Manager Customer Service

Abhay S. Bisen

**** ********** *****, *** ****, CA 95132

Home Phone: 408-***-****

Cell Phone: 408-***-****

Email: *******@*****.***

Objective: A challenging position as Director of IT to implement critical business applications, provide technical direction and support

overall success of the IT organization.

Executive Summary: Over 8 years experience in IT management leading global IT teams and 20 years experience in developing and

maintaining ERP, Data Warehouse, and other homegrown applications. I have extensive working experience on different platforms and

technologies. I am a strategic thinker and hands-on manager with excellent communications and interpersonal skills.

Education and Training:

Masters in Mathematics at Bundelkhand University, Jhansi, India 1991

Bachelors in Science at Barkatullah University, Bhopal, India 1988

Diplomas and Advanced Training:

Course in Java Programming at Ohlone College, Fremont 1998

Courses in Object Oriented Programming and C++ at UCSC Extension, Santa Clara 1996-97

Programming Diploma in Unix & C at C-Set, New Delhi, India 1993

Post Graduate Diploma in Computer Science at Eniac Softwares Pvt. Ltd., Hyderabad, India 1989

Software Skills:

Operating Systems: Sun Solaris, RHEL 3.0 AS, HP UNIX and Windows NT/2000/2003

Databases: Oracle, SQL Server 2000, 2005

Applications: Microsoft SharePoint Collaboration Suite, Oracle Financial 11i, Great Plains ERP, Salesforce

Tools: Discoverer, Oracle reports EDI, Business Objects, Crystal Reports, Informatica Power Mart 4.5

Professional Experience:

ResponseLINK, Mt. View, CA, USA 08/10 to current

Director of IT

• Managing Global IT department, budget, resources and technology. Setup Annual IT Roadmap

• Setting up IT Policy and Procedures to comply with HIPAA and other governmental compliance.

• Managing all IT portfolios. Providing technical leadership and direction to the team.

• Managed the upgrade of ERP system to latest version including all supporting application.

• Managed the setup of a new office.

• Setting up plans to create a DRP site for Business Continuity. Also setting up plans to virtualize servers to reduce cost.

Pega System/Chordiant Software Inc, Cupertino, CA, USA 11/05 to 07/10

IT Director, Application Services 8/08 to 7/10

IT Manager, Application Services 1/06 to 8/08

Consultant 11/05 to 12/05

• Jointly managed worldwide IT department budget, resources and technology. Defined team goals and mentored team

members on professional and technical development.

• Directed team activities to maintain and develop worldwide enterprise IT applications.

• Provided technical leadership and guidance to the team in successfully upgrading all applications to current vendor versions

in order to keep support current and ensuring none of the business critical applications are EOL.

• Managed IT Application Services Portfolio.

• Reviewed contractual agreements, and managed professional service engagements for all IT Applications.

• Responsible for overseeing IT SOX execution and business application compliance. Successfully completed 5 years of SOX

controls without any deficiencies in IT processes.

• Led DRP for Business Continuity projects.

• Implemented and managed the development of in-house Business Process Forms site on SharePoint with built in Workflow to

properly route forms for approvals.

• Successfully implemented new Requisition System, T&E Application, SOD Tool for Financial Application, and Check Fraud

Detection System by collaborating with key business leaders, user groups, vendors and IT administrators based on SDLC

methodology.

• Collaborated with Professional Services in building the SharePoint site for Professional Services group.

Infoblox, Sunnyvale, CA, USA 03/05 to 11/05

Business Analyst/ Oracle DBA

• Implemented Oracle Financial 11i. Documented the installation process of the Oracle ERP Application including iSupport.

• Gathered information regarding various interfaces to other applications and provided technical guidance to developers for

building the interfaces.

• Architected the servers for implementation and writing procedures for backup.

• Collaborated with key business units to document business requirements and built Universes in Oracle Discoverer for

management reports. Customized Oracle reports as per company’s requirements.

• Documented and set up order fulfillment process, user creation and user responsibilities as per company’s requirements.

Authored and deployed the desktop procedure for the business users.

• Partnered with internal auditors in documenting processes and implementing SOX controls to remediate internal deficiencies.

.

Digital Networks North America Inc., Santa Clara, CA, USA, 04/03 to 0305

A Division of D&M Holdings North America

Systems Operations Manager

• Responsible for overseeing all the corporate servers, backups, restores and mail servers, Desktops, Laptops, Printers and

other IT Equipments and supported local users as well as remote users.

