Sharoon Sarfraz

Sharoon Sarfraz Country: Pakistan CRM Consultant / Business Analyst Email:- DOB:- Cell:- Education Qualifications    Languages BS (IT): Punjab University College of Information Technology, Punjab University, Lahore, Pakistan. -) Intermediate (F.Sc Pre-Engg): Govt. College of Science Lahore, Pakistan. -) Matriculation: Imtiaz Public High School, Lahore, Pakistan-) Urdu English Native Fluent Professional Experience Worked as Sr.Business Analyst and Responsible for Functional Requirement Gathering, Design, Customization and implementing CRM Product Structure in Telco and Business Domains. Profile Professionally I am Oracle Siebel CRM 8.0 Certified Consultant. Have a Working Experience of Companies Like IBM- GBS as Sr. Business Analyst / Sr. QA Consultant and with Oracle as Technical Account Manager. I have Worked as Project Manager with Naseeb Networks Inc and ensuring the Successfully Delivery of Quality Products to the clients on Mihnati.com      Key Skills Requirement Gathering Siebel CRM Order Management CRM Customization Siebel Applications Analysis and Development Telecom Business Process Key Courses , Training and Certifications Consultancy Practices and Trainings:  Oracle Siebel 8.0.x Core Consultant Training Career History Position: Project Manager     Naseeb Networks Inc ORACLE Siebel 8.0.x Certified Professional [Oracle University] Siebel CRM 8.1.1 PreSales Specialist [Oracle University] Siebel CRM Sales Specialist[Oracle University] Oracle Siebel Support Specialist[Oracle University] Duration: June 2016 to Feb-2017 Responsibilities Involve: Lahore, PK  Duration: June 2016 Sharoon Sarfraz Sr. Busienss Analyst – CRM Consultant Working and Dealing with Saudi Arabian(KSA) Clients directly to take requirement of new Projects under the Product Mihnait.com , Handling all - 1/6 - Date: 28/06/18 – Feb 2017 www.naseebnetworks .com/   http://www.mihnati. com http://www.rozee.pk  the Issues faced by client ,Change Request made by clients and training of Deliverables to Clients. Take all the requirements of existing / new project Responsible to Customize Hiring Workflow as per Client new requirement. Worked on all the day-to-day operational Issues reported by client. Client Name : Mobilink GSM (PMCL),Pakistan ORACLE Pakistan Lahore, PK Project Name: MUP: Siebel CRM Service Operation Position: Sr. Technical Account Manager Duration: Sep 2015 To Date Duration: Sep 2015 to May 2016 www.oracle.com Responsibilities Involve: My prime duties involve a core responsibility of leading the team and coordinate for daily resolution of issues of Siebel Implementation Projects, Support Projects and development of new Change Requests.            IBM Pakistan Lahore, PK Duration: July 2010 To Apr 2015 www.ibm.com/pk Involved in Reviewing Siebel implementation of New Change Request (CR) for accuracy, completeness, and testability using IBM Rational® RequisitePro®. Analysis and design in coordination with Project Group and System Key Users. Managing & Ensuring L1, L2 & L3 Support for Siebel operations Management of UAT, Production and AMS for implementation of new Change requests Facilitating Workshops and Interviews to ensure the correct understanding of how business requirements fit into Siebel. Fit-gap analysis for global process against Siebel out-of-the-box. End to end analysis to ensure that functionality and process matches the global model (cross system process, interfaces, and function). Performs analysis and evaluation of options, alternatives, and system capabilities. Creation of process design/system solution to ensure that requested functionality and process is mapped to out-of-the-box Siebel capability. Assisting in the Change Management process for the existing Organizations within each country. Provide functional expertise in areas of Siebel CRM including Sales (predominantly), Order Management, SR, Account Management, Customer Service and Pricing. Client Name : Mobilink GSM (PMCL),Pakistan Project Name: CRM Gladiator PPS Position: Siebel CRM Consultant Duration: July 2010 to Dec-2015 Sharoon Sarfraz Sr. Busienss Analyst – CRM Consultant - 2/6 - Date: 28/06/18 Responsibilities Involve: Working as Siebel CRM Consultant, Leading Functional Team, on an Application management services and PPS projects for PMCL. Responsibilities involve:  Involved and Completed Siebel CRM Support (PPS/PPS2/PPS3/PPS4) projects as Siebel CRM Functional Lead.  