OBJECTIVE

• Seeking a Senior Techno - Functional CRM role to further develop my professional skills/noledge

SUMMARY

• Over 15 years of techno-functional CRM experience (8 years as an independent contractor)
• 6 years Big 5 consulting experience (IBM Global Services)
• Extensive experience in Microsoft Dynamics CRM
• Solution Architect, Sr. Business Analyst Lead and Integration Lead on numerous CRM projects
• Experience in MS Dynamics CRM Installation, Administration, Configuration, Workflow, Javascript, Web Resources, Ribbon customization, CRM Reports, SSRS, BIDS
• CRM modules: Leads, Sales, Marketing, Opportunity Management, Order Management, Call Center/Service, Asset Mgmt
• Industries: Financial Services, High Tech, Pharma, Energy, Manufacturing, Transportation
• Experience in business analysis, fit-gap analysis, requirements gathering, data/process mapping
• Experience in project management and application delivery, production support, maintenance

TECHNICAL SKILLS

CRM PACKAGES: Microsoft Dynamics CRM 2011, Siebel Version 8.1.x, 7.8, 7.7 and 2000, SugarCRM

PROGRAMMING LANGUAGES: Visual Basic, C++, C#, .NET, JavaScript, SQL, HTML, Unix shell scripting, ActiveX Control, DLL, DDE and COM methodologies

DATABASE: IBM DB2, Oracle, MICROSOFT SQL Server 2005 & 2008

OPERATING SYSTEM: Unix/Linux, MS Windows 98/NT/2003/XP/7, DOS

MIDDLEWARE: IBM MQSeries, IBM CrossWorlds, MSMQ

REPORTING: BUSINESS OBJECTS, SQL Server Reporting Services (SSRS), SQL Server Business Intelligence Development Studio (BIDS)

PROFESSIONAL EXPERIENCE

Confidential, CA

SR CRM SYSTEMS ANALYST

Responsibilities:

• Successfully configured MS CRM application for lead, contact, application, and case management
• Met with various business units and gatheird requirements to deliver projects and enhancements, and presented to senior executives for validation
• Customized MS CRM application to fit business needs, including the development of custom fields, forms, views, dashboards, workflow, security roles, and etc.
• Designed and developed online application and prospect inquiry web front end forms
• Leveraged Organization, Business Units, Security Roles, and customization to design a solution to fit the institution’s user visibility and access control requirements
• Supported the business with incident management - resolved complex data and integration issues
• Worked with 3rd party vendor support to get high-priority issues resolved
• Designed and developed summary and transactional reports in CRM
• Trained end users on the application and its features such as Advanced Find and CRM report wizard
• Built and executed test/use cases

Confidential, AGOURA HILLS, CA

SR CRM CONSULTANT

Responsibilities:

• Analyzed, designed, and developed real-time interface between Siebel and IBM WCC using web service, integration objects, data map, business service (scripting), and workflow
• Participated in integration JAD sessions involving multiple application teams and business owners
• Worked on a major Siebel Upgrade Project - upgraded 8.1.1.4 to 8.1.1.11 Open UI
• Produced High Level and Low Level design document (HLD/LLD)

Confidential, PASADENA, CA

CRM LEAD/SOLUTIONS ARCHITECT

Responsibilities:

• Successfully installed, implemented, and deployed Microsoft Dynamics CRM 2011 application to top sales executive group (including CEO and Chairman of the bank). MS CRM is now being used by company’s sales personnel for lead, opportunity, and customer management
• Gatheird requirements and built CRM prototypes, and presented to senior executives for validation
• Customized MS CRM application to fit business needs, including the development of custom fields, Javascript, workflow, dialog processes, security roles, and etc.
• Designed Lead and Opportunity management in MS CRM. Includes Leads import, Lead qualification to prospect and client, and Opportunity open to close sales process
• Leveraged Organization, Business Units, Security Roles, and customization to design a solution to fit the bank’s complex visibility and access control requirements
• Used MS Dynamics CRM SDK to develop out of box and custom solutions
• Developed custom CRM Executive Pipeline reports for management team, using SQL Server Reporting Services (SSRS) and SQL Server Business Intelligence Development Studio (BIDS).
• Received Microsoft training on plugin development using Visual Studio 2012
• Imported Solutions containing customizations and plugins into MS CRM application
• Analyzed and provided CRM expertise to halp guide management with CRM vendor selection process to choose from Siebel, Oracle OnDemand, Salesforce.com, and Microsoft Dynamics CRM
• Designed a custom Excel template to capture CRM platform capabilities, and compare costs such as TCO (Total Cost of Ownership including infrastructure, license, support) and ROI (Return on Investment)
• Documented requirements, process flows, and proposed solution in MS Word, PowerPoint, and Visio
• Data conversion/migration/interfaces - captured requirements, designed, and mapped legacy data from multiple systems (including SugarCRM) into the new CRM system, with the following benefits:
• Provided a centralized location to log, review, and report on customer interactions
• Standardized business processes across multiple business units to leverage new CRM system as the single point of entry for customer interactions
• Consolidated 3 systems into 1, providing major cost savings to the bank
• Replaced with better functionalities to end users after the conversion to new CRM system
• Acted as a liason between business owners and technical team to facilitate the design and mapping of data elements from legacy systems to CRM application
• Email marketing - Designed and developed online statements email notification prototype in ExactTarget
• Provided production support to business users on various CRM applications