Puneet Kumar

Profile Summary

A techno-functional Siebel professional with strong business and solutioning capabilities in

implementation of Siebel CRM. He participates as a key stakeholder in end-to-end
implementation activities right from scope definition, process workshops, requirement
elicitation and analysis, feasibility reviews, solutioning and design to technical delivery of a
quality CRM application.

His varied exposure on Client interactions, architecting Siebel CRM solutions, offshore-onsite
delivery model based engagements, practice development, technical delivery, training,
mentoring team members, etc. has given a strong base for his present activities.

Puneet is Siebel 7 Certified with more than 7 years of experience in industry with good
onsite exposure and strong operational skills. Puneet is also a corporate trainer for leading
MNCs in India for various Siebel functional and technical modules.

Awards and Recognition

 First 'Offshore' Business Analyst for GlaxoSmithKline projects spanning 17 countries.

 Awarded ‘Valuable Contribution Star’ by Patni Computer Systems for contribution to
scratch implementation for the telecom client Jawwal.
 Recognized by Yahoo India for contribution to HotJobs CRM implementation as the
sole Siebel expert from Offshore
 Recognized by HP, India for contribution to its SMB implementation
 First fresher and only candidate for Deloitte Consulting, India to have worked on
onsite and offshore setups for initial projects to increase confidence in capability of
R10 (India cost center of Deloitte)

Skill Set

Process

 Responding to RFP and preparation of SOW.

 Analyze existing client processes and subsequent business process re-engineering
based on industry best practices and application capabilities.
 Define training requirements for end users impacted with process re-engineering
 Extract and document requirements from business users,
 Analyze requirements for business and technology feasibility checks
 Initiating and conducting follow up detailed workshops with business and functional
teams
 Propose high level solution including proof of concepts for quick validation
 Architecting and proposing flexible integration capabilities to provide capabilities for
long term.
 Facilitate detailed design session with technology team ensuring it meets the buy-in
criteria from business
 Understanding pain points in existing application landscape and provide solutioning
to ensure required benefits in to-be application landscape.
 Develop vertical based application capability document and generate the know how
for design and implementation.
 Proposing enterprise wide error handling scenarios for minimal leakage of data.
 Coordinating development effort of legacy team with onsite Siebel and process
teams.
 Providing Siebel product expertise and Know-how to client development team to
expedite development.
 Facilitate development of a comprehensive training repository
 Facilitate and coordinate different phases of Unit/System/Integration/user
acceptance testing across teams to avoid miscommunication and for faster
resolution.
 Training and mentoring of team members.
 Preparation of Technical Design Specification, Master Setup Document, User
Operations Manual documents for Interfaces/Configuration objects developed.
 Preparing Knowledge Transfer documents for smooth transition.

Technical

 Applications: Siebel 7.0.4, Siebel 7.5.3, Siebel 7.5.2, Siebel 7.7.2, Siebel 8.0
 Siebel Verticals: Siebel Financial Services, Siebel Consumer Goods, Siebel Marketing,
Siebel Media, Siebel Call Center, Universal Customer Master, Siebel
eCommunications, Siebel Pharma
 Configuration: Form Applets, List Applets, Pick Applets, MVG Applets, Grid Layouts,
Views, Screens, Business Components, Business Objects, Pick lists, Multi Value Links,
User Properties, List of Values, Communication Encryption (SSL), Screen, Views
 EAI General: Workflows, Business Services, Data Maps
 EAI – Real Time Integration: HTTP Transport, Virtual Business Components,
Integration Objects, Web Services, JMS Queues
 EAI – Batch Integration: Automation of external jobs, EIM processes, Repeated
Component Requests for scheduling
 EIM: Export, Import, Update, Automation of EIM Jobs
 Data Administration: List of Values, UTF-8 encoding, Data Mapping
 Other Components: Email Communication Templates, Error Handling, Product
Configuration, UCM, Server Installation and Administration, performance tuning of
EIM jobs, performance tuning of SQL procedures, Outbound Communications
Manager, Assignment Manager, Smart Script, Document Server, Multilingual
application, Product configuration, Order Management, iHelp, etc.
 Scripting: eScript.
 Troubleshooting: Server Administration, Configuration/Integration bugs, functional
discrepancies
 Other Packages: Installation of Tomcat Web Server with Java Servlets
 Other Languages: Java, C, PL/SQL
Training Experience

