Siebel

Profile

• Total * years and * months of core experience with Horizontal & Vertical application on Siebel Architecture & Infrastructure, Siebel Upgrade 6.6 – 7.7, Administration & Configuration, Business service Scripting, Workflows, EAI and Application Administration.

• Professional certification on CRM applications, Siebel 7 (CCC).

• Expertise in implementing Gplus CTI architecture for complex Siebel deployments.

• Responsible for defining Siebel architecture, planning Siebel environment setup, deployment of Siebel applications across different regions, production support for different industries : Public sector, Telecomm, Financial institutions, ePharma, eLoyalty Management and automotive industries.

• Expertise in setting up Siebel servers, Siebel Web Servers, Database Servers, Actuate Report servers, Remote, Anywhere, migration, Server administration, High Availability, ADSI and Siebel Diagnostic tools, Siebel Configuration, eScripting, EBC.

• Troubleshooting production issues related to Configuration, Infrastructure and User related defects on any version of Siebel application.

• Effectively managed people and their skill-sets in all engagements in a global environment.

• Worked closely with Onshore and Offshore teams from US and India for development, and production support tasks.

• Team oriented, self-motivated and exposed to working international environment and multi-language background.

• Exposed to CMMi, Quality and Testing Excellence Processes.

Educational Qualification

• CIC – Certificate in Computing.

• Bachelors in Commerce.

• EJAP, bitech, Chennai.

• JAVA BEAN COMPONENT DEVELOPEMENT, Sun Microsystems.

• SIEBEL 7 CERTIFIED, US.

Technology Platform

Title Has used in projects

CRM Application Version Siebel 8.0, 7.8, 7.7,7.5.3, 7.0.4, 2000, 98

Technical Expertise Siebel Administration , Siebel Analytics, Siebel Tools, EAI, EIM, Actuate Reports, Workflow Manager and Siebel VB, eScript, Business Service.

Programming Pro*C, PL/SQL, SQL Plus.

Source Code Management VSS, Tivoli

Hardware HP, Dell Power Edge, CTI, IVR, Work Stations & PCs

GUI SVB, eScript.

CTI Gplus 7.5, Genesys Framework 7.5, Gplus 7.5 Campaign Synchronization, Gplus 7.5 Configuration Synchronization. Siemens Hipath 4000

RDBMS Oracle 10g, IBMDB2 8.0,Oracle 8.x / 9.2.0.4, MS SQL Server 2000, MS Access

Operating System MS DOS, Windows (XP, NT, 95, 98, 2000, 2003 Server), Citrix Server, UNIX, Solaris 2.5, IBM AIX 5L v5.2, Linux Enterprise 9.

Data warehousing Informatica.

Professional Experience

Client NMAC, Dallas, US

Duration October 2007 - As of date

Designation Infrastructure Lead

Modules Siebel Automotive

Environment: Siebel 8, Siebel 7.8.2, Siebel Analytics 7.8.2 AN5492

Hardware: IBM AIX 5L - 5.2, Linux, Microsoft Windows 2003 Servers.

Project Description

Nissan STeP Program is a Siebel initiative comprising of Collection, Lease Customer Network, Customer Service Retail & Customer Portal functionality with Siebel as the Core CRM and Business Intelligence (Analytics) System. Integration to Legacy accounting systems and channel partners is through FSM and web services. Project involved in build, test and deploying the CRM solution. Siebel version: 7.8.2.x, Siebel Analytics version: 7.8.2.x (CRM) would be used to implement the solution

Technical Support

 Produced detailed architectural design document for different environments. Some of the key features covered in the document are High Availability solutions, Security Authentication, Actuate Report Servers.

 Installed and created oracle Database and assigned sse_role for SADMIN user

 Installed & Configured Siebel Analytics Servers.

 Configured Siebel Analytics Cluster.

 Implemented Siebel ADM functionality migrate non repository data.

 Mentored in-house Siebel administrators to perform day-to-day admin tasks related to repository migration, installation & configuration of Siebel application servers, troubleshooting of production environment issues etc.

 Installation and configuration of Siebel 7.8.2, 8.1.1 (Gateway, Enterprise, Web, Siebel Management Agent and server.

 Configured Siebel Management Agent & Siebel Management server component to support Diagnostic & Siebel ADM tools.

 Captured AIX errpt report to troubleshoot the software related issue.

 Worked on BMC Remedy for support activity.

 Created Memory.ksh script to capture AIX performance usage per process.

 Captured network report by using network stats.

 Troubleshooting load balancing, IBM Web server related issue.

 Configuration SMTP server with Siebel for email daemon.

 Installed Siebel Document server in Intel Boxes.

 Performed DB Functions.

 Worked on EVT tools to diagnose the Siebel server software related issue.

