Dolly A. Raol

Responsibilities:

• Leading Enablement Platform support and Client Communication teams within Personal Investor CRM space. As an IT Delivery Manager, have been coaching and developing cross-functional engineering teams, setting performance expectations, providing continuous feedback, and make informed, policy-aligned compensation and promotion decisions.
• Guiding Technical initiatives by defining architecture direction, design decisions and validating technical feasibility across teams and platforms.

Accomplishments:

• Oversee full-lifecycle delivery—architecture, development, testing, integration, deployment, and operations ensuring solutions meet performance, scalability, and security requirements for e.g. - Client communication retention design processing over 100K emails, Data archival and retention logic for CRM platform, DevOps automation, lowering the time to deploy from 8 hours to 2-3 hours
• Continuously work on establishing the collaboration between the Technical Leads and Microsoft’s Technical team to ensure the design is scalable for the Microsoft Dynamics CRM platform. Engaging business and technology stakeholders to communicate tradeoffs, impacts of change requests, and long-term implications of architectural decisions.
• Established the platform monitoring, Governance and Standards. Provide proactive production support, lead root-cause analysis (RCA), and implement preventive measures to reduce recurrence and increase system stability.
• Onboarded Vanguard India team and supported the IT staff by providing trainings and onboarding guidance. Helped the team to become self-sufficient by providing necessary support and knowledge transfer sessions.
• Mentor engineers and IT staff; identify training needs; support technical career progression; and contribute to strategic product roadmaps.
• Champion continuous improvement of delivery processes, architecture frameworks, and engineering methodologies.

Responsibilities:

• Leading a Retail CRM product team with providing technical direction, implementation and integration of new and existing technologies and tools. Responsible for providing support, coaching, and mentoring to the crew on the program. Implementing technical solutions for Sales and Service streams as well as integrating with other systems for CRM service stream. Leading the automation test suit development for both workstreams.

Accomplishments:

• Collaborating with our business partners in support of designing and developing solutions for Retail CRM product teams for Sales and Service. Coordinated the release for Unified routing feature for multiple teams
• Providing technical solutions and design solutions for business requirements as well as evaluating alternatives for modifications to the systems and implementing solutions that meet long-term business objectives.
• Leading technical initiatives like integration between Dynamics and BPM systems, implementation, and training of Leapwork, by providing constant communication between the teams and setting priorities and deadlines for implementation.
• Establishing and developing technical standards and managing evaluation for the on-going development and testing efforts.
• Providing support to the product owners in developing a technical roadmap and outcomes & key results (OKRs) for product teams.
• Help developing Key Performance Indicators (KPIs) to measure the technical team performance. Keeping the track by updating the progress and providing necessary support to achieve the goals - automation test suit creation that covered the development for past 3 years

03Responsibilities:

• Managing a group of developers and Development Group Leads. Leading various development projects and initiatives by participating in all phases of software development life cycle. Responsible for enforcement of team’s performance, resource management as well as hiring and on-boarding of the new development team members.

Accomplishments:

• Partnering with the client and technical solution architecture team to develop and design a solution, working as a liaison between operational stakeholders, Project Management.
• Managed budget allocations for projects, ensuring optimal resource utilization while maintaining quality standards.
• Developed training programs for staff on new tools and technologies, enhancing overall team capability and engagement.
• Actively participate in the interviewing process thru on-boarding of new developers. Recognizing the training needs of the developers and providing coaching to the new hires. Mentoring around 4 developers of various level thru out the tenure.
• Worked on implementing the Top-talent program to identify the top talent in the organization and working on developing a training program to help developers grow in their roles and utilize their talent thru the company.
• 4Measuring the Quality of the development department using Jira reports and communicating the reports as well as implementing the processes to improve the quality as needed - This effort helped reduce 30-40% defects on various projects

• Designed and implemented code for including modification in the HL7 record to send reissued reports information from one system to the other. Participated in software testing and code inspections.
• Excelled in rapid application development using MUMPS and Cache and managed technical issues for various projects, earning the highest customer satisfaction rating for all software solutions delivered.
• Performed the error survey in the production environments to analyze the re-occurring problem to find the root cause and design and develop a solution using PEP. Helped reduce 50% of the errors in the production environments.