SUMMARY:

• SalesForce CRM Project Management executive with a solid history of directing and implementing complex SalesForce SDLC projects/programs on - time and within budget for 10 years. Worked with various CRM Customer Relationship Management and PRM Partner Relationship Management products including SalesForce.com, Microsoft Dynamics CRM, Oracle’s PeopleSoft FSCM, FMS, HCM, Oracle, Clarify eFrontOffice Suite, and Oracle’s Siebel CRM.
• Experience includes implementing Sales Cloud, Service Cloud, Marketing Cloud, and Veeva CRM within SalesForce and working directly for Confidential ., a CRM software company as a Consulting Manager. There is a record of success with Contact Centers and software development initiatives. Manager, who is a strong communicator with interpersonal and liaison capabilities to promote a winning vision by articulating Project Level of Effort and takes charge of software design and development in all SDLC projects.
• Utilized Microsoft Project and Agile/Scrum Methodologies and a CRM Subject Matter Expert (SME) for over 15 years and Six Sigma Green Belt certified. Custom designed ERP (Enterprise Resource Planning) for General Electric, Confidential, Lord Corporation, Nutmeg Industries, Inc., and Confidential spanning 15 years.

CORE COMPETENCIES

• Business Analysis
• Change Management
• Content Management
• Communications
• Captured Biomedical Data
• CRM Implementations
• Data Migration
• Training
• SDLC/Testing
• Global Deployments
• ERP Implementations
• Microsoft Project
• PlanView Enterprise
• Portfolio Management
• Earned Value Management
• Solution Architecture Selling
• Oracle SCM Testing
• UAT - User Acceptance Testing
• Technical Project/Program Management
• Server Clarity PPM
• Planning and Budgeting
• Business Analysis
• SharePoint 2013
• QA
• Six Sigma DFSS Green Belt
• CPQ - Configure
• Price
• Quote
• Technical Writing
• Software Design and Development with SDLC
• Agile
• Scrum Methodology
• Waterfall Methodology
• Partner Relationship Management - PRM iOS Applications on iPads and iPhones for Field Sales Users

TECHNICAL SKILLS:

Industry Experience: Insurance, Financial Services, Manufacturing, Retail, Distribution, Pharmaceutical, Health Care

Packaged Software Experience: CRM/XRM, Oracle’s PeopleSoft FSCM, FMS, HCM, SaaS Applications, OracleR12, Clarify eFrontOffice, CRM/XRM, Microsoft Dynamics CRM 3/4/2011/2013/2015, SalesForce.com CRM, PRM, Marketing Cloud, Service Cloud, and Sales Cloud, Veeva CRM implementations, Apex, Visual Force, Web Service Integration with SFDC, Oracle’s Siebel Sales, Service, Repair, Contracts7.8 CRM, UCCE Call Center, ERP, Microsoft Dynamics AX 2009/2012, SAP CRM 2007, PeopleSoft ERP, Oracle ERP, Accounting, Oracle eBusiness Suite, SCM, Market MAX, Integrated Merchandise Planning, IBM Retek, CMS/ECM/WXM, Content Management System, Data Loader, SharePoint 2013

Operating System Experience: IOS 9.3.2, Windows 10, UNIX, SalesForce Mobile SDK with iOS, Windows 8.1/7, Linux

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

CRM / XRM Technical Project/Program Manager / SalesForce Architect

Responsibilities:

• Managed SaaS Application implementations of up to 38 team members with CRM / XRM projects and operational activities to successfully meet and exceed client budget, timeline priorities and requirements quality. Managed on-shore and off-shore developers to design and make configuration and customizations to package software to support CRM software application development projects.

