Profile

Alok Dutt

CRM systems specialist at BC Ferries

12.6

Years of Experience

Education

trailhead by salesforce, icfai, university of pune, kendriya vidhalaya

Companies

bc ferries, vodafone, aricent, tech mahindra, tech mahindra, tech mahindra, tech mahindra, infosys, infosys, infosys

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Experience

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    2019 - Present

    bc ferries

    CRM systems specialist

    Maintain and support CRM business applications. Ensure access and security compliance of customer data. Performance tuning of application environments.

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    2017 - 2018

    vodafone

    Assistant Manager

    Tactical development (Vodafone European Operating entity) – Steered service improvement activities (sales and marketing applications) mainly from automation and process improvement. Managed to reduce manual effort by 60%.Successfully started delivery of IT systems availability reports and breach analysis. Reduced the stabilization phase significantly post go live.Streamlining deployment processes and part of team implementing DevOps at an initial stage.Focused on improving service of Digital platform apps.

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    2016 - 2017

    aricent

    Network Specialist

    Worked on Client (Chinese Telecom OEM major) premiseCustomer - Telecom operator in Kuwait.Working as an SME for Siebel CRM application. Part of responsibilities include transition from customers premise to client premise (Global service centre). Performed technical due diligence and business analysis. Also successfully led early life support after migration.

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    2015 - 2016

    tech mahindra

    Associate Business Consultant

    Problem Analyst - German Automobile MajorMember of Service management office handled Problem management process for the client’s electrical and engineering stack of applications.Performed root cause analysis (RCA) on IT infrastructure, applications and databases using proven problem analysis methodology.Liaised with L2 and L3 support teams for technical analysis and investigation of problem tickets.Published root cause analysis reports.Performed investigative analysis and reporting on chronic incidents.Published daily availability report with detailed analysis of availability failure causes and actions taken.Provided feedback in Problem Management and RCA calls with the customers, internal support teams and executive management.Identified and drove corrective and preventive actions for the IT infrastructure and development partners.Communicated with IT infrastructure partners and business partners.Provided metrics and trending analysis to identify the major drivers of IT incidents.

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    2013 - 2015

    tech mahindra

    Sr Software engineer

    Siebel 8.1 CRM L2 support for Nigerian Telecom majorL2 support activities.EIM jobs automation, monitoring and enhancement.Deployment activities.Application management like healthcheck and performance tuning.

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    2012 - 2013

    tech mahindra

    PMO

    Programme management office assistant for UK telecom major

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    2011 - 2012

    tech mahindra

    Assistant Consultant - Tech

    Provided L2 support for the client’s (UK telecom major) Customer Management Platform stack of applications.Handled Incidents , Raised defects for Developer teams, Worked on change requests and liased with Change management team for the same.SIEBLE CRM application support

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    2007 - 2011

    infosys

    Application Support Analyst (Specialist)

    Worked on managed services project for U.S Healthcare major as an Application support Analyst.Job responsibilitiesProvided application support for the client's mainframe applications. (L1 and L2 support)Production and enhancement support. Reviewed service requests and assigned the same to ADM team.CICS applications supportHandling a team of 4 members across different domains.Workload balancing across different domains.TAT reports ,Monthly, weekly status reports for the client.Ensured applicable contracted service levels are met. Utilize Technology Analyst (TA) as a key component.Timely reviewed and submitted Service Performance reports and when required, develop and implement action plans to resolve issues causing SLA breaches.

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    2005 - 2007

    infosys

    Executive Operations

    As Part of Channel sales operations for Cisco systems Global Contact centre Pre-booking team.Performed Metrics Management and reportingLoad and Performance reporting of client's ERP system, UAT for ERP system.

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    2005 - 2006

    infosys

    Test Engineer

    Processed and validated purchase orders.As part of channel sales operations for US Network OEM manufacturer Global Contact centre Pre-booking team.Worked on ERP -Oracle applications E business suite Oracle 11i project 11i (EVEREST) ERP testing Oracle E business suite from ver 10.7i to 11i customized for the client Performed Parallel testing, smoke testing, Writing test cases for different workgroups , Load and Performance reporting of new ERP system, UAT for new ERP system.

Experience

23 Skills

analytics

Automation

business analysis

CRM

Customer Relationship Management (CRM)

DevOps

Enterprise Resource Planning (ERP)

erp

Healthcare

IT Operations

Mainframe

Manufacturing

marketing

Networking

operations

performance tuning

Process Improvement

Sales

security

Six Sigma

Stakeholder Management

test

testing

Education

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    2016 - 2018

    trailhead by salesforce

    Ranger

    Integration , Adminstration

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    2008 - 2010

    icfai

    MBA

    Operations

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    2000 - 2004

    university of pune

    B.E

    Mechanical

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    1987 - 1999

    kendriya vidhalaya

    S.S.C - C.B.S

    Science

Colleagues at bc ferries

Alok Dutt

CRM systems specialist

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Others named Alok

Alok Verma

Senior Software Engineer

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Alok Kumar

Intern

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Alok Tiwari

Associate Software Engineer

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Alok Tiwari

Senior Developer

 at bc ferries

Alok Edasseri

Senior Product Designer

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Colleagues at vodafone

Mahmoud Ali

System Engineer

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Manali Hande

Network Engineer

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Manish Chetiwal

Mobility Engineer

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Marina Adel

Software Test Lead

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Colleagues at aricent

Pushkar Tiwari

Software Engineer

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Rahul Rai

Senior Software Engineer

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rajat gautam

software developer

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Rakesh Kumar

Software Developer

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Ranjan Mamgain

Senior Technical Leader

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