Puneet Verma

Salesforce Program Management, Presales, Consulting, Delivery & Solutioning

Participating in client discovery sessions working with
technical and functional team members to identify the
right solution for each client.
Working with the client to translate their needs into
detailed requirements and eventually translate to user
stories.
Working closely with the Technical Lead to ensure the
business requirements are accurately translated into
technical requirements, and the team has all the
information required to action.
Liaising with clients and management about timelines,
costs, and project objectives.
Managing a team of developers and consultants in
developing Salesforce projects.
Developing metrics for each project to determine paths
to success.
Team enablement - confirm the technical team has all
the technical tools required to start work (Sandboxes,
Licenses, etc.)
Sprint planning - manage scrum/agile ceremonies,
including huddles, backlog grooming, increment
planning, retrospectives and sprint demos.
Risk management - identify and mitigate project risks,
implementing strategies to minimize impact of issues,
controlling deviations from the project schedule and
estimated costs.
Preparing and manage project schedules, burn reports,
status reports and change orders..

Primary responsibilities include, but are not limited to:
1. Design and Governance
 Understanding business requirements and suggest suitable approach(es)
 Producing a high level architecture to cater to requirements
 Providing high level estimates
 Leading technical design sessions with all stakeholders
 Developing integration concept
 Providing governance in areas of Coding, Propagation, Org setup, Reviews etc.
 Preparing Governance control document and ensure every team and vendor follows it.

2. Solutioning
 Translating high level architecture/business requirements into well-architected solutions that best leverage the Salesforce.com & Success Factors platform
 Architecting and documenting solutions that are aligned with client business objectives and landscape keeping in mind functional, non-functional requirements and TCO.
 Spreading Awareness of products/solutions available on Salesforce platform and AppExchange
3. Development & Integration
 Overseeing the development of custom solutions and interfaces leveraging the Salesforce.com platform
 Spreading Awareness of programmatic solutions on the Salesforce platform including Apex and Visual Force
 Knowledge sharing of integration architecture as well as third-party integration tools and ETL (Such as Informatica, Dell-Boomi, Jitter bit etc. ) with Salesforce.com
 Integrate salesforce platform with other solutions in Client landscape like SAP, Active directory etc.
 Owning responsibility for ongoing development
 Knowing various data migration approaches
4. Implementation project participation
 Conducting configuration reviews for ongoing projects to ensure that customization is minimized
 Reviewing delivery of custom development, integrations, and data migration elements of a Salesforce.com implementation
 Designing test plans to ensure a quality solution is delivered
 Suggesting and implementing best practices for release management and environment management

Corporate Training in:
1. MS SharePoint 2013
2. MS Office 365
3. SalesForce CRM Administration & Development

• PROJECT: The Entertainerme.com, a MNC having association with more than 10k merchants in 16 countries serving 2 for 1 offers through printed books and apps was seeking for a enterprise level organization wide global implementation solution in SF that will include all its core business processes starting from capturing business through lead to conversion to accounts to creating opportunity/opportunity products to creating offers through the custom developed module offer engine, activating offers for them to appear in the App version of the book, well tracking both paper and app redemptions in SF. http://iprosonic.com/service-salesforce.php
o Domain: Entertainment/Retail/Kids/Services/Travel; Technology: Sales Force CRM, AppExchange, Sites.com, Apex, Visual Force, Reports, Dashboards, Web to Case, Web to Lead, Chatter, SalesForce Outlook integration, Freshdesk-SF Integration, Google Apps etc.

• Architected complete data model, identified business logic, integration points with Magento cart, BIRST business intelligence.
• Identified the business requirements through meetings, trainings to business users and transformed them into technical specifications; prepared project documentation, rolled out implementation from staging to production.
• Managed all basic and advanced level Sales Force Administration (point and click) configuration activities
• Created KPI dashboards & reports for global Operations team, Connect - Loyalty/White label team, Customer Support, Human Resource; Integrated Freshdesk Ticketing System with SalesForce.
• Performed Human Resource Automation for HR department automating the entire process from entry of an employee to exit.

Product Development Manager (Product Management & Engineering)
Reporting to Chief Technical Officer and leading a vendor team of developers and designers.

PROJECT: FRiENDi Mobile, leading Mobile Virtual Network Operator (MVNO) a strategic partner of Virgin Group wanted to change the branding, look and feel, functionality, navigation experience of the website and Web Self Care(WSC) to achieve the minimum click through experience, offer its mobile customers capabilities of online recharge through debit/credit card and support other advanced features.