Confidential, Waltham, MA

CRM Business Lead

Responsibilities:

• As CRM Business Lead supported the Veeva within SalesForce.com implementations of monthly releases of SFA - SalesForce Automation with Sales Cloud within various business units of Shire Pharmaceuticals. Shire’s Veeva implementation includes the integration of Service Cloud and SalesForce Mobile SDK with iOS experience with iPad Veeva application to help pharmaceutical sales representatives in the field with their marketing and sales efforts. Responsibilities included gathering and writing up new business requirements to be incorporated into the application. Used JIRA to keep track of Work Requests in the Veeva CRM SFDC development environment and supervised the software customizations for the development sprints. Maintained biomedical information and customer maintenance within Veeva CRM with Apex programming and Visual Force.

Confidential, Rochester, NY

SalesForce Technical Project / Program Manager

Responsibilities:

• As SalesForce Technical Project / Program Manager, lead the CPO - Channel Partner Operations PRM - Partner Relationship Management program Release 3a and 4 using SaaS ApplicationSalesForce.com Marketing Cloud with Appirio and Tree House implementation vendor partners using Agile/Scrum Master Methodology and SDLC - Software Development Life Cycle. The Customizations included changes to the Marketo Interface with SFDC Lead Management, monitored and approved software development during the two 3-week sprints to complete the software development correctly and on-time. The future state to-be requirements, design sessions contributed to the following functions modified: Business Planning, Lead Routing, Partner On boarding Management, Chatter Communities/EmailTemplates/Content Collaboration, Partner Agreement, Opportunity Management, Basic Forecasting, POS Visibility, Pricing Exception Process, Spring Planning, and Marketo Interfaces to SFDC with Apex and Visual Force. Lead Business Analysts in the creation of User Stories and validating requirements. Utilized Change Management techniques to ensure users accept the changes that are highlighted by the Project. Microsoft Project& Earned Value Management (EVM) - track budget.

Confidential, Rochester, NY

Senior Project/Program Manager

Responsibilities:

• As Senior Project/Program Manager, lead the Product Suite Adjustments project for Individual and Small Groups. Project Team consisted of 35 Business Analysts, Architects, and Configuration Informatics software developers; Medicare Enrollment Readiness and Claims within a PMO Methodology. Change Management, Waterfall Methodology, Communications, Planning, SDLC and Budgeting was followed and adhered to along with Clarity for issue and bug tracking and Technical Writing. Used Microsoft Project, EVM and implemented EDI 820 and 834 transactions to convey biomedical information.

Confidential, Atlanta, GA

Internet Marketing Director/SalesForce Architect

Responsibilities:

• As Internet Marketing Director/SalesForce Architect, proposed, sold, designed, and implemented MS Dynamics AX ERP 2012 by migrating from 2009 and migrated MS Dynamics CRM / XRM and eCommerce, CPQ - Configure, Price, Quote solutions to clients of Confidential . in Atlanta, GA. The MS Dynamics customized functionality leveraged Sales, Service, and Marketing aspects of MS Dynamics to meet NCR’s requirements. Utilized Oracle eBusiness Suite for NCR. Supported SharePoint 2013. Lean methodology, SDLC - Software Development Life Cycle, testing, and training experience. Monitored Budgets during the project life cycle using MS Project and performed Technical Writing of end user documentation. Implemented ECM, WXM, and CMS - Content Management System for NCR.
• Designed new MS Dynamics application screens and re-purposed existing data elements while adding new data elements to screens to complete customizations and configurations to meet the requirements. Implemented OMS Order Management System at Bechman Coulter and used Clarity for bug and issue tracking. Utilized MS Project & Earned Value Management (EVM) to track budget.
• Implemented and supported SharePoint 2013 as a SharePoint Project Manager to implement Content Management for NCR.
• Implemented full life cycle of SaaS ApplicationSalesForce.com using Service Cloud with Apex programming and Visual Force. Interfaced Linux and AS400 to SalesForce.com.
• Managed software development teams to customize and configure the packaged software to meet the requirements for the client. Conducted Change Management for National Cash Register as a Project Manager.
• Hired, lead, and implemented by overseeing large multi-functional teams and effectively coordinating / prioritizing operations to ensure that company goals were met. Utilized .NET, Visual Studio, C#, SharePoint, SQL Server platforms, and Web Sites.

