Customer Service Project Manager

SANJAY WADGE Phone – 408-***-**** (M)

**** ************ *** 408-***-**** (H)

Email – ******@***************.***

Sunnyvale CA – 94087

Objective

Having delivered successful projects covering multiple enterprise applications in a

dynamic/high growth environment with cross functional business and development

team of varying sizes, my aim is to build/lead high performing business/ technical

teams that can deliver solutions across any platform/technology.

Synopsis Over Twenty years of experience in Managing IT Projects, Leading, Analysis, Design &

Implementing Enterprise (CRM, ERP) applications, Web applications & Systems

Integration. Proficient in technologies such as Salesforce (SFDC Trained Consultant

– DEV 401 & ADM 201), SIEBEL (Certified Consultant), Oracle Applications

(11i/12i), SAP CRM, SaaS/Cloud platforms, Web technologies etc. Highly skilled

with Project, Program & Team management as well as working with upper mgmt.

and stakeholders.

Professional Experience:

Oct 2002 – Present Eternity Systems, Inc. Sr. Principal/Delivery Manager

Client Projects –

May 13 – Present Juniper Networks, Program Manager, Customer Service Applications

Part of SAP CRM Implementation team, I am responsible for getting Customer Service (CS) related modules -

Installed Base, Service & Subscription Contract, Service Request Management, Customer Service Portal implemented

(using Agile/Scrum approach) in SAP CRM (which is currently in Siebel CRM). It involves, getting business

processes and functionality built in SAP CRM, Data Migration from Siebel CRM to SAP CRM, Integrations

with other legacy applications (Customer Portals, SFDC), Testing & QA, Data Quality & Governance for

Customer Master & Installed Base etc. Actively involved in business process re-engineering, process and

technical design, user training etc. Additionally responsible for defining reporting/analytics strategy and

requirements for CS organization to be build using business warehouse and data visualizations tools such as

Tableau.

Sept 12 – May 13 NetApp PM / Sr. Bus. Process Expert – SaaS Applications

Managing various integrations projects across various SaaS platforms used by NetApp’s Marketing & Sales

organization. They include SFDC(Opportunity & Lead management platform), Aprimo (SaaS based MRM

platform to manage Marketing resources and budgets), Eloqua (Campaign delivery platform), Campaign Grid

(SaaS based Digital Asset Mgmt. tool), Jive (Online enterprise community tool) etc. Current project includes

Integration between Aprimo with Oracle ERP for financial reconciliation, SaaS based partner loyalty rewards

implementation and its integration with back office application including Salesforce.com, SFDC-Eloqua

integration, enhanced enterprise search across internal and external NetApp communities etc.

Jan 12 – Aug 12 Convergys Technical PM (Agile) -Product & Process Integration

Convergys products serve telecom service providers with service revenue mgmt., rating and billing, usage based

charging etc.. Managed Product Integration project using Business Process Management (BPM) Tool (Cordys)

to integrate Convergys product lines. Products include Convergys CRM (Microsoft Dynamics), ERP (Rating &

Billing Engine, Revenue Mgmt., Mediation, Shopping & Ordering Engine, Product Configuration etc.), MDM

(Master Data Mgmt global footfprint) and SaaS/Cloud service products. Managing a team of 25+ core R&D

people responsible for building cross product bpm flows to integrate Convergys products. Iteration based

Agile/Scrum development methodology as well as eTOM standard framework is being followed and managing

the releases for every 4-5 weeks sprints.

May 11 – Current Eternity Systems/Scalr.net Sales Force Dot Com Solution Architect

Eternity helped Scalr.net to implement Sales Force and its integration with other systems. We built integration

of SFDC with Gmail, Tender (tech support service application) & with Zoho (another Ondemand CRM) for

Scalr (scalr.net), a cloud infrastructure scaling Services Company. Integrations are built through Cnetra.com

(Integration as a service cloud integration platform).

May 10 – Nov 11 Adobe PM (Agile/Scrum)/Bus. Solution Architect

Project – Subscription Management System for Adobe’s SaaS Cloud Services, Product/Mobile Apps/Services launch

on Adobe online Store.

Managed a team of 25+ people to build Subscription Management Engine for Adobe’s SaaS based cloud service

products (which are being offered on subscription basis like acrobat.com, photoshop.com etc. from adobe.com

eCommerce site). Integrated with legacy enterprise application like Order Mgmt (SAP ECC, Adobe Store) for

order fulfillment, CRM (SAP for Customer Support, MDM (Product Master) and Salesforce.com for renewal

opportunity Mgmt), Analytics etc. Managed the overall new product/service product definitions & launching,

Project and resources management, working with business and IT stakeholders as well as managing releases

using iteration based Agile/Scrum methodology.