 Created Database schema and allocated space for siebel database.

 Performed Database schema migration from one environment to another environment.

 Configured scripts for cold backup.

 Extensively utilized third party tools, such as Toad, AQT for everyday data manipulation and updates.

 Performed RUN stats on weekly basis for selective Tables.

 Purging DB logs files.

 Extracted the FDR and Core files with Pstack, DBX utility to troubleshoot the Siebel crash issue.

 Supported Admin activities during the weekends to customer vendors for apply Operating system patches (APRs, Windows critical patches).

 Cleaned up siebns.dat file.

 Integrated bridge between Siebel OLTP and OLAP.

 Implemented Segmentation and Target.

 Turned on LDAP Authentication for Siebel & Siebel Analytics Application.

 Configured Marketing Server BHD,CTD & ESD.

 Configured Site scope Alert for space and memory issue.

 Enable CTI access for end-users.

 Configured and Sync the Actuate Server with Siebel Application.

 Imported inbound and outbound web services.

 Troubleshooting critical production defects related to Siebel workflow, Assignment Manager and Correspondence.

 Configured Siebel LDAP EAI server to balance the maximum loads.

 Worked on end-user Application hierarchy setup.

 Setting Up and Configuring Siebel Integration with GPlus 7.5 Adapter for Voice, Campaign Synchronization and Configuration Synchronization

 Integrated Siebel with Genesys in Soft phone Development

 Support the Inbound and Outbound Solutions

 Assisted in infrastructure for Genesys Framework and CTI support for call center

 Installed GPlus 7.5 Communication Server / Gplus 7.5 Voice Adapter / Gplus 7.5 Driver

Client VISA

Duration March 2007 to August 2007

Designation Siebel Tech Arch

Modules Siebel Call Center, Siebel Loyal Management.

Environment Siebel 7.7.2.6, MSSQL Enterprise, Windows 2003.

Project Description

VisaCare - VIPER Integration Project is the delivery of one common tool set for CSI staff (with a predetermined catalog of Service Requests) that provides accurate and immediate information within VisaCare on incidents, requests, and changes with the ability to provide automated notification to CSI staff of key events and status.

Deliverables

 Technical Architecture design document (TA230) details technical infrastructure to support the development, execution and operation of Siebel application.

 Security Architecture Detail Design Document outlines authentication mechanism across different environments. Documented test scripts to cover DB and ADSI authentication under different scenarios.

 Designed and documented test scripts for high availability (HA) of Siebel servers. HA servers include clustered and load balanced web and object manager servers.

 Documented installation and configuration of Siebel Clients (Tools and Thick Client) for desktops hosted.

Technical Configuration

 Configured Screens, Views, Variety of Applets, Pick Lists, Business Objects, Business Component, Links, Joins, Extension Tables, Extension Columns using Siebel Tools and eScript.

 Extensively worked in Siebel eScript.

 Worked on Detail Design Document.

 Worked in EBC.

 Installation and Configuration of Siebel Servers 7.7 + Patch 7.7.2 for Development , QA, Training, Staging and Production environments.

 Designed security authentication mechanism & configured ADSI + SSL for all environments.

 Using grantusr.sql, Install.ksh, Imprep.skh, ddlSync.ksh

 Installation, Clustering and configuration of Actuate report server, import of rox, user synch etc.

 Designed & configured multiple object managers to support different interfaces.

 Configuration of source control using Microsoft VSS with Siebel application.

 Troubleshooting performance issues (Check-In, Check-out) with Siebel respository, during Dev environment build phase.

 Configuration and validation of Siebel document servers to support generation of correspondence templates and proposals.

 Designed distribution of server components across clustered and load balanced environments based on hardware sizing.

 Responsible for day-to-day infrastructure support, troubleshooting, build migration, deployment of interfaces across all environments.

 Knowledge transition with onshore & offshore teams to handle production rollout, maintenance & resolving defects.

Client Janseen Cilag

Duration April 25 2005 to Feb 2007

Designation Sr. Siebel Consultant Administrator

Modules Siebel ePharma

Environment Siebel 7.7.2, Windows 2003, HP UNIX, Oracle 9.

Project Description

Janssen Cilag implemented a CRM strategy based on Siebel Release 5 and later upgraded to Siebel Pharma 6.0.1 Release. The implementation is focused on the needs of the sales force, needs of the call centers and delivery of an analytical environment for sixteen operating companies. The implementation is based on a centralized development environment with a decentralized operational model. The Siebel application has evolved over a period of time to address the needs of the specific operating companies as well as the needs of the sector as a whole. This has been accomplished through significant customization

Technical Configuration and Upgrade

 Technical Design and installation of Siebel Gateway, Enterprise, Web servers for Pre-Production environment

 Prepared plan for Siebel 7.7.2 upgrade.

