• 12 years of experience in Information and Technology industry.
• Led projects using waterfall methodology and Agile/Scrum methodology.
• Determined project needs and business resources required to execute CRM projects.
• Worked closely with PMO to determine scope of the project.
• Worked with client executive project sponsors to clarify and define strategy objectives, scope and CRM business requirements.
• Experienced in project management activities like Feasibility Study, Project estimation exercises, preparing project management plans, project schedules, status reports and tracking/monitoring the progress of the project until implementation.
• Managed project scope, driven resolution and kept project on schedule.
• Developed and tracked project action items and issues. Documented all necessary items as needed.
• Identify and communicate risks and responses to mitigate project risk.
• Responsible for the coordination and creation of project documentation and project processes.
• Led project release management activities for complex integration projects.
• Work with CRM client team to develop appropriate development and testing plans to ensure user acceptance, data quality, and system integrity.
• Review and Approval of the Quality Assurance activity, strategy, approach, and plans with leads.
• Review of Quality Assurance testing results and defects to determine/assess impact to overall project plan and implementation schedule.
• Provide formal sign-off on each phase of project/product release.
• 6 years of experience in leading CRM projects.
• 6 years of experience working in Telecom and CTI domain.
• 6 years of experience working in banking and financial solution industry.
• 2 years of experience in DBA activities
• As part of various assignments have been involved in business analysis, requirements gathering, design, quality assurance and testing and implementation, which enables to effectively manage and complete projects on-schedule
• Experienced in Customer Relationship Management concepts and tools like Salesforce Dot Com SFDC
• Worked as a CRM business analyst and administrator.
• Experienced in handling onsite and offsite model and worked with international distributors.
• Experienced in working with various Microsoft tools like MS Projects, MS Word, MS Excel, MS PowerPoint, MS Visio
• Excellent verbal and written communication skills
• Remarkable decision making, problem solving and analytical skills
• Committed to continuous improvement and quality standards
• Worked with fortune500 companies like Citi Bank, Bank of America, Aviva Insurance and other third party vendors

• CRM Solutions Salesforce.com - Service Cloud and Sales Cloud Pivotal Nimbus CRM System
• Genesys Call Center platform GVP, IVR, IRD
• Managements Tools Sharkpro, SharePoint, Cherwell, AxoSoft-OnTime, HPQC-ALM, Kanban
• Reports CCPulse, SSRS reports, CVT Wall-Board View, WFM, Infomart, Interactive Insight
• Knowledge in Web application, Mobile applications and ERP.
• Servers BizTalk Server 2010, SIP Server, Multi-Media Server, Physical Servers, Virtual Machines, Sandbox, SQL Server, MS TFS Team Foundation Server
• MS Office 2010 MS Projects, Word, Visio, Excel, PowerPoint, MS Access
• Languages - .Net, ASP.Net, Cold Fusion, Flex, Python, CSS, HTML, HTTP, HTTPS

Title: CRM Project Manager

• Technologies used: Salesforce.com Service Cloud and Sales Cloud BizTalk Server and MDMTemp Integration Genesys Solutions Platform CTI
• Description of the current project: Salesforce Service Cloud Implementation project will help Esri's complex enterprise application landscape involving multiple products serving various applications with integration of CTI. Support Services Esri Call Center Division will use Salesforce CRM solution replacing the current Pivotal Nimbus CRM system to handle customer issues on daily basis and many other related tasks.