• Set up individual team member goals, timelines and mentor team member on professional development and technical

knowledge acquisition

• Direct contractors, vendors, review contractual agreements, and manage professional service engagements for all IT Systems

Operations projects.

• Collaborated with accounting team during all financial close and all ERP application related projects.

• Led the team in getting approved for VISA card certification for secure network environment.

• Managed the team which built and maintained interfaces from various applications to ERP system. Applications include EDI,

UPS, E-store, Data warehouse, Excel files from third parties and contract manufacturer system. Collaborated with both

internal users and vendors as required.

• Oversaw the implementation of an auto-fulfillment process which helped internal users in fulfilling large number of E-store

orders within minutes.

• Provided technical lead in designing and developing Data Warehouse for Financial and Sales reporting using Crystal Reports.

• Responsible for providing support to engineering team on Agile Application and Customer Service team on Silknet CRM.

• Implemented and managed EDI application on all sister companies under D&M Holdings. Built interfaces to JD Edwards

ERP system running on AS400.

• Designed Warehouse Shipping labels and maintained it per customer’s requirements.

SONIC blue Inc./ReplayTV Inc., Santa Clara, CA, USA 09/00 to 4/03

Sr. Oracle Developer/Application DBA

• Responsible for installing and managing Great Plains ERP system on different servers. The application ran in a Citrix

environment, allowing users to login from any system. Maintained Tax updates in the ERP system on a monthly basis.

• Led technical team in successfully migrating ERP system from Oracle Financials to Great Plains.

• Provided support to engineering team on Agile Application. Successfully consolidated different versions of Agile to newer

version at a central location thereby enabling team to retire old servers

• Worked as an application DBA and promoted new codes to production, setup and maintained users in Oracle Application.

Supported all functional users group on Oracle Application including EDI.

• Designed, Developed and managed Data Warehouse for company-wide Booking, Billing and Backlog reporting.

• Led a team in designing a Data Warehouse to collect the data for engineering. Daily data receipts were approximately 700 to

900 MB in flat files.

Exclaim Technologies, San Jose, CA, USA 11/99 to 08/00

Sr. Oracle Developer

• Took leadership role in designing documents used to collect data from the customers and discussions with the customers.

• Provided technical leadership in designing a database to store the data collected from different sources which were then

displayed on an external website. Wrote shell scripts to automate different processes.

• Performed database maintenance (export and import of data files, create user, grant privileges etc.)

Lucent Technologies, Milpitas, CA, USA 05/98 to 11/99

IS Analyst IV

• Developed various concurrent programs, alerts for Oracle apps using PL/SQL.

• Developed and maintained booking and revenue related reports and databases for Executive staff. Most of the codes were

written in PL/SQL. Reports were sent automatically through the Unix mail utility.

• Developed and maintained new data warehouse for B&R and Forecast using Informatica as the extraction tool. The data

collection time was decreased from 8-9 hours to 30-45 minutes.

• Supported Order Entry and Finance group in Oracle apps 10.7 and other home grown databases.

Iomega Corporation, Milpitas, CA, USA 11/97 to 05/98

Sr. Programmer

• Developed data collection system used to collect failure analysis data for the warranty returns of the new products at Milpitas

site.

• Worked as a member of the Corporate Quality Council Team collecting accurate quality data worldwide and providing the

necessary information to the corporate executive staff to reduce the cost of warranty returns and improve the quality of the

products.

Sequel, Santa Clara, CA, USA 3/96 to 11/97

Sr. Programmer/Analyst

• Developed and maintained data collection system used for hard disk and notebook repair business.

• Developed various user defined reports using C, C-Scape, Awk, Dataflex, Sybase and Informix.

• Developed interface to the shipping system for traffic including the connectivity to various carriers using APSS tool.

• Analyzed, designed and developed new order entry, inventory and accounts receivable packages for the marketing for new

businesses.

• Led an IT team to port and implement the process in UK and Asian sites.

• Maintained different versions of software for different sites using Revision Control System (RCS).

Brain Computers, Gwalior (M.P.), India 07/91 to 11/95

• Developed (Requirement Design, Coded, Tested and Documented) various Inventory and Accounts packages for different

Financial Corporations and Universities using C and FoxPro.

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