1. Monisha Sahni
 :: +971-553818600
Email: monisha.arora@gmail.com
Objective:
My objective is to attain a responsible, challenging and rewarding position which provides opportunities for
cross-functional learning, professional growth for my work experience and skills.
Professional Summary:
 Working as Technical Specialist with Aggreko International since March 2013.
 Cross Functional role for Training Systems, Content Development and Training Delivery.
 Worked with Computer College -Dubai as IT Lecturer till 8th
Oct 2012.
 Worked as CRM developer with HCL, India till 20th
May 2011.
 Have total experience of 7+ years.
 Excellence Award winner-NIIT, year 2009-2010.
 Microsoft Certified Trainer.
 Microsoft Certified Developer.
 Microsoft office 2013 Expert.
 ITIL V3 Certified.
 Instructional Designer.
 Ability to work under pressure of deadlines.
 Fervor towards optimal service delivery.
 Good Analytical and Programming Skills.
International Certifications:
Certification Grades/Remarks
 Microsoft Certified Trainer  Certified since 2008
 Microsoft Office 2013  Certified since Sep’2015
 Microsoft Dynamics CRM
3.0 Applications
 Certified with 98%
 Microsoft Dynamics CRM
3.0 Customization
 Certified with 90%
 Microsoft Dynamics CRM
4.0 Customization
 Certified with 100%
 ICDL 5.0  Certified since July 2011
 ITIL V3 Foundation  Certified since 2011
 SCJP 5.0  Certified with 80%
 Microsoft Certified
professional developer
 Certified since 2008
 Microsoft SQLServer 2008,
BI Development and
Maintenance
 Certified since 2009

2. Academic Record:
 MCA (Master Of Computer Applications) from IGNOU with 66.39% in June 2008
 GNIIT from NIIT with 87.3% in Aug 2008
 BSc (Hons) Botany from Delhi University in May 2004
 Senior Secondary from CBSE with 75%.in 2001
Work Description:
Aggreko International since 27Th
March 2013
Working as Technical Specialist with Training Department. Deal with Content Creation and Learning
Management Systems(LMS).
Content Development/Instructional design
 Content Design and Development and Interactive Instructional Design using Articulate
Storyline as well as presentations for the Instructor based trainings.
 Instructional System Designer for web based trainings “WBT” including the Analysis, Design and
Development storyboards, animations, assessments and other interactive online training content.
Created many courses like Ethics in all translations, Ecam post assessments, GCAM post
assessments, lock out Tag out (LOTO) and many more.
 Analyze Design, Development, Implement and Evaluate Instructor Led Training “ILT” content
including presentations, assessments and handouts.
 Creation of web based certificates and certification programs using HTML, JavaScript and CSS.
Training Systems
 Support – Provide 1st, 2nd, and 3rd Level Support for LMS, SharePoint, WebEx, Box and EUSR
systems. This includes over 30 third level support tickets, over 70 second level support tickets and
over 700 second Level support email requests per month. Create, develop and maintain the training
center databases, dashboards, reports and automation tools using Microsoft Advance Excel (VBA).
 Change Management - Develop, coordinate, quality assure and communicate training systems
releases and changes.
 QMS – Development of Standards, Procedures, Work Instructions and Guides.
 LMS - Central System Administrator for over 1.2k Courses, 7.6k user profiles and over 180k online
training sessions. Responsible for the management of users, courses and curricula for optimal

