Project Manager, PMP, CRM, Cloud, Salesforce.com SFDC, On Demand

SUMMARY

PMP, over **+ years IT experience in successfully managing projects and programs in onsite and offshore team environments. Planned, directed, coordinated, executed and delivered CRM (On Demand/SaaS and On Premise) Sales, Service, and Marketing projects integrating ERP systems (Finance, Order Management, Warehouse, Contracts/Logistics) meeting client’s expectations and business needs.

Business Units/Departments include Customer Service, IT, Legal, Sales, and Marketing in High-Tech, Banking, Insurance, Semiconductor, Automotive, Aviation, Food, and Real Estate industries.

Proven organizational skills and ability to prioritize and manage multiple tasks across simultaneous projects. Effectively communicated with clients and teams, used resources, managed issues and risks resulting improved processes, lowered costs.

PROFESSIONAL EXPERIENCE

■ Over 10 years CRM experience in Oracle On Demand, SAP, Amdocs, Siebel, and Salesforce.com projects.

■ CRM functional areas include Lead, Activity, Opportunity, Campaign, Account, Complaint, and Case Management, SLA, Work Flow, Business Rules, Queuing/Escalation, Routing, Knowledge Base, Field Service, Logistics, Contracts, IT Service Desk, CTI, IVR, ACD, Reporting, and Analytics.

■ Successfully managed projects and programs with budgets up to $1 million.

■ Led, motivated, and mentored onsite and offshore resources (15-20) achieving project objectives.

■ Studied client’s business and technical environments. Evaluated and recommended solutions.

■ Collaborated with developers, testers, users, business partners, vendors, and management.

■ Conducted and facilitated client meetings that resulted in feasible project milestones.

■ Implemented, upgraded, enhanced, and migrated applications that improved business processes (60%-70%).

■ Managed data integration, conversion and migration projects to improve customer service and profitability.

■ Developed and executed deployment (cut-over) plans on time coordinating with cross-functional teams.

■ Identified and prioritize project issues and risks; negotiated/facilitated resolutions and contingencies.

■ Consulted with application and business owners; ensured all stakeholders are aware and involved.

■ Presented status reports to key stakeholders. Discussed on solutions for issues and requests.

■ Imparted training and facilitated user acceptance tests (UATs) for acceptance and sign-off on deliverables.

■ Coordinated with cross-functional technical teams and business units during project phases.

■ Worked with vendors and partners for demos, quotes for products and services for prospective clients.

■ Used project methodologies and processes resulting successful project deliverables.

■ Wrote statements of work (SOWs) and response to Request for Proposals (RFPs) during pre-sales activities.

SKILLS

■ Salesforce.com/SFDC

Administration, Customization, Visualforce, Apex, Triggers, Classes, API, Chatter

Outlook Integration, Customer Portal, Workflow, Approvals

Data Migration, Reports and Dashboards

■ Oracle/Siebel CRM On Demand

Administration, Customization, Configuration, Web Services Integration, Reports.

Migration from UpShot and legacy systems, Workflow Configuration, Data Rules & Assignment.

Worked with Oracle Support on issues related to configuration, customization, extend functionality.

■ CRM: SFDC, Siebel/Oracle On Demand, Amdocs/Clarify, PeopleSoft, and MS Dynamics.

■ ERP: Oracle, JD Edwards, SAP, PeopleSoft.

■ Reporting Tools: Actuate, Crystal, Excel Pivot Tables.

■ Java, Spring, Hibernate, Struts 2, PHP, ASP, C#, VB, .Net, JSP, XML, HTML, J2EE, and SQL.

■ Oracle 11g, Web Logic 11g, Red Hat Linux 5.4.

■ MS Project, MS Office, MS Visio, SharePoint, CMS, SDLC, and ITIL/ITSM processes.

■ Business Analysis, Application Integration, Data Analysis, Conversion, Migration, and Reporting.

■ Application, Web Servers; Citrix, DMZ.

■ Force.com, Windows Azure, Visual Studio, Eclipse, Bugzilla

■ MS Access, SQL Server, MySQL. IT Infrastructure, Security, Windows, UNIX, Linux;

PROJECT / EXPERIENCE DETAILS

Sejal Software Pvt. Ltd., Sr. Project/Delivery Manager (Consulting) 2009 – Present

■ Responsible for client communication and solution delivery.

■ Managing training/support on Salesforce.com (SFDC) CRM/Force.com projects.

■ Led team of 10 to develop/test/release on-line examination system (Java/Hibernate) for Indian Army.

■ Elicited requirements from tender documents, discussed with users to define functionality and scope.

■ Reviewed architectural and technical solutions.

■ Defined project scope, schedule and reviewed with client for approval.

■ Tracked project for scope, schedule and deliverable.

■ Managed issues by reviewing, assigning, and tracking in Bugzilla.

■ Managed releases with resolved/fixed issues and new features.