May 08 – April 10 Deloitte /Juniper Networks PM -CRM Bus.Process Analysis & Design

Project – New Siebel CRM (Call Center, Sales, Channel Sales & Svc), UCM & BI (OBIEE) Implementation, Order

Management (Oracle ERP, OM and other related modules)

Played key managerial role for Siebel CRM & UCM implementation. Put together detail Siebel

design, data migration and integration strategy, implementation planning & roadmap to present it

to upper management for their consensus and approvals. Define cross functional processes with

MDM – Customer & Product Hub (UCM), ERP (Oracle OM and Supply chain modules), & other

IT applications. Managed a team to implement Service renewal Sales (Direct & Channel), Service

Contracts (Licensing and Subscription based contracts), Install Base (Assets), Reverse Service

Supply Chain (RMA), Service Quote/Pricing/Order Mgmt., Self Service Portal, Collaborative

Partner portal (SFDC-PRM) & Analytical Reporting (OBIEE).

Salesforce Assignment (Oct 10 – Jan 11) – Critical Situation Management Tool

Lead the designing of CSM (Critical Situation Mgmt) Tool for Juniper’s Customer Service

organization in Salesforce (SFDC).

Nov 07 – Aug 08 Cisco Program Manger - Data Mgmt/DMAIC

Project – Service Supply Chain Dashboard/Reporting Requirements and DMAIC Analysis

Root cause analysis using Six Sigma DMAIC methodology for issues related to Cisco’s Service

Supply Chain Operations (SSC). Presented detail analysis and findings to upper management.

Based on the multiple issues identified, recommended business process changes to improve overall

Service Supply Chain operations. Also defined dashboards and reporting requirements (BI) for

monitoring.

Apr 07 – Nov 07 Trend Micro Project Manger – Partner Mktg. Mgmt

Project – SaaS based Channel Partner Relationship Mgmt (PRM) Portal Implementation

Managed SaaS based PRM Implementation to implement integrated PRM solution for Trend’s

Partner Mgmt Organization and Partner portal for Trend’s Partners. Functionality included

eMarketing, Campaign Mgmt, CMS, Partner recruitment, Opportunity Mgmt, MDF, Partner

Compensation mgmt & related analytical reporting etc. My role was business processes re-

engineering, implementation planning, resource mgmt, time and budget management. Release

mgmt without impacting core business during the implementation, Change Request Mgmt.

Dec 05 – March 07 EMC/VMware Sr. Consultant (Architect/Sr. Analyst)

Project – Siebel Customization for the Sales, Mktg. & Support (Call Center) Organizations

Managed Siebel CRM implementation at VMware and played key roles in Design, Architect, Re-

engineering & Implementation of various Business Processes in Sales, Marketing, Channels & Service –

- Implemented Territory assignment rules for Sales organization using Siebel Assignment Mgr.

- Online Service request & Customer Service tool on Customer & Partner (for channels) Portal.

- Enable Siebel for issue tracking by various organizations like Professional Services, Legal,

Channel etc.

- Siebel integrations –KNOVA knowledge base, Oracle ERP, Eloqua Marketing tool, Customer &

Partner Portals, Email (MS Outloook), etc.

- Siebel – Avaya CTI & ACD Integration

- Involved in feasibility & Implementation of Master Data Management (MDM) for Customer

Data Hub using Siebel UCM.

- Upgrade current Siebel implementation from Non-Unicode to Unicode Implementation (mini-

upgrade)

- Eloqua (Third party Marketing Campaign Mgmt application) to Siebel interface to capture

campaign leads

- Reporting Data Interfaces to Reporting and Data Warehouse/Analytics (Siebel Analytics/OBIEE)

Application.

- Worked on defining Data Warehouse and Siebel Analytics/OBIEE implementation strategy.

- Duns & Bradstreet Customer Master data integration with Siebel.

Feb 05 – Aug 05 Informatica Inc. Sr. Consultant – CRM Architect

Project – Customer Vision Design & Development

Managed a team to build Customer Vision Tool for profiling the customers to explore up sale and

cross sales opportunities. This tool was built in Siebel and integrated with Siebel Marketing for

Campaign management and with Siebel Analytics/OBIEE for reporting and analytics.

