Ishwaryaa Balaji
Solution Architect
Chennai,TN
Summary
A passionate SAAS product Solution Architect; possessing total experience of 14 years in IT Industry; Highly skilled in product implementation and customer on-boarding. Helping customers solving their business problems through implementation of Freshworks suite of products.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Solution Architect - Customer Onboarding
Freshworks Inc
07.2014 - Current
- Successfully onboarded 1400+ customers on Freshworks CRM by heading the solution team as part of Digital adoption program
- Delivered highly complex solution using Freshworks CRM & Platform as a Solution Architect for the project - CRM transformation - Internal implementation of CRM for Freshworks Sales team.
- Analyzed 1000+ FWCRM customers data and helped reducing the customer's churn by 2% annually.
- Developed deep, comprehensive knowledge of Freshworks product capabilities and constraints. This will include understanding the data pipelines and code base of our Developer SDK for different products
- Delivered hands-on configuration, development and integration services and serve in a delivery assurance capacity for complex implementations
- Lead design discussions including technical workshops, scoping and solutioning discussions.
- Presented roadmap and technology infrastructure to customers, demonstrating deep familiarity with APIs, platform infrastructure, security and integration capabilities.
- Data migration from customer's existing database to Freshworks platform
- Developed scripts in Ruby to achieve the product gaps on need basis
- Worked with clients post-implementation on user testing, debugging, support and maintenance.
- Conducted post-sale requirements gathering, analysis and documentation.
- Developed custom application using Freshworks Neo platform
- Co-ordination with product development, engineering and other services team to fill the gap in product road maps
- Created strong relationships with key decision makers as trusted consultant of Freshworks product line.
- Handled Demos, RFP and Presales activities and convert the customer by strong POCs
- Contributed in shaping up the Freshsales product right from initial phase of development through on-boarding the customers
- Joined as first QA member and formed a complete base of the product testing phase which involved complete testing life cycle processes.
Test Analyst
Dun and Bradstreet
03.2014 - 06.2014
- Responsible for delivering the high quality software products of DNB which helps DNB data to make crucial business decisions
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Prepared use case documents, test plan documents and responsible for a plan of test execution
- Created successful test scripts to manage automated feature testing,
- Delivered reports and root cause analysis and suggested betterment of the process to stake holders.
- Optimized test cases to maximize success of manual software testing.
- Participated in available trainings to improve software knowledge.
Test Engineer
ADR INFOTECH
01.2013 - 11.2013
- Responsible for delivering the bug free SAAS product (Revpro) which is a revenue recognition tool used in US market.
- Coordinated with Product Manager to understand the requirement and built the use cases for testing.
- Coordinated with development team to understanding the architecture.
- Involved in complete STLC which includes requirement analysis, preparation and execution of test cases, logging defects and preparation of test reports.
Test Engineer
CSC
11.2011 - 12.2012
- Active member of testing team and tested the software products of Progressive Insurance and Thomson Reuters which will majorly focus on data driven results using which business can make crucial decisions
- Involved in complete STLC which includes requirement analysis, preparation and execution of test cases, logging defects and preparation of test reports
- Followed the Agile methodology
Test Engineer
Ciber
07.2010 - 10.2011
- Deputed in customer place, Ford Chennai.
- Tested the SAP ERP (SD) functionalities which were specifically designed for Ford Motors
- Involved in complete STLC which includes requirement analysis, preparation and execution of test cases, logging defects and preparation of test reports
- Executed V-model and waterfall methodology projects.
Software Tester
TCS
07.2007 - 08.2009
- Joined as a Fresher and learnt the nuances of QA.
- Became a vital team member for testing the Nielsen software products which helps the Walmart business to make business decisions
- Co-ordinates with onsite team and customer to understand the business and gathered requirements for effective service delivery
- Co ordinates with development team to understand implementation for deriving better use cases and to ensure complete coverage of requirements
- Involved in complete STLC which includes requirement analysis, preparation and execution of test cases, logging defects and preparing test reports
- Involved in all phases of the testing including integration testing , system testing and UAT testing.
- Developed test plans and traceability matrices.
- Performed automated testing and analyzed test results.
Education
MBA - HR
ANNA University
Chennai 01.2007 - 12.2009
Bachelor of Science - Chemistry
Ethiraj College For Women
Chennai 06.2004 - 07.2007
Skills
Freshworks Product implementation
SDLC
Solution Optimization
IT solution development
Customer service and support
SalesForce Admin
Software development (Ruby on Rails, Nodejs)
MySqlCloud computing (AWS)
Data migration
API Integrations
Certification
Salesforce Admin
Timeline
Salesforce Admin
02-2022
Freshworks CRM Expert (Internal certification)
12-2016
Freshdesk Support Expert (Internal certification)
12-2016
Solution Architect - Customer Onboarding
Freshworks Inc
07.2014 - Current
Test Analyst
Dun and Bradstreet
03.2014 - 06.2014
Test Engineer
ADR INFOTECH
01.2013 - 11.2013
Test Engineer
CSC
11.2011 - 12.2012
Test Engineer
Ciber
07.2010 - 10.2011
Software Tester
TCS
07.2007 - 08.2009
MBA - HR
ANNA University
01.2007 - 12.2009
Bachelor of Science - Chemistry
Ethiraj College For Women
06.2004 - 07.2007