My Profile - Resume

Nyjil Joshi , PMP

CRM ,SOA ,Cloud Computing Professional

Professional Experience (12+ yrs)

Email: nyjiljoshi@yahoo.com

Phone (M): 9980250014 Koramangala,

Bangalore

Profile : Self-Motivated hard working individual. Experience with multiple CRM Applications and SOA Oracle Fusion Middleware projects. Versatility proven by working in various technologies and performing various roles like Technical Lead, Project Lead , Business Analyst , Coordinator and Trainer. Internationally travelled. Currently pursuing an MBA with United Institutes (Brussels).

School/College/University

Int. Exec MBA program , United Institutes (Brussels) through Jaro (Oct 2011 – In Progress) .

PMP , PMI USA

MCA from Hindustan College of Engineering, University of Madras, 68%

Plus 2, Bhavans Vidya Mandir (Kochi), CBSE, 80%

Matriculation, Bhavans Vidya Mandir (Kochi), CBSE, 72%

Diploma in Computer Programming from NCC, UK

B.Com from Sacred Heart College (Kochi), Mahatma Gandhi University, 58%

Trainings

Integrating Siebel Applications 8.0 by Oracle.

Oracle SOA suite 10g , Fusion/Bpel/ESB by Oracle.

Salesforce.com 201 Certified Administrator by Salesforce.

Salesforce.com 401 Certified Developer by Salesforce.

Achievements

• Symantec Level 1 / 2 / 3 Award (2011)
• Symantec Learning Excellence Award (2011)
• Symantec Applause Awards (3) (2010)
• Verisign Spot Light Award (2010)
• Verisign Collaboration Award (2009)
• Verisign Spot Light Award (2009)
• Verisign Valuable Player Award (2008)
• Verisign CEO Top Off Award (2007)
• IBM Certificate of Excellence (2005)
• Certificate of Appreciation Apar Technologies (Reliance Infocom project)

D-O-B : 14^th Sep 1974

Middleware

Ø Oracle Fusion Middleware SOA (2.10 yrs)

Extensively worked on building BPEL workflows using Synchronous and Asynchronous processes. Involved in Administration activities as well as developing bpel workflows for integrating with ClarifyCRM, Siebel On Premise v8.1 ( ASI’s / EAI) and Oracle CRM On Demand v17. Web services were extensively used. Extensively handled SOA components XSD / WS concepts ,creation and transactions, through understanding of WSDL, UDDI, SOAP, XML concepts, ESB for bulk movement of data with minimal business logic,BPEL design using Oracle JDeveloper 10.1.3.1.0,BPEL constructs (basic, ws & structured activities), BPEL Fault handlers (fault, termination, event, compensation),BPEL Fault correlation sets, Fault variables, mappers & logging and Webservice. BPEL deployments using ANT / JDeveloper 10.1.3.1.0 . Carried out training to colleagues as a part of Internal training sessions.

CRM Application’s

Ø Salesforce.com (1.2 years)

Certified 201 Administrator and Certified 401 Developer. Working as a Business Analyst handling configuration activities , onsite offsite work coordination of Projects and maintenance release activities. Worked on Projects in SFDC for Content management , Chatter and Service Cloud for Customer Support.

Involved with Configuration activities like Creating Workflows, Email Templates , Custom Objects , Fields , Validations Rules , Page layouts and Record Types. Creation of Analytical Snapshots , Reports and getting Involved with Visual Force Page modification and Apex coding on a need basis.

Ø Siebel On Premises v8.1 ( 1 Year)

Implementation of Siebel On Premise v8.1 (SOP) application for the Marketing domain. This involved data migration from legacy systems and Integration with systems like Oracle CRM On Demand v17 and Oracle Apps11i with Fusion Middleware v10.1.3.1. Some of the functionalities implemented include Lead Management, Landing Page Management, Campaign Management and Siebel Analytics (OBIEE) for Reporting and Segmentation. Involved configuration of List formats; merge fields and segmentation criteria in SOP using the OBIEE plug-in. Configurations ,EIM , EAI, SOA Fusion BPEL used to integrate.

