Objective

CRM Implementation Consultant / CRM Program Manager / CRM Project Manager

Professional Summary

Designed, consulted, implemented, administered and supported 15+ full CRM lifecycle projects utilizing On Premise and On Demand (SaaS/Cloud) CRM solutions including Siebel CRM (Oracle), Salesforce.com, MS Dynamics CRM & MDM, Experlogix CPQ, ServiceNow, SAP CRM, Sage Saleslogix, SugarCRM, SSM CRM, Onyx CRM, Clarify CRM, Goldmine CRM, ACT! CRM and SalesPower employing sales, marketing and service capabilities.

199*-****-**** 2010 2015

Plan/Design/Architect:

Designed and architected CRM solutions involving marketing, sales and service capabilities

Consulted and recommended CRM business and system strategy with client executives, stakeholders, project team, users, IT and vendor resources

Developed CRM capability roadmap (time-phased), project plans, deployment and user adoption programs

Facilitated workshops, captured and developed business requirements, process workflow and use case documentation

Governance/Project Management:

Managed projects utilizing Waterfall, Iterative, Prototyping, Rapid and Agile software development lifecycle methodologies

Managed and coordinated business, IT and outsourced vendor resources to deliver CRM capabilities and system upgrades

Assessed delivery risks and kept stakeholders apprised of strategy to provide mitigations

Assured project and technical documentation followed standardized approval process

Organized and implemented global security policy to active directory (AD) assets globally

Developed IT technical architecture, data security and support models (ELS and BAU)

Coordinated development, maintenance, testing and certification of business continuation and disaster recovery plans

Managed development of computer-based training (CBT) programs, user documentation, Quick Reference Guides (QRG)

Coordinated and managed system, unit and user acceptance testing (UAT) in development and sandbox (CTE) environments

Integration/Development/Data Management:

Managed all phases of data preparation, manipulation, mapping, loading, conversions, consolidations, imports, interface files, SQL list exports, ETL processes, mass updates and record transfers

Configured and customized applications, objects, workflows, screens (UI), fields, filters, queries, dashboards and reports

Developed relational database SQL procedures and queries to perform data analysis, administration, quality assurance and data restriction compliance

Architected and managed data integration and interface projects involving strategic systems including Siebel (Oracle), SAP CRM, SugarCRM, SSM CRM, Baan, SAP, Maximo, Oracle E-Business Suite, Cognos, MS Office, eMail (Outlook, Notes), Collaboration (SharePoint, Dropbox, Google), Business Information (Data.com (Jigsaw), D&B, Hoover’s, OneSource), Marketing (Aprimo, Marketo), RFP (Sant Suite), eSignature (DocuSign)

Administration/Support:

Designed and administered organizational structure, hierarchical relationships, user/role profiles, password management and certificates

Published user access and adoption reports

Coordinated and conducted user training

Provided level 1, 2 and 3 system, business and user support, issue tracking and resolution

Education & Certification

Salesforce.com Salesforce.com Certified Administrator 2014

APICS Certified in Production and Inventory Management (CPIM) 1985

Nichols College B.Sc., Business Administration 1979

Major: Management Information Systems

Varsity Ice Hockey (4 years, Captain)

Varsity Lacrosse (4 years, Captain)

Athletic Hall-of-Fame Inductee

Volunteer

Reuters Photo Technician (NFL, NBA, MLB, NHL & NCAA) 2007 – Present

Nichols College Alumni Board of Directors 2007 – 2011

National Ski Patrol Patroller, Crew Manager, Ski / Toboggan Trainer 1992 – 2000

Experience

Atrion Networking Corporation (Leaving company on project completion) 11/2014 – Present

Managed a full implementation lifecycle of MS Dynamics CRM Online 2013 / 2015, MDM, Experlogix CPQ and integration with ServiceNow SM, AM & PPM for a national networking solutions provider.

CRM Implementation Project Manager

Oversaw and managed all aspects of a MS Dynamics CRM 2013 / 2015 sales, CPQ and marketing capabilities deployment and data integration project

Developed, maintained and communicated project plan, timelines, status / progress reports, presentations, company and executive communications (emails, videos, animations photos and newsletters)

Set deadlines, assigned and monitored progress of responsibilities, work streams and tasks, coordinated and conducted meetings and requirements gathering sessions

Built relationships and coordinated solution vendor teams including Altico, Experlogix, Coffee+Dunn, Trillium, Netformx, Linium and Atrion business and IT resources

Rolls-Royce - Civil & Energy (Left company on project completion) 1/2014 – 5/2014

Advised and consulted on an Siebel On Premise (Oracle) upgrade to 5000 global field service users for Energy power generation technology solutions and Civil Aerospace power systems producer.

