Vishal Mankar

• Delivered projects on time and within budget constraints, resulting in successful completion rates consistently above the industry average.
• Enhanced system efficiency by conducting thorough analysis and optimizing business processes.
• Streamlined operations for increased productivity by identifying gaps and implementing effective solutions.
• Collaborated with cross-functional teams to develop optimal strategies that aligned with organizational goals.

Abstract

MSD Implementation involves providing a MSD application named ClientLink as a stable application in order to track their Lead till the Opportunity

The project aims to implement sales solution to internal Clientlink team, which they can use for managing their Leads throughout the Sales flow.

Setting up a seamless flow from the Lead creation till Opportunity and Invoice

Roles and responsibility

• Involved in Functional Testing across all modules and Integration

• Analyzing Use cases and Design documents and Creating Test cases accordingly

• Involved Identifying defects and coordinating with build team to resolve them on priority

• Giving support during QA, SIT & UAT test execution

• Proposing new requirements (in needed) and making existing requirements better during each testing phases

• Worked on tools like JIRA, confluence etc.

• Preparing/validating training manuals according to the change in requirement

• Keeping track of change logs and descope functionalities

• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
• Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
• Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
• Improved project efficiency by analyzing business processes and identifying areas for improvement.

MSD Implementation involves multiple initiatives (Internal ABN AMRO clients) providing a MSD application as per their business requirement & working mechanism.

The project aims to implement sales solution to all ABN AMRO initiatives, which they can use for managing their Leads throughout the Sales flow.

Process include the creation, nurturing the Leads with multiple forms, rule, customizations till Opportunities is successfully getting won/lost.

It also includes managing all customer interactions in CRM using Activities. Email configuration in place to track Outlook emails to CRM.

Till date, I have successfully implemented an MSD app for all below ABN AMRO internal clients,

1. Payday

2. ID & Pay

3. Zonnepanelen Zakelijk

4. Trapsgewijs kopen

5. Achteraf Betalen

• Setting up an Standard MSD application along with Business process flow which ABN follows for the demo purpose

• Giving demo to all initiatives to make them understand what the MSD and how it works

• Gathering requirement based on their current business working mechanism and creating a MSD app for them

• Implementing, Business process flows, Workflows, Business rules, fields and forms customization according to initiative’s needs

• Creation of charts, dashboards according to the data users wanted to view in MSD

• Migration of data using traditional export import methods in MSD

• Documentation of every detail along the Visio diagrams of sales flow

Functional Validation/Testing

Client- CHUBB (US)

Abstract- Agency onboarding process involves multiple users providing details and verifying information regarding an Agency Prospect record which is in the process of being onboarded as an Intermediary

The project aims to implement sales and customer service solution to have a customer, prospect stakeholder repository which get synced from SAP and have MuleSoft integration in place to trigger new created customers

Managing all customer interactions in CRM using Activities. Email configuration in place to track Outlook emails to CRM.

Roles and responsibility

• To understand requirement from client, stakeholders and configure them in Dynamics 365

• Involved in Data Migration activities and Data import (Excel based) functionality.

• Creating Data Dictionary excel file for various entities involved in multiple apps

• Involved in Language Translation for Thailand region.

• Environments build task for EMEA, APAC for UAT and Development instance

• Prepared FetchXML reports for various entities based on conditions.

Functional Validation/Testing

Client- Guest Experience Management System (GEMS) - China

Abstract- Project involves requirement gathering & testing on multiple modules like, Guest Profiles, OMS, Contact Center, Case Management, and Integration

Roles and responsibility

• Involved in Functional Testing across all modules and Integration

• Analyzing Use cases and Design documents and Creating Test cases accordingly

• Involved Identifying defects and coordinating with build as well as Onshore team to resolve them on priority

• Giving support during QA, SIT & UAT test execution

• Proposing new requirements (in needed) and making existing requirements better during each testing phases

• Worked on tools like JIRA, confluence etc.

