Soumya Roy

- Soumya Kanti Roy - Senior Consultant As a Senior Consultant and Technical Support Specialist , I have extensive 3+ years of experience in providing end-to-end technical support for a wide range of business-critical applications, including CRM systems, cloud-based enterprise solutions, specialized software for logistics and warehouse management (W MS, TMS). My expertise spans incident management, system monitoring, performance tuning, and root cause analysis, ensuring optimal uptime and functionality across platforms. Bengaluru linkedin.com/in/soumya-roy691 WORK EXPERIENCE SKILLS Senior Consultant IBM 10/2022 – 10/2024 CRM Bengaluru Kronos Warehouse Management System TMS Cronos AS400 Achievements/Tasks System Integrations : Support integrations between various applications, such as Salesforce integration with WMS and TMS, to enable seamless data flow across systems. Cloud Application Support : Provide specialized support for cloud applications like Salesforce, ensuring proper configuration, data security, and feature optimization. Business Continuity & Disaster Recovery : Implement and manage strategies for backup, recovery, and failover to ensure business continuity. IBM UNIX ServiceNow IBM Db2 Remedy AIX java MVC Framework ServiceNow ITSM WMS BMC BluJay VMS Technical Documentation : Maintain comprehensive documentation for technical configurations, processes, troubleshooting steps, and resolution procedures. CRM Systems (e.g., Salesforce) – Manage customer data, interaction tracking, and marketing automation. PERSONAL PROJECTS Warehouse Management System (WMS) – Includes managing warehouse operations such as inventory control, picking, packing, and shipping processes. Transportation Management System (TMS) – Supports freight management, routing, and carrier selection for cost-effective transportation logistics. Shell Oil (12/2023 - Present) Application Developer IBM 08/2021 - 09/2022 Bengaluru Achievements/Tasks Application Monitoring & Performance : Ensure continuous uptime for cloud-based and on-premise applications with proactive monitoring, alerting, and performance tuning. Incident Management : Manage the entire lifecycle of incidents, from initial diagnosis to resolution, using ServiceNow and Remedy platforms. Root Cause Analysis : Perform deep-dive investigations into recurring problems and underlying system issues to prevent future occurrences. Patch Management & System Upgrades : Manage regular updates, patches, and system upgrades to keep all supported platforms up-to-date. The Technical Support Project is centered on providing robust technical assistance for a diverse range of business-critical applications, including customer relationship management (CRM) systems, cloud-based enterprise solutions, and specialized software for logistics, inventory, and transportation management. The project integrates tools like ServiceNow and Remedy for incident and service management, as well as advanced cloud platforms such as Salesforce for managing customer data and business operations. This project aims to deliver proactive monitoring, incident resolution, root cause analysis, and ongoing system maintenance for applications critical to business operations in areas such as CRM, warehouse management, transportation, and supply chain logistics. It covers both technical troubleshooting and functional support, ensuring high availability, performance optimization, and end-user satisfaction. With a strong technical background and the ability to work across diverse platforms, I deliver effective solutions to enhance system performance and user satisfaction. McCain Foods Canada (11/2021 - 03/2023) Interacting with Users and solving their day to day operational problems. Worked on performance Issues In order to summarize skills acquired so far in this project here are below key points: I have worked on technical things in AS400 and gained knowledge on RPGLE, CLLE, SQL/400. Due to Intelex, BluJay, HRC, PROS- those applications I was able to interact with Customer often that has immensely improved my soft skills as well as email communication. From documentation perspective I have been engaged in preparing RCA documents as well as PDR for enhancements this has also helped me enhance my knowledge from application perspective. I have worked on the below Applications : INTELEX, TMS BLUJAY (Including ARM Requests), HIGHRADIUS / HRC (Third Party Vendor Application), Warehouse Management System (W MS), PROS (Third Party Vendor Application), Senior TDE Increff (Nxtscm Solutions Pvt. Ltd.) 01/2025 - Present Key Responsibilities:   Working extensively on AS400-based enterprise applications to support logistics and payroll operations. Supporting and enhancing modules in systems such as W MS (W arehouse Management System), Kronos, Infinium, and Aldon.   Developed and customized pay codes and pay rules for payroll processing, ensuring compliance with business and legal standards. Collaborated with cross-functional teams to deliver reliable solutions for system improvements and performance enhancements.   Conducted root-cause analysis and debugging of system issues to maintain smooth application functioning. Maintained technical documentation and followed version control processes within the AS400 environment. Technologies & Tools: AS400, RPG, CL, Kronos, Infinium, Aldon, WMS, Payroll Systems, Webget, ELK EDUCATION LANGUAGES Bachelor Of Technology (B.Tech) Aliah University 06/2015 - 07/2019 Kolkata, WB English Hindi Full Professional Proficiency Professional Working Proficiency Courses Computer Science Engineering Bengali Native or Bilingual Proficiency