3. training delivery. Creation of custom Aggreko learning center branded certificates and certification
programs using HTML, JavaScript and CSS. Creation of a custom user portal branded for
global usage and programmed using latest branding, HTML, JavaScript and CSS. Regional
LMS consultation services for system usage, troubleshooting, standards and procedures.
 EUSR – Team Lead and Central System Administrator for database holding over 657 LEA’s and 4.5k
records for Aggreko employees.
 WebEx – Central WebEx administrator for user, meeting, and training session management in the
WebEx system.
 Jira – Project Team Lead for rollout of content development project tracking system.
 QA- QA check/analysis on all the courses developed by internal team/external vendors before
putting them on live server.
Training Delivery
 LMS Regional Administrator, LMS Training Coordinator & Microsoft Office Training delivery.
 Creation, development and maintenance of Databases, reports and automation tools using Microsoft
Advance Excel (VBA) for the training department.
 Creation of Live Dashboards, synchronized with different excel workbook inputs.
 Web based Programming to upgrade the LCMS/LMS web pages in line with latest branding using
HTML, JavaScript and CSS
Freelance Trainer Oct 2012-March 2013
Conducted ITIL V3 Training 10th
- 12th
Feb 2013
Client: Philips
Conducted ITIL V3 Corporate training for Philips –there was 11 participants from technical team including
the project members.100% exam clearance
Conducted Training for Windows 8 New features 18th
Dec- 20th
Dec 2012
Conducted 3 day training on windows 8 describing all new features in it, their use and comparison with
windows 7 features.

4. Computer College, Dubai June’ 2011 –8th
Oct 2012
Designation: IT Lecturer
Key Deliverables:
Technical Trainer
Conduct trainings on various courses like:
*Microsoft CRM- ERP Tool
*ICDL
*ICDL Advance
*ITIL V3
*HTML
*Microsoft Databases
*Visual Studio 2010
Conducted batches on Microsoft CRM 3.0, 4.0 and 2011 as I am Microsoft Certified Trainer:-
Trainings attended by different type of profile (from a graduate to an employed engineer).
Also conducted many batches on ITIL latest version V3 since 2011:
Trainings attended by different type of profile (from a graduate to an employed engineer) from various
nationalities.
ICDL and ICDL advance has also been part of regular trainings.
HCL, Noida-India. 28’Oct’2010-20’May’2011
Designation: Software Engineer
 Worked as Microsoft CRM developer with HCL technologies.
Project Details:
Project Name Anytime Maruti CRM (AMC)
Client MSIL.Maruti Suzuki India Limited [MSIL] is a partial subsidiary of Suzuki
Motor Corporation of Japan is India's largest passenger car company,
accounting for over 45% of the domestic car market.
Role
1. Developing workflows, new campaigns for Anytime Maruti.
2. Integration of Plug ins with the existing application.
3. Customization of existing entities as well new entities.
Technology Used CRM4.0, ASP.NET 2.0 with C#, MS-SQL Server 2005, Data Migration tool,
Plug-in Registration tool and JavaScript.
Team 3 members.
Description
Description Following are the processes handle by HCL Technologies for Maruti

5. Inbound Process:
Agents login into dialer through CTI Interface.
When call is received by agent, CTI application pass customer mobile no to the CRM as
parameter if that number exist in CRM, then corresponding MSIL Contact page will open
which is nothing but customer contact information. If mobile number doesn’t exist in CRM, a
blank MSIL contact page will open. Based on the conversation with customer, agents
capture the information and save the record. After disposition of call, agent will wait for
next call.
Outbound Process:
Agents login into Nortel through CTI Interface. There are multiple campaigns in Outbound
like prospecting, follow up, customer profiling. Agents will receive call of respective
campaign which is decided by call table of dialer. Dialer throws the calls randomly. When
customer receives the calls, some information like mobile number, model no, and chassis
no will be displayed on the screen and corresponding page will be open from CRM
Application. Then Agents capture information and dispose the call with proper details. After
disposition, Agent will wait for next call.
Email Process:
Incoming and outgoing emails are used for case resolution through various queues .
CTI (Computer Telephony Integration):
CTI is a window based application which provide interface for login into dialer and act as
intermediate between CRM and Dialer application. Dialer passes some parameter to CTI and
based on that parameter CTI forms a composite unique key and passes this unique key to
CRM. CRM search records on the basis of this unique key and returns GUID of that record to
CTI and finally CTI forms URL of the CRM record based upon GUID and CTI pop up that
page from CRM
Server Infrastructure:
Two Application Server (using NLB), Two Database server (Cluster), Window
Server 2003, SQL Server 2005, Exchange Server 2007
Role and Responsibility:
Plug-Ins and workflow development, Form designing and co-ordinate with CTI and dialer
team, report development, Customization like using IFrame to display Associate View on
particular form, Dynamics Pick list, Dynamic Lookup, hide tab, section and field and
production support.
NIIT Ltd (HO) Gurgaon, India Aug’ 2007 –25’Oct’2010
Designation: Delivery Executive
Key Deliverables:
Technical Expert
 Responsible for handling technical queries of trainers as well as students in Java, Jsp, Servlets,
MS office, CPB, CRM,SAS, Software Quality Assurance and SAS etc. for the entire country
through niitstudent.com.
 Responsible for conducting training of trainers across the nation for the B.I. track of the GNIIT
curriculum including technologies such as SAS, Microsoft CRM3.0 etc.
 Performing Classroom Quality Audit checks for the centers to check the quality of education
delivery of the trainers and giving directions for better course delivery.
 Conducting telecoms, online workshops, technical chats etc for effective education delivery for
trainers to improve technical feedback and pass percentage.
 Conducting online workshops, technical chats etc for students to ensure better understanding of
the various topics related to Track 3 as well as on upcoming technologies.

