SUMMARY

• Senior program manager with Tier 1 experience including CSC, KPMG and Oracle 50 direct reports, 25M profit loss .
• PMI-Certified Project Management Professional PMP Microsoft, Oracle, SAP and Siebel Business Analyst certifications.
• 20 years of experience in Customer Relationship Management CRM and Enterprise Resource Planning ERP solutions.
• Industry experience in banking, chemicals, electronics, CPG, government, health care/pharma, retail and software.
• MS in Systems Management from University of Southern California additional postgrad work at Harvard and Stanford.
• Military service in the United States Army Major and Marine Corps Graduate, USMC Officer Candidate School .

PROFESSIONAL EXPERIENCE

2001-present. Founded a consultancy providing enterprise strategy, business process reengineering, business case development, technology evaluation/selection and program/project management services. Prospected for and secured relationships with a portfolio of clients including Fortune 500 companies IBM, Johnson Johnson, Kraft and Walgreens , small/midsize businesses and local, state and federal government agencies. Key projects completed during this time include:

RVA One Program Manager, confidential

• Provided full life cycle, concept to cutover leadership of an integrated call center / web / back office / mobile CRM solution.
• Authored the business case and sold key stakeholders on the need, benefits and urgency of implementing a CRM solution.
• Wrote the requirements and Statement of Work SOW led the vendor evaluation, negotiation and selection process.
• Developed the complete identity package including naming/branding, logo/creative/graphics and public URL.
• Served as implementation program manager, coordinating the efforts of several internal teams and external vendors.
• Created a one stop shop for non-emergency city information and services via web, phone, and mobile channels.
• Implemented customer account, case management, workflow, GIS/mapping, knowledgebase and BI/reporting functions.
• Applications Implemented: Kana CRM, Lagan Enterprise, ESRI ArcGIS, Oracle 11g, Open 311, Cisco Unified Contact Center.

Lead Business Analyst, confidential

• Uncovered over 20 million in revenue potential by integrating internal customer databases with external market research.
• Advised on the evaluation and selection of Sales Force Automation solutions for the USA and Europe.
• Created an integrated view of customer geographic, territory and sales/market activity, enabling the identification of oversold/undersold retail markets and the realignment and hiring of additional sales resources to meet unmet demand.
• Served as lead analyst for the redesign of the US division's trade marketing and promotion payment tracking system acted as liaison between business and IT, authored requirements, developed test materials, training materials and documentation.
• Applications Implemented: Artech GeneXus X Evolution 2, Microsoft .Net and Microsoft SQL Server.

Project Manager / Business Analyst confidential

• Lead Business Analyst for the Outbound Marketing E-mail Preferences Platform OMEPP project.
• Wrote the full set of business requirements documentation as the solo business analyst for this multinational project.
• Authored the comprehensive system test plan as well as the full set of test scenarios and test cases.
• Developed the materials for training the Marketing and Sales organizations in the use of the system.
• Conducted internal functional and technical testing facilitated discussion and resolution of testing issues.
• Facilitated User Acceptance Testing UAT for users in the United States and Japan.
• Applications Implemented: Aprimo Enterprise 8.0, Adobe ColdFusion, and Salesforce.com.
• Project Manager for the Global Technical Support Portfolio project.
• Led a strategic, global re-engineering initiative working directly with the SVP of Technology and the CIO.
• Examined the existing relationships, business processes, toolsets and integration points involved in the customer's lifecycle experience across the multiple communication channels and touch-points e.g., web, telephone, electronic messaging, blogs.
• Created personas and use cases to allow segmentation and modeling of the customer base designed Key Performance Indicators KPIs tailored and optimized business processes to more effectively and/or efficiently support each segment.
• Designed a customer service strategy incorporating tiered support, enabling self-service customer transactions at greatly reduced costs while freeing up resources to provide increased personal attention for the company's most valuable customers.
• Applications Implemented: Salesforce.com and Oracle 11i Service Contracts.

CRM Strategy Consultant / Subject Matter Expert, confidential

• Performed a CRM assessment and strategy engagement for an operating unit of world's most comprehensive and broadly based manufacturer of health care products.
• Developed interview/survey questions to gather current performance data and highlight opportunities for improvement.
• Documented existing current state business processes and redesigned them as optimized, future state processes.
• Mapped the gaps between the current state and future state in terms of people e.g., skills, training and behaviors , business processes, and technology identified a number of strategic alternatives that could be used to satisfy the gaps.
• Developed a decision model that was used to evaluate alternatives on the basis of multiple decision criteria, and created investment profiles containing costs, anticipated benefits, and return on investment ROI analysis for each alternative.
• Applications Implemented: Siebel ePharma 7.5.

