I've been developing cloud-based service applications using salesforce.com & Oracle APEX since 2009. Since then I've gained knowledge about many development tools & programming techniques that helped me deliver functional applications that exceeded customer's demands & expectations.

Sr. Salesforce.com Technical Consultant @ o Being part of the technical team which is responsible for EMC’s Salesforce.com environment as an Application Lead o Plan and estimate technical project resources and needs o Coordinating between the business analyst team and the technical team o Guiding the technical & the test teams through understanding the business requirements o Guiding the technical team by providing the development approach o Reviewing code & configuration developed and ensuring coding best practices are followed o Reviewing test scenarios, functional design & technical design documents to ensure efficiency & that the documentation guidelines & best practices are followed o Ensuring the governed release life-cycle guidelines are followed o Presenting to the platform architect team the technical approach to gain their approval o Report to the platform architect team every week the status of the project and discuss different issues and solutions to them to ensure their involvement o Help business users by giving them different solutions to a problem and explain the impact of each of the solutions to help them chose o Ensure keeping the technical team on the project’s time-line From October 2014 to Present (1 year 3 months) Sr. Process Enhancement Analyst @ Being part of a team which is responsible for enhancing the as-is process within the department by developing tools that would serve the department with better requests handling, history tracking & team performance reporting. o Gathering requirements for Salesforce.com service cloud implementations o Developing Salesforce.com solutions that couldn’t be done using the declarative functions o Developing and maintaining scheduled tasks for migrations between company’s E-Business applications & Salesforce.com(using SFDC DL CLI) o Delivering technical training to the IBG team members o Developing and maintaining any tools with special requirement within the team o Helping & Coaching the IBG team members with their initiative projects if they require any technical help. o Coaching IBG team members if they require any technical skills to accomplish a project they’re working on o Communicating as a delegate to the Principal in matters that involve tools development & deployment o Making proposal presentations to present a new Idea of a tool development Key Achievements: -Developing a database application that included the following modules, Tasks Tally Sheet, Knowledge Base, Work Influx oAs a developer i contributed in a full-cycle Salesforce.com Service Cloud (SaaS) project implementation to build a ticketing system for teams in Cairo, Massachusetts and India using SFDC Service cloud oMore than 20 Automation scripts for web applications oOpened communication channel with several contacts into the contracts department to send large projects directly to the Process Enhancement team oCreated Outlook customization add-ins to automate pulling information for the requests into Oracle Database oCreated an outlook tool to export the emails to be able to empty the team’s mailbox archive. oIn 2 months period I acquired the knowledge for SFDC and delivered a full SFDC implementation From July 2014 to September 2014 (3 months) Process Enhancement Analyst @ From December 2010 to July 2014 (3 years 8 months) Inventory Analyst @ o Working as a member of a team who’s responsible of maintaining the customer’s inventory in EMC’s Database through handling various channels of requests, daily activities included: - Analyzing requests and figuring the needed transactions - Retrieving the needed data to complete the required transactions from various applications - Performing the required transactions. - Replying to the requester with the transactions details - Logging the activities in a tracking sheet From September 2010 to December 2010 (4 months) CRM Specialist @ As the only member in the CRM section my main role was to build an in house complete CRM web application with the following features: -Enter, Handle & track complaints. -Customer satisfaction survey for measuring customer satisfaction. -Calculate teams performance according to specified KPIs As an addition to the above the following was my role as the CRM Supervisor: -Having 1on1 meetings with key account customers to identify their major issues and contributing with the client care teams to solve these issues. -Monitoring Corrective Action Plans provided by correlated departments assuring on time feedback provided based on agreed service levels. -Responsible for the Customer Satisfaction Survey complete lifecycle -Alert cases of severe dissatisfied customers/ -Presenting “Customers’ Hot Issues” monthly -Presenting “Week Areas” monthly. -Handling the scoring of KPI of the Employees and Departments based on SLA & customer satisfaction Additional Projects: Additional to the complaint management system, the following applications were developed: oIKEA Customer Order Management System(COM) oNon-conformities management System oMaterial Requirements Planning(MRP) From June 2009 to September 2010 (1 year 4 months) International Account Advisor @ From October 2008 to June 2009 (9 months)

Bachelor, Information System @ Future Academy From 2003 to 2007 Kamal International School From 1989 to 2003 Haytham Lotfy is skilled in: Business Analysis, Analysis, Requirements Analysis, Project Planning, Telecommunications, Oracle E-Business Suite, Six Sigma, Training, Project Management, Business Intelligence, Integration, Process Improvement, Database Design, Systems Analysis, Salesforce.com implementation