User:Kulasman

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Image:Manoj India Detailed Resume.pdf

Manoj Kumar Kulaspurkar

4395 N O Connor Rd, Irving, TX 75062, USA

+1 (972) 636 1082 (Home), +1 (972) 717 2934 (Home), +1 (214) 794 0876 (Mobile)

kulasman@hotmail.com, kulaspurkar@yahoo.com or kulasman@gmail.com


Seeking a Functional / Techno - Functional / Managerial / Lead position in India or Travel in …

IT Industry / ITES Industry / Consulting / Banking / Finance / Telecom / Automotive / Govt etc


Objective:

To be part of a team-oriented, creative organization, where my technical background, experience and skills can benefit the company's core goals.


Profile at a Glance:

• A versatile and self-motivated professional with excellent hands-on experience of 11+ years in IT/Consulting Industry or others like Auto/Electronics/Finance/Telecom/Govt as an IT Consultant. • Expert in managing teams with ability to get the work done & increase the productivity of team. • Flexible work outlook; adepts well to changed situations and an excellent judge of character. • Outstanding managerial, communication, interpersonal, client interaction and analytical skills. • Excellent team builder and leader, standard setting demonstrator with go getter attitude. • Exposure to working with IBM, Siebel / Oracle, Cisco and Genesys Professional Services and Big 5 Consulting companies like Accenture and Deloitte. • Subject Matter Expert (SME) in CRM/CTI and Contact Center Technologies/Applications. • Member of Project Management Institute (PMI) and will be PMP Certified soon.


My perfect job:

• I look towards an aspiring career in Project Sales / Pre Sales Consulting or Project Implementation and Delivery in CRM/CTI/Contact Center Implementations or any other Technology / Environment. • Work as Business Analyst or Project Manager / Lead and do more Functional / Management roles. • Ready to Train and Mentor Resources and do Technical Presentations to Clients or Associates. • Want to get some on the field Mentoring from Seniors on Project Management, to be implemented. • Planning to work in India and if required travel anywhere in the world on an assignment.


Core Competencies & Skills No. of Years

• Total IT Experience - 11 ½ • IT Consulting - 8 • Siebel CRM CTI Integration / Softphone - 6 • Call Center Technologies / Implementations - 6 • Genesys Framework - 3 • CTI Design / Implementation - 5 • Siebel / Software Full Life Cycle Dev - 4 • Siebel Development / Configuration - 3 • QA / Testing in CRM / CTI / IVR - 3 • Siebel Administration - 1 • ACD / PBX / Switches - 2 • Application / Production Support - 3 • Proposals / RFP Analysis - 1 • Requirements Gathering & Analysis - 3 • Functional and Technical Design - 4 • Business / System Analysis - 2 • CRM / Contact Center Strategy - 2

Technical Skills:

CTI / Telephony Skills: Siebel CTI, Call Center Technologies, Genesys 7.2 Framework (CME, OCM, OCS, CPD, Dialer, SCI, CC Pulse), CTI (Computer Telephony Integration), Genesys Contact Center, Telephony Administration / Troubleshooting, Envox CT Connect, Genesys T-Server, GPlus Adapter, Cisco ICM, Siebel, Avaya, Siemens, Call Bridge, Aspect and Cisco Softphone, Nortel Meridian and Symposium Link, Avaya Interaction Center, Interactive Intelligence CTI, VOIP Technology.


CRM Skills: Siebel CRM, Siebel Call Center, Siebel Marketing, Campaign Load and Synch, SFA, eService, Siebel Sales, eCommunications, eAutomotive, Email Response, SmartScripts, eScript, Siebel VB.


Functional and Managerial Skills:

Writing Proposals, RFP Study, Feasibility & System Study, Business Analysis, Requirements - Gathering & Analysis, Functional and Technical Design, Software Recommendation, Project Management Skills, MS Project, Siebel / Software Development Life Cycle, Interaction with Expert Contacts in Siebel, Oracle, Genesys, Siemens, Nortel, Cisco, Envox and IBM Professional Services, Good Troubleshooting Expertise on Technical and Functional/Business related issues, Service Level Agreement (SLA) standards.


Also Worked on / Knowledge of:

PBX / Switches: Knowledge of Nortel Meridian, Avaya Definity G3, Siemens PBX, Aspect, Rockwell. Programming Languages: Some Programming Knowledge of C++ / VC++, Visual Basic, Java. Technologies: Knowledge of SOA (Service Oriented Architecture), TAPI (Telephony API), COM/DCOM, .NET, ASP, EIM, EAI, IBM MQ Series. Design Tools: Worked on MS Visio, UML Design, Rational Rose and other Rational Tools Office Tools: Worked on Lotus Notes, MS Office (Word, Excel, Outlook, Visio, PowerPoint & Access). Testing Tools: Worked on Mercury Test Director, Lotus SPR Tracker and Mercury Defect Mgmt Tools. Other Tools: Worked on Testing Tools, Genesys Reports, Actuate Reports, MQ Series. Databases: Worked on IBM DB2, SQL Server, Oracle 9i, Watcom SQL and Database Tool AQT. Operating Systems: Worked on UNIX (Sun OS, HP/UX, IBM AIX), Windows Servers 2000 and 2003.