 Environment setup for Development Phase, SIT Phase and UAT, TRA, SVT, PRD Phase.

 Using grantusr.sql, Install.ksh, Imprep.skh, ddlSync.ksh.

 Merged of Siebel 6 repository to Siebel7 Repository using upgrep.ksh.

 Installed & configured Gateway Server, Enterprises Server, Siebel Servers and components.

 Installed and Configured Shipped and Unshipped Languages for Siebel Server and components.

 Set up of Oracle Database Server.

 Installed Siebel Analytics Server.

 Set up Analytics repository.

 Captured, troubleshot, escalated and solved Siebel - related problems.

 Composed and executed custom SQL queries, compiled statistics.

 Fulfilled custom requests from different business levels.

 Configured Siebel ADSI SSO.

 Repository Management for multiple deployments (Dev to SIT, SIT to UAT)

 Database Migration from UAT to SIT

 Setting up of Tech Note 600 (Segmentation and Target Design)

 Integrated Siebel with Microsoft VSS (Check in /Checkout Quality Process).

 Converted Non-UNICODE database to UNICODE

 Resolved instability issues on Siebel Analytics Application.

 Implement and setup of custom workflow monitor agent, custom workflow process manager, custom repeating component request.

 Troubleshooting different piece of cluster components within MSCS cluster setup

 Install Primary , Secondary, Territary file system on Siebel Cluster environment.

 Co-ordinate with Dba’s, Server support team for performance tuning on HP Smart Array controller, distribution of SQL server data, transaction log files, index files across different different drives with different raid level.

 Set up performance diagnostic tool for monitoring SQL servers to identify intensive I/O operations, extensive read writes, average disk queue length for read/write etc.

 Designed operating procedures for repository management , security access mechanism and remote management.

Client Cable

Duration July 6 2004 to April 8 2005

Designation Sr.Siebel Consultant (Infrastructure)

Major Modules Siebel Public sector, eService

Environment: Siebel 7.7.2, Oracle 9.2.0.6, Windows 2003, IIS Web Server.

Project Description

Project CABLE is a Siebel Public Sector application and follows a Licensing System. High Level Design and Low Level Design were designed and for the Build and Component/Unit Test. I was responsible for configuration deliverables and development

Technical Configuration & Server Administration

 Configured Screens, Views, Variety of Applets, Pick Lists, Business Objects, Business Component, Links, Joins, Extension Tables, Extension Columns using Siebel Tools and Siebel eScript for NSW Government Licensing system.

 Extensively used VBC and EBC for getting Bill matrix information data from external system.

 Worked on Processing Application Request, Service Request, Compliance/Licensing, Service Agreement, Contact and Module.

 Created Responsibilities and managing visibility using view.

 Used full spectrum of Siebel Best Practices Guidelines in combination with Accenture Best practices.

 Worked on Data Mapping.

 Configured ifb files.

 Loaded the data to EIM Tables using Informatica.

 Ran EIM to load the data to Base Tables.

 Analyze and troubleshoot production issues related to slow performing queries by analyzing event logs.

 Designed guidelines for Repository management, check-in-codes (Repository and Non Repository) into VSS.

 Designed Technical infrastructure for Production and Disaster recovery environment that includes setting up farm house of Servers.

 Configuration and Installation of Siebel Gateway, Siebel Servers, Web Servers and File System Manager for Production and Disaster recover environment as per business requirement.

 Responsible for designing technical specification with business in understanding administrative data and user profiles.

 Migrate repository and additional configuration objects between environments on a regularly scheduled basis to support development, test, and production.

 Monitor and execute Siebel server functions including server and component configuration, workflow management and software patch installation.

 Troubleshoot day-to-day problems for all supported environments related to Siebel servers, Application Object Manager and functional issues etc.

 Responsible for providing accurate time estimates to complete environment builds.

 Technical Design document that details out the infrastructure architecture that will support the development, execution and operation architecture.

Client Toyota Financial Services -US

Duration March 2004 - June 2004

Designation Siebel Consultant

Major Modules Siebel eAutomotive

Environment: Siebel 7.7.2, Oracle 9.2.0.6, Windows 2003, Microsoft IIS Web Servers,

Project Description

Toyota Financial Services is a leading provider of automotive financial services, offering an extensive line of financing plans and insurance products to Toyota customers and dealers in the U.S. Release 1A will involve the replacement of the existing FOCUS front end application with Siebel screens for a pilot group of Customer Service Reps to roll out to the entire CSR community shortly afterwards.

Technical Configuration and Server Administration

 Designed technical infrastructure and installation setup of Siebel Servers, Web Servers, Report Servers for Development, Test and Production environment.

 Defined and deployed Siebel Remote Architecture to existing user base across the board.