Confidential, Bloomington, IL

CRM / XRM Salesforce Architect, Business Analyst, and Subject Matter Expert

Responsibilities:

• As CRM / XRM Salesforce Architect, Business Analyst, and Subject Matter Expert, conducted a CRM and Agency Management System assessment and vendor selection for the Sales and Service Platform for 17,000 Confidential agencies nationwide.
• Vendor selection resulted in 5 proofs of concepts featuring: MS Dynamics CRM 4.0; NetSuite CRM+; SalesForce.com; Applied Systems; and Nexsure / Xdimensional. The MS Dynamics POC included Sales and Service customized functionality which consisted of Auto Insurance objects linked to Account within MS Dynamics.
• Supported the deployment and management of custom iOS applications to field sales users within State Farm on iPads and iPhones.
• Drove Business Analysis, Requirements Sessions, Solutions Design, and POC documentation and configuration of SFDC as Scrum Master with Agile Methodology. Utilized Microsoft Project & Earned Value Management (EVM) to track budget.
• SaaS ApplicationSalesForce.com Marketing Cloud, Service Cloud and Sales Cloud were selected to become the full life cycle implementation within Confidential Company. Visual Force and Apex development tools along with web service integration were used to make changes to the SalesForce application to meet the requirements.
• Technical Project Manager for the customization, configuration, and implementation of SalesForce.com Service Cloud with integrations to legacy systems. Managed the project from inception to implementation with 15 people including Functional Consultants and Software Developers with MS Project. Interesting Training Challenge with 14,000 users with UTube videos and email surveys to indicate that training was delivered successfully.
• Facilitated Business Analysis requirements gathering and Change Management Process and worked with Agile/Scrum Methodology and utilized Clarity for bug and issue tracking and UAT - User Acceptance Testing. Responsible for creating Project Plans, Reports, Risk Mitigation, and Stakeholder Management. Claims, P&C - Property and Casualty, Technical Writing and Compliance Insurance experience.

Confidential, New York, NY

Technical Project Manager

Responsibilities:

• As Technical Project Manager, conducted Oracle’s Siebel Sales, Service, Repair, Contracts7.8 CRM / XRM implementation for Confidential, a division of Standard and Poor’s in New York City which consisted of two Contact Centers. Improved customer service by delivering an outstanding customer experience using Agile Methodology, SDLC as a Scrum Master while helping reduce employee turnover rates in the center. Communications and Change Management were key components of success.
• Managed a team of Functional and Software Developers including Business Analysts using Siebel Leads module to capture, migrate, and convert leads to opportunities along the sales funnel and onto closed sales with MS Project with EVM and Clarity for issue and bug tracking with Technical Writing to document user training material.

Confidential, Boston, MA

Technical Project Manager

Responsibilities:

• As Technical Project Manager managed Servers and Desktop Infrastructure to support a Microsoft Dynamics CRM/XRM, Version 3.0 implementation for Confidential Corporation, Boston, MA, which included 5 outsourced contact centers. Identified opportunities to cross-sell and up-sell the customer. Implemented automated call back to eliminate the need for customers to wait on hold in the contact center. Adapted Sales and Service functionality within MS Dynamics CRM to interface with a FAX server and help supply heating oil to qualified customers during the cold months. Utilized Waterfall Methodology and Change Management, while utilizing Microsoft Project & Earned Value Management (EVM) to track budget.
• Managed Business Analysts validating requirements and outside Software Development Support and Hardware vendors to insure operations ran smoothly within a .NET platform with C# and Visual Studio for the GUI.

Confidential, New York, NY

Technical Project Manager

Responsibilities:

• As Technical Project Manager managed an ERP /SAP CRM2007 implementation at Confidential in New York, NY with MS Project which included Software Developers and Business Analysts. Improved KPI’s. Reduced cycle time to 1 day from 5 days for Vendor Managed Inventory Replenishment. Improved complete and on-time orders to 98% from 70%.Reduced inventory by 22%. Managed Business Analysts gathering requirements. Used Change Management, Waterfall Methodology and utilized Microsoft Project & Earned Value Management (EVM) to track budget.

