Chetna Tanwani Oracle Apps SCM-CRM Techno-Functional Consultant

1 | P a g e + 1 - 4 0 8 - 9 3 1 - 2 2 0 5
Chetna Tanwani
Mobile: +1-408-931-2205 Oracle Apps SCM-CRM Techno-Functional Consultant
Email: chetnathelife@gmail.com
Skype-id: chetnathelife
www.linkedin.com/in/chetnatanwani

Professional Summary

Software Engineering Senior Analyst with 6 years of IT Techno-Functional experience with Accenture Services
Pvt Ltd.
Identified for having an excellent track record in Metrics, Process and People Management accompanied with
outstanding Analytical, Communication and Presentation Skills, having solid experience of working in a
competitive multi-vendor environment.
Expertise in Oracle SQL, PLSQL (Advanced) 9i/10g/11g versions having worked on Oracle Apps ERP
development for CRM modules (Service Contracts, Install Base, Field Services) & on SCM modules (Order
Management-Order To Cash) 11i/ R12.
Good experience of Oracle database and performance tuning concepts, Oracle Apps ERP - Forms 9i & PLSQL
Reports development.
Possess first-hand experience of end-to-end SDLC cycle of product Development or feature Enhancement right
from the Requirement gathering (BRD from Business team) to data mapping or design phase to (functional +
technical) solution approach review to Code Development and finally Code Testing (Unit Testing + UAT) with Go-
Live and Post production support and maintenance with bug-fixes.
Proven track record of being significantly above peer group by converting a challenge into opportunity with a thirst
to learn, excel and train the team. Was felicitated with Rising Star Award at DU Level in 2010.
Instrumental in capacity planning exercises for team to determine Bandwidth and Resource Allocation required for
accomplishing simple to complex Oracle DB Developments and Enhancement/Break-Fix/CI requests in the
project for every quarter.
Worked as an offshore module lead from on-site for 2 business modules for 2 years.
Identified for being proactive and proficient to work independently or as a part of team and delivering high quality
work within set timelines.
Pioneered in conceptualisation and implementation of Managed Delivery Project SLA Metrics reporting structure
resulting in improved SLA Metrics, reduced Process Non Compliance figures contributing to increase in CTSS
(Client Team Satisfaction Score) to 7/7 for 3 consecutive years.
Possess an excellent active Leadership history from being training new joiners batch POC to Youngest Fun Team
Lead at engagement level by improvising team performance through orchestrating, leading, organising and being
a part of various team building activities and events (Multiple Vendors and Client team inclusive); also author &
editor multiple Newsletters and Magazines across various levels of organisation like project, engagement, DU
Level & AG Level.
Sound experience in imparting classroom and interactive online training on RDBMS, SQL, Advanced PLSQL and
Oracle Apps Concepts to new resources entering our organization, directly from college.
Nominated for Yellow Belt Award for Six Sigma standards implementation, for LOV value addition automation,
thus improving the proficiency of a recurring deliverable by 88% resulting in saving cost and effort.
Have Represented Accenture for 2 consecutive years 2013 and 2014 in The Annual Tech Challenge held by
San Jose Tech Museum as a VIP member invited by the museum President Tim Ritchie.
Technical Competencies
Metrics Management Tools : MS Excel, MS Powerpoint
DB Programming Languages : Oracle SQL, PL/SQL 9i/10g/11g
Oracle Apps Skills : CRM modules like Service Contracts, Install Base, Field Services,
Logistics, Support Center and SCM modules like Order Management,
Oracle Apps Forms 6i and PLSQL Reports Development.
Development tools : Toad, SQL Plus, SQL Loader, Putty, VNC Viewer, Oracle Report
Builder, Oracle Forms Builder, Workflows, XML Publisher
Metrics Management Tools : Peregrine, Quality Center, Salesforce Dashboard
Scheduling Tools & Repository : Control-M, Harvest, Clear-case, PVCS, Perforce,VSS, PPM, Kintana
Middleware : BPEL
Chetna Tanwani Oracle Apps SCM-CRM Techno-Functional Consultant
2 | P a g e + 1 - 4 0 8 - 9 3 1 - 2 2 0 5

Education Qualification
B.E - Electronics & Telecom Branch from Thadomal Shahani Engineering CollegeJune 2008

Technical Certifications
Successfully Completed the Oracle Certified Professional Exam with below marks:

1. 1Z0-007 Introduction to Oracle9i SQL 88%
2. 1Z0-147 - Oracle9i Program with PL/SQL - 96%
3. 1Z0-146 Oracle Database 11g: Advanced PL/SQL 100%
4. Successfully completed ASDA (Accenture Solutions Delivery Academy) certification to be a Certified
Application Developer.
It is a training and certification program based on Accentures Application Delivery curriculum and corporate
training in collaboration with MIT (Massachusetts Institute of Technology).

