SUMMARY

• I have over 25 years as a consultant working on multiple consulting engagements. I have participated in or led multiple full life-cycle implementations of various platforms and software packages. I have strong abilities to design unique strategies and business approaches and translating them into actionable plans based on proven delivery methods.
• As a skilled consultant with a track record I managed and held senior-level positions at EDS, Cambridge Technology Partners, PriceWaterhouseCoopers PwC and Solvis Consulting in the implementation of Customer Relationship Management CRM , Business Intelligence and IT Strategic Solutions utilizing methodology driven engagements.
• My success is derived from an ability to manage strategy development and execution of business plans producing the most effective performance levels.

Selected Experience Profile

ROLES

• Program Manager
• Project Manager
• Subject Matter Expert
• Functional Lead
• CRM Advisor

SPECIALTIES

• Customer Relationship Management
• Large and Medium Scale Portfolio Management
• Program Management Office PMO
• Business Analysis
• Call Center Implementations
• ITIL Expertise for Help Desk and Support
• Change Management Program
• Methodology Execution SDLC, Rapid Development, LBMS Data Warehousing , Agile SCRUM , PMBOOK PMI , and Transform Framework
• Functional Areas: Active Analytics Framework AAF , Call Center, Help Desk IT, Support, HR , Self Service HR Action Links, Multichannel ERMS , Order Management, Sales, Field Service, Marketing, Self Service, Products/Services Configuration, Data Warehousing
• Industries: HealthCare, Government, Telecommunications, Transportation Cruise Lines, Airlines , Retail, Banking, Education
• Tools: PeopleSoft Enterprise, PeopleSoft CRM 9.1 and 9.2, PeopeSoft HR 9.1 / 9.2 Help Desk and HCM Integration , Salesforce SaaS , Clarify, MS SQL Server

Methodologies

• Arthur Anderson METHOD 1 University of Miami
• SDLC Methodology
• Object Oriented Analysis and Design UML
• Object Oriented Software Engineering
• Rapid Application Development Methodology
• LBMS Methodology for Data Warehousing

ITIL v3

• Agile PMO SCRUM
• Transform PwC
• Packages
• PeopleSoft CRM 8.4
• MySAP CRM
• Peoplesoft CRM 8.8
• PeopleSoft CRM 8.9
• Broadvision
• SAS Marketing Automation
• SalesForce
• Applicor CRM
• PeopleSoft 9.0 2009
• Aplicor ERP
• PeopleSoft CRM 9.1 Including Call Center
• PeopleSoft HR 9.1 Help Desk
• PeopleSoft HCM Integration
• PeopleSoft HR 9.2 Help Desk

CRM

• Business administration courses University of Miami
• Seminars and conferences in the areas of CRM for Program Management.
• Self Training for CRM Best Practices
• CRM Certified by Solvis Consulting and BPT Partners
• Project Management
• Self Training PMBOOK for the PMI Certification
• Other Skills
• Fluent in Spanish / English

EXPERIENCE

Confidential

Partner and co-founder of Solvis Consulting LLC a full service consulting and systems integration firm specializing in CRM, Social Media and Program Management Office solutions. Currently managing Sr. Program Management / CRM Consulting operations.

Confidential

• In charge of preparing impact analysis against scope, schedules, detailed plans and the budget for the implementation of SalesForce Sales in Latin America. Managed offshore contractors.
• Maintained PMO standards in line with the Business Owners and Project Sponsors. Managed the implementation of SalesForce.com and migration of data for Puerto Rico, Chile and Brazil. Participated in the establishment of timelines for six countries in Central America and South America.
• Technology utilized: SalesForce.com, Informatica, Data Warehouse

Confidential

• Provided support to the Enterprise Architecture strategy. Participated in the assets management harvesting and definition of the assets repository.
• Technology utilized: TOGAF Architecture Framework
• The Methodist Hospital System TMHS Provided Go Live Support to end users at one of the 7 command centers at each Methodist facility. Support included Enterprise Learning Management ELM , Recruiting, Core HR, Manager Self Service, Benefits and Payroll
• Technology utilized: ERP System PeopleSoft HCM 9.1

