Customer Service Project

Soumen Aich

**** ******** **, *** *** Irvine, CA 92612 949-***-****

******.****@*******.***

A results-driven and accomplished consultant with 10 years' experience

working on support, implementation and upgrade projects related to JD

Edwards Enterprise Resource Planning (ERP) Software and 3rd party Bolt-on

applications. Adept at providing service and support operational tasks,

understanding clients' requirement and providing services accordingly.

Working in multi-cultural teams to ensure service deliverables in both

onsite - offshore model. ITIL Certified and Trained in PMP standards and

procedures. Effective communicator with high level of customer service

experience, possess a flexible & result oriented attitude with analytical

skills.

. Have worked in various roles as a CNC Administrator on almost all the

releases from Xe to 9.0, specifically Xe, 8.10, 8.11SP1, 8.12 and 9.0.

. Active member of 1 major JDE UPGRADE Project from 8.10 to 9.0. Also been

a consulting member for other upgrade projects within the team.

. Done multiple installations and tools upgrade (Client, Enterprise Server,

JAS, Collaborative Portal, and Integration Server) on all the supported

platforms on multiple setups (SP22, SP23, 8.9X).

. Extensive experience on various 3rd party Bolt-On Applications like

Createform (v3.2 and v7.0), BI Publisher, TransformAP, UPK, OpCon, Vertex

3.2 (Installing and configuring on Windows and Unix box), Labeling

products like Pragmatycs and Loftware, TRAX, GETPAID, ERP2WEB, QSOFTWARE

(QBUILD), Demantra configuration, Maintain DSI instance, Maintain 3rd

party custom scheduler, Varsity.

. Have worked extensively on implementing and monitoring SOX Audit controls

for both internal and external audit teams.

. Oracle Certified Associate (OCA) on Oracle Database 10g.

. Working knowledge of Hyper Visor systems (like VMWare), Storage

Technologies (netApp, Hitachi, RAMSAN), VMWare WorkSpace, CITRIX.

Technical Proficiencies

OS Windows 2008 R2, 2012 R2, Unix (Sun Solaris 9.x,

HPUX 11.x, HP Itanium),

IBM iSeries (OS400 V5R3).

Databases SQL Server 2008, SQL Server 2000, Oracle 10g,

9i.

Middleware Oracle WebLogic 11, Oracle Application Server

10g, IBM WebSphere 5.0/6.0, Apache Tomcat

Server, Collaborative Portal, BSSV, XMLP.

Reporting SQL Server Analysis Services, OLAP Cube

development, Stored Procedures, PL/SQL.

3rd Party Create!form, BI Publisher, TRAX, Pitney Bowes,

Applications GetPaid, RightFax, ERP2WEB, Pragmatycs,

Loftware, Vertex, Qbuild, CITRIX.

Tools Auto It!, Powershell, VB Script, Java Script,

SolarWinds, SCOM Monitoring, VSphere, TOAD.

Other Products BMC Remedy, LANDesk, Visio, MS Project, MS

Access, Excel.

Professional Experience

Lead CNC Consultant

HCL Technologies Ltd.

May 2008 - Present (6.5 years)

JDE CNC and BoltOn Consultant

Edwards Lifesciences, Irvine CA

February 2011 - Present (4 years)

Working on JDE 9.0 environment for a manufacturing company including all

modules of Sales & distribution, Manufacturing and Finance spread across

different regions (North America, Europe, Asia-Pacific). This role involves

working on CNC and niche BoltOn applications like Create!form, TAP, Pitney

Bowes, Trax, etc..

Responsibilities

. As a JDE CNC and Bolt-on consultant, involved in all type of CNC

support activities including various 3rd Party Applications which are

integrated to JDE. Responsibilities include - planning, preparation,

implementation, go-live and post go-live support.

. Currently supporting 3rd party applications include Createform,

TransformAP, GetPaid, TRAX, Pitney Bowes, OpCon, UPK, BI Publisher,

Vertex, ERP2WEB.

. Taking leadership and ownership on any mission critical, critical and

non-critical issue encountered and resolving it in due time. This also

includes working closely with various 3rd party vendors ensuring SLA

adherence and timely delivery.

. Leading the Onsite and Off-shore CNC team for any issues, changes and

processes.

. Identifying process improvements and giving advice and participate on

customization planning, testing, and rollout of projects which

involves new installations, upgrades, performance improvements of

different Windows based applications.

. Maintaining Disaster Recovery servers for each instance in case of any

failures at Primary server site.

. Install and applying ASU/ESUs, also performing impact analysis based

on ESU object.

. Setting up Object Management Workbench (OMW) Administration -

Project/Object promotion, Transfer, Activity rule set up, OMW Role

creation and permission.

. Server Manager Tool (SVM) Maintenance - Configuration/Stop/Start of

JDE related services, INI changes, Alert mechanism set up, Audit set

up, SVM User ID set up and permission. End User and JDE application

monitoring.

. Assisting Development and Application team for any kind of CNC

issues.

. Package management - Full/Update Package assembly, build, and

deployment. BSSV build and deployment.

. Day to day support to the JDE Production End User community.

. Co-ordination between Infrastructure team (Network, Server and Storage

teams) and Business for the Downtime and maintenance activities.

. Proactive response for all alert mechanisms.

. Prepared Standard Operating Procedure (SOP) Document for the new

process in CNC and shared with global delivery model team

(Onsite/Offshore).

. Development of several automation scripts to automate daily check jobs

to increase productivity.

