Applications Manager

Vikas Jain

Cell: 703-***-**** Home: 617-***-**** oiayvi@r.postjobfree.com

• Consistently delivered SLAs of First Time right of 98% or more

• Driven in-time resolution from 66% to 92%

• Driven offshore leverage from 33% to 80% without compromising on quality and timelines • On-Time, On-Budget delivery – 100% track record

• Driven Productivity improvements of more than 10% YoY

• Driven business process improvements to cut costs by millions of dollars

Experience Summary:

• 15 years of hands-on experience includes Application Management, Project Management, Vendor Management, Business Development, and Software Engineering.

• Great people management skills - leading the team of 30+ IT engineers.

• 10 years of Project management and Project lead experience

• Expertise in delivering projects by leveraging teams spread across the globe

• Expertise in leading multiple projects in parallel

• Implemented Mobile solutions (iPad and Win OS applications)

• Experience managing client relationship as well as vendors management

• Adept in motivating team and gaining team’s commitment to achieve end results

• Brought process improvements in working of Siebel team at i-flex, Iron Mountain and Ingersoll Rand and set the benchmarks for other teams.

• Performed Gap Analysis & Requirements Study, written Design specifications & Test cases, coordinated Development, Testing, Deployment and Maintenance application deployed across 16 Business organizations.

• Other activities include Meetings and discussions with Senior management for Requirement Study, Gap Analysis, Demos, Presentations, Scope definition, Effort estimate, Resource planning, Project tracking, conducting UAT, Managing Change Control.

• Extensive experience in Siebel includes Sales, Service, Marketing, and Call Center with good understanding of modules, viz. Accounts, Quotes, Order Management, Opportunities, Agreements, Service Request, Campaign, Products, Pricing, Proposal, Financial Accounts, Activities & Calendar, Call Report, Contacts and other related modules.

• Sound knowledge of Siebel Tools, Siebel Actuate Reports, EAI; SOA, Web Services, Integration Objects, Business Services, Workflow Process and Policies, EIM and Data Migration, Siebel eScript, Workflows and Assignments Manager, Siebel Wireless and Handheld.

• Experience working on highly integrated application (with over 30 interfaces)

• Strong oral and written communication skills

• Domain knowledge includes Financial Services, stock market, banking, leasing, retail, Industrial products and service sector.

Organizations worked for

1. Ingersoll Rand – Application Manager Feb, 2008 - Current

2. Iron Mountain – Tech Lead/Architect Jan, 2006 - Jan, 2008

3. Oracle Financial Services – Project Manager Dec, 2000 – Jan, 2006

4. Victron International (Startup) – Systems Lead Oct, 1997 – Nov, 2000

5. Globe Capital Markets – Equity Sales Manager Sep, 1996 – Oct, 1997

Academics

• MBA Finance from University of Pune, India

• IBM Certified e-Commerce professional

• Oracle training on Integrating Siebel Applications

• CFP (Citigroup Financial Professional) in Futures Trading and Debt Financing

Professional Experience:

Feb, 2008 – Onwards

Employer: Ingersoll Rand(Charlotte, NC)

Ingersoll is a $15 bn company and has leadership in most of the products it sells. The company constitutes of 5 sectors and I work primarily for Industrial technologies sector (ITS).

Role: Application Manager

Applications Siebel 8.1.1.2 Sales and Service, Siebel Handheld, CCOD

Responsibilities: • Manage Siebel Application with user base of over 1600

• Responsible for 3 towers containing 30+ onsite/offshore employees/consultants for various projects running in parallel, production support and process improvements

• Manage Smart phone/iPad implementation to support field service technicians

• Work with business users, Business Relationship Managers (BRMs) and other stake holders to understand business challenges and requirements and drive solutions for the same

• Develop the roadmap to support business goals and objectives

• Work on solution architecture and high level design

• Drive continuous process improvements to support business efficiently and effectively

• Create, track and drive different metrics for the application and team

• Evaluate new product features, technologies, and software products to determine feasibility and desirability of incorporating their capabilities within the organization

• Drive all the CRM initiatives related to Industrial Technologies sector

• Coordinate with other teams and take appropriate actions to enhance usability and improve customer satisfaction

• Put best endeavor to keep the team Siebelized: Follow Siebel suggested best practices

• Provide design solutions to help team for complex requirements

• Vendor relationship management

• Prepare team member’s career path in line with organization’s and individual member’s objectives.