Ø Oracle CRM On Demand v17 (1 Year)

Implementation of Oracle CRM On Demand v16 (SOD) SaaS application for the Sales domain. This also involved data migration from legacy systems and Integration with systems like Clarify, Marketing, Siebel v7.6, Oracle Apps using Fusion Middleware v10.1.3.1. Functionalities like Opportunity management, Quote/Order creation in Oracle CRM On Demand v17 and passing it on to Oracle Apps for Order processing. BPEL was used to orchestrate the integration between all the systems. Interactions with the Oracle CRM On Demand v17 system were through Web services.

Ø Amdocs ClarifyCRM 12.5 (6 Yrs)

Experience in design, development, testing & implementation of application software in client/server environment. Very well experienced in Clarify Implementation, customization, maintenance and Upgradation. Experienced in Visual Basic 5.0 . Worked on SQL Server 7.0 and Oracle 8i , 9i . User level exposure in Linux / Unix . Exposure to Clarify 12.5 Web application configurations and installation. Clarify Upgrade from 8.5SR2 to 12.5SR1. 9 implementations involving ClearCallCenter, ClearSupport, ClearSales, ClearQuality and ClearLogistics. Provided ClarifyCRM training to IBM CRM team

Symantec (Verisign Acquisition), Bangalore India Feb 2006 – Jan 2012.

Principal IT Application Specialist

Project: S.C.O.R.E

Role : Business Analyst

The Salesforce Content implementation within Project NEXUS is intended to present sales content and sales data on the same platform, replacing the functionality existing legacy SCORE 4.0 platform. Its a Content management solution using Salesforce Force.com platform and Trust Model. Involved in supporting the application with regular configuration changes and Enhancements. Tasks involved interacting with Business users on site in US / EMEA and APAC region, gathering requirements from Business owners and coordinating the development activities with Onsite and offsite developers.

Project: Marketing & Sales Force Automation ( SMART)

Role : Senior Technical Lead

Verisign Inc‘s is composed of 2 main business units namely Authentication services and Naming. Its core products and services include managing the ".com" and ".net" domain name registry and securing online financial transactions and verifying consumers' identities on the Web using security tokens, Digital certificates. This project aimed at the consolidation & integration of Sales and Marketing applications from various legacy systems to one common Oracle platform. My role as a Sr. Lead involved coordination of development work between onsite and offsite teams , contributing to technical development in Siebel On Premise , Fusion bpel development and configuring Siebel On Demand Suite of products.

SMART III: Data migration of various entities like Accounts , Contacts , Opportunities from various legacy systems like Clarify , Applix , Oracle Apps and legacy Siebel 7.5 into SOP using Enterprise Integration Manager ,EIM . Integration with Clarify and Siebel On Premises to update Contacts on their preferences, data migration from Clarify to Oracle CRM On Demand, Siebel On Premises and Oracle Applications 11i. Informatica used for extract and load to Staging table and load to EIM. Responses were loaded using file to EIM and Landing Page to Responses / Prospects directly using CGI. Workflows convert this Responses to Leads which is then send to SOD where Sales agents create Opportunity.

Implemented both Inbound and Outbound bpel integration with SOP. Created Integration Objects, deployed Bpel services as Web service and Business Services of EAI used for interaction with Siebel... EAI work involved creation of ASI’s and this involved creation of Integration Objects, Business services and exposing them as Web services. Workflow Policies based triggering of outbound bpel call using EAI Workflows. Bpel web service calls made from within the workflow. Configuration tasks involved Configuring new Views, Applets, modifying existing Business Components, creating Joins, Links and adding them to specific Responsibilities. Configuring Workflow Policies that trigger workflows.

SMART II: Data migration of Accounts, Contacts, Opportunity, Products from various legacy systems. Customization on the product involving layout changes, adding pickup lists and custom fields. Writing validation scripts and workflows based on events. Creation of Tasks based on workflow and these tasks were used by Bpel to query entities in SOD to do processing. Migration of data from Oracle CRM On Demand v17 to Siebel .Data extract from SOD using Task/Jobs and these data in excel file was loaded to staging tables using SQLLOADER and shell. Involved with design activities for scheduling and executing of bpel process using Informatica. Admin functions like creation of new connections, managing of development instances Oracle Fusion box specific to SOD instance pods.

