This document provides a summary of Shaheen Salaria's professional experience including over 20 years in management roles focused on operations, sales, business planning, technology roadmaps, and customer relationship management. Current role is a Senior Principal Technical Account Executive at Oracle where responsibilities include ensuring customer success, developing strategic plans, and managing customer relationships.

1. Shaheen Salaria
(724) 759 4667
shanisalaria@gmail.com
SUMMARY
An energetic management professional with 20 plus years of experience in operations, sales, business
planning, technology roadmap and customer relationship management. Strategic leader with expertise in
enterprise level software and hardware planning. Core competencies include CRM, Strategic Planning,
Business Development, Technology Implementation & Optimization.
PROFESSIONAL EXPERIENCE
ORACLE CORPORATION, Philadelphia, PA, Sr. Principal Technical Account Executive 07/07 –
Present
Currently acting as a Senior Principal Technical Account Executive in enabling customers deploy their
customer-facing solutions in industries leading front office and back office applications. Guide customers
through all phases of the Customer Experience blueprint, providing expertise and guidance on Oracle’s
leading best practices. In addition, help customers execute proper governance, enabling the execution of
vision/strategy across domains of people, process, and technology.
As part of the customer care team ensure success of the customer’s CRM/ERP program through adoption
of best practices. Act as a trusted advisor to customer steering committee, and guide project delivery team
by providing assistance as a strategic implementation advisor and customer advocate.
In addition, work hand in hand with the pre-sales and sales team in increasing technology footprint with the
customer.
2015: Directly responsible for closing 5.50 M in sales revenue.
2016: Directly responsible for closing 5.75 M in sales revenue.
Core responsibilities include:
-Ensure 100% customer satisfaction and success with Oracle software/hardware.
-Develop and execute plans to address customer satisfaction gaps.
-Partner with CIO/VP in defining software roadmap and implementation techniques based on strategic
vision.
-Guide IT staff in identifying areas of opportunity and assist in laying out an implementation/execution
plan.
-Act as liaison between Customer, Oracle and Integration partner(s).
-Provide proactive strategic implementation guidance to the customer’s steering board and management.
-Provide proactive technical implementation guidance to the customer’s management and delivery teams.
-Advocate customer’s priorities internally within Oracle.
-Lead the resolution of critical account issues.
-Provide timely account status reporting both to customers and Oracle management.
-Assist with pre-sales/post-sales activities.
THERMOFISHER SCIENTIFIC, Pittsburgh, PA. Sr. IT Project Manager 06/06 – 04/07
Core responsibilities included:
 Managed front and back office technical team(s) supporting several systems that include SFA, Sales
Reporting, Sales Compensation and CRM.
 Responsible for capacity planning, IT project budget planning, and delivery for responsible systems.
 Managed resources and help them in their career path and goals.
 Managed new and emergency releases (SDLC) including design, development, testing deployment and
post-production support.

2.  Managed relationships with various Business Segment Leaders and help them develop functional
requirements for new/enhanced functionality.
 Worked with Software vendors and plan best strategy to upgrade software to higher versions/apply
patches and resolve service requests.
 Worked with supporting and boundary system teams including infrastructure, network and other
interface systems and ensure successful system deployments.
Additional functions included:
 Worked in tandem with VP of Strategic Marketing in leading comprehensive Customer Experience &
Insight strategy development effort:
 Contributed to building a long-term vision & road map for enhancing competitive differentiation,
growing sales, increasing profitability, and improving customer satisfaction.
 Assisted in identifying and prioritizing improvement opportunities.
 Assisted in formulating business case and in developing implementation plans for high-priority
initiatives; initiatives are likely to involve process, organizational, and metrics-related change, as well
as the selection and deployment of various CRM system tools.
 Lead implementation of certain initiatives resulting from the above strategy development effort.
 On an on-going basis, developed, implemented, and managed processes, systems, and tools for:
collecting, integrating, and synthesizing information from internal (customer touch points) and external
sources (competitive intelligence) to continuously better the IT systems.
Blue Cross Blue Shield of North Carolina, Durham, NC. Sr. IT Manager 05/05 to 06/06
Responsible for deploying Siebel throughout various Call Centers that support Blue Cross Blue Shield of
North Carolina’s suite of insurance products. Call Centers support internal sales/support Representatives,
external Partners and Producers who access respective applications.
Summary of responsibilities:
 Managed IT budget including hiring, upgrade planning, growth planning and new initiatives planning.
 Managed new and emergency releases (SDLC) including design, development, testing deployment and
post production support.
 Managed relationships with various Business Segment Leaders and help them develop functional
requirements for new/enhanced functionality.
 Worked with Software vendors and plan best strategy to upgrade software to higher versions/apply
patches and resolve service requests.
 Worked with boundary system teams including infrastructure, network and other interface systems and
make sure every release is successful.
Pearson Government Solutions, Arlington, VA. Sr. IT Project/Program Manager 07/04 - 05/05
Client: U.S Department of Education, Rockville, MD. Project Manager
Worked as a Software Project Manager involved in the Common Services for Borrowers (CSB) initiative
for Federal Student Aid (FSA), which is an office within the U.S. Department of Education responsible for
managing the federal student aid programs and processes.
The CSB initiative was developed to integrate three major functions of CSB namely Repayment,
Consolidation, and Collections to support the entire Student Credit Management (SCM) portfolio, which
consists of over 10 million borrowers, 21 million loans and $100 billion in assets.
As a Software Project Manager for the Pearson deployment team, I was responsible for:
 Delivering the front office functions including Customer Relationship Management (CRM)/Customer
Interaction activities and interfaces, Call Center Operations, Interactive Voice Response (IVR) system,
and the CSB Website.