• Set the annual goals and objectives in participation with team members

• Overall responsible for team goals set at the beginning of the year

1. Field Service implementation for Asia Pacific

2. Siebel iPad Field Service Implementation

3. Siebel Service productivity

4. Siebel iPayment Solutions

5. CCOM Canada Implementation

6. Siebel PRM

7. Siebel upgrade from 7.8 to 8.1 – This was industry benchmark and was picked up by Oracle for business case study

8. Lead Management

9. Siebel Handheld for field service

10. CCOM solution rollout to 16 Customer Centers in US

11. 28 other small(~200 hours) to medium(~500 hours) size releases

Feb, 2006 – Jan, 2008

Employer: Iron Mountain (Boston, MA)

The company is leader in Information and Records Management with more than $2.6 bln in revenues. Siebel has been implemented by company as SFA tool to more than 1200 sales users.

Role: Project Lead/Architect

Technologies: Siebel 7.8.2 tools, EAI, SOA, Oracle 9i

Responsibilities: • Manage all the CRM initiatives for Iron Mountain

• Manage all Siebel implementations

• SPC for support of Siebel SFA application

• Create and maintain Siebel best practices and activities, addressing

application, data and technology in the context of business processes

• Continuously improve processes for effective an efficient execution of the projects and day to day bug fixes

• Develop solution value assessment that includes Business Strategy through Road Map

• Analysis of new user requirements, suggest improvements in existing application. Develop solutions architecture for configuration, integration and data load, provide alternative suggestions and recommend the best out of that

• Provide impact analysis, effort estimate

• Prepare MS Project plan

• Build engineering team at the start of every project

• Review document and audit configuration and code

• Set the goals and objectives in participation with team members

• Gather status from each individual team members, keep track of project activities and update senior managers through weekly status reports and issue logs

• Follow up action items with internal and external people involved

• Analyze and manage change control

• Coordination with Business, QA, System Administrators, DBAs, PMO, and keeping everyone on the same page. Make sure that dependencies between them are properly dealt with for successful completion of the project.

• Help the trainers in preparing training material

• Sunset review of the projects – lessons learned

• Vendor relationship management

• Manage offshore initiatives for engineering group

• Manage relationship with offshore partner

• Establish methods and procedures to manage offshore team

• Assign work to offshore team and coordinate with them on daily basis. Keep track of assigned work and update senior management through status report.

• Foment innovation

Dec, 2000 – Jan, 2006

Employer: i-flex solutions

i-flex is one of the biggest IT consulting and products company based out of India. It follows best quality standards and enjoys great customer satisfaction including most of the Fortune 100 clients. I joined i-flex as developer and grew to become Project Manager

Below are the Projects done for i-flex’s clients:

CFG Pipeline Report

Client: CitiCapital

Duration: Nov, 05 – Jan, 06

Technologies: Siebel 7.7.1, Oracle 9i, COGNOS

Role: Project Manager

Description: CFG (Commercial Finance Group) is a group within CitiCapital having business entities that caters to vendor-oriented businesses. This project included facilitating sales pipeline reports for all the business entities within CFG.

Responsibilities: • Manage all aspects of Project Management including preparation of effort estimate, project plan, resource planning, and scope definition and formulate team

• Gather requirements and provide solution architecture

• Assign work to offshore team and keep track of the same to closure

• Update client and other senior managers about the progress

Siebel eFinance SFA implementation for CFG

Client: CitiCapital

Duration: Feb, 05 – Nov, 05

Technologies: Siebel 7.7.1, Oracle 9i, EAI, Actuate Report

Role: Project Manager

Description: This project included implementation of SFA application for 3 business units of CFG. This phase of the project is in continuation of strategy workshop conducted for whole CFG in May 04. It started with Requirement study with SMEs mostly from top management. SFA Modules implemented, were Products, Proposal, Accounts, Opportunities, Campaign, Activities & Calendar, Call Report, and Contacts.