Duties and Responsibilities

• Led and managed CTI and Salesforce project from initiation to implementation.
• Worked closely with appropriate customers/stake holder to identify and coordinate new CRM system developments and/or enhancements which help Esri Support Services.
• Worked with appropriate customers/stake holders to develop project scope of work documents and project plans that include an analysis of benefit, cost, work schedule and any related risks for the SSCI Project.
• Experienced in SOA and Web Services including SOAP and related XML technologies. Implemented Oracle Portal and good exposure with Oracle Application Server administration.
• Orchestrated CRM / ERP project including initial needs analysis, project charter, vendor selection, contract negotiation, planning, resourcing, implementation and change management through Go-Live of CMiC software solution Confidential.
• Assigns, schedules, trains, reviews, and monitors project work to ensure that progress is within expected guidelines and is completed on time and within budget.
• Managed Computer Telephony Integration CTI projects using Genesys Solution Platform integrated with Avaya communication manager.
• Conducted JAD sessions with Esri operations/stake holders and support team to determine requirements for Esri Software Support Technical call center operations.
• Managed Genesys Softphone, custom Email and Email applications, and responsible for integration with CRM solutions and manage licensing and managed call center operation domestic and international 24X7
• Worked closely with tech architect team and server team on database administration activities includes installing, upgrading, storage allocation, backup and monitoring and control.
• Provided leadership and expertise to define solutions architecture for innovative software applications both on the service and application layers.
• Worked with project managers and technical teams in a cross-functional environment, to implement quality products that meet the business goals.
• Mentors and provides expertise to other project team members.
• Led technical development teams and review deliverables including technical requirement documentation TRD , coding best practices and building soft phones which connect all three media types phone/email/chat for support services.
• Worked with appropriate customers to identify the roles of project team members, project reporting structures and frequency of interaction and any training requirements that may be needed for a team member to complete an IT project.
• Defines the responsibilities of parties involved in the project including customers, management, IT management, project team, vendors and others affected by the project.
• Monitored and reviewed Salesforce administration activities like object creations, workflow rules and approval process, Security settings.
• Managed/Worked closely with QA/testing team and development team for any custom code changes.
• Effectively communicated project status to the senior management on a regular basis.
• Partnered with the business to ensure their expectations are met and managed.
• Identifies, tracks, monitors and communicates project-related issues, scope changes, variances and contingencies that may arise during the implementation of IT projects. Facilitates amicable solutions with the appropriate customer s .
• Kept up-to date on latest technology solutions to generate innovative ideas to solve business challenges.

Title: Project Manager/Delivery Manager

• Led and managed Citi Bank card services integration management system.
• Worked with Citi's business partners like Sears, Kmart, Home Depot, Oil companies like Philips66, Conoco, etc.,
• Led release management activities and integration tasks based on business process, requirements and security.
• Development and oversight of all project documentation and management processes related to ERP system implementation and change management.
• Oracle SOA suite, Oracle Fusion middleware, Oracle BPEL, Oracle EBS, XML and Web Services.
• Led a strong offsite India team and Onsite USA team in delivering quality products.
• Worked with business leads and stakeholders for Product improvements and technology enhancements.
• Led business analysis team to design and implement Citi Cards plastic and statements generation in POS
• Responsible of delivering the product developed, tested, verified and deployed as per the project plan.
• Responsible for scheduling meetings with Clients, Business Partners and team to enhance project related activities.

Confidential

Title: Business Analyst Lead/Quality Assurance

• Led development team to enforce banking database standards, guidelines and operational policies and procedures for installation and upgrades for Checking and Savings account.
• Develop Business Requirement Documents, Workflow chats and Functional requirement documents.
• Review and update business requirements for physical DB structures, assist in developing purge/archive, criteria and procedures for historical application data and testing.
• Review performance, maintenance and utilities associated with each structure i.e., REORGS, LOAD, UNLOADS
• Review necessary storage media in each environment DEV, STG, PRD
• Review SQL performance and Tuning
• Reviewing and design application's access to the database structures. Review backup recovery strategies
• Create instances and databases with appropriate initialization parameters and database structures i.e., data files, rollback segments, table spaces, etc.
• Monitoring database/subsystem performance issues with server team and review Migration Plans

Title: Developer Confidential

• Developed reports for Home and Auto Insurance
• Handled deployment process in Dev, QA and PRD.

WORK Experience