Domain: Telecom
Client: Friendi Mobile

• Involved with Sales team in writing high level estimates, Vendor Selection, contracts, Request for Proposal (RFP), Business Case and Statement of Work (SOW).
• Prepared Scope statement, identified Minimum Launch Requirements (MLR) and alerted product development office of the problems, issues and suggested work around solutions hindering project completion.
• Acting as a prime from Presales to final delivery; for project integration, scope, time, cost, communication management, requirements elicitation, project deliverables & meeting technical project documentation needs in Agile environment from planning to performance.
• Acted as a liaison between vendor team and business users to get the requirements implemented as per the project plan.
• Administered Microsoft Small Business Server 2010 and performed email management etc.
• Built and enhanced understanding on telecom related terms to better manage and execute business requirements to link strategic goals with operational actions and tactical tasks.
• Liaised with OPCos - Oman and KSA team to build the content and other deliverables for the Website and WSC in English.
• Performed functional testing and validation of the subscription management module of the WSC and the navigation of the website developed in the Navisite Content Management Solution (CMS).
• Monitored changes on UAT and Staging server before deploying on producton.
• Prepared a launch check list t ensure domain navigation, A records, MX records etc. pointing to the right location.

Environment & Tools: Microsoft Small Business Server 2010, MS Project 2010, MS Office 2010, Navisite CMS 4.0, Ms Visio 2010, Microsoft Windows SharePoint Services 3.0

Project Achievements:
• Monitored the web site traffic and Increased no. of site visitors, subscribers to the Web Self care system by 70%.
• Tracked social media statistics and devised strategies to increase customer engagement / traffic to push them to use WSC and show interest in product offerings.
• Drove raised percentage of visits on virginmobilemea.com and friendimobile.com by 80%.

• Acting as a prime for communication management, requirements elicitation, project deliverables for various retailers & meeting technical project documentation needs in Agile environment from planning to performance.
• Managed infrastructure management for installation, administration, configuration and customization of Sales Force platform for Procter & Gamble (P&G’s) Trade Information Exchange (TIE) application.
• Multiple client project & infrastructure management in MS.NET & MS SQL Server 2008
• Analyzed existing web site for. DIFM.com merchant’s registration & service provider CRM module for Systel’s client and proposed new site architecture.

Project Achievements:
• Improved operations management by providing all business processes in different screens required for new product launch that resulted in increasing productivity and savings of $10 million due to order cuts by retailers.
• Maximized information's usability and manageability by 60% through effective information architecture that eliminated content chaos.
• Achieved Better Corporate Governance.

• Acting as a prime advocate & expert of IT / Web / Product Support Communication for US Clients of Webgility product - The eCommerceConnector (eCC v1.9.1, v2.0, v2.1, v2.2) & services by Phone, Email, Chat support & Goto Net meeting sessions and lead the open source application development in PHP frameworks for various projects - Monkey Trades, LQQ (Estadeboda).
• Coordinated the collection, description, analysis and prioritization of requests for new product functionality from customers and prospects.
• Created detailed use cases, business requirements, and marketing requirements. Involved in product road map planning and ensuring that release / upgrade goals is met and client feedback traced.
• Direct or Indirect involved by acting as a liaison in the Business development with the goal of aligning the business requirements of its new & existing clientele with long term solutions.
• Formed Support processes built product road map, policies for enforcement standardization and quality achievement in Sugar CRM.
• Supported marketing, sales and support through leading the development and maintenance of various technical marketing collateral including application notes, FAQs, product notes, user guides, field training presentations, online marketing content and demos.
• Developed and implemented account management strategies, consulting and advising clients to define product requirements, as well as management of the sales process from initial contact to contract approval.
• Ensured that SLA’s are followed and the set metrics achieved and working on attainment for reducing no. of contacts per customer.
• Documented and reported problems and recommended solutions/improvements to program managers in Knowledgebase. Participated in product performance benchmarking activities in Bug tracking system.
• Performed product demonstrations at trade shows, online seminars, and other events.

