RAJ SHEN

Cell: 408-***-**** ~ Email: act2c7@r.postjobfree.com

ENTERPRISE ARCHITECT / SOLUTION

VISION STRATEGY ARCHITECTURE SOLUTION IMPLEMENTATION

Technically savvy with 15 years of expertise in providing Enterprise Architecture and Solutions for Telecom, Media, Retail, Finance, Insurance and Travel industries. Effective in collaboration with stakeholders to develop architecture framework, and lead architecture project that align enterprise vision, business strategy, and process to meet business goals. Strong leadership experience leading global teams in delivering key business technology strategic solutions. Adept in business process and functional experience on Sales, Order Management(OM), Service Delivery, Billing Care, and Service Assurance (CRM) domains. Certified in TOGAF 9.

Business Architecture

Application, Data Architecture

Technology Architecture

Sales

Order Mgmt, Service Delivery

Billing, Care & Assurance

Business Support System

Operations Support System

Cloud, Mobile and Big Data

PROFESSIONAL EXPERIENCE

Comcast, PA 2011 - Present

Lead Enterprise Architect / Solution Architect

Collaborated with key stakeholders and internal teams to define architecture principles, standards, guidelines, and blueprints for commercial Sales, customer care (CRM), other integrated backend systems to support commercial line of business. Architected and managed the delivery of end-to-end architecture, solutions, translate business requirements to system requirements for all impacted systems by working with Project team, component/application architects, and development leads.

Provided all aspects of technical leadership, end-to-end business architecture engagement, capability mapping, and integration design to accomplish the established business objectives of the programs.

Collaborated with component architects and influenced teams to ensure that the proposed solutions architecture, service contracts aligns with business objectives, benefits, and make sure the architecture aligned with commercial eco-system to launch the new integrated system for internal care and customer facing portal.

Create Baseline, target architecture, gap analysis, identify the roadmap components, asses the impacts across the architecture landscape and finalize the architecture.

Estimated $10 M annual saving by eliminating the 90% of systems (50) swivel. Improved the operational efficiency by automating 60 % (6 out of 10 troubleshooting steps) which reduced call handling time and saved $2 M annually.

Developed architecture, system flows, sequence diagrams, business process flow, system requirement, data mapping definitions for all the integration points in complex ecosystems to deliver and support Broadband, Ethernet, VoIP / Trunking, TV Service for Business with X1 platform, Managed Enterprise Services products and Wi-Fi Services.

Successfully rolled out the payment processing, and implemented Security, PII and PCI compliance.

Implemented the Elastic Search to improve the Customer search capabilities to provide the best experience and efficiency. Created fallback architecture and solution to mitigate the system outages with alternative approach.

Facilitated design reviews across all data sources and collected enterprise architecture performance metrics to drive continuous improvement, to reduce call handling time, first call resolutions and provide better user experiences.

Governed the patterns and practice to implement the system integration across the commercial eco-system.

Built an e2e reporting framework solution for reporting and analytics to provide the visibility into the order workflow from presales to billing, value realization, KPI, operational efficiency, identify revenue growth and OPEX reduction.

Extensive Experience with Salesforce Cloud Campaign, Sales, Service domains

Worked with internal and vendor teams to support both Waterfall and Agile methodology.

Environment: Salesforce / SFDC, Visualforce, Apex, Process Builder, Workflow, Microsoft .NET MVC, JQuery, Java JTA, JPA, Web Service, SOAP, REST, SOA, Elastic Search - NoSQL, Oracle, UML, Sequence Diagrams, CTI/IVR, VoIP, Ethernet, Wi-Fi, SSO, SiteMinder, SAML, IBM RSA, DOORS,, IBM-CPQ, Oracle UCM, Xythos, Workbench/Clarify & Century (OM ), Cramer, DDP/CSG ( Billers), Singl.eView ( Billers), Pentaho, LavaStorm, Tableau, and other BSS/OSS systems.

Cablevision, NY 2007 - 2011

SOLUTION ARCHITECT

Strategically partnered with vendor team on multiple CRM releases, analyzed business requirements, developed high-level designs, reviewed the design with stakeholders, implemented, assisted in the testing and deployment processes.