3.  Working in coordination with the CIO team to deploy best practices and improve the management of
these assets by streamlining, consolidating, and re engineering processes to deliver significant
improvements in managing student aid obligation from both a cost and borrower satisfaction using
CMM3 project delivery methodology.
ANSWERTHINK INC. Dallas, TX. Sr. Manager 06/01 to 07/04
Client: BISYS, Houston, TX. 04/02 to 07/04
I managed the project for BISYS, a financial services company that has implemented Siebel 7 Call Center
to service the needs of their financial clients.
 Partnered with IT director and successfully conducted preliminary assessment of existing business
process and IT infrastructure. Revised existing procedures to correct deficiencies and maintain more
effective data integrity and handling.
 Job responsibilities included determining project scope, managing the individuals on the team,
delegating day-to-day tasks, gathering requirements, establishing design documentation, and planning
the development & testing phases.
 Work on deploying additional functionality to accommodate business processes required for a Phase
III of the overall project.
 Technical responsibilities included; defining and managing customer responsibilities included;
defining and managing customer requirements/processes, mapping of legacy data, business process
(Workflow, Assignment Manager) requirements, design & Siebel architecture considerations, base
table extensions, configuration, server setup/workload distribution, testing, data integrity, reports,
support, etc with along with the team.
Client: Franklin Covey, Salt Lake City, UT. 06/01 to 10/01
I Managed a team that implemented Siebel 2000 Call Center Enterprise solution, which integrated with key
interfaces for client back end systems. Responsible for several project tasks, but one job: to ensure
customer's 100 percent satisfaction by proving effective, timely deployment and ongoing support for
CRM application.
Assisted in the development and preparation of SOW (Statement of Work), detailed FRS (Functional
Requirements Specification), policy & procedures, department/organization best practices, weekly project
status report, and quarterly account status reports. Coordinated Answerthink and client resources to
develop, test, and implement into production the interfaces meeting the client's delivery date and budgetary
constraints. Tasked with developing technical design specifications for the Siebel applications. Also
responsible for identifying requirements and conceptual designs for other business units who would
eventually become Siebel users.
In addition involved in the sales/discovery cycle for an additional client while at Franklin Covey.
Responsibilities were split between the two projects dedicating approximately 40% of time defining and in
conclusion determining the scope of the project.
INFORTE CORPORATION, Irving, TX. Manager/Sr. Manager 08/98 to 06/01
Client: CheckPoint Software Technologies, Irving, TX. 01/01to 06/01
 Managed a Siebel 2000 project at Checkpoint, world's largest distributor of Secure Virtual Network
(SVN) architecture components software and hardware for Virtual Private Networks (VPNs).
 Lead the technical and functional teams to design, develop, implement and maintain an initial platform
that served as a centralized customer relationship management solution.
 Implemented Siebel 2000 Call Center Enterprise to support call handling and routing, escalation,
resolution and analysis to improve the efficiency and effectiveness of Check Point's current support
activities. The solution utilized a combination of technology migration and implementation, data
conversion, data integration, application roll out, and training to facilitate Check Point's Technical
Services needs.

