SUMMARY:

• Project Management (SCRUM, Lean, XP, Waterfall)
• Business Systems Analysis
• Business Solutions Architecture
• Business Enablement and Support Systems
• Data Migration
• System Integration
• System Configuration
• Database Analysis
• Project Planning
• UML
• Use Case Development
• Business/IT Liaison

TECHNICAL SKILLS:

Industry Lines: Software Data Telecommunications Healthcare Finance Government Gas/Oil/Energy

Computer Applications: Salesforce.com Sugar CRM SAP SharePoint MS CRM MS Excel MS Access MS PowerPoint MS Project MS Visio SQL

PROFESSIONAL EXPERIENCE:

Lead Salesforce.com Technical Consultant

Confidential

Responsibilities:

• Provided consulting for Data Migration and Integration on overall Data Migration Strategy.
• Consulted Best Practices on Data Migration initiatives for all Standard and Custom Salesforce.com Objects.
• Provided multiple data mapping documents as well as mapping to SFDC via SSIS
• Guided internal resources for proper backend migration practices such as disabling triggers and workflows prior to migration.
• Worked closely with business resources to determine a scalable data strategy including an archive policy.
• Consulted on corporate best practices related to European GDPR legal requirements.
• Provided business solutions architecture consulting on proposed business requirements.
• Worked with business to clarify their business requirements and streamline their business process for Sales, Opportunities, Order Management, Contracts, and Case Management.

Salesforce Architect

Confidential

Responsibilities:

• Assembled project scope and business requirements document for company.
• Captured business requirements and ran business requirements workshop with Director and C - Level executives.
• Performed systems development and configuration of the Salesforce.com Platform including Accounts, Contacts, Leads, Opportunities, Orders, Work Orders, Reports, and Scheduling.
• Configured Field Services Licenses and Profiles.
• Configured Sales Profiles and created permission sets.

Lead Salesforce.com Business Architect

Confidential

Responsibilities:

• Assembled and executed a business requirements workshop for one of their top tier customers.
• Captured Epics and User Stories and created a Business Requirements document with design/technical considerations.
• Assembled a high level project plan for the project.
• Handed-off BRD to technical BSA and PM for execution.

Lead Salesforce.com Business Consultant

Confidential

Responsibilities:

• Consulted with business to choose a CRM platform and strategy for Sales and Customer Service.
• Assembled the project timeline and identified all in-scope activities for the project.
• Planned and executed requirements workshops on-site to develop new processes and gather requirements.
• Gathered specific requirements for Live Agent Chat.
• Performed Day-In-The-Life activities to acquire ground level requirements and appropriately identify the role of all users.
• Performed solution and design sessions with business to determine best design approach.
• Configured solutions for Sales and Service Cloud consoles, page layouts, email templates, and case routing (web and email).
• Configured CTI softphone solution with Teletech team.
• Configured workflow solutions for Case Management and Opportunity management process using Lightning.
• Assembled UAT Plan and Test Scripts for User Acceptance Testing.

Lead Salesforce.com Business Consultant

Confidential

Responsibilities:

• Elicited and documented end-to-end business requirements for a new instance of Salesforce.
• Created User Stories and UAT Test Scripts.
• Managed daily scrum meetings, weekly progress meetings with stakeholders, and reports to the executive level stakeholders.
• Provided SFDC consulting to the BASD team and created a Project Plan for the project.
• Documented business architecture requirements and provided schemas and UMLs on new and existing business processes.
• Consulted business users on CRM strategy and QTC requirements.
• Configured Salesforce Lightning components and workflows using process builder.
• Developed APEX Triggers and validation scripts.
• Developed VisualForce pages, custom objects, junction objects, and resolved multiple systems integrations requirements.
• Created Web API Triggers and integrations for batch loads.
• Developed and deployed Salesforce-to-Salesforce integration with multiple instances of Salesforce and improved systems architecture.
• Configured Salesforce Quote-to-Cash (QTC) objects.
• Developed Data Migration Strategy for all SFDC objects and mapping workbooks for external systems and Salesforce objects.
• Migrated all data for all objects and users into the new instance of Salesforce.
• Provided expertise and consulting with existing staff on how to support and administer the new system.
• Worked with in-house Systems Architect on creating a road map for CIO.

Lead Salesforce.com Business Consultant

Confidential

Responsibilities:

• Elicited and documented business requirements for case and customer portal project.
• Developed a project plan and roadmap for Customer Portal project.
• Provided guidance to SFDC team and provided interim resource management for team.
• Documented business architecture requirements and provided schemas and UMLs.
• Developed relationships with business stakeholders and provided advice and on existing SFDC platform configuration.