Experienced in development of systems requirements and design deliverables consistent with the architecture vision.

Architected and collaborated with interface teams to design web services for CRM system in order to integrate it with numerous proprietary systems for Service, Support, Order processing and Billing.

Experience in Salesforce.com, Visual Force, Salesforce configurations, Apex classes, and Apex Triggers.

Notified Salesforce when there is any changes to the Customer install base services to provide the view of the existing services.

Led both the in-house team and offshore team in the development and delivery of sales, service (voice, video and Internet) delivery, Order fulfillment, Provisioning, and customer Care and Assurance.

Architected and delivered the deployment automation to improve system performance, process efficiency and ROI.

Oversaw reusable web services created for product catalog, scheduling, and time slots to support CRM and other project needs.

Environment: BEA WLS 8.1SP3, AMDOCS CRM6, Java, Java Script, Salesforce, Sun Solaris, Windows 2000/XP/2003, Oracle, DDP/Biller, TIBCO and Vitria.

AAA / AMDOCS, PA 2004 - 2007

SENIOR CRM CONSULTANT

Lead all aspects of CRM application project for the call centers and retail centers/branch, to include extensive involvement in AAA-MA CRM business requirements, architecture, design, analysis, development, implementation of CRM application for the call centers and retail centers/branch.

Delivered an architecture and design to increase ROI and reduce the AHT; eliminated swivel into many legacy systems with web services, customer lookup/popup with CTI integration and card reader interface for Retail, Finance, Travel and Insurance business processes.

Customized both client and server side changes in support of Support and Sales modules to meet the business requirements.

Utilized Amdocs XML Gateway, Event Processor and JMS for the point-to-point, publish and subscribe model to deliver notifications to all consumers to synchronize data across the enterprise.

Cingular Wireless (AT&T)/AMDOCS, GA 2004

SOLUTION ARCHITECT

Delivered the solution to dynamically configure the business rules for service contract (SLA) and hierarchical pick-list values.

Architected and implemented the Customer Contracts Q &A, to include custom tables to retrieve/ save data to reduce development and deployment time, while meeting business needs and increasing ROI.

HITACHI Data Systems, CA 2003 - 2004

TECHNICAL LEAD

Led the design, development and implementation of a Case Information Exchange Project (CIEP) to support storage devices for Hitachi’s partners and customers.

Played key role in architecture, design, analysis, development and successful launch of intranet and extranet support sites (eSupport) for helpdesk, customers and partners.

FedEx Freight, AZ 2002 - 2003

DEVELOPER

Implementation of Support and Sales module, configuration and quoting of product screen changes. Created new business rules to notify and escalate sales team based on the team hierarchy.

Global Crossing, NY 2001 - 2002

CRM/INTEGRATION CONSULTANT

EDUCATION & TECHNICAL EXPERTISE

Certification: TOGAF 9, CID Number- 95076

MASTER OF SCIENCE ~ COMPUTER APPLICATION

OSS/ BSS Applications: AMDOCS CRM, SAP, & Salesforce/SFDC, Remedy, Cramer, DDP, CSG, Singl-eView, IBM-CPQ, SiteMinder

Operating Systems: Sun Solaris, HP-UX, LINUX, Windows

Web & App Server: WebLogic, Apache, IIS

Databases: MS SQL Server, Oracle, No SQL - Big Data, MongoDB, Cassandra

Languages: Microsoft .NET,Visual Basic, Java/J2EE, ASP, JSP, JSP, C, C++, PL/SQL, Apex, Delphi3.0, HTML,

Software, Tools, Framework: Web Services, JTA,JPA,JMS, EJB, SOA, Visio, MS Word, PowerPoint, Modeling with UML & BPMN, Eclipse, IBM DOORS & RSA, CSS, WSDL, XML, XSD, XSLT, JASON, JavaScript, JQuery, Angular, VBScript CTI (Appropos, Geotel, Avaya, Cisco, Internext), Elastic Search, OBI, Hadoop – Map Reduce, Hive, Pig and Spark, OAuth, Open ID Connect, Mobile and Cloud Technologies – PaaS, SaaS, AWS, Azure, IoT

Architecture Frameworks: Zachman, eTOM, TOGAF

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