Confidential

• Managed the development for a new Human Resources Help Desk HR Solutions Help Desk through implementation. The HR Help Desk went live on time and within budget. As part of the functional scope implemented:
• Provided a secure integrated 360 Degree View of the employee that provides profile information
• Setup employee security on the HRMS applications enforced into the HR case management application
• Configured case management functionality across phone, structured email, and fax integrated
• Configured profile information, HR transaction repository information, transaction summary cases, etc. , non-case request tracking, HR Transaction access, and other functions
• Technology utilized: PeopleSoft Enterprise HR Help Desk 9.2 , Active Analytics Framework AAF , 360 Degree of View, Service Level Agreements, Knowledge Management, Case Management, Dashboards, and Integration with PeopleSoft HCM for Benefits, Employee Relations, Recruitment, HRIS, and Payroll

Project Manager

Confidential

• Established a strategy to leverage a PeopleSoft Services Center and Workforce Communications technology to collect and analyze data, send immediate targeted messages to workforce segments through various channels maximizing the success of any initiative providing data collection and analysis reinforcing evidence based decision making. Initiatives prioritized where:
• Enable HR Specialists quick access to summarized secure information about employees
• Enable a rich reporting environment to deliver analysis of HR Service operations
• Enable security on a 360 degree view, cases, cases search, reporting, and employee self service
• Established a Human Resources Help Desk Model
• Provide structured and unstructured emails
• Technology utilized: PeopleSoft Enterprise HR Help Desk 9.1 , Active Analytics Framework AAF , 360 Degree of View, Business Process Management, Survey HR Dialogs, Knowledge Management, Case Management, Reporting, and ERMS

HR Help Desk Consultant

Confidential

• Managed the configuration and implementation of process improvements, optimization opportunities and efficiencies in ongoing operations and reporting using a CRM Tool PeopleSoft HR Help Desk .
• Completed the design, configuration and implementation of all common objects and Call Center objects required:
• Completed all setup data needed to go live
• Configure all data that pertain to the business rules
• Completed detailed design for customizations
• Completed detailed design for Reports and configuration
• Provided solid HR Help Desk foundation for future implementation phases
• Completed Unit Testing and User Acceptance testing results
• Provided migration and future release plans including data and code projects
• Technology utilized: PeopleSoft Enterprise HR Help Desk 9.1 , Active Analytics Framework AAF , Service Level Agreements SLA

Business Development

Confidential

• Managed the Agile Scrum practice for Solvis Consulting in Colombia. Supported and participated in a roadmap strategy for an Enterprise Data Model for a Telecommunications Company in Mexico.
• Managed the implementation of a CRM strategy roadmap and the selection of an application as an end to end business solution for Oriental Motors in Colombia to support marketing, sales and order capture support.

Technology utilized: SalesForce, Agile SCRUM

Sr. PeopleSoft Consultant HRMS Confidential

• Managed the execution of the implementation for the Human Resources Help Desk HRHD 9.1 using ERMS Multi Channel for Emails.
• Technology utilized: PeopleSoft CRM 9.1, Active Analytics Framework AAF , Help Desk, ERMS

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Sr. PeopleSoft Consultant CRM Confidential

