SUMMARY:

Possesses over 18 years of information system implementation experience including project management, system requirements, business process re - engineering, design, development, testing, and training.

SKILLS SUMMARY:

• Siebel 2000, Siebel 8.1 (Public Sector)
• SQL Enterprise Manager
• Microsoft Visual Source Safe
• Rational Requisite Pro
• Visual Basic
• Salesforce
• Crystal Reports
• Microsoft Office (Word, Visio, Excel)
• SunGard intelliMATCH & Stor QM PLUS
• System Development Life Cycle (SDLC)
• ICAgile Certified Professional
• MS SQL Server
• Windows NT / 2000 / XP
• Siebel eScript
• VB
• SQL

PROFESSIONAL EXPERIENCE:

Confidential

Senior Consultant

Responsibilities:

• Specializes in the use of strategy, people, processes, technology and governance practices related to customer relationship management (CRM) application implementations.
• Provide CRM program management support for the achievement of expected business outcomes, metrics, and key performance indicators (KPIs).
• Assist project management teams with resource allocation and supervision, cost/schedule monitoring, project cost estimating, and proposal generation.
• Articulate complex CRM (sales, service, order management, event planning, and case management) solutions to both business and technical clients.
• Support clients with management of full life cycle applications implementations by providing project planning, discovery, design, development, testing, deployment, and administration support on a variety of commercial off-the-self (COTS) application platforms and operating systems: Siebel, Salesforce.com, Oracle RDBMS, MS SQL server, UNIX and Windows.

Project Manager

Confidential, Atlanta, Georgia

Responsibilities:

• Solution implemented a single 311 contact phone number and center for many existing City service phone numbers, while integrating a service request process from point of contact at the call center, down to specific City departments for case work and follow up through resolution if applicable, while incorporating Cloud hosting, a public-facing web portal, integration with IVR/CTI, Hansen, and Oracle BI & analytics. Responsibilities included:
• Managing budget and status reports to customer
• Managing development team activities and solution releases
• Facilitating development between solution host company (Oracle), City of Atlanta business owners, telephony integrators (AT&T and AMC), and internal development team

CRM Senior Consultant/ Lead Business Analyst

Confidential, Maryland

Responsibilities:

• Data mapping activities from Siebel source data to Oracle Data Warehouse.
• OBIEE administrative configuration of reporting objects
• OBIEE front end reporting design

CRM Senior Consultant/ Lead Business Analyst

Confidential, Maryland

Responsibilities:

• Capture of as-is business processes and design of to-be processes (business process re-engineering, and all resulting requirements for requirements document creation.
• System design document creation
• System configuration
• Full life-cycle testing
• Integration of county GIS with Siebel to verify customer addresses
• Integration of OBIEE reporting with Siebel
• Training

CRM Senior Consultant

Confidential, Maryland

Responsibilities:

• Administration of out of box and custom application data across multiple environments for development, testing, and production
• Siebel configuration and testing to meet design requirements
• Post-production change management of bug fixes and enhancement requests
• Creation of client-friendly run books detailing system administration, and user guide for Siebel 8 general functionality, such as record creation, query, update, deletion, and sorting.

Senior Consultant

Confidential

Responsibilities:

• Requirements gathering interview sessions with various departments throughout the organization, including field offices, service centers, headquarters, and international operations offices.
• Requirements management in Rational Requisite Pro
• Documentation of System Requirements deliverable document.
• Facilitation of requirements review sessions with client
• Documentation of System Design deliverable document
• Facilitation of design review sessions with development team and client
• Participation in solution prototyping sessions.

Confidential

IT Business Analyst

Responsibilities:

• Automated manual accounting reconciliation activities that freed up roughly 20 employees for other loan accounting and funds management activities.
• Automated lender transaction data file intake
• Automated debit/credit transaction reconciliation matching procedures
• Automated generation of reconciliation reports for external lenders and management
• Automated input file/output report archiving to stor QM PLUS software
• Converted over 120 static web pages associated with various loan type application flows into 27 dynamic web pages to integrate all loan type application flows into one dynamic flow
• Applied new user account functionality to sister systems for loan servicing and college planning

Confidential

IT Consultant

Responsibilities:

• Confidential designs, builds, and manages mission-critical environments for businesses and governments, with emphasis on high-volume, transaction-intensive, and secure computing, to deliver operational efficiencies, reduced complexity, and increased productivity.
• The company focuses on security, data center transformation and outsourcing, end user outsourcing and support services, and application modernization and outsourcing.

Consultant

Confidential

Responsibilities:

• Facilitation of requirements gathering sessions with OMV subject matter experts during Elaboration phase to gather system requirements and establish use cases.
• Facilitation of joint application design sessions with OMV subject matter experts to translate use cases into design document deliverables.
• Assisting technical team on development tasks based on design documents.
• Working with QA test team to author and execute test cases against software.

Consultant

Confidential

Responsibilities:

• Configured front end of Siebel 7 Call Center software using Siebel Tools; adjusted business components like Account and Contact to fit client requirements.
• Integrated with .NET web services and SQL back end database, through business services, because 75% of application data was stored externally in custom SQL database, due to client requirements that were not met in the Siebel out-of-box database.
• Wrote Siebel business services using VB Script, to call .NET web services performing queries, inserts, and updates on SQL database via XML files.
• Wrote e-script behind applets for field validation and launching of external applications such as Microsoft Word to view application correspondence documents.
• As Siebel team lead, managed daily migrations with Siebel fixes to several different development and testing Siebel environments, for different development phases. Also imported updated LOV values via Microsoft Excel documents, into the different Siebel environments.

Confidential

Consultant, Confidential, Florida

Responsibilities:

• Implemented scanning/imaging system for Confidential traffic citations, with zoned data entry based on pre-defined citation layouts, and highlighted zones as users tab through citation fields, resulting in an 18% increase in department productivity.
• Also implemented self-maintained/upgraded Confidential imaging system, achieved through a designed self-updating feature of the application for all installations, which checks for newer versions of the executable application in a central location, and replaces older version at workstations, allowing for timely upgrades.

Consultant

Confidential

Responsibilities:

• Lead developer of Visual Basic imaging application for the Confidential and Motor Vehicles.
• Application captures FDLIS information via interface and identification documentation images for foreign nationals applying for driver licenses, via scanning, while transferring data/images to central storage (Oracle db) in Tallahassee, FL.

Consultant

Confidential

Responsibilities:

• Designed and implemented a system workflow reporting application for the Confidential Project Pride.
• Built supplement database on SQL Server, with SQL scripts to populate daily, and Crystal Reports to provide daily InfoImage system workflow reporting, run from a Visual Basic application.

Consultant

Confidential

Responsibilities:

• Designed and implemented a system workflow reporting application for the Confidential Mirror Imaging System.
• Built supplement database on SQL Server, with SQL scripts to populate daily, and Crystal Reports to provide daily Confidential InfoImage system workflow reporting.

Consultant

Confidential

Responsibilities:

• Consulted on application consisting of Power Builder front end with Robohelp and Oracle database,
• Participation in project phases included design, implementation, testing, and warranty support.