Ravi Soneji

Experience

• 

  Wipro

  Aug 2002 - Mar 2006

  I was leading a technically superior team of 15-20 Technical Support Associates, which offered End to End Technical Solutions (In bound) for one the world’s largest ISP for problems based on Connectivity, Application & Email on Macintosh computers. Providing second level support to AOL members calling in with technical issues.

  • Associate/Team Lead – AOL/Macintosh Voice Queue Tech Support

    Jul 2004 - Mar 2006

  • Technical Support Associate

    Aug 2002 - Jun 2004
• 

  Asure Software

  Apr 2006 - Nov 2011

  • UAT – Writing Test Cases and Functional Testing• Conduct Client Trainings over the Web (Administrators/Stake holkers)• Analyzing Change requests and functional issues reported by clients.• Constantly monitor the resources and work on optimization.• Conduct Project Management Activities like Planning, Execution, monitoring of day-to-day tasks and tracking them to completion.• Proactively conduct weekly team meetings to review the project plan and to discuss any roadblocks and possible solutions/work arounds.• Account Management - Manage high profile/high revenue clients and act as a single Point Of Contact for their ongoing issues, Change /Enhancement requests. Show less

  • Team Leader - Client Support/Account Management

    Jul 2007 - Nov 2011

  • Technical Support Analyst

    Apr 2006 - Jun 2007
• 

  Cornerstone OnDemand

  Dec 2011 - now

  Working with the leadership/Executives on reporting projects progress, group metrics like productivity ,, budget, resourcing and revenue. Hands-on with the teams, ensuring effective and timely project deliveries with optimal efficiency. Measuring and tracking against the budgeted hours and reporting the progress. Collaborate with various onshore teams such as Product, App Dev, sales, solutioning teams for our global high profile clients and prospects. Activities include requirements analysis, risk assessment, scoping and estimation.Tier 3 Manager – Managing a group of 4 teams comprising of 45 members (Developers, BSA and QA resources actively handling integration projects in the implementation phase of Cornerstone SaaS product for our global client base. Participates in Performance review, succession planning for these teams.Process improvement and Governance. Coaching teams on project delivery and quality best practices Ensuring team compliance on time/budget/quality for internal as well client SLAs. Influences with an impact - aligning executive vision with team goals thereby creating value for the organization as well as success for my teams. One of the key initiatives was developing visibility for projects starting with discovery/scoping phases, sizing them right and reporting variances in budgeted v/s actuals. Worked closely with various teams like consulting, client support and App Dev teams. By involving the right stakeholders and executives, over a span of 1year, I successfully brought down over-budget projects ensuring compliance by the teams, for both internal project teams and partners. This has helped the organization drive the key goal of increasing revenue generation by 300% via custom projects delivery. Show less *Built and Lead a team of 10 BSA members executing technical projects for our clients. Reviewing project requirements for feasibility, estimates and risk assessment *Collaborate with various onshore teams such as Product team, Application team, sales/solution teams to ensure prompt estimation for existing clients and prospects *Managing Escalations from Client facing teams *Prioritizing and re-prioritizing client projects based on revenue driven delivery model for optimal revenue recognition for the organization. Show less

  • Senior Engineering Manager

    Mar 2024 - now

  • Senior Manager, Delivery - Global Technology Services

    Oct 2015 - Mar 2024

  • Team Lead - Business Analyst

    Feb 2014 - Sept 2015

  • Senior Business Systems Analyst

    Apr 2013 - Jan 2014

  • Business Systems Analyst

    Dec 2011 - Mar 2013