1. Virag Gandhi
Mobile: +91 8431362160
E-Mail: viraggandhi17@gmail.com
EXPERIENCE SUMMARY
Overall 7+ years’ cross functional experience with various roles in different CRM with
complete CPQ module, ERP and Retail applications.
Extensive experience in end to end Project Management and Delivery including Project
Planning, Estimation, Team Management, Risk Management, Implementation,
Maintenance and Support.
Exposure to different delivery approaches from AgileSCRUM to waterfall with
onshoreoffshore and multi-vendor team model.
Proficient in task allocation and tracking, in building and implementing processes for
different teams, mentoring team members and evaluating team performance.
Result and target oriented and has the ability to meet quality targets within strict
deadlines by taking preventive and corrective actions as required.
Excellent client handling experience, maintained a CSAT of 4.5 on a scale of 5.
Simplified and Automated IT processes like mass opportunity/lead owner transfer utility
with automated user de-provisioning etc. which has reduced 15% incidents/tickets and
invested these saved time to R&D on new features and automate complex areas.
With commercial awareness and business knowledge, provided automated solutions as
value adds like Global license management, Data Quality SCORE Card etc. to different
engagements which have saved 20% of effortsmoney to the customer.
Successfully increased 25% team size and revenue with new engagements and keeping
existing engagements renewals in 1 year.
Turned project status from Red to Green for 4 critical engagements.
Broad and in-depth regional and global experiences in
Inquiry to Order Order to Remittance Services Business Processes and functionality
Implementation of Salesforce CRM, Apttus, ServiceMax and various AppExchange apps.
Sage SalesLogix CRM Application Support and Enhancements for ITO and CPQ Process
Various Retail Products Development and ERP Implementation
ONSITE EXPERIENCE
Achieved New Salesforce1 Mobility Engagement in Business meeting with APAC region
stakeholders in Singapore in July 2014.
Successfully turned Critical Client BMA Group, Dubai from Red to Green by providing
Support and Build a strong relation with client and company from Apr 2011 to May 2011.
Implementation of Key Government Projects (DAWASA and DAWASCO) of Sage Pastel
Evolution ERP and CRM modules in Tanzania from Oct 2009 to Feb 2010.
Implementation of Sage Pastel Evolution CRM modules in Dubai from Sept 2009 to Oct
2009 for in house project in 4Power Infocom FZ LLC.
KEY COMPETENCIES AND SKILLS
• CRM Applications
• Client Handling
• Business Analysis
• Customer Support
• Team Management
• People Management
• Planning & estimations
• Risk management
• Change Management
• Project Management
EDUCATION
2004 - 2007 B.E. in Computer Engineering, Mumbai University.
2001 - 2004 Diploma in Computer Engineering, MSBTE.
2. CERTIFICATION AND RECOGNITIONS
Certified Salesforce.com Administrator and Quote to Cash module by Apttus
Certification for Training Participation in Apttus, ServiceMax, Agile Methodologies, Scrum
Master, Function Point Estimations and Oracle 9i DBA.
Received excellent recognition at organizational level from CEO and CPO for Extra
Ordinary Contribution in Salesforce Engagement with Appreciation Certificate.
Received Kudos certificate in 2013 for Exemplifying strong work ethics, honesty,
ownership and adoptability
Received Star Synergy Team award with certificate in 2012 as Strategic Talent and
Achievers Recognition Program
Received Appreciation certificate in 2011 from Client CIO for valuable contribution in
SalesLogix Application
TECHNICAL EXPERTISE
Applications : Salesforce CRM, ServiceMax App, Apttus App, SalesLogix CRM, Sage
Pastel Evolution ERP, Sage CRM, ETP Retail Application, Microsoft Office.
Database : Oracle 9i/10g/11g, SQL Server 2005/2008
PROFESSIONAL EXPERIENCE
Birlasoft India Pvt. Ltd AUG 2011 - Onwards
Project Leader Role:
Responsible for delivering Global Salesforce, Apttus and ServiceMax platform project
team tasks in various areas like business analysis, admin and support, data load,
deployments, technical architects and new initiatives against agreed scope, schedule &
customer expectations.
Actively leading new initiatives and doing business requirement gathering, complete
project planning and estimation with multiple project teams.
Doing work allocation for various new initiatives/critical and high priority
issues/deployment/configuration activities and track their process till closure.
Doing capacity planning (Planned/unplanned leaves, shift planning for 24*5 admin
support team) and ensuring best utilization of the team with quality deliverables.
Facilitate better work environment to teams to get best quality deliverables. Mentoring
team members for their better development and provide them clear priorities, targets
and opportunities within project.
Lead weekly/bi-weekly meetings with client and regional teams for status updates,
delivery reviews, understanding their issues and address it.
Monitoring project risks and scope to identify potential problems and proactively
identifying solutions to address them in advance. Escalating promptly any issues that
may impact operations.
Managing client expectations by ensuring the delivery of the highest quality service.
Reporting daily/weekly status, issues and risks to program management team.
Leading, monitoring and evaluating 9 teams & 36 team member’s performance.
Handling commercial activities for T&M engagement like revenue estimations, accruals,
extra revenue generations and monthly billing.
Business Analyst Role:
Successfully turned Project Status from Red to Green in span of 3 months and built a
new team as required by the project.
Managing the SalesLogix Application deliverables from initial request through
estimation, approvals, finalize requirements, build and implementation.
Worked as Delivery Lead for all SalesLogix Deliverable and interacted with customer to
clarify and address Project issues - during development, and post-development.
Delivered Quality Techno-Functional UAT testing and achieved consistent zero
production defects for 3 months.
Document, review and control allocated SalesLogix Enhancement requirements and
Production Defects.
3. Project Status Reporting to Management on the progress of the project.
ETP International Pvt. Ltd MAY 2010 - AUG 2011
Support Analyst Role:
Resolved multiple ETP Products complex techno-functional Incidents/Problems with root
cause, impact and gap analysis with all support processes.
Acted as a customer advocate to Product Management (QA and Development) team.
Ensured proper escalation took place for unresolved issues and customer remains are
satisfied.
Managed customer’s expectations and ensured satisfaction with products.
4POWER Infocom FZ LLC MAY 2009 - APR 2010
Technical Consultant Role:
Responsible for gathering business requirements and writing requirement specifications
that successfully delivered necessary change in a manageable and non-intrusive way.
End to end implementation of Sage Pastel Evolution Accounting ERP and CRM.
Document, review and control allocated business and system requirements.
Delivered Functional and User Acceptance Testing.
Handling and troubleshooting support, database and configuration related issues.
Ambit Software Pvt Ltd. OCT 2008 - APR 2009
Technical Support Executive Role:
Implementation of SalesLogix CRM and SAGE CRM application (LAN and Web).
Creating testing environment for simulation of errors.
Applying patches and utilities in 24/7 live database environment.
Installation and troubleshooting of SalesLogix CRM, SAGE CRM and Knowledge Sync BI
application issues.
Making SQL queries and HTML events in Knowledge Sync BI application.
Cybersoft JUL 2007 - AUG 2008
Technical Support Engineer Role:
Maintenance of Systems, installation and configuration of operating system, languages
and applications, printers and sharing printers and files & folders, user quotas, users
creations, maintenance of users, user policies, group policies, troubleshooting in user
maintenance, intranet and mail accounts.