6.  Consolidating reports on various delivery parameters for the entire nation, identifying areas of
improvements, deriving action plans, setting milestones and monitoring and mentoring the
whole process.
 Mentoring the team of Regional domain experts as and when required.
Technical Trainer and Training Coordinator
Conducted trainings for faculty members of NIIT as well as Microsoft Certified Trainers.
Trainings Conducted:
1 Microsoft CRM3.0 Applications:- Attended by Microsoft Certified trainers from different
states across the nation and the feedback was 5.0/5.0
2 SAS Enterprise Guide and Portal Solutions: Attended by participants across the nation and
the feedback was 4.83/5.0
3 Microsoft CRM3.0 Applications:-: Attended by Microsoft Certified trainers with a feedback of
4.91/5.0
4 Microsoft CRM3.0 Applications:- Attended by participants from different states from north
region and the feedback was 5.0/5.0
5 Microsoft CRM3.0 Customization: - Attended by Corporate audience through video
conferencing and got excellent feedback. Got the appreciation mail from National Delivery Head
of NIIT.
6 Microsoft CRM 4.0 Applications: Professionals from GE attended.
7 Microsoft CRM 4.0 Customization: Professionals from GE attended.
8 Data warehousing : Attended by participants from different states from north region and the
feedback was 5.0/5.0
Online Mentoring:
Projects: www.niitstudent.com, www.niitstaff.com/knowledgecentral
 www.niitstudent.com: Providing solutions to technical queries raised by the students as well as
trainers on various technologies. Prepared the technical content for the portal in the form of
Frequently asked questions, handy tips and source codes for various technologies.
 www.niitstaff.com/knowledgecentral: The e-learning portal for NIIT faculty members to share
their technical knowledge across the nation. Responsible for updating the site with latest events and
announcements and answering for various discussions initiated at respected forums o n the site.
Achievements:
 Challenging experience of working under strict norms and regulations of the Asia’s largest IT
Training Company.
 Completed all 4 semesters of Information System Management Track of GNIIT IECV2
Curriculum.
 Microsoft Certified Trainer since 2008.
 Microsoft Certified Business analyst on CRM3.0 and CRM 4.0
 Trained on CRM3.0 applications and Customizations, IT Project Management and MS Office
2007 curriculums.

7. Personal Details:
Father’s Name : Mr. Dharambeer
Nationality : Indian
Date of Birth : 01st November, 1983
Languages Known : Hindi, English
Marital Status : Married
Passport no :J3160703
Declaration:
I hereby declare that the above-mentioned data are true, complete and correct to the best of my knowledge and I
am sure that my potential can thoroughly come up in a prestigious company like yours with assurance, if given a
chance.
(Monisha)