Duration: May 2010 (1 days) Client: Oracle, Bangalore

Sub Contract: Vamsoft Technology & Consultancy (P) Ltd.
Employer: SiebelTraining.org Location: Mumbai, India
Designation: Siebel eScript Trainer
Description: The Client provides the world’s most complete, open, and integrated business software
and hardware systems, with more than 370,000 customers—including 100 of the Fortune 100—
representing a variety of sizes and industries in more than 145 countries around the globe.
The Client wanted to get its team members trained on eSripting capabilities of Siebel eBusiness
Applications for its ongoing project requirements. The training was also a pilot to understand the
trainers capability to deliver quality training for long term work.
The course duration was proposed for 2 days including hands-on session but was delivered in 1 day
without any hands-on exercise as per their requirement for a class of 12 members.
Role: Siebel eScript Trainer providing guidance on:
 Introduction to Siebel eScripting Concepts
 Discussing eScript Datatypes and their usage
 Introduction to Expressions, Statements
 Introduction to Functions using eScript and their usage
 Introduction to eScript Statements
 Introduction to eScript Objects and their methods
 Introduction to Clib, String handling, date and time functions
 Introduction to Property sets and browser scripts
 Discussing Siebel eScripting Best Practices

Duration: March 2010 (2 days) Client: Wipro, Bangalore

Location: Mumbai, India Sub Contract: MasterMind Consulting.
Employer: Acrmz Technologies Private Limited
Designation: Siebel Configuration Trainer
Description: The Client is a global IT player providing services and solutions to its varied clientele.
Client wanted to get its team members introduced to the Siebel eBusiness Application Suite as well as
get trained on basic configuration aspects of Siebel. The course duration was proposed for 3 days but
delivered in 2 day for a class of 17 members.
Role: Siebel Configuration Trainer providing guidance on:
 Introduction to Siebel Object and Operating Architecture
 Installing Siebel Tools, Client and Sample database from oracle edelivery dump
 Introduction to basic UI, Business and Data elements in Siebel CRM
 Introduction to specialized components used in basic configuration (Picklists, MVG, Links,
Joins)
 Introduction to Classes and User Properties
 Introduction to LOV and Multilingual applications
 Hands on development of basic business and UI layer
 Overview of Assignment Manager, EIM, EAI, Workflows, Business Services and Scripting

Duration: January 2010 (4 days) Client: Wipro, Bangalore

Location: Mumbai, India Sub Contract: MasterMind Consulting.
Employer: Acrmz Technologies Private Limited
Designation: Siebel EAI Trainer
Description: The Client is a global IT player providing services and solutions to its varied clientele.
Client wanted to train its junior siebel team members on EAI aspects of siebel with a major emphasis
on hands on sessions. The course duration was proposed for 4 days during which a class of 16
members developed the following components successfully.
Role: Siebel EAI Trainer providing guidance on:
 Concepts of Siebel Integration Objects as well as creating/modifying Integration Objects
of varying complexity.
 Using EAI Siebel Adapter with Integration Objects for various operations: Query, Insert,
Update and Upsert
 Using out of the box EAI business services for conversions across XML, Property Sets,
Integration Objects.
 Using out of the box EAI business services for Writing and reading XML, Property Sets,
Integration Objects to/from Files
 Using EAI HTTP Transport business service for sending XML over http
 Configuring Virtual Business Components
 Configuring and Using Inbound Web Services
 Configuring and Using Outbound Web Services
Consulting Experience

Duration: July 2009 – Present Client: GlaxoSmithKline, UK

Location: Mumbai, India Sub Contract: Acrotrend Systems Private Ltd.
Employer: Acrmz Technologies Private Limited
Designation: Siebel Business/Solution Analyst
Description: The Client is a giant pharmaceutical firm which global presence.
Client has implemented Siebel Pharma to support the sales activities of its staff who make frequent
calls to Doctors in their territory. The implementation spans across 17 European nation and same
repository is used for all markets globally to keep consistency of processes. For changes suggested by
local markets, the impact has to be analyzed for all markets and a common approach is identified
which is then confirmed with all markets before implementing the change.

