RAHUL MISHRA

Professional Summary

Over * years of experience in IT Industry as Salesforce/Siebel Application Development Executive and Technical Leader working in Software Development with Infosys Ltd, Australia in a full-time capacity. Currently, working as a Solution Designer/Technology Lead providing scalable solutions on CRM platforms with hands on experience on several programming/markup languages and scripting languages. Working closely with Client to examine the requirements, define IT solutions to address those requirements and provide effort estimates. Leading and guiding both Onshore and Offshore teams. Have strong experience in Application Development in a strict Agile delivery environment. Have implemented several Business requirements and delivered several projects from design and development perspective. Developed and provided internal training programs to prepare and promote CRM skills of teams across Organization. Have good experience in Sales Cloud development and administration activities, Siebel CRM Sales, Order Management and Call Center related processes. Certified as Salesforce Administrator.

Professional Highlights

Prepared High Level / Low Level solution designs and showcased in front of Business

/ Client Technical team during workshops.

Executive presentations and application demos to the senior leadership across Organization level and client.

Experienced Salesforce Classic and Lightning developer / administrator.

Designed solution to present to Telstra Business to avoid incorrect Customer address association by Telstra users.

Salesforce certified with hands-on developer cum administrator experience of approx. 2 years on Sales cloud application.

Publishing and organizing technical specifications in IBM RTC.

Software development leader for Sales Cloud, Lightning, Apex programming, Siebel CRM / Java Script / VB Script based applications.

Owned and delivered mission critical

Application Development projects along with fixing defects in AT/CAT/SVT phases.

Worked on providing a scalable solution for streamlining the Retail Order processes of Telstra - Australia’s biggest Telecom service provider.

Contributed to Telstra, Australia and Telecom NZ Call Center Level 2 support activities as well.

Worked on Pre-sales activities extensively to provide Siebel/JS/VB Script solutions to Client.

Follow Agile methodologies to provide deliverables and worked on several Agile tools.

Worked on JAVA to deliver several API solutions using Eclipse IDE and built DISA plug-in. / Client Technical team during workshops.

Operating Systems: Windows / LINUX

Expert in Salesforce Lightning Apex programming Visual force Siebel Open UI Java script JQuery JSON CSS HTML JAVA VB Script REST Bootstrap

CRM Packages – Sales Cloud, Marketing Cloud, Siebel 7.7/8.0/8.1.1.9/IP13/IP14/IP15.

Technology Lead at Infosys.

Collaborated with various teams to propose optimized solution during Solution Discovery phase.

Software Tools – Eclipse, SQL Plus, TOAD, MS Office, Quality Centre, BMC Remedy, RTC, SVN, Microsoft Visio, JIRA, Trello, Apache ANT.

Work History

Technology Lead / Salesforce Admin 11/2016 to Current

Infosys Limited – Melbourne, Australia

Client - Telstra Project – EDGE Phase 2

Salesforce classic and lightning administrator cum developer.

Worked on sharing and security model, Role Hierarchy, Profile setup, Workflows, Process Builder, Approval processes, Page layouts, Reports and Dashboards

Salesforce application development by building Visualforce pages.

Configuration and customization of Salesforce1 Mobile App.

Deployments by checking in code through IBM RTC.

Managed ongoing support request and administrative needs of users.

Deliver ongoing Salesforce enhancements and performing user & administration training sessions for clients to utilize Salesforce effectively

Ensure data issues are identified and root cause addressed.

Coordinating with other vendors to deliver the projects

Salesforce community implementation experience using customer community license.

Ensured data integrity through the appropriate use of de-duping, loading and exporting tools, for bulk of data using Data Loader.

Proposed solutions by analyzing business requirements.

Prepared low-level designs and showcased in front of client.

Fixing defects in AT/CAT phases.

Skills Used – Requirement Analysis, Team Collaboration, Solution Designing, CI/CD, Salesforce Admin, Apex programming, Visual force, SOQL, SOSL, Force.com IDE, Workflows creation, approval processes, Escalation rules, Assignment rules, Validation rules, Email services, Data migration activities, Microsoft Office Tools

Technology Analyst / Salesforce Admin 07/2016 to 11/2016

Infosys Limited – Melbourne, Australia

Client - Telstra Project – ROADSTER

Contributed in low level solution designs.