CRM Domain Specialist and Siebel Consultant

Coordinated and managed client software package deployments (thinapp, ActiveX, Java) and status reporting to PC workstations located within business landscape by support vendors HP, Computacenter, Capgemini and ShiftPoint

Managed traditional and alternative methods of client software deployment to North and South American user base

Organized and implemented global security policy to active directory (AD) assets located in North and South America

Developed Siebel upgrade functionality defect and resolution quick reference guide for local ELS resolver groups and super-users

Defined and verified upgrade early life support (ELS) Help Desk SR reporting system

Rolls-Royce - Defence (Transitioned to next R-R project on completion) 1/2012 – 12/2013

Executed a major CRM field service upgrade, instituted a DOD-compliant access control model (ACM), delivered a reporting capability for Siebel On Premise (Oracle) to 1000 US and Euro Defence aerospace power systems users and executed full implementation lifecycles of Salesforce.com and MS Dynamics CRM to 1000 sales, marketing and service users.

CRM Program Manager, CRM Domain Specialist and Project Manager

Coordinated, managed and delivered full Siebel (8) field service upgrade lifecycle

Designed and managed deployment of US DoD and UK RAF-approved access control model (ACM)

Coordinated definition, development (Wipro) and deployment of Cognos BI management reporting system

Managed administration of multi-instance On Premise Oracle (Siebel 8) Field Service system

Organized and managed business, project and vendor resources including HP, Computacenter, Capgemini and ShiftPoint to deliver CRM capabilities and upgrade

Orchestrated analysis, modeling, documentation and approval business customer issue (SR - Case) management process

Managed project and business user acceptance testing (UAT) resources

Directed development and delivery of business management reporting, analysis, dashboards, searches, filters and queries

Managed data preparation, manipulation, mapping, loading, conversions, imports, interfaces, SQL list exports, ETL processes, mass updates and record transfers

Coordinated and managed application deployments (thinapp, ActiveX, Java) to assets located within business landscape by outsourced vendors HP, Computacenter, Capgemini and ShiftPoint

Organized incorporation of global security policy to active directory (AD) assets located in Americas and Europe

Managed development of computer-based process and system training (CBT)

Orchestrated publication of user documentation and quick reference guides

Monitored adherence to user onboarding for approval, documentation and training

Coordinated data quality restriction analysis and compliance assurance for US DoD restricted data environment

Managed business analysis and requirements definition, process modeling and use cases for Salesforce.com and Dynamics CRM

Directed side-by-side Salesforce.com and Dynamics CRM 2011/2013 Online configuration, data loading and integration, user evaluation, training and deployment

Rolls-Royce plc (Transitioned to next R-R project on completion) 11/2010 – 12/2011

Executed a full implementation lifecycle of Siebel CRM (Oracle) to 5000 global marketing and sales users and managed strategic data integration projects for the aerospace and marine/industrial power systems producer.

Sr. CRM Consultant and Technical Domain Specialist, Data Integration Architect and Project Manager

Evaluated and recommended CRM strategy, architecture and amended capabilities roadmap

Utilized Waterfall, Agile, Adaptive and Rapid (RAD) software development lifecycle methodologies

Managed business process analysis and requirements definition, use case and BPM workshops resulting in development of requirements documentation

Coordinated development of project plans and communications, UAT strategy, master data governance, user and administration how-to-guides, system configuration, disaster recovery and business continuity guidelines

Delivered change management, deployment, training and user adoption best practice guidelines and frameworks

Managed approval process of IT project gates for solution architecture, data security (restricted and export controlled), support model, disaster recovery, business continuity and operational board reviews

Managed deployment of CRM, CBT, events management and off-line capabilities and applications to hand-held and client devices

Organized design of relational database SQL procedures and queries to perform data analysis, administration and quality assurance

Managed development of dashboards, filters, reports, customer segmentations and list exports utilizing SQL, Siebel CRM, Oracle BI Publisher and OBIEE tools

Architected and managed data integration and consolidation projects involving SAP CRM, SugarCRM, SSM CRM, SAP, Baan, Maximo and Siebel (Oracle) utilizing SQL, Java, Web Services, Informatica (ETL), Oracle EIM, MQ, DBLink and Maximo Toolbox

Established a corporate data dictionary for warehousing, reporting and enterprise service bus consumption (Mega)

Coordinated Rolls-Royce IT, HP, Oracle and Wipro vendor development teams to deliver CRM capabilities and integrations

Empyrean Benefit Solutions (Hired to implement CRM, left on project completion) 8/2008 - 1/2010

Executed a full implementation lifecycle of Salesforce.com for marketing and sales, and built a business development program for a benefits administration (SaaS) company.

CRM Domain Specialist and Business Development Manager

Liaison between executives, business stakeholders, project team and IT resources

Directed project team of BA, development and administration resources

Managed business process analysis, mapping and requirements definition workshops

Developed CRM roadmap and related project, transition and implementation plans

Architected integration of Outlook, Hoover’s, OneSource, JigSaw (Data.com) and Sant RFPMaster Suite solutions

Managed configuration of objects, workflows, screens (UI), records, fields, filters, queries, dashboards, reports, organization wide defaults (OWD), user profiles, roles, hierarchical relationships, sharing rules and security settings

Coordinated mapping, loading and updating (refreshing) of master account and contact data from ACT! CRM and SugarCRM systems

Coordinated and Managed business development (lead-gen) team utilizing CRM Campaign and Lead Management capabilities

HighRoads (Hired to implement CRM, left on project completion) 2/2007 - 7/2008

Executed full implementation lifecycles of Salesforce.com and MS Dynamics CRM for marketing, sales and service, and built a lead-generation team for an HR benefits e-procurement (SaaS) solutions company.

