[pic] Bear Byte Consulting LLC

* **** ********* ***.

* **. ****, ** *****

651-***-****

* ***** ******* - *** ******** Consultant

Overview

Over Twelve years experience in the design, development, testing,

implementation and installation and support of enterprise wide CRM

applications. For the past eight years has concentrated on CRM

Applications and has realized valuable hands on experience through

leadership in multiple high profile projects. Also experienced in ITIL,

Help Desk Software Development, Business Analysis, leading intra/inter-

organizational team implementations and applying Quality via Change

Management.

1 Amdocs CRM (Clarify) Certified Web & LAN Developer

2 Dovetail CRM Certified Developer

Microsoft CRM Developer

Lagan CRM - Implemented 311 for City of Minneapolis

3 Technical Skills

Plainview Project Mgmt.

Oracle RDBMS 7-10G

Tuxedo - Middle Ware

Network Technology

Web Portals for Self Service

B2B Web Portals

Exchange Server and Outlook Client

VB

Remote Desktop and VPN

Microsoft SQL Server

Java, Java Server Pages

CTI Integrations

Knowledge Management

Service Management

Sales Force Automation (SFA)

Antivirus troubleshooting

Software Distribution

OS = All versions of Windows, HP/UX, Linux

Hardware and software troubleshooting and installation

Experience

Senior IT Consultant June 1 2011- Present

Internet Sales Consulting

Startup consulting and setup of new business

Training of 3 employees in selling using eBay, Amazon and Craigslist

Created templates for new clients to use to catalog inventory

Formed partnerships with various vendors utilizing a simple barter system

of services.

Professional Drain Services May 10 - Jan 2011

Operations Manager

Business Turn-around and Process Improvement Consulting.

Project Management - Created Project Plan for an aggressive 3 month pilot

to video 10,000 sewer lines in 6 months. Delivered on-time and under

budget.

Managed Contract negotiations with Xcel Energy and CenterPoint Energy

Executives Gross Revenues exceeding $500,000 a month.

Created Operating Policies and Procedures for 30 Field and Office employees

Setup Service Management Ticket Tracking and Invoice System

Provided On-Call support to Field Technicians

Performed liaison role with City Employees in Metro and Rural Minnesota.

Performed technical repairs to Cues and Aries Sewer Camera's

Roche Diagnostics Corporation (Indianapolis, IN)

CRM Consultant May 09 - May 2010

Responsible for managing User Requested Changes utilizing Project

Management Controls for small to mid-size projects with a duration under 3

months each..

Performed On-call 3rd Level Support Functions

Created a number of custom Clarify CRM solutions and successfully

implemented.

Created solutions for User Web Portal to submit problem tickets.

Created multiple solutions using MS Word Template interfaces to

Clarify12.5.

Completed Training for Microsoft CRM and acted in support role for initial

Pilot Roll-out

Best Buy Corp. (Bloomington, MN) June 2008 to Dec

08

Technical Lead Architect

Led meetings with Business Stakeholders to map existing processes and

presented final solution to Executive Management Team.

Successfully created and delivered solution within required time-frame of 6

months.

Designed new functionality for Rapid Exchange Product Project

Created Technical Design Document and obtained sign-off by Executive Team.

Worked with and directed Off-shore development effort

American Red Cross and Dept. of Defense Sept 2007 to

Mar 2008

Technical Lead Consultant (Washington, DC)

Created Project Plan detailing implementation, configuration and

development of Dovetail CRM Applications

Mapped existing SQL Data and created Data Diction

Motoman Inc (Telecommute)

Clarify CRM Consultant July 2007 to Aug

2007

Created and managed Project Plan to modify existing Contract Management and

Sales Software

Created technical solutions for Contract Manager

Documented and Modified Clear Sales work-flow

Provided Staff Augmentation

City of Minneapolis May 2007 to July

2007

LaganCRM Consultant (311)

Implemented 311 Non-Emergency CRM Package (Lagan CRM)

Provided consulting on Best Practices for ITIL Service Management solutions

Installed and configured Web Portal for citizens of Minneapolis to manage

and submit User Issues.

Application Development

Business Analyst Duties

Provided Post Implementation Support

American Family Insurance (Madison, WI)

Technical Lead Feb. 2003 to May 2007

Clarify 10 SR1 / 11.5SR1.34 / 12.5sr1.08 / 13.1 on HP/UX running Oracle 9i

and Web Logic

Project Manager/Business Analyst/Developer for a number of internal Clarify

enhancements

Performed software Upgrades from Clarify 9 to 10.1 to 12.5 to AmdocsCRM6

(v13) on Oracle 10G

CTI Integration with I3 to enable screen pops and custom functionality.

Implemented Email Manager for HR Help Desk and Customer Billing

Implemented Full Text Search (FTS) for HR Help Desk

Installed and configured multiple Web logic instances for Clarify eSupport

Web Portal

Staff Augmentation to assist with ongoing enhancement requests and

customizations.

Created a custom VB interface for ClarifyCRM and eGain Knowledge Agent

Performed Flexible Deployment (Tuxedo) Server Administration and

Performance Tuning

US Admins (Saint Paul, MN)

Consultant Sept. 2002 to Jan. 2003

Strategic Planning and standard Business Consultation

Perform on-site and remote PC and Network support for medium sized

companies primarily in the Mortgage Industry.

Created interface to Mortgage Loan application (Calyx Point) from a custom

MySQL/Clarion Telemarketing application.

