Jeffrey Hedgepeth is a seasoned IT consultant and Siebel specialist with over 15 years of experience managing complex CRM implementations. He has extensive experience leading both onshore and offshore teams in designing, developing, and integrating Siebel applications. Currently, he works as a senior solutions architect providing strategic consulting services and leading CRM projects for various clients.

1. Jeffrey E. Hedgepeth
Ridge Manor, FL 33523 (352) 442-4307‖
jeffteri@tampabay.rr.com LinkedIn: Jeffrey E. Hedgepeth‖
Senior Solutions Architect
IT Consulting Services || System Analysis || CRM Development || Oracle Cloud Applications || CRM Solution
Architecture
Seasoned IT Consultant and Siebel Specialist with more than 15 years of demonstrated management experience in the
information technology and services industry. Proven success in overseeing complex implementation lifecycles for several
large corporations. Adept at assessing business methods and objectives and successfully resolving challenging issues. Well-
versed in leading both onshore and offshore teams to deliver superior results and achieve key business goals. Experienced in
all aspects of CRM design and development, and required integration with all types of internal and external systems.
Accomplished Technical Lead for cross-functional team charged with design and development of Siebel ver. 5.5 - 8.1 Call
Centers and Siebel Marketing Enterprise applications. Performing Siebel Upgrades, including Open UI. Determining system
architectural requirements. Siebel application development, troubleshooting, and performance tuning. Experienced in
numerous complete life cycles; from business objectives and requirements gathering to production support. Completed
training on Oracle Sale and Service Cloud applications.
CORE COMPETENCIES
Siebel Application Development || Siebel OpenUI Upgrade || System Analysis & Integration || CTI Configuration || Genesys G+
Driver || Siebel SmartScripts || Siebel Tools & Administration || Quality Center || Workflow Management || Cross-Functional Team
Leadership || Siebel Server Setup & Configuration || Toad || Teradata || WinSCP || OpenUI || XML || EAI || Visual Basic || Siebel
eScript || CSS || Web Templates || .NET || XML || IBM MQ Series (Websphere) || Citrix (XenApp, EdgeSight) || Oracle, IBM DB2,
SQLServer, & AS400 Databases
PROFESSIONAL EXPERIENCE
CAPGEMINI, INC., Atlanta, GA 11/2010 06/2015‒
Manager, Senior Solution Architect
Earned reputation as trusted advisor to key clients. Consulted on tech-based initiatives and strategic decisions including
personnel management, reorganizations, system analysis, and best practices. Leveraged both existing and new technologies to
achieve solutions for integrating existing systems with CRM systems and deliver enterprise-wide CRM software packages. Led
high-profile projects with key clients including SourceAmerica, PPD, Royal Caribbean Cruise Lines, Lowes, and Mylan
Pharmaceuticals.
• Selected to provide thought leadership and spearheaded onshore team at SourceAmerica to develop and implement
Siebel upgrade to Siebel Open UI for both Sales and eChannel (Customer Portal) applications, as well as custom
integrations with external systems, BI Publisher report development. Served as subject expert in employee opinions
and current market trends.
• Performed Unicode compatibility assessment at Royal Caribbean Cruise Lines across RCCL enterprise platform to
determine level of effort for supporting integration with legacy application in China. Developed Web Services for
Siebel eService application to integrate with company’s UCM system.
• As Integration Lead, Customized Siebel eSales application at Lowes Corporation. Managed both onshore and offshore teams.
Effort included gathering requirements, designing, developing, and testing integration with multiple internal and external
systems. Architectures included MQ Series, HTTP (URL), Web Services, EIM, and integration with Avaya for Siebel CTI.
• Worked as Configuration Lead at PPD; liaised with business stakeholders to gather pertinent project requirements,
and managed offshore team to design and develop Siebel ePharma (8.0) application.
• Prepared proposal, statement of work, and timeline at Mylan Pharmaceuticals for implementing Siebel CTI and Fax
Server solution. Managed and developed overall transition for client from solution implementation to application
management and support.
HOME SHOPPING NETWORK, St. Petersburg, FL 05/2004 10/2010‒
Senior Software Engineer II
Led team of information technology engineers and technicians to process requirements gathering for new
implementations and streamline configuration of all Siebel objects, components, custom business services, applets, and
scripting (browser/server) using Siebel Tools. Collaborated with directors on application enhancements and coordinated
solution development and deployment to overcome complex business requirements: disaster recovery and design,
implement, execute, and test procedures for offsite recovery of CRM systems for Sales and Service applications.

