Ajay Koppineedi

 

EXPERIENCE SUMMARY:

ORACLE SIEBEL CRM:

·   Certified in Oracle Siebel CRM 8.1 Core Consultant and Siebel CRM 7.5 Consultant

·   12 years of experience with Siebel CRM applications with strategic assessment, Siebel architecture, High level design, Low level design, Siebel customization and development.

·   As part of assignments worked in capturing requirements, requirement Analysis, Design, Development of Siebel Business and Consumer Applications, Siebel EAI, Application Maintenance, Functional Studies, Quality Reviews and Testing.

·   Hands on experience in field of CRM in areas of Architecture, Business analysis and Project management, Project execution responsibilities include Technical Design Review, Requirement Estimation, Development and Testing.

·   Skills in Technical, functional, architectural knowledge has been recognized by employer as well as the clients, received many recognitions and awards for the performances.

·   Worked in Agile method delivery as Engineering Team Lead (ETL) and scrum master for 3 years.

·   Good interpersonal and communication skills with flair in leading development teams and integration teams across various Organizations.

·   Strong knowledge on the outbound and inbound email management functionality.

·   Hands on experience on Siebel EAI with Web Services, MQ Services, EAI Dispatch services.

·   Worked in Database management and Performance teams where analyzing the data trends in growth, maintaining the integrity of database and improve performance of the SQL queries generated in the back end.

·   Strong hands on experience in writing SQL queries for extracting data, mining data for presentations, generate reports using complex SQL queries for sharing informational reports for management.

 

SALESFORCE (SFDC):

·   Certified in Sales force Administration (SFA).

·   Strong Knowledge of SFDC standard Data structures and familiarity with designing and development of Salesforce Custom Objects

·   Worked as Salesforce administrator and developer for 600 users that are using the Siebel archived data in Salesforce globally across US and Canada, Europe, Middle East and Asia Pacific regions.

·   Worked on Salesforce application for the Siebel data migration to Salesforce and Archival of Siebel data solution within Salesforce.

·   Designed and developed Archival solution in Salesforce, created 12 Salesforce objects for capturing and displaying the archived data to Salesforce users.

·   Experience working on Salesforce cloud data migration tools like Salesforce Data Loader and JitterBit cloud data loader for inserting and updating of bulk data sets in Salesforce.

 

EDUCATION:

·   Master’s degree in Computer science from Andhra University Year

·   Bachelors Degree of Sciences (Mathematics, Physics and Computer Science) from Andhra University Year

 

TECHNICAL SKILLS:

·   Hardware / Platforms: Windows 98/XP/2000.

·   Technology: Salesforce (SFDC), Siebel CRM7.5, 7.8, 8.0, 8.1

·   Programming Languages: Cobal, Java, VB, VB.net, ASP, C/C++.

·   Databases: MS-Access, Oracle 10i, Oracle 11i, SQL Server 2000/2008r

·   Scripting Languages: eScript, Java Script, XML, XSLT.

·   Version Control Systems: MS Visual Source Safe (VSS).

 

CERTIFICATIONS:

·   Certified in Oracle Siebel CRM 8.1 Core Consultant and Siebel CRM 7.5 Consultant

·   Certified in Sales force Administration (SFA).

 

 

WORK EXPERIENCE:         

 

Client: Honeywell Inc      Oct 15 – Till Date

Siebel CRM technical Lead

Project Title: Siebel CRM migration to Salesforce and Data Archival

Environment: Salesforce application & Siebel CRM application, Windows

 

Project Objective

Siebel 8.1.1.9 Application was migrated to Salesforce application, considering the importance of the historic data for resolving issues, reviews and audits all the historic data has been migrated from Siebel to Salesforce along with the Siebel attachments file documents.

 

Project Description:

     Corporate HR Service Center application Siebel 8.1.1.9 was implemented for customers from HR services, Technology and Travel and Expenses to track their Issues, Inquiries and requests for service. Users from Data Management, Payroll, Learning, Benefits were given access to Siebel application. All the Siebel data is extracted from Siebel database and is migrated/loaded using data loader tools in Salesforce application into Siebel Archival custom objects in salesforce.HRS Users should be able to track down the historic SRs, activities and their attachment documents in resolving querying related to Payroll and other classified, sensitive and private issues.

 

Role and Responsibilities:

·               Understanding the business process that is involved with the Siebel historic data in the day to day activities of HRS Salesforce users.

·               Gather the requirements for the end to end business process that is linked with Siebel historic data.

·               Designed the Archival solution of the Siebel data in Salesforce application.

