SUMMARY

Information technology professional with 9 plus years of Salesforce development, administration, and architecture, as well as 12 plus years of business systems analysis, product management, software engineering, project management, and mechatronic engineering services in industrial equipment, manufacturing, and retail.

PROFESSIONAL EXPERIENCE

Staff Software Architect / Salesforce Solution Architect, DT - PWR

Confidential

Responsibilities:

Salesforce Solution Architect with Confidential for GE Power SFDC Org

Manager, Online Product Management - Salesforce

Confidential

Responsibilities:

• 2 years Salesforce Administrator & Developer
• Managed development roadmap for HomeDepot.com Contact Cers
• Maintained strategic alignment of development roadmap between Onlentine and Store Customer Care Contact Centers

Technical Engineer / Software Engineer

Confidential

Responsibilities:

• 3 plus years Salesforce Administrator & Developer
• Implemented ServiceMax field service management suite for USA service operations.
• Identified requirements and drove alignment with multiple USA service units' business processes.
• Administer ServiceMax for all USA Service Units.
• Co-administer Salesforce - USA, Canada, Mexico territory.
• Assisted integration of Confidential USA with Confidential Stork service business operations.
• Identified requirements, communicated, and implemented "One Number" project integrating Cisco Unified VOIP, Confidential Townsend Des Moines office analog PBX, and Confidential Stork PBX to work with one customer number, common prompts, messaging, etc.
• Identified requirements for Confidential Townsend Des Moines service requirements for CRM needs.
• Implemented, trained, configured Salesforce CRM to align business process changes for Confidential Townsend Des Moines.
• Identified requirements, developed, and implemented RMA web based rebuild tracking system.
• Identified requirements and created business case for integration of RMA system with SRD and Salesforce.com.
• Identified requirements, and integrated install base management (IBM) functionality within Salesforce in accordance with prior SRD functionality.
• Identified requirements for a 7 language, global customer satisfaction survey system with multiple global SSU requirements to meet global service vision.
• Managed development of SRD system to support global survey system.
• Identified requirements, documented, and communicated needs with stakeholders for replacing ServiceLedger and implementing ServiceMax with Salesforce.
• Documented requirements from Confidential USA, Confidential Townsend, Confidential Stork, and communicated with new Salesforce corporate team in Iceland and the Netherlands.
• Identified requirements, developed, communicated new Service Report document creation within Salesforce.

Service Engineer / Software Engineer

Confidential

Responsibilities:

• 4 plus years Salesforce Administrator & Developer
• Identified requirements, co-developed, and implemented a web based system - Service Remote Dashboard (SRD) - for field service reporting to digitized, make searchable, indexable, reportable.
• Identified requirements, co-developed, and implemented the SRD to include field service time keeping and expense reporting.
• Identified requirements, developed, and implemented an internal Intranet for Confidential Stork's Aftermarket Sales and Service Team.
• Identified and documented requirements, created flowcharts and project documentation, communicated and suggested improvements for an SAP implementation.
• Identified requirements, communicated, and assisted in master data migration.
• Worked hand in hand stateside and in Boxmere, Netherlands to perform fit-gap analysis.
• Successfully mitigated and drove change to both Confidential global service business operations and Confidential Stork USA service and parts operations within SAP.
• Identified and documented business and system requirements for Confidential Stork's Spare Parts inventory forecasting SLIM4 developers to configure their inventory planning system to match Confidential Stork USA's spare parts needs.
• Identified requirements, configured, and implemented Salesforce.com CRM for Confidential USA operations.
• Identified requirements for service scheduling, dispatching, and resource management business processes.
• Worked hand in hand with ServiceLedger developers to drive changes to their application to meet Confidential 's service process needs.
• Implemented ServiceLedger Complete to support the service scheduling, dispatching.
• Identified, documented, and communicated requirements for Cisco Unified Communications phone PBX upgrade.
• Worked closely with Cisco developers and sales reps to successfully migrate all Confidential Stork parts and service analog PBX into new VOIP Cisco system.
• Served as key resource for many other departmental business planning and IT projects.

Electronics Service Engineer

SAP Specialists / Software Engineer

Confidential

Responsibilities:

• Identified, highlighted, documented, and flow-charted commonality in the business processes involved in equipment maintenance, service, and repair.
• Performed and documented fit-gap analysis of these business processes and those workings within the corporate configuration of SAP R/3.
• Communicated these differences with all stakeholders from plant maintenance personnel, to the SAP corporate team, to district executive management, and more.
• Gathered system requirements for master data and the integration of prior MS Access, other databases, and paper catalogs
• Gathered business process requirements for all other areas of inputs, outputs, and touch points with other departments and SAP R/3 modules.
• Aligned all requirements with corporate directives.
• Managed successful business process changes.
• Assisted with configuration of the systems to reflect these changes
• Created all training materials; handouts, presentations, etc., and performed user training.
• Supported a successful Go Live, follow up, and future SDLC changes for a future SAP upgrade.