SUMMARY:

• Across vertical industries provide force.com implementation and CRM best practice consulting services for Sales Force Automation (SFA), Support & Service, Marketing Automation and custom solutions. Plan, manage and execute business process discovery sessions; design solution roadmaps; develop and manage the delivery of tools developed and delivered as a service; develop and configure custom objects, fields, record types, page layouts; and, implement best practice and custom developed business and work flow processes. Develop, design and deploy data services and integration strategies.
• Business Analysis and Project Management
• Strategic Planning
• Integration
• Custom end user and User Adoption Strategy
• Cloud Computing Architecture

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce.com Certified Consultant

Responsibilities:

• Conduct workshops to perform functional and technical requirements discovery. Lead discovery sessions with business user members; participate in the development of business requirements and recommend architectural design of Infrastructure and Software delivered as a service
• Designed and deployed an internal enhancement and road map tool on the force.com platform to capture business requirements, estimate effort and resource planning and display graphically time lines and dependencies.
• Develop and implement systems to support sales and business processes specific to Pharma industry
• Recommend solution architecture in support of user future state requirements
• As part of a team consisting of business users and senior IS representative develop decide overall objectives, major solution components, target architecture, key processes supported, delivery and phasing options, risks and mitigation suggestions
• Compose solution architecture addressing both Salesforce components and the broader IT stack including major systems, integration platforms, interfaces
• Provide leadership with regards to the salesforce strategy
• Provide end user support, and other end user services
• Worked closely with vendor and other third parties to support Zoetis requirements
• Participated in regularly scheduled governance, steering committee and deployment meetings and provided follow up where necessary

Confidential

Responsibilities:

• Managed the relationship between vendor (salesforce.com) and DAS and introduced billing and financials vendor to satisfy the unique requirements of a subscription type business model.
• Established sales process stages associated to opportunity close probabilities for varied sales processes; identified required customizations; created prototypes that included workflow and custom developed reports/ dashboards; deployed marketing campaign success metrics; and, suggested appropriate CRM solutions to support sales, marketing and related operations requirements.
• Lead Business Analyst of a project team responsible for analysis of student acquisition and on boarding processes, customer support, marketing and transaction processing methods for Kaplan’s chosen implementation partner. Developed detailed custom prototype configuration(s) using the force.com platform to demonstrate desired improvement in customer support abilities with decreased costs. Contributed to the Sales, Support and Marketing segments of an overarching process improvement document and presentation recommending salesforce.com as the CRM most suitable to address Kaplan’s requirements. The materials were formally presented to senior management and included process recommendations for all customer - facing systems, suggestions regarding scope and deployment timeline and resource allocations.
• During the subsequent implementation project led the deployment of recommendations developed during the initial Business Process Review. Conducted additional business process reviews with key stakeholders to identify, document and deploy other requirements made possible by their choice of salesforce.com as their CRM. Created custom objects, applied AppExchange solutions where appropriate, developed custom fields, and deployed workflow for various Support and Sales processes spanning five business groups. Implemented Support and Services including Knowledge, and Case Management while tying salesforce.com Content into the deployment as an added resource for users. Developed detailed custom documentation based upon side-by-side analysis of support and sales users daily activities. Conducted on site traditional with follow up support through a ‘new user help desk’ program. Presented management a detailed recommendation for Chatter deployment to increase call center knowledge and document transfer. The system was rolled out to over 400-call center, telephone sales and field users worldwide.

Confidential

Responsibilities:

• The resulting solution significantly reduced operational costs, streamlined processes and included additional users with disparate job functions/roles and responsibilities and readies the foundation for force.com deployment for users across additional business areas.
• IT consulting firm whose primary customer base are municipal, state and federal government agencies and departments; re-implemented force.com Sales Force Automation in line with the unique requirements necessary to serve these specific vertical lines of business. In addition, developed sales processes reflecting the firm’s direct and sub-contract relationships, partnership, RFP/RFI responses and contractual requirements. Created ‘Opportunity Hierarchies’ within salesforce.com to more accurately track pipeline and resource utilization against primary contractors and end clients. Delivered a detailed architecture review and go forward strategy in order to leverage more efficiently the firm’s salesforce.com investments.
• Deployed workflow based upon industry vertical and Opportunity Type to include other members of the Sales Support Team as an opportunity stage changed through the process. Created custom reports and dashboards serving users across various functional roles.
• Developed custom materials for each vertical line of business, RFP Response Team and other Sales Support and Project Management users; delivered custom sales process and custom salesforce.com user to sales, sales management, marketing, opportunity response teams, project management and executive users.
• At Astadia designed, managed the development and led a team to launch a student recruiting application used by undergraduate, graduate and continuing divisions of Higher institutions and private ‘for profit’ services companies. Aligned the student recruiting process and work flow with feature and function available on the force.com platform in order to enhance the schools’ interaction with prospective students; designed custom objects and their relationships; and, contributed to the development of the application. Packaged and published the product for customer downloads on the force.com AppExchange.

Confidential

Responsibilities:

• Worked closely with salesforce.com ISV business development representatives. Designed and configured the force.com platform for use by students that includes integration with Learning Management Systems (LMS), Student Information Systems (SIS/ERP), email, and other production systems students are required to use on campus. Developed the supporting business and pricing models in order to distribute powerful enterprise class tools for students.