·               Provide the solution design for the implementation of Archival project within Salesforce

·               Created custom Objects for Archive data loaded from Siebel, Customized Page layouts for Standard/Custom objects and assigned Record Types.

·               Defined Organizational wide default to restrict access for users

·               Defined Lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.

·               Extract data from Siebel database (FY: 2005 to Jan 2016) into CSV files.

·               Design and create custom objects for Service Requests, SR Attachments, Activities and their attachments in Salesforce to store the Siebel historic data in Salesforce

·               Create mapping and importing data into Salesforce using Jitterbit cloud data loader tool.

·               Load the decompressed Siebel file attachment documents and their path for future reference and extraction of the attachments in Salesforce.

·               Design Solution for dynamically extracting Siebel file attachments of Size 4TB

·               Decompress the Siebel file attachments using the available Siebel utilities; store them in a simple and easily accessible way.

·               Capture the path of the files that are being decompressed to original document and stored in different small sized folders.

 

 

 

Honeywell Inc.  Mar 2014 – Feb 2016

Siebel CRM technical Lead

 

Project Title: Corporate HR Service Call Center Application

Environment: Siebel CRM, Windows

 

Project Objective

Siebel 8.1.1.9 Application is the backbone of the HRS delivery model, providing employee self service, knowledge management, work tracking, routing, and performance metrics capabilities.

 

Project Description

     Corporate HR Service Center application Siebel 8.1.1.9 was implemented for customers from HR services, Technology and Travel and Expenses to track their Issues, Inquiries and requests for service. Users from Data Management, Payroll, Learning, Benefits were given access to Siebel application.

 

Role and Responsibilities:

·               Understanding of business processes, IT Architecture, Software Development involving application & products and Working for the value add services and solutions.

·               Involving requirement gathering & analysis, design, development of Siebel CRM Applications.

·               Onsite – offshore coordination n day to day activities.

·               Program Management combined with Requirement Management and Business Architecture skills

·               Achieving SLA with the client managing the onsite and offshore team

·               Generating and submission of SLA Report, Ticket matrix to the Lead, Analysis and assignment of tickets, Defining, analyzing and reviewing the business and system requirements

·               Immediate response to Honeywell for any priority issues and escalation

·               Providing the immediate solution for and priority and critical issues within defined SLA

·               Working and Coordinating with Honeywell, internal team from other track and other Vendors

·               Coordinating with Offshore Team and Lead. Documenting and tracking of Priority Tickets

·               Scheduling the weekly status with Lead, Escalating the matters with Lead

·               Conducts customer/user satisfaction survey on regular interval of time

·               Managing the minor enhancement and maintaining the schedule and resource from onsite and offshore.

 

COLT          Sept 13 – Feb 14

Sr. Business Analyst and Integration lead

Project Title: COLT - Enhancements

Environment: Siebel CRM, Windows, UNIX

 

Project Objective

Design and build enhancements for Colt Services by monitoring & capturing real time user process difficulties and complaints.

 

Project Description

     COLT is a major European Telecommunication service provider. COLT provides internet connectivity, hosting and application based services to their customers. The OSS/BSS Customer care programme is a transformation project involving customer care and order management modules. The modules focus on the general ticket management within the COLT framework.

 

Role and Responsibilities:

·               Prioritized the requirements based on business criticality.

·               Provided the solution design for multiple sprints

·               Developed/Supported and implemented complete sprint 2 functionality

·               Implementing incident management integration process for handling tickets

·               Deployment planning for multiple environments. Involved in preparing control tower preparation.

·               Working with business users to understand key issues and challenges in terms of functionality delivered

·               Scheduled tracking of critical defects in multiple modules by closely working with defect owners and bringing to successful closure.

·               Coordinating the successful cross technology interaction in computer telephony integration in formulating issue handling, architectural concerns.

·               Understand and validate the feasibility of implementation for requirements asked by business users

·               Validating estimates for change requests, conducting change control board meetings to understand the change.

·               Understanding Integration strategies, common flows for integration, and multiple systems involved in ticket management.

·               Provided solution to the product defects in the system.

 

T-Systems and Magyar Telekom         May 11 – Sept 13

Sr. Consultant and Lead

 

Project Title: NGCRM – Hungary

Environment: Siebel CRM, Windows, UNIX

 

Project Objective

Design and build Siebel eCommunications (ENU & HUN) application for Hungarian Telecom services.

 

Project Description

Deutsche Telekom AG is one of the world's leading telecommunications and information technology service companies, with have almost 200 million customers and offer them all kinds of products and services for connected life and work.

