Michael Dunleavy Email & Phone Number

Principle Technical Support Analyst with Siebel CRM Applications Team (Configuration and Scripting) • Provided Technical Support to Siebel CRM customers with the configuration and scripting of their applications.• Assisted customers in developing Siebel eScript, Siebel VB and JavaScript to extend and customise their application.• Used Siebel Tools application to customise and extend the Siebel UI and Object layer.• Investigating performance and crash issues by examining crash files/logs.• Worked with Siebel Product Development to reproduce product issues, investigated log files and assisted with developing workarounds.• Consulted with Product Management to discuss and suggest application bugs and enhancements to the Siebel product and Siebel documentation.• Developing and delivering training to new and existing team members.• Documenting technical solutions and making them available in the Oracle knowledge base for customers to use to self service those particular issues.

• Supervised the upgrading and installation of Eircom web site, www.eircom.ie• Liaised with managers to gather requirements, provide analysis and feedback on potential technological solutions• Testing of software updates and new functionality

• Gathered the business users requirements and developed detailed programming specifications, database designs, records structures, rules, interfaces and contingency plans using structured approaches.• Configured and scripted internal CRM application. (Siebel application) • Liaison between Dublin and Limerick development teams. • Training of team members in Siebel configuration and SQL.• Provided 2nd and 3rd level support and maintenance services including on-call support.

Master’S Degree, Hdip. Software Design And Development

Bachelor’S Degree, Bsc Applied Physics With Electronics & Computing

Associate’S Degree, Science Diploma (Physics & Instrumentation)