Developed reports, dashboards, and processes to continuously monitor data quality and integrity for marketing managers.

Deployed solutions that support customer business processes and requirements using Salesforce applications.

Performed weekly and monthly data integrity checks, data cleansing, importing, and exporting.

Set up new users by configuring custom profiles, permission sets, and object settings.

Individually contributed to the end to end solution to the code development on Apex platform.

Followed agile development methodology and met every delivery date on time.

Configuration and administration of Salesforce.com enterprise editions.

Created custom objects, fields, and triggers.

Analyzed current processes and made recommendations for automated notifications to Sales Reps.

Used apex and Lightning component to incorporate data from Telstra’s outage app.

Skills Used – Requirement Analysis, Team Collaboration, Solution Designing, CI/CD, Salesforce Admin, Apex programming, Lightning, Visual force, SOQL, SOSL, Force.com IDE, Workflows creation, Validation rules, Data migration activities, Microsoft Office Tools

Technology Analyst / Salesforce Admin 06/2015 to 07/2016

Infosys Limited – Melbourne, Australia

Client - Telstra Project – EDGE Phase 1

Gathered requirements and created functional requirements for this project

Prepared low-level solution designs and got approved by client.

Collaborated with several teams during design and build phase.

Performed customization using Apex and Visualforce

Configured Salesforce including but not limited to validation rules, workflows, custom labels, custom settings, profiles and permissions

Worked with standard Salesforce objects like Accounts, Contacts, Leads, Cases and Opportunities.

Conduct technical design reviews and demos to the customer (IT and business)

Worked on Auto Response rules, Assignment Rules and Escalation Rules

Developed Visual force pages using Apex for proprietary Salesforce application to track the flow of business.

Customized org to support new Business units of Telstra Business and Government.

Skills Used – Requirement Analysis, Team Collaboration, Solution Designing, CI/CD, Salesforce Admin, Apex programming, Visual force, SOQL, SOSL, Force.com IDE, Workflows creation, approval processes, Escalation rules, Assignment rules, Validation rules, Email services, Data migration activities, Microsoft Office Tools

Technology Analyst / Consultant 05/2015 to 06/2015

Infosys Limited – Melbourne, Australia

Client - Telstra Project – ICBAA

Prepared high level and low-level solution designs and presented in front of Client.

Collaborate with several teams during workshops.

Hands on Siebel CRM application developer with expertise in Siebel Open UI

Provided Technical Leadership to approximately 6 software development engineers

Individually contributed to the end to end solution to the code development on Siebel CRM platform.

Followed agile development methodology and met every delivery date on time.

Develop and provide internal training programs to prepare and promote CRM / Open UI skills of teams.

Reviewed codes written by Technical Leads/Developers.

Provided valuable inputs in preparing Siebel Open UI brochures to be presented by Infosys to several Client across geography.

Proposed technical feasibility solutions for new functional designs, business issues and suggested options for performance improvement of technical objects.

Continuous development, integration and delivery into IBM RTC repository to deploy/retrofit code into multiple development/testing environments.

Integrated Desktop Siebel Integration Agent with Siebel CRM application by developing a plug-in based on JAVA.

Skills Used – Requirement Analysis, Team Management, Solution Designing, Pre-sales, Conducting Requirement Workshops, Client Presentations, Wire-framing, Internal Trainings, CI/CD, Siebel CRM, Open UI, JS, jQuery, JSON, CSS, Bootstrap, HTML 5, Core JAVA, IBM RTC, SQL Plus, Apache Ant, Tortoise SVN, Microsoft Office Tools, Microsoft Visio

Technical Analyst / Consultant 03/2015 to 05/2015

Infosys Limited – Melbourne, Australia

Client - Telstra Project – STREAMLINE

Played technical lead role at Onsite for respective tracks and collaborated with offshore team of 6 people to implement it.

Responsibilities included requirements analysis, preparing the design documents, coding & building test data setups, carrying out unit testing & integration testing.

