1. PROFILE OVERVIEW
 An enthusiasticanddriven Techno-Functional Consultantwithextensive experience insuccessfully
deliveringcustombuildsolutionsand maintainingintegratedsystemsacrossthe CRMspace.
 Experiencedindealingwith requirementsorganizationandanalysis, interpretbusinessneeds and
process designbothinCRM and otherfields.
 Actedas the IncidentManagementLead, Change and Release ManagementLead and
Disaster RecoveryCoordinator securingprocesscompliancesandseamlesscoordination
betweenmultiple teamsforMajorReleasesandEnhancements,and/orduringday-to-day
systemissuesandoutages.
 Salesforce.comCertifiedForce.comDeveloperupdatedtoSummer’15 Release upgrade.
 Has 9 years of experience comprisingof
 5 years of workingforclientsinthe Insurance industry,thereby developingasound understanding
of the domain,businessprocessesandbindingregulations.
 About4 years of workinginprojectsleveragingcapabilitiesof Salesforce.com,withclientsranging
fromReal Estate,PharmaceuticalsandFinancial servicesindustries.
 Expertise inothertechnologieslikeOracle,MicrosoftSQLServer,Java,J2EE,UNIX scripting,
Domino Websphere,VisualBasic etc.
 Proficientin interactionwithclients andotherthird-partystakeholderstoensure on-time
resolutionof reportedissuesand highqualitydeliverables withexcellentfeedback
throughout.
 Functionedas SubjectMatter Expert fora suite of applications havingbeingdevelopedupon
differenttechnologiesrangingfrom Java,Domino WebspheretoVisualBasic.
 Received accoladesforbeingaskilled Communicatorfromboth clientandemployerends.
 Bachelor of Technology(I.T.) from WestBengal Universityof Technology,classof 2007.
TECHNICAL HIGHLIGHTS
 Proficiencyin ITILPractices,includingextensive hands-onexperience in ITSMtools.
 Strongunderstandingof SOQLand ApexData Loader forForce.com baseddata management.
 Knowledgeof the Visualforce MVCframeworkfor configuringfeature-richuserinterfacesand
ApexProgramming Language for implementingbusinesslogicextendingthe standard
functionalities.
 Workingknowledgeof ETL tools like InformaticaCloud.
 Conversant with the tenets of RDBMS and PL/SQL like triggers, functions, procedures,
packages, cursors, sequences, indexes and query performance tuning.
DIPSANTA DEY

: (720) 939-5753
 : deepzdey@gmail.com

2. PROJECT EXPERIENCES
Project WU MSM Project
Client Western Union
Employer Cognizant Technology Solutions
Duration Nov 2015 till date
Role Incident Manager and Support Coordinator
Technology
Salesforce.com, Apttus Contract Management, Cherwell Service Management ITSM Platform, Adobe
EchoSign, Informatica Cloud
Project Description
The project is aimed to provide managed services to the various applications implemented based on
SFDC platformbeing used for Agent Information Management and Enrolment by the Sales users of
Western Union in various parts of the globe.
Responsibility
 IncidentManagement Team Leader
 Service Request Management
 On-call supportto end users
 Knowledge Management
 Release management
 Requirement gathering and interpretation to address real-timeproduction issues
Project WU AIM Project
Client Western Union
Employer Cognizant Technology Solutions
Duration Feb 2015 – Oct 2015
Role Business Support, Requirement analysis
Technology
Salesforce.com, Conga Composer 8, Apttus Contract Management, Cherwell Service Management
ITSM Platform, HP Service Manager
Project Description
The project is aimed to add new features, upscaleand optimize the Agent Information Management
system presently being employed by Western Union. The system presently leverages the supportof
Apttus’ Contract Management package, and requires with enhancement to the same.
Responsibility
 IncidentManagement Team Leader
 Service Request Management
 On-call supportto end users
 Analysing requirement as a part of streamliningdevelopment activities
 Deployment management
 Idea Champion

3. Project WU AIM Project
Client Western Union
Employer Cognizant Technology Solutions
Duration Nov 2013 – Feb 2015
Role Developer, Business Support, Idea Champion
Technology
Salesforce.com, Conga Composer 8, Apttus Contract Management, HP Service Manager, CA Agile
Cenral
Project Description
The project is aimed to add new features, upscaleand optimize the Agent Information Management
system presently being employed by Western Union. The system presently leverages the supportof
Apttus’ Contract Management package, and requires with enhancement to the same.
Responsibility
 Configuration & Customization of OOB as well as managed features, wherever applicable
 Interpreting requirements aimed for enhancement of the system
 Translation Workbench activities
 Ad-hoc supportfor business cases with one-on-one clientinteraction
 Deployment management
 Idea Champion
Project Bax_MP_BPS CRM Migration
Client Baxter International Inc.
Employer Cognizant Technology Solutions
Duration Mar 2013 – Sep 2013
Role Developer, Data Migration Specialist, Requirements processing
Technology Salesforce.com, Oracle On Demand CRM
Project Description
The project is aimed at replicatingall therelevant features from the OOD CRM system, with additional
features put in place.Also,the data from the system needs to be ported into the new system in
conformity with the customizations and restrictionsin place.
Responsibility
 Customisation and configuration activities
 Consulting and grooming the requirements to fit with Salesforcedata model
 Preparation of business cases
 Data Migration (end-to-end; Along with data cleansingand formalization)
 Configuration
 Preparation of User Guide
Project CW SFDC Pilot
Client Cushman & Wakefield
Employer Cognizant Technology Solutions
Duration Sep 2012 – Nov 2012
Role Developer, Data Migration
Technology Salesforce.com
Project Description
The objective of the project was to manage migration of the CRM system of Cushman & Wakefield
from their legacy distributed application to SFDC platform, alongwith their existingdata.
Responsibility
 Configuration
 Data migration