2. Continued…
Jeffrey E. Hedgepeth (352) 442-4307 jeffteri@tampabay.rr.com‖ ‖ 2/2
• Created and prioritized business requirements with 2 separate CRM versions of software running simultaneously,
utilizing 2 different Oracle databases, and established real-time sync of data. Designed and developed integration
solutions with other systems using XML/MQ Series, .NET.
• Performed several roles including lead development for Siebel 8.02 upgrade implementation, which included
complete conversion of 500K lines of code from VB script to eScript, CTI setup for Genesys 7.5 using Genesys G+
Adapter, using an Oracle 10g database platform, as well as retrofitting new Siebel 8.02 schema, adding custom tables,
business components and objects to meet HSN requirements.
• Served as Technical Team Lead for entire lifecycle of Siebel Call Center sales and service implementations (500+
seats), including development for real-time integration with IVR system, web application, RETEK, PeopleSoft. Oversaw
current and new requirements, Tier 1, 2, & 3 production support, as well as disaster recovery procedures.
• Determined timelines and staffing for new projects. Performed Technical Interviews for new hires.
CONSULTING EXPERIENCE
ECOMMQUEST (SIEBEL PARTNERS), Alpharetta, GA 09/1999 05/2004‒
Siebel System Architect & Lead Developer
Directed staff of Siebel architects and ensured common architecture decisions were implemented consistently across
business and IT environments in support of business and IT strategy. Leveraged exceptional subject matter expertise in
translating business requirements into top-notch CRM applications, including determining and implementing best
integration solutions to existing systems and data.
• Oversaw 4 complete implementations of Siebel enterprise applications for several corporations including Home
Shopping Network, Carnival Cruise Lines, Envoy Corp., and Town Services; included 3 Siebel Call Center applications,
and single Siebel sales/marketing application, utilizing both Oracle & MSSQL 7.0 database platforms.
• Resolved performance and database sizing issue which occurred due to existing process that stored ~15M customer and
account addresses records for physical address, ship to address, and bill to address all as separate records in the database,
even though most were the same. Created process to dedupe records, and relink appropriate records to single address
record. Resulted in increased database (and application) performance by ~25%, and reduced database size by ~25%.
• Performed business analysis, hardware design and configuration, scope requirements, and gap analysis for new
implementations. Oversaw and shared in design, schema analysis, development and configuration of Siebel Enterprise
applications using Siebel Tools, Siebel VB, and Siebel eScript (JavaScript).
• Setup/Configuration of Siebel servers, clients, and tools. Configuration of Workflow and Assignment Manager,
Upgrade Manager, State Model, Repeating Components and backup/recovery procedures.
Previous Experience: LEXISNEXIS / DATABASE TECHNOLOGIES, INC., Boca Raton, FL, Siebel Technical Manager;
CHOICEPOINT, INC. / DATABASE TECHNOLOGIES, INC., Boca Raton, FL, Team Leader
EDUCATION / PROFESSIONAL TRAINING / MILITARY
SIEBEL TECHNICAL COLLEGE, Boston, MA
Siebel Development Tools, Siebel Visual Basic
ORACLE TRAINING
Oracle Service Cloud, Oracle Sales Cloud, Oracle Fusion 11g
CAPGEMINI TRAINING COURSES
Engagement Manager Certified, Saleforce.com
PIPER COLLEGE, Fort Lauderdale, FL
Visual Basic 5.0, and Visual Basic Advanced
ROBESON COUNTY COLLEGE, Lumberton, NC
Business Administration Coursework
U.S. NAVY, 1976-1978 (Honorable Discharge)

3. Sonar Technician E-4; Sonar A School, San Diego, CA; Electronic School, San Diego, CA