Involved in meetings with client in requirement gathering and Coordinating with Technical team to get the work done.  Involved in Reviewing Siebel implementation requirement documentation of New Change Request (CR) for accuracy, completeness, and testability using IBM Rational® RequisitePro®.  Analysis and design in coordination with Project Group and System Key Users.  Local Requirements definition following intensive discussions, workshops and sessions with local users, management and developers.  Documentation of system, functional flows and user manuals.  Documentation, development and testing of client Siebel enhancements.  Participates in final requirements and design reviews and sign offs of Change Request  Facilitate problem solving and collaboration  Managing Defects lifecycle by using IBM Clear Quest (CQ) software.  Involved in Defect logging ,Defect Analysis and Resolution  Developing testing plans for functional and systems integration testing  Testing case preparation for system and regression tests and creating test cases following the guidelines and communicating with concept owners.  Involved in Documentation of test scenarios, and test scripts  Involved in Testing of Issues and new Functionalities  Performed functional, systems integration, and data conversion testing tasks  Involved in Verification and Validation of defects  Testing case execution during system test phase and investigating whether application functionality corresponds to the requirements prior to registering application defects.  Responsible to give Go ahead to Client for any change Update of CR / Defect in Production after ensuring complete Quality of Build.  Provide necessary business information  Ensure deliverables are prepared to satisfy the project requirements and Team schedule  On hand support at client's Contact Centres which include training sessions of Siebel Call Centre module for Mobilink End users (CSRs/ TL) , Troubleshooting for smooth CRM Operations.  Guiding end users in running smooth Siebel Call Centre Operations.  Knowledge of Complete Siebel Order Management.  Hands on Experience on Siebel Order life Cycle  Hands on Experience on Siebel Service Request Cycle  Hands on Experience and Business Knowledge of Telecom Operation (Contact To Asset Creation) in Siebel CRM.  Complete Business Knowledge of Telecom Operation (Prepaid/ Postpaid Domain)  Hands-on Experience of developing Siebel Functional and Data driven test plans, test cases, ability to isolate problems and drive them to resolution  Coach and help develop team members, Client representatives and end users involving walkthroughs, trainings, knowledge transfer, business & technical Workshops and collaborative sessions to facilitate problem Sharoon Sarfraz Sr. Busienss Analyst – CRM Consultant - 3/6 - Date: 28/06/18 solving and client satisfaction Client Name : PTCL , Pakistan Project Name: PTCL CRM Position: Siebel CRM QA Consultant Duration: March 2012 to May 2012 Working as Siebel CRM Consultant as a Lead of Functional Team on a PPS projects for PTCL CRM. Responsibilities Involve:        Facilitate problem solving and collaboration Managing Defects lifecycle by using IBM Clear Quest (CQ) software. Involved in Defect logging ,Defect Analysis and Resolution Developing testing plans for functional and systems integration testing Involved in Documentation of test scenarios, and test scripts Involved in Testing of Issues and new Functionalities Performed functional, systems integration, and data conversion testing tasks  Involved in Verification and Validation of defects  Discussion with Client on daily basis for Status Updates  Responsible for Resolving Daily Operational Issues as reported by client  Provide the team with a vision of the project objectives  Assure that the team addresses all relevant issues within the specifications and various standards  Provide necessary Business Information  Ensure deliverables are prepared to satisfy the project requirements and Team schedule  Coordinates meetings with project manager and functional management.  Keep the Management informed of task accomplishment, issues and status. Serve as a focal point to communicate and resolve interface and integration issues with other teams.  Act as a single point of contact for Managers.  