4. Client: Toshiba USA, Irvine, CA. 04/00 to 12/00
Technical Manager for a Siebel 2000 project. Defined the Siebel 2000 Backend Architecture for the
project.
 Managed the backend development team delivering key interfaces for client's back end systems.
 Coordinated Inforte and client resources to develop, test, and implement into production the interfaces
and meet the client delivery date.
 Additional responsibilities included overlooking Siebel Servers and Database maintenance, NT
administration, and transition on the client side.
Client: Alcatel USA, Dallas, TX. 05/99 to 04/00
Worked on a Siebel 99 project. Team Lead for the Back End Technical team.
 Responsible for Siebel Server support and maintenance of the Alcatel Enterprise Customer
Relationship Management Project.
 Created Technical Architecture Approach methodology for the client and was responsible for defining
server sizing guidelines and the backend architecture.
 Designed, developed, and managed proof of concept for Siebel Email Self Service, Siebel Paging
Service, Internet Self Service, HTML Thin Client and Active X Thin Client implementation.
Client: CompUSA, Dallas, TX. 08/98 to 04/00
Worked on a Siebel 98 project at CompUSA, "The Computer Superstore" as a technical consultant.
Responsibilities included:
 Siebel back-end configuration; server setup and configuration; SQL Server database administration;
NT administration; performance tuning; technical architecture design; production support; upgrade and
software distribution; repository and environment management; and technical issue tracking.
 Designed, developed, and managed a Siebel CTI implementation for a 1000 seat call center. Created
the Siebel CTI Technical Design document and gathered user requirements.
 Used Siebel standard CTI objects for standard call flows and utilized SiebelVB for developing
complex call flows.
 Worked with middle ware vendor and client telecom personnel to define and install Siebel CTI lab
used for simulation and testing.
DELOITTE & TOUCHE, Dallas, TX. Senior Consultant 11/97 to 08/98
 Managed testing activities for Global Advantage, a software package that enables a company to record
and maintain the many intricate details and activities related to the expatriate and inpatriate process.
The system maintains information for an expatriate or inpatriate from any home and host location. The
system provides a cost-effective solution for a full range of complex administrative activities to serve
companies with internationally based employees.
Global Advantage is a table driven, modular structure, developed to ensure that paper processing is
minimized, providing electronic processing wherever possible using a client server based environment.
Responsibilities included managing testing of all modules of Global Advantage as they work in unison to
accomplish the users' business requirements. It includes extensive use of SQA automated testing tool. SQA
scripts are created to verify the viability of the executables from a build and to repeat the Unit Test plan for
individual system units, automatically test business scenarios and also perform load testing.
SOUTHWESTERN BELL MOBILE SYSTEMS, Dallas, TX. QA Analyst 11/96 to 11/97
 Performed interface testing for Telegence, a client-server application based on an Oracle database with
a PowerBuilder interface.
 Responsible for creating test plans for One Stop Shop (1SS) project that entailed consolidation of the
billing applications between SBMS (Southwestern Bell Mobile Systems) and SWBT (Southwestern

5. Bell Telephone). Developed and executed billing and interface test scenarios for new functionality in
1SS, regression testing of existing 1SS functionality for each new market implementation, and
production software fixes. Software incidents were tracked in Lotus Notes database.
LEADERSHIP
Leadership courses at IMS (Institute of Management Studies).
Leadership Strategies Institute.
PMI project delivery methodology.
CMM3 project delivery methodology.
SDLC process flows.
Several executive leadership courses at Carnegie Mellon.
CERTIFICATIONS
Siebel 2000, 7 and 8 Certified Consultant
Siebel 2000 Certified Consultant
CMM3 certified
EDUCATION
Bachelor of Science (BS) in Electrical and Computer Engineering, Graduated May 1996
Kansas State University, Manhattan, Kansas.
COMPUTER SKILLS
Microsoft products: Microsoft Project, Visio, Microsoft PowerPoint, Microsoft Office.
CRM: Siebel IP2016, OpenUI.
Databases: Oracle 11g, 12, RAC
Hardware: Oracle Cloud, Super Cluster, Exadata, Exalogic, ZFS