Manager Project
Resume:
MR. GAGAN SHARMA
Cell:
Email:
*******@*****.***
Innovative and experienced project manager/CRM consultant with a record of developing and supporting successful solutions incorporating a wide range of applications and technologies namely Dynamics CRM, Siebel, SFDC, Oracle CX and ERP apps. Recognized and tasked by executive leadership to improve organizational effectiveness and efficiency through the proper implementation of development principles. Exemplary track record in leading teams in strategic project initiatives and guiding companies through consultive process implementation techniques. Innovative and forward-thinking leader utilizing progressive methods for team building and knowledge transfer in various industries segments like Automotive, Manufacturing, Retail, CPG, Transportation, Platform and Software Products.. Diverse understanding of planning and directing various highly complex projects and effectively reducing company costs through innovative utilization of resources.
CORE COMPETENCIES
1.Business Consulting and Customer Journey Mapping Skills
2.Global Application Deployment & Support
3.Ability to work in multi Geo & Cultural groups
4.Managing multiple onshore & offshore team located in different geographies
5.Team Leadership, Coaching and Mentoring
6.Drive initiatives to address and implement strategic vision and roadmap for customer’s business growth
7.Understand customer pain points and provide creative approach/solutions to address it supported with technology landscape/options
8.Help define cloud strategy and benefits for accounts/customers
9.Experience in executing and managing multiple projects simultaneously with Quality processes
CERTIFICATIONS/TECHNICAL SKILLS
oProject Management Professional – PMP Certified
oMicrosoft Dynamics CRM version 1.2, 3.0, 4.0 and 2011
oWipro Salesforce.com Admin Internal Training equivalent to L2 certification
oCRM Desktop for Fusion Boot Camp
oOracle Services Cloud (RightNow CRM)
oOracle/Siebel CRM On-Demand R16, Oracle Marketing Cloud Sales, Oracle Eloqua and SRM
oPrestashop eCommerce
PROFESSIONAL EXPERIENCE
CVS. (Jan 2016 to Oct 2016) FedEx. (Nov 2016 to Present), Pittsburh PA
Application Project Manager
oResponsible for Customer Relationship and contract renewals
oManaging large team with 30% onsite and 70% offshore
oInitiate new projects and stabilize for successful delivery
oManaging Application Support, QA and Development projects
oPlan shift schedule for 24x7 support, enable cross training and collaboration
oMonitor incident trends, backlog spike and weekly improvements
oDrive solutions and automation to reduce incident counts
oResponsible for growth, ACSAT & resource management
oBuilding virtual cross-functional teams in collaboration with the technology verticals and recruitment
oResponsible for L2 and L3 support for the engagement
oConduct monthly governance meeting with all stakeholders
oManager mix of mission critical application like ERP, CRM and Supply chain
Microsoft Corporation., Redmond WA
Sr. Consultant Jan 2015 to Dec 2015
oResponsible for Customer Relationship and Experience program/portfolio of USD 10 Million
oManaging multiple programs/projects within portfolio
oPrepare and conduct for monthly governance meeting with customer
oWork with customer Leadership and Architect team to map their vision to CRM implementation roadmap
oBring creative solutions for customer’s business challenges by working with service lines and competencies
oWork with different teams to propose and implement viable solution to make business strategy successful
oResponsible for growth, ACSAT & resource management
oDrive new initiative with service lines to generate new opportunities
oPlan and Drive workshops for generating new initiatives
oBuilding virtual cross-functional teams in collaboration with the technology verticals and recruitment
oTracking and monitoring the program level operating parameters like P&L, operating margin, experience & onsite-offshore mix
oForecast staff needs, coaching, motivating and developing team members
Technologies: Dynamics CRM 2015, .Net, SQL, SSRS, SSIS, Chat apps, Angular JS
Wipro Practice Manager, Minneapolis MN
Oracle CRM Consultant Jan 2014 to Dec 2014
oGrow Wipro’s Enterprise Application (Oracle Cloud) business for North America for Manufacturing and Hi-tech verticals
oDrive and grow NA Strategic partnership with Oracle Cloud and Customer Experience for business growth
oDrive solution driven growth, improvement in existing pipeline and conversion
oMeet order booking and revenue numbers
oAdvisory & consultative techniques to develop proactive demand generation
oSuccessfully lead and execute the sales process in partnership with various customers contacts and roles with Oracle alliance
oConduct Go-To-Market sessions with Oracle Sales Reps for sub-verticals
oHelp build strong relationship to get business renewals and annuity business
BestBuy, Minneapolis MN
MS Dynamics CRM Sr. Consultant Jan 2013 to Dec 2013
oManage Team of Business Analyst and corresponding Projects
oMap Business Process to CRM app
oIdentify any gaps and recommending process change
oCreating FRDs, BRDs, Specification documents
oImplement and support CRM apps for BBFB and B2B Gift Card
oPresent weekly status and conduct monthly governance meetings
oMaintain and mitigate Risks and Issues for the project
LabCorp, Pittsburh PA
MS Dynamics CRM Consulting Manager April 2012 to Dec 2012
oGathered and documented clients business and technical requirements.