Lead Salesforce.com Business Consultant

Confidential

Responsibilities:

• Lead Salesforce.com Business Architect, Manager, and Analyst for a global Salesforce.com Service Cloud implementation for BMC customer service organizations.
• Elicited and documented business requirements for Service Cloud platform.
• Architected functional design and technical design for Service Cloud platform.
• Gathered requirements for Live Agent Chat, and performed minor configuration.
• Organized teams, provided direction, and coordinated sessions for gathering business and UAT requirements using Agile methodology.
• Participated in a number of stand-up meetings and scrum sessions
• Worked with business to determine process consolidations and technical functionality requirements to centralize business processes.
• Tracked activities and tasks for teams regarding business requirements.
• Communicated requirements, progress and delivery schedule of business requirements.
• Acted as a Scrum Master in technical delivery sessions and solution review sessions.
• Gathered Data Migration, Integration, and Coveo Business Requirements (technical and functional) related to Cases, Accounts, Contacts, Knowledge, and several indexes of internal and external sites with varying levels of visibility permissions.
• Gathered Reporting requirements for MicroStrategy Integration and BI project.
• Organized meetings with the business and technical delivery teams
• Gathered technical requirements and coordinated with Configuration teams to review requirements.
• Created technical mappings for all source and target fields for data migration.
• Worked with delivery team to review SnapLogic requirements and adjusted mappings accordingly.
• Created and demonstrated POC for Service Cloud Case structures and data migration verification.
• Worked with Appirio/Configuration team on configuration functionality requirements and story validation.
• Organized team of BSA's to provide requirements coverage on Customer Support Portal, Communities, and Accounts and Contacts reconciliation.
• Created and maintained a master business requirements document with project scope for Data Migration, Integrations, and Configuration.
• Worked with Technical Delivery team to install and configure Coveo Search tool.
• Worked with business and helped determine all fields, objects, and artifacts to be indexed by Coveo.
• Worked closely with Coveo on DMZ solutioning for BMC internal systems.
• Report to a number of business stakeholders and internal IT managers and directors on various deliverables.
• Worked with QA team to create a viable UAT Plan and Acceptance Stories for business acceptance and final sign-off.
• Worked with business to adopt the system AS IS as well as document enhancement stories.

Salesforce.com Business Consultant

Confidential

Responsibilities:

• Built Salesforce.com competency for Voya IT department by interviewing and hiring a Salesforce.com Development and Support team.
• Provided consultation on Salesforce.com current state and procured an enhancement road map for 2015.
• Managed multiple instances of Salesforce.com for multiple business units.
• Facilitated bi-weekly development meetings regarding Salesforce.com projects.
• Consulted on Service Cloud implementation and Sales Cloud enhancements.
• Consulted on and presented AppExchange App solutions for immediate business needs.
• Provided direct support to the business for immediate needs and critical enhancements.
• Provided configuration, custom object and APEX development for sprint stories and tasks.
• Provided and support for new custom functionality in SFDC.
• Architected Salesforce1 mobile apps and developed POC solutions for Voya business units.
• Provided hands-on development and analysis for current business needs.
• Streamlined configuration of Salesforce.com and enhanced layouts to improve UI/UX.
• Provided active project oversight and budget management for Salesforce.com projects (Employee Benefits and Retail Life groups).

Salesforce.com Consultant

Confidential

Responsibilities:

• Analyzed, proposed and managed projects related to Salesforce.com.
• Improved end-user UI/UX using Java and APEX.
• Streamlined sales support process and retrain sales staff.
• Created and managed data maintenance schedules.
• Worked with executives to create custom reports.
• Provided consulting to help improve adoption of Salesforce.com.

Global Project Manager

Confidential

Responsibilities:

• Global Project Manager on a major Salesforce.com implementation for over 1,000 end users.
• Worked collaboratively with key stakeholders to communicate expectations and ensure project success.
• Performed business analysis from multiple global regions for customized Force.com development initiatives.
• Managed multiple project resources to accomplish tasks and achieve project milestones.
• Assembled tasks in MS Project and managed implementation with four global business units (CNAM, SAM, EMEA, APAC).
• Managed SharePoint site regarding global communications of project deliverables and uploaded multiple project documents.
• Designed SharePoint sites using SharePoint Designer 2010.
• Created materials and provided to all Salesforce.com end users.
• Provided configuration and performed systems administration on Salesforce.com for both Sales Cloud and Service Cloud.
• Managed project scope and met with business leaders to account for project progress and assessments

Consultant

Confidential

Responsibilities:

• Performed business analysis and provided high-level recommendations to help improve call numbers, collective data unity, web 2.0 marketing strategies, social media image, and infrastructure optimization.
• Assessed, configured, implemented Salesforce.com CRM.
• Provided systems administration for the Salesforce.com CRM database.
• Selected add-on applications from the AppExchange and built custom applications for Salesforce.com CRM Sales Cloud.
• Consulted on Service Cloud implementation.
• Organized and lead interactive webinars and other presentations.
• Represented E*Value at organizational conferences.
• Created manual for new hires.