Work Experience Profile

Accenture Services Pvt. Ltd. (Mumbai): 21 July 2008 till Today

Designation:
Associate Software Engineer : July 2008 Aug 2009
Software Engineer : Sep 2009 Aug 2011
Senior Software Engineer : Sep 2011 Aug 2013
Software Engineering Senior Analyst : Sep 2013 Today

Detailed Project Experience:

A. Oracle Application Support Senior Analyst for VMWare Inc. project in a team size of 5 from
27 Jan 2014 till today.

Technology used : Oracle PLSQL, Oracle Apps 11i CRM (SC, IB) and SCM (OM) Modules, Workflows, BPEL

Project Description:
VMWare is a major player in Cloud based offerings ranging from the IaaS to their latest DaaS including the provision of
products and services to its customers. VMWare Inc. project handles the production support cases for all the customers
related to their SDP (Service Delivery Platform) and non-SDP requests like License Key management etc.

Role and Responsibilities:-

Role demands deep expertise in Oracle EBS Order Management, Service Contracts and Install Base modules to
support VMware Business Operations by managing project metrics and resolving the Production environment issues /
tickets pertaining to MyVMware & related Oracle Apps EBS applications along with handling work requests
(enhancements), along with excellent communication and interpersonal skills as its a Client and Business Users facing
role.

Additionally, I was instrumental in keeping the Business and Client Team Stake Holders well informed about the trend
of SDP Order Booking. Responsible for successful completion of O2C Lifecycle of SDP Order from Order Booking to
Closing and Service Contract generation, if any- as each step has to be completed well within expected SLA time, as any
loss in time at any step means a direct loss in Revenue.

Effective communication skills and techno-functional knowledge of the data-flow and integration mechanics of
custom application helps me to enhance the user experience by quickly responding to their application related queries
and thereby increasing the Client team Satisfaction Score resulting in more Business. I was instrumental in resolving
multiple applications related issues during Q1FY14 Quarter End in March-2014.
Chetna Tanwani Oracle Apps SCM-CRM Techno-Functional Consultant
3 | P a g e + 1 - 4 0 8 - 9 3 1 - 2 2 0 5
B. Onsite Module Lead for 2 modules for Cisco Services Q2O CSCC Project in a team size of 50 leading and
module size 3+4 members each for 1.8 Years (21 April 2012 - Jan 24 2014).

Technology used : Oracle PLSQL, Oracle Apps 11i CRM and SCM Modules

Project Description:
Cisco Services Q2O Applications project focuses on managing the service delivery life cycle including the creation and
submission of quote, ordering the quotes, service contracts creation, contract renewal management, viewing and
dispatching the invoices for the services bought to customers and partners of the Cisco Services Business.

Role Description:-

Having joined this project from initial stages of its lifecycle, I was expected to get in-depth techno-functional
understanding of this highly customized CSCC (Cisco Service Contract Center) Application to enable my offshore team to
deliver efficiently. This presented to me a challenging opportunity to work with multi-lingual and multi-cultural vendors
across the globe to understand the global business nature of client.
I was module lead for two initiatives

NGVS (Next Gen Validation System) It is most important, complex and critical application engine with most of the
Business Logic being moved from Database Layer (PLSQL) to Java Layer (Application Layer) for Application Performance
Improvement, leading to almost re-designing of the system. Multiple latest Oracle features like Oracle Queues,
Collections, batching mechanism for parallel processing of the data, global temporary tables, and views were
implemented. Also, Java Layer changes were made to implement new caching systems, XML requests and response
mechanisms to send and collect the data from various systems and backend, Lucene Indexing for quick filter searches,
etc.
I was a part of the Functional and technical team to implement a very critical NSD (Non Standard Deal)
automation functionality of NGVS, where processing of Multi-billion $ value quotes was automated with large number of
confidential business validations within various systems. This led to high amount of profit in the application sales within
very first quarter after its release and hence was highly appreciation by client.

