Sales Service

Venkat Mudumbai

E-Mail: v *********@*****.***

Mobile: 781-***-****

Professional Summary

Salesforce certified developer (DEV 401) with overall 10+ years of experience working on CRM Applications out of which 3 years is in implementing Salesforce Applications and 7 years in implementing Siebel Enterprise Applications.

Experience Summary

● Experience in working with Salesforce developer tools - A pex, Visualforce, Force.com IDE, SOQL and Webservices / Metadata API .

● Experience in D esign, D evelopment, Administration, Configuration, Requirements gathering, Implementation, Integration and Support of Salesforce applications based on Apex Language and leveraging Force.com Platform.

● Development experience with A pex Classes, Apex Triggers, Batch Apex, writing Workflows, Webservices, HTML and JavaScript.

● Strong experience in defining, managing and creating C ustom Objects, Page layouts, Field Validations, F ormulas and Workflow rules on S alesforce.com.

● Proficient in writing S OQL, SOSL, SQL queries and stored procedures.

● Excellent skills in creating Use C ase diagrams, A ctivity diagrams, Data FlowDiagrams

(DFD), Sequence diagrams, State diagrams, L OV (Line Of visibility) Diagrams based on UML M ethodology and business process flow diagrams using M S Visio/Enterprise Architect/Rational Rose.

● Proficient in D ata Migration from Traditional Apps to Salesforce Using D ata Loader Utility.

● Experience working on E clipse IDE with Force.com Plug-in for writing business logic in Apex.

● Experience in customizing various Salesforce.com standard objects like A ccounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Quotes, Reports, a nd Dashboards.

● Extensive experience in S iebel which includes Siebel Architecture, Siebel Development, Siebel Configuration, Siebel EAI – Custom Inbound/Outbound Web Services, Integration Objects, Siebel Adapters, EAI Transport Adapters, Data maps, Symbolic URLs, VBCs, eScripts, WSDL, XSD, MQs, Workflows.

● Experience with S iebel E IM, Data mapping, legacy data conversion scripts.

● Excellent knowledge of best implementation practices, implementation issues, QA, deployment process, defect resolution process, support process, CRM fundamentals and technical documentation.

● Extensive experience in p roject management, which includes project planning, leading technical teams, writing R equest for Proposals (RFP), Statement of Work

(SOW) and resource allocation.

Technical Expertise

CRM Tools Salesforce.com, Siebel

Salesforce

Technologies

Visualforce, Apex Controllers, Triggers, Sales cloud, Service cloud, Data Loader

Siebel Versions Siebel 7.7, 7.8, 8.0, 8.1.1.8

Siebel Technical

Skills

Configuration, eScript/VB script, EIM, Workflow Processes, Assignment Manager, EAI, Tools, XML/XSD, HTTP/JMS, Web Services, SOAP, Server Administration

Siebel Web

Applications

Call Center, eChannel, Partner Manager, Sales, Field Service, Public Sector, Financial Services.

Methodologies Agile and Waterfall

Development

Integration Tools

SFDC Data Loader, Toad, SQL Developer, Soap UI, MS Visio, MS Project, Eclipse

Languages Java, SQL, Apex, JavaScript, XML

Databases MS Access, Oracle 9i/10g, DB2

Operating Systems Windows NT /2000/XP Pro, Windows Server 2000/2003/2008, Linux, Unix

Web Technologies CSS, Web Services, XML, HTML

Project Details

Project 1: Mar 2014 to Till

Date

Client : M ercer, USA.

Role : S r. Salesforce Developer/Admin.

Environment : S alesforce.com platform, Workflow and Approvals, Reports, Custom Objects, Tabs, Email Services, Apex Language, Visual Force Pages, Components and Controller, JavaScript, Eclipse IDE Plug-in, Data Loader. Description :

Mercer is a global consulting leader in talent, health, retirement, and investments. Mercer helps clients around the world advance the health, wealth, and performance of their most vital asset – their people. Mercer's more than 20,500 employees are based in more than 40 countries, and operate in more than 130 countries. Mercer’s Salesforce implementation is used to manage the sales deals and create quotes based on the deal information. Salesforce application is used to streamline the sale process.

Roles and Responsibilities:

● Salesforce.com A pplication Setup activities and c ustomized the apps to match the

● functional needs of the organization.

● Performed the roles of S alesforce.com Administrator / Implementer i n the organization.

