Mukesh Sharma
Kolkata
Summary
Multi-talented Service Manager successful at handling customer issues quickly. Reliable and result-oriented IT specialist with 13+ years of experience in Cognizant. Have domain experience in CRM Life Science and Travel and Hospitality.
Currently working in Salesforce support project and completed Consumer Goods Cloud, Health Cloud, Salesforce Admin, PD1, App Builder and Salesforce AI certificates.
An energetic, self-motivated associate with hands on experience in development, support and requirements gathering. Having good analytical and problem-solving skills.
Good Knowledge on Various SQL Tools i.e. SQL Loader, Toad, SQL Developer, apex Loader, Informatica PC and Informatica on-cloud. 7 years of experience in Siebel development/support projects. Having experience in software development and utilizing like Siebel, UNIX scripting, Oracle PL/SQL, UC4 Automic Software, ASP.NET, C#, ADO.NET.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Manager and Technical SME/Manager
Cognizant Technology Solutions
Kolkata
05.2023 - Current
- Managing 15+ Salesforce CRM Applications along with 3 Siebel CRM Applications
- Salesforce support Analyst and developer
- Worked on Salesforce Administrator, configuration,Integration and Customization support and Enhancements
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Monitored service performance metrics to identify areas of improvement.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Created detailed reports on service activities for senior management review.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Trained new employees on the use of customer relationship management software systems.
- Configured custom objects, fields, formulas, page layouts, record types, validation rules and workflow rules.
- Performed troubleshooting on existing applications within the Salesforce platform.
Team Lead
Cognizant Technology Solutions
Kolkata
06.2018 - 05.2023
- Salesforce Lead and Support Analyst
- Leading the support team for multiple Salesforce and Siebel applications in Sanofi
- Involved in multiple releases and Maintenance activities from offshore
- Involved in Functional calls with the business on a regular basis
- Involved in few important activities like data refresh, Data/Files movement, O365 migration, DR testing activities
- UC4 SME
- Innovation & CSI Champion
Technical Lead and SME
Cognizant Technology Solutions
Kolkata
11.2017 - 06.2018
- Technical SME for loading IMS data in VEEVA application
- Loaded IMS data in VEEVA application using Apex Data Loader
- OneKey/ IQVIA provided data was loaded in the application after validation.
- Load data in Custom objects like Accounts, Call, Call2 Details, Territory, Users, Cases, Reports etc.
EIM Developer, Senior Support Analyst/Developer
Cognizant Technology Solutions
Kolkata
07.2013 - 11.2017
- Worked in Biogen Delivery projects, CCS Integration & Support projects. Team lead in few projects.
- Closely worked with business teams in analyzing the raw data from legacy systems.
- Developed Technical design documents, Unit testing scripts and Integration testing scripts.
- Implemented Extraction, Transformation and Loading (ETL) process by pulling large volume of data from various data sources using DTS/SSIS.
- Migrated data between different heterogeneous sources such as Flat file, Excel 2005 using SSIS.
- Worked with different control flow elements like Data Flow Task, Execute SQL Task, Script Task and Send Mail Task.
- Used different data flow elements like Flat File, OLEDB, Excel Sources, Destinations and Data Flow Transformations like Data Conversion, Conditional Split, Derived Column etc.
- Automated Inbound data flow using Siebel workflows and Data Transformation Service packages.
- Developed Validation SQL Scripts and perform testing for data conversions.
- Developed Data Mapping Documents to map source systems to destination systems and also developed IFB files for Siebel EIM Load.
- Built automated email scripts to monitor Daily Interfaces.
- Developed Outbound data flow using Siebel workflow, PL SQL code and EIM.
- Designed and developed several inbound and outbound interfaces based on the requirement.
- Lead several incremental teams.
- Trained people to understand the data model and Data conversion processes
- Resolving Service Centre tickets that are raised by clients.
- Preparing Status report in project
- Innovation & CSI Champion
SAS Programmer
Cognizant Technology Solutions
Kolkata
02.2012 - 07.2013
- Team Member and Technical work with SAS and Oracle
- Developing SAS checks for Team.
- Developing, checking Domains in SAS-Format, as per SDTM standards.
- Implementation of automated checks for checking in Oracle format.
- Developing, checking the Maps and Mapping logic for clean building of domains.
C# Programmer
Cognizant Technology Solutions
Kolkata
11.2011 - 02.2012
- Analyzed business requirements and designed appropriate software solutions using C#, ASP.NET, and SQL Server.
- Analyzed and Prepared Templates for UI Design.
- Connected with database using LINQ technology linking of the designed pages.
- Written JavaScript code for navigation
- Written client and server-side code in C# for UI design.
- Done unit testing of the applications.
- Done analysis and design of the templates for the UI part
- Done peer review to ensure bug free delivery.
- Gathered technical and domain knowledge.
VB .NET Developer
Cognizant Technology Solutions
Kolkata
06.2011 - 11.2011
- Analyzed and Prepared Templates for UI Design.
- Done designing of new Web Pages using Telerik controls.
- Linking of the designed pages.
- Written JavaScript code for navigation
- Written client and server side code in VB.Net for UI design.
- Done unit testing of the applications
- Done analysis and design of the templates for the UI part.
- Done peer review to ensure bug free delivery.
- Gathered technical and domain knowledge.
Education
Bachelor of Technology - Electronics And Communication Engineering
M.L.V Textile And Engineering College
Bhilwara, Rajasthan01.2010
Skills
- Salesforce Administrator
- Salesforce Customization and Configurations
- Salesforce Consumer Goods Cloud
- Salesforce Service Cloud
- PL/SQL
- UNIX scripting
- Batch scripting
- Siebel Tool, Informatica 961, Service Now, TOAD
- SFDC VEEVA platform
- SQL/SOSL
Certification
- Health Cloud Accredited Professional
- Salesforce Certified AI Associate
- Salesforce Certified Administrator
- Salesforce Certified Platform Developer I
- App Builder
- Platform App Builder (Dec, 2019)
- Oracle PL/SQL Developer Certified Associate (2012)
Accomplishments
- Received Associate of the quarter award 5 times in Cognizant.
- Star of AVM Q3 award in 2017
- Innovation champion award in Biogen projects in 2015.
- Outstanding performance in RSI project using latest .NET technologies” award from BKC in T&H on DEC 2011.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Bengali
Beginner
A1
Websites
Technology and Tool - Worked in Past
Tools:
Siebel Tool , UC4- Automic Software, Informatica 9.61, Service Now , TOAD,SFDC VEEVA platform,Force.com Workbench, SAS, SQL DEVELOPER,MS SQL, CDISC
Technologies:
VEEVA CRM, Informatica/ Informatica on-cloud, Unix scripting, C#/VB .NET
Languages:
PL/SQL,UNIX scripting , C# , VB .NET, Batch scripting, SAS coding
Timeline
Service Manager and Technical SME/Manager
Cognizant Technology Solutions
05.2023 - Current
Team Lead
Cognizant Technology Solutions
06.2018 - 05.2023
Technical Lead and SME
Cognizant Technology Solutions
11.2017 - 06.2018
EIM Developer, Senior Support Analyst/Developer
Cognizant Technology Solutions
07.2013 - 11.2017
SAS Programmer
Cognizant Technology Solutions
02.2012 - 07.2013
C# Programmer
Cognizant Technology Solutions
11.2011 - 02.2012
VB .NET Developer
Cognizant Technology Solutions
06.2011 - 11.2011
Bachelor of Technology - Electronics And Communication Engineering
M.L.V Textile And Engineering College
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