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Service Sales

Location:
Princeton, NJ, 08540
Salary:
$85/hr C2C
Posted:
August 08, 2012

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Resume:

Sachin Dattathreya

Experience Summary:

Bachelor Degree in Computer Science and Engineering.

10+ Years’ experience as an IT consultant.

8+ years experience with Oracle Technologies.

5+ years experience with Oracle E-Business Suite / Applications - Performing functional and technical work mainly within the Customer Relationship Management (CRM), Oracle Applications / Oracle Financials for Enterprise Resource Planning (ERP), Oracle CRM On Demand, Contract Management Systems (CMS) and Sales Force integration.

6+ years experience with Oracle CRM; including: Install Base, Service Contracts, Sales Force Integration, Shipment Process, Inventory Process, Pending Automation Process, Bill of Materials (BOM), Trading Community Architecture (TCA/HZ), Quoting Tools, and other additional module Order management, Accounts Receivable (AR), Accounts Payable (AP),Business Objects, OBIEE, Business Intelligence, data Integration, data modeling

Technical Responsibilities:

CRM support (Service Agreement and Installed Base) involved interfacing with users, identifying functional and technical gaps, estimating work, architecting system interfaces, designing custom solutions, programming, scheduling, producing documentation, and providing production enhancement and support, Developed reports using Business Intelligence tools (OBIEE).

Sales Force integration includes report and dashboard design and administering the Sales force.

Functional Responsibilities:

Requirement gathering, functional gap analysis, application design, configuration module setup, writing scripts, training end users and providing production support.

Job Interests:

Business Analyst/ Oracle Applications implementation and upgrades / Functional lead / Techno-Functional Consultant/ Business Analyst / Architect / Technical lead (Oracle / Oracle Applications: CRM, ERP, including Oracle R12 and 11i / Implementations, Upgrades, Customizations, Extensions, Interfaces), Oracle CRM On Demand

Education:

University of Amravati India (1997-2001)

Bachelor in Computer science & Engineering.

Computer Skills:

Software: Oracle: 10g, 9i, 8i, 8, 7.x, SQL, PL/SQL (+9 yrs)

Most experience in Oracle Service/Customer Relationship Management (CRM): Service/Service Requests/Case Management Installed Base (CSI) Service Contracts/Contracts Core (OKC), CRM Foundation (JTF), Trading Community Architecture (TCA/HZ), CSCC (Cisco Service contract center) and quoting tools like (SMS3,IQT).

Supplementary experience in Distribution, Manufacturing, SCM,and Financials: Order Management (OM), Shipping Execution (WSH), Inventory (INV), Bill of Materials (BOM), Pending Automation process to convert the order into contract, Accounts Receivable (AR), Accounts Payable (AP), General Ledger (GL), Purchasing (PO).

Other Components: Workflow/Workflow Builder, Alerts (ALR), Application Object Library (AOL/FND), Concurrent Manager (CM), Flexfields;

New System Implementations, New Module Installations, Upgrades, Customizations and Extensions; Interfaces and Data Conversion.

Oracle Tools/Components: Oracle Discoverer, SQL*Plus, SQL*Loader, Browser/Query Builder, Oracle Developer, Oracle Forms 6i and Oracle Reports 6i, Designer/2000 (9+years)

Misc: Toad, SQL Navigator, Kintana, Doller universe, BMC, PVCS, DDTS, Lotus, MS Access, Remedy for Business case tracker.

Languages:-

SQL (10 yrs) & PL/SQL (10 yrs), C/C++ (7 yrs), UNIX shell scripts (3 yrs), JavaScript (3 yr)

Work Experience:-

Client: - Cisco System Inc. Milpitas (08/2009 – Till date)

Project Name: Contract Installed Base and Entitlement Repository

Project Description:-

C3 IB, SA consists of two separate modules: the Installed Base (IB) and Service Agreement (SA) modules. IB module stores information about the installed base for all customers who have purchased equipment from Cisco, i.e. who paid for the physical products, who owns the products, where the products are installed at, what kind of configuration the products are in if any, whether or not the products are still under warranty etc. In another word, IB module stores only information that is related to the physical products owned by the customer.