Provided costing at different levels of requirements and technical design/analysis for several releases.

Co-ordinated with Business on fixing BPVT issues as Streamline Services module lead.

Designed simplified solution and delivered mission critical business requirements at the crucial stage of the project.

Provided new solutions with respect to Open UI implementations/Siebel changes.

Worked on API Integrations to get rid of legacy integration methods.

Created shopping cart using jQuery/Java Script and integrated with Siebel CRM for users to select any products to be serviced.

Integrated Siebel CRM monitoring tool using Java.

Co-ordinated with different teams for carrying out migration of code to DEV, AT and CAT environments. Fixed defects in AT, CAT phases.

Worked on JS (PM&PR), CSS and SWT files for few Siebel Open UI requirements.

Followed Agile practices to provide deliverables.

Worked on performance improvement during System Volume testing phase.

Skills Used – Requirement Analysis, Team Management, Solution Designing, Pre-sales, Conducting Requirements Workshops, Client Presentations, Wire-framing, Internal Trainings, CI/CD, Siebel CRM, Open UI, JS, jQuery, CSS, Bootstrap, HTML 5, JSON, Core JAVA, VBScript, IBM RTC, JIRA, Trello, SQL Plus, Toad, Tortoise SVN, Microsoft Office Tools, Microsoft Visio

Technology Analyst 10/2014 to 03/2015

Infosys Limited – Hyderabad, India

Client - Telstra Project – TCRM

Mentored a team of 5 new members in Siebel Open UI (jQuery, HTML and CSS) and Siebel configuration.

Co-ordinated with Onsite team to carry out workshops with Client for Siebel Email Response specific requirement.

Prepared Technical Design document for the Siebel Email Response, CTI functionality and Siebel Open UI.

Co-ordinated with Accenture team for carrying out migration of code to DEV and AT environments.

Resolved challenges faced while implementing Inbound Email Processing in Accenture’s retail Siebel application.

Analyzed the data model of Accenture Siebel application.

Fixed defects raised by testers, users in ST, CAT and UAT phases.

Worked on JS, CSS and SWT files for few Siebel Open UI requirements.

Performed various PoCs on Siebel Email Response and Open UI requirements.

Created user stories and epics for Siebel CTI track.

Followed Agile practices to provide deliverables.

Writing complex SQLs using TOAD / SQL Plus to extract information from database.

Skills Used – IT Consulting, Solution designing, Internal Trainings, CI/CD, Siebel CRM, Siebel Email Response, Open UI, JS, jQuery, CSS, HTML 5, VBScript, SQL Plus, Toad, Tortoise SVN, Microsoft Office Tools, Trello.

Senior Systems Engineer/Technology Analyst 01/2014 to 10/2014

Infosys Limited – Hyderabad, India

Client - Telstra Project – TEG CRM

Offshore Siebel Open UI Developer/Module Lead.

Analyzed the High-Level Design and proposed solutions.

Co-ordinated with onshore team on a daily basis to understand and implement the requirements.

Fixed defects raised by testers, users in ST, CAT and UAT phases.

Worked on JS, CSS and SWT files to deliver Siebel Open UI requirements.

Performed various POCs on Siebel Open UI.

Implemented a Mobile app in Siebel Open UI which was simulated on Google Chrome emulator for iPhone 4 & 5.

Configured and customized Opportunity entity using Siebel Tools and e-Scripting.

Played lead developer role at offshore for mentoring new folks.

Contributed in showcasing our work in Siebel Open UI for various client visits.

Followed Agile practices to provide deliverables.

Skills Used – IT Consulting, Solution designing, Internal Trainings, CI/CD, Siebel CRM, Siebel Email Response, Open UI, JS, jQuery, CSS, HTML 5, VBScript, SQL Plus, Toad, Tortoise SVN, Microsoft Office Tools, Trello.

Senior Systems Engineer 03/2013 to 01/2014

Infosys Limited – Auckland, New Zealand

Client – Telecom NZ Project – TNZ Assure

Subject matter expert for Siebel CTI for Voice and Email Channels and Siebel Open UI at Onsite.

