SUMMARY

• Successful technical and functional project manager in customer facing solutions in a number of industries wif a proven track record in teh field, especially financial services, telecom and technology, manufacturing, insurance, professional services and life sciences.
• Managed a number of successful projects in teh US and abroad.
• Performed and managed process change, application development, user interface design, rollout and initial support.
• Managed implementation of extensive interfaces to other systems for employee, customer, product, order information.
• Demonstrated accomplishments in business development and staff management.
• Salesforce.com certified administrator.

TECHNICAL SKILLS

• Oracle DB Triggers & Stored Procedures
• PL/SQL
• SQL Server
• Unix
• Linux
• Windows Server
• Java Scripting
• VB Scripting
• SOQL
• XML
• SOAP
• Client Server
• SaaS
• APEX
• VisualForce

PROFESSIONAL EXPERIENCE

Confidential, Woburn MA

Program Manager

Responsibilities:

• Developed and implemented Professional Services Functionality for newly created Professional Services Group
• Develop and implemented a WW strategy for sales cloud deployment and acceptance. Multi currency, multi language, localized
• Support worldwide user base - 600 users in multiple offices and 5 call centers.
• Develop and implement strategies for increasing WW maintenance revenue. Strategy implementation included developing on-save APEX triggers to create renewal opportunities and Visualforce pages for generating renewal notifications generated from workflow rules. Successful implementation generated significant uplift in renewal revenue.
• Lead Marketo implementation and integration wif Salesforce.
• Support WW sales organization, PRM, SFA, 3 tier sales model.
• Worked wif business owners to develop business requirements for updated sales and support processes and worked wif teh development community for implementation.
• Architect continuous improvement programs globally.

Confidential

Responsibilities:

• Project manager for client project delivery for Salesforce.com using teh current SalesForce project methodology (plan, design, develop, deliver). Hands on implementation, interface design, configuration, budget, schedule and quality responsibilities.
• Worked wif client business owners to develop business functional requirements for implementation.
• Created a SaaS project methodology for more complex projects that is currently used.
• Multiple Salesforce.com implementations in USA and Canada
• Cross Border Execution & Custody: Project/Product to enable broker dealer clients to trade international equities during NYSE hours and see trade results and portfolio in USD. Responsible for developing business requirements for post trade activity which included clearing, reconcilement, reporting, corporate actions. Additionally responsible for operational readiness, testing coordination, client on-boarding, client meetings for progress. Worked wif teh client and SSC development resources to define and execute reporting interfaces between SSC and teh client base. Product is currently being deployed.
• Tax Transparent Pooling: Project/Product to enable retirement funds to trade wifout tax consequence in international (primarily European) markets. Responsible for developing business requirements for corporate actions, tax treatment. Product is currently in development.
• Contractual Settlements Initiative: Project to insure that qualified clients would receive funds treatment according to predefined schedule independent of actual funds flow. Responsible for developing business requirements and operational readiness wif process flows. Delivered project to production.
• Program Lead in developing a support center solution for teh worldwide sales force in professional services. Accomplishments included business case development, functional and technical design, including teh user interface, development, deployment and stabilization.
• Project lead for integrating new functionality into Oracle’s project accounting system, part of their applications suite. Responsible for business case, requirements, design and implementation management. Clients for teh project were project managers and sales leads.
• Developed and implemented support strategies for ongoing support of teh Oracle application. Developed support metrics for senior management analysis. Managed teh daily operation of teh support center, operating on a 5 by 24 operating schedule.

Confidential, Chicago, IL

Senior Manager

Responsibilities:

• Delivered a technical roadmap for marketing, sales and service to a Canadian telecom and media company. This roadmap would combine disparate business intelligence and customer management systems to provide integrated marketing automation and CRM across several lines of business. Led teh RFI/RFP process resulting in teh final vendor selection.
• Delivered an outbound telemarketing solution for a major media company. Features included connection to legacy system, automated order processing, product availability, CTI integration to a dialer, and a high efficiency user interface. Also automated regulatory compliance wif teh various state regulations for telemarketing. Led teh data conversion effort and interfaces to campaign management. Functionality ran from marketing automation through call delivery and order processing. Implemented extensive real time interfaces via MQ to mainframe based customer management system. Developed real time interface to Epiphany MS function.
• Proposed and led a program audit for a large pharmaceutical company. Project was behind schedule and over budget. Developed and presented risk mitigation strategies, suggested project remedial action, and staffing alternatives for production transition and ongoing support.
• Contributed to developing offshore relationships as teh technical/project management SME. Applied CMM techniques to evaluating potential partners.

Confidential, Lake Forest IL

Senior Principal

Responsibilities:

• Proposed and won CRM (Customer Service) solution for startup storage management company. Initial client commitment was $500K. Ultimately booked over $3M for WEB presence development for Customer solutions. Led teh development of real time interfaces between teh CRM solution and teh defect tracking system that was used in engineering.
• Proposed and won significant upgrade to CRM (Customer Service and Order Processing) solution for a European Telecom company. Ultimately managed over 12 resources on teh ground: colleagues, client, and subcontractors. Proposed and implemented other functionality enhancements for this client. Managed an international team of up to 15 persons including client and consulting personnel, delivering this solution on time to teh client satisfaction. Proposed and won an order management system interfacing teh CRM customer intelligence wif teh provisioning system.
• Proposed and won add on work in CRM system performance management system for multiple call centers wif over 3500 named users for a large US cellular service provider. Managed teh resulting development effort
• Led teh development and implementation of a worldwide SFA solution in Siebel for a business magazine publisher. Implemented using a RAD based development methodology for a quick implementation.
• Led teh development of a customer service solution for a large shipping company wif 4000 named users. Included Java interfaces to their package tracking system and an interface to teh Genesys CTI system.
• Developed both vendor agnostic and vendor specific methods and templates for easing teh implementation of Siebel and other CRM/SFA solutions. Developed sales tools around teh methodology. Used SLDC as teh development methodology baseline.
• Led teh development of a CRM solution for teh server sales force at a large computer manufacturer. This development included integration to teh clients CTI system. Developed custom pricing/configuration module to improve agent productivity and accuracy.
• Conceived and implemented, for an energy marketer, an order management system around Vantive. Resulted in significant cost savings through rate structure automation and teh rollup of demand prediction to enable accurate hedging of teh commodity, thus minimizing commodity cost.
• Developed and implemented an order management and provisioning system for an internet infrastructure firm. Included inventory management of strategic warehouses, workforce management, and interface to Oracle financials. Currently deployed US, Europe and Pacific Rim. Managed teh development staff of 6 persons including subcontractors.
• Developed and delivered a rapid deployment model customer service solution for a large computer manufacturer. Initial deployments were for printer service, OS (UNIX) service issues followed by storage systems service.