 Troubleshooting and problem solving of Siebel Server components, Native Load Balancer, Siebel Object Manager, Siebel Remote, Siebel Workflow, Siebel EIM and Actuate Report server.

 Technical Knowledge of debugging and identifying cause of problem for issues within Siebel Technical domain.

 Technical support for different kinds of issues faced by user community within Siebel application for functional/technical issues.

 Designed Proto-type

 Worked on design documents

 Configured UI layer for creating Screens, Applets, Views and also in customization of Joins, Links, Static and dynamic Pick list, Drilldowns

 Extracted, Initialized, Synchronized local database for DVL user as a part of Remote Client Administration

 Worked on workflow processes for email automation.

 Configured Outbound Communication manager server component to send an email to multiple users using Function Key F9.

 Configured with eScripting with various functionality, especially with customized buttons for Applets.

 Followed Siebel Expert Practices and Services for project rollout.

 Followed Naming Convention Control board advices for the whole project and Siebel expert services advices.

 Set up of Organization, Divisions, Positions, Employees, Products, LOVs.

 Created database & schemas on shared box.

 Server Health checks are done on regular basis.

 Created Automated Batch files on Ms-dos for compilation, repository export/import and database export.

Client AT&T, US

Duration Oct2003 to March2004

Designation Sr. Siebel Consultant

Major Modules Siebel eCommunication

Environment: Siebel 7.5.3,SQL-2000, Sun Solaris 8, Oracle 8.

The application is targeted towards AT&T retail and home based consumers. The application will be deployed at call centers through out the USA and abroad for sales and service interactions. It will be supporting inbound customer interaction for national and regional long distance. The application will provide a complete view of all the accounts, phone numbers (and other assets) and interaction a customer has had. The application will take data from all the channels AT&T supports for sales and service (web, IVR, & legacy desktop applications).

Development cum Technical Support

 Install and Configuration of Gateway/Application Server/Web Server/ Report Server and establish multiple environments

 Integrated Data Using Siebel EAI, HTTP Transport, Custom Business Service using eScript, Workflow Processes and Configuration

 Configured and Customized of User Interface using Siebel Tools and SVB script

 Data Mapping

 Created VBC’s to get the data from external data into Siebel.

 Configured Integration object, Business processes, Business Service to send the data to external legacy system

 Outbound communication with external System based on J2EE

 Integrated IVR with telephony system

 Created of Views, Variety of Applets, Pick Lists, & Dynamic drilldown.

 Writing Applet Server and Browser Script.

 Created of Business Components, Link, Join, and Multi Value Link.

 Writing Business Component Events Scripts.

Client Citibank, Europe

Duration March 2002 to September 2003

Designation Siebel Consultant

Major Modules Siebel Call Center

Environment: Siebel 7.5, SQL-2000, Sun Solaris 8, Oracle 8.

Project Description:

This 24x7 call center and is critical to the success of Citibank’s operations in Belgium which has a vast customer base. The call center is supported by a combination of legacy and in-house applications. A call center agent may have to work with multiple applications. The front-end screens and labels will be in English language. Data will be displayed in the language of the host system. Data entry will continue to be in the language of the host system. This project covers all the businesses and products services that include Checking Account, Savings Account, Mortgage, Loans, Credit Cards, Investments, Time Deposits, Short Term, Personal Loans and Insurance.

Responsibilities / Duties :

My responsibility in this role entails designing, developing, enhancing, debugging, and

maintaining a Siebel Call Center Application. Siebel Tools, VBscript, Business Services, and

Workflow are tools I use in order to achieve this. In addition to these tasks, I have the

responsibility of communicating with various departments in order to gather and translate

requirements into a system design that will be implemented.

Client Citibank, Europe

Duration January 2001 to January 2002

Designation Siebel Consultant

Major Modules Siebel Call Center

Environment: Siebel 98, Oracle 7.

Project Description:

This project provides the back-end integration from Siebel Contact Management System and

Valex Campaign Management system to the legacy data residing on AS400 and other IBM

platforms. The project was delivered in 3 phases with each phase involving a set of products and

processes to be uploaded into Siebel/Valex. As part of this back-integration process, the data is

extracted from the legacy platforms, transformed based on the business rules and loaded into the

Oracle database that serves as a feed to the Siebel and Valex systems. The Extract-Transform-

Load process is done mainly with the help of a tool called Informatica. The key challenge in this

project lied in designing the pool tables such that a customer centric data feed can be provided to

the contact management system. Additionally, the project also executed de-duplication of

customer records using a tool called Trillium.

Responsibilities / Duties :

My responsibility in this role entails designing, developing, enhancing, debugging, and

maintaining a Siebel Call Center Application. Mostly I have worked on support activities like

informatica upgrade, data loads and Siebel Configuration.

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