Detailed Experience:

Satyam Computers Services Ltd in Dallas, TX, USA (Onsite / Offsite / Travel) 11/2006 – Present Working for two clients - Agilent Technologies Inc and Nissan Motor Acceptance Corporation. Systems and Environments: Siebel CRM, Genesys 7.2 /7.6, GPlus 7.1, Envox CT Connect 6.1, CIM 3.8, Siebel CT Connect, Nortel Symposium and Meridian Switch, Siemens Hi Path, IBM DB2, Oracle Database, IBM AIX Servers and Windows Servers.

  • Working as a CRM / CTI / Call Center Technical Lead in the Projects.
  • Prepared the CTI module in the Proposal process / RFP response to be presented to Clients.
  • Worked on CTI Requirements, Functional and Technical Specification and Functional/Tech Design.
  • Manage the Siebel Environment of 200 users and the Total Genesys Environment for about 800 Users.
  • Working with Business Users on certain CTI and Genesys related demos.
  • Interaction with Siebel/Oracle/Genesys/Siemens experts on some real time issues.
  • Working with Siemens Tech support on HiPath CAP and Trunk issues to change Telephony Arch.
  • Planning on Genesys upgrade from 7.2 to 7.6 and interacting with Genesys / Siemens about it.
  • Working in Post Production Support Environment with lots of Enhancements as per the Business.
  • Installed and Configured Envox CTC Server and CIM server in Dev and Test Environments.
  • Worked with Telephony and other Tech Teams to Analyze IVR / CTI / Call flow applications.
  • Worked on Mercury Test Director / Remedy to find and resolve issues.
  • Written Test Cases involving Genesys and Siebel Call Flow including IVR.
  • Configuring Siebel CTI Functionality like Screen pops, transfers, activities and soft phone dev.
  • Working in the Company as Subject Matter Expert in CTI and Call Center Applications.
  • Experience on working in Onsite / Offshore model and interacting with offshore team.
  • Working on other Proposals and RFPs for Prospective Clients.
  • Worked on SLA standards in Development, Deployment and Post-Production support environments.


eVerge Group & Tek Systems in KS and TX (Independent Consulting Role) 02/2006 – 11/2006 Worked at Clients KCM, Sprint Nextel & Bayer HealthCare. Systems and Environments: Siebel 7.8, Envox CT Connect, Nortel Symposium and Meridian Switch, Genesys 7.1, Gplus 7.1, Oracle 9i, IBM and Windows Servers

  • Worked as an Independent Consultant reporting to Project Manager.
  • Worked on CTI Requirements, Functional and Technical Specification and Design.
  • Worked with Development and Design Team to understand the IVR and Call flow applications.
  • Trained Some Business Users on Siebel CRM / CTI.
  • Configured Siebel CTI Functionality like Screen pops, transfers, activities and soft phone dev.
  • Worked with Business Users on CTI related demos.
  • Assisted the Project Manager in Updating the Project Plan and responsible for Design Documents.
  • Installed Siebel 7.8 Client and Server in Development Environment.
  • Installed and Configured Envox CTC Server and CIM Server in Dev, Test and Training Environments.
  • Configured Applets, Views, Screens, Links and Business Comps / Business Objects in Siebel Tools.
  • Worked on Creating Fields, Multi Value Fields, and Multi Value Links etc for a Business Component.
  • Worked on Creating LOV’s in Application Administration and other Siebel Administration tasks.
  • Worked on Creating SmartScripts and linking them to MVG applets.
  • Developed Siebel VB code to customize the Business Service and its methods.
  • Testing on Siebel CTI Functionality like screen pops, transfers and out bound calling.
  • Tested and Executed the Sprint PCS IVR functionality.
  • Prepared Test Cases, Test Plans and Test Scripts using Excel, Lotus SPR tracker and Rational Tools.
  • Trained on Rational Tools Applications like Test Manager and Manual Tester.


Optimos Inc, Chantilly, VA (Onsite / Offsite / Travel) 12/2004 - 12/2005 and 07/2001 – 08/2003 Systems and Environments: Siebel 6 to 7.5, Genesys 5 to 6.5, Gplus 6.5, Envox CT Connect 6, Cisco ICM 4 to 5, Oracle, IBM AIX and Windows Servers Worked at MCI, NCS Pearson, Dun & Bradstreet Finance, Gateway, DirecTV, DBPR Florida.

