Project Management
Resume:
ALOK MATHUR
Miami FL, USA
Email: *******@*****.***
Mobile: +1-786-***-****
ACADEMIC QUALIFICATIONS
Degree
University
B.S.(Bachelor of Engineering) in Electronics and Communications
University of Rajasthan, India
ACADEMIC AND PROFESSIONAL DISTINCTIONS
Working in the capacity of CRM Delivery Lead/Architect/On-site Coordinator for Computer Science Corp. at VISA International, Miami FL
Salesforce.com Certified Administrator (2015)
Salesforce.com Certified Force.com Developer (2015)
Strong exposure to Client IT and Business users work environment.
Won several Rewards and Accolades for the achievements and milestones.
Received several Recognition and Appreciations from Customer and IT Leadership
Consistent Academic Performance throughout academic career.
Successfully completed Oracle University Courses – Siebel Essentials 8.x and Reports using Oracle BIP
SUMMARY OF WORK EXPERIENCE
CRM Architect Leader/Lead Business Analyst
Computer Science Corp.
2012 –till date
Senior Consultant
Computer Science Corp.
2010 –2012
Enterprise Package Solution Consultant
IBM India Private Limited
2009 –2010
Software Developer
Tech Mahindra
(Formerly known as Satyam Computer Services Ltd.)
2006 –2009
Intern
Tata Indicom
2005-2005
Intern
BSNL
2004-2004
Responsibilities:
Coordinating between onshore and offshore team and leading the entire CRM Project as well as Support teams.
Analyzing the requirements specified by the client with client’s team, business analysts and team members for thorough outlining of the requirements.
Designing documents with adequate detail and clarity for use of project managers, analysts and team members.
Performing Fit-gap analysis
Building/developing application prototypes and solutions with adherence to standards, procedures and techniques, using best practices.
Demonstrating solutions and presentations to the stakeholders
Understanding CRM capabilities and limitations and communicating them to the stakeholders.
Developing LOEs
Creating and interpreting technical and business strategy roadmaps
Performing process modelling and architecture diagramming.
Formulating test cases and testing software using them for their robustness, reliability and integrity with respect to high quality standards.
Coordinating with the various team on defects management
Planning User Acceptance Testing (UAV) with the Business groups
Providing support for the User Acceptance Verification (UAV) and QA phases.
Communicating effectively and proactively with IT and Business stakeholders and articulate ideas and recommendations clearly – Single and sole onsite POC
Experience leveraging third-party offshore partners, software and professional staff to develop and implement closely managing the vendor performance for targeted deliverables.
Lead designing and code review sessions. Develop new capabilities
Projects:
Sales and Marketing CRM Migration
Global Product Framework Implementation
Implementing IWS Plugin for CRM
Visa Feature Select (VFS) Global Implementation
Global Customer Assistance Support (GCAS) Maintenance Releases for VISA Inc.
Specialty and Social Media Group: Multi-Channel implementation
V.me/Magellan Customer Support implementation releases for VISA Inc.
VISA Global Customer Assistance Support (GCAS) Implementation for VISA Inc.
MasterCard Siebel Enterprise Marketing Platform
Hero Honda DMS Connect
United Nations iNeed Project
Agilent Voyager
Telco Xpress
Technical Skills:
Technology
Salesforce:
Force.com Developer and Administrator
Experience with:
Configuration and Custom Development
User Setup and Hierarchy Structure
Global User Interface
Security and Access
Standard and Custom Objects
Sales and Marketing Cloud Application
AppExchange apps
Workflow Automation
Reports and Dashboard
Visual Force (Pages, Component & Controllers) Security Controls
Email Templates.
Data Management (including migrating/loading data)
Web Service Integration
Siebel: Configuration, Scripting, Workflows, Siebel Reports using BIP/Actuate e.Designer, EAI, Siebel Administration, EIM, Architecture, Open UI,
Siebel CTI: Gplus Integration for voice and multimedia
Genesys IWS Connector/Plugin for CRM
CRMOnDemand, OBIEE
Tools & Modules:
SFDC Tools: Data Loader, Connect Offline, SalesForce to SalesForce, Apex Explorer, SFDC Report Builder
Version Control Tools: ClearCase, Visual Source Safe
Others: MS Project, HP – Mercury Suite
Siebel: Siebel Tools 8.1.1.x /8.1/8.0/7.8/7.7
Siebel Marketing 8.1.1.2, Siebel eDealer 8.1.1, Public Sector 8.0, Siebel Call Center 8.1.1.11, Siebel Service 8.1.1.4, Siebel eCommunications 7.8
BIP 10g R3Actuate Reports e.Designer 8
Genesys IWS 8.5
Functional Areas
Salesforce: Account, Case, Opportunity management, Campaign, Lead, Contact Management & List Management
Domain: Finance, Call Centre, Marketing, Automotive, ITIL, Telecom, Manufacturing
Project Name: Sales and Marketing CRM Migration
Role: Delivery Lead/CRM Architect/Onsite-Coordinator
Location: Miami, FL
Client: VISA Inc.
