SUMMARY

• 22 years of experience in IT solutioning, design, development, and implementation of cloud - based and client/server applications.
• 20 years of Solutions/Technical Architect experience focused in Sales/Service Management, Call Center, CPQ and Field Services across Telecommunications, Oil & Gas, Financials, Medical Technology, and Manufacturing industries.
• 19 years of global CRM implementations involving multi-lingual and multi-currency deployments supporting diverse operations compliant with regional and local labor regulations.
• 6 years of Salesforce.com Sales/Service Cloud implementation experience.
• 6 years of ServiceMax experience on SFDC platform.
• 8 years of CPQ experience with inquiry-to-order and order-to-cash.
• Responsible for business development: pre-sales, SOW development, discovery, design, development, build, test, training, and launch.

TECHNICAL SKILLS

Special Technologies: Salesforce.com Sales and Service Cloud, Siebel 99, Siebel 2000, Siebel 7, Siebel 8, OpenUI, Oracle Policy Automation 10

Operating Environments: DOS, Windows NT Server, Windows XP, Window 7, AIX, XP, MVS/TSO, ISPF/PDF, OS/VSJCL

Languages: COBOL, C++, PL/SQL, Visual Basic 6.0, .Net 2.0, Javascript

Development Tools: PowerBuilder, Project Workbench, File Aid / Data Ager

Methodologies: CS/4, CSC Catalystsm, Catalyst Year 2000, Siebel Rapid Application Development, Agile

Software Packages: Microsoft Office, Visio, Crystal Report, Propelis Eai Middleware, Actuate

Professional Training: Siebel 99 Tools, Siebel VB and OLE, Siebel 2000 and Siebel 7 Migration, Servicesoft eCenter, PL/S, Oracle Policy Automation 10

PROFESSIONAL EXPERIENCE

Confidential

ServiceMax Solutions Architect

Responsibilities:

• Advisor to Senior Management ways to streamline business operations and field management leveraging FSA and Go App, resulting in 94% adoption rate within 4 months with over 400 users across 17 EU countries.
• Pilot implementation of Service Board replacing Dispatch Console which calculates actual drive time increasing productivity.
• Revised existing Inventory Management integration with SAP, following enterprise best-practices by eliminating unnecessary transformation logic.
• Simplify application customization to leverage innate ServiceMax capabilities for faster and reliable synchronization, decreasing overall cost of maintenance.
• Reconfigure FSA mobile app to enable “offline” capability minimizing disruption when network signal is weak/lost.
• Manage a small global team spanning IST, European, and U.S timezones, adhering to Boston’s stringent Business IT governance and dev operations.
• Evaluate ProntoForm to resolve Checklist limitations to achieve a scalable enterprise solution.

Confidential

SFDC/ServiceMax Solutions Architect

Responsibilities:

• Extend North America platform of SFDC/ServiceMax to Canada covering key markets spanning 7 largest provinces.
• Transform service management by digitizing 95% of business operations
• Deploy French translation for all customer-facing communications including email correspondence and service reports for customers in Quebec.
• Integrate SFDC/ServiceMax with JONAS back-office system keeping U.S. business on mainframe
• Managed the entire project from inception to rollout keeping stakeholders and end-users informed throughout.

Confidential, Atlanta, GA

SFDC/ServiceMax Solutions Architect

Responsibilities:

• Implement SFDC Shield for Consumer Data Protection per EU GDPR regulation.
• Integrate ProntoForms checklist functionality with ServiceMax supporting offline capability.
• ServiceMax design and release planning with business stakeholders and SCRUM Teams on delivery timeline.
• Transform the entire service operations model for Carrier Commercial Services starting with the Call Center, Sales Operations, Field Operations connecting Sales and Service providing 360-degree view of customer.
• Designed and implemented Service Cloud to facilitate case management combined with Service Console for Call Center to improve call intake efficiency.
• Enable ServiceMax Contract and PM management module to generate PM work order along w/ repairs entitlement.
• Extend Service Cloud functionality to support service planning work order dispatching, allowing the system to determine the most qualified technician based on location and skillset.
• Leverage SFDC Service Cloud and ServiceMax framework to minimize customization, preserving best-practices and extending the longevity of the application.
• Enable mobile/offline capability for field technician using iPhone to receive and complete work documentation.
• Led change leadership/training initiative to over 1200 North America users coordinated with the phased roll-out approach across all 25 business hubs including Hawaii and Alaska.
• ServiceMax/SFDC Integration to SAP S4/Hana to synchronize inventory count and manage trunk stock.