Deutsche Telekom has an international focus and is represented in approximately 50 countries.

Design of the NGCRM, Next Generation CRM project is focused on defining solution for the application requirements. This had 2 phases – Common set of Business process implementation which was common across NATCOs under Kernel implementation and build of Localizations changes specific to particular NATCO on top of it.

Scope of the HU Localization project:

To cover mobile and fixed line business for all customer segments, the DTAG NG CRM solution requires an enormous set of capabilities and time to implement

A two-step-approach to implement the complete DTAG NG CRM solution is to be taken

Step 1: Residential Customers where;

Customer segment: Residential customers

Product Offering: All mobile and fixed line products for residential customers

Step 2: Business Customers where;

Customer segment: Residential and Business customers

Product Offering: All mobile and fixed line products for residential and business customers

 

Role and Responsibilities:

·               Requirement Analysis, providing estimates and plan delivery.

·               Involving in design discussion and change requests.

·               Leading team for successfully delivery of assigned project

·               Delivering EAI and Siebel functionalities.

·               Creation of Inbound/Outbound Web Services/Secure Web Services

·               Creation of internal and external Integration Objects

·               Configuration of Inbound and Outbound Integration workflows

·               Creation of VBCs to show data from Legacy Systems on Siebel UI

·               Creating and configuring EAI Dispatch services

·               creation of Workflow Policies and Reaping Component Request

·               Worked on Translation from English application to Hungarian Application.

·               Supporting Unit Testing and E2E Testing.

 

BT (British telecom)       June 05 to Apr 11

Sr. Technical Associate & ETL (Engineering Team Lead)

 

Project: One View (SDLC)

Environment: Siebel 7.8.2, UNIX, Oracle 10g, Mercury Quality Center.

 

Project Description:

British telecommunication’s is one of the major Tele Communications Company in Europe. One View CRM, a part of One IT program from BT is the largest implementation of Siebel for British Telecom, one of the biggest telecom providers in the world. One View application is used by all representatives working for BT across the globe and in a wide range of dealer channels. The main functionality includes Order Management, Billing, Service Request and Faults, Interaction management, Customer management and Opportunities.

 

The creation of OneView by the BT Group is the result of ground-breaking undertakings with Ofcom. The remit is to ensure that the entire UK telecommunications industry, including other parts of BT, has fair and equal access to the local access and backhaul networks.

 

Systems and Components:

One View a CRM System is a front end application which communicates with back end systems like Open reach, Wholesale, BT Operate and a mainframe application called CSS (Customer Support System) which is the world’s second largest database. There are lot of interfaces between One View and these systems which kept on upgrading from time to time to meet the customer requirements. The Project is mainly divided into two modules, L2c and T2R.L2C deals with fulfillment aspects of the PSTN product, where T2R deals with Service Assurance of the PSTN Product.

 

As a Team Lead:

·   Involving in requirements analyzing for upcoming releases and sizing them.

·   Involving in design calls to get early visibility of requirements and designs.

·   Conducting daily scrum and Stand up meetings to highlight the issues causing hindrance.

·   Representing the team in Scrum of Scrum meeting and updating the status to the delivery managers

·   Coordinating with various teams in order to resolve the issues faced by the team

·   Monitoring and guiding the team to derive maximum productivity.

·   Supporting as Siebel Consultant for the team.

·   Ensuring the team is adhered to the Agile Methodology

·   Ensuring the timely deliverables without causing the slippage of deadlines to the possible extent.

·   Providing Functional Point analysis and PMR document for Quality management Audits.

·   Participated in Release Planning Meeting (RPM) to prepare the Release Iteration Plan

Release CCP 10 to CCP 24

·   Designed, developed and delivered 4 different interfaces between One view and Openreach/Whosale/BTO

·   Created XSLT to overcome few complex outbound & inbound XML requirements.

·   Created the Outbound & Inbound Integration workflows in order to send & receive messages from the external system via MQ.

·   Created Integration Objects as per the external system requirements.

·   Deployed and provided consistent support during the System Integration Testing phase till it went Live and supporting Production support Group to resolve issues on live.

·   Created business services for the business logic and called Workflows from Service Request business service

·   Upgrade activities involved major issues, provided technical assistance to resolve them.

·   Participated in Upgrade Production deployment.

·   Synchronous http calls and used Outbound Web services. In this process created a Web service using WSDL Wizard and imported a generated XML into client. For this developed a Business Service which invoked through applet based on VBC.