Confidential, Denver, CO

CRM Testing Manager

Responsibilities:

• As CRM Testing Manager, coordinated interfaces for a $250 Million Oracle’s PeopleSoft CRM project with Bearing Point for the Confidential Contact Center implementation at the Denver Technology Center in Denver, CO. This project included Oracle’s PeopleSoft HCM, PeopleSoft ERP, Financials and FSCM and had 400 Bearing Point employees and 100 contractors. Utilized Change Management techniques for user acceptance, Waterfall Methodology and utilized Microsoft Project & Earned Value Management (EVM) to track budget. Provided UAT - User Acceptance Testing and Technical Writing to finalize deliverables.

Confidential, Erie, PA

Project Manager

Responsibilities:

• As Project Manager designed, developed, and implemented the solution that solved the client’s problem by conducting material workflow analysis, and Business Process Re-Engineering for as-is and to-be quantitative analysis; to determine optimal layouts after considering scenarios of a proposed addition to warehouse space to the enterprise and the relocation of shipping.
• Developed an optimal layout plan that affected the operation in terms of productivity and process flow within the facility. Provided an assessment of AIR-CON’s, Erie, PA, operation to uncover opportunities related to operational efficiency, labor productivity, quality control, and customer service.

Confidential, Erie, PA

eCommerce Analyst

Responsibilities:

• As an eCommerce Analyst, utilized Six Sigma Methodologies for Tollgate Reviews of Wireless eServices & EDI Projects for GE Transportation Systems in Erie, PA.
• Designed and implemented the solution which used new screens and modified existing screens for PocketPC eServices application with Wi-Fi on iPAQ’s. Interfaced XML to EDI to meet Shortlines requirements. Lean methodology Six Sigma experience. Used Waterfall Methodology and utilized Microsoft Project & Earned Value Management (EVM) to track budget and ERP implementation.
• Enhanced GE's Customer Web Center to save, import, and export orders to / from Excel. Used Visio and PowerPoint for Six Sigma presentations and MS Project.

Confidential, Erie, PA

Chief Software Engineer

Responsibilities:

• As Chief Software Engineer designed the architecture and implemented the solution to the development of dynamic software to track and support clinical drug trials for Pharmaceutical firms with front end design on HP Tablet PC's using Microsoft Visual Studio .NET Framework IIS tools with Visual Basic .NET and C# .NET with database design and development on MS SQL Server for a startup firm, Confidential . in Erie, PA. The software to track the Clinical Drug Trials had a special focus on the safety of the test subject during the clinical trial process. The subject’s corresponding medical vitals and biomedical data were recorded on a real time basis during the trial period. Jira and Greenhopper was used to support and track Agile software development as a SCRUM Master and utilized Agile Methodology and utilized Microsoft Project & Earned Value Management (EVM) to track budget. Posted clinical testing results with SharePoint for FDA auditors. Worked within FDA regulations and in support of Legislation constraints.

Confidential, Waltham, MA

CRM Enterprise Solutions Architect / Consultant

Responsibilities:

• As CRM Enterprise Solutions Architect / Consultant, implemented a contracts module into Confidential Contact Center Clarify eFrontOffice for Confidential . in Waltham, MA, which included Investment Accounting training, deals, asset classes, database co-marketing, budget types, and revenue recognition for a Financial Services eCommerce software firm. Used Waterfall Methodology.

Confidential, Horsham, PA

Program Manager

Responsibilities:

• As Program Manager presented and implemented the solution to set up Global PMO Program Management Office and standardized Status Reporting and Project Planning methodologies within Confidential, Horsham, PA with Waterfall Methodology, to help manage IT requests originating from 27 international subsidiaries. The solution included training the project leaders and managers to use standard project implementation and reporting tools such as Microsoft Project, Earned Value Management, Milestone Status Reports, Project Charter, Issue, Risk, and Change Control Logs, UCCE implementations and a Quality Management Test Plans with Operational and Performance Certification Testing.