oCreate and propose functiona solution for the project
oCoordinate with technical resources for installations, migrations, data cleansing,
integrations, and other custom development
oExecute all project management activities including status meetings, status
reports, issue tracking, budget management, and risk management.
oManage client satisfaction and application/solution quality goals.
oContribute to the company’s implementation methodology by creating tools
and templates
oResearch and provide training materials for CRM Team.
Lexmark, Lexington KY
CRM Project Manager, and Lead Business Analyst March 2011 to April 2012
oImplement Siebel CRM Sales and Services for Lexmark business
oManage multiple programs/projects within portfolio
oWork with customer Leadership and Architect team to map their vision to implementation roadmap
oMap Business Processes to CRM app
oCreateFRDs, BRDs, Specification documents
oWork on multiple modules namely Channel Sales, SFA, Services, Consumer Goods, Trade Promotions
oPresent weekly status to client
oCoordinate with Business teams in different geographies and offshore teams
oMaintain and mitigate Risks and Issues for the project
Lexmark, Lexington KY
Test Manager Oct 2009 to March 2011
oManage for Testing for a CRM program with 4 projects namely
a.Upgrade of Siebel Services from SEA to SIA (Consumer Goods)
b.Merging SFA Siebel SIA with Upgraded Siebel Services instance
c.Siebel Consumer Goods Implementation for SVP & TPM Modules (End to End Deployment)
d.Analytics for Siebel Consumer Goods
oPrepare, Manage and Monitor Test Plans for the program and each project
oCoordinate successful execution between three geo-separated offshore teams for each project.
oPrepare and share daily and weekly dashboard with Management & client from HPSM
oCoordinate with business stakeholder to validate and get sign-off for Test Scenarios, Cases and Plans
oFacilitate business knowledge sharing sessions with testing teams
oHelp business users during UAT by augmenting testers with domain understanding
oAlign required functional trainings for the tester teams
oFacilitate smoke testing during development phase to identify early defects
oEnsure traceability matrix is created and maintained across the teams
oPut across change requests to Change Management Board
oMaintain and mitigate Risks and Issues for the testing stream
oResources planning and recruitment for the team
oGenerate new opportunities for testing stream
Technologies: HPQC, QTP, Siebel CRM
Lavasa, Reliance Money, Pittsburh PA
MS Dynamics Project Manager and Consultant Sept 2008 to Sept 2009
oPerform client presentations articulating the value proposition of product, solution, and service offerings
oPrepare proposals and organize demos for the prospect
oManage Microsoft CRM Projects (Implementation and Support)
oIdentifying new opportunities in existing Accounts
oUnderstand future requirement and translate into functional requirements
oCreate and setup demos for showcase Dynamics CRM capabilities
oProvide estimation and implementation road map
oIdentify use cases for the design phase
Wipro, Dynamics CRM and Salesforce.com Consultant, Hyderabad India
MS Dynamics Consultant Sept 2006 to Sept 2008
oFrequent onsite visits for project conceptualization, execution and implementation
oExecute multiple short term (2-5 months) projects namely Microsoft Corp, IATA and DNB
oGather business requirements and Translated into functional specs/design
oPerforming technical feasibility study and gap analysis
oValidate development deliverables are as per business requirements
oFacilitate UAT and Release management for the project
oCoordinate between business, IT and technical teams
oConfigure Dyanmcis CRM for business demo and training
oCRM Practice Building (Microsoft Dynamics CRM & Salesforce.com)
oPrepare proposals and perform fitment analysis (Pre-Sales)
iEmployee.com, Internal Project, Hyderabad India
MS Dynamics Consultant and Project Manager April 2005 to Sept 2006
oResponsible for analyzing and defining business models
oGathere requirements for new systems, implemented CRM (Customer Relationship Management) applications based on business needs and requirements
oDesign and propose new and enhanced IT system to meet business needs
oTranslate business requirements into technical requirements and implement the solution
oParticipate in internal programs including post project reviews, internal process initiatives, and ongoing improvement practices
oDesign and define workflows for automation business areas, deployed processes and trained team members and stakeholders
oCoordinate development and testing activities with the implementation team
EDUCATION
Master of Management Studies (University of Mumbai)
Bachelor of Eledtronics Engineering (University of Mumbai)
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