Responsibilities: • Responsible for delivery of the project and meet all timelines

• Manage all aspects of Project Management including preparation of effort estimate, project plan, resource planning, and scope definition and formulate team

• Organize meetings, prepare minutes of meeting

• Tracking project progress and control

• Coordinate with other support groups for successful execution of the project

• Send weekly status report and other reports to senior management

• Project end review of team members

• Prepare onsite-offshore model for the project

• Define team structures and assign responsibilities and tasks. Knowledge transfer to offshore team

• Organize weekly coordination meeting and get the status report

• Oversee activities related to GRN connection, and other infrastructure requirements.

• Prepare questionnaires, demonstration of baseline SFA application, kick-off presentation for requirements gathering

• Organize conference room discussion with business users for JAD session and to identify requirements in detail

• Set up follow up meetings to get clarifications, track pending issues, and carry out impact analysis of requirements

• Prepare requirements document with the help of team.

• Architect solution for Data load, Integration, SFA modules such as Accounts, Opportunities, Campaign, Activities & Calendar, Call Report, and Contacts.

Siebel eFinance SFA Enhancement & Production Support

Client: CitiCapital

Duration: June 05 – Jan 06

Technologies: Siebel 7.7.1, Oracle 9i, EAI, Actuate Report

Role: Project Manager

Description: The SFA application was already live for 12 business units. This project with the team of 5 engineers provided production support and catered to the enhancement requests from sales users of those 12 business units.

Responsibilities: • Responsible for delivery of the project and meet all timelines

• Manage all aspects of Project Management including preparation of effort estimate, project plan, resource planning, and scope definition and formulate team

• Organize meetings, prepare minutes of meeting

• Tracking project progress and control

• Coordinate with other support groups for successful execution of the project

• Send weekly status report and other reports to senior management

• Project end review of team members

• Prepare onsite-offshore model for the project

• Define team structures and assign responsibilities and tasks. Knowledge transfer to offshore team

• Organize weekly coordination meeting and get the status report

• Oversee activities related to GRN connection, and other infrastructure requirements.

SFA Data Extract for GE Capital

Client: CitiCapital

Duration: Dec, 04 – Jan, 05

Technologies: Siebel 7.7.1, PL/SQL, Oracle 9i

Role: Techno Functional Lead

Description: CitiCapital sold its Transport division to GE Capital. All the SFA data related to TFSD and ABF business units of CitiCapital had to be extracted exactly on the legal sign-off date. Data in approximately 60 tables was to be extracted in more than 80 data files without having any impact on existing production users.

Responsibilities: • Prepare project plan, effort estimate.

• Gather requirements

• Interact with GE technical team to finalize approach and data file format for smooth transition

• Develop data extract approach

• Write SQL scripts and batch files

• Build and test data extract scripts

• Carry out UAT

Siebel eFinance SFA implementation for CVSG

Client: CitiCapital

Duration: May 04 – Dec, 04

Technologies: Siebel 7.7, Oracle 9i, Actuate Reports, EIM

Role: Techno Functional Lead

Description: CVSG (Commercial Vendor Solutions Group) is a part of CitiCapital having business entities catering to vendor-oriented business. This project includes implementation of SFA project for businesses viz., CitiCapital Franchise Finance and CitiCapital Bankers’ Leasing. Project started with strategy workshop for users that helped in streamlining the current business process and making the users understand that how best they can use the application. SFA Modules implemented were Accounts, Opportunities, Campaign, List Management, Response, Prospects, Activities & Calendar, Call Report, Products, Financial Accounts and Contacts. Project scope included Customer and Contact data upload from ACT!, discrete excel sheets, and legacy systems and integration with legacy credit system.

Responsibilities: • Prepare project plan, provide effort estimate

• Lead the team of Business Analysts and gather business requirements; conference room discussion with business users, prepare MoMs, follow up meetings, track pending issues

• Prepare revised effort estimate, resource planning, scope definition

• Impact analysis of final requirements, and prepare requirements document.

• Assign task to technical team

• Write design specifications and prepare integration and data load approach.

• Prepare testing approach and test cases and carry out System Integrated Testing and facilitate UAT

• Deployment planning for Go Live.

• Hands on with Accounts, Opportunities, Campaign, List Management, Response, Prospects, Activities & Calendar, Call Report, Products, Pricing, Proposal, and Contacts modules.