Single handedly supported issues in Siebel CTI module at TNZ.

Provided consulting services at Infosys for various accounts within the Siebel CRM vertical in Oracle Practice.

Worked on Task Based UI, Siebel Configuration, Workflows and Siebel scripting

Provided scripted solutions to automate manual business processes.

Provided knowledge transfer to offshore counterparts.

Frequently visited client sites (call centers) to resolve agents’ issues as a Techno-Functional Siebel Consultant.

Co-ordinated with Tech-M team to perform various deployments in the project.

Contributed in providing inputs in Siebel Open UI during Telecom NZ re-engineering project to Infosys Sales Team.

Guided offshore team to understand and support Siebel CTI in TNZ Assure.

Worked extensively in resolving technical, functional, admin issues as part of Level 3 Siebel support.

Worked on Enhancements & fixing production defects leveraging Siebel configuration/development skills.

Provided concrete solutions to Complex requirements and has a very negligible defect injection rate.

Skills Used – IT Consulting, Solution designing, Internal Trainings, Continuous Delivery, Siebel CRM, Siebel Email Response, Siebel CTI, VBScript, SQL Plus, Toad, Microsoft Office Tools.

System Engineer/Senior Systems Engineer 11/2011 to 03/2013

Infosys Limited – Hyderabad, India / Melbourne, Australia

Client – Telstra Project – MAXIM Production Support

Onshore Siebel CTI and Email Response SME.

Majorly worked on Customer Care and Sales modules in Siebel eCommunications application.

Co-ordinated with offshore team to carry out maintenance and support activities.

Handled Severity 1 and 2 calls from onsite.

Fixed production dockets raised by agents/users well within the SLAs.

Worked on Siebel Email templates basic/advanced and template items for delivering Email Outbound functionalities.

Worked on Siebel Proposal templates for letter generation in Siebel.

Guided offshore team to understand and support Siebel CTI.

Worked extensively in resolving technical, functional, admin issues as part of Level 3 Siebel support.

Writing complex SQLs to extract information from database.

Worked on Enhancements & fixing production defects leveraging Siebel configuration/development skills.

Skills Used – Solution designing, Internal Trainings, Continuous Delivery, Siebel CRM, Siebel Email Response, Siebel CTI, VBScript, SQL Plus, Toad, Microsoft Office Tools.

System Engineer 10/2010 to 11/2011

Infosys Limited – Hyderabad, India

Client – Telstra Project – MAXIM Evolution

Re-engineering of entire Sales process of Telstra Business and Telstra Enterprise & Government business segments using Task Based UIs.

Identified the existing Sales process in Telstra.

Worked on Task Based UIs, Workflows and Siebel Configuration.

Integrated Siebel Email Response to send mails to respective stake holders in Sales process as part of business requirement.

Writing complex SQLs to extract information from database.

Skills Used – Continuous Delivery, Siebel CRM, Siebel Email Response, Task Based UIs, VBScript, SQL Plus, Toad.

Education

Passing Year

Degree/Qualification

Institute

CGPA / %

2010

Bachelor of Technology - Computer Science Engineering

JAYPEE UNIVERSITY OF INFORMATION TECHNOLOGY

82%

2005

Class XII: I.S.C.

Chandra Prakash Vidya Niketan, UP, INDIA

78%

2003

Class X: I.C.S.E.

Chandra Prakash Vidya Niketan, UP, INDIA

84%

Certifications/Trainings

Salesforce Admin Classroom training

Salesforce Certified Administrator

Agile Fundamentals Training

ICP Agile Professional

Sales Cloud, Lightning, Apex Salesforce Trailhead training

Achievements

One of the top performers in Infosys (always received 1 or 1+ ratings at Infosys).

Received Insta award in 2016.

Received GEM of GMU award Q1 2015 at Infosys Unit level.

Received Power Programmer award 2014 at Infosys.

Core member of Siebel Open UI team.

Received recognition from Infosys for giving sessions on Siebel Open UI at organizational level.

Recognition received at the Unit level for a solution provided to automate a Production support manual process.

Additional Information

Australia Permanent Residence Visa holder

Contact this candidate