Environment: JD Edwards EnterpriseOne 9.0 with tools 8.98.4.5, Windows 2008

R2,

SQL Server 2008 R2, Oracle WebLogic 11g

Senior Consultant at HCL AXON

HCL Technologies Ltd.

May 2008 - Jan 2011 (2 years 9 months)

Consultant at Johnson & Johnson

February 2009 - January 2011 (2 years)

This was a support project for the B7333 installation on Windows 2003 with

SQL Server 2000 Database. It includes complete L1, L2 and L3 level support.

A three member team is involved in the support of this project. Worked as a

lead CNC for this project managing a team of 3 team members.

Responsibilities

. Object management and promotion.

. Monitoring and troubleshooting the submitted jobs

. Managing JDE Security using QBUILD.

. Issues related to Windows 2003.

. Issues related to CITRIX Terminal Server.

. Issues related to CreateSoftware. (including Create!print

Create!Form and Create!email)

. General Troubleshooting and routine CNC Activities.

. Data Refresh from PD to QA.

. Configuring/maintaining batch scripts on Windows server for

Maintenance activities.

. Designed batch scripts for PrintQueue and Auto-Log Clean Up

scripts.

. Managing SOX 404 Audit Controls and Reporting.

. Archiving and Purging for JDE.

. Tools Release Promotion planned for JDE Xe. SP23 to SP24

. Monitoring SQL Server 2000 instance for backup logs, locks

for Jobs and routine DBA activities.

Consultant at Fonterra

May 2008 - January 2009 (2 years)

The project involved Rolling out an instance for the new Business

Units in South-East Asia. Around a twenty member team was involved

in the rolling out of this project.

Responsibilities

. Object management and promotion.

. Implemented the two sets of Serialized tables to optimize the process of

Web generation.

. Designing the security and implementing for the new Op Co.

. Offshore support mainly by building packages for various pathcodes as

per the object promotion requests.

. Was involved in setting up a schedule of the daily package build, so as

to ensure minimum system

downtime and ensure maximum availability of latest specs for development

and testing.

. Troubleshooting offshore development issues

. Issues related to Solaris and OAS 10gR2.

. Configure CFR21 Auditing.

. Install and Configure Vertex 3.2

. Monitor DSI Setup.

Software Engineer at Oracle India Private Limited

August 2006 - May 2008 (1 year 10 months)

PeopleSoft started with an India Development Center. Various activities

such as product enhancement, product support and rigorous testing for the

product range of Enterprise, EnterpriseOne and WorldSoft is undertaken in

this center. This center was acquired by Oracle in November 2005.

As an Oracle employee I was working for E1 Environment Operations Team

(Production Engineering Services Group) handling CNC Support activities for

releases from Xe to 8.12. These environments are used by Developers and

Testers at Oracle. All these environments are used to provide the Fixes and

ESU's to Oracle Customers worldwide.

Responsibilities

. Managing all the environment of JD Edwards for the developers and

testers to be used for the working of SAR's and release of ESU's,

Service Packs and updates across various platforms

. (Operating Systems) and Databases.

. Package Build and Deployment Activities across all major platforms.

. Handling iSeries issues related to package build, general

troubleshooting, new environment/port creation for OneWorld.

. Applying ESU's, ASU's and Service Pack Upgrades/Foundation Promotions

across all major platforms.

. Responsible for Security Administration and OMW

. Administration within Application Environments.

. Support end users and technical users in detection and resolution of

environment issues as part of the daily activity.

. Monitor Application Performance and make adjustments and recommendations

as required.

. Install, configure and troubleshoot IBM WebSphere 5.0/6.0 and Oracle

Application Server 10gR2 related issues.

. Perform database administration duties as required including monitoring

for locks, checking database backup, disk spaces, critical errors and

logs. Creating reports for DB Activities as per DB Policy.

. Installation, configuration and troubleshooting of Vertex 3.2,

Collaborative Portal, Integration and Transaction Server.

. Working on Windows Scripting related activities as and when required.

. Managing the Document Repository at IDC.

. Give training to the new members in the team on

. Installation and Commissioning of All OneWorld Environments at IDC as

part of the Disaster Recovery Management.

. Installation and Commissioning of All OneWorld Environments on Build to

Deploy (B2D) Machines using Virtualization.

. Creating the Backup and Recovery Plan for the DR database server at IDC

on SQL Server 2000.

. Creating New/Custom Environments on Multi-Platform.

. Configure Vertex setup on Windows, Unix and AS400 platforms.

Technical Analyst at netCustomer India Pvt Ltd

January 2005 - July 2006 (1 year 7 months)

Was working as part of a remote-offshore model for PeopleSoft Global

Support Center (GSC). During the period interacted extensively with

customers all around globe for technical issues related to JD Edwards CNC

support. Handled Production Technical Support issues/cases of EnterpriseOne

Tech Platforms group of PeopleSoft. Worked extensively in replicating the

client issues and effectively communicating with the customers in solving

of the Issue.

Responsibilities

. Resolving GSC tickets for JD Edwards CNC group

. Replicating issues reported by customers

. Researching on the issues and finding the solutions for the

issues

. Interacting directly with the client in resolving the tickets

. Maintain the SLA for the tickets

. Perform in-house installations and trainings

. Giving CNC and process training for the new members

Education & Certifications

Masters in Computer Application 2005

Birla Institute of Technology, Mesra

Bachelors in Computer Application 2002

Birla Institute of Technology, Mesra

Oracle Certified Associate, Oracle 2008

Interest

Science fiction, photography, traveling, triathlon.

Contact this candidate