● Interacted with various business team members to gather and document the requirements.

● Implemented the requirements on S alesforce.com platform and F orce.com IDE Plug-in

● using E clipse.

● Worked with standard salesforce.com standard objects like Accounts, Contacts, Leads,

● Opportunities, Orders and Campaigns etc.

● Developed A PEX triggers, Classes, Test methods & Visual Force pages to implement the custom functionality.

● Developed and configured various R eports and Report Folders for different user profiles based on the need in the organization.

● Modified the existing code to get data enhancements from S iebel to sales force.

● Created workflow rules and defined related tasks, email alerts, and field updates.

● Created C ustom Email Templates as part of sending Alerts to users based on the business requirement.

● Created and customized record types, managed Role hierarchy and Profiles.

● Performed the data validation to meet all test condition requirements.

● Created the w orkflows for automated lead routing, lead escalation.

● Designed Custom tabs, A pproval Processes and Auto-Response Rules for automating business logic.

● Created f ield filters, formula fields, relationships and validation rules t o the custom objects to ensure the required data is captured in the fields.

● Developed A pex classes, Triggers and wrote Test classes above 80%

● Used the sandbox for testing to ensure minimum code coverage for the application to be migrated to production.

Project 2: M ar 2012 to Feb 2014

Client : V odafone, UK.

Role : S r. Salesforce Developer/Admin.

Environment : S alesforce.com platform, Workflow and Approvals, Reports, Custom Objects, Tabs, Email Services, Apex Language, Visual Force Pages, Components and Controller, JavaScript, Eclipse IDE Plug-in, Data Loader. Description :

Vodafone is a largest telecommunication company with more than 400 million customers around the world. Vodafone is the one of the largest telecom provided in UK and is the world’s second largest mobile phone company. Vodafone UK has 19.5 million Subscribers and is the third largest mobile telecommunications network nationally after EE and O2. Vodafone Salesforce sales cloud implementation is developed for the managing the orders and Arbor application is developed for billing of the orders received. Three types of orders like Provide, Service Change and Cease orders are created in CRM Application and once the order is created the data flows from Siebel to Arbor through the integrations developed during this project for billing of the orders. During creation of order in Siebel, inputs are provided with the information of the equipment to be supplied to fulfill the order, service to be provided and time frame in which the order needs to be fulfilled. Various stages of the order fulfillment is tracked in Siebel until the order is completed. Roles and Responsibilities:

● Prepare Requirement documents and functional document for the development team.

● Created Managed Packages with deprecated annotations to be available for partner Salesforce users.

● Set up Marketing Campaigns, Campaign Hierarchies, Lead Queries, Assignment rules,Web-to-Lead and Auto-Response rules.

● Configured Campaign Management, Campaign Influence and Lead Conversion.

● Configured the Case Management Process.

● Debug Apex scripts using Debug Logs and System Log Console to catch Exceptions and execute Governors and Limits.

● Deployed Apex using Force.com IDE, Force.com Migration Tool and Web Services API.

● Implemented Classes, Interfaces, Keywords and Annotations.

● Integrated Apex with External services by making callouts that used SOAP and WSDL.

● Worked with Apex Scheduler to invoke Apex classes at regular intervals.

● Worked with Dynamic Apex to access sObjects and Field describe information,execute dynamic SOQL, SOSL and DML queries.

● Add methods that can be called from Visualforce pages to Controller Extensions.

● Created Custom Controllers to make external web service callouts, validate and insert data.

● Created Custom Visualforce components and attributes to override the look and feel of standard Visualforce components.

● Created Visualforce pages that could be rendered as PDF's, build dashboard components and define email templates.

● Created Visualforce pages which identified a region to be updated to enforce partial Page refreshes and display the status of Ajax requests to display different values depending on whether it is in progress or completed.

● Implemented Visualforce pages with public-facing websites by using Force.com Sites.

● Specify timers that send Ajax update requests to Force.com according to a specified time interval.

● Used Visualforce in development mode to change the behavior and appearance of Visualforce components.

● Used Visualforce Templates and Placeholders to encapsulate page elements to be reused across several Visualforce pages.

● Used Organization security, Network-based security and Session security to implement platform security.

● Used Picklists, Dependent Picklists, Record Types to enforce data quality.

● Used Tab permissions, Record Type permissions and Field Level Security to implement Component-based security.