Module/Application: Salesforce Sales and Marketing Cloud and Siebel Sales 8.x
Duration: 2012 – till date
SDLC Mode: Agile
Team Size: 12
Organization: Computer Science Corporation
PROJECT DETAILS
Implement and rollout the next generation Sales & Marketing CRM based on Salesforce.com platform, along with required integrations, to fully support sales & marketing related business processes and collaboration across FI, Acceptance, and CYBS on a single platform.
Migrate to a common best-of-breed Sales & Marketing platform (CRM) across FI, Acceptance, CYBS divisions & geographies.
Build end-to-end support for core business processes and ensure repeatable tasks and actions are automated in a way that aligns with expectations of the stakeholders.
Deliver data integrations inclusive of existing Visa solutions and associated databases as well as 3rd party Cloud/SaaS solution provides following a phased approach based upon business priorities
Integration between on premise Siebel and Salesforce using the Service Gateway Reference Architecture
Siebel CRM is used currently by the support, sales, and marketing organizations to track the majority of activities. Going forward, sales and marketing will no longer use this tool. Support will likely continue to use this tool or an upgraded version/replacement.
Two – way synch direction:
oData To Salesforce CRM (SOAP-based web service) Objects: Account, Service Request (aka Case) Merchant ID Account and others
oData From Salesforce CRM (SOAP-based web service) Objects: Account and Merchant ID Account and others
oFrequency Hourly or Button Click in Salesforce.com (real-time as well as Batch integration)
Turning off integrations in Siebel CRM
ROLE
Customizing Salesforce for Account, Case, Contact Management, Opportunity, Lead, Campaign, and List Management.
Integrating salesforce with Siebel CRM
Migrating Metadata from sandbox to Production.
Creating Marketing reports & dashboards.
Implementing data migration and integration between Legacy system and Salesforce CRM using Data Loader.
oMigrating customer data using Data Loader and Import Wizard
Designing, deploying Custom objects, Custom tabs, Entity-Relationship data model, validation rules, Workflow Rules, Auto-Response Rules, Page layouts, Components, Visual Force Pages to suit to the needs of the application.
Designing page layout with Visualforce and Apex.
Working in multi org Environment and shared records with Salesforce to salesforce Configuration.
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team
Analysis of the requirements with client's team for thorough understanding and coming out with solution/technical specifications.
Ensuring development of application prototypes and solutions with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with customers and VISA teams.
Providing proper estimates to complete every issue/bug, working with the developers.
Project Name: Global Product Framework Implementation
Role: Delivery Lead/Architect/Onsite-Coordinator
Location: Miami, FL
Client: VISA Inc.
Module/Application: Siebel Call Centre 8.1.1.10
Duration: July 2014 to May 2015
Team Size: 12
Organization: Computer Science Corporation
PROJECT DETAILS
Objective of implementing a new product framework across VisaNet: a new Global Product ID (GPID) Framework, a core component of which is Product ID
ROLE
Leading a team of Siebel Core, Data Migration, and Integration resources
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution/technical specifications.
Ensuring development of application with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with customers and VISA teams.
Providing proper estimates to complete every issue/bug, working with the developers.
Maintaining Release and the Development Notes.
Project Name: Implementing IWS Plugin for CRM
Role: Delivery Lead/Architect/Onsite-Coordinator
Location: Miami, FL
Client: VISA Inc.
Module/Application: Siebel Call Centre 8.1.1.10 and IWS 8.5
Duration: July 2014 to January 2015 and April 2015 to July 2015
Team Size: 6
Organization: Computer Science Corporation
PROJECT DETAILS
Objective of the project is to replace the Genesys-Siebel G-Plus adapter and Siebel CTI toolbar for GCCS, for support of voice and email channels.
To leverage the more powerful multi-channel management within IWS and deliver more functionality and usability
To reduce the impact on Siebel deployments with each new channel or new functionality introduced by the Genesys media layer
ROLE
Leading a team of Siebel Core and CTI resources
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution/technical specifications.