• Managed the Work Book and the configuration / implementation based on ITIL governance: requirements, process flows and functional system configuration for the Help Desk, Product Services and Service Level Agreements. The project was implemented and went into production on December 13th on time.
• Technology utilized: PeopleSoft CRM 9.1, Active Analytics Framework AAF , Help Desk, Case Management, Solutions Management, Self Service Portal.
• State CRM Project Manager Confidential
• Managed and coordinated all areas for project management for the State related to the modification, enhancements and implementation of assigned modules in PeopleSoft Customer Relationship Management for a new Call Center for the State. Project was implemented and went into production on time and within budget.
• Technology utilized: Computer Telephone Integration CTI Automated Call Distribution ACD and Interactive Voice Response IVR with Call Tracking, Active Analytics Framework AAF , SharePoint, PeopleSoft CRM 9.0
• Program Manager Confidential
• Executed a series of CRM strategy workshop for Corferias Trade Shows in Colombia. Established a prioritized Strategy Road Map with the recommendations from the initiatives to be executed
• Executed a CRM strategy for Enitel using SalesForce in Nicaragua. Established a long term vision for the prioritization for the execution of tactical projects, defined objectives, and specific measurable requirements for the successful implementation of the CRM vision.
• Executed a strategy work shop to prioritize and establish an assessment of initiatives Roadmap for a Program Management Office at Ford Co. in Mexico

Sr. Consultant - Confidential

• Managed the governance of Deployment Models, Program Management Office, Support of the technology implementation of a global software solution that allowed bottlers markets to guide and track segmented client execution systematically by using segmented products monitored execution of metrics. The product was implemented successfully in 60 markets worldwide.
• Technology: SQL Server 2000, Analysis Services OLAP Data warehouse and Cubes , Microsoft Web Components, SQL Server 2005 Reporting Services, ASP .Net, SharePoint, Windows 5.0 Mobile Pocket PCs.

CRM Project Manager Confidential

• Managed and prepared a Rapid Solution Workshop to gather requirements, writing business scenarios and developing process work flows for the Support and help Desk for a Global solution. Managed the implementation of PeopleSoft 8.9 for the Help Desk, Support and Multichannel Web self service, Chat, email functionality.
• Technology: Intelligent routing via two-way chat, skills based routing, solution responses with Verity knowledge base, scripting solutions and responses, analytics for web interactions, Help Desk, Support modules, PeopleSoft 8.9

CRM Functional Lead Confidential

Executed an assessment and identified the requirements and prioritized the functionality for PS CRM 8.8 Sales, Mobile Sales, Online Marketing, Marketing, Multichannel, Order Management, Support. Integration of PS CRM with PS Financials for accessing contact invoices, payments, refunds and purchase orders.

CRM Project Manager Confidential

Managed the definition of Requirements, Fit/Gap assessment, Design, Development and Implementation of the PS CRM 8.8 SP1 application Order Management, Call Center . Migration was converted from Vantive and five other source systems.

CRM Functional Lead Confidential

Worked with BearingPoint in configuring and installing the Order Management and Calico Product Configurator for PS CRM 8.8 for Communications.

Project Manager - Confidential

Responsible for the overall project management during the gathering of requirements and gap/fit analysis for the implementation of the Multichannel, Sales, Marketing, Product Configurator, Order Management and Support modules for PeopleSoft CRM 8.8.

Program Manager Confidential

• Set direction and managed the roadmap for a CRM / PMO / Data Warehouse Data Marts strategy and the subsequent full cycle implementation/migration of PS CRM 8.4 for Communications Marketing, Quote and Order Management, Help Desk and Support .
• Directed and participated in the establishment of the Program Management Office PMO for all CRM initiatives within Bellsouth Peru/Ecuador. Provided alignment between the CRM process and the optimization process conducted by SIX SIGMA initiatives.
• Reported directly to the CIO of Bellsouth Ecuador/Per .

Program Manager Confidential

• Connexium Telecom in Montreal Responsible for designing and managing the design and development of Clarify's ClearSales, ClearContracts, ClearSupport, MACD and implementation of Clarify for the Call Center. In charge of architecting and managing the Configurator modules.
• Aliant Telecom Canada - Responsible for managing the implementation of Clarify for two CRM initiatives. Managed a team of Clarify consultants to implement a Single Point of Contact application and a Dealer Extranet front end using Clarify eFrontOffice, Clear Configurator, Product Manager and eCommerce solutions. Along with a CRM architect developed a strategy and roadmap for future CRM initiatives. .