Role: Siebel Business/Solution Analyst with following key responsibilities:

 Participate in scope assessment and requirement elicitation for brand new UI skin of
sales application used across 17 European countries.
 Interact with end business users from all 17 European markets to understand capability
of existing solution as well as to analyze the changes requested by them.
 Propose business process change as required and develop centralized process based
detailed business requirements with standard terminology as each market has its own
variation.
 Follow up with application business experts from all the markets to assess and document
the impact.
 Analyze and sign off detailed system specific requirements based on business
requirements to ensure consistency.
 Understand business user mindset and subsequently develop training material for new
modules of iHelp to be used across all markets.
 Analyze, validate, develop and roll out new functionality in Siebel iHelp for all 17
markets.
 Provide training to all markets in new functionality of Siebel iHelp.
 Participate in test plan for system and regression testing for Salsa 7.0 release.
 Provide support as central business analyst to testing teams from all 17 markets during
system and regression testing.
 Define, validate, execute test cases for iHelps and support market for User Acceptance
Tests of iHelps.
Duration: May 2009 – July 2009 Client: Cancer Research, UK
Location: London, UK Sub Contract: Acrotrend Systems Private Ltd.
Employer: Acrmz Technologies Private Limited
Designation: Siebel Business/Solution Analyst
Description: The Client is a NGO which raises funds for research on Cancer.
Client has different set of team for Event Management, Campaign Management, Fund Raising,
Supporter Management, etc. which are involved in launching events to raise funds for research on
cancer. The events are mostly around running with varied themes and participation size with the data
being managed in spreadsheet across organization leading to data duplication and lack of complete
visibility on supporter’s profile to give them a better experience. Client wants to maintain their
supporter details and their activities in Siebel to plan effectively as well as to have more consistent
organization wide processes.

Role: Siebel Business/Solution Analyst with following key responsibilities:

 Definition, review, analysis and sign off of client requirement to define the scope of
project phase.
 Feasibility check of requirement feasibility and business process change to communicate
involved costs, efforts to customer
 Proof of Concept and demonstration on Events Management, Product definitions, Order
Management and high level correlation with customer business processes
 Technical analysis of requirements for complexity and effort
 Providing High level business solution and application design for requirements.

Duration: March 2009 – May 2009 Client: General Electric - Aviation

Location: Mumbai, India Employer: Patni Computer Systems
Designation: Siebel Business/Solution Analyst
Description: The Client is a leading manufacturer and after sales service provider of aircraft engines
to its multiple aviation partners.
Client uses Siebel for managing its customer profile, assets and servicing information to ensure quality
and consistent processes. Siebel is integrated with legacy applications to fulfill custom functionality
related to pricing models, remote diagnostics, external joint partners, etc. Client has been doing
frequent upgrades on existing application based on changing business rules and end user feedback.

Role: Siebel Business/Solution Analyst with following key responsibilities:

 Act as Subject Matter Expert for aviation processes as well as single point of contact
from vendor as application functional owner
 Definition, review, analysis and sign off of client requirement.
 Complexity, effort analysis and effort estimation of requirements.
 Review design of high level and detailed solution based on the requirements
 Doing proof-of-concept for Siebel modules for which the team does not has prior
expertise
 Mentoring and guiding developers in implementation of design using Siebel best
practices
 Coordinate communication across business, functional, technical and testing teams to
ensure complete ownership and timely completion of project deliverables

Duration: Feb 2008 – March 2009 Client: Jawwal Inc, Palestine

Location: Hyderabad, India Employer: Patni Computer Systems
Designation: Siebel Architect
Description: The Client is the only telecom service provider in Palestine.
Client uses a number of legacy applications to capture customer information and provide its telecom
services to them. This has lead to a very fragmented data while also reducing the agent’s efficiency as
they access different applications to get the relevant information. In addition, the existing applications
of the client are integrated on a point-to-point basis using custom adapters making it very difficult to
add or remove applications many of which are not capable to handle the increasing volume of
business now. Patni Computer Systems has proposed a middleware based SOA architecture with
Siebel as the single application an agent will use for all the Customer Management, Order
Management, Customer Care and Trouble Ticket processes.