Ensuring development of application with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with customers and VISA teams.
Providing proper estimates to complete every issue/bug, working with the developers.
Maintaining Release and the Development Notes.
Project Name: Visa Checkout/Magellan Customer Support Implementation and Enhancements
Quarterly/Sprint Release cycle: 2.0, 2.5, 3.x, Bangkok, Copenhagen, Dakar, Edinburg, Funafati and Pivot release, Rebranding Release, Brazil releases, FY’ 2015 Sprints
Role: Delivery Lead/Architect/Onsite-Coordinator
Location: Miami, FL and Foster City, CA (USA)
Client: VISA Inc.
Module/Application: Siebel Call Centre 8.1.1.10
Duration: October 2011 to till date
Team Size: 12
Organization: Computer Science Corporation
PROJECT DETAILS
This project introduces capabilities to the Visa Checkout Siebel system with the help of following things:
1.Automatic routing of emails through the Genesys eServices platform to the Siebel CRM application. Incoming emails automatically generate a Siebel service request for CSRs to capture and respond to customer inquiries, and CSS management to track and report activity.
2.Real-time CSR access to Visa Checkout through the Siebel CRM platform. CSRs will now able to search for a Visa Checkout consumer and view information in their wallet through the Siebel CRM application.
3.Enabling Customer Support Representatives to perform functions on behalf of customer
4.Incoming call routing capabilities through the Genesys eServices and Siebel CRM applications
5.Phone Support for Visa Checkout customers through IVR
6.Preferred Language selection for both emails and voice calls through Genesys
7.Showing Security Questions and Answers in the Selected Preferred Language to the agents
8.Designing complex Webservice Interfaces
With the help of this project, Visa Checkout consumer customer support platform integrates Visa Checkout with the Client Support Services (CSS) telephony, email and CRM applications.
ROLE
Leading a team of Siebel Core, Integration, and CTI resources.
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution/technical specifications.
Ensuring development of application with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with customers and VISA teams.
Providing proper estimates to complete every issue/bug, working with the developers.
Maintaining Release and the Development Notes.
Project Name: Global Customer Assistance Support FY13 Maintenance Releases
Semi-Annual Release Cycle: FY12 MR1, FY12 MR2, FY13 MR1, FY13 MR2
Sprint Releases: Sprint 1 to Sprint 9
Role: Delivery Lead/Architect/Onsite-Coordinator
Location: Miami, FL
Client: VISA Inc.
Module/Application: Siebel Call Centre 8.1.1.10
Duration: November 2011 to till date
Team Size: 11
Organization: Computer Science Corporation
PROJECT DETAILS
This project is a Maintenance Release project and includes changes for GCAS Service Requests, Data Maintenance areas, V.me Service Request areas, VOLs Service Requests and Specialty Service Requests areas
ROLE
Leading a team of Siebel Core, Integration, and CTI resources.
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution/technical specifications.
Ensuring development of application with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with customers and VISA teams.
Providing proper estimates to complete every issue/bug, working with the developers.
Maintaining Release and the Development Notes.
Project Name: Visa Feature Select (VFS) Global implementation
Role: Delivery Lead/ Architect/Onsite-Coordinator
Location: Miami, FL
Client: VISA Inc.
Module/Application: Siebel Call Centre 8.1.1.10
Duration: February 2014 to September 2014
Team Size: 9
Organization: Computer Science Corporation
PROJECT DETAILS
Objective of the project is to implement VFS as a benefits servicing database and servicing tool for Canada and other global regions. VFS is Visa’s benefits platform for credit, debit, commercial, prepaid and non-Visa products. The platform was developed as a global platform but limited to US to date. This is to implement VFS to support Account Level Processing (ALP) and non-ALP benefits.
ROLE
Leading a team of Siebel Core and Integration resources.
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution/technical specifications.
Ensuring development of application with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with customers and VISA teams.
Providing proper estimates to complete every issue/bug, working with the developers.
Maintaining Release and the Development Notes.
Project Name: Specialty and Social Media Group: Multi-Channel implementation
Role: Delivery Lead/Architect/Onsite-Coordinator
Location: Miami, FL
Client: VISA Inc.