• Create Workflows and Assignment rules

Siebel 7.7.1 upgrade

Client: CitiCapital

Duration: June, 04 – Aug, 04

Technologies: Siebel 7.7.1, PL/SQL, Oracle 9i

Role: Techno Functional Lead

Description: Upgrade Common SFA application from Siebel 7.5.3 to Siebel 7.7.1

Responsibilities: • Prepare Impact Analysis and upgrade path.

• Capture user requirements for enhanced functionality.

• Planning and execution of upgrade process followed by writing test cases using PROMOTR and Qubase

• Coordinated with development team for successful execution of project.

Gap Analysis for CVSG

Client: CitiCapital

Duration: Mar, 2004 – May, 2004

Technologies: Siebel 7.5.3, PL/SQL, Oracle 9i

Role: Techno Functional Lead

Description: CVSG (Commercial Vendor Solutions Group) is a part of CitiCapital having business entities catering to vendor-oriented business. Gap Analysis was carried out for seven lines of businesses of CVSG

Responsibilities: • Conduct Gap analysis; prepare questionnaires, demonstration of current SFA application, kick-off presentation

• Interact with business users to understand their current business process.

• Document Gap analysis, suggest the viability and present the action plan

• Identify gaps in SFA application vis-à-vis their requirements. Identify alternative solutions to fill up those gaps.

• Final presentation of the Gap analysis

Common SFA support

Client: CitiCapital

Duration: Jan, 2004 – Mar, 2004

Technologies: Siebel 7.5.3, PL/SQL, Oracle 9i

Role: Techno Functional Lead

Description: Project was to support existing Siebel 7.5.3 implementation of CitiCapital Common SFA application.

Responsibilities: • Regular meetings will users to identify their issues and convert them into production support or enhancements.

• Conducted usability workshop and worked upon the recommendations.

• Translate enhancement items to program specifications to help technical team in implementation.

Siebel eFinance SFA implementation for IEFG

Client: CitiCapital

Duration: June, 2003 – Dec, 2003

Technologies: Siebel 7.5.3, PL/SQL, Oracle 9i

Role: Techno Functional Lead

Description: IEFG (Industrial Equipment Finance Group) is a part of CitiCapital having business entities providing leasing solutions for Industrial Equipments. This project included implementation of SFA project for businesses viz., Asset Based Funding, Construction Equipment Finance, Ingersol Rand Financial Services, Material Handling Finance and Marine Finance.

Responsibilities: • Interact with business users of 7 different business organizations to identify requirements.

• Study existing business process flow and prepared should-be process flow to better leverage SFA application.

• Prepare Design specifications using PROMOTR and Qubase

• Write test plan and test cases using PROMOTR and Qubase

• Strategy for integration, data upload and implementation.

• Coordination with development team for construction of integration points including data load and Account and Campaign modules.

• Hands on configuration of Opportunity and Account modules

Siebel eFinance SFA implementation for TFSD

Client: CitiCapital

Duration: Dec, 2002 July, 2003

Technologies: Siebel 7.5.3, Oracle 8i

Role: Techno Functional Lead

Description: TFSD (Transport Financial Services Division) is a part of CitiCapital providing leasing solutions for Transportation Vehicles. Business users were not happy with their current CRM application and had almost abandoned using it. Besides different entities of CitiCapital were using different Contact Management software, due to which senior management did not had complete access to the customer records. Business drivers to implement Siebel eFinance across CitiCapital are to provide 360-degree view of customer, reducing total turn around time and increase efficiency and effectiveness of sales force. Scope of the project included modules viz., Customer, Opportunity, Call Report, Activities, Calendar, Campaign, Contacts, Products, Financial Accounts (CitiCapital Contracts), Outlook Synchronization, and integration with back-end systems.

Responsibilities: • Interact with business users of 7 different business organizations to identify requirements.

• Study existing business process flow and prepared should-be process flow to better leverage SFA application.

• Prepare Design specifications using PROMOTR and Qubase

• Write test plan and test cases using PROMOTR and Qubase

• Strategy for integration, data upload and implementation.

• Coordination with development team for construction of integration points including data load and Account and Campaign modules.

• Hands on configuration of Opportunity and Account modules

Siebel 6 support for AMEX

Client: AMEX

Duration: Aug, 2002 – Sep, 2002

Technologies: Siebel 6, Oracle 8i

Role: Team member/Business Analyst

Description: Project was to support existing Siebel 6 implementation of Amex

Responsibilities: • Support existing implementation of Siebel 6.