Confidential, Austin, TX

Principal CRM Solutions Architect

Responsibilities:

• Worked with clients such as HP/Agilent Technologies (1999), Federal Express (2000), Spring Tide Networks (2001), and Minicom International (2001) involving CRM Project planning/program management, including the application of Earned Value Management with software development, telecom/network conversion projects.
• Coordinated full project lifecycle, proposed road maps, architecture, managing budgets of over $28Million, creating project plans/SOW’s/SLA’s, developing and implementing processes, using Waterfall Methodologies, Microsoft Project & Earned Value Management (EVM) to track budget, and maintaining vendor/customer communications.
• Lead the Functional Teams that facilitated in the Design Session Methodologies for gathering requirements, Business Process Reengineering, and Technical Writing for the $150 Million CRM Compliments and Complaints project for Federal Express, Memphis, TN.
• Implementation Manager and Functional Architect for the Customer 2000 Sales & Marketing Contact Center using Clarify within Agilent Technologies Healthcare Solutions Group (Philips Healthcare), Andover, MA. Gap Analysis produced functional and technical specifications. Web enabled application for customer self-service of creation and status of cases.
• Authored and implemented process developments and documentation including SOW’s, project plans with Microsoft Project and PlanView Enterprise, and SLA’s.
• Set up the Infrastructure within eLoyalty’s Austin, TX Lab to benchmark Oracle’s PeopleSoft HCM, PeopleSoft CRM, Oracle’s Siebel CRM, Oracle’s Siebel Sales, Service, Repair, Contracts, Oracle eBusiness Suite and CRM, Clarify CRM, UNIX, Linux, Cisco UCCX and UCCE solutions to demonstrate to clients the functionality of Oracle’s PeopleSoft ERP and CRM, Oracle’s Siebel, Clarify& Oracle Contact Center comparisons.

Confidential, Cupertino, CA

Consulting Manager

Responsibilities:

• Sold Clarify system architecture to 50 customers within the northeast region. Managed miscellaneous professional service projects including software migration for customers, help desk and client software updates, and metrics to gauge customer service levels.
• Provided proactive support on a complete suite of Clarify eFrontOffice software products to customers in the Northeast client base. Managed staff of 12 including six contract consultants, which brought in $3.6 Million Consulting Revenue. Maintained Budgets.
• Successfully completed software implementation to customers within the Northeast US.
• Provided Clarify Training Consultants for the Boston Clarify University.

Confidential, Wakefield, MA

Director of Product Development

Responsibilities:

• As Program Manager, managed team of 32 software developers, 8 projects, project managers, systems architects, consultants and quality assurance test engineers to develop, deploy and release Integrated Merchandise Planning & Allocation software solutions. Utilized Visual C++ Microsoft MFC to develop solutions on separate Oracle, SQL Server, Informix, and Sybase database Servers under UNIX and Linux operating systems to support different customers utilizing Waterfall Methodology.
• Release Management of Software Product with Quality Assurance Acceptance Test results.
• Travelled to ShopKo in Greenbay, WI weekly to propose new retail systems architecture, and solution sell by eliciting new business requirements to in corporate enhancements and customizations into the software product to benefit all customers.
• Applied scientific techniques to retail business intelligence, forecasting demand, in-store operations, localized assortment strategy, merchandise operations management and planning, profit optimization, and supply chain management planning.
• Integrated Merchandising software product included data mining capabilities for data marts and EDW enterprise data warehouses. Conducted Oracle SCM Testing.
• Implemented Flow Replenishment pilot project for Wal-Mart and VF Corporation for Lee and Wrangler jeans.

Confidential, Waltham, MA

Consulting Services Manager

Responsibilities:

• Designed, developed, and implemented business applications using unique system architecture with MS Access for American-London in Norwood, MA and The Gillett Company consisting of a manufacturing system to measure production and the Quality Management process and reporting systems using Waterfall Methodology. Worked closely with the Department of Public Health to develop a system to capture biomedical information concerning monitoring cervical cancer patients.