Module/Application: Siebel Call Centre 8.1.1.10
Duration: September 2012 to April 2013
Team Size: 9
Organization: Computer Science Corporation
PROJECT DETAILS
This project introduces capabilities to the Siebel system with the help of following things:
Automatic routing of emails through the Genesys eServices platform to the Siebel CRM application. Incoming emails automatically generate a Siebel service request for CSRs to capture and respond to customer inquiries, and CSS management to track and report activity.
Incoming call routing capabilities through the Genesys eServices and Siebel CRM applications
Phone Support for customers through IVR
Preferred Language selection for both emails and voice calls through Genesys
ROLE
Leading a team of Siebel Core and CTI resources.
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution/technical specifications.
Ensuring development of application with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with customers and VISA teams.
Providing proper estimates to complete every issue/bug, working with the developers.
Maintaining Release and the Development Notes.
Project Name: VISA Global Customer Assistance Support Implementation
Role: Delivery Lead (Onsite-Offshore)
Location: Foster City, CA, and Miami, FL (USA)
Client: VISA Inc.
Module/Application: Siebel Call Centre 8.1.1.4
Duration: February 2011 to September 2011
Team Size: 21
Organization: Computer Science Corporation
PROJECT DETAILS
GCAS Siebel is a critical call center application vital to Global Customer Assistance Service’s (“GCAS”) business processes. This critical call center application was dependent upon an extremely out of date and unsupported technology stack which creates significant risk to the GCAS business. As a result, GCAS wants to implement a seamless CRM solution that supports their current and future business needs.
ROLE
Leading a team of Siebel Core, Integration, CTI, Administration, OBIEE and Data Migration.
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution/technical specifications.
Ensuring development of application with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with customers and VISA teams.
Providing proper estimates to complete every issue/bug, working with the developers.
Maintaining Release and the Development Notes.
Project Name: MasterCard Siebel Enterprise Marketing Platform (EMP)
Role: CRM Lead (Onsite-Offshore)/Lead Developer, Focal point for MasterCard team
Location: St. Louis, Mo, USA
Client : MasterCard Worldwide
Module/Application: Siebel Marketing 8.1.1.2
Duration: May 2010 to February 2011
Team Size: 19
Organization: Computer Science Corporation, Global Oracle Practice.
PROJECT DETAILS
The creation of a centralized, compliant database enables MasterCard to understand Consumer behaviors across MasterCard programs and channels. It also enables MasterCard to further understand Consumers and define new value propositions in new and relevant channels; as well as realized speed to market for product initiatives and to further enhance and evolve MasterCard’s Marketing Discipline.
The major functionality revolves around the following subject areas: Marketing Plans, Campaigns, Offers, Treatments, Marketing Programs, Contacts, Prospects, List Import and Export, Segment/Segment Trees, Policy Admin, Common Logging et al.
ROLE
Heading the Review Board Meeting with other teams-Client, Oracle, and other Vendors.
Heading the Defects Management Meeting and providing technical/functional knowledge transfer to Client’s Testing team.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution/technical specifications.
Development of application with adherence to standards, procedures and techniques, using best practices wherever required.
Bug fixing and coordination with BA/customers for changes/updates.
Coordinating with other teams like OBIEE to let them finish the required functionality.
Providing proper estimates to complete every issue/bug, working with the developers.
Maintaining Release and the Development Notes.
Project Name: Hero Honda Dealer Management System
Role: Module Lead/Lead Siebel Developer.
Client : Hero Honda Motors Ltd, Gurgaon, India
Module/Application: Siebel eDealer/Automotive 8.1
Duration: April’2009 to March’2010
Team Size: 58
Organization: IBM India Pvt Ltd.-GBS, Bangalore
PROJECT DETAILS
HHML has decided to implement a Dealer Management System [DMS], across its dealer network. HHML, IBM, Oracle and Bharti have got together in this initiative to Build, Implement, Host and manage a robust DMS on Siebel platform Application.
To provide an Integrated System for connecting our Channel Partners to ensure Standardized Processes in order to Improve Customer and Partner Satisfaction Levels.
Coverage & Standardization of Secondary Sales, Service and Spares Processes across dealerships.
ROLE
Taking ownership of the ‘CLAIMS MANAGEMENT’ module (Like Free Service Coupon, Warranty, and other 20 type of Claims) and things related to it.
Analysis of the requirements with client's team, BA for thorough understanding and coming out with solution.
Development of application with adherence to standards, procedures and techniques, using best practices wherever possible- also referring ES Review and David Tools Report.
Bug fixing and coordination with BA/customers for changes/updates.