Created custom VA/FHA MS documents to be used with exporting data from

Calyx Point.

Created Project Plan to automate Anti virus strategy and implemented at

multiple sites

Sherwin Williams (Cleveland, OH)

Clarify CRM Consultant Apr. 2002 to Jul.

2002

Created Project Plan to manage upgrade of ClarifyCRM software.

Successfully executed Plan within allotted time-frame.

Staff Augmentation to assist with ongoing enhancement requests and

customizations.

Provide consulting/Architect information to upgrade to Clarify 11.1

EDS/Decision One (Devon, PA)

Web Portal Architect Feb. 2002 to Apr.

2002

Configure ClarifyCRM eSupport Web Portal for attachments and routing

Modify eSupportWeb Portal Java Server Pages (JSP) to include custom field

requirements.

Created Custom Java solution to update case details from the web portal.

Created Technical document with developer specifications to import

Employees.

Gillette Corp (Boston, MA)

Clarify Consultant/Architect/Project Management Oct. 2001 to

Feb. 2002

Provided Project Management for a number of upgrades and software

enhancement projects. Successfully executed each plan on time within

budget constraints.

Installation/Configuration/Tuning of Tuxedo Middle Ware Server.

Provided consulting services for upgrade to Clarify ver 10.SR1

Assisted in resolving a number of open issues and requests for enhancement

from the business community.

Created custom Parent/Child Ticket Customization for Service Desk.

Created standards for form/code versions and setup multi-developer

environment.

Mentored employees on Development Best Practices and provided training on

CRM Methodology

1

BMW Financial Services (Columbus, OH)

Project Manager/Technical Lead Mar. 2001 to

Jun. 2001

Installation/Configuration of Clarify server and client software.

Installation/Configuration of Clarify eSupport Web Portal (User Self

Service)

Setup of ITIL Rule Manager, Routing Server, Email Clerk and Notifier

Customize functionality of existing forms using Clear Basic and UIEditor.

Create custom tables, and add fields to the Clarify Data Dictionary

Created an internal Customer Survey that was driven off Ticket management

automatically.

Created fail-over Tuxedo Middle-ware servers for a user base of 3000

Created an integrated interface from Clarify CRM to StarTeam (Code Control

App.) using custom database objects and code.

Sprint Corporation (Dallas, TX)

1 Senior Consultant Jun. 2001 to Feb. 2001

Setup and configured Flexible Deployment on multiple servers to enable load

balancing for over 3000 users.

Provided Clarify administrative training for 100 Sprint IT employees.

Group Telecom (Toronto, Canada)

Clarify Project Manager/Technical Lead Sept. 2000 to Dec.

2000

Responsible for Project Management Plan creation and execution for numerous

technical modifications and upgrades.

Functional configuration of ClearSales product for SFA roll-out - setup

Sales Process, Territories, Accounts, Sites and Leads.

Management of 4 CRM Developers and related activities.

Setup of ITIL Rule Manager, Routing Server, Email Clerk and Notifier

services

Training and demos of the Clarify eFO8 CRM product.

User Acceptance Testing and Change Management.

Sprint Corporation (Dallas, TX)

Clarify Technical Consultant Jul. 2000 to Jul. 2000

Created Project Plan to setup proper Development Environment and

successfully implemented in 2 weeks.

Setup four (4) databases for development, test, training and production.

Configured Flexible Deployment (Tuxedo) on a single server to access all

four databases

Imation Corporation (Oakdale, MN) Jan. 1997 to Jun.

2000

1 IT Operations Support Manager

Duties consisted of ALL of the following:

Project Management, Clarify Development and Application Support.

Full P/L responsibility with a 3 million dollar budget.

Created Custom CTI integration with Nortel telephony system and ClarifyCRM

Performed 3 full upgrades from version 4.5 to 5.0, 5.0 to 6.0 and then from

6.0 to 6.1SR6.

Managed the migration process of all customizations during the development

process and upgrades.

Developed Tivoli Enterprise Console (TEC) interface to feed events into

ClarifyCRM, Clarify closes those events in TEC using a Clarify Business

rule. Access to monitor and support Tools is via an Internal Secured IT

Web Portal.

Help desk Manager

Created, Directed and Managed the creation and operation of Imation's

worldwide IT infrastructure Global Systems Support Center (GSSC).

Selected Service Management tools (Clarify), defined processes and

procedures, selected and trained staff, managed global implementation.

Responsible for a 24x7x365 internal Help desk servicing over 60 global

locations and 10,000 employees.

Actively worked with vendors to resolve service, billing and maintenance

agreement issues.

Managed over 15 full-time Help desk personnel, 3 Clarify developers and HP

Help desk Vendor liaisons.

Conducted company wide Clarify user training sessions.

Responsible for maintenance and security of 2 separate Data Center

buildings.

Tivoli Enterprise Administration and Support

Life-cycle Project Management and Support of the Tivoli Enterprise

management suite.

Completed one system upgrade, and complete roll-out of Tivoli's 3-tiered

architecture.

Implemented a two-way integration of the Tivoli Enterprise Console and

Clarify ClearSupport

Change Management Manager

Responsible for overseeing company wide IT changes and problem management.

Experienced in coordinating and leading inter-organizational team

implementations.

Conducted global weekly meetings with employees and vendors to coordinate

all change activities.

US ARMY - 82nd Airborne Paratrooper

Desert SHIELD

Squad Leader - Weapons Squad

A Co 2/325 Airborne Infantry Regiment - Fort Bragg, NC

1985-1989

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