SMART I: Creation of a Customer Data Hub, a master registry of Customers of Verisign in Oracle Apps. Involved in the extract of data to feed to Oracle CDH database. This became the master of all major entities like Accounts, Contacts etc.

ClarifyCRM Marketing Support: As a Senior Clarify Sr. Lead I was supporting Marketing department. Clarify support tasks involved supporting Marketing department in lead processing and Customer Support dept in Trouble ticket management. Also handled Clarify Trouble ticket portal for ICAAN where disputes related to domain names were handled by Verisign as a mediator. This application was using JSP pages, Clarify v11.5 and custom built CBO’s. Developed reports files using PL/SQL package to run as a JOB as well as CRON.

Environment – Windows XP, Linux , Oracle Apps 11i , ClarifyCRM 11.5, Siebel 8.1, Informatica , Hyperion , Oracle CRM On Demand v16 (SaaS) Siebel Analytics (OBIEE) , SOAPUI

IBM Global Services, Bangalore, India Mar 2005 – Feb 2006

Project Lead ClarifyCRM

Client: Sprint PCS

Integrated Desktop (IDT) is a CRM Solution used by CSR (Customer Service Representatives) at Sprint Call Centers to serve Sprint Long Distance wire-line Customers. The Solution is developed using ClarifyCRM from Amdocs and J2EE framework. Deployed at more than 40 call centers across USA, IDT is used to support both Sales and Service functions for Residential and Small Business LD Accounts. Also IDT services are used by shop.sprint.com and IVR (Integrated Voice Response) systems.

This Business Critical application of Sprint was migrated to IGSI, Bangalore in the month April 2006. The Eight member IDT India team successfully migrated all the development, maintenance and production support activities to offshore in a record time of four weeks. The Application required rare skills like ClarifyCRM which posed a major challenge for the delivery team in India. In addition to that, the required proficiency in Java/J2EE and Unix skills. IDT India Delivery team has successfully delivered many Projects and enhancement releases on schedule. At this moment, the team is working on five development projects and geared up to undertake many more projects that are in pipeline.

The nature of work involved 24x7 support, development of new functionalities and Upgrade from 10.1 to 12.5. Also trained 25 people in ClarifyCRM Classic client application and worked as a Project Lead managing around 10 people.

Ness Global Services / HP, Malaysia Nov 2003 – Mar 2005

Sr. ClarifyCRM Consultant

Client 1: Maxis/Amdocs

Clear Support Customization and Logistics Part Transfer / Site parts Installation scripts.

Client 2: Malaysia ICCS Enhancements, Data Migration, 12.5 Upgrade & KenanFx Integration

Celcom - Malaysia is the Second Largest cell phone service provider in Malaysia and a sister concern of Telecom Malaysia. Clarify CRM (ICCS) was implemented to maintain the customer and network related information. Project Scope was to upgrading clarify version 8.5 to version 12.5, Data Migration, New Enhancements on clarify version 12.5 and integration with the upgraded KenanFX billing system.

As a Clarify Project Lead handled the following responsibilities

• Customization of the existing Clarify application as per the enhancement requirements.Upgraded Clarify Database and application from 8.5SR2 to 10.1SR1 to 12.0SR1 to 12.5.
• Correction of ADP tables and Schema file . Data Migration using DataEx and Customized Rule Files. Interfacing Clarify with other external systems like Arbor, Remedy, Ticker Tape applications.
• Using OLE objects to interface with Tickertape and IE ,Mail Merge functionality using HTML templates and Internet Explorer.
• Data Migration of legacy data into Clarify database from 5 different systems. Text files of data were parsed and recreated in Clarify Database involving millions of data.
• Integrated Clarify with Soft phone 3rd party application using OLE objects
• Handled Clarify server level tasks like Running CBBatch Scripts , DataEx and Schema Change’s
• Integrating Clarify with external applications using SQLDB and Stored Procedure calls from Clarify forms. Conducted training sessions for Users to get familiarity with the new system
• Miscellaneous activities like running database tuning scripts to enhance performance.
• Designed an integration process with Kenan Billing System . Miscellaneous activities included tuning the Oracle Database by analyzing the cost of SQL queries , analyzing indexes , indexing ADP tables etc
• Added an FTP feature from a Clarify form for sending SMS to the Clients. Shell script created was executed using CRON Job’s. Tuning Tuxedo for Enhancing the Performance