● Used Tabular, Summary and Matrix reports to create Standard reports and Custom reports.

● Designed and modified Approval processes and created Approval steps which used email alerts and field updates.

● Worked with Approval processes that used Email Approvals and Parallel Approval steps.

● Used Process Visualizer to study Approval steps.

● Created Dashboards and Dashboard Components and implemented multiple levels of Dashboards and scheduled Dashboard refresh.

● Created Many-to-Many relationships and created Junction objects to implement Roll-up Summary fields to aggregate data from child records on the parent.

● Designed Validation Rules along with Roll-Up Summary Fields to maintain data quantity and data consistency.

● Implemented relationship fields for proper data loading. Project 3: M ar 2011 to Feb 2012

Project : Mercer Siebel Application Support & Maintenance Client : Mercer, USA.

Application : Siebel Call Center, Siebel customer Application. Environment : Siebel Version 7.7.x, Siebel Call Center /Siebel Financial Services, Siebel Analytics, Solaris/Windows.

Database : DB2

Role : Siebel Technical Consultant

Description :

Mercer, One of the world's largest HR consulting firm, with revenue of $3.1 billion. The global market share leader in retirement, health & benefits and investment consulting. Serves approximately 90% of the 100 largest (by gross revenue) US public companies. The most trusted HR consulting brand in the world, with 75% of C-suite and senior HR executives considering us a trusted advisor (more than Towers Watson or Aon Hewitt). Siebel Development/Enhancement for the Internal and Portal Applications of Mercer to help their Client of Investment areas and the Client Participants to file service requests. The MERCER's 401k Plan Participants Call through IVR and Siebel CTI (Computer Telephony Interface) provides the pre-configured View popup (based on Participant keyed in SSN data in IVR) to the Call Center Agent. The Call Center Agent responds to the Participant issue, and in turn create a Touchpoint. If the issue cannot be resolved over phone he/she creates the Service Request and escalates it to the Back-Office Service Agents (Tier 2). The Escalations to Tier 2 or Tier 3 Agents are alerted by automatic email and copy of alert email is sent to the Participant also. When the Service Request is resolved, the Service Agent creates Resolved Type Note and notification email is sent to Participant based on Pre-built Email Templates. For the Mercer's Defined Contribution line of business, the Service Request is created for Adjustment Amounts for the Investment stock rate differences and this involves Approval process with top management, this has been implemented with extensive use of Siebel Workflow and eMail features.

Role and Responsibilities:

● Worked on the Siebel Server maintenance on the UNIX environment.

● Worked on creation of IFBs for several EIM job running as a nightly cycle.

● Working the Siebel enhancements requests and fixing the code for the production issues.

● Application of Siebel patches to existing environment.

● Troubleshooting and providing solutions for all user/data/application related issues.

● Maintenance of Development/Acceptance/Pre-production/Production environments.

● Designing and implementing batch loads with EIM for daily and on-demand data feeds supporting EIM import/update/delete/export requirements. Ad hoc dataMaintenance for Siebel and Siebel Analytics.

● Automation of the tasks using cron and Autosys jobs and shell scripting. Repository migration and Releasing new functionality and fixes into production.

● Designing and implementing Quest tool to monitor performance.

● Implementing Active -Directory authentication for existing environment.

● Deploying new SRFS into production as a part of turning over new functionality.

● Maintaining detailed documentations for Siebel architecture and support related activities.

Project 4: O ct 2010 to Feb 2011

Project : Siebel Service GTS

Client: Baxter,USA.

Environment: Siebel 8.1.1.3, Oracle 11g.

Description:

Baxter uses Siebel Service GTS Application for its call center agents and for the product quality assurance and for e-commerce users. Through Siebel Service GTS application several modules Service Request management, Activity management, Accounts, Contacts, Opportunity management are available for the users of the application. Service Request management in call center, Activity management in the shop and in the field is done through this application. Interface for Account creation in Siebel and Asset management and product management are implemented.

Role and Responsibilities:

● Responsible for the Siebel system Administration.

● Working with the users to analyze the issues related to configuration and application administration issues and the issue that came up during the upgrade of the Siebel application from Siebel 7.5 to Siebel 8.1.

● Analysis of the issues related to smart scripts & e-signatures.

● Fixing of the issues related to configuration and scripting based on the issues reported by the users.

