Project Manager Sales

Nilesh Surana

732-***-**** ********@*****.***

Summary:

• 9+ years of IT experience in Siebel CRM application architecture administration, configuration, testing and Project Management.

• Majority of the experience gained as an Employee of SIEBEL systems and Oracle Corporation supporting a variety of clients in USA , Asia Pacific and Europe.

• Seasoned IT Professional with technical skill set & management expertise in Software Acceptance and Validation Testing & technical project management.

• Extensive exposure to working with international clients thereby developing the ability to work in highly diverse environments with people from varied backgrounds.

• Possess in-depth knowledge in Siebel CRM application testing. Expertise in Siebel Call Centre, EAI, Web Services, Server Administration.

• Possess in-depth knowledge in Computer Telephony Integration (CTI), eMail response and Smart Answer modules in Siebel Call Center, with experience in integrations with Genesys, Envox (Dialogic), CCA (T@W), I3, Outlook, Lotus Notes, Banter and Lymba.

• Experience in Automation Testing.

• Experience in software delivery on various platforms which includes Siebel CRM, Siebel ICM.

• Experienced in Project Management & People Management.

• Successful experience in team management and managing client expectations.

• Extensive exposure to filing Patents.

• Siebel 7 essentials completed.

Education:

Bachelor of Engineering (Instrumentation Technology)

Technical Skills:

Databases & Tools : Oracle 8/9i/10gR2/11gR1/R2, IBM DB2 UDB, MSSQL 2000

Automation Testing : Quick Test Pro (QTP)

CRM / ICM : Siebel 7.5, 7.7, 7.8, 8.0, 8.1, 8.1.1, 8.2, 8.2.1, 8.2.2

Operating Systems : Windows 2000/Win 2003/Win 2008/

Client OS : XP/Vista/Win7/Mac OS

Browsers : IE6/7/8, Safari, Firefox 1.5/3.x, Mozilla 1.7

Trainings:

Siebel 7 (Essentials) : From Siebel University

PMP® : From Oracle University

Project Experience :

Client : American Red Cross April 2011 – Till date

Project: BioArch – Bio Medical

Role: IT Project Manager/Siebel Architect

Description

American Red Cross in ‘Current State’ is not supported by a standard call center architecture or model.The scope of this project is to enable call center consolidation and improved productivity with Hosted solution integrated to American Red Cross Infrastructure and desktop to achieve

• Centralized administration and monitoring of call center platform.

• All outbound call go through the dialer, all inbound tracked through ACD.

• Skills-based Call Routing and tracking capabilities allow for best call handling.

• Larger pool of agents operate more efficiently

• Supervisors’ focus shifts to coaching.

• Enables American Red Cross to move to “contact center”

• Comprehensive “creadle to grave” call center reporting for decision support.

Responsibilities

• Responsible for planning, strategy and schedules, progress and status reporting

• Responsible for co-ordination of Installation of Siebel Servers with Oracle OD team, Telecom Infrastructure with American Red Cross Telecom team.

• Responsible for co-ordination of Application Development, Configuration and testing with American Red Cross Engineering team, Deloitte Engineering team and System Integration Inc Engineering team.

• Ensure alignment of requirements into test conditions & scripts

• Work with respective interface teams for test data preparation

• Co-ordination with Business, Technical & Interfacing teams throughout test phase

• Understanding of Business Requirements and sharing the same with offshore team

• Manage Testing deliverables for reviews and signoff

• Coordination and walk through with Business for test signoffs

• Work with all stake holders for signoff of artifacts

• Provide Siebel Architectural knowledge is reviewing the solution provided by the vendors.

• Ensure the product complies with all the standards as per the FDA regulated system.

Environment:

Hosted Siebel Application (Linux Servers with Windows Server in a single enterprise) by Oracle OD team.

Hosted CIC Server by SII team.

I3 Client, I3 Scripter, Supervisory module installation at Call Center Tele Recruiters workstation.

Installation of MPLS Circuits, Routers, Cisco Call Manager at various American Red Cross Call Center sites.

Oracle Jan 2009 – April 2011

Project: Siebel Call Center, EAI, Web Services, Server Infrastructure

Role: Technical Manager

Description

Siebel Call Center, the market leading application for call centers, can transform a company’s call center into a next-generation, cost-effective contact center. By managing, synchronizing, and coordinating customer interactions across all channels, a company has the information required to deliver world-class service and generate additional sales.

Siebel Core is the heart of the Siebel CRM and responsible for providing the necessary infrastructure/support to all the Siebel Applications and modules.

Responsibilities

• Responsible for end to end Installation, configuration, administration and testing of Siebel Core and Contact Center application

• Responsible for test planning, strategy and schedules, progress and test status reporting

• Ensure alignment of requirements into test conditions & scripts

• Work with respective interface teams for test data preparation

• Co-ordination with Business, Technical & Interfacing teams throughout test phase

• Understanding of Business Requirements and sharing the same with offshore team

• Manage Testing deliverables for reviews and signoff

• Coordination and walk through with Business for test signoffs

• Work with all stake holders for signoff of artifacts

• Assist in the training and assimilation of new employees

Environment: Clearcase, eBiz, Oracle internal tools, Win2K, Win2K3, Win 2008, AIX, Solaris, Oracle EL, SuSE Linux, HP-UX, SQL Server 2K, Oracle 10g, 11g, DB2, Win XP, Vista, Win7, MAC, IE 6, IE 7, IE 8, Firefox, Thunderbird, Safari and Quick Test Pro (QTP)

