Project Manager Management

Sharoon Sarfraz

Sr. Business Analyst – Siebel CRM Consultant

Address: *** ********* ***, ************, ** 19111 Cell: +1-267-***-****

Personal Email: acp9w0@r.postjobfree.com Official Email: acp9w0@r.postjobfree.com

EDUCATION

[2005–2009] University of The Punjab, Lahore Pakistan

Bachelors of Information Technology.

Relevant Coursework: IT Project Management, Information System Development Methodologies, Consultancy Practices, Networking & Telecommunications Management, System Analysis, Databases

[2002–2004] Govt. College of Science, Lahore Pakistan Intermediate (F.Sc Pre-Engg)

EXPERIENCE

Profile

Diverse experience of over 6 years in telecom industries across Pakistan.

As a Sr Siebel CRM Consultant at IBM Global Business Services Pakistan, Managing Project team of 12 resources including Data, Functional streams for Siebel CRM and CRM Rapid Response team for countrywide escalations to resolve daily reported application issues.

Led AMS team for and executed strategic system optimization process that led to excellent performance output, Meeting client new business requirements/change requests/regulatory compliance and resolution of service excellence issues. Presented reports to senior management on task accomplishment, GAP, Trend analysis for overall performance reviews. Analyzed relevant data and conducted GAP and defect analysis.

My prime duties involve a core responsibility of leading Business Analysts, Functional/Quality Assurance and coordinate with Technical teams for daily resolution of issues and development of new Change Requests.

Job Role:

Gathering business requirements against a global business operating model.

Taking process flows scoped by the BA's, overlaying the Siebel functionality, and creating the low level solutions to process map what you are trying to achieve.

Facilitating Workshops and Interviews to ensure the correct understanding of how business requirements fit into Siebel.

Fit-gap analysis for global process against Siebel out-of-the-box.

End to end analysis to ensure that functionality and process matches the global model (cross system process, interfaces, and function).

Performs analysis and evaluation of options, alternatives, and system capabilities.

Creation of process design/system solution to ensure that requested functionality and process is mapped to out-of-the-box Siebel capability.

Assisting in the Change Management process for the existing Organizations within each country.

Provide functional expertise in areas of Siebel CRM including Sales (predominantly), Order Management, SR, Account Management, Customer Service and Pricing.

Demonstrated Functional Analysis expertise on major and global Siebel Programmers.

Experience of a global deployment of Siebel (8.1).

Experience in as many of the following Siebel CRM functional areas as possible: Sales, Service and Order Management, Account Management,

Strong process knowledge of business and business systems and telecom domain.

IBM - Global Business Services Lahore, Pakistan Jul 2010 – Apr 2015

Client Name: Mobilink GSM (PMCL), Pakistan

Position: Siebel CRM Certified Consultant / Siebel Team Lead

Duration: Aug 2010 to To-Date

Responsibilities:

Involved and Completed Siebel CRM Support (PPS/PPS2/PPS3/PPS4) projects as Siebel CRM Functional Lead.

Involved in meetings with client in requirement gathering and

Coordinating with Technical team to get the work done.

Involved in Reviewing Siebel implementation requirement documentation of New Change Request (CR) for accuracy, completeness, and testability using IBM Rational® RequisitePro®.

Analysis and design in coordination with Project Group and System Key Users.

Local Requirements definition following intensive discussions, workshops and sessions with local users, management and developers.

Documentation of system, functional flows and user manuals.

Documentation, development and testing of client Siebel enhancements.

Participates in final requirements and design reviews and sign offs of Change Request

Facilitate problem solving and collaboration

Managing Defects lifecycle by using IBM Clear Quest (CQ) software.

Involved in Defect logging,Defect Analysis and Resolution

Developing testing plans for functional and systems integration testing

Testing case preparation for system and regression tests and creating test cases following the guidelines and communicating with concept owners.

Involved in Documentation of test scenarios, and test scripts

Involved in Testing of Issues and new Functionalities

Performed functional, systems integration, and data conversion testing tasks

Involved in Verification and Validation of defects

Testing case execution during system test phase and investigating whether application functionality corresponds to the requirements prior to registering application defects.

