TECHNOLOGY:

Enterprise/CRM Solutions: Vantive Development tools, Vignette Content Management, Epiphany E.4 Reporting & Analysis, GuiXT

Databases: Oracle, MySQL, SQL Server

Web solutions: LAMP stack, Linux - Apache - PHP; SharePoint

Pre-Sales Tools: Snag-it, Camtasia, TeamViewer, DemoShield

Media production (marketing clips, audio): Pinnacle Studio, audio editing/mixing tools

PROFESSIONAL EXPERIENCE:

Confidential, Falls Church, VA

Salesforce Solution Architect/Team Lead

Responsibilities:

• Salesforce’s new functionality Enterprise Territory Management 2.0
• Salesforce’s Knowledge Management, in the context of complex sharing rules
• Presales: engaged in multiple pursuits (build customer presentations, Proofs of concept of key functionalities)
• Built Global Practice answer to RFI of a Research Analyst firm (key differentiators, references, methodology, etc.)

Service Cloud team lead/architect

Confidential

Responsibilities:

• Provided architecture/migration recommendations and strategy which led to additional business and repositioning of services
• Helped design governance for data management, security & user management
• Helped manage global team (resources hiring and management)
• Provided users support

Service Solution team lead

Confidential

Responsibilities:

• Call Center processes optimization.
• Data Migration and cleansing
• Field Service processes optimization: service lifecycle, qualification of key milestones.

Service Solution consultant

Confidential

Responsibilities:

• Business Process Re-engineering
• Accounting teams’ case management/approval processes: designed and implemented a Global Best practice solution that unified the processes across teams and countries, replacing multiple stand-alone legacy tools.
• Functional specifications of interfaces in complex landscape: Salesforce, SAP, Remedy, Ariba, custom, etc.

Confidential, Oakland, CA

Salesforce Sales & Service Cloud Analyst

Responsibilities:

• Prototyped a POC for the company’s CRM solution
• Enhancements: custom objects, formulas, rules, layouts.
• Process automation with custom workflows.

Marketing & Sales Consultant

Confidential

Responsibilities:

• Developed qualification approach as well as cloud sale process for Microsoft’s Office 365 cloud service, in use for last 2 years for 500 Microsoft’ sales specialists.
• Created a complete story/use case demo for an online application supporting the sales process to explain and showcase the cloud solution, while at the same time stepping the customer through the sales process.
• Created Marketing & Sales videos for the 4000 AE Sales team (achievements, goals, etc.) for global sales conferences.

Pre-Sales Consultant for SAP Sales / Service Solutions (ERP, Cloud & CRM)

Confidential

Responsibilities:

• Successfully developed and sold business and IT case to Global Senior Executives and CEO for implementing SAP Service in Phase I (Big Bang) vs. originally planned Phase II approach.
• Specific challenges: volumes of transactions, size of installed base, company history and culture towards IT solutions, IT landscape (>30 applications), existing IT team.
• Successfully rescued underperforming project in crisis mode.
• Turned around Senior Executives’ perception of SAP’s Service solutions against competitor products.
• Prototyped and demonstrated SAP Cloud Sales OnDemand for Senior Executives and PMO.
• Built service roadmaps/options encompassing SAP ERP, CRM and Cloud Sales OnDemand.
• Helped internal PMO and sponsor sell the project internally (transformation, BPR gains).
• Successfully recommended a redesign of the Service processes (prototype, presentations).
• Successfully recommended to IT and business managers a 2-month extension of the project.

Project Manager / Lead / Solution architect

Confidential

Responsibilities:

• Defined project and components phasing to deliver a global Quality System.
• Designed, configured, documented CAPA solution (hub for information access, reporting, etc.).
• Project planning and scoping (new service offering process & tools).
• BPR, prototype and implementation for the Quote to Cash process of a new product line.
• Prototyped SAP Solution for Quality Department CAPA requirements; Supported software selection.
• Successfully implemented new Call Center solution: from 150 to 8000 calls logged in system monthly.
• Project was featured Success Story in Customer’s internal Newsletter. (Complete UI redesign).
• Completely designed and built new Call Management solution for multiple teams (100 users).
• Successfully recommended a major overhaul of the Depot Repair solution to cross-functional team (prototype, presentations).
• Collaborated with Call Center Leadership Team to institute major cultural shift (KPIs redefinition, etc.)
• Project scope definition, budgeting, resources selection (36 people, various vendors).
• Periodic status reporting to Senior Executives, Program managers.
• Defined, managed project plan and milestones, internal/external resources.
• Defined project plan for Master Data Management initiative and conversion strategy.
• Integrated Project into 3-year roadmap to migrate from highly disconnected systems landscape.
• Designed, configured, documented CAPA solution (hub for information access, reporting, etc.
• Design specifications for interfaces with partners and customers via e-commerce web site (B2C).
• Post-implementation support.
• Delivered better integration with other departments, reliable reporting and efficient user experience.
• Redesigned Call Center scope (150 users) and solution to replace over 10 legacy systems.
• Streamlined and implemented Call Center and Field Service solution in aggressive timeline (3 months).
• Global project: Redesigned User Interface (UI) to optimize user experience.
• Field Service / Preventative Maintenance: implemented for Americas, EMEA, and APAC.
• Agile implementation: 12 weeks, requirements changes addressed, customer collaboration.
• Implemented Gold Client (data migration tool) / Test & evaluation of impact of Installed Base redesign.
• Part of 5 projects, 3 of them critical and high visibility in very complex IT landscape (>30 systems).
• Configured complex aircraft/components Installed Base: leveraging templates/products, individual objects.