LSS (Large Scale Services) Ordering This was a pilot project to implement the upgrade from Oracle 11i to R12 for
Ordering part of Quote to Contract Lifecycle for Brazil OU. It involved use of Oracle Advanced Queues, new interfacing
middle-tier system creation on the PLSQL side and creation of new concurrent programs and Oracle AQ/DQ mechanism
in Oracle Apps R12 side. Knowledge of SCM module - Order Management from Oracle Apps R12 was utilized to
implement this.

Tasks Undertaken:-

1. Export Compliance functionality improvisation and automation, by understanding exact requirement from
Business and documenting the functional and technical design changes needed in the custom CSCC (Cisco
Service Contract Centre) application, to enhance user experience by displaying correct information messages
stating the expected action to be performed to create a Valid Quote in case of any Export Compliance violation
of the quote data entered by the user.
2. Excellent communication skills helped me to be an important part of various Clients, Business and Solutions
team discussions for release scope implementation, in order to analyse and present the technical feasibility of
the solution proposed along with having a role to act as a bridge between offshore team, Biz and Solutions team
to state the understanding of expected business requirements for new release scopes through multiple onshore-
offshore connects.
3. There was a highly complex and Business critical requirement to automate the functionality of Deal ID or
Epromo coupons application for Multi-Million Dollar Non Standard Quotes created in CSCC Application. This
involved multiple teams to discuss new integration flows with respect to Pricing Engine (Accuprice),
Deal/Epromo validation Engines (MDM) and multiple small internal applications. I was an integral part of
functional and technical design team along with being lone developer for this requirement with 100% coding
done onshore. Production Deployment of this feature enhanced the booking of Non Standard Quotes by 20% in
first week of Go-Live and was featured in Cisco Newsletter as well with appreciation for our deliverable.
Chetna Tanwani Oracle Apps SCM-CRM Techno-Functional Consultant
4 | P a g e + 1 - 4 0 8 - 9 3 1 - 2 2 0 5
4. Considering my performance in the highly complex tasks, I was involved as a techo-functional resource for LSS
project of Cisco, being single point of contact for any CSCC-Ordering application related issues. LSS was an
Oracle Apps 11i to R12 upgrade project and my role was of impact analysis and incorporation of the Apps
Ordering changes to CSCC Ordering module. Highly successful project where we implemented Oracle AQ/DQ
mechanism in Quoting interface along with creation of multiple Concurrent Programs.
5. Participated in capacity planning discussions of bandwidth and resource utilization for multiple release
deliverable scopes, as we work on monthly and quarterly releases in parallel.
6. CSCC application being a conglomeration of multiple systems (Quoting, Pricing & Discounting, Ordering, Contract
& Invoice generation), keeping the system up & running meant ensuring smooth data flow within various
systems. So, was involved in multiple incidents of troubleshooting & fixing any kind of data or performance
related issues within various systems in different database instances to keep data consistent, accurate in
application & various reports at all times.
7. Authored and implemented a process for maintaining the Object List and KPs to be migrated in Production
during the time of Go-Live by maintaining approved versioning documentation 2 weeks before Go-Live.
Following the process, there was a significant improvement in production Go-Live deployment time, as clear
sequential documentation of all the objects with apt version numbers from repository tool, reduced object
redeployment instances manifold.
8. To review the technical design documentation and coding done by offshore developers to ensure all coding and
documenting best practices are followed for good process adherence score.
9. Post Go-Live, I am responsible for planning and ensuring timely Knowledge Transfer to Production Support and
Business Ops team to handover support of the application.
10. Was always a part of SWAT and Post-Production Support team to provide techno-functional support for my
deliverable and application related bug-fixes and incident resolution cases, till Application Normalisation is over
with Client and Business Sign-Off.