MBT, Pune, India May 2003 – Oct 2003

ClarifyCRM Consultant

As a Team Lead / Trainer /Trainee was involved in the following activities with Clarify CRM

• Developed prototype for Thin Client Customization using CBO’s,JSP,Java & HTML on Weblogic server & ClarifyCRM 11.5 . Developed Training material for giving sample case studies for the Trainees in Clarify. Trained them on Clear Basic coding and form customization involving various controls , UDT’s and Schema Changes , Rulemanager and Notifier. Created sample demos.
• Created new rule properties & events for Business rules

Ness Global Services (Apar), Mumbai, India Apr 2002 – May 2003

ClarifyCRM Consultant

Client: Reliance Unified Networking System (RUNS) for Reliance Infocomm, Mumbai, India

Reliance will offers nationwide wire-line, wireless and NLD services across India. This system provides integrated solution for disparate applications like Clarify, Clarity, SAP, ADC Single eView, Avaya, TIBCO. Clarify is used for Customer Support and Order Management.

As a Senior Developer, was responsible for the following activities:

• Customizing Clarify Clear Support for dealing with the customer complaints related to CDMA handset faults, Network outages .Developed Billing Adjustments form to Interface with ADC billing by invoking Process manager API.
• Created a Child form for New Case & Edit Case forms (Tab) for displaying and editing the actions to be performed on the case based on the Case Type. Editable Grid was used to display the actions.
• MACD customization involving a Service Profile Change ,Change in MDN , Handset Repair , Lost Handset , Change in SDCA involving a Change,Add,Delete of Line Items and corresponding change to Installed Parts.
• Wrote Clear Basic code for Closing Cases in batch and executing it in Production database.
• Customized ClearSales ‘myclarify’ form to add new methods to existing eContextual objects for filtering based on users specific to a given resource configuration. Added methods for simulating Tree Node click events for displaying custom Tab forms
• Customizing the Installed Parts screen to create custom tree view to show the hierarchy of installed parts with Icons. Installing Site Parts based on the Quote and Line Items. Wrote code for Data Upload for creation of Cases,Contacts,Flashes,Intial Interactions, Phone logs ,Contract & Line Items .Worked on Customized Site parts functionality due to the limitation of clear Configurator to handle more than 2 levels.
• Customizing the baseline code to activate the Flexible attributes functionality for Line Items.
• As a proof of concept, wrote a module, which publishes information to TIBCO-Clarify adapter for integration with Clarity & ADC billing application.
• Used UD32 to execute Application serve code for the creation of Site Parts. This was done to over come the business rule limitation of multiple SA logins while running a CBBATCH.
• Using DataEx to export the key tables in Clarify Database for ProcessManager
• Created a browser-based application to execute SQL commands like Insert, Update & delete using the following technologies. JDBC (Jdriver for Oracle), HTML, Java Servlet & Weblogic Server.

Oak Solutions Inc, California Nov 1999 – Jan 2002

ClarifyCRM Consultant

As a ClarifyCRM consultant I worked with the following Clients,

Vitaltone Inc, Sunnyvale, CA (Jamcraker): An Application Service Provider, they used ClarifyCRM in their call center for tracking customer complaints. Inktomi Corp, San Mateo, CA: An Internet Search Engine Development Company. Here ClarifyCRM was used as Bug tracking system for their software products. Amdahl Corp (Fujitsu), Sunnyvale, CA: An ASP, they used ClarifyCRM for tracking Trouble tickets and management of their Contracts and SLA’s. Department of Managed Health Care (HMO), Sacramento, CA: The California Dept of Managed Health Care, a first- in- the-nation Consumer Rights projects (Health Care). Was launched on July 1, 2000 to help Californians to resolve problems with their HMO. Worked as a Senior Developer in a team comprising of 15 People. Modules include Case Register, Medical Review, DMHC Adoption, Resolution and Reports.