• Activities include server administration, bug fixing

• Day-to-day interaction with users.

• Requirement Analysis for Siebel 7 for fresh implementation of Siebel sales

Siebel Sales at AMEX

Client: AMEX

Duration: May, 2002 – Dec, 2002

Technologies: Siebel 7, Oracle 8i

Role: Team member/Business Analyst

Description: This was for Analysis and design of fresh implementation of Siebel Sales in Amex for targeting new listing and retention of existing companies.

Responsibilities: • Responsible for analysis of client requirements

• Prepare design specification

• Configuration of Accounts, Contacts and Opportunity modules.

• Prepare and carry out unit and system test plans

CRM Flexcube connector

Client: Internal

Duration: Sep, 2001 – Dec, 2001

Technologies: Siebel 7, Oracle 8i, Oracle 11i, Flexcube

Role: Developer

Description: This was to develop a connector between Siebel/Oracle 11i and Flexcube (#1 banking product in the world). It was required to build seamless integration between the CRM applications and Banking product.

Responsibilities: • Analysis of requirements

• Prepare design specification

• Build Integration.

• Prepare and carry out unit and system test plans

Contact Management for Dubai Islamic Bank

Client: Dubai Islamic Bank

Duration: July, 2001 – Aug, 2001

Technologies: Contact Management Tools

Role: Business Analyst

Description: The bank had typical requirements of serving the high profiled customer, while maintaining the principles of Islamic Bank. For this the bank wanted to implement the call center. I worked as a consultant for analysis of major Contact Management software including Siebel Call Center.

Responsibilities: • Analysis of different Contact Management Tools

• Document findings

• Prepare and User Acceptance Test cases

Inter Corporate Deposit Services for Bank

Client: Internal

Duration: Apr, 2001 – Jun, 2001

Technologies: Java, EJB, Weblogic Commerce server

Role: Developer

Description: The project was to build product to enable large banks manage Corporate Deposits

Responsibilities: • Analysis of requirements

• Prepare design specification

• Write Java beans.

• Prepare and carry out unit and system test plans

ETrustco for Ashton

Client: Bonaire Software Solutions

Duration: Dec, 2000 – Mar, 2001

Technologies: Java, EJB, SQL Server, OOAD, UML, Rational Rose, and Erwin

Role: Developer

Description: It was a internet project and the client wanted to provide online trust services.

Responsibilities: • Analysis of requirements

• Prepare design specification

• Write Java code.

• Prepare and carry out unit and system test plans

Oct, 1997 – Nov, 2000

Employer: Victron International

Victron is a technology based company and mainly into the Intrusion and Security systems. It provides technology as well as manufacture and market security systems. For first 15 months I worked in the Marketing & Sales division as Manager (Business Development) and then changed my path to IT and worked as Programmer for their IT division for approximately 2 years.

Role(Jan, 1999 – Nov, 2000): Programmer

Technologies: Java, JavaScript, HTML, DHTML, SQL Server

Responsibilities: • Developed software to support Sales and Marketing of the company

• Gathered requirements for new applications required

• Coordinated with other team members for completion of the project

• Testing and deployment of applications

Projects 1. Customer Relationship Management for Victron International (Jan, 2000 – Nov, 2000)

This was a product targeted for small enterprises to cater to their customer information needs and manage three party deals. This includes sales and service request related functionalities. My role was to identify business requirements and do programming using Java, Servlets, HTML, MS Access.

2. Website (www.victroninternational.com) for Victron International (Dec, 1999 – Jan, 2000)

HTML website developed to promote company’s core business of security systems

3. Games site (www.hallagulla.com) for DVM Solutions (Jan, 1999 – Nov, 1999)

It was a games site for kids created using ASP

Role(Oct, 1997 – Dec, 1998): Manager, Business Development

Responsibilities: • Defined marketing strategies and work on execution

• Expanded the dealers network

• Increased direct sales with the help of full time and part time sales reps

• Liaison with corporate buyers and government offices

Sept, 1996 – Sept, 1997

Employer: Globe Capital Markets

This is a leading brokerage company in India having membership of all major stock exchanges of India

Role: Manager

Responsibilities: • Independently managed back office operations of Mumbai branch

• Looked for large size stock buyers and sellers for off market deals

• Established rapport with Financial Institutions

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