ERP Program/Project Management Consultant, confidential

• Part of the Program Management Office PMO and initiative release team for a global 1 billion cost, 55,000 users SAP CRM/ERP implementation for the world's second-largest food and beverage company.
• Served as liaison between the PMO and several project teams Order to Cash, Technical Architecture, Technical Infrastructure, Development, Security and Internal Controls during program prep ramp-up and global blueprint phases.
• Developed standard program processes, metrics, tools and documentation standards.
• Developed and conducted training for project teams and subsequent enforcement of standards on program standards and toolsets including HP Mercury ITG HP Mercury Project Workbench Microsoft Project and SAP Solution Manager.
• Applications Implemented: SAP Enterprise Resource Planning ERP Core Components ECC 6.0, mySAP CRM, SAP CRM 2007, SAP Solution Manager, and HP Project and Portfolio Management PPM Portfolio Management Mercury ITG .

Project Manager / Solution Architect, confidential

• Took over and fixed a troubled implementation of an expensive, complicated e-Commerce storefront platform.
• Developed a multi-attribute decision model, researched and evaluated numerous alternatives based on attributes such as feasibility, time to implement, cost, risk, etc. to facilitate the client's exploration of strategic alternatives for the project.
• Recommended that the client pursue the short-term objective of upgrading its e-Commerce platform to the latest version.
• The recommendation, accepted by the client, resulted in an immediate 400K savings the estimated completion cost .
• Developed the independent estimate for the recommended solution accurate to within 2 of the vendor's proposal , authored the Statement of Work, and negotiated the contract terms with the vendor.
• Applications Implemented: AbleCommerce 5.5, Adobe/Macromedia ColdFusion MX and SQL Server 2000.

Strategist / Solution Architect, confidential

• Designed both a new Marketing Intelligence application for a Fortune 50 retailer and a new department to exploit its capabilities.
• Designed and advised on the development and implementation of the Media Analysis and Planning System MAPS .
• MAPS is a GIS-enabled CRM and marketing analytics system that will enable the company to proactively optimize its nearly 400 million annual advertising spend across multiple channels broadcast, direct mail, print and markets over 4,500 stores .
• Developed the overall corporate strategy for a new department into detailed process diagrams establishing the department's operating procedures including activities, inputs, outputs and interactions with other organizations.
• In a separate part-time effort, facilitated the documentation and re-engineering of Walgreens' Direct Marketing organization, strategy and processes, shifting focus away from existing customer acquisition objectives toward a more balanced set of objectives weighted toward customer lifecycle-focused acquisition and retention programs.
• Applications Implemented: ESRI ArcGIS 8.3, ArcSDE, Microsoft Access, SQL Server, Visual Basic SAS9 and SPSS 14.

Program Manager, confidential

• Program Manager of an enterprise CRM, ERP and asset management application for a state government agency.
• Managed the vendor selection, analysis, design, development and implementation of the Integrated Real Estate Information System IRIS , a geographical, workflow-based CRM, ERP and asset management system.
• Defined the system requirements estimated the expected initial system acquisition costs completed a build versus buy analysis shortlisted potential solutions wrote the SOW advised the selection team served as implementation manager.
• The IRIS program was highlighted in the July 2004 issue of ESRI's ArcUser Magazine, as well as being the subject of a presentation at the August 2004 ESRI Users Conference.
• Applications Implemented: Accela Automation Documentum Enterprise Content Management ECM Platform ESRI ArcGIS 8.3, ArcIMS, ArcSDE Primavera P3e and SAP R/3 Release 4.6.

Solution Architect / CRM Subject Matter Expert, confidential

• Architect and User Experience UX specialist for the implementation of PeopleSoft 8 CRM for a federal government agency.
• Conducted a gap analysis of the PeopleSoft 8 CRM suite Help Desk, Interaction Management, Marketing, Sales, Support .
• Worked with the user community to develop interface requirements developed working prototypes and validated them with the user community translated the requirements into specifications for application configuration and customization.
• Applications Implemented: Macromedia Dreamweaver UltraDev 4.0 PeopleSoft 8 CRM Help Desk, Interaction Management, Marketing, Sales, and Support.
• Answerthink Inc. / The Hackett Group, 1999-2001. National Director, Oracle CRM Practice and Eastern U.S. Regional Director, Oracle Solutions. Managed a 20M profit and loss statement and grew the business to 27M. Developed senior level VP/CIO client relationships provided thought leadership as a key presenter along with Oracle and HP for an executive breakfast series conducted at various national locations managed master service agreements MSA , statements of work SOW and change requests attained P L targets through a combination of existing business contributions and new business development established effective pricing and staffing levels for each client orchestrated cross functional teams to achieve strong client results generated invoices and collected fees conducted contract negotiations achieved recognizable improvements in skill level and P L performance of the area and service line. Key projects completed during this time include:

Project Director, confidential

• Project Director for the implementation of Oracle 11i CRM and ERP applications for an order fulfillment company.
• Managed the design and implementation of a CRM, financial and manufacturing automation system based on Oracle ERP.
• Applications Implemented: Oracle 11i Accounts Payable, Accounts Receivable, Bill of Materials, Cash Management, Fixed Assets, General Ledger, Inventory, Order Management and Work in Process.
• CRM Solution Architect, confidential
• Solution Architect for the evaluation and selection of a CRM solution for a Fortune 100 financial services company.
• Analyzed vendor Siebel and Oracle proposals and product documentation against both functional and technical needs to determine a best fit solution estimated the extent and cost of customizations needed to meet the remaining requirements.
• Applications Implemented: Oracle 11i Contracts, Sales Online, Service Siebel 2000 Mobile Sales, Sales and Service.
• Oracle Corporation, 1996-1999. Practice Manager, Eastern U.S. CRM Consulting Service Line Leader Program Manager Strategic Services CRM Consultant. Managed a service line of over 50 consultants. Served as program manager or solution architect on key engagements as part of the delivery team. Performed Solution Value Assessments SVA and developed business cases for other select engagements as part of the sales team. Worked with Oracle's product marketing department to develop the key feature points and value proposition for Oracle CRM applications developed content for Oracle's official EBS E-Business Suite marketing collateral. Key projects completed during this time include:

CRM/ERP Solution Architect, confidential

• Solution Architect for the implementation of Oracle applications for an NYSE-traded supplier of automatic test equipment.
• Analyzed the company's current marketing, sales, order fulfillment and customer service business processes identified 15 million in annual enhanced revenue opportunity for the company through implementation of Oracle applications.
• Designed a new order fulfillment process for the company that reduced cycle time from 2-3 weeks to 2-3 days developed a solution map for the configuration of Oracle Order Entry, Accounts Receivable, Configurator and Sales Compensation.
• Applications Implemented: Oracle 11 Order Entry, Accounts Receivable, Product Configurator and Sales Compensation.

ERP/HR Program Manager, confidential

• Program Manager for a 200-site Oracle applications implementation program for a Fortune Global 10 trading company.
• The program included implementing the full suite of Enterprise Resource Planning Oracle ERP applications, Oracle HR/Payroll and Data Warehousing, and runs at four divisional sites, four manufacturing plants and Point of Sale POS systems at over 180 distribution points located throughout the United States.
• Applications Implemented: Oracle 10.7 full-scope Enterprise Resource Planning and Supply Chain Management.

CRM/ERP Solution Architect, confidential

• Solution Architect for the implementation of Oracle CRM and ERP applications for a mapping products and data company.
• Conducted a series of future vision workshops and interviews with executives and employees throughout the company.
• Identified 40 initiatives representing over 10 million in cost savings and profit potential.
• Developed a solution map for the configuration of Oracle Sales, Order Entry, Accounts Receivable, and Service.
• Applications Implemented: Oracle 10.7 Accounts Receivable, Order Entry, Sales and Marketing, and Service.
• Solution Architect for the implementation of Oracle applications for an NYSE-traded media, entertainment and telecom company.
• Managed an assessment of financial business processes with a view toward optimizing the implementation of Oracle ERP.
• Led the analysis of the Accounts Receivable, Inventory, Order Entry and Bill of Materials functions recommended immediate process changes that reduced the company's costs per invoice processed by nearly 40 percent.
• Developed a solution map for the configuration of the corresponding Oracle ERP applications.
• Applications Implemented: Oracle 10.7 Accounts Receivable, Bill of Materials, Inventory and Order Management.

Computer Sciences Corporation, 1994-1996. Business Process Re-Engineering Project Manager and Solution Architect.

Retained by CSC's Systems Engineering Division to provide core BPR project management and solution architecture services during the re-engineering surge immediately following the publication of the book Reengineering the Corporation written by CSC and Harvard-affiliated co-authors. Key projects completed during this time include:

Solution Architect, confidential

• Solution Architect for the implementation of loan processing and financial reporting applications for a USDA component agency.
• Re-engineered outdated infrastructure, replacing outdated manual systems with current technology and processes.
• Developed IDEF0 and process/organization models of the existing business processes conducted critical path analyses to determine process duration and bottlenecks developed Activity Based Costing ABC models using Microsoft Excel and used the models to determine the cost for each activity developed straw man redesign alternatives based on best business practices facilitated workshops to determine objective business processes completed the IDEF0 models, critical path analyses and ABC analyses for the preferred alternatives developed requirements for the development of new systems.
• The redesigned processes reduced costs by over 50 percent, and reduced end-to-end cycle times by over 60 percent.
• Applications Implemented: Microsoft Visual Studio, Oracle 7.1, Oracle CASE, Oracle Forms and Oracle Reports.
• Developed an evaluation plan to support the re-engineering of core business processes at over 2,500 USDA field sites.
• Devised a multi-attribute decision model that was used to rank and prioritize core processes for re-engineering projects.
• KPMG Consulting, 1992-1994. Consultant, Federal Systems Group. Conducted Independent Verification and Validation IV V assessments of development efforts and IT organizations conducted analyses of the key business processes relating to the organizations' system development activities made key recommendations in the areas of life-cycle management, quality assurance and testing.
• U.S. Army Information Systems Engineering Command , 1983-1992. Branch Chief responsible for QA and testing programs for all enterprise-wide personnel and engineering management systems within the Department of the Army. Managed QA protocols for systems up to and exceeding 1 billion in cost provided direct input to system milestone decisions at Department of the Army level developed the Test and Evaluation Master Plan format used for all Army Automated Information Systems represented the Army within the Department of Defense on information systems QA and testing policy.