Confidential

SFDC Sales-Markeeting Solutions Architect

Responsibilities:

• Conduct health assessment of existing SFDC solution for Confidential Marketing/Media Group to identify functional gaps and recommend application enhancements to improve user experience and productivity.
• Evaluate Media Group’s core business process spanning from inception of lead management, media planning, and final delivery of overall marketing campaign.
• Present business cases to repair vs. rebuild the entire SFDC application entailing stop-gap measures as well as ground-up redesign to ensure future scalability.
• Design and implement minimal viable solutions leveraging SFDC third-party tools namely Conga Composer, workflow rules, java-script, and Visual Force Pages/apex development on Force.com platform.
• Provide migration procedure and conduct training sessions Coke’s Global and North America IT Teams to formally transfer full ownership of the application.

Confidential

SFDC/ServiceMax Technical Architect

Responsibilities:

• Implement SFDC in conjunction with ServiceMax to support NRG Home Services providing comprehensive home warranty and residential services.
• Evaluate existing sales and service delivery business model including vendor management to identify areas for process enhancement and systems automation.
• Leverage ServiceMax Contract entitlement module to manage a full product suite of home warranty and preventative maintenance plans.
• Demonstrate ServiceMax Booking Window to enable scheduling based on service territory and technician skills to distinctly separate functions of scheduling from dispatching.
• Enable ServiceMax Dispatch Console with real-time mapping to enable interactive job assignment by technician proximity to the service location and facilitate route planning.
• Deployed ServiceMax Summer 14 for iOS mobile device enable field services management, payment processing, and generating invoices with customer signature.
• Pioneer upgrade of ServiceMax Summer 14 to Summer 15, working with Product Engineering Team to resolve product defects and architectural API changes affecting custom credit card services with Authorize.net.
• Deploy ServiceMax Pulse introduced in Summer 15 to enable automated alerts upon work order assignment.
• Develop SFDC APEX code and triggers to automate data validation and email notification.
• Create customer portals using SFDC Visual Force Pages to schedule and process plan payments.
• Salesforce administration including user setup in Salesforce and ServiceMax.

Confidential

MDM Specialist/SFDC Service Cloud Integration

Responsibilities:

• Responsible for master data management of Trade Supplier information encompassing freight vendors and other vendor types within the supply-chain.
• Assess existing vendor hierarchy as defined in SAP and well as various legacy applications to determine the consolidated hierarchy.
• Understand business challenges due to poor data quality from key stakeholders to define overall project objectives in phases.
• Capture vendor reporting requirements to improve contract negotiation based on business volume/revenue.
• Define a common data model and match rules implemented in MDM along with source data mapping for the ETL process.
• Design real-time data synchronization process and interface design to sync customer and item master data with SFDC via Informatica.

Confidential

Lead Pricing Analyst/OPA Integration Architect

Responsibilities:

• Define roadmap to automate title policy rating based on state regulation, agency contract, and Stewart published rates
• Install and upgrade Oracle Policy Automation (OPA) Application from 10.3 to 10.4.2 using SVN as repository version control.
• Build OPA Pricing Engine by creating policy rules based on State-compliant rating formula in OPM
• Setup automation testing to certify rating accuracy for policy, CPL, endorsement, commitment, and binder premium including surcharges and discounts
• Configure Siebel Application to support title policy management and underwriting requirements.
• Design integration framework entirely based on Siebel Connector suite without custom scripting or data transformation
• Enable all communication protocol available in the Siebel Connector such as Assess, AssessIO, and Web-Determinations to transmit Siebel request and process OPA response
• Modify OPA Decision Report format and file size limitation to properly establish linkage to the originating Siebel policy record.
• Explore Interview web services offered by Siebel Connector as alternative option to conduct pricing evaluation.