SUMMARY

• Information Technology & Digital Business Professional with over 17 years of versatile & diverse business and technical experience developed across various industries and Fortune 500 companies, with strong SDLC competencies & PM methodologies, and vast business domain knowledge with specific skills and focus on improving processes of users and technology alike and enable dynamic business solutions to address key performance problems to deliver business value.
• Consistent & Outstanding Performance through effective & collaborative communication, leadership & mentoring, analysis & modeling, requirement definition & management, innovation, efficiency & planning while relying on a pragmatic approach to achieve on - time execution, with specific skills and knowledge.

TECHNICAL SKILLS:

ORACLE EBS including:  11i, 11.03 & 9.2 and Oracle Spatial 10g, 11g

SQL Developer:  PL/SQL Developer, SQL Server & Visual Studio 2008

SIEBEL 8.1/7.8/7.5 including:  SFA/CRM/PRM, Analytics & Tools

Clouds including:  Salesforce.com, Oracle CRM On-Demand, Oracle Contact Center Anywhere, RightNow, NetSuite and Microsoft Dynamics

GIS including: ESRI; ArcGIS/ArcIMS, SpatialInfo; SpatialNet/SpatialWeb, AutoDesk; AutoCAD, @Map, Bentley; Microstation

Integration including:  SOA, REST, SOAP, AD/SAML/OAUTH

Requirements:  IBM; Rational RequisitePro, ClearCase, Test Director, HP Quality Center, IBM Doors, Rally Software, RavenFlow, MS Visio, Enterprise Architect and Argo

PROFESSIONAL EXPERIENCE:

Confidential, Denver, CO

Principal / Practice Manager

Responsibilities:

• High-energy, independent contractor/consultant serving as an innovation and organizational change agent providing PM, business & system analysis, requirements definition & management supporting enterprise architecture domains to business vision and enablement, based on application & implementation best practices, to the following clients.

Confidential, Englewood, CO

Principal CRM Consultant

• Project, Communication, Requirement and Integration Management (ERP, CAD, Box, etc.)
• Architect Design and Configuration Management including Flows, Process Builder, Community Builder
• Data Quality analysis, Scribe ETL and Data Loader migration

Confidential

Sr Contact Center Advisor Contractor/Consultant

• Business Architecture and Process Improvement root cause analysis and business case justifications including; occupancy efficiency, headcount utilization, call optimization, IVR retention and call deflection, increase NPS, lower transfers and repeat calls and modular activity delivered training
• Customer Experience (CX) quality focus and relationship building coupled with future community launch
• Technology agnostic assessment and future state recommendations and implementation timeline
• Knowledge Centered Support assessment, recommendation and operationalization
• Talent acquisition, training, empowerment and retention assessment, recommendation and delivery

Confidential, Carlsbad, CA 

Sr Project Lead & Solution Architect Contractor/Consultant

• System Requirements and Technical Design document and collaboration
• REST API CTI Integration through CenturyLink & DNIS to Genesys for ANI screen pop in Agent Console
• Custom Visualforce Order Management process and integration with custom back office and COTS systems
• Integrated back office for credit check, payment authorization and voice porting via Allianza services
• Design uses 7 Custom Objects and variety of Validation rules, Workflows and APEX Triggers
• Design uses Knowledge for console display Sales Scripts by Order Step
• Data migration of Accounts, Contacts, Opportunities, Orders, Plan Options, Call Logs, Tasks and Notes

Confidential, Englewood, CO

Solution Architect Contractor/Consultant

• Hierarchy assessment and optimization best practices to scale and support all future business processes and automated Queues, Assignment and Escalation paths
• System Vision roadmap develop to guide prioritized features based on value-to-effort including; Communities platform customization, Exact Target tailored Customer Profile & attributes connector, Service Console & Case feed for Integrated Front Office, Active Directory integration, CISCO CTI integration for live voice, integration with Recurly, SharePoint integration
• Communities implementation supporting both Guest and Registered Users with integrated Knowledge
• PKB2 implementation supporting both Web and responsive Mobile devices
• Omni Channel implementation for WFM assignment across channels
• Exact Target implementation, including; Journey Builder, Social Studio addressing Omni-channel marketing to support customer experience & retention, online and social, direct mail and retail partners

Confidential, Englewood, CO

Solution Delivery Architect

• Through customer experience technical capabilities, I help clients align their business strategy around customers by breaking down organizational silos and architecting experiences that engage customers and build loyalty via self-service and live-service
• Systems and operations experience to help bridge the gap between strategy and execution, optimize business processes, build a culture of continuous improvement and transform the enterprise
• Expertise to address the multiple components that factor in when assessing the right technology platform for a contact center, including AI to connect the right expert based on customer intent and value across channels
• Delivered a holistic platform for self-service, a complete customer view and intelligent conversation management across devices customers use to support chat and voice

Confidential, Englewood, CO

Application Manager Contractor/Consultant

• Business analysis and Vision document, with high-level architecture and integration for business case justification
• Configured and deployed eBusiness corporate web site replacement leveraging Site.com platform
• Enterprise data warehouse discovery, integration and solution alternative analysis

Confidential, Denver, CO

PM/SA & Application Manager Contractor/Consultant

• Improve data integrations with SAP CRM, SAP Incentives, Siebel Call Center, Salesforce.com and Antenna/AT&T Mobile (AMP)
• Responsible for maintenance, enhancements using configuration and customization
• BI Answers On Demand configuration to provide actionable insight to end users supporting Call Center operations, Service Request management, Marketing funnel and Sales pipeline management
• Manage Use Cases and development leveraging UML best practices
• Develop and facilitate end user Training and Knowledge; SOPs, FAQs and Quick Reference guides
• Improve data quality integrity, accuracy and completeness

Confidential, New York City, NY

• CRM Business analysis and optimization
• Bridge international regional processes while tailoring application for specific regional differences
• Complex custom object modeling design supporting functional and complex reporting requirements
• SOA integration between front office and back office legacy EBS system