Project Achievements:
• Increased product sales by 400% through unparalleled support.
• Maintained more than 96% satisfaction rate.
• Reduced the number of contacts per customer by integration of all customer services channels.
• Tracked no. of visitors completing an order and improved the cart abandonment rate to 60%

• Assisted the Project Manager in creating the project plan by defining the corresponding release strategies detailing planned releases, functionality to be included, iterations, timelines, major deliverables and dependencies in managing in house project of revamping the ITU website using .NET Nuke framework.
• Incorporated special workflows to facilitate required auditing processes for public content, proxy settings so that system notifications do not go unanswered, content versioning, complete site structure control, enhanced roles for users, content locks, and specially built pages for a frequently asked questions (FAQ) section and customer service form.
• Participated and contributed for standardizing a process for project check out and check in by all teams, setting up the directory structure and process of achieving synchronization for better version control.
• Performed Planning, designing, and implementing web site structure and navigation layout with server side includes and dynamic content.
• Trained in house business users of the departments on Adobe Contribute CS3 4.1 for editing and managing the web portal content.
• UAT test plan and test scenarios, identifying UAT test data & assisted in furnishing deployment / technical cutover plan to build production environment for the various portal/portlet releases.

Project Achievements:
• Monitored no. of tickets on information needs about technology - email assistance, website access etc.

Maintained the dept GIT web site and suggested changes keeping the web site fresh and regularly updated with up to the minute information and changes.
Project: Pittsburg State University, based in Pittsburg, KS incorporating new online learning management system (LMS) migrating from Black Board to Angel LMS 7.3. The Angel Learning Management Suite providing complete set of Enterprise teaching & learning tools was a new cyber communication program for the students and instructors overcame the complexity and inflexibility of blackboard systems that often get shut down due to increasing user load.
Partnered with internal customers in Requirements Analysis along with PSU OIS team & defined and flow charted existing and to-be business processes using Microsoft Visio and Power Point; incorporated business processes into User Requirement Specifications and Functional Requirements
Summer Project: Apr ’07 - Jul’ 07 Westar Energy, electric utility company based in Kansas enhanced the utility bill payment module so for the customers to have ease of access through internet of their electricity bills and be able to make their payments through different modes.
Reviewed, Analyzed their internal DMS storing bills of customers and ensured integration with new web interface and its access by 10 digit customers account number.
Documented all the documents as per govt. guidelines and PMO standards during each phase of SDLC supporting the document needs.
Academic Projects
• As a role play consultant, analyzed & designed on Suburban Hospital’s, Bethesda, MD and St. Bernards Hospital, Jonesboro, AR case for implementing Electronic Medical Record from EPIC System and compliance with HIPAA.
Designed Marketing Plan for Motorola’s RFID technology, Performed Financial Statement Analysis for Toyota and presented a term paper on Digital Dash Board Systems for Management Control Systems course.
Presented Term Paper on '21st century Web site features for health care organization.

Project Achievements:
• Measured and accounted for improved load performance by 90% on migration to Angel LMS.

• Acted as a prime advocate of IT Support Communication at offshore for US Clients with Gatesix, marketed IT Support & Internet Marketing plans for Gatesix & invented ideas of better customer support and enhancement thorough technology resulting in reduction of service response time and more satisfied client base.
• Spearheaded team of developers, web designers & QA engineers on various web development projects in PHP and Dot Net & aided in reorganizing management of IT support team of Gatesix and delegated responsibility to exceed set goals including restructuring and self role fortification & mastered time management and application of SDLC skills through effective and efficient project management strategy fortifying the IT partner business model of Gatesix.
• Mediated the business development of Gatesix by managing incoming sales leads and prospect follow ups in Quick Base & mastered and streamlined IT Support processes under supervision.
• Restructured, Documented & facilitated IT support processes to ensure prompt and quality services into Microsoft Compiled HTML help file using ROBOHELP and stored in the repository performing SACM - Software Assets Configuration Management using Subversion.
• Performed Domain Management, Web site support & design, SWPlesk and Urchin Management, Third party product purchases like SSL certificate renewals, and application support & worked on Basic Image Editing in Fireworks.
Provided Application support by answering FAQ’s of third party products like Visnetic mail flow & performed QA Analysis on web sites on test server before go live & in the build environment before going for another release.
Managed development of STI Physical therapy & Rehabilitationhttp://www.strengthtrainingrehab.com and Gilbert Family & Cosmetic Dentistry http://www.drzamani.com health care portals.
Explored and mastered various IT Support and Management tools in CRM & performed Web Site & email administration on web site and managed server configuration.

Project Achievements:
• Increased no. of customers on paid support by 80%.
• Reduced customer service calls by half by identifying of pages visited immediately before the call and identifying the events that lead to the call.
• Tracked support tickets and documented recurring problems creating a database for level 1 support.