Responsible to give Go ahead to Client for any change Update of CR / Defect in Production after ensuring complete Quality of Build.

Discussion with Client on daily basis for Status Updates

Responsible for Resolving Daily Operational Issues as reported by client

Ensure discussions and decisions lead toward closure

Provide the team with a vision of the project objectives

Intervene when necessary to aid the group in resolving issues

Familiarize the team with the customer needs and assuring Quality of that work.

Assure that the team addresses all relevant issues within the specifications and various standards

Provide necessary business information

Ensure deliverables are prepared to satisfy the project requirements and Team schedule

Coordinates meetings with project manager and functional management.

Provide status reporting of team activities against the program plan or schedule

Keep the Management informed of task accomplishment, issues and status. Serve as a focal point to communicate and resolve interface and integration issues with other teams.

Act as a single point of contact for senior Management/Directors.

Key user and end user training: theoretical and practice.

On hand support at client's Contact Centres which include training sessions of Siebel Call Centre module for Mobilink End users (CSRs/ TL), Troubleshooting for smooth CRM Operations.

Guiding end users in running smooth Siebel Call Centre Operations.

Knowledge of Complete Siebel Order Management.

Hands on Experience on Siebel Order life Cycle

Hands on Experience on Siebel Service Request Cycle

Hands on Experience and Business Knowledge of Telecom Operation (Contact To Asset Creation) in Siebel CRM.

Complete Business Knowledge of Telecom Operation (Prepaid/ Postpaid Domain)

Hands-on Experience of developing Siebel Functional and Data driven test plans, test cases, ability to isolate problems and drive them to resolution

Prefer - Hands-on experience testing Siebel views, applets, EIM, CTI Toolbar, web services, workflows, and other automation components

Strong background in testing Siebel real-time and batch integrations with proprietary systems

Serving as a focal point to communicate and resolve Project and enterprise interface and integration issues with internal & external teams

Work with Client’s Directors, Functional and IT executives to obtain/fulfill necessary requirements/resources to support project’s scope and specification.

Following up with client to take Sign-off of Define/Design/Defect resolution solution.

Ensures work is completed within specified time and quality parameters as per SLA

Ensure timely completion of escalated issues as per agreed Service Level Agreement.

Ensure Shift adherence for all team members as per Service Level Agreement

Conduct Data Security & Privacy Compliance (Audit Purposes) for all Support projects

Coach and help develop team members, Client representatives and end users involving walkthroughs, trainings, knowledge transfer, business & technical Workshops and collaborative sessions to facilitate problem solving and client satisfaction

Encourages personal and professional growth of all resources through mentoring program

Projects:

Oracle Siebel 7.8 Implementation in PMCL (Mobilink)

Siebel Marketing and BI Project (Siebel Analytics) in PMCL (Mobilink)

Oracle Siebel eCommunications implementation in PMCL (Mobilink)

Post Production Support Phase1, 2, 3 & 4 for CRM Implementation

Client Name: PTCL, Pakistan

Position: Siebel CRM Functional Lead

Duration: Mar 2012 to May 2012

Responsibilities:

Facilitate problem solving and collaboration

Managing Defects lifecycle by using IBM Clear Quest (CQ) software.

Involved in Defect logging,Defect Analysis and Resolution

Developing testing plans for functional and systems integration testing

Involved in Documentation of test scenarios, and test scripts

Involved in Testing of Issues and new Functionalities

Performed functional, systems integration, and data conversion testing tasks

Involved in Verification and Validation of defects

Discussion with Client on daily basis for Status Updates

Responsible for Resolving Daily Operational Issues as reported by client

Provide the team with a vision of the project objectives

Assure that the team addresses all relevant issues within the specifications and various standards

Provide necessary Business Information

Ensure deliverables are prepared to satisfy the project requirements and Team schedule

Coordinates meetings with project manager and functional management.

Keep the Management informed of task accomplishment, issues and status. Serve as a focal point to communicate and resolve interface and integration issues with other teams.

Act as a single point of contact for Managers.

On hand support at client's Contact Centres which include training sessions of Siebel Call Centre module for PTCL End users (CSRs/ TL), Troubleshooting for smooth CRM Operations.