Coordinating with other teams like Data Migration, Integration, BIP Reports, Service Teams whenever required in order to achieve the required functionality of CLAIMS.
Providing technical/functional knowledge transfer to other teams like Testing team.
Developed Reusable Assets for implementing Sequence Number Requirement and Approval Functionality across all the entities in the project.
Providing proper estimates to complete every issue/bug related to 'Claims' module.
Preparing Solution Diagrams of the whole project as part of Solution Strategy Document
Project Name: United Nations iNeed Project
Role: Senior Siebel Developer, Siebel Reports/Actuate Developer
Client : United Nations International Computing Centre
Module/Application: Siebel Public Sector 8.0
Duration: April’2008 to March’2009
Team Size: 19
PROJECT DETAILS
UN iNeed Siebel Implementation engagement objective is to provide the UN with a single standardized, integrated platform for managing service delivery, specifically, requests in the areas of Facilities Services Management (FSM) and Information Technology Services Management (ITSM).
Application (Incident management, problem management, request management, project management, self service, SLM, resource management, configuration, PDA).
Application is rolled out to location in 5 different countries with more than 20,000 desktop users and 300 PDA users.
ROLE
Use Siebel Tools to modify/create Siebel Tools objects in order to meet client requirements.
Design and build application components including scripts, Reports, Workflows etc.
Customize business object models and data object models. Prepare mockups for functionality.
Perform unit and integration testing– SIT and UAT and Debugging and providing fix to issues identified as technical.
Responsible for providing technical and project specific knowledge to team members.
As a Actuate Report Developer was Responsible for:
Gathering Requirements from Client and analyzing to meet the requirements.
Configured BCs/BOs according as per the Requirements. Involved in writing scripting in VB for Complex Requirement.
Developing Master Detail, Group By and Complex reports like Parameterized, Chart Reports.
Project Name: Agilent Voyager
Role: Senior Siebel Developer
Client: Agilent Voyager Siebel Implementation, USA
Module/Application: Siebel Service 7.7
Duration: August’07 - March’08.
Team Size: 21
PROJECT DETAILS
The Project is to foremost improve the implementation of 'Safety' and No Charge 'Modification Recommended' Service Notes by enabling easy identification and installation of applicable SVN's within Siebel, and enabling reports to track performance utilizing Siebel data. In addition, the project provided visibility to available Chargeable SVN for a specific unit as well as products in Siebel.
This Project also enabled Agilent to effectively manage all aspects of Contacts/Accounts/Interactions Management, Territory Management, Quota Compensation Management, Marketing Management and Reporting in a seamless manner.
The primary users of the this application are the Service and Sales Teams which comprises of Help Desk, Online Service Engineers, Bench Engineers, Site Engineers, Sales managers and Sales Reps.
ROLE
Involved in preparing the Technical design document for the functionality specified in the FDD.
Use Siebel Tools to modify/create Siebel Tools objects in order to meet client requirements.
Involved in extensive Configuration using User properties, Data Validation Manager and creating Business Services.
Using scripting where ever configuration doesn't fit the requirement.
Defect Fixing and Handling change request queries-SIT & UAT.
Project Name: Telco Xpress
Role: Siebel Developer
Client: Multiple
Module: Siebel eCommunications
Application: Siebel 7.8
Duration: 2006 – 2007
Team size: 11
Organization: Satyam Computer Services Limited
PROJECT DETAILS
Telco xPress is aimed at giving an end to end and pre integrated solution to the telecom Industry. The major systems involved in this integrated solution are CRM (Siebel), and Billing (Oracle Portal Billing). Oracle Fusion is used as a Middleware for integrating all these applications and enabling data transfer between them.
The business processes that are included in this project are Account & Contact Management, Opportunity Management, Order Management, Product Management and Service Request Management.
ROLE
Participation in requirement gathering and project planning phase with project managers, business analyst.
Understanding the business process in the Telecom Industry and involved in writing the project artifacts.
Involved in customization related to various business process and in writing eScript, and using Business Service, Workflows on various Components like Quotes, Order, and Service Request etc.
Involved in integration with Oracle BRM through Fusion middle ware using Workflows.
PERSONAL DETAILS
Date of Birth: November 26th 1984
Permanent Address: 9511 Fontainebleau Blvd Apt 115 Miami 33172 FL
Passport Number: L1241756
Date of issue: 03 05 2015
Date of expiry: 03 14 2025
Visa Status: Holds valid work visa for USA
Strengths: Strengths: Good Communication Skills, leadership, meticulousness, attention to details
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