Responsibilities:• Supporting the CRM application in production to handle the inbound and outbound calls to display client provided data for call center agents.• Integrating the telephony CTI tools (GENESYS and ASPECT) with the CRM system to manage the inbound and outbound calls through dialer automatically• Gathering requirements from businesses, analyze the requirements, design the solution and create estimate based on the resources available. • Follow the Software development Life Cycle for each release and document the release.• Performing database backup, restore, managing user accounts and apply relevant privileges.• Setting up database replication from production to reporting databases for OnDemand reporting team.• Performing daily database check to ensure the integrity of the data.• Developing automation packages using SSIS to load the client provided data into CRM, also developed the SSIS packages to send email alerts and sales update to operations.• Developing generic SSIS packages to work across different clients.• Liaise with the client to understand their needs for reporting and design the reports accordingly.• Design, build and implement reports in SSRS and Crystal on customized level.• Recommend the new and improved format of the legacy reports which benefits the BAU process for clients.• Keep updating myself around the changes in BAU processes and the systems as they affect the data and reports• Improve and optimize the SQL stored procedures and report format to deliver the reports in more meaningful manner.• Producing supportive documentation for training and coaching purpose for end-users.

Responsibilities:• Working as a first point of contact for customer service enquiry over the phone. • Provide proper solutions and products as per customer’s needs and resolve any billing issues and make billing adjustment on the customer’s account. • Meet first call resolution as an individual and as a team to achieve the target and other KPIs. • Worked as a Future Team Leader and provide general administrative support in the absence of team leader. • Worked as a Deployment Support Officer when Siebel CRM tool was introduced for Telstra campaign and gave necessary support to newly arrived employees in the centre. • Resolve the complex problems by doing some troubleshooting using different helpdesk tools and also creating service request documents in the system as per specified standards and follow that up at priority base. • Escalate the problem to appropriate department in-case of technical limitations. • Generating accurate technical documents – ITAM required getting an attention of the quality team to resolve the complex problems and keep the records of those documents. • Also maintain new changes in the systems on day to day basis if required and communicate with the Team Leader and other department verbally and also in written by intranet mailing system and through phone. • Reporting any technical incident happened within different systems used on daily basis. • Worked as System Matter Expert – SME to give further knowledge to the staff about new changes introduced on daily work instructions and also in sales or user procedures in Siebel CRM.

• Taking participation in requirement gathering process with team mates from client.• Analyze and design the solution based on the requirements collected from client• Implement the solution by creating GUI in different modules of the ERP package like sales, purchase, stores, finance and planning using VB6, Visual Basic .NET• Extensively use Visual SourceSafe to keep the inventory updated for the solution implemented• Creating stored procedures and triggers in SQL Server 2000 for reporting purpose.• Generating different reports through Crystal Reports and SQL Server 2000.• Follow Software Development Life Cycle – SDLC throughout this project. • Providing ongoing maintenance support to the clients by generating or editing the part of the different ERP modules and provide new patches with the package • Remotely install the software patches to client’s site and also provide ongoing support through documentationMajor Achievement: • Developed intranet mailing system in Visual Basic .NET. and SQL Server 2000 using MAPI – Message Application Programming Interface which connects the ERP system with Microsoft Exchange mail server and Outlook to send the emails out to relevent persons when any order is created in ERP system.• Integrated the mailing system with Sales, Service, Purchase, Store, Engineering, Planning and Production, and Finance modules of ERP system – IMMS.• Also implemented low level security into mailing system so the details of any reports go to only authorized person or department.