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SAMIK RANJAN ROY
+971-565053773
Orient House #1, Flat No. 304 (IV), 3rd Floor, Bank Street, Dubai, UAE .
A competent professional with 10 years of experience in:
~ ERP Implementation ~ Technical Support ~ Post Sales
~ Liaison & Coordination ~ Project Execution ~ MIS Reporting & Documentation
~ Training ~ Testing ~ Client Relationship Management
Experienced in supervising project progress as per scheduled deadlines for various tasks and taking necessary steps to
ensure completion within time, cost & effort parameters
Motivated and self-directed professional that can operate within proper guidelines
Proficient in providing support including procedural documentation and relevant reports
Demonstrated abilities in handing client across India for ERP consultation, implementation and technical support
An innovative, loyal & result-orientated professional with strong planning, communication, interpersonal, people
management & negotiation skills
•CRM & ERP Systems •Project Management •Business Technology
•Decision Support (BI) •Process Automation •Financial Accounting
•Inventory Management •Customer service-oriented •Product and service expertise
•Systems Analysis •Excellent communicator •PC & MS Office proficient
•Help Desk •Quality assurance •Conflict resolution
•Analytical and diagnostic skills •Software testing and training OF EXPERTISE
AREAS OF EXPERTISE
Implementing project plans within pre-set budgets and deadlines and balancing technical solutions
Overseeing timely delivery of quality technical support service to clients
Looking after end-to-end management of multiple projects, monitoring progress of project as per schedule and
ensuring timely completion & delivery of project to the client
Providing solution strategy (Post/Pre-Sales) support which involves conducting demonstrations of the products and
briefing the client on the feedback
Monitoring and maintaining the computer systems and networks of an organization
Planning and organizing knowledge sharing sessions to develop competency and resources
Rendering high-end technical support on systems and ensuring high end-user satisfaction levels through solution of
their problems
Interacting with clients & providing them best solutions involving evaluation & definition of scope of project and
finalization of project requirements
Continued To Next Page
Professional Profile IT Operations Management Professional
Core Qualifications
CAREER REVIEW
Apr’11 – Till Date: FACT Software
Growth Path / Deputations
Apr’11 – Mar’14: Technical Support Executive - FACT Solutions India Pvt. Ltd. (Previously known as Vedika Software Pvt. Ltd.)
Mar’14 – Till Date: Manager - Support & Services - FACT Software, Middle East FZ LLC
Role:
As Project Manager / Business Consultant at FACT Software Middle East FZ LLC
Served as project manager for multiple projects & upgrades.
Implemented FACT ERP in UAE (multi-language/multi-currency/multi-domain).
Developed EDI system to support outsourcing of finished goods distribution.
Implemented Enhanced Controls Module, Vertex (Sales & Use Tax Interface) & Customer Self Service (eCommerce)
for online ordering and payment processing.
Leading a project team consisting of multiple system integrators and internal resources for the implementation of
FACT ERP & FACT CRM.
Key member of the team responsible for choosing the Systems Integrator to implement the project. Responsibilities
included creating the RFP and integrator evaluation criteria
Key member of the team responsible for choosing the Hardware and Software hosting company. Responsibilities
included creating the RFP, evaluating the responses and providing input to the Information Technology
management into the Statement of Work provided by the vendor
Responsible for managing the Consulting company resources and internal team members
Responsible for resource planning and allocation of work packages to project resources
Responsible for management and escalation of risks and issues
Responsible for reviewing project technical status and making decisions to achieve project goals
Integration across multiple departments of the operating system with a focus on continuous improvement
Training associates on various aspects of ERP/CRM system
Accounts Detailing
Manufacturing detailing
Accounts Receivable Sales detailing
Accounts Payable Purchase detailing
Inventory Management
Customer / Accounts Management
Asset Management
Training/Report Creation and Distribution in ERP/CRM
Team Leader of several Employee Involvement Teams
Highlights:
Merit of being transferred from FACT Solutions India Private Limited to FACT Software Middle East FZ LLC
Efficiently handled client across India for ERP consultation, implementation and technical support
Continued To Next Page
EDUCATION:
B.Com. from University of Burdwan in 2006
12th from West Bengal Council of Higher
Secondary Education in 2003
10th from West Bengal Board of Secondary
Education in 2001
Other Credentials:
Certification Course on Oracle 9i from NIIT
Advance in Programming Certification Course
from NIIT
IT Skills
o Well versed with:
o Oracle 9i, SQL and C++
o MS Office
o Internet Applications
Role:
As Technical Support Executive at FACT Solutions India Pvt Ltd.
Assist team members and provide support and solutions to customer queries to meet company objectives.
Maintain updated knowledge of company products and services to better provide customer support and service
solutions.
Accessed documented procedures tools and manuals to provide support on company supplied ERP/CRM
Application
Gathered customer and technology information to determine technical support level, elevate calls to appropriate
support level as necessary.
Accurately processed and documented call transactions using tracking software.
Provided first-level technical support to end-users on proprietary software and applications including installation
basic usage and appropriate service level.
Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.
Established patterns to reoccurring issues and provides input to development teams.Responsible for ensuring high
quality and up-to-date documentation exists for all service arrangements
Conducting functional & operational testing of the product and filling of BUG’s to Research & Development Team
Mar’06 – Mar’11: Premco Rail Engineers Limited as MIS Executive
Role:
Monitored daily functions of the staff and ensured productivity & checking the quality of the output
Accountable for managing payroll and ensuring accurate, timely & efficient distribution of salaries
Coordinated with relevant IT-related information to superiors
Administered, oversaw and controlled data resources in an organization
PERSONAL DETAILS
Date of Birth: 21st November, 1984
Linguistic Abilities: English, Hindi and Bengali
Location Preference: Anywhere
