Dinesh Merrill M.J.

Experience

• 

  CSS Corp

  Feb 2004 - Aug 2019

  • Current span of control is managing team of System Analysts, Web Designers, Salesforce developers /testers and technical writer.• Ensure Project Management routines, E2E operations / delivery processes are aligned to Agile methodology – SFDC CRM implementation, Configuration/ Integration requests, FR's / CR's and review the assigned SR's raised via JIRA / Zendesk/ CASE Tracker and team.• Monitored SLA and tracked team metrics while handling the team into multiple Sales Cloud and Service Cloud Implementations.• Liaison with Architect & BA to arrive at Effort estimations using WBS / Use Case approach.• Proposed POC to build business solutions (Customer 360’), (Primeshare GDPR) for EU enterprise clients.• Responsible for creating RAID while drafting RFP/ RFQ and SoW renewals. • Setup business process for clients and draft Sprint action plans / Sprint demo session along with daily scrum routines.• In-charge of executing MTP plans, Project charter, Risk and mitigation plans towards project management.• Overview Test Cases, SIT Plan, UAT Plans and ensure smoke tests are carried out after production deployment. Show less • Performed GAP / Impact Analysis, during requirement gathering and discovery phase.• Monitored and structured weekly training plans based on updates provided by the Team managers• Continuously reviewed the metrics of team and restructured the training programs, drafted training plans and assisted engineers by updating the knowledge Base• Structured KRA / KPI for the cloud support team for tracking the performance of Salesforce developers.• Conducted extensive interviews to identify and recruit developers / Testers for requirements across SFDC Accounts.• Initiate huddle - meetings with the team on weekly basis and enable knowledge sharing sessions.• Reviewed High priority requests / TCG and structured KCS approach during CASE creation in customer portal. • Evaluated products and building POC’s that are required to meet the customer’s dynamic business Show less • Spearheaded and responsible for BPA solution through social media analytics. • Identified and deployed process automation for tracking follow-ups along with SLA parameters for enterprise wireless client. • Presented findings and recommendations to middle management for approval; and followed through with a work plan to meet the goals.• Structured PHP solution on product simulator for new hire training, creating & testing POC’s and implemented virtualization to reduce costs.• Leverage wide ranging talents in computer technology and staff leadership, to effectively manage organizational change, mitigate risk, infuse new ideas, and provide project deliverables on-time.• Managed and chaired weekly cross-functional meetings with business and task owners to track gap and Effort analysis.• Liaison with TAC engineers for tracking RCA (Product 360 analysis) to record issues reported by customers. Show less • Analyzed the client business requirements and assigning the work to the team members, guiding them on various parameters, following up with them to ensure timely closures.• As Lead, provided directions to developers by understanding business processes, gathering system requirements, identifying potential business process automation areas, managing scope, and ensuring that an appropriate system work flow is designed for business users.• Created wireframes, project charter for development tasks and prepared Gantt chart for the same.• Ensured that the systems developed had scalable DB design to accommodate adhoc feature request and future enhancements with third party integration. Show less Was Responsible for migrating and porting developed tools to test server / live server and launching the tool. • Played vital role in organizing demo’s and walk through of tools developed to business owners and users. • Did AS-IS analysis, Dipstick analysis over live case dumps, to reach second level drill down on RC and provided recommendations to reduce Backlog, improve dipping metrics, resolution, case closure and increase positive CSAT surveys.• Did comprehensive Analysis over causes and issues, helped in effective structuring of client Knowledge Base.• Data Mining done manually to drill down reported cause verses actual cause.• Analyzed CRM dump to frame categorization to drive intelligence leading to variation in process and data. Show less Ensure smooth operations of Knowledge Engineering Team. Accountable for creating Proof of Concepts (POC), structuring Business processes Automation, implementation of prototypes and applications for in-house projects during pilot phases. Providing direction to developers (System Analysts) by understanding business processes, gathering system requirements, identifying potential business process automation areas, managing scope, and ensuring that an appropriate system work flow is designed for business users.Responsible for generating KE reports (TAC Analytics, CSAT Analytics, Escalation & Backlog Analytics) Accountable for preparing corrective and preventive actionable - Ability to capture, trend, and link data needed to solve issues / gaps, improve processes, suggest next action inferences, Top Resolutions. Structuring and building variety of reports to tracking TAC Metrics , CTQ – parameters, identifying critical Bugs , Change Request and implement preventive measures. Performed AS-IS Analysis and Dipstick Analysis - over live case dumps, to arrive at drill downs by performing RCA (Root cause Analysis) and determine the actual cause against reported cause of high severity cases. Also provide recommendations to reduce Backlog, improve dipping metrics, resolution, case closure and increase positive CSAT surveys. Show less • Responsible for resource augmentation of pilot projects.