Customer Service Manager

Garg,

Sanjeev

EMPLOYMENT OBJECTIVE: Vice

President of Information Technology, CIO, CTO

ADDRESS: **** ********

Terrace, Apt 1412, Bethesda, MD 20817

CONTACT: 301-***-**** (Home);

301-***-**** (Work); *******@*****.***

(e-mail)

STATUS: Born Nov 30, 1969, India (US permanent

resident), married.

EDUCATION:

Graduated from The American University, Washington DC,

1992, with a Master of Science degree in Computer Science and Applications.

Graduated from WIT, India, 1990, with a Bachelor of

Engineering in Computer Engineering

KEY QUALIFICATIONS:

Senior IT management Experience: Have

successfully managed both small and large teams (up to 50 employees and

contractors) of software engineers and IT professionals in the development of

mission critical applications and IT systems. Have implemented and

institutionalized process disciplines such as project planning, tracking and

oversight, software configuration management, and peer reviews to ensure

timely, high quality systems delivery. Have successfully met accelerated

project schedules within fiscal constraints.

Fiscal Responsibility: Have managed yearly

operation budgets for upto $4MM. Managed Team building, IPO, mergers,

acquisitions and downsizing organizations. Negotiated deep discounts (50-60%)

with suppliers through competitive "run-offs".

Technical Leadership: Have provided

architectural leadership in all positions, standardizing tools and techniques

for disciplines as diverse as object modeling and design, high-availability

server clustering and enterprise application integration.

PROFESSIONAL HIGHLIGHTS:

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Implemented unified customer view, across MERANT s enterprise

applications, using EAI, data cleansing, data warehousing and OLAP technologies

in support of E-Commerce and E-CRM initiatives.

-

Implemented PORTAL technologies to allow customized views of

corporate Intranet and Extranet in support of MERANT s Business to Business

(B2B) and Business to Consumer (B2C) initiatives.

-

Directed a team of consultants and internal personnel in the

timely and successful upgrade of MERANT's SAP system.

-

Managed the convergence of worldwide help desk teams from

three in-house systems to a single implementation of Vantive's customer support

system.

-

Managed worldwide deployment of SAP (Finance and HR), Vantive

& Aspect based Call Centers and Sales force Automation applications.

-

Provided management and

technical leadership to two (2) start-up internet companies developing vertical

portal sites and B2B products.

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Managed Intranet, Internet and Extranet strategies for MERANT

and Esprit Telecom. Delivered E-Commerce enabled web site accounting for over

$1MM in sales during 1999.

-

Managed the development of Esprit Telecom s first Internet

based services Bill view, a web-based bill viewing service, and Partner, an

Intranet/Extranet solution for Partners for Esprit Telecom.

-

Achieved 10% improvement in quality and over 20% improvement

in costs of Esprit Telecom s billing operations through process improvement and

new technology introduction.

-

Introduced the use of Internet technologies into the software

development processes of Esprit Telecom in 1995 just as web technologies began

to mature.

PROFESSIONAL HISTORY:

MERANT, Rockville, Maryland

02/98 - Present: Director, WorldWide Business Systems:

Managing the delivery and support of new and existing Business Systems at

MERANT including enterprise applications from SAP, Vantive, and Saratoga

systems as well as MERANT's intranet and commercial web sites. Implemented

Crossworlds and Vality as standard technologies for application integration and

data cleansing respectively. Implemented Hyperion's multidimensional OLAP tool

and data warehouse in support of a corporate initiative to significantly

improve customer analysis and reporting. Implemented PlumTree Corporate Portal

technology along with personalization, document management and search.

Developed web-based customer support site (SupportNet) to provide fuller CRM

and customer self-help capabilities.

Esprit Telecom, London, UK

09/94 - 02/98: Vice President, MIS: Managed building

of IT team and infrastructure from grounds up.

Managed development of in-house systems to support network

operations, fixed asset management, call traffic analysis, customer service, billing,

Intelligent Networks (IN) and network configuration management. Managed

provision and support of PC based desktop hardware and software. Led

specification, procurement and operation of systems to provide LAN and WAN

capability throughout Esprit. Directed Esprit s internet, intranet

(home.esprittele.com) and extranet (partners.esprittele.com) including

development of interactive information systems for use by Esprit s customers.

System designs featured distributed component-based architectures leveraging

application server and Enterprise Java Bean technologies.

Frontier Telecommunications, Washington DC

06/93 - 09/94: Manager, Information Systems (Mid Atlantic

Region): Directed team in the design, qualification, deployment and

operation of IT systems and applications. Led design and implementation of

LAN/WAN,including configuration of Cisco routers, TCP/IP routing, addressing

and Internet connectivity. Introduced Windows NT into the commercial operating

environment. Managed delivery of web based Intranet/Extranet services using

Internet technologies - UNIX processing, PPP dial-up networking, SMTP

messaging, web servers, Javascript and the Netscape Commercial Applications for

bulletin boards, chat, electronic storefronts and on-line publishing.

01/92 - 06/93: Manager, Information Systems: Directed

all aspects of IT operations. Led planning and development of systems related

to accounting, marketing, billing, customer service and sales. Deployed Novell

based LAN and New Bridge/Xyplex based WAN across all offices. Responsible for

performing all aspects of the software life cycle, including analysis, design,

programming and documentation.

The American University, Department of

Telecommunications, Washington DC

10/90 - 01/92: Programmer Analyst: Developed database

warehouse and associated data entry and reporting interfaces for cable and

equipment inventory control. Implemented data integrity, accuracy and custom

programs for interaction between AT&T ACUS and the university main Frame

computer center.

Generated administration schemes for installation of new

PBX/Voice mail systems. Developed and executed software test plans and

monitored software performance and quality.

REFERENCES:

Available upon request

Contact this candidate