·   Developed the script on VBC Applet server script and browser script for validations

·   Created a Request XML from Siebel and pass mandatory parameters and send it to External System.

·   Handled the Response XML to book appointments in One view which is coming from external system

·   Used vanilla Business Services called EAI Siebel Adaptor, XML Converter, EAI XML Converter, PRM ANI Utility Service and etc..

·   Upserting data from CSV file through EAI Siebel Adaptor.

·   Involved in adding business logic into the applications using the User properties

·   Involved in Configuring of In life issues.

·   Analyzing the Performance issues

Release R15

·   Designed and developed the call Diverts functionality.

·   Created the RCR's to close the Jeopardy Service Requests.

·   Designed and developed Compensation functionality.

·   Created Runtime events to manage to send the requests dynamically. 

·   Supported for New Interfaces like BT.com and ACE, they can raise Service request on BT.com which will be a synchronous MQ request where they can raise a service request and that SR stores in OneView.

·   Worked to support all T2R life cycle for BT.COM and ACE.

Release R14

·   New functionality, customer can Book appointments to the Engineers to resolve the issue with his/her assets.

·   For this developed a Business Service which is Invoked through applet based on VBC

·   Modified the Applet which is built on VBC and developed the applet server and browser script for different user selection on this applet

·   Created a Request XML from Siebel and pass mandatory parameters and send it to External System

·   Developed Warranty replacements Orders functionality from Service Requests where an automatic order gets created on click of a Warranty button. 

·   Used vanilla Business Services called XML Converter, EAI XML Converter and EAI Siebel Adaptor

·   Create Thin BCs and also configured joins, links, picklists, pick applets, milti value group, toggles and drilldowns.

Release R13

·   Adding new Functionalities for Complaints, HLC’s, NCB’s and Escalations.

·   Worked on T2R Lifecycle supported for the new Type of Service Requests (I.e. Add. Amend, cancel  & Close)

·   Creating a new Buttons for Escalation which can escalated to Open reach for the Outstanding Service Requests or Orders.

·   Performance Tuning.

·   Worked on Contact Customer API to send the SMS, Email and Callback to the customers which is the part of KCI(keep customer informed) process

·   Worked with Siebel Business objects/Components to do the data object mapping and created other objects like links, joins, based components and objects.

·   Delivered generic Dynamic Object Processor functionality where Service request are assigned to Offline advisers queues based on the call center divisions.

Release R11 &12

·   Introduced new Product Lines PSTN, PSTN Business and modified the objects to create a SR for this Product..

·   Created Custom buttons to Send the Fault to Supplier and for Diagnostics.

·   Witten Business Services for the UI validation which are called by Applet and Service Request BC.

·   Building the requested xmls as per the Interface spec  and posting to MQs. Sends requests as per the bellow(asynchronous)

·   Raise Trouble Reports through OneView to Openreach via COPAL interface

·   Add, Amend, Cancel, Close Faults (Service request) through OneView.

·   Manage the Response from Openreach and Update payloads as required which is MQ responses.

·   Defined generic process for inbound and outbound responses.

·   Supporting on Bug Fixes.

Release R10 +

·   Part of up gradation team where One View is upgraded from 7.5.3 to 7.8.2.4

·   Designed and merged lot of existing application code to make it generic and reusable code.

·   Resolved issues raised during up gradation of application.

·   Worked on user properties to reduce eScript code and use more Siebel vanilla functionality.

·   Created and customized applets, views, screens and application.

·   Performance Tuning.

·   Created Dynamic Drill downs on List Applet.

Release R9 & R10

·   Adding functionality in Siebel Vanilla as per Client's requirement.

·   Designed Business Objects, Screens, Views and applets to accommodate required functions.

·   Created and customized links, Joins and MVG.

·   Customized the User Interface object definitions to map the data from the BO definitions.

·   Created and customized applets, views, screens and application.

·   Performance Tuning.

·   Created Dynamic Drill downs on List Applet.

Responsibilities:

·   Created and customized a standard Applets, Views, Screens and Application.

·   Customization of sales and call center modules.

·   Performed local data base initialization and involved in creating users and employees in database.

·   Developed technical specifications based on functional/process flow documentation

·   Responsible to create and customize Siebel GUI layer objects using Siebel Tools

·   Worked with Siebel Business objects/Components to do the data object mapping and created other objects like links, joins, based components and objects.

·   Enhanced functionality by using Joins, Links, and MVGs

·   Designed features such as list applets, form applets, drill down, toggle and

·   Creating all kind of PickLists as per requirements

·   Configured Multi value links joins at the Business object layer