C. Revenue Report Analyst for WMS Gaming Project in a team size of 4 for 21 days (starting 27 March 2012).

Technology used : Oracle PLSQL, Oracle Apps 11i CRM (Service Contracts) and Finance (Account Receivables)

Project Description:

WMS Gaming based in Waukegan, Illinois is a manufacturer of Slot Machines, Video Lottery terminals and software to
help Casinos manage their gaming operations. We were involved in customization of the billing and invoicing modules
for WMS Gaming, taking into consideration various Business Rules of client.

Role and Responsibilities:-

1. Was responsible for gathering the requirements from Client for designing the layout and developing the logic for
population of the base tables containing the data to be populated in the Revenue Reports. Base data was to be
extracted from Account Receivables module of Oracle Apps along with the associated Service Contracts information, on
the basis of Business Validations required by clients.

2. Instrumental in functional and technical designing of the templates, along with supporting the QA team by testing the
end-to-end logic for populating custom tables.

3. The data from these custom tables was then used to populate Invoice templates and Client Reports in RTF format. So,
I used Oracle PLSQL for table data related development & XML Publisher to test data in various output report formats.

D. EMS (Entitlement Management System) project member for MyVMware Pull On ICE (Integrated
Customer Experience) Project in a team size of 5 for 8 months (Sep 2011Apr2012)

Technology used : Oracle PLSQL
: Oracle Apps 11i CRM modules (SC and IB), SCM module - Order Management

Chetna Tanwani Oracle Apps SCM-CRM Techno-Functional Consultant
5 | P a g e + 1 - 4 0 8 - 9 3 1 - 2 2 0 5
Project Description:

MyVMware project was an initiative to improvise the customer experience by providing various features of upgrading
or downgrading the product license key configurations, subscribe to view cloud service offerings, manage users, access
billing statements, and submit add-on requests for additional capacity, etc. through one unified platform called
MyVMware.

Role Description:-

Being a part of EMS team, my role in MyVMware Pull On ICE project was to gather the requirements from the Client
for IB related services and in implementing custom Business rules from scratch using knowledge of PLSQL, Oracle Apps
11i development for Service Contracts and Install Base CRM modules and Order Management SCM module.

Responsibilities:-

1. To author functional and technical design, development and testing of end-to-end scope of IB services for
MyVMware web-site, right from scratch, as per the Business requirement.
2. Involved in rigorous end-to-end application testing (Integration and UAT phase) and in bug fixing cycles for
ensuring end-to-end working of the application functionality; so had to work across Order Management, Service
Contracts and Install Base modules of Oracle Apps 11i to test the data flow and process integration.
3. Involved in run-time planning activity, to distribute the test scripts for test case execution, to entire team and
recording the results in-order to support QA team to fasten the testing activity for meeting deliverable
deadlines.
4. To author and execute various test scripts for various functionalities on various tabs of the MyVMware website,
as the website was developed from scratch during this project.
5. As an additional responsibility, I also undertook conceptualizing and organizing a couple of team building
activities to improve the Employee Satisfaction score of the project. The initiatives were well recognized and
applauded across all levels of senior management, as it improved the team spirit and performance in a visible
manner.

E. Application Analyst for EMC2 Project in a team size of 40 for 3 Years &10 months (July 2008 Sep 2011).

Technology used : Oracle PLSQL, Oracle Forms and Report 9i, SQL Loader
: Oracle Apps 11i CRM modules like Service Contracts, Install Base,
Field Services, Logistics, Support Center
Role : Production Support with Application Enhancements and Break-Fixes,
Incident/Ticket monitoring and Resolution, Project SLA management,
Project Metrics Reporting and Management
Project Description:

EMC being an Application Outsourcing Project for Accenture we mainly dealt with application maintenance of modules
like Service Contracts, Install Base, Logistics, Field Services & Support Center to provide 24X7 Support to EMC users
across the globe by handling the tickets raised by users in case any assistance is required by them. Also, continuous
improvement of the application is achieved by Enhancements and Change Management Requests. We also continuously
work on customizing the existing Oracle Application CRM Forms used by users to give better performance and enhanced
user experience in the existing Oracle Apps CRM Module.

