Senior Development Manager Service Cloud Resume Example

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(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
  • Dependable CRM expert bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills.Excels in recruiting and talent acquisition, as well as process reengineering and improvement.

  • Oracle CRM product development
  • Agile methodologies
  • Continuous integration
  • Test-driven programming
  • Business process improvement
  • Managing multiple projects simultaneously
  • Project planning and development

  • Resource Management
  • Team Leadership and Mentoring
  • Service-oriented architecture
  • Change control management
  • Web application implementation
  • Certified Scrum Master
  • Hadoop Certification
University of Mumbai Mumbai, India Expected in Bachelor of Science : Electronics - GPA :
  • Cloudera Certified Developer for Apache Hadoop CDH4
  • Siebel 7.0 Core Consultant - Siebel University Agile - Scrum Management
  • Seasoned Software Development Manager successful at developing product road maps and leading cross-functional software teams from prototype to release. Excels at project cost planning and iterative development.

Work History
Abbott Laboratories - Senior Development Manager - Service Cloud
Cardington, , 10/2013 - Current
  • Managed software development team for building a cloud product within Oracle service cloud product.
  • Conducted several technical design discussion to create a Minimum Viable Product (MVP).
  • Built REST API to support continuous integration of the cloud product.
  • Effectively communicated project status to project stakeholders.
  • Developed and implemented complex Internet and Intranet applications on multiple platforms.
  • Established compatibility with third party software products by developing program for modification and integration.
  • Coordinated with systems partners to finalize designs and confirm requirements.
  • Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
  • Built application platform foundation to support migration from client-server product lines to enterprise architectures and services.
  • Designed strategic plan for component development practices to support future projects.
  • Consistently met deadlines and requirements for all production work orders.
  • Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
  • Provided methodologies for object-oriented software development and efficient database design.
  • Recommended architectural improvements, design solutions and integration solutions.

American Express - Senior Principal Engineer/Manager - Support Portal
Sandy, OR, 06/2011 - 10/2013
  • Managed mid-size team to build mission critical back-end service application that is fronted by one of the largest customer support portal (
  • Managed production quarterly released projects with Agile Scrum Management and engaged cross-functional teams across the business to achieve a shared vision of the support organization - 'Customer Satisfaction'.
  • Core Service Request Management (SRM) business process for cloud, software and hardware flows including customer service entitlement, issue logging, resolution, business metrics, data analysis and data security.
  • Consolidated and decommissioned several Merger & Acquisition legacy applications after bringing them into mainstream J2EE based support application.
  • Worked with customer and employee facing portal and mobile application development team to provide technical and functional inputs.
  • Integrated with several critical A2A systems like HR, work force management, notification systems, field service application, Knowledge Base, data cleansing used by Oracle Support Organization.
  • Integrated with internal SAAS and OnDemand application to create automated tickets using Oracle fusion middleware technology.
  • Supported several OLTP to OLAP ETL processes to help produce business intelligent analytics dashboards.
  • Managed communication of progress/status within the core SRM team and externally (Infrastructure, Operations and PSR) and escalated issues as necessary to Oracle Release Management Board.

Newcrestimage - Principal Engineer
, , 08/2009 - 06/2011
  • Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.

Oracle Corporation - Senior Engineer II
, , 02/2006 - 07/2009
  • Architect-ed, designed and developed several new Interfaces required for the support back-end used by Oracle Support Portal.
  • Developed business critical interfaces using Oracle entitlement and installed base.
  • Presented pilot phase to Oracle executives leadership recognition.
  • Architect-ed, designed and developed BPEL APIs/Web Services used by partner application.
  • Designed EJB/JPA based CRUD Rest APIs with role-based interceptors to shield unprivileged data access.
  • Worked with Oracle product development to fix numerous issues with the Siebel 8.0 Web Services.
  • Key player in SQL performance tuning.
  • Mentored Oracle US and Bangalore, India team in Siebel 8.0 Web Service.
  • Designed and coded an ETL+EAI interface that integrated Oracle CRM OnDemand application with Oracle CRM OnPremise back-end to merge and cleanse customer contact data in the OnPremise back-end application.

Siebel Systems - Lead Engineer
, , 2006 - Current
  • Designed user interface sales opportunities, Quotes & Order including Payment integration with Cybersource, MS Outlook Integration, CRM - PeopleSoft ERP Integration, Data Migration, Multi-Lingual Implementation etc.
  • Product Configurator for Quote / Order Management, Single Currency reporting, Quote Approval process for discounts, Channel tracking of Opportunities, Analytics for Order and Quotes etc.
  • Account and Contact Management.
  • Developed a code for Promoting Prospects to Contacts, Validation of OnDemand Prospects, List Management, Campaign approvals, integrating with PRM etc.

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Resume Strength

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Resume Overview

School Attended
  • University of Mumbai
Job Titles Held:
  • Senior Development Manager - Service Cloud
  • Senior Principal Engineer/Manager - Support Portal
  • Principal Engineer
  • Senior Engineer II
  • Lead Engineer
  • Bachelor of Science