Summary    

    •  6 years of experience in IT Industry especially in Oracle RightNow CRM Configuration, Oracle RightNow Technical, Oracle Social Relationship Management, Oracle Knowledge advanced.
    • Currently working in Netherlands, Amsterdam
    • Extensive Experience in Requirement Analysis, customization and configuration of various Right now Functions.
    • Good Analytical abilities and Proactive thinking to develop innovative solutions.
    • Hands on Experience to work with Administration, Customer portal, Connect PHP, ROQL,KF API,JAVASCRIPT API ,CPM, Knowledge Advanced REST API etc
    • Design and develop code for  implementation based on client’s requirements

Core Competencies

Domain
:
Telecom Industry, Airlines, Hitech

Functional
:
Requirement Analysis,  Mapping of Requirements to Corresponding RightNow Functions, RightNow Business Logic Formulation, Contact Centre setup(Profiles, Staff Accounts, Nav Sets, Workspaces, Workflows, Agent Scripting, Guided Assistance, Data import, Analytics, Answers, Service Level Agreements, Custom Fields and Custom Objects, Password configuration, Site Configuration, File Manager, Message Bases). Web Experience (Email Management, Customer Portal, Answer Management, Routing incidents, Escalation Handling). Feedback (Handling Feedback, surveys, smart sense etc). Outreach(Mailings, Documents, Files), Social/Communities, Chat Configuration, Co Browse Configuration, Cloud Monitor, Social Marketing, Social engagement, Social Monitoring., Knowledge Advanced Functional

Technical
:
PHP, Code Igniter, RightNow Connect, JavaScript, CSS, HTML, Customer Portal 3, Customer Portal 2, Engagement Engine, Custom Processes, Knowledge Advanced REST API 

CRM /BPM
:
Oracle RightNow May 2010, Nov 2010, May 2012, Nov 2015,MAY 2017

Languages and Tools
PHP, JavaScript, AJAX, CSS, HTML,ROQL,AJAX, HP Service Manager, Komodo edit, Cyberduck, Beyond compare, Eclipse

Professional Experience

May 18’ – Till now
 Role
:
Oracle RightNow/Knowledge Advanced Techno Functional Consultant
Clients
:
Hitech Client

                                       Project Synopsis: 
                                        Oracle Knowledge Advanced, a new cloud solution within the Oracle Service Cloud is used by largest client based out of europe for knowledge management that helps users to provide articles/documents from customer portal/agent desktop and Oracle Knowledge connector and is deployed  in seven languages and supporting users across the globe
                                       
                                       Key Responsibilities

As a part of this project, the below mentioned have been my responsibilities

    • Building on demand requirements/customizations in customer portal 
    • Building Analytics reports and configuring the rules based on the requirements
    • Supporting Upgrades
    • Liaising with customers and supporting UAT for any new delivery
    • UI Designing
    • Content Migration from Inquira to knowledge advanced application
    • Content import using knowledge advanced REST API
    • Experience on Knowledge Connector application provided by oracle
    • Bulk import of users/data using import scripts
    • Knowledge on Tuning Search results, Building intents, Workflows

Feb 17’ – May '18
 Role
:
Oracle RightNow Technical Consultant
Clients
:
311 project

                                       Project Synopsis: 
RightNow™ (a CRM tool from RightNow™ Technologies) is used by customer in the to provide online help and used by its Helpdesks to provide services to the citizens , community engagement, communication via platforms of choice, including mobile devices etc
                                       
                                        Key Responsibilities

As a part of this project, the below mentioned have been my responsibilities

    • Building all 311 requirements/customizations in customer portal
    • Creating Custom Process Models(CPM)
    • Creating custom objects, Reports, Rules, Custom fields etc
    • Liaising with customers and supporting UAT
    • UI Designing
    • Building Analytics reports and configuring the rules based on the requirements

Sept 16’ – Jan' 17
 
Role
:
Oracle Service Cloud/Knowledge Advanced Techno Functional Consultant
Clients
:
US based customer

                                       Project Synopsis: 

Oracle Knowledge Advanced, a new cloud solution within the Oracle Service Cloud that helps organizations deliver a better customer experience, while reducing overall customer support costs. Fully integrated into Oracle Service Cloud, the new cloud-based knowledge management solution enables organizations worldwide to effectively create and refine their knowledge assets to deliver a seamless cross-channel customer experience in 33 languages for both end customers and contact center agents.

                                        Key Responsibilities

As a part of this project, the below mentioned have been my responsibilities

    • Building proof of concepts on Knowledge advanced requirements for Information manager(IM)
              and Information Content(IC)
    • Working on content migration from legacy systems to Knowledge advanced IM system
    • Building proof of concepts on Right now requirements
    • Building the functionalities which are available in OKM on premise to Knowledge advanced cloud version.
    • SSO implementation on agent desktop
    • Knowledge on Content migration using REST API

Nov 13’ – Sept 16’
 
Role
:
Oracle Service Cloud Techno Functional Consultant 
Clients
:
British Telecom, UK

                                       Project Synopsis: 

RightNow™ (a CRM tool from RightNow™ Technologies) is used by BT in the Business and Consumer areas to provide online help and used by its Helpdesks across UK, Philippines and India. In each of these areas, various interfaces exist in RightNow™ to cater to the various products offered to BT customers, For e.g. Self-care, BT Yahoo Broadband, Dial-up, VOIP etc.

BT’s customers browse through the support sites (On RightNow™) and if the question remains Unanswered, their questions are forwarded to the appropriate RightNow™ interface as an incident. Agents respond to these incidents.

The System administration shall provide any reports required by the supervisors/agents and also, carry out the administration activities, like setting up business rules, creation of new web forms, creation of surveys, small enhancements etc

                                        Key Responsibilities

As a part of this project, the below mentioned have been my responsibilities

    • Development  of ask a question forms  
    • RightNow™ product Configuration  and customization
    • Uplifting chat forms in managed framework
    • Liaising with customers and supporting UAT
    • Uplifting the customizations 
    • Migrating omniture analytics to managed framework
    • Uplifting the Engagement Engine rules
    • Building OPA interviews and deploying them
    • SAML Implementation consultant
    • Functional Consultant for gathering requirements and building Adhoc reports
    • Supporting ASG on deployment activities
    • Support and Fixing the customizations in Upgrades
    • Developing automation scripts for ASG

Mar’ 13– Oct’ 13
 Role
:
Oracle CRM Technical Consultant
Clients
:
British Telecom – UK 

                                       Project Synopsis : 

Integrating BT RightNow search results page with KMP (Knowledge Management Platform) using REST API’s provided by Alcatel-Lucent and curl functionality in PHP to access REST API.
 
Key Responsibilities

    • RightNow™ product Configuration  and customization
    • Web page customization
    • Responsible for Design, Solution and Documentation
    • Unit testing of the code developed
    • Liaising with customers and supporting UAT
    • KMP search integration with Rightnow search results

Certifications

    • Oracle RightNow Cloud Service 2016 Implementation Essentials
    • Oracle RightNow CX Cloud Service 2012 Essentials 
    • Oracle Knowledge Management Cloud 2017 Certified Implementation Specialist
    • Oracle Social Relationship Management 2014 Certified Implementation Specialist

Education:

    • Bachelor of Engineering in  Electronics & Communication Engineering from Narasaraopeta Engineering College  with 74%