Role Description:-

Being in a Production Support project for duration of more than 3 years for my team called CSI (Customer Service
Integration), I was fortunate to perform multiple roles like
Project SLA monitoring and Metrics Data management.
Performance tuning, impact analysis and end-to-end handling of client critical finance related EIM (Enterprise
Information Management) reports which were used by Business for estimating Revenue Opportunity amount,
Chetna Tanwani Oracle Apps SCM-CRM Techno-Functional Consultant
6 | P a g e + 1 - 4 0 8 - 9 3 1 - 2 2 0 5
Booking and Renewal Booking amount, Discount amounts provided to users on monthly, quarterly and annual
duration.
Involved in enhancements, break-fixes and incident resolution for Contracts, Field Services and Teleservices
modules of Oracle Apps CRM used in CSI.
Involved in core development, enhancements and bug-fixing of custom Oracle Apps 9i forms using Forms
builder and VNC Viewer.

Responsibilities:-

1. Managed Delivery Mode of Service Management requires highly competitive metrics reporting and I designed
SLA Metrics monitoring reporting framework that helped our team achieve
a. Measurable improvement in ticket Response and Resolution Metrics
b. Improved Process Non-Compliance Adherence Graphs
c. Quick turnaround to Business and Senior Management with any query on any ticket metrics by handling data
meticulously, this resulted in improvising CTSS & user satisfaction and achievement of CTSS = 7/7 for 3 years.
2. Reporting framework included reports like
a. Daily SLA Health Tracker Report for all the ticket owners to keep a check on SLAs.
b. Weekly and Monthly Status Report for Senior Management to see SLA Trends and areas of improvements.
c. Quarterly Business Review Deck to be presented to Client indicating the improvements in the KPI metrics
and Response and Resolution SLA Trends for analysing Quarterly performance trend of the team.
3. Reduced report graphs generation time by 75% with implementation of VB macros and v-lookups in excel tool
that was used for SLA data mapping, and it won me multiple appreciations at Sr. Mgmt level.
4. Imparted the process and report building knowledge to the team and the new joiners to enhance the system
dependency on processes rather than people.
5. Scaled up my level to a Techno-functional expert for 6 extremely client critical revenue related PLSQL reports
namely- Bookings, Renewal Bookings, Opportunity, Revenue Opportunity, Discount and Scheduled Revenue
Report. Worked with users to understand their demands and new validation requests and then incorporated
them in the Reports functionality.
6. The reports were a part of EIM (Enterprise Information Management) module and I was responsible for
handling entire SDLC for these reports authoring Functional Spec Doc(MD 50), Technical Spec Doc(MD70),
Development, Testing, Production Deployment, Support, Performance Tuning, Quarterly Reporting Environment
Rebuild & related process documentation for 1.5 years
7. Involved in constant performance tuning of PLSQL logic with the help of DBA to handle ever increasing and
changing data-load. Use of table indexes, hints and analyzing index was common.
8. Well appreciated 85% Improvisation in Report Rebuilding activity by automating Quarterly EIM Shareplex
Report Environment Rebuilding activities. Initially drop and sequential recreation of complete set of objects
was utilized after each DB refresh, I replaced it with a single execution of a Master Script using execute
immediate functionality of Oracle PLSQL 10g via a script using DB Link, as opposed to creating each object
manually. This resulted in reduction of manual intervention and activity time reduced from 1 week to 4-6 hours.
9. Also, I was involved in Business Requirement Gathering and Development for a major initiative for designing
new format of RQF (Requisition Quote Form) templates in 7 International languages for the client in XLS (PDF)
and RTF (Word) formats. It involved use of XML Publisher extensively.
10. As a part of Incident Resolution team, hold a record to bring the incident number for FS module down to Zero
for the first time in project history and for 3 times.
11. Automated the process of adding the values to the LOVs in Oracle Field Services Forms by integrating the data
in Excel with Oracle database tables using SQL Loader utility of Oracle along with PLSQL procedure; it resulted in
freeing up of 85% bandwidth for this recurring Biz requirement and I was nominated for Yellow Belt Project
Award of Sigma Six processes implementation from all projects in CMT engagement for that quarter.
12. Implemented Oracle Apps Forms 9i customisation for the SR (Service Request) form used by Field Services
users for incident reporting. Requirement was to add a new SR Type in the SR form, so we had to carry out
application level impact analysis for this new change and make the changes accordingly.
13. Published a White Paper called Oracle Table Locks A Database Consistency and Concurrency Measure of
Oracle in Accenture Asset Library.