IT professional for more TEMPthan 23 years wif innovative, results - driven, and accomplished leader offering 15+ years of global implementation experience and in-depth business and industry noledge.
Processes the noledge and ensure the client’s business and IT are in alignment. Played a critical role in linking the business and processes of the client organization using multiple architectural models dat will be met in an efficient, sustainable, agile, and adaptable manner.
Adeptly trained SAP C4C Functional in Project Implementation. Certified SAP HANA and SAP CRM 7.0 wif 8+ years of success in Sales, Marketing and CIC. Certified PMP wif excellent track record in on-time project execution and strong analytical talents.
Certified ITIL wif confidently communicate business and technical requirements into easily understanding concepts and document solutions. Certified Oracle DBA and Certified Java for Business applications.
Confidently led CRM teams and ensured seamless integration and end-to-end processing of 3 CRM implementation projects and 2 CRM support projects
Played key role developing business process and functional specification documents using ASAP methodology.
Expertly defined and streamlined business process and architected and integrated solution into application system.
Optimized turnaround time on high-volume customer issues from weeks to hours
Confidential, Chicago, IL
Lead Software Engineer
Managed SAP CRM team of 8, including resources from client, contractors, and employees
Oversaw both on-shore and off-shore resources
Led project team of 2 to 10 members and mentored top-performing consultants dat exceeded customer expectations
Defined current and future state models, implementation strategy, detailed development plan, offshore, configuration, testing and production support
Analysed and communicated data to team about all functional design, functional specifications, and configuration documents
Confidential, Naperville, IL
Lead Software Engineer
Facilitated CRM base customization in CIC, TIBCO as Middleware, CTI and Flex UI
Led successful Call Center implementation project dat allowed OfficeMax’s customer service agents to communicate wif customers via multiple channels (phone, email, chat and fax). Reduced average handling times and improved customer satisfaction.
Performed middleware jobs during initial load of replication of orders, customer master and material master, and pricing condition records, procedures, condition types, and tables.
Managed and coordinated technical resources necessary to implement solutions for complex business requirements.
Guided and directed project teams in requirements gathering, design, and development of CRM solutions
Gathered business requirements, led workshop sessions, and resolved issues, including: determining root cause, possible solutions, and implementation/communication of the final solution to the business
Analysed required configuration/jobs/programs dat needed to be written or revised, and estimated time and resources needed to complete project/assignment
Acted as technical resource for team and assisted in setting standards and guidelines for existing and new technologies. Kept up wif and assisted development staff in implementing new and emerging technologies
Assisted wif design of business objects reports for analysis of call center, marketing and sales force automation metrics
Designed integrations between OfficeMax’s SAP CRM system, Flex UI, the company’s telephony system (AVAYA), ECC system, and other Oracle based systems
Senior Software Engineer
Experience in CRM base customization in Sales and Web UI
Configured sales order management wif partner determination, organization determination, actions, date profile, text determination
Involved extensively in configuration of pricing procedures for different pricing scenarios are per requirement in CRM