4. Project Belk Wave 2
Client Belk Inc.
Employer Cognizant Technology Solutions
Duration May 2012 – Jun 2012
Role Team Lead
Technology J2EE, Microsoft SQL Server 2008, IBM Maximo
Project Description
The objective of the project was to onboard various applications under Belk Logistics area and to
function as coordinator of various team lead responsibilities from offshore.
Responsibility
 Requirement processing
 IncidentManagement
 Managed Reporting
 Quality Champion
Project USB PM NIM
Client MetLife
Employer Cognizant Technology Solutions
Duration Aug 2011 – Apr 2012
Role Production Management, Incident Lead, SME
Technology J2EE, Java, Domino Websphere, Visual Basic, Oracle 10g, UNIX
Project Description
The primary purposeis to function as coordinator of various Incidentmanagement responsibilities from
offshore by playing the role of an ‘Incident Lead’. The role of an Incident Lead involved the following:
 Keeping track of job trails of various applications supported from offshore.
 Periodic reporting to higher management
 Coordinating escalations and client interactions
Apart from the primary aim, the secondary purpose includes providing SME support to applications
under GenAm suite. This includes partaking in various infrastructure activities related to the said
applications.
Thirdly,Problem management responsibilities includeresolution of variousissues which arereported
by users of applicationsunder GenAm suite.
Responsibility
 IncidentManagement; functioningas singular point-of-contactfor client’s ITmanagement
 Problem Management
 SME support
 Disaster Recovery coordinator

5. Project PST Production Support
Client MetLife
Employer Cognizant Technology Solutions
Duration Feb 2009 – Jul 2011
Role Production Support
Technology J2EE, Java, Domino Websphere, Visual Basic, Oracle 10g, UNIX
Project Description
The primary purpose of the project is to ensure all the applications under GenAm Distribution suite,
PMACS, CALC and COMS run in a proper manner. All production issues (Batch/Online) are meant to be
resolved. In addition to the above, several forms of Incident Management tasks were partaken to
ensure operational smooth flow.
Apart from the primary aim, the secondary purpose included to provide infrastructure upgrade
supports likeupgradingthe database version, the application server version and associated activities.
Thirdly, resolutions were to be given to tickets created by the business users of the applications.
Daily tasks also included reportingvarious incidents/issues to different role levels.Some business
reports arealso sentperiodically.
Responsibility
 Production Support
 IncidentManagement and assistingclient’s ITteam duringoutages
 Production Ticket Resolution (Incidents and Services)
 Daily Reporting
 Disaster Recovery coordinator
Project IB PST
Client MetLife
Employer Cognizant Technology Solutions
Duration Jul 2008 – Jan 2009
Role Production Support
Technology J2EE, Java, Domino Websphere, Visual Basic, Oracle 9i, UNIX
Project Description
The primary purpose of the project is to ensure the applications owned by GenAm Distribution team
run in a proper manner. All production issues (if any) were to be resolved along with monitoring of
batch processes in real-time.
Apart from the primary aim, the secondary purpose included to provide infrastructure upgrade
supports likeupgradingthe database version, the application server version and associated activities.
Thirdly,resolutions were to be given to tickets created by the users of the application.Daily tasksalso
included reportingvarious incidents to different rolelevels.
Responsibility
 Code fixing
 Unit Testing
 System Testing
 IncidentTicket Resolution
 Daily Reporting
 Infrastructural health checks
 Disaster Recovery coordinator

6. Project GenAm Dist Maintena
Client MetLife
Employer Cognizant Technology Solutions
Duration Nov 2007 – Jun 2008
Role Development and Maintenance
Technology J2EE, Java, Domino Websphere, Visual Basic, Oracle 9i, UNIX
Project Description
The GenAm Distribution teamowned several application of different type viz. Online,Batch processes
(both Java and UNIX Script).The task was to keep the applicationsupgraded/updated as per client
requirements. The requests mainly pertained to accommodate various functionalities into the existing
applicationsor to analyzethe feasibility for the same.
Responsibility
 Requirement Analysis and preparation of prototypes
 Development (involved codingof requested web modules, introduction of batch functionalities
etc.)
 Unit Testing
 Maintenance of various web application and their batch counterparts
 Disaster Recovery coordinator
Project iSPARC
Client MetLife
Employer Cognizant Technology Solutions
Duration Oct 2007 – Nov 2007
Role Developer
Technology J2EE
Project Description
iSPARC is a web based application thatprovides a standardized method and utility for administrative
business units to generate electronic cases for servicerequests or problems,and to review the status
until the caseis properly closed. The opened cases will beassigned and routed to a designated
associateor queue with servicelevel benchmarks.
Responsibility
 Development
 Unit Testing