**** ********* **. acdrhv@r.postjobfree.com

Cell: 817-***-****

Fort Worth, TX 76137

**IT Project Manager / Scrum Master / Solution Architect / Process

Engineering**

**Business/Technical Analyst** **Resource Management**

**Relationship Management** **CRM Expertise**

Professional Abilities:

. Accomplished in all areas of Systems Development Life-Cycle.

(Requirements, analysis, process engineering, architecture, design,

development, testing, training, rollout, post-production support and

overall project management)

. Strong background in Customer Relationship Management (Salesforce.com

(Sales Cloud / Service Cloud), PeopleSoft, Vantive, Remedy)

. Able to effectively communicate and negotiate with all levels of

personnel to obtain their confidence and buy-in. Consistently viewed

as a partner with business owners, C-level management and IT

development and QA.

. Exceptional business and technical knowledge with the ability to

design innovative, cost effective solutions and processes.

. Able to quickly analyze and troubleshoot issues. Strengths include

the ability to ask key questions to quickly find root causes of issues

and process improvement opportunities.

. Experienced with lean process engineering techniques.

. Successfully ran several projects as the Scrum Master using SCRUM

(Agile Development) Methodology. Also experienced in Waterfall

software development methodology.

. Very successful Project Manager of complex, cross functional projects.

. Extremely successful as a team leader and resource manager.

Management style encourages an environment of teamwork, cooperation

and fun.

. Experienced in working with multiple third party vendors, consulting

organizations, and offshore development staff.

. Extensive experience with Social Media, Pay for Performance

Advertising, Search Engine Optimization and integration with key

Search Engines and Social Media Platforms. (Facebook, Google AdWords,

Yahoo, Yext Reputation Monitoring, Pay Per Click, Pay For Call, Call

Tracking)

. Able to consistently and effectively perform in a high stress

environment while easily adapting to changing priorities and

requirements.

. Excellent verbal and written communication skills.

. Ability to quickly learn new technologies and business processes.

. Strong data analysis and database design skills. Successfully

supported several system upgrades, data migration, and data interface

projects.

Work History

June 2004 - 2/2014 Program Manager / Relationship Manager /

Development Manager

Dex Media (Previously SuperMedia, Idearc

& Verizon)

DFW Airport, Texas

Responsibilities:

. 4/2012 - 2/2014 - Program Manager

. 11/2010 - 4/2012 - Manager and working member of a 6 person

Relationship Management team.

. 11/2005 - to 11/2010 - Manager of a 30 person, PeopleSoft and Java

Development team.

. 6/2005 to 2/2014 - Project Manager / Scrum Master.

. 2/2005 - 6/2005 - Project Manager, Analyst, Developer, Tester, and

Trainer for the PeopleSoft 8.4 Sales Module Implementation.

. 6/2004 - 2/2005 - Team Lead for Production Defect and Service Request

team.

Accomplishments:

. Program Manager over integration projects post merger with Dex One.

. Program Manager over a large enterprise program for the rollout of

Salesforce.com Service Cloud and for making modifications to the

existing implementation of Sales Cloud.

. Highly regarded as a very effective liaison between all business units

and IT. Relationship Management duties include managing a team of 6,

prioritizing projects, gathering business and technical requirements,

analysis and creation of innovative solutions and processes, system

architecture and design, project management and project status

communication to all levels of management.

. Trusted advisor to C-Level management. Frequently called upon by

management to oversee critical projects and issues and to provide

innovative solutions and project oversight.

. Applications/Functionality supported include: Salesforce.com Service

Cloud / Sales Cloud, PeopleSoft CRM, Mobile Apps, iPad Apps,

Integration with Facebook, Reputation Monitoring, Chatter, On Line

Advertising, Customer Facing Portals, Sales Functionality (Leads,

Opportunities, Proposals, Pricing), Order Fulfillment, Customer

Support, Workflow, Billing, Credit and Reporting Systems.

. Won SuperMedia MVP award in 2011 for leading the successful

implementation of Salesforce.com.

. Won the Idearc ARC award in 2008 for leading an extremely large, cross

functional project using Agile Scrum methodology. This project

provided cost savings of over 1 million dollars a year.

. Won the Idearc ARC Award in 2007 for integrating Superpages.com

advertising with Google Adwords.

. Part of a two person team that successfully implemented PeopleSoft

Sales 8.4 for approximately 150 users. This team did all of the

analysis, design, development, documentation, training, and post-

production support. The system was successfully delivered on time and

under budget.

. Managed a 30 member CRM software development team. Improved employee

morale by providing a positive work environment where people are

encouraged to collaborate with each other and to take pride in their

accomplishments.

. Was the first SCRUM Master to use Agile Development within the

Internet Division. Helped establish the business processes and

guidelines for future SCRUM Masters.

Feb 2001 - June 2004 Sr. PeopleSoft Project Manager

Carreker Corporation

Dallas, Texas

Responsibilities:

. Team Lead for Corporate Applications Project Management and

Development Team

. CRM Project Manager and Project Manager for various other Corporate

Applications initiatives.

Accomplishments:

. Implemented Vantive 8.0 Help Desk.

. Participated in the PeopleSoft CRM 8.0 Early Release program.

. Implemented PeopleSoft 8.0 Customer Support. Personally analyzed,

cleaned and migrated data from legacy systems into PeopleSoft Data

Structures.

. Led the project to migrate from Vantive to PeopleSoft 8.0 Help Desk.

. Supported the acquisition of a new company and migrated their data and

processes to PeopleSoft 8.0 Customer Support. Also implemented

Customer Self Service functionality.

. PeopleSoft Sales implementation. Effort included very intense

requirements gathering, analysis, business process re-engineering,

configuration, implementation and project management. Prior to

PeopleSoft, each business unit ran their Sales operations

independently. Negotiation skills and obtaining the trust of the

business was crucial to the successful implementation.

. Created training manuals and performed most of the training for the

rollouts of the various Vantive and PeopleSoft applications.

. Analyzed and developed the security permission lists and roles for all

CRM applications.

Dec 1995 - Feb 2001 DBA / CRM Project Manager

Sterling Commerce

Irving, Texas

Responsibilities:

. Started at Sterling Commerce as a Sybase DBA to support the Vantive

Customer Support application.

. Expanded responsibilities to become an analyst/developer while

continuing to provide DBA support for Vantive Customer Support, QA,

Customer Self Service, Help Desk, Marketing, and Sales applications.

. Primary point of contact and programmer for MS Access / Visual Basic

Order Entry / Distribution System.

. Provided programming, DBA support, and analyst support of the Sterling

Commerce Web Based Product Price Book

. Led multiple Vantive upgrade and consolidation efforts.

Accomplishments:

. Provided DBA support of all Vantive applications with exceptional

responsiveness and availability.

. Assisted in the requirements gathering, design, development, testing,

training, and implementation of the Vantive Customer Support, QA,

Customer Self Service, Help Desk, Sales, and Marketing Modules.

. Implemented and supported the Vantive on the Go Mobile Sales

Application for 150 sales reps.

. Fixed all outstanding Sev 1 and Sev 2 issues for the MS Access Order

Entry System within 2 months of taking over as Project Manager /

Developer (approx. 50 issues and no prior MS Access experience).

. Accomplished several system upgrades, which included some extremely

complex data mapping. (Vantive 4.3, 6.0, 7.0, 8.1)

. Assisted in the successful consolidation of 3 separate Vantive CRM

Systems into a single system.

Education: LeTourneau University - Bachelors Degree in Business Management

References: To be provided upon request.

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