• Working hand in hand with the recruitment team, service readiness team and training team to identify TAC engineers internally for pilot projects & existing clients.• Translating client resource specifications into RRF’s and preparing Job descriptions for niche skill sets. • Liaison with resource management group (RMG) to identify hybrid skilled professionals through various channels (vendor management).• Coordinate with specific vendors and training partners to poach hybrid skilled engineers for critical open strategic positions.• Initiated and kick started the action of referring skilled resources through career progression from other SBU.• Structured employee referral programs.• Interacted with BU heads/ Project managers to identify probable resources for strategic positions.• Conducted extensive interviews to identify TAC engineers for clients like Nortel Networks, Alcatel, Aruba Networks, SUN, BMC and Juniper networks in networking vertical for TAC environment working on strict service level agreements (SLA) Show less • Handle Level 2 calls escalated by L1 engineers.• Was the First level escalation point for a team of 15 engineers• Monitored and structured weekly training plans based on updates provided by the Team managers• Continually reviewed the metrics of team and restructured the training programs Drafted training plans and assisted engineers by updating the knowledge Base• Identified key talents and formed resolution team to handle customer escalations• Structured KRA / KPI for the technical support team for tracking the performance of engineers• Conducted extensive interviews to identify and recruit engineers for requirements across the project[L1 / L2 Support and email support]• Tracked the CSAT feedbacks of customers and deployed tenure engineers to rework for fixes on specific DSAT feedbacks. • Was in-charge of configuration of VOIP products and also providing assistance in troubleshooting additional features like FAX and call routing• Tracked escalations and worked on building knowledge base• Ensure all the engineers reporting adhere to process meeting the SLA parameters.• Ensure the customer needs/expectations are being met on by the engineer on first call basis.• Suggest areas where the team members need to improve on their technical areas.• Work with the team to generate "Tech Tips", notes and presentations on a regular basis by updating the knowledge base.• Test and improve product knowledge also report bugs and incompatible issues to next level engineers.• Plan huddle - meetings with the team on weekly basis - knowledge sharing sessions• Review all the top issues with Team Manager.• Was a panel member in doing technical interviews while hiring the candidates• Working knowledge of CRM Tools and debug tools like CC Admin configuring the phone ports on the devices.• Fixed issues by updating firmware on routers and phone adapters and updating the same to the engineering team. Show less • Providing Network Solutions to SOHO market clients in the US.• Efficiently adhered to the process in meeting the SLA by providing first call resolutions (FCR) and CSAT.• Configured and troubleshoot wireless networks working on 802.11 a/b/g standards.• Helped clients in installing Ethernet adapters, PCMCIA cards, USB adapters, and wireless cards in different operating systems.• Hands on experience in upgrading firmware for routers and wireless access points• Report bugs to the engineering team and keep track of unresolved cases by following up.• Report fixes and patches of third party vendors to escalation team.• Configuring and troubleshooting Wireless broadband Routers and wireless adapters through utility software or wireless zero configuration. Show less

  • Manager

    Jan 2018 - Aug 2019

  • Associate Project Manager

    Jun 2015 - Dec 2017

  • Team Manager

    Jul 2013 - May 2015

  • Lead Business Analyst

    Jul 2012 - Jun 2013

  • Senior Business Analyst

    Jul 2011 - Jun 2012

  • Business Analyst

    Jul 2009 - Jun 2011

  • Executive

    May 2007 - Jun 2009

  • Escalation Lead- Vonage Inc [VOIP]

    Jun 2005 - Apr 2007

  • Application Engineer - SMC Networks

    Feb 2004 - May 2005
• 

  Acqueon

  Sept 2019 - now

  Sr. Project Manager

  Acqueon is an innovative provider of conversational engagement software empowering over 5 billion customer interactions annually. Acqueon helps in customer-centric brands orchestrate campaigns and proactively engage with consumers using Omni channels like voice, messaging, and email.