Role: Siebel Architect with following key responsibilities:

 Definition, review, analysis and sign off of client requirement based on scope of project
phase as defined in proposal submitted to client
 Design of high level and detailed solution based on the requirements
 Recommend solution architecture based on functionality, limitations and integration
capabilities of legacy systems to enforce stickiness to core functionality and enhanced
performance of end systems.
 Doing proof-of-concept for Siebel modules for which the team does not has prior
expertise
 Mentoring and guiding developers in implementation of design using Siebel best
practices
 Planning of requirement review, design and development activities to meet payment
milestones
 Recommendation of offshore development and system testing setup, onsite
development, system testing, integration testing and UAT setup
 Participate in recommendation of hardware sizing and production box
 Recommendation of Siebel facilitated process to enhance efficiency of agents and
improve customer experience
 Design and development on Web Services, Assignment Manager, Organization Structure
and Access, Workflow policies, product configuration, automation of SQL Loader utility
and EIM jobs, performance tuning of SQL queries and EIM, performance tuning of real
time transactions over HTTP
 Proof of concept and implementation of multilingual instance of Siebel application
 Providing overview of requirement, functionality and design to QA team for preparation
of test cases
 Quick Troubleshooting and bug fixing for integration/configuration bugs.
 Recruitment of candidate, managing teams and handling other administrative tasks.

Freelancing Experience

Duration: Dec 2006 – Feb 2008 Client: Serene Corporation, USA

Location: Pune, India Sub Contract: Vertex Computer Systems,
Serene Corporation
Designation: Offshore Coordinator
Description: The Client is a growing IT Service Provider in USA.
Client implements IT solutions for its clients based on their requirements while ensuring an
enhancement in the effectiveness of existing processes. Serene has recently made a strategic decision
to open an offshore center in Pune, India to capture the skilled manpower while improving its margin
due to cost effectiveness. The intended plan is to have the development team working from Pune
while the client facing interactions are handled at onsite Sunnyvale, US. To handle the administrative
aspects of kick starting a new team and also to have an effective process to effectively utilize the
advantages, Serene decided to hire an offshore coordinator which it has worked in a previous
engagement on onsite-offshore model.
Role: Offshore Coordinator with following key responsibilities:
 Assist onsite team in analyzing requirements and designing solutions.
 Develop internal Siebel implementation for tracking projects, vendors, financials, etc.
 Develop know how on UCM and JMS queues for onsite development team
 Provide Product expertise to development and testing team in Pune.
 Coordinating development effort of offshore team with onsite Siebel team.
 Quick Troubleshooting and bug fixing for integration/configuration bugs.
 Recruitment of candidate and handling other administrative tasks.
Duration: August 2007 (1 month) Location: Pune, India
Client: Rajesh Global Solutions Sub Contract: Boden Inc.
Designation: Consultant
Description: Rajesh Global Solutions is relatively new entrant in the IT service provider
domain and is promoted by Rajesh Group, a US$ 5500 million company. The client was in
process of acquiring new customers with requirements on Siebel platform for the first time.
In absence of a team knowledgeable of this platform, the consultant was the sole point of
contact for product expertise.
Role: Individually responsible for
 Interacting with the CEO to understand the nature of customer’s business requirements
 Provide recommendation on to-be system architecture based on system capabilities
mentioned in RFP
 Suggest hardware specs for proposed solution and efficiency as per SLA
 Quantifying client requirements and generating Statement of Work for negotiations
 Estimate effort, resource, cost and project timelines
 Resolve customer queries on technical aspects of solutions.

