Alan Sim Peng Hong Email & Phone Number

Singapore, Singapore

Singapore, Singapore

Singapore

I am the Development Manager for the Group Wholesale Banking (GWB) CRM system on Dynamics 365 platform. My role includes working with vendors to release the development builds into UOB environment, and ensuring that the bank’s Release Management and Change Management processes are adhered to. Apart from working with vendors, I am managing two developers to support the projects and BAU, and to work on changes that are not covered by the vendors. My team successfully implemented Dynamics 365 to more than 1000 Wholesale Banking users in 18 countries within a year, providing users a 360 view of customer information and allowing Relationship Managers to manage their leads, pipelines, account plans and customer interactions. (This system also allows the screening of customers for blacklist statuses in real-time via MQ). I am the key person overseeing the functional & technical design, as well as setting up the infrastructure across all the environment.

Singapore

Key Responsibilities- Delivery Manager for CRM implementations across the region.- Application Manager for CRM, approving changes and ensures system stability and performance. - Engagement Lead for new projects/enhancements- Technical Team Lead who guides the team on CRM design, architecture and DBS processes. - Works closely with Management on CRM roadmaps, releases planning and budgeting. - Ensures the team and vendors comply on DBS Audit and Compliance checks. Key Achievements- Rollout CRM Re-platform project in Singapore successfully in 2015, migrating data and functionalities from Siebel 7.5 to MS CRM Dynamics 2013, saving millions annually on hardware, software licenses and professional services. Involved from RFP stage to working with MS/DBS engineers on Architectural Design, supporting the project planning and DBS processes, working with vendors on functional/technical design all the way till system Go-Live. - Rollout Regional Sales Lead project successfully across the region in 2014, enabled straight through processing of leads captured via Public Web into CRM Opportunities. Automated the lead assignment and enabling KPIs to measure campaign performance and SLA.

Singapore

Key Responsibilities- Responsible for coordinating all architectural & infrastructure activities required by the project, from setting up new VM servers to purchasing of software licenses, following DBS processes. - Review functional and technical specifications to ensure they meet user requirements and conform to banking regulations and standards. Key Achievements- Rollout Regional CRM project successfully in Taiwan, China, India and Indonesia between 2011 and 2013. The sole technical lead who worked with MS/DBS teams and vendors to setup the entire CRM infrastructure from scratch.

Actively involved in the Transition phase after HP bought over 3Com, providing professional advice to HP/3Com business users, performing field mappings and data extracts via SQL to be imported into HP. Took the role of Designer in a data archival project which aims at archiving old Siebel data to free up space and improve system performance. Identified key and primary tables of selected entities that need to be archived and prepared the list of tables/columns and ERD for the offshore development team. Gathered table count statistics for management to analyze and determine the extraction criteria.

Singapore

Responsibilities- Supporting Sales, Marketing, Services (Call Center), Partner Portal, eServices & Analytics.- Actively involved in major projects such as Project Fresh Start (datacenter migration), Server Upgrades, Data-Archival, Project Daylight (in-sourcing of Services module from vendor) and Performance Remediation Project.- Involved in planned Siebel Releases to push out selected bug fixes and user’s change requests.Contributions- Installed new Siebel Servers in Project Fresh Start. - Customized Analytics and Informatica to map new fields from OLTP to OLAP for reporting.- Designed and developed entire Data Archival & Restore process and Oracle stored procedures to identify and archive old data from Siebel based on user-given criteria. - Resided in 3Com Headquarters in Marborolough, Boston for 7 weeks to support Project Daylight in UAT, Deployment and after Go-live.- Developed batch program, EIM process and Oracle stored procedures for importing of SAP contracts into Siebel.- Performed code optimization on Opportunity module for a Performance Remediation Project.- Developed ASP web application which facilities the export of large data sets from Siebel via SQL.- Developed ASP web application which facilities the CRM team to run frequently used queries to speed up the troubleshooting and issue resolution.- Developed custom message box functionality into Siebel which allows customized prompts. - Developed “Forget Password” custom functionality into Siebel. - Developed Excel VBA Macros for loading of LOVs and batch processing of Siebel records.- Administration of Siebel Servers and Services, patch upgrades, staging refresh.

IT Lead for a major CRM enhancement project. - Responsible for setting up the Siebel servers and coordination code promotion processes across environments. - Liaising with DBS users to gather requirements for other concurrent enhancements to Siebel. - Supporting the daily operations of Siebel 7.5 in DBS Bank. - Provides 2nd Level support for Siebel & CTI to DBS Bank’s Contact Centre users.

Contributions- Involved in call-center telephony integration (CTI) configuration of email and voice response in a telecommunication industry. Helps troubleshoot and resolves problems encountered by users. - Actively involved in the successful upgrade of Siebel from v6.3 to v7.7. Performed Tools Configuration for mainly Quotes, Admin & Product modules, and assisted in configuration of all other modules. Configured EIM loading jobs for uploading Product pricing and discount limits during the Siebel Upgrade and customized the Siebel Approval Workflow System for the escalation of Quotes. - Worked in a wide range of roles including writing Unix scripts to automate running of post-migration assertion scripts, collating of error records for data patching, generated a simple web-based tool for real-time monitoring of errors, triggered jobs via Ctrl-M during the Live & Trial Migration, comparing hard copy customer invoices from old and new billing systems and logging down errors for further investigation.

Responsible for administrating the server, network and database.Lead the team in developing a SMS Service that allows international calls between two parties via SMS.Lead the team in developing SMS/WAP services in Indonesia that facilitates downloading of ringtones, wallpapers and java games via SMS.Developed 1900 & SMS services using the company’s propriety scripting language for IVR programming. Developed web-based statistical tools using PHP/MySQL/Apache for analyzing the KPI.