Project Management Scrum Master
Resume:
GIRIDHARAN RAMASAMY
To deliver business value as a program and project management professional in IT application services by drawing on over two decades of experience. To align initiatives with strategic goals, optimize use of resources and to ensure stakeholder satisfaction.
VISA: L-2 (S) VISA valid till 05/24/2027 with work authorization
CURRENT LOCATION: Greater Seattle Area (Kirkland), WA
CONTACT
**********.********@*****.***
LINKEDIN PROFILE
https://www.linkedin.com/in/giridharan-ramasamy-146b921/
CORE COMPETENCIES
CERTIFICATIONS
Certified Scrum Master
Salesforce Certified Administrator
Salesforce Service Cloud Consultant
Salesforce Certified Plat App Builder
Siebel 8 Core Consultant
Associate in Personal Insurance from Insurance Institute of America
PROFILE SUMMARY
A CSM certified IT professional offering 24 years of rich experience in Project Management, Program Management, ITIL/ITSM Service Delivery in CRM domain. Delivery of multiple end-to-end implementation & support projects across India, S.E Asia, Europe, and US geographies.
Proficiency in Agile Scrum and Waterfall methodologies with skills across all areas encompassing planning, scope management, schedule management, risk management and mitigation, cost management, stakeholder management, communication, vendor management & project execution. Adept at leveraging data to derive insights to make informed decisions. Well versed in project management and office productivity tools like JIRA, Azure Dev Ops, Power BI, Office 365 and Microsoft Project
Expertise in Salesforce Platform administration skills. Low Code / No code areas comprising Configuration, customization, SOQL/ SOSL, Sharing & Visibility, Platform security, Data management, Environments, Version control, CI / CD and deployments. Familiarity with Agent Force, Data Cloud, Apex, Visual Force, Lightning web components and APIs including REST and SOAP
Vast experience in ITIL & ITSM processes domain. Proven track record of managing complex support delivery across Incidents, Service, Problem and Change Management areas.
Lead cross-functional teams in Global multi-country program rollouts and a proven track record of delivering program within broad timelines and budgets. Cultivated cordial relationships with multi-cultural technical teams & vendor partners for successfully executing concurrent projects across APAC and EMEA.
Domain Expertise in Manufacturing, Insurance (Property & Casualty), Pharmaceutical Life Sciences, Health Care (Payer) and Consumer Goods specific to process areas covering customer relationship management, order to cash comprising quote & order management, order provisioning, contracts and billing.
WORK EXPERIENCE
Feb’25 – till date Starbucks (On Contract) Salesforce Operations Manager
Manage delivery support of Salesforce applications using Kanban scrum and Jira. Manage transition of support from incumbent to a new vendor
Apr’18 – June’24 Cargill Business Services Service Delivery Lead
Managed Global Application Maintenance and Support of Salesforce, Marketing Cloud and PROS pricing for business enterprises as part of managed services outsourcing contract. Delivered 9% Y-o-Y savings through continuous process improvements, knowledge management, and cross-skilling team members over a period of 6 years for business
Drove impact analysis of Salesforce release updates and feature retirements. Collaborated with Tech architects, Dev engineers and Dev-Ops team to reduce tech debt resulting in cost savings of over 100 K
Led a multi-cultural team of 21 members spread across globe in North America, Latin America, EU and APAC. Provided a positive customer experience to key business stakeholders and application owners by improving upon
oSteered Monthly Business Reviews (MBR) and Quarterly Business reviews (QBR) with partners to help them improve operational efficiency. Cut software licensing costs by 23% by developing a process for harvesting unused and underutilized licenses
Handled business user escalations as first point of contact across the globe, respond to critical outages, review root cause analysis, evaluate problem tickets and approve change requests. Delivered on continuous improvement initiatives to improve productivity
PREVIOUS EXPERIENCE
Dec’17 - Apr’18 Wipro Ltd. Principal Consultant
Supported pre-Sales for Salesforce implementation and migration of On-premise applications to public cloud platforms AWS and Azure for Insurance customers
Mar’07 - Nov’17 Cognizant Technology Solutions
Growth Path:
Mar’07 – May’10 as Project Manager
May’10 – Nov’17 as Senior Project Manager
Global Multi-Country Rollout Programs
Led two Global multi-country rollout of Veeva Salesforce across APAC and EMEA countries, that helped me gain expertise in managing large-scale projects with diverse stakeholder interests and geographical considerations. Rollout across 28 countries in a span of 14 months within a cost and schedule variance of approximately 17%
Gather insights from stakeholders through Pre-rollout assessments - Business readiness, People readiness, IT & Operations readiness and Infrastructure readiness. Performed Post-rollout evaluation of success criteria and increased user adoption by 24%
Project and Program Delivery
Managed a Portfolio of projects, P&L worth 6M USD in 2013 and leading a peak team size of 70 resources. Delivered ROI of 15% on complex Global Siebel CRM Support and enhancement programs with focus on technology transformation, tech upgrades, tech debt reduction and process improvements.
Managed project end-to-end delivery of the programs, meeting internal and external objectives pertaining to:
oEstimation, Risk, Scope, Time, Resource, Quality, Change Management, contract variations and additional services.
oValue-adds, continuous process and productivity improvement and manage escalations and stakeholder expectations
Pre-Sales and Consulting
Contributed to Practice building initiatives by sharing and embracing project best practices, developing productivity tools, team building initiatives, recruitment drives and leverage resources across the practice.
Developed Product score cards for practice based on vendor software product evaluation, Build vs Buy exercises. Performed detailed analysis of client requirements & considerations, mapped with key platform features, used factors and weightages to recommend solutions
Owned and responded to multiple Request for Proposals
Sep’03 - Mar’07 HP Globalsoft India Pvt. Ltd. Siebel Consultant
As Siebel CRM consultant worked on Implementation, Production Support and Pre-Sales support
Jul’00 - Sep’03 Tata Consultancy Services Business Analyst
Auto Insurance Rating Business Analyst in Insurance Domain. Pre-Sales Support for Life and Property & Casualty Insurance proposals
EDUCATION
2000
MBA
Bharathidasan Institute of Management, Bharathidasan University, Trichy
1996
B.Tech.
College of Engineering – Guindy, Anna University, Chennai
TECHNICAL SKILLS
Salesforce administration
SOFT SKILLS
Communication
Planning
Decision Making
Leadership
Problem Solving
PERSONAL DETAILS
Gender: Male
Languages: English, Tamil & Hindi
OBJECTIVE
Technical Project Manager
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