Duration: July 2007 (3 weeks) Location: Pune, India

Client: NIIT Sub Contract: Boden Inc.
Designation: Consultant
Description: The client’s Customer Relation and Baggage Claims Group responds to more than one
million customer inquiries over email, fax, phone and letters. The existing infrastructure of the client is
out of date and unable to support the growing requirements. The client decided to implement Siebel
CRM solution utilizing its built in automated components to support the expanding operations.
Role: Individually responsible for responding to the Request for Proposal and
conceptualizing the solution including the following components
 Estimate effort, resource, cost and project timelines
 Develop initial project organization framework and execution methodology
 Recommend future system architecture, transaction mechanism and hardware
components to match proposed solution and efficiency
 Route incoming calls, emails, faxes and letters to agents based on skill sets and
availability
 Use Siebel Universal Customer Master to serve as a source of cleansed contact
information
 Delegate control and assign activities to agents based on position and responsibilities
 Utilize Siebel Email Response and CTI to handle huge volume of inbound and outbound
emails and calls respectively
 Use Templates for outbound responses in emails and faxes
 Integrate Siebel Document Server for a network printing solution
 Integrate with Documentum to process letter and fax images
 Integrated with legacy in real time and batch
Duration: Jan 2006 – Dec 2006 Location: Bangalore, India
Client: Yahoo, Bangalore Sub Contract: Vertex Computer Systems
Designation: Offshore Siebel Expert
Description: The Client is a major Content Provider globally.
Client operates a recruitment portal which handles the staffing needs of various firms. The Project
involves storing and enhancing the activities of a recruiter by integrating legacy information with
Siebel. The legacy development team was working from Bangalore, India while the Siebel
development team operated from Sunnyvale, US. With a short timeline, gap in Product know-how with
legacy team and lack of coordinated development efforts, an Offshore Siebel Professional was hired as
a single point of information on Siebel at offshore.
Role: Siebel Specialist with following key responsibilities:
 Provide Product expertise to client’s development and testing team in Bangalore.
 Provide Integration and configuration expertise to Siebel development team in
Sunnyvale for unknowns on Secure Communication, http transactions, Virtual Business
Components.
 Improve performance of Siebel application in configuration, scripting, workflows and http
transactions
 Implement extensive and user friendly error handling for errors in scripting and
workflows
 Correcting functional requirements as per Siebel Product restrictions.
 Review of offshore testing efforts from Siebel perspective.
 Coordinating development effort of Legacy team with onsite Siebel team.
 Quick Troubleshooting and bug fixing for integration/configuration bugs.
 Understanding existing functionality and ensuring to preserve the same while fixing the
bugs.

Consulting Experience

Duration: May 2003 – Nov 2005 Organization: Deloitte, Mumbai

Designation: Senior Analyst

Common Responsibilities across engagements:

 Carrying out development using business objects/components, applets, views, screens,
pick lists, etc.
 Develop integration interfaces using workflows, business services and integration objects
with scripting as needed.
 Documentation of design specifications, Operations manual and others as per client
requirements.
 Planning and support for Unit testing, system testing and integration testing.

Client: Blue Cross and Blue Shield of North Carolina, NC - USA

Description: The Client is a major medical insurance provider in US.
Client has a set of 14 independent applications which store customer data in a redundant
fashion. The Project involves replacing the existing legacy application of client with one single
integrated application which talks simultaneously with the existing ones and provide the
customer related data for Call Center Agents.
Featured Role: Integration Specialist with following key responsibilities:
 Generate Seed data for Siebel from legacy database by running EIM jobs.
 Develop working prototype and workable documentation for ‘Virtual Business
Component’ and hence do a proof of concept of their usability with real time
integration with legacy system.
 Develop a prototype for ‘Service Oriented Architecture’ with one business entity
and hence provide a proof of concept of its usability with single data hub
architecture.
 Performance tuning of data cleansing SQL queries and EIM tasks
 Performance tuning of http transactions within Siebel and provide
recommendation to legacy team on the same.
 Ensuring the development efforts of client team are in sync with functional
requirements

Client: Agilent Technologies, Mumbai - India

Description: Agilent delivers innovative technologies, solutions and services to a wide range
of customers in communications, electronics, life sciences and chemical analysis.
This project aims to refine the existing customer data, make the existing functionality more
robust in addition to implementing a few features for better customer experience.
Featured Role: Configurator with following key responsibilities:
 Interacting with client to understand the impact of testing on systems already in
production and planning the new release accordingly.
 Understanding the entire development changes of previous release with regards
to existing functionality and changing the same as per new requirement.

Client: Hewlett Packard, Bangalore – India

Description: HP is a technology solutions provider to consumers, businesses and institutions
globally.
This project extends the functionality of the existing legacy system (SAP and SmartBuy) of the
client already integrated with Siebel. The legacy systems are already deployed globally with
the complete development box in Bangalore. The project was implemented with a very
constrained timeline.
Featured Role: Integration Developer with following key responsibilities:
 Understanding the development till last release with regards to existing
functionality and changing the same as per new functional requirement.
 Interacting with client to understand and design solution without affecting the
existing system being already used for production.
 Responsible for coordinating with development team from client to ensure they
understand existing functionality and do not affect the same while adding new
features.