Guiding end users in running smooth Siebel Call Centre Operations.

Hands on Experience on Siebel Service Request Cycle

Projects:

PTCL Siebel 8.0 CRM Support

World Source Network (Leapfile) Lahore, Pakistan Feb 2010 – July 2010

Position: Software Quality Assurance Engineer

Responsibilities:

Understand project requirements.

Prepare / Update the Test case document for testing of the application from all aspects.

Prepare the test set-up.

Deploy the build in the required set-up.

Discuss doubts/queries with Development Team / Client.

Conduct the Testing including Smoke, Sanity, and Bug Bash / Execute the Test cases.

Update the Test Result document.

Attend the Regular client emails / chat messages.

Log / File the defects in Defect tracking tool / Bug Report.

Verify defects and Review the verification & validation document

Purelogics Lahore, Pakistan Jun 2009 – Jan 2010

Position: Software Quality Assurance Engineer

Responsibilities:

Understand project requirements.

Prepare / Update the Test case document for testing of the application from all aspects.

Prepare the test set-up.

Report new bugs/ enhancements

Discuss doubts/queries with Development Team / Client.

Conduct the Testing including Smoke, Sanity, and Bug Bash / Execute the Test cases.

Update the Test Result document.

Reporting to Project Manager

Discuss doubts/queries with Development Team / Client.

Conduct the Testing including Smoke, Sanity, and Bug Bash / Execute the Test cases.

Update the Test Result document.

Attend the Regular client emails / chat messages.

Log / File the defects in Defect tracking tool / Bug Report.

Verify defects and Review the verification & validation document

Liaison with end users, developing new screens and application functionality and assisting team with training efforts, documentation and simulations.

RECENT ACCOMPLISHMENTS

CERTIFICATIONS

ORACLE Siebel 8.0.x Certified Professional [Oracle University]

Siebel CRM 8.1.1 PreSales Specialist [Oracle University]

Siebel CRM Sales Specialist[Oracle University]

Oracle Siebel Support Specialist[Oracle University]

GBS Cloud-Enabled Business Transformation [IBM]

Siebel 8.1.x BI Publisher Reports [Oracle University]

Rational Functional Tester Advanced Techniques [IBM]

Cloud based Application Development with Bluemix [IBM]

Mobile-Enabled Business Transformation [IBM]

TRAININGS

Siebel 8.0 Core Consultant (21 days) Oracle University

Project Quality Management - PM105G

Siebel 8.1.x Business Analyst Training

Siebel 8.1.x Installation and System Administration Training

Consultancy Techniques in Customer Fulfillment

Essentials of Internal Consultancy

IBM Rational® ClearQuest®

IBM Rational® RequisitePro®

OBIEE Application Development Delivery Method

Siebel 8.1.x BI Publisher Reports - GDA

KEY SKILLS

PACKAGED SOLUTIONS:

Siebel CRM, OBIEE (Oracle SEIBEL CRM, Oracle Database 10/11g), Application Managed Service, Web Based Applications

TOOLS & APPS:

Object Oriented Analysis and Design using structured approach and Object Oriented approach using UML notations, Operation Level processes, Enterprise Architecture, Requirement Gathering (IBM Rational Requisite Pro), QA (IBM Rational Performance Tester, IBM Rational Manual Tester), Ticketing Tool (IBM Rational Clear Quest), Collaboration tools (IBM Bluemine, IBM Small blue, IBM Cattail, Lotus QuickR, qDPM), Siebel Tools, Siebel e-Script, SQL Server, Oracle SQL Plus, Microsoft Reporting Service, IBM Websphere, Toad 9.6.1, EMS Gems tool, XML/Soup, MS Office Suite, MS Project & MS Visio, SOAP UI, Rational Quality Manager. Rational Team Concert, Rational Requirement Composer.

PROG. LANGUAGES XML, HTML, SQL script

PLATFORMS: MS Windows, Linux, UNIX

LANGUAGES Proficient in writing and speaking English, Native languages are Urdu, Punjabi

INTERESTS Golf, Tennis, Soccer, Cricket, Photography, Travelling & Camping.

REFERENCES References can be provided upon request

Contact this candidate