In contrast, SA module stores information about the contract made between a customer and Cisco if any such agreement is made, i.e. who paid for the contract, who owns the contract, what type of service will be provided under the contract and what products from the customer’s installed base are covered under the contract. In another word, SA module stores only information that is related to the service product owned by the customer.

Installed Base is a repository of product information, including location, status, configurations, relationships to Cisco customers, and change history for a customer product. Whereas Service Agreements uses Oracle Forms, Oracle Installed Base uses Java pages for querying, viewing, and modifying installed base product data.

Environment: Oracle E-Business Suite [R11]i; Trading Community Architecture (TCA), Service Contracts/Contracts Core (OKC), Installed Base (CSI), Order Management/Entry (OM), Accounts Receivable (AR), Service Requests (CS), iSupport Self-Service (IBU), Customer Care (CSC), CRM Foundation (JTF), Application Object Library (AOL/FND), Concurrent Manager, Flexfields, Oracle (9i): PL/SQL, SQL. Toad,Kintana.

Worked on the implementation of Oracle E-Business Suite R12 system. Involved in the following business analyst tasks: (a) performing configurations, (b) writing up functional specifications for reports/alerts/customizations (including working with users on requirements) and creating high-level technical design documents, (c) generating test scripts, (d) performing quality assurance tests (prior to user testing), and (e) producing training materials.This project phase focused on implementing a set of the Oracle Service/CRM modules such as Service Agreement (SA) and Install Base (CSI).

Components designed and tested include: (i) Customer conversion into TCA; (ii) Invoice conversion into AR; (iii) Install Base instance conversion into IB; (iv) Service Request and Task conversion into CS; (v) interfaces to and from IB; (vi) customization to auto-generate service requests; and (vii) various reports.

Client: - Cisco System Inc. (07/2007 –07/2009)

Project Name: - Cisco Service Contract Center

Project Description:- Cisco Service Contract Center will be an integrated end-to-end sales solution that dramatically simplifies the way Cisco sales agents and partners sell and manage service contracts. Sales agents and partners will spend less time looking for renewal opportunities, reconciling prices, typing quotes, and updating contracts. This will maximize the time spent making sales and serving customers and minimize time spent searching for information, filling out forms and solving administrative problems. Everything needed to quote and book orders, as well as to manage contracts and renewals will be found in a single place: Cisco Service Contract Center

Key Business Benefits.

Easy Service contract Management

1) Field and partners can easily manage Install Base and contract data within Cisco Service Contract Center, resulting in real-time accurate updates.

2) Partners can perform contract management throughout lifecycle of the contract.

Cisco Service Contract Center enabled growth and increased productivity while making the lives of sales force and partners easier.

Worked on implementation of project, involved in (a) performing configurations, (b) writing up technical and functional specifications for reports/alerts/customizations (including working with users on requirements) and creating high-level technical design documents, (c) generating test scripts, (d) performing quality assurance tests (prior to user testing)

Development of database objects (packages, procedures, triggers, views, etc.) to provide custom functionality

Analysis of customizations and enhancements: evaluate design, quality, stability and maintainability of custom code .Recommend and implement solutions as needed (PL/SQL).

Authoring SQL and PL/SQL scripts to analyze underlying data for inconsistencies and integrity issues; focus on querying data associated with order lines, deliveries, delivery assignments, and reservations (both custom and standard) to find data issues, create a plan to resolve the problems, and then test and implement the solution.

Client: - Cisco System Inc. (05/2006 –07/2007)

Project Name: - ERP Shipment, Mass CCR (Customer Coverage Record), Pending Automation process.

