SUMMARY:

• 14+ years of CRM Experience and worked as SFDC Service cloud, SFDC Wave Analytics, SFDC Sales, AWS Marketplace, Live Agent, Knowledge Base, Siebel CRM in various Siebel versions - 8.0/7.8/7.7/7.5.3, Oracle CRM On Demand version 19/20/21/22/23, Oracle disconnected Mobile Sales, AWS Marketplace.
• Worked at multiple client roles and responsibilities with current Employer Confidential globally since 2006.
• Extensive experience in SFDC, Siebel CRM version 8.0, 7.8, 7.7, 7.5 and Oracle On Demand 19/20/21/22/23 .
• Application Development Manager with proven track record developing, implementing and reengineering business requirements into different platform to meet the business needs.
• Project manager for managing Salesforce Sales implementation for Sales, Enablement, Learning and Product licensing team.
• Project Manager for managing Case Management portfolio from onshore having SFDC and multiple Java based applications integrated to it.
• Managed Case management portfolio having Service Cloud, Live Agent, Email2Case, Knowledge Base, Wave and Community for TAC and WebEx support user community.
• Functional Expertise in different areas like Sales Force Automation, Case Management, Call Center, Service and Sales.
• 9+ years Experienced in Requirement gathering, Solution, Design and building prototype, Development, Integrations, Testing and Support.
• 7+ years of experience in estimation and managing team in Onsite offshore model across development, testing, migration and deployment.
• 9+ years of experience in requirement gathering, solution planning, collaboration with business users, vendor and other stake holders across multiple geographical location (Barcelona (Spain), Macclesfield (UK), Basingstoke (UK), Wilmington (USA), San Jose (USA)) and San Francisco (USA).
• Managed global deployment of multilingual multi-organizational Pharma - SFA CRM solution including Europe, APAC, EMEA and LATAM markets using Siebel CRM and Oracle On Demand.
• Decision making ability to establish priorities, credibility, and balance with the organization's competing priorities involving multitasking and the ability to manage & plan work.
• Managed projects using SDLC & Agile methodology including Scope Management, Schedule Management, Stakeholder Management, Cost Management, Issues & Risk Management, Resource & Vendor management and Change management.
• 6+ years of working experience with Agile methodology, Scrum techniques and Test Driven Development.
• Proficient using change management tools JIRA, Confluence, Google docs, Rally, Smart sheet, Rational Tool Concert, Mercury Quality Center.
• Green Card Status valid till 2025.

AREAS OF EXPERTISE:

• Service Cloud
• Sales Cloud
• Administration, Configuration, Customization, Integration
• Security setting
• Live Agent
• Wave
• Chatter, Chatter Answer
• Knowledge Base
• SSO, oAuth
• Email2Case
• Communities
• Event monitoring

TECHNICAL SKILLS:

Primary skill: SFDC Service Cloud, SFDC Sales Cloud, SFDC FF, SIEBEL, Oracle On Demand CRM, Oracle disconnected Mobile Sales (iPAD solution)

Databases: Oracle 9i, Oracle 10 g, Oracle 11g, MS SQL

Hardware / Platform: Windows 98/XP/2000/VISTA/WIN 7

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco

Biz Apps Application Development Manager/Salesforce Solution Architect

Responsibilities:

• Integrate Callidus Enablement and Coaching with Salesforce.
• SSO set up using OKTA as IDP.
• Coordinate with vendor (Callidus and SFDC).
• Enabled content for Sales team in SFDC while integrating it with Callidus Enablement and coaching solution.
• Enabled SFDC platform to support partner and customer to buy/sell apps developed based on Confidential platform. This is using SFDC platform for licensing and monetization. It has Mulesoft having end point APIs exposed to partners for consumption.
• Integrating Confidential with AWS Marketplace to allow buyer purchase Confidential product from AWS Marketplace.
• Worked on SFDC and JIRA integration to share data exchange between Case object and JIR bugs.
• Worked on SFDC and ServiceNow integration with SFDC Case and ServiceNow Incident, Enhancement, Defect, Epic, Story, Project, Budget, Task.

Environment: SFDC, AWS Marketplace, Mulesoft, JIRA and Callidus.

