Roshan Mansa

I have more than 16+ years of expereince in IT industry and 7 years a Project Manager. As a Salesforce Project Manager I am responsible for panning and executing the project from staring to end my roles involved in developing deatil project plan, co-ordinating with the cross-functional team and communicating with the stakeholder. Focus on identifying the risk early on and implementing mitigation staragies , aslo handled resources and optimizing team perofrmance and increase team productivity we use agile methodology so by using agile methodology we deliver the project on time and within budget.

Sr. Technical Project Manager at HARMAN Internationals (2024-01 – Present)

• Plan, monitor, delegate tasks, ensure deadlines, manage teams.

Technical Project Manager at Persistent System India Ltd (2021-01 – 2024-12)

• Analyzing briefs and project requests from clients. Assessing risks, opportunities, deliverables, and threats
• Visual force Java for projects.
• Developing goals, tasks, and plans of development for Salesforce projects.
• Liaising with clients and management about timelines, costs, and project objectives.
• Managing a team of developers, consultants, and support teams in developing Salesforce projects.

Success Agent Tier 2 at Salesforce India (2016-01 – 2019-12)

• Oversee daily operations of the customer support department, ensuring efficient workflow and timely issue resolution
• Address and resolve escalated customer support cases to maintain high satisfaction levels
• Develop and implement customer support processes to improve service quality and enhance customer experience
• Formulate, update, and enforce customer support policies to align with organizational goals and industry standards
• Communicate latest product updates, procedural changes, and market trends to the support team, ensuring continuous knowledge enhancement

Technical Support Engineer at Aloha Technology Pvt Ltd (2010-01 – 2012-12)

• Handled 5 members of the team, out of 5 three were L2 Tech Support engineers and two were Manual Software Testers.
• Took care of Support critical and Product critical issues. Support critical issues are handled with the highest priority by providing web-ex remote support, webex meetings, Conference call, or over the phone.

Technical Support Engineer at WNS Global Solution Pvt Ltd (2007-01 – 2008-12)

• Handling Customer Administration.
• Technical & commercial Validations for Authorized customers. Checking necessary details in orders & process the rectified order in SITA's Siebel Tools like BOSS (Business Operation Support System), SESAM as well as customers Tools like FILED and OPAS.

Sr. Application Support Engineer at HCL Career Development Centre (CDC) (2013-01 – 2016-12)

• Led end-to-end application support for critical enterprise systems, resolving over 95% of high-priority incidents within defined SLAs, enhancing system uptime by 20%.
• Spearheaded process improvements and automation initiatives that reduced incident resolution time by 30%, contributing to increased operational efficiency.
• Collaborated with cross-functional teams to implement root cause analysis and preventive measures, resulting in a 15% decrease in recurring system issues.

MBA/PGDM in Information Technology – Gyan Vihar School of Engineering & Technology, Jaipur (2017 – 2019)