● Analysis of the issues related to the autosys jobs.

● Analyzed and fixed the issues related to the Siebel remote.

● Monitoring of the Siebel Databases.

● Analysis of the several autosys job failures and fixing them.

● Analysis of the issues that have occurred in the interfaces like Siebel –AIP- PMDA,

● Siebel –Web methods - JDE.

● Worked on the DAC and Informatica Migrations in QA and production.

● Responsible for the promotions from Dev to QA and QA to Production. Project 5: Nov 2009 to Oct 2010

Project : Siebel Vertical Upgrade and Merge

Client : Lexmark International Inc, USA.

Duration : Nov 2009 – Oct 2010.

Environment : Siebel 8.0.0.6, Oracle10g.

Description:

L exmark International, Inc is a global Fortune 500 company that makes it easier for businesses and consumers to move information between the digital and paper worlds. Lexmark products include laser printers, inkjet printers, multifunction devices and associated supplies, s ervices and solutions.

Lexmark has implemented its Siebel applications like call center, sales and eServices in SEA and have upgraded to SIA applications. Additionally the consumer goods application is also implemented. Merge of the Sale and Service functionalities and CG application functionalities into a single repository has been implemented.

Role and Responsibilities:

● Worked with the business for the analysis of the gaps in the existing Production system of Lexmark’s Siebel sales application and raised CR for the improvement of the existing process.

● Worked on configuring the data archival tool Optim - which archives and purges the data in Siebel. Configured it for Business entities like Service Request, Account and all related entities.

● Configured a business service which gets data from the external system from the archival file and displays in Siebel.

● Worked on developing the webservices.

● Worked on Forecast module in Siebel for improvisation of the Vanilla functionality.

● Worked on Data migration plan for UNO application and involved in the meetings with the client for the sign off of the data migration plan.

● Schema conflicts were identified and resolved.

● Conflicts in Picklists were identified and discussed with client.

● Business Rules for loading each of the entity from Paragon to UNO were discussed and defined.

● Handled the configuration and scripting issues that came up when application is upgraded from SEA to SIA.

● Worked on the data migration issues during the load of the data from paragon to atlas application.

● Worked on the change requests & defects of the Atlas application those were raised during the last enhancement before the upgrade.

Project 4: S ept 2006 to October 2009

Project : 3M Siebel Sales Application (Production Support and Maintenance). Client : 3M, USA

Duration : Sept’2006 - Till date

Environment : Siebel 7.8, Siebel Tools and SQL Server 2000. Description:

3 M earlier called as Minnesota, Mining and Manufacturing Company has wide range of businesses like Display & Graphics Business, Electro & Communications Business, Health Care Business, and Industrial & Transportation Business in different locations like USA, Japan, Italy and Belgium. To track the current status of customers and identify Opportunities, to sell additional products and services that match customers needs they have implemented the Siebel sales application.

This application has been developed to support sales professionals in managing information related to Opportunity, Accounts, Contacts and Business at risk and to deal day-to-day needs in a better way and to maximize the business.

This tool will allow sales executives to track sales and service to customer more effectively and shorten the time to close an opportunity of organization or service to customer. This project is an application development project starting with requirements gathering, application design, application development, testing, implementation, user training and post implementation support.

Role and Responsibilities:

● I w as responsible for all the offshore deliverables which include the Maintenance related jobs and the application enhancement work.

● Prepared the High Level design document and the Detailed Design Document for the requirements during enhancement releases.

● Performed configuration & e-Scripting related work for 3.2, 3.3 3.4, 3.5 Releases

● Worked on the POC’s for all the releases and worked on development of several Business Services.

● Developed and modified the Actuate Reports as per the Business requirement.

● Worked on the defects raised during the System testing, Regression testing and UAT phases

● Developed Business Services to enhance the functionality of the application

● Worked on loading data into Siebel application using EIM.

● Having hands of experience in loading Accounts, Contacts, Opportunities and related entity loads.

● Migration of Repository from Development to QA.

● Migration of SRF from Development to QA.

● Worked on the Production Support jobs like handling the Authorization requests and Admin Request.

● Worked on the Batch Assignment Manager as part of the Maintenance work to transfer the account data

● Worked on creation and modification of the Integration Objects during 3.2 releases.

Project 5: M ay 2006 to Aug 2006

Project : CRM Solution for Integrated Marketing.

