MR. GAGAN SHARMA

Cell:

+1-612-***-****

Email:

acx13m@r.postjobfree.com

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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