علاء الدين فارس

• Created comprehensive job aids and documentation, reducing employee onboarding time by
40%.
• Optimized Salesforce reports and dashboards, providing actionable insights for sales leaders.
• Collaborated with Sr. Salesforce Technical Architect and users to determine business
solutions and issue resolutions.
• Configured Salesforce environment, ensuring alignment with client business processes and
CTI integrations.
• Managed data migration using change sets from the development environment to
production.
• Administered Five9, provisioning, deploying, and monitoring applications and configuration
changes.
• Provided Level 3 production support and deployed hotfixes for Five9 and Verint Workforce
Management.
• Analyzed and presented key KPIs and trends using Excel Pivot Tables for data-driven
decision-making.

• Enforced GDPR requirements for payment information, ensuring compliance with data
protection regulations.
• Redacted sensitive payment data from recordings, enhancing privacy and security measures.
• Deployed an IVR platform to support the helpdesk (call center), tiered support, and transition
processes from beta to general availability.
• Engaged with clients to generate IVR Call Flow diagrams (VISIO) and optimize IVR systems
based on Five9 ACD with Call Distribution Algorithms, Priority Routing, Time-of-Day Routing,
Voicemail Routing, Web & Queue, and load balancing using cloud infrastructure.
• Crafted and optimized detailed architect flows, scripts, and IVR/ACD attendant scripts,
enhancing system performance and user interaction.
• Reviewed and gathered Business and Technical Requirements from stakeholders, ensuring
solutions aligned with business needs through an intensive documentation and evaluation
process.
• Drove Agile practices and Scrum processes, ensuring all Scrum meetings and artifacts,
including sprint planning, sprint reviews, sprint grooming, and retrospectives.
• Maximized PPM Clarity tools to efficiently gather, evaluate, and define IT project solutions,
streamlining project delivery and enhancing team collaboration.
• Directed the successful deployment and administration of the Virtual Observer system,
improving operational efficiency and workforce management.

My work includes managing and technically involving in all aspect of development team delivering enterprise solutions in service and resource allocate and management, workflow and web based system Phoenix, One Firm workflow platform that simplify and enhance the process of requesting, receiving and managing services which work globally across various Territories & countries like US, Canada, Mexico, Brazil, UK, France, Australia, Germany etc.

• Planned and conducted requirements elicitation meetings with the business to collect
functional and non-functional requirements related to Salesforce technology enhancements.
• Guided clients on CRM solutions for sales, marketing, and services teams by leveraging
Salesforce Sales Cloud and Marketing Cloud, offering techno-functional expertise.
• Enhanced service cloud support by implementing Email to Case, Web to Case, and call
center integrations to streamline case generation and entry into Salesforce Service Cloud.
• Performed in-depth analysis of Service Cloud business processes to implement FSL,
providing recommendations and making configuration changes to optimize processes.
• Conducted UAT by documenting test scenarios and provided end-user training prior to go
live, ensuring smooth system transition and user proficiency.

Developed, tested and maintained stored procedures, views, SSRS reports and agent jobs.
•Automated and migrating legacy reports to SQL servers.
•Provide production support, ad-hoc reports and investigated reporting issues.
•Participate in the on-call rotation and month end special reporting process.
•Power BI Dashboard development and maintain the service.
•Used SQL Server Integration Services, updated newest data into data warehouse by using Slowly Changing Dimensions such as Type1, Type2 and Type3 transformations.
•Built debugged packages to perform workflow functions such as FTP operations, executing SQL statements, and sending email messages.

• Consulted for PricewaterhouseCoopers (PWC), managing development teams and delivering
enterprise solutions for service/resource allocation, workflow management, and web-based
platforms like Phoenix and One Firm across territories, including the US, Canada, Mexico,
Brazil, UK, France, Australia, and Germany.
• Provided product support for Enterprise, Supply Chain, and Order Management applications
by gathering project requirements and resolving requirement conflicts.
• Wrote and reviewed Epic and feature/PBI user stories in collaboration with the core team,
business owners, SMEs, and required signatories to confirm Acceptance Criteria for tasks.
• Leveraged Azure DevOps as a cloud-based platform to drive seamless collaboration and
communication across all project stakeholders.
• Conducted user interviews both in-house and on client sites, gathering and analyzing
requirements using Azure DevOps to facilitate project success.
• Mediated conflicts and aligned requirements, boosting project alignment and stakeholder
satisfaction by 20%.

• Performed complex analysis of Hershey Cos network, including plant, co-manufacturing, co
pack, distribution, and transportation, providing recommendations supporting the mid-term
and long-term distribution network strategy.
• Transformed manufacturing processes, leading to a 20% reduction in production time and a
15% decrease in operational costs.
• Contributed to business process owner meetings, engaging subject matter experts in key
decision-making processes.
• Built contemporary knowledge of solutions, industry benchmarks, and trends in their area,
proactively collected and communicated best practices to development teams and peers.
• Leveraged logistics, SCM IT applications, and ERP systems, while mastering SAP MM/SD
modules to drive efficiency.

Successfully completed a 6-month practicum involving the administration and management of university databases.
•Creation/cloning of database instances for development and testing purposes
•Design, develop, and maintain optimized databases for testing, production, and training
•Provide ongoing consultation and documentation on the design, accessibility, and maintenance of database systems
•Monitor and optimize the performance of the databases
•Develop and implement the technical procedures, standards and security for databases
•Database backup/restore activities
•Production database support and issue resolution

• Exceeded objectives and earned three promotions within the food industries unit of DAL
Group.
• Launched a new animal feed company (Khafi) in 2011, developing a sales strategy that
resulted in a 30% market share increase within the first year.
• Conducted market research, identified product needs, and successfully launched two new
products, driving a 25% increase in sales revenue.
• Led a 15-member team in a data collection, sales planning, and user training project for DAL
in 2006.
• Implemented and integrated a Distribution Management System (Road Show) to optimize
sales and distribution channels, increasing sales volume by 30% and reducing distribution
costs by 25%.
• Increased profits by 30% and reduced distribution costs by 30% through process changes
and restructuring in 2006.
• Expanded the team for Coca-Cola bottling in Sudan (2004-2007) and defined the Sudanese
beverage market, utilizing SFDC for marketing and sales campaigns.