Software : Siebel 7.8, Windows 2000, MS SQL Server, Oracle9i Duration : 4 months

Client : Telstra, Australia.

Description :

Telstra is the biggest Telecom service provider in Australia with wide range of products/services. Telstra Customer Segments are grouped as Enterprise, Small and Medium Enterprise, Small Office Home Office, and Consumer. TB&G Marketing currently use a range of channels to interact with managed customers in the delivery of campaign messages. The choice of channels includes not only the nominated Account Executive for a customer, but product specialists, Telemarketing staff, or Dealers. In some segments, Account Management & Campaign support is provided through specially contracted external agents. Current capability supports the delivery of campaigns only through the nominated Account Executive.The proposal is to enhance MAXIM to deliver fully integrated marketing functionality, which supports the delivery of face-to-face, Email and telephony based campaigns through the most effective channel, as determined by TB&G Marketing.

Role and Responsibilities:

● Worked on the Detail Design Document preparation.

● Involved in Preparing a POC for contract creation.

● Configured the required views and applet.

● Performed the e-scripting to achieve the desired functionality.

● Delivering the Change requests as per schedule.

Project 6: F eb 2006 to May 2006

Project : CRM Solution for Territory Management.

Software : Siebel 7.8, Windows 2000, MS SQL Server, Oracle9i Duration : 4 months.

Client : Telstra, Australia.

Description :

Telstra is the biggest Telecom service provider in Australia with wide range of products/services. Telstra Customer Segments are grouped as Enterprise, Small and Medium Enterprise, Small Office Home Office, and Consumer. The Customer Servicing Business Units are Telstra Consumer & Marketing (TC&M) Telstra Business & Government (TB&G), Telstra Wholesale, Telstra Countrywide (TCW).

The objective of this e-communications project is to provide a solution for Emerging Business - Territory Management’s CRM requirements. This will provide Telstra with the ability to monitor and manage the activities and opportunities within the Emerging Business customer segment which is managed through Telstra's Dealer Channel. Role and Responsibilities:

● Performed the configuring new views by cloning the existing views.

● Involved in the Configuration of the find objects.

● Involved in writing the unit test scripts and performed the unit testing.

● Extensively involved in defect fixing during the system testing and System integration testing.

● Worked on the build items of download propagation.

● Imported .xml files to modify the existing workflow and also revised the existing Workflow and deployed it.

Project 7: F eb 2005 to Jan 2006

Project : Consumer Sales Enterprises

Software : Siebel 7.5, Windows 2000, MS SQL Server Duration : J une 05 to Dec 05.

Client : GlaxoSmithKline, USA.

Description :

GlaxoSmithKline is a world’s leading research based Pharmaceutical Company. To streamline their market campaign system, they have implemented Siebel e-business application. The objective of Consumer sales enterprise project is to effective implementation of campaign management and involvement of partners in market campaign. It coordinates the relation on campaign list, call lists, contact call list, literatures, events, quotes, partners, orders, Opportunities, Sales order. Role and Responsibilities:

● Did analysis on the web template items that is causing issues in the production environment.

● Customized joins, Links, MVG Applets, Pick List, and other Controls.

● Developing Technical Specifications and enhancing existing functionality based on functional specifications using Siebel Tools.

● Using Siebel Tools for modification & enhancement and customization of Siebel Business objects, Business Components and interfaces (Views, Applets & Screens).

● Configuring the Pick lists, Drilldowns as per the customer requirements.

● Worked on the unit testing and defect fixing during the testing phases.

● Involved in testing the application during the deployment. Project 8 : O ct 2004 to Jan 2005

Project : K2 – Financial Analyser

Software : Java: Swings, JDBC and Oracle.

Tool : Eclipse.

Duration : Feb 04 to Oct 04

Description :

K2 – a financial analysis tool is mainly designed and developed to analyze the historical data about the market and give a prediction of the future market based on the past data as well as the input given by the market analyzer.

Role and Responsibilities:

● Worked with the business analysts along with the team lead to arrive at a design of the financial analysis system.

● Developed the required screen for this system using swings.

● Used JDBC concept for retrieving the data to the application.

● Developed code that can fetch the data from the specified websites and format it and display it to the end user of the tool.

Education:

● Master of Science in Information Systems from Andhra University affiliated college.

● Bachelor of Computer Science from Nagarjuna University affiliated college.

Contact this candidate