  • Worked on Projects at various clients as Siebel CRM / CTI Consultant doing Config and Integration.
  • Assisted the Project Coordinator in Developing the Project Plan.
  • Worked on CTI Requirements, Functional and Technical Specification and Design.
  • Trained the Trainer on CRM / CTI.
  • Worked on 24x7 Siebel Application/Production Support.
  • Configured and Tested CRM & CTI Functionality like screen pops, transfers and out bound calling.
  • Installation and Configuration of the GPlus Adapter 6.5.
  • Was solely responsible for Production Rollout and Post Production Support of 2000 users for CTI.
  • Worked with CTI and IVR Team for the call data parameters from IVR /CTI to CRM Application.
  • Worked on Test Director to test some CTI Test Cases involving IVR /Genesys / Siebel Call Flows.
  • Installed / Configured Intel Net Merge/CTC Server and CIM in Dev, Test and Training Environments.
  • Worked on Screen Popping and Configuration / Development of SmartScripts.
  • Worked with Cisco & Siebel teams in configuring and customizing CTI to implement the Call Center.
  • Understand the Genesys Suite 6 Architecture for integration with Siebel 2000.
  • Integrated the Siebel CTI module with Genesys T-Server for voice, Genesys Internet Contact Center (ICC) for Web Chat, E-Mail & Co-Browse (Siebel eCollaboration).
  • Integrated the Siebel E-Mail Genesys E-Mail and Microsoft Outlook/Exchange server.
  • Configured around 10 Call Centers to support Multi-Tenancy and Hoteling concepts.
  • Moving the Development code and configuration into Testing and Production environments.
  • Worked on Building Test Cases in Excel & Mercury Test Director for the Unit Testing, System Testing and Integration testing.
  • Worked in Post Production Support Environment with lots of Enhancements as per the Business.
  • Worked on SLA standards in Development, Deployment and Post-Production support environments.


Rapidigm Inc, Pittsburgh, PA (Onsite / Offsite / Travel) 09 / 2003 – 10 / 2004 Systems and Environments: Siebel 7.5, Genesys 6.5, GPlus 6.5, Oracle, Windows Servers Worked at Clients IBM / Sprint, GM OnStar and USPTO

  • Worked on Projects as Siebel CRM / CTI Consultant doing Configuration and Integration.
  • Worked on Siebel CTI Reqs / Design / Install / Config / Development & Testing in Siebel Call Center.
  • Worked on Siebel CRM CTI Functionality Demo, Functional / Technical Specification and Design.
  • Installation and Configuration of the Siebel Genesys Driver 6.5 (GPlus Adapter).
  • Integrate the Siebel 7 Communication Server Configuration with Genesys T-Server.
  • Worked on Siebel CTI Requirements Analysis & Functional / Technical Design.
  • Worked with the Siebel team in configuring and customizing the CTI Screens / Views for Screen Pop.
  • Worked on SmartScripts development and invoking them from Siebel CTI.


Siebel Systems Inc, San Mateo, CA (Onsite / Offsite / Travel) 05 / 2000 – 05 / 2001 Systems and Environments: Siebel 6, Genesys 5, Oracle, Windows Servers Worked for some months at the Client - Capital One Bank.

  • Worked as Siebel CRM / CTI Consultant doing Configuration and Integration.
  • Understand Call Center Architecture design documentation and develop integration briefs.
  • Worked with customers and partners to implement fully integrated, CTI enabled solutions
  • Worked remotely to assist customers and partners with specific integration issues.
  • Participated in quality assurance and development activities related to the Siebel CTI module.
  • Configured and Customized Siebel with CT Connect & Genesys with Avaya/Aspect/Nortel switches.


Samrun Technologies Inc, Denver, CO (Onsite) 02 / 1999 – 04 / 2000 Systems and Environments: Java, Netscape App Server and Builder, Oracle, Windows Servers Worked at Clients US West (Qwest), Level3 Communications and eGain.

  • Worked at US West and Level 3 as a C++ & Java Programmer Analyst.
  • Coded in Java, JavaScript and HTML languages for the above two modules.
  • Worked in the Netscape Application Builder Environment is Java and Netscape App Server.
  • Prepare the Quality Assurance (QA) and Test Cases and documents.
  • Worked on eGain CRM as a QA / Tester, testing the eGain Mail and other CRM application modules.


Raffles Software Ltd, Bangalore, India 05 / 1998 – 01 / 1999 Systems and Environments: Visual Studio (VB and VC++), Java, MTS, Windows Servers

  • Worked on Intranet based application that gives Physicians/Specialists any time access to critical Data.
  • Using UML in the Analysis & Design of the application
  • Prepare the source code using ASP, VB and VC++.
  • Prepare the Technical Design documents for QA Review.
  • Design using OMT, coding and development of Query sub-module.


Nagpal Software Solutions, Hyderabad, India 07 / 1996 – 03 / 1998 Systems and Environments: Visual Studio (VB and VC++), Windows Servers

  • Worked on a Windows based application with Forms and Reports, which gives Managers and Executives information about sales and marketing data to make some critical decisions.
  • Used UML in the Analysis & Design of a Marketing Application
  • Developed the source code using VB and VC++.
  • Also worked on Presentation / Demo and Marketing of Compiler and Assembler Tools to Clients.
  • Worked on Marketing of CAD-UL Compiler / Assembler / Embedded Tools to Government Clients.


Other Personal Details:

Visa Status  : Permanent Resident of USA (Green Card Holder), Citizen of India, relocating to India.

Education  : Masters of Computer Applications from Osmania University in July 1996.

Date of Birth : December 5, 1972.