On hand support at client's Contact Centres which include training sessions of Siebel Call Centre module for PTCL End users (CSRs/ TL) , Troubleshooting for smooth CRM Operations.  Guiding end users in running smooth Siebel Call Centre Operations. Hands on Experience on Siebel Service Request Cycle World Source Network (Leapfile) Lahore, Pakistan Duration : Feb 2010 to July 2010 www.leapfile.com Project Name: File Sharing Software “Oxygen Cloud” Company :World Source Network (Leapfile), Pakistan Position Name: Software Quality Assurance Engineer Duration : Feb 2010 to July 2010 Oxygen Cloud connects all people, data and devices to a single file system. The company is delivering native desktop collaboration and cloud storage brokering to business end users. Sharoon Sarfraz Sr. Busienss Analyst – CRM Consultant - 4/6 - Date: 28/06/18 I have been working as Software Quality Assurance Engineer on this project and performing following activities :           Purelogics Lahore, Pakistan Duration: June 2009 to Jan 2010 www.purelogics.net Understand project requirements. Prepare / Update the Test case document for testing of the application from all aspects. Prepare the test set-up. Deploy the build in the required set-up. Discuss doubts/queries with Development Team / Client. Conduct the Testing including Smoke, Sanity, and Bug Bash / Execute the Test cases. Update the Test Result document. Attend the Regular client emails / chat messages. Log / File the defects in Defect tracking tool / Bug Report. Verify defects and Review the verification & validation document Project :“My Church” A Social Network Site Position: Quality Assurance Engineer Company: Purelogics, Pakistan Duration: June 2009 to Jan 2010 MyChurch is a community-building tool for churches. Church networks hosted on MyChurch are designed to connect and engage members. Churchgoers can post prayer requests and pray for each other. Pastors can send out announcements and upload their sermons. Church members can share videos, pictures, and documents. And the community can post offerings and needs for each other. I have been working as QA Engineer on this project and performing following activities :   Understand project requirements. Prepare / Update the Test case document for testing of the application from all aspects.  Prepare the test set-up.  Report new bugs/ enhancements  Discuss doubts/queries with Development Team / Client.  Conduct the Testing including Smoke, Sanity, and Bug Bash / Execute the Test cases.  Update the Test Result document.  Reporting to Project Manager  Discuss doubts/queries with Development Team / Client.  Conduct the Testing including Smoke, Sanity, and Bug Bash / Execute the Test cases.  Update the Test Result document.  Attend the Regular client emails / chat messages.  Log / File the defects in Defect tracking tool / Bug Report.  Verify defects and Review the verification & validation document Liaison with end users, developing new screens and application functionality and assisting team with training efforts, documentation and simulations Sharoon Sarfraz Sr. Busienss Analyst – CRM Consultant - 5/6 - Date: 28/06/18 Technical Skills Packaged Solutions: Siebel CRM Zoho CRM Customization, OBIEE (Oracle SEIBEL CRM, Oracle Database 10/11g), Application Managed Service, Web Based Applications Technologies Used: Siebel Tools 7.8, Siebel eScript, Oracle 10g, Siebel Web Client 7.8/8.1,Call Center, eCommunicaitons, SOAP UI, Oracle SQL Developer, IBM Clear Quest, IBM Requisite Pro, IBM Rational Performance Tester, IBM Rational Manual Tester, IBM Clear Quest, EMS Gems Tool, MS Office Suite, MS Visio & MS Project, Rational Quality Manager, OLP, Object Oriented Analysis and Design, Enterprise Architecture, Rational Quality Manager. Rational Team Concert, Rational Requirement Composer. Programming Languages: XML, HTML, SQL script Databases: SQL Server 2000, Oracle 11g/10g/9i/8i/7 Others: TOAD, SQL Plus Personal Profile     Reference Sharoon Sarfraz Sr. Busienss Analyst – CRM Consultant Self motivated and results focused with positive attitude. Team player with excellent communication skills. Organised but flexible. People oriented: especially successful in assisting organisations in the change process, improving user's motivation, productivity and work satisfaction.  Hobbies: Tennis, Horse Riding, Music, Travelling.  Will be provided on demand - 6/6 - Date: 28/06/18