ERP Shipment Process: - ERP Shipments are passed from Quote-To-Cash (QTC) into an Operational Data Store for use by downstream systems. The Install Base Assimilation Engine (IBAE) extracts data from the ODS, cleanses/validates it and then populates Oracle’s Install Base.

Mass CCR (Customer Coverage Record):- Process the Entitlement changes and update the service contracts attribute columns and send mail indicating the status for each transaction like success, error, or pending approval

Pending Automation Process:- This process automates Pending Process (which is currently a manual process). It converts a service order line to a contract and synchronizes the Installed Base (IB) Information.

Analysis of customizations and enhancements: evaluate design, quality, stability and maintainability of custom code developed to fill gaps between standard Oracle Applications functionality and business requirements. Recommend and implement solutions as needed (PL/SQL).Development of database objects (packages, procedures, triggers, views, etc.) to provide custom functionality within the Oracle Applications, CRM, and data warehouse databases.

06/2003 – 05/2006 (Sodexho Services Ltd.)

Client: -Sodexho Services Ltd. (05/2003 –05/2006)

Functional Oracle E-Business Suite Analyst (Consultant) - IT.

(Working ~ 60% Functional and 40% Technical within Oracle Applications.)

Environment: Oracle E-Business Suite [R11i; Trading Community Architecture (TCA), Service Contracts/Contracts Core (OKS/OKC), Installed Base (CSI), Order Management/Entry (OM/OE), Accounts Receivable (AR), Service Requests (CS), iSupport Self-Service (IBU), Customer Care (CSC), CRM Foundation (JTF), Application Object Library (AOL/FND), Concurrent Manager, Flexfields], Oracle (8i): PL/SQL, SQL. Toad.

Business: Designs and produces programmable logic devices (PLDs), and software tools for these devices.Provides world-wide solutions, support, and service for PLDs.

Analyze, design, configure, test, and implement a pilot project to re-architect Sodexho existing customer model into the Oracle 11i TCA (Trading Community Architecture) framework. Insure that TCA is implemented correctly, and new customers are structured properly, so that: (1) existing functionality and business processes (in the areas of Orders, Contracts, Installed Base Instances, and Invoices) are improved, and (2) future CRM module implementations can take advantage of this new TCA framework. Performed prototype implementations of the following CRM modules in an 11.5.9 instance: iSupport (IBU), Service Requests (CS), Customer Care (CSC), Customers Online (OCO/IMC), and CRM Foundation (JTF).Post-production troubleshooting and analysis of Service Agreements/Contracts (including Service Contracts and Contracts Core (OKS/OKC) modules), Install Base (CSI), TCA, and tax issues with Contracts (AR).Full life-cycle from requirements to specifications to testing to deployment using Oracle’s AIM approach.

Custom development to call standard APIs in the Installed Base (CSI) and Contracts (OKC/OKS) modules. This custom process updates installed base instances and contract records to reflect correct ownership information for drop ship orders (PL/SQL).

Design, prepare, and conduct workshops and training sessions for Service Contracts (OKS) module users to provide them with short cuts and point out lesser-known features so they can improve their day-to-day productivity.

Analysis of system and process improvements allowing users to perform more transactions, in less time, with better quality. Areas researched include: Oracle Customers Online (OCO/IMC) module, TCA framework, Service Contracts templates, and other CRM areas.

04/2002 – 07/2003 (Lokmat Services Ltd.)

Client:-Lokmat Ltd. (04/2002 –07/2003)

Project Name: Accounting System for Service Industry

Project Description

Accounting System is a project aimed at providing all accounting details by providing different types of voucher entry such as 1) Cash Receipt Entry 2) Bank Receipt Voucher 3) Purchase Journal Voucher 4) Expenses Journal Voucher 5) Credit Note Entry 6) Debit Note Entry.

As a team member, was responsible for Development and Enhancement as per client request, Coding using PL/SQL, Forms 4.5, Reports 4.5, Database Management, and Development of database objects (packages, procedures, triggers, views, etc.) to provide custom functionality for accounting system.



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