V-Soft Inc, Sr. Project/Program Manager (Oracle/Siebel CRM On Demand) 2008 – 2009

■ Led CRM delivery practice. Responsible for project delivery and pre-sales

■ Implemented Oracle/Siebel CRM On Demand to meet client’s business needs. Worked with clients and project teams and delivered solutions.

■ Studied client business requirements, mapped to the CRMOD functionality.

■ Led team to configure and customize CRM OD to meet client business requirements.

■ Led on-site and offshore teams to implement and migrate UpShot data into Oracle/Siebel CRM On Demand.

■ Worked with VP Sales to develop packaged solutions based no. of users, records, and configuration.

■ Designed campaigns to generate new business. Worked with sales team in proposal writing/responses.

■ Recommended solutions to meet business needs. Presented project status reports to management/clients.

San Jose Airport (Airport Technology Services), Project Manager (Consulting) 2007 – 2007

■ Coordinated and facilitated business process improvement workshops for the Airport department users.

■ Prepared and delivered RFP for an integrated service management solution for the Airport.

■ Reviewed vendor’s products, budget estimation for selection, and recommendation.

■ Collaborate with other project managers, presented project progress status to key stakeholders.

■ Improved 60%-80% processes that eliminated manual work.

Cognizant Technology Solutions, Asst. Manager - Projects (SAP CRM) 2006 – 2007

Clients: Schwan’s Food Company, City National Bank.

■ Presented PoCs to the client and worked with sales and technical teams in generating new business.

■ Implemented SAP CRM Sales, and Complaint modules. Worked with team in developing reports.

■ Conducted business requirements meetings. Prepared and presented project status reports.

■ Prepared and presented RFPs. Contributed in effort, resource, and cost estimation.

■ Led onsite and offshore teams to complete activities on time to meet project timelines.

Sejal Software, Project Manager (Independent Consulting – ClarifyCRM/Amdocs) 2005 – 2008

Clients: CTE, Nanometrics, and Accent Optical Technologies.

■ Prepared and presented project proposals for Clarify/Amdocs CRM implementation and enhancements.

■ Executed and delivered projects that resulted in new, improved processes and integrated systems.

■ Cold called prospective clients for new business. Provided quotes/cost estimations.

■ Conducted business requirements meetings. Prepared and presented project documents.

Infogain Corporation, Project Manager (ClarifyCRM/Amdocs, Siebel, PeopleSoft, SFDC) 1999 – 2005

Clients: KIA Motors America, Pacific Life Insurance, TIBCO Software, BEA Systems, SGI, Conexant Systems, Western Digital, Accent Optical Technologies, Newgen Results, Infogain, Nikon Precision, and Integral Systems.

■ Managed and led CRM (Clarify, Siebel, SFDC, and PeopleSoft) implementation, enhancement, upgrade, and data conversion/migration projects along with ERP systems integration using interfaces.

■ Coordinated with technical teams in effort, resource and cost estimations for proposals and SOWs.

■ Configured contracts and billing functionality. Designed and developed reports.

■ Implemented SLA functionality and reports to back charge internal departments for services rendered.

■ Executed delivery and migration of legacy system into Salesforce.com application for sales department.

■ Prepared and presented proposals. Demonstrated PoCs. Responded to RFPs working with sales team.

■ Resulted in 50%-80% process improvement, user productivity, customer satisfaction.

■ Enhanced customer support system to auto-create and update cases improving response time by 70%.

■ Implemented CRM based legal case management system that resulted in 60 % process improvement.

Offshore Digital Services, Inc. (ODSi) & Sonata Software Ltd., Sr. Systems Analyst 1997 – 1999

Clients: Hello Direct, Toyota Motor Sales, EnPointe Technologies, and LodgeNet Entertainment.

■ Contributed in project leader/member roles on design, customization, documentation, and testing of Clarify/Amdocs CRM systems resulting in projects success.

■ Delivered completed activities on time for testing and deployment of solutions.

Virgosys Software Pvt. Ltd. & Optimal Software, Programmer Analyst/Consultant 1995 – 1997

■ Owned and delivered application development projects completing activities and leading teams resulting in computerized systems with automated processes for business organizations.

EDUCATION / TRAINING / CERTIFICATION

■ Project Management Institute (PMI), PA, USA – Certification/Project Management Professional (PMP)

■ UC Extension, Santa Cruz (UCSC), CA, USA – Certificate/Project and Program Management (P&PgM)

■ Chalk Institute, CA, USA – Certificate/12 week group study of The Portable MBA from Darden School

■ Amodcs/Clarify University, CA, USA – Certification/ClarifyCRM 12.0, Clarify 6.0

■ Fortune Technologies, Inc, CA, USA – Course/SAP CRM 4.0/SD 4.7

■ Kakatitya University, Warangal, India – BS/Engineering, (E&I, passed with distinction and rank)

WORK STATUS: U.S. Citizen and OCI (Permanent visa to work for any company in India)

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