CRM Domain Specialist and Business Development Manager

Liaison between executives, business stakeholders, project team and IT resources

Analyzed and prepared business requirements, process model, workflows and use cases

Developed CRM capabilities roadmap, project, implementation and user adoption plans

Configured and customized applications, objects, workflows, screens (UI), records, fields, filters, queries, dashboards and reports

Prepared, mapped, loaded and updated (refreshed) master account and contact data

Defined organization wide defaults (OWD), user profiles, roles, hierarchical relationships, sharing rules and security settings

Integrated Outlook, SharePoint, Hoover’s, OneSource and JigSaw

Developed and integrated marketing communications, campaign templates and list export capabilities using SQL-based tools

Managed data preparation, manipulation, mapping, loading, conversions, imports, SQL list exports, mass updates and record transfers

Performed all steps required to transition from Salesforce.com to MS Dynamics CRM Online

Coordinated and Managed business development (lead-gen) team utilizing CRM Campaign and Lead Management capabilities

Kronos (Major company layoff during transition from Public to Private) 12/2003 - 10/2006

Executed full implementation lifecycles of Clarify CRM and Siebel CRM (Oracle) to 5000 global marketing, sales and service users, and managed a business development team for a labor management solutions company.

CRM Application Specialist and Business Development Manager

Liaison between executives, business stakeholders, project team and IT resources

Analyzed and prepared business requirements, process model, workflows and use cases

Managed and coordinated business UAT process cycles

Defined and administered user and team roles and hierarchical relationships

Defined and created dashboards, filters and reports using SQL and other reporting tools

Integrated Oracle E-Business Suite (EBS), OneSource, Hoover’s and Aprimo

Developed user documentation (QRG) and conducted classroom training

Managed business development team (8-20 resources) supporting outside sales team

Austin Street Apartments (Purchased, restored and sold apartment buildings) 7/2002 - 11/2003

Purchased, rehabbed and rented fifteen (15) residential 1, 2 and 3-bedroom apartments in Worcester, MA. Executed a full implementation lifecycle of Salesforce.com for rental marketing, sales and property management. Transitioned all operations to a facilities management company prior to property selloff.

Interra IT (Hired to implement CRM, left on project completion) 9/2001 - 6/2002

Executed a full implementation lifecycle of Salesforce.com for marketing and sales, and developed eastern US territory for offshore systems integration services company.

CRM Application Specialist and Business Development Manager

Liaison between executives, business stakeholders, project team and IT resources

Analyzed and prepared business requirements, process model, workflows and use cases

Developed capabilities roadmap, project plan, implementation and user adoption plan

Developed project, implementation, user adoption and disaster/business continuity plans

Configured and customized applications, objects, workflows, screens (UI), records, fields, filters, queries, dashboards and reports

Prepared, mapped, loaded and refreshed (periodic) master account and contact data

Managed business development (lead-gen) team supporting outside sales team

MembersFirst, Inc. (Hired to implement CRM, left on project completion) 7/2000 - 8/2001

Executed full implementation lifecycles of ACT! and Goldmine CRM for marketing and sales, and built a sales team for a start-up member communication solutions company (SaaS).

CRM Application Specialist and Business Development Manager

Liaison between executives, business stakeholders, project team and IT resources

Analyzed and prepared business requirements, process model, workflows and use cases

Configured and customized applications, objects, workflows, screens (UI), records, fields, filters, queries, dashboards and reports

Developed user documentation, QRGs and conducted user training

Provided level 1, 2 and 3 system support

Designed and integrated marketing campaign and sales communications templates

Managed business development (lead-gen) and outside sales teams

Infinium Software (Hired to implement CRM, left on project completion) 10/1998 - 6/2000

Executed full implementation lifecycles of ACT! and Onyx (Consona) CRM solutions for marketing and sales, and built a business development team for a Labor Management solutions provider.

CRM Application Specialist and Business Development Manager

Liaison between executives, business stakeholders, project team and IT resources

Analyzed and prepared business requirements, process model, workflows and use cases

Configured and customized applications, objects, workflows, screens (UI), records, fields, filters, queries, dashboards and reports

Prepared, cleansed and loaded application data

Developed QRGs and conducted user training

Provided level 1, 2 and 3 system support

Built, managed and coordinated business development (lead-gen) team activities with outside sales team

Spectrum Associates, Inc. (Awarded early-contributor payout, left on company sale) 7/1988 - 6/1998

Delivered systems integration, application customization, point solutions and management reporting software projects for a custom software firm servicing mid-market manufacturing clients.

Business Unit Manager, Project Manager and Alliance Manager

Conducted 100+ end-to-end custom software and BI reporting project lifecycles

Built and managed a custom application development and delivery team (BA, development, QA, documentation and support)

Established and managed relationship between client executives, business