• Preparing/validating training manuals according to the change in requirement

• Keeping track of change logs and descope functionalities

Client- RSL Lifecare Limited (Australia)

Abstract- My Aged Care is aimed at older people, their families, and careers as well as service providers, and offers information on aged care as well as help in finding local providers such as aged care homes.

It also offers online services to help users find information about aged care service providers and assessors, plus online fee estimators to check the pricing of home care packages and residential care.

Project involves testing on multiple modules like, RAC, RL, HC and Integration

Aged care is basically divided into three categories:

Roles and responsibility

• Involved in requirement gathering as a part of Functional team

• Handled the initial requirements and fields details based on the continuous discussion with Onshore team & client.

• Managed details like, fields, fields types and come up with new Business rules, Business process Flows

• On time creation of PBI's and tracking their status everyday

• Discussing these PBI's in detail with Dev team and assigning them for the build

• Involved in Functional Testing as a part of helping hand

• Analyzing Use cases and Design documents and Creating Test cases accordingly

• Involved Identifying defects and coordinating with build as well as Onshore team to resolve them on priority

• Giving support during QA, SIT & UAT test execution

• Worked on tools like JIRA, confluence etc.

Client- Qatar Airways

Roles and responsibility

• Dynamics 2013 On-Premises Case management and Data migration from.

• Involved in Configuring and customizing of application.

• Involved in Creation of end-to-end case management structure for Customer feedback portal.

• Importing Data through SSIS.

• Creating Solutions and installing solutions.

• Customizing Sitemap.

• Testing and solving defects.

• Handling slowness issue.

• Providing the training to the users.

• Creating new security roles.

• Solving user issues.

• Creating workflows.

• Configuring Mailbox, creating automatic case creation rule for record creation.

• Gathering requirements.

Client- Microsoft

Roles and responsibility

• I was the first support engineer from Sonata who handled PSA/FS & Portal cases.

• MS CRM Online as well as On-Premises support cases handling across all regions (APAC, EMEA & NA)

• One to one interaction with customer and handling critical cases (both professional & premier).

• Handling all types of functional issues across all modules.

• Also handling escalations as well as grooming new engineers.

• Identifying the root cause as well as raising a Bugs with MS.

• Handling upgrade migration issues.

• Provide solution for the problem.

• Managed the entire process alone being a technical lead.

• Conducting many sessions with the new team on technical as well as Process side.

• Conducting triages of new modules or feature or releases within the team.

• Handling escalations and reviewing the cases on daily basis to maintain the hygiene on case management.

• Involving on calls when an issue is technically challenged or if support engineer is unable to managed.

• Mainly handled APAC & IST customer and partners.

• Also worked as an acting manager for 1 and half month and managed the team entirely.

Client- Microsoft

Roles and responsibility

· CRM Online:

• As a part of a team, acting as a mentor and worked on various issues.

• Also giving training of different modules in CRM online to new joiners.

• Ability to handle maximum number of service requests in a day.

• Participated and contributed to technical sessions/ triage.

• Delivered quality code which meets business requirements in a timely manner.

• Always contributed and achieved 100% targets to team scores with good feedback from customers/clients.

• Being a senior resource in team, works with all the engineers to maintain their bin and work in an efficient way

· CRM On-Premises:

• Being a senior resource in team, works with all the engineers to maintain their bin and work in an efficient way

• Microsoft CRM on premise (Installation, Configuring & troubleshooting) against versions CRM 4.0, 2011, 2013, 2015, 2016 & D365.

• CRM Upgrade & migration process for all CRM versions.

• Reporting & Reporting Services (SSRS) in CRM.

• Handles mainly Performance issues with CRM.

• Deep understanding of working with various Microsoft CRM Tools.

• Troubleshooting with respect to IIS, Kerberos, SPN’s etc.

Deep understanding of working with Claim-Based Authentication & IFD (ADFS).