CRM systems specialist at BC Ferries
Years of Experience
trailhead by salesforce, icfai, university of pune, kendriya vidhalaya
bc ferries, vodafone, aricent, tech mahindra, tech mahindra, tech mahindra, tech mahindra, infosys, infosys, infosys
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2019 - Present
CRM systems specialist
Maintain and support CRM business applications. Ensure access and security compliance of customer data. Performance tuning of application environments.
2017 - 2018
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.
2016 - 2017
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.
2015 - 2016
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.
2013 - 2015
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.
2012 - 2013
Programme management office assistant for UK telecom major
2011 - 2012
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
2007 - 2011
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.
2005 - 2007
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.
2005 - 2006
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.
Customer Relationship Management (CRM)
Enterprise Resource Planning (ERP)
2016 - 2018
trailhead by salesforce
Integration , Adminstration
2008 - 2010
2000 - 2004
university of pune
1987 - 1999
S.S.C - C.B.S