Symphony Services Jan 2004 – Dec 2008

Client : Oracle Corporation Feb 2007 – Dec 2008

Project : Siebel Call Center (CTI/Chat/eMail Response),

Role : Technical Team Lead

Description

Siebel Call Center, the market leading application for call centers, can transform a company’s call center into a next-generation, cost-effective contact center. By managing, synchronizing, and coordinating customer interactions across all channels, a company has the information required to deliver world-class service and generate additional sales

Responsibilities

• Configuration/Installation of the middleware (CT-Connect, Genesys - Gplus adapter, Contact Center Anywhere formerly known as Telephony @ Work) with Siebel CRM application

• Configuration of event handlers, hoteling, commands, hotkeys for Siebel CTI.

• Performing CTI/Smart Answers/eMail Response operations by invoking eScript/Workflow

• Debug issues related to middleware, Siebel CTI integration and provide resolutions.

• Involved in installation and configuration of softphone for CCA integration.

• Involved in installation and patch application of Siebel Servers of various codelines

• Design & document Test Plans for various functionalities

• Testing Siebel Call Center Application on various platforms

• Conduct navigation, functional and regression testing

• Understanding the complete user flow of the application and creating/reviewing technical documentation published as part of Siebel Bookshelf, Release Notes.

• Defect Reporting and Tracking using Defect Tracking System

• Involved in post implementation support

• Peformed program manager role by working with all the stake holders.

• Mentor team members.

• Innovation Mentor for Symphony Services.

• Assist in the training and assimilation of new employees

Siebel Inc, USA

Project :Siebel Common Components, July 2006 – Feb 2007

Role: Senior Engg, Team Leader

Application: Siebel 8.0, earlier releases (maintenance)

Description

Common Component team deals with the entire core Siebel functionality and providing all base QA teams with Actuate Reports Server, Chat Server, Search Server, Collaboration server server.

Responsibilities

• Configuration/Installation of Actuate Reports Server, Chat Server, Search Server.

• Design, document and maintain Test Plans, Test Cases for various functionalities

• Understanding the complete user flow of the application

• Involved in PSX testing.

• Involved in JAWS testing.

• Design, develop & maintain automation scripts using QTP 6.5.

• Defect Reporting and Tracking using Defect Tracking System

• Prepared test related reports and matrices

• Establish working relationship with Onsite counterparts

• Provide timely and accurate work progress via status reports and weekly meetings

• Mentor team members

• Assist in the training and assimilation of new employees

Environment: Win2K, AIX 5.2, Oracle 9i, SQL Server 2000, DB2 8.1, Jboss, Tomcat, WebSphere, IE 6, Actuate 8, Solaris, Clearcase, eBiz,

Siebel Inc, USA

Project : Siebel Sales 7.8 Feb 2006 – Jul 2006

Role: Senior Engg

Application: Siebel 7.8.

Description

• Design & document Test Plans for various functionalities like Dun and Bradstreet, Forecasting.

• Involved in testing the Application on various platforms

• Conduct navigation, functional and regression testing

• Understanding the complete user flow of the application

• Defect Reporting and Tracking using Defect Tracking System

Responsibilities

• Design & document Test Plans for various functionalities like Dun and Bradstreet, Forecasting.

• Involved in testing the Application on various platforms

• Conduct navigation, functional and regression testing

• Understanding the complete user flow of the application

• Defect Reporting and Tracking using Defect Tracking System

Environment: Win2K, SQL Server2K, IIS, AIX, DB2, Solaris, Oracle 9i, IE 6, Clearcase, eBiz.

Siebel Inc, USA

Project : Siebel ICM, Jan 2004- Feb 2006

Role: Engineer/Senior Engg

Application: Siebel ICM, eBiz

Description

Siebel ICM 7.5.3 provides the functionality that allows compensation professionals to automate and optimize the ongoing and cyclical process. Siebel ICM is also integrated with Siebel CRM.

Responsibilities

• Configure Siebel ICM, integration with Siebel CRM and SSO Implementation.

• Design, document and maintain Test Plans, Test Cases for various functionalities

• Understanding the complete user flow of the application

• Involved in I18N & L10N testing.

• Design, develop & maintain automation scripts using Winrunner

• Defect Reporting and Tracking using Defect Tracking System

• Prepared test related reports and matrices

• Establish working relationship with Onsite counterparts

• Provide timely and accurate work progress via status reports and weekly meetings

• Mentor team members

• Assist in the training and assimilation of new employees

Environment: Win2K, AIX 5.2, Oracle 9i, SQL Server 2000, DB2 8.1, Jboss, Tomcat, WebSphere, IE 6, Clearcase, eBiz.

Elico Ltd Aug 2003 – Dec 2003

Project: Motiva EIM, Motiva USA

Role: Engineer

Application: Motiva EIM

Description

Motiva EIM is a web based Incentive Compensation Management application used world wide for managing sales compensations in an organization

Responsibilities

• Installation & Configuration of the application on Windows platform.

• Test plan creation and maintenance of the same.

• Verification of the UI and validating various features of the application.

• Querying the database, when an error is encountered.

• To log defects using bug tracking tool ‘Test Track Pro’ application

• Running Automation scripts using Win Runner

• Automation of Test Plans using Win Runner

Environment: Win Runner, Test Track Pro.

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