Client: Hewlett Packard, Bangalore – India

Description: HP is a technology solutions provider to consumers, businesses and institutions
globally.
This project is to integrate the existing legacy system(Surfgold, Aquarius, eProfile, HPP
Passport) of the client with Siebel and Oracle smoothly. The interaction takes place with client
offices globally with the complete development box in Bangalore.
Featured Role: Integration Developer with following key responsibilities:
  Implementing extensive EIM jobs for daily export of data from legacy to Siebel,
performance tuning of SQL procedures and EIM jobs.
 Analyzing and implementing multilingual LOV data for Siebel application installed
on single language pack
 Automation of Enterprise Integration Manager (EIM) and external applications
from Siebel.
 Study Web Services and verify/test the functionality as per the client’s
requirement.
 Troubleshooting/testing on email communication templates for multilingual
support.
 Coordinating development efforts with boundary system team from client spread
across time zones.
 Data Administration to provide multilingual support with UTF-8 encoding.

Client: Heinz, Mumbai – India / Pittsburgh - USA

Description: Heinz is one of the world’s leading marketers of branded foods to retail and
foodservice channels.
This project is to access the feasibility and impact of managing Category Development Fund
and Liability Accounting processes using Siebel. All funds are defined, tracked and managed in
Siebel. All promotions are defined, tracked and managed in Siebel.
Featured Role: Developer with following key responsibilities:
 Automation of Enterprise Integration Manager (EIM) and external applications
from Siebel.
 Implementing, automating and performance tuning of Oracle stored procedures.
 Incorporating a Master Error Handling Process for proper tracking of errors
generated at various nodes.
 Developing and implementing a very critical Liability Engine which performs the
necessary business transactions and sends the corrected liability/accounting data
to other Legacy Systems.
 Supporting Onsite team for troubleshooting of the interfaces developed by
Offshore Team

Firm Initiatives
 EAI Training: Developed training material for in-house training in Siebel EAI.
 Onsite Offshore Model: Being among the first to work on the first project
involving onsite and offshore development, as well as getting onsite exposure
helped in understanding the nature of outsourcing model. This is being utilized to
enhance smooth operation of other projects on similar lines.
 TPM Training: Developed in-house complete training material for Siebel Trade
Promotions Management (TPM) for Deloitte. TPM Training is planned to be must
for all resources for future TPM Projects for clients like Gillette, Nestle, etc.
 Practice Training Initiative: Instrumental in analyzing training requirement of
Deloitte-India and drawing up a comprehensive training plan for six months on an
ongoing basis.
 CRM Buddy: An initiative for lateral staffing of offshore resources in ongoing
onsite projects.
Training and Certification

Siebel 7 Core Consultant Course conducted by Siebel.

In-house Actuate Reports Training with Lab session.

Education

Bachelor of Technology (B.Tech) in Chemical Engineering from IIT Kharagpur

(2003).

Extra curricular activities

 Awarded the prestigious Patel Trophy and hence accorded with the Freedom of
the Hall for contributions to the Hall’s well being in the form of hard work and
devoted service during the stay in the Hall at IIT Kharagpur.
 Awarded Best Fresher Volunteer in the Hall of Residence for overall participation
and performance in various cultural and sports events.
 3rd position in the Business Plan Competition at IIT Kharagpur.
 Organizer, Business Plan Competition, IIT Kharagpur.
 Organizer of Personality Contest for the 1st time at IIT Kharagpur.
 As General Secretary (Maintenance) of the Hall of Residence, accountable for the
comprehensive maintenance of the hostel which included complete rewiring and
renovation of student hostels.
 As Secretary (Maintenance) of the Hall of Residence, responsible towards day-to-day
maintenance and negotiation with dealers for terms of contracts.
 Headed the Hall of Residence in the annual Illumination Contest.
 Supervised the planning and implementation of the annual Technical and Cultural
festivals of IIT Kharagpur in various roles.
 Member of Network Committee to regulate LAN at IIT Kharagpur.
 Participated in Inter Hall Weightlifting Competition.
 Member of Amateur Ham Radio Club.
 Member of Amateur Astronomy Club

Contact Details

Email Address: [email protected]

Mobile: +91 93232 17352