Shruthi Suresh
SALESFORCE TECHNICAL DELIVERY LEAD
McKinney,TX
Summary
Ambitious and highly seasoned Technical Delivery Lead with 12 years of varied IT experience across the Banking and Telecom domain. Seeking a challenging role to effectively exhibit and leverage my skills on the Salesforce platform.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
9
9
Certifications
Work History
Vice President, Technical Delivery Lead
Bank of America
Plano, TX
02.2016 - Current
- Work as a Technical Delivery Lead for the Bank Sales Enablement applications built on the Salesforce CRM platform
- Assist Business Partners in defining the Vision and Roadmap
- Act as a lead liaison between Business and Technology groups to elicit and translate client requirements into Agile Epics and User Stories
- Assist in determining end to end design requirements for large projects involving various lines of businesses, stakeholders and vendors
- Work closely with Business Partners to define strategies for technical solutions, and develop functional designs based on business needs, objectives and existing systems infrastructure
- Lead JAD and design review sessions with Business, Technology partners and external vendors
- Own and track production support issues by leading triage calls and monitoring defects until fixed
- Track and manage financials for all the initiatives through the Intake process
- Coach the teams to adopt and deliver quality solutions with a SAFe Agile mindset
- Create Change and Deployment requests using Remedy
- Track and monitor all issues in JIRA to ensure they comply with MRA guidelines
- Lead and assist the team with all PI related activities before, during and after PI planning
Business Systems Analyst
AT&T Communication Services
07.2011 - 07.2012
- Worked as an SME (Subject Matter Expert) in identifying, isolating, analyzing and troubleshooting complex and diverse layer 1 & layer 2 network issues for non-governmental US clients
- Performed SWOT Analysis by providing inputs of the problem trends in the Customer's network, evaluating the associated risks and taking measures to mitigate them
- Coordinated, collaborated and communicated with Service Managers, Testing Partners and other Service Providers such as Verizon, Frontier, Sprint, Century Link etc to resolve the issue within the given SLA
- Assisted the Business Analysis team as a single point of contact in the 'AOTS Remedy to UD' migration project by understanding the project's Vision, conducting GAP analysis and documenting the current and future state of the tool
- Assisted in gathering and analyzing the System requirements and creating the SRS
- Worked on developing the UML diagrams from the requirements such as Use Case, Activity, Sequence and Deployment diagrams, thus defining the Business and Data process models
- Performed Root Cause Analysis using Ishikawa Diagrams for recurring issues
- Conducted regular brainstorming sessions and focus groups to discuss process improvements
Systems Analyst
Cable & Wireless Worldwide
06.2010 - 06.2011
- Worked in a dynamic environment to minimize the risk of network downtime through continual proactive monitoring of network elements & links
- Responsible for customer service restoration via Incident Management, by creating tickets using REMEDY and worked with various Service Providers and Tier 2 technicians to troubleshoot faulty networks and resolve them within the given SLA
- Elicited and gathered requirements for NETCOOL GOLD, an upgraded and more efficient version of the existing software monitoring tool, NETCOOL
- Conducted elaborate interviews, brainstorming sessions, surveys and focus groups to compare the existing tool with the upgraded version, found the risks associated with it and worked on mitigating those risks to optimize the customer's network
- Extensively worked with On-site and Offshore Quality Assurance groups by assisting in various kinds of testing including User Acceptance Testing
Technical Assistance Centre (TAC) Engineer
CISCO Systems
01.2010 - 05.2010
- Attended intensive training for CCNA and CCVP certification
- Provided level one technical support for Enterprise Voice technologies
Salesforce Administrator
Intelogik Solutions
02.2020 - 06.2020
- Volunteered for an Internship project as a Salesforce Administrator to build a real-time application for IT Training and Placements
- Tasks included but not limited to: Gathering and documenting Customer requirements, Creating Objects, Users, Profiles and Roles, Importing data into Salesforce via DataLoader, Creating various Validation Rules, Workflow Rules and automating processes using Process Builder, Encrypting fields, modifying Page Layouts, creating custom Links and Buttons, creating Escalation and Case Assignment rules, Coding in VisualForce Page to implement Wrapper Class and PageBlockTable
Technology Developer / Analyst
Bank of America
06.2015 - 08.2015
- Interned with the Retail Preferred & Global Wealth Investment Management (RP&GWIM) line of business as a Java Developer to re-write COBOL transactions in Java for the Checking and Savings Account
- Tasks involved coding and testing the transactions and moving them into production
- Other tasks included coordinating with various teams within the Organization and providing ideas for process improvement
IT Intern
Indian Space Research Organization (ISRO)
12.2008 - 05.2009
- Developed a channel for 'Secured Data Transmission using Encryption and Decryption Techniques' for ISRO's Space Centre
- Used and implemented the AES algorithm on TMS320C6713 Starter Kit (DSK) to encrypt and decrypt text and images
Education
Masters - Information Technology
University of North Carolina
Charlotte, NC 08.2014 - 12.2015
Bachelors - Information Technology
Amrita School of Engineering
Bengaluru, India 07.2005 - 05.2009
Skills
Project Management
Business Analysis
Product Management
Decision Making
Stakeholder Management
Problem Solving
Strategy Planning
Effective Communication
Collaborative Coaching
undefinedCertification
Salesforce Certified Administrator
Timeline
Salesforce Administrator
Intelogik Solutions
02.2020 - 06.2020
Vice President, Technical Delivery Lead
Bank of America
02.2016 - Current
Technology Developer / Analyst
Bank of America
06.2015 - 08.2015
Masters - Information Technology
University of North Carolina
08.2014 - 12.2015
Business Systems Analyst
AT&T Communication Services
07.2011 - 07.2012
Systems Analyst
Cable & Wireless Worldwide
06.2010 - 06.2011
Technical Assistance Centre (TAC) Engineer
CISCO Systems
01.2010 - 05.2010
IT Intern
Indian Space Research Organization (ISRO)
12.2008 - 05.2009
Bachelors - Information Technology
Amrita School of Engineering
07.2005 - 05.2009
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