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Salesforce Consultant, Engagement Manager Resume

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Atlanta, GeorgiA

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SUMMARY:

Information technology professional with 15+ years planning, developing and implementing cutting - edge solutions to support the strategic business plans of large, multi-disciplinary organizations.

EXPERTISE:

Salesforce SFDC IT Strategy Project Management Business Process Improvement Call Center Technologies Systems Development Life Cycle(SDLC) IT Development IT Infrastructure Telephony CTI Integration Technology and Business Process Integration

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, Georgia

Salesforce Consultant, Engagement Manager

Responsibilities:

  • Responsible for the overall management and delivery of Salesforce centric client engagements.
  • Lead clients through business process discovery and requirements gathering.
  • Provide solution design and platform recommendations.
  • Translate business requirements into technical requirements for Salesforce Sales Cloud and Service Cloud platform deployments.
  • Manage client relationship, on going negotiations and budget considerations.

Confidential, Largo, Florida

Director, Information Technology

Responsibilities:

  • Researched, sponsored and managed project specific Salesforce.com implementation utilizing Service Cloud and AppExchange solutions for legacy application replacement and business model improvements and growth.
  • Drive C-Level buy-in, ROI analysis, project funding and cost benefit analysis for technology solutions. Managed partner relationships including partner selection, contract negotiations, and overall project deployments.
  • Researched, sponsored and managed enterprise adoption of business process improvements around the business analyst and project management roles. Requirements gathering, business process mapping; alignment with technology solutions such as Cisco Contact Center and Salesforce Service Cloud.
  • Implemented corporate wide process controls around project selection and implementation using PMI, IIBA, Agile and SDLC methodologies.
  • Sponsored and managed multiple enterprise agreements, including Salesforce, Office 365, Exchange and SharePoint cloud based technologies. Managed multi million-dollar capital and operating budgets.
  • Project Manager for all large corporate IT projects, including Cisco Contact Center migration and upgrades, Saleforce.com, Service Cloud, Web Services Integration, App Exchange, CTI Integration with CorVisa Cloud PaaS; HTML, APEX, VisualForce, Others include Lawson Financials, Microsoft Enterprise Agreement, corporate office and data center build and move.
  • Directed management of PCI compliance for Level 3 merchant status.

Confidential, Clearwater, Florida

Senior Manager IT Operations

Responsibilities:

  • Developed and implemented a plan for restructuring IT Operations group, saving $250,000 annually while maintaining 24/7 coverage.
  • Evaluated IT budget and identified areas to more efficiently manage hardware lifecycle and capital purchases, reducing annual hardware maintenance costs by 20%.
  • Recommended transition to VoIP and directed successful migration of 400+ station PBX using Cisco Call Manager 5.x.
  • Created a plan and managed extension of VoIP technology to remote workers.

Senior Network Engineer

Confidential

Responsibilities:

  • Managed all corporate network infrastructure components; developed strategies to ensure proper functionality of Cisco routers and switches, CheckPoint firewalls and Microsoft Windows servers.
  • Selected to project manage the migration from terminal-based clients to desktop personal computers, successfully completing the project on time and within budget.

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