Information Technology Professional with over eight years of track record of working collaboratively with IT, sales and technical teams of different sizes. Proven and practical experience in CRM, ERP, business analysis, and systems analysis. Also versed in performing data migration, quality assurance, product management, and project management. Achieved improved operations efficiency and maximized business scalability by taking broad, cross-departmental view of the organization. Reviewed the business flow, organizational and departmental policies, and processes and procedures to leverage system capabilities. Promoted effective use of the multiple business application to operate in a manner that enables team to meet organizational goals.

Work History

Work History
Mar 2008 - Present

IT & Systems Analyst

A & A Computers, Inc., Santa Clara, CA Experience
  • Led, Assessed and Designed project phases ranging from requirements gathering to configuration on design alternatives and till go-live with both business and technical teams
  • Managed multiple project delivery phases (design, implement, deploy) to customize Salesforce objects (e.g. page layouts, tabs, fields, etc.) per business requirements.
  • Performed customizations for various standard objects including Accounts, Contacts, Leads, Opportunity, Campaigns, Product, Price book, Case Management, and Knowledge Base
  • Built and delivered custom/ad-hoc reports and queries, along with Operational and Management dashboards for the Sales and Marketing teams to effectively analyze KPIs and key matrices to refine their approach to more efficiently interact with their customers and better train the Customer Service team
  • Designed and led testing of CRM Security Roles and Profiles based on internal control procedures and security rules
  • Performed data cleansing, reconciliations, and migrations with tools such as CSV, Data Loader, LexiLoader and Jitterbit to import/export data from objects
  • Captured key CRM processes to improve data quality (e.g. creating a mandatory reason for lost opportunities using validation rules), automating Salesforce (e.g. opportunity closed date email alert using workflow), implementing approval processes (e.g. approval process for deals greater than certain amount) by designing and testing workflow rules, validation rules and approvals
  • Supervised Solution Development Lifecycle for custom application development projects for hospitality, healthcare and professional services industry to achieve functionalities not available with out of the box solutions
  • Assessed the requirements and analyzed the gaps to be fulfilled via either custom development or research and implementation of AppExchange apps
  • Liaison with Developers to steer the build efforts for triggers, Visualforce Pages, and Apex Classes, systems integration projects per requirements
  • Led end-user training on effective use of various objects of CRM systems and to improve user adoption corresponding organizational processes

SAP Business ByDesign (cloud ERP) Experience
  • Led CRM and Service Desk module implementations using SAP Implementation Methodology including phases ranging from discovery, designing, scoping, configuring organizational structure, testing, and go-live activities
  • Implemented organizational business processes and best practices to streamline and structure sales, marketing, and customer support processes throughout-the company
  • Performed data migration of master and transaction data using SAP import tool along with reviewing data quality and accuracy of migration template
  • Led user training session and created training documents to facilitate effective use CRM and Service Desk modules and to improve user adoption
  • Designed custom reports and dashboards for management and business users to capture key matrices and KPIs while assuring the appropriate access rights of the users to be in compliance with company policies
  • Managed project expectations while actively collaborating with other cross functional and technical implementation teams to achieve desired project outcome

Sep 2006 - Feb 2008

IT Enginner

EC-Manage, Inc., Fremont, CA & Bangalore, IN 
  • Managed implementation projects of CRM, HRMS, and ATS software to improve and reorganize business processes across the company
  • Opened and managed IT consulting branch in Bangalore, India, which consist team of five including three direct and two remote employees


Aug 2003 - May 2005

Bachelor of Science - Management Information Systems

San Jose State University

Academic Focus: Management Information Systems (MIS), Business Administration & Management


Nov 2013 - Present

SAP Cloud for Customer


Including SAP Cloud for Customer, SAP Cloud for Service, SAP Cloud for Social Engagement & SAP Cloud for Travel and Expense

Aug 2011 - Present



(Exam Passed)

Jan 2011 - Present

SAP Business ByDesign - Service Advisor


Organizational Affiliations

  • Taproot Foundation (Non-Profit Organization) December 2014 -  Present
  • Member of Information Systems Audit and Control Association (ISACA) December 2010 – Present
  • Member of Association of Computer Machinery (ACM) August 2008 – Present
  • Member of International Project Management Institute (PMI) August 2005 – Present

External Activities

  • Provide pro bono skilled based consulting to Non-Profits