Aug 04 – Jan 05 NetManage Inc. Project Manager

Project – New Siebel CRM 7.5.3 Call Center, Field Service Module Implementation

Managed Call Center Application migration from Scopus to Siebel. Leading and guiding Siebel

development team in Application Configuration, Data Migration from old Scopus database to Siebel

using Siebel EIM. It involved Re-engineering of Order processing for Service Orders and Agreement

orders, Agreement/Entitlement creation automation. Single handedly managed the complete Siebel

implementation.

Nov 03 – Feb 05 Palm Inc. Project Manager/Sr. Bus Analyst

Project – Siebel CRM Call Center, eService, Service Order Management, Retail Supply Chain & Marketing Module

Implementation Customization

Managed and implemented multiple projects at Palm. Involved in Analysis, Design, Architect and

Business Process Re-engineering Siebel CRM application. It included building online RMA/Order

processing tool, Consolidating third party call centers and building single Call Center platform

used across the world, Merging and migrating functionality in Siebel as a result of handspring

acquisition, implementing Firstlogic data quality tool and integrating with Siebel etc.

Project – Direct Marketing Infrastructure assessment and Requirement Analysis

Involved in Analysis of existing Direct Marketing Infrastructure, database marketing needs,

understanding current campaign automation, customer segmentation and execution in order to

provide recommendation for improvement, understanding the need for analytics and reporting etc.

Various recommendations were made to improve the business processes associated with campaign

and offer automation, defining new customer segments, data cleansing, secured data transfer needs,

marketing database structure etc.

Aug 02 – Nov 03 Intuit Inc. Mountain View, CA Project Lead/Analyst/Architect.

Project – Upgrade SIEBEL from ver 6.2.1 to ver 7.5.2 (Call Center, Sales, Marketing)

Description – Siebel Upgrade - Leading Siebel CRM upgrade of their Siebel Call Center and Sales

Application from Siebel ver. 6.2.1 to ver. 7.5.2. Involved in all aspects of Siebel upgrade including Pre-

upgrade, Repository upgrade, Client functionality migration & Integrations with other legacy

applications.

Sales/RMA Order Management Re-engineering, Automation & Integration

Helped in re-engineering Order Management process where full order life cycle was automated right from

Marketing Campaigns to Order Fulfillment.

Built Customer & Product Master with Firstlogic Data Cleansing Solution & integration with

Siebel

Implemented Customer Master (MDM) using Firstlogic Data Quality Solution (from SAP) and Siebel

Data Link 2.0 (GDQL) Data Cleansing solution by Integrating with Siebel 7.5.2.

Nov-95 – Jul-02 Xoriant Corporation, San Jose, CA Project Manager/Architect.

Following are some of the projects I worked with different Clients.

Project – Analyzing and defining Data Integration Architecture for multiple SIEBEL Instances.

Client – CISCO SYSTEMS, San Jose, CA Role – Sr. Analyst / Data Architect

Project – Customer View Manager

Client – CISCO SYSTEMS, San Jose, CA Role – Project Manager & Lead Architect

Description – Built Customer Hierarchy View Manager for Cisco’s Customer Data Hub. This tool is a part of

Master Data Mgmt (MDM) Oracle TCA (Trading Community Architecture) Tool. Different users need to have

different hierarchical view for the Customer Hierarchy. This tool allows users to build their own view of

customer hierarchies. At any given point there can be multiple versions of customer hierarchies. These

hierarchies are being used by downstream applications in various ways.

Project – ICRM – Creation of Unified Contact Repository.

Client – CHARLES SCHWAB Role –Lead Architect

Description – Architected Unified Contact Repository to provide 360 degree view which will have all the contacts

made to the customers through various channels and applications. The source applications were SIEBEL (Call

Center, Business Development, Marketing etc.), eGain (Inbound emails from customers), Home grown

application for Offers and Campaign Management and various home grown Web applications.

Client – CISCO SYSTEMS Team Lead.

Involved with implementation of multiple Customer Service related projects at Cisco. It included,

Customizing Clarify Call Center application for Cisco’s improved customer support, Building Pro-active

Case tracking tools for Advance Services teams, Building Executive Dashboards for Network Supported

Account Management, Re-engineering Service Contracts Management tool & its integration with Clarify,

CTI Integration using Nortel CTI adapter for Clarify, Building Install base management tool, Re-

engineering RMA (Reverse logistics) Processes for Cisco’s critical customer support, Re-engineering

Field Service processes and tools., Integrated Customer Support applications for Cisco’s M&A

companies, Building web based online customer support related tools used by customers as well as

internal employees.

Dec 85 - Nov 95 National Informatics Center, INDIA Sr. Systems Analysts.

Implemented multiple IT applications for various Indian government organizations.

Education MS - Computer Management, BS – Physics/Electronics

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