Confidential, San Jose

xRM (Case Management) Project Manager

Responsibilities:

• Manage team at onshore and offshore.
• Build relationship with Client team, Biz, IT and Service Managers/Leads.
• Define user stories, prioritize backlog and execute sprints.
• Perform Sprint review, Sprint retrospective and assist in product backlog.
• Prepare operating manuals in each area and build knowledge repository which could be reused.
• Project planning and project management using Agile methodology.
• Provide cost estimate for change in existing project support and new application support.
• Participate in biz meeting to discuss the areas creating service disruption.
• Collaborate with the IT team for the release handover.
• Plan and participate in the monthly and Quarterly release.
• Perform incident analysis and identify ways to incident reduction.
• Coordinate with vendor on issues/feature which has major impact in the service continuation and follow with them for the fix.
• Identify issues in the application injected during the development and raise a pfm/itrack in JIRA with complete RCA.
• Align process and standardization in terms of communication between different shores/IT/Biz and the client team.
• Assess new application for the support readiness and prepare plan for the support transition.
• Review existing process and identify areas of improvement to fix the issues related to it.

Environment: SFDC/Java Applications

Confidential, Wilmington

Project Manager

Responsibilities:

• Project planning and project management using Agile methodology.
• Freeze requirements by participating in client discussions and feasibility analysis from technical point of View.
• Conduct Conference Room pilot and seek feedback from stakeholders.
• Identify GAP between the tool and the business requirement and in corporate them in product road map
• Review the beta version of tool and share feedback.
• Provide multiple solutions for the business requirement along with their pros and cons allowing business in decision making.
• Seek requirement clarification, map them into Design document and follow design approval.
• Worked on Design, Development, Unit Testing and Peer Review.
• Data preparation from multiple legacy system to the new Oracle On Demand solution.
• Application localization.
• Manage the System test and fix phase.
• Manage the UAT client team.
• Production deployment and data migration.
• Prepare user documentation and training documentation along with training team.
• User set up and go-live support.

Environment: Oracle On Demand & Oracle Disconnected Mobile Sales

Confidential

Project Manager

Responsibilities:

• Create and manage project plans, monitor and review project progress and timelines.
• Manage project traceability, highlight risk/issues and identify mitigation plan.
• Freeze the requirements by participating in client discussions and feasibility analysis from technical point of View.
• Given SME support for the development team to resolve Configuration and Performance issues.
• Extensively Worked on Siebel config, upgrade and Siebel BI Publisher integration set up.
• Worked on Design, Development, Unit Testing and Peer Review.
• Conversion of BIP report into multiple languages.
• Seek requirement clarification, map them into Design document and follow design approval.
• Conducted Conference Room Pilot for the build.
• Manage the System test and fix phase.
• Manage the UAT client team.

Environment: Siebel 8.0.0.11

Confidential

Siebel Development Lead/Project Manager

Responsibilities:

• Freezing the requirements by participating in client discussions and feasibility analysis from technical point of View.
• Project planning and project management.
• Extensively Worked on Siebel configuration and personalization.
• Worked on Design, Development, Unit Testing and Peer Review.
• Implementation of the application into multiple languages.
• Seek requirement clarification, map them into Design document and follow design approval.
• Conducted Conference Room Pilot for the build.
• Manage the System test and fix phase.
• Manage the UAT client team.
• Production deployment and data migration.
• User set up and go-live support.

Environment: Siebel 7.7

Confidential

Senior Software Engineer

Responsibilities:

• Leading the integration and product testing to ensure the interface is working as per design.
• Test approach and test planning.
• Test creation and updation.
• Defect identification and prioritization.
• Execute the integration scenario which invokes the workflow. This requires looking at the data mapper, workflow, integration objects, EAI Siebel Adapter, different transport mechanism and EAI dispatch service skills

Environment: Siebel 7.7/7.8/8.0

Confidential

QA Engineer

Responsibilities:

• Worked on automating test scripts using Quick Test Pro.
• Created and updated test scripts.
• Install Siebel environment using different combination of database and operating system.
• Worked along with the engineering team to validate core functionalities like File System, EIM components, EAI, Workflow and Object Manager.
• Simulated environments as per the defects raised by the end user validate the issue and fix provided by the engineering team and provide sign off.
• Work on the Application Deployment Manager framework along with the engineering team.

Environment: Siebel 7.7/7.8/8.0

Confidential

GPRS Stack Developer

Responsibilities:

• Worked on CODEC layer as a developer.

Environment: GPRS Technology