Project Management Scrum Master

*. IT Leadership Excellence Award in

Project Management.

2. Three times Bravo Award from the

Company.

1. Project planning and organization:

Demonstrated ability to develop project

plans, set milestones, and allocate

1. Results-oriented and detail-oriented individual with a strong background in information Roshan Mansa

Roshan Mansa

Pune, Maharashtra

91.775-***-****

***********@*****.***

Salesforce Admin 201

2016

Salesforce Advanced Admin 211

2017

Salesforce Certified AppBuilder

2017

Salesforce Service Cloud

Consultant

2018

PMP Certification

2023

Scrum Master

2023

Completed

April 2019

Information Technology, Master of Business Administration Gyan Vihar School of Engineering & Technology, Jaipur Jaipur, Rajasthan

Feb 2024

Harman International - Current

Pune, Maharashtra

Developed a comprehensive project plan, including scope, budget, and resource allocation.

Coordinated with stakeholders to gather requirements, resolve issues, and ensure timely project delivery.

Implemented Agile methodologies to increase team efficiency and streamline communication.

Assisted in the planning and execution of software implementation projects for multiple clients.

Collaborated with cross-functional teams to ensure project deliverables met client expectations.

Monitored project progress, identified risks, and devised mitigation strategies to ensure on-time completion.

Prepared project status reports and presented updates to stakeholders. Managed the end-to-end implementation of a cloud-based infrastructure project for a global client.

Coordinated with internal teams and external vendors to ensure timely completion of project milestones.

Oversaw quality assurance testing, addressed technical issues, and ensured project met client requirements.

Led a team of developers and analysts, ensuring adherence to project timelines and budget constraints.

Conducted regular project status meetings, identified and resolved project risks and escalated issues as needed.

Conducted research and analysis to identify project risks, issues, and provided recommendations for mitigation.

TRAINING &

CERTIFICATIONS

AWARDS &

HONORS

SKILLS

PROFILE • ABOUT ME

EDUCATION

WORK EXPERIENCE

Marks 6.5% CGPA

Technical Project Manager

Technical Project Manager

technology and project management. Committed to delivering high-quality projects on time and within budget by leveraging my technical expertise and leadership skills. resources effectively to ensure timely

and successful project completion.

2. Leadership and team management:

Proven track record of leading cross-

functional project teams, coordinating

activities, and resolving conflicts to

achieve project objectives.

3. Stakeholder management: Strong skills

in building and maintaining

relationships with key stakeholders,

including clients, team members, and

senior management, to ensure project

alignment and satisfaction.

4. Budgeting and financial management:

Experience in creating project budgets,

monitoring costs, and making strategic

financial decisions to keep projects

within budget constraints.

5. Technical expertise: In-depth

knowledge of IT systems, software

development methodologies, and

technologies used in project

management, enabling effective

communication with IT teams and

comprehension of project

requirements.

6. Agile and waterfall methodologies:

Familiarity with both Agile and

waterfall project management

approaches, and ability to select and

adapt the methodology to suit project

requirements and team dynamics.

7. Communication and reporting: Strong

communication and presentation skills,

including the ability to articulate

complex technical concepts to non-

technical stakeholders and deliver

progress reports to keep all parties

informed.

8. Problem-solving and decision-making:

Demonstrated ability to analyze

problems, develop creative solutions,

make informed decisions, and

implement effective problem-solving

strategies to overcome challenges and

meet project goals.

9. Vendor management: Proficient in

selecting and managing external

vendors, negotiating contracts, and

ensuring vendor compliance to meet

project objectives and deliver high-

quality solutions.

Jul 2021

- Jan 2024

Analyzing briefs and project requests from clients. Assessing risks, opportunities, deliverables, and threats Visual force Java for projects. Developing goals, tasks, and plans of development for Salesforce projects. Liaising with clients and management about timelines, costs, and project objectives. Managing a team of developers, consultants, and support teams in developing Salesforce projects.

Sep 2016

- Oct 2019

Managing the customer support departments day-to-day functions. Responding to escalated customer support issues. Implementing customer support processes to enhance customer satisfaction. Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends. Jan 2013

- Aug 2016

Drive and improve service stability through rapid incident detection and response. Restore service as quickly as possible through the execution of the major incident management processes. Provide service protection functions including the management of risk scenarios and execution of detailed incident close-out activities. Provide process governance and compliance oversight for all incidents. Assist in the detection and prioritization of incidents using key Service Management tools and processes. Continuously develop and implement improvements to tools and processes to support W&SM (Workplace & Service Management) KPIs Assist in providing full incident communications services to our technology and business teams and help maintain these tools so they are always fit for purpose. Participate in post-incident review forums and activities if required. Identifies vulnerabilities. Participates in the analysis of log files to identify and collect artifacts related to security incidents. Jun 2010

- Dec 2012

Worked as Sr Technical Support Engineer with Aloha Technology Pvt Ltd with a project called Propalms TSE. Propalms Terminal Services Edition is an application-delivery management program that works within the network- centric, server-based computing paradigm. It was a server and web-based Assisted in developing project plans, defining project scope, and tracking progress against project milestones.

Prepared project documentation, including project charter, status reports, and presentations.

Persistent Systems Ltd

Pune, Maharashtra

Salesforce Inida

Hyderabad, Telangana

Sr. Application Support Engineer

HCL CDC Pvt Ltd

Pune, Maharashtra

Aloha Technology

Pune, Maharashtra

Salesforce Technical Project Manager

Success Agent Tier 2

Technical Support Engineer

Windows

Android (for mobile devices)

iOS (for Apple mobile devices)

macOS (previously Mac OS X)

Microsoft Office (Word, Excel,

PowerPoint)

Salesforce

Slack

English

Hindi

Marathi

10. Resource allocation and optimization:

Skills in strategically assigning

resources, optimizing team utilization,

and balancing workloads to increase

productivity and achieve project

objectives.

11. Time management and prioritization:

Ability to effectively manage multiple

projects, prioritize tasks, meet

deadlines, and adapt to changing

project requirements and business

priorities.

Gender

Male

Marital Status

Married

Father's Name

Mr. Suguna Mansa

Nationality

Indian

Address

Languages – Salesforce

Web Components – lightning-button lightning-input lightning-card lightning- datatable lightning-record-edit-form

Database – CustomerDatabase, SQLDB, Query Language (SOQL) Web Servers – Microsoft Internet Information Services (IIS) CMS – Magento, Blogger

Development Tools – Salesforce Developer Console, Salesforce Extensions for Visual Studio Code, Salesforce Lightning App Builder, Apex, Visualforce computing solution that offers application provisioning and environment configuration from one familiar, easy-to-use Management Console. Being associated with Propalms TSE I have handled 5 members of the team, out of 5 three were L2 Tech Support engineers and two were Manual Software Testers. Took care of Support critical and Product-critical issues. Support critical issues are handled with the highest priority by providing web-ex remote support, web- ex meetings, Conference Salesforce Service Cloud Consultant Salesforce Certified Platform App Builder Salesforce Certified Admin (ADM201) Salesforce Certified Advanced Admin 211 Scrum Master Project Management Gender Male City Pune Country INDIA Marital Status Married Certification Personal Information calls, or over the phone.

Feb 2007

- Nov 2009

Handling Customer Administration. Technical & and commercial Validations for Authorized customers. i.e. Site, Site contacts, and land location codes. Debt failure of the customer. Checking necessary details in orders & and processing the rectified order in SITA's Siebel Tools like BOSS (Business Operation Support System), SESAM as well as customer Tools like FILED and OPAS. Communicate with the customers for Technical & and commercial validation failures. Assigned valid activities to different Teams to follow up on the order till the delivery is done. Communicate with the PM (Project Manager) as well as SDM (Service Delivery Manager) regarding Router related problems like modification, cessation, addition, and migration.

Customer Support Associate

WNS Global Solution Pvt Ltd

Pune, Maharashtra

Implemented a comprehensive project communication plan, facilitating effective collaboration and ensuring stakeholders were informed at each project stage.

Led a cross-functional team of developers, designers, and testers to deliver a complex software solution ahead of schedule.

Streamlined the project management process by implementing project management software, resulting in a 20% decrease in project duration. COMPUTER

PROFICIENCY

LANGUAGES

PERSONAL

INFORMATION

ENGINEERING/TECHNOLOGY

CAREER HIGHLIGHTS

S/232 Shastri Nagar Yerwada

Pune

Pune - 411014

Maharashtra

Completed

1. Volunteering to assist in organizing IT conferences or seminars focused on project management

2. Contributing to open-source IT projects as a project manager or coordinator Successfully managed multiple IT projects simultaneously, balancing competing priorities and ensuring timely delivery. Led a team in developing and deploying a cloud-based infrastructure, improving system stability and scalability by 40%. Actively monitored project progress and resource allocation, ensuring effective utilization of resources and mitigating bottlenecks. Collaborated with stakeholders to gather project requirements, ensuring alignment with business objectives and delivering solutions that exceeded expectations.

Project Salesforce CRM Implementation for a Global Sales Team

Period:

Client: Led the end-to-end implementation of Salesforce CRM for a global sales team across multiple regions.

Responsibilities: Oversaw project planning, stakeholder management, budgeting, and resource allocation. Worked closely with the Salesforce team to customize functionalities, integrate third-party tools, and ensure user training.

Achievements: Successfully implemented a unified CRM platform, resulting in improved sales pipeline visibility, enhanced lead management processes, and increased collaboration among global sales teams. Project Salesforce Service Cloud Optimization for

Customer Support Department

Period:

: Managed the optimization of Salesforce Service Cloud for a customer support department to streamline case management and improve customer satisfaction.

Responsibilities: Oversaw requirements gathering, system configuration, customization, and user acceptance testing. Coordinated with the support team to implement automation, improve knowledge base management, and enhance service level agreements.

Achievements: Achieved a 20% reduction in case resolution time, increased customer satisfaction ratings by 15%, and implemented advanced reporting mechanisms for performance tracking.

EXTRA CURRICULAR ACTIVITIES

PROJECTS

January 2022 - June 2022

July 2022 - December 2022

I, Roshan Mansa, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.

Responsibilities: Led the integration project including data mapping, workflow automation, lead scoring configuration, and campaign synchronization. Coordinated with cross-functional teams to ensure seamless data flow and process consistency.

Achievements: Enabled real-time data synchronization between Salesforce and the marketing platform, resulting in improved lead conversion rates, optimized campaign performance, and enhanced lead nurturing processes. Project Salesforce Lightning Experience Rollout and User Adoption Program

Period:

: Directed the rollout of Salesforce Lightning Experience for a large organization and spearheaded a user

adoption program.

Responsibilities: Planned and executed the rollout strategy, conducted training sessions, gathered user feedback, and addressed usability issues. Collaborated with the Salesforce team to customize the Lightning interface and enhance user productivity.

Achievements: Achieved 90% user adoption within the first month of rollout, conducted targeted training sessions resulting in a 30% increase in user efficiency, and received positive feedback from stakeholders regarding the enhanced user experience.

Project Salesforce Data Migration and Legacy System Decommissioning Project

Period:

: Managed a Salesforce data migration project and

coordinated the decommissioning of legacy systems. Responsibilities: Led the data migration strategy, mapping of data fields, testing activities, and migration cutover plan. Collaborated with IT teams to ensure a smooth transition and managed the retirement process of legacy systems post-migration.

Achievements: Successfully migrated data from legacy systems to Salesforce without data loss, decommissioned outdated systems, and optimized data integrity within Salesforce for improved reporting and analytics capabilities. DECLARATION

July 2021 - December 2021

Jan 2023 - June 2023

Project Salesforce Integration with Marketing Automation Platform

Period July 2023 - December 2023

Managed the integration of Salesforce CRM with a

marketing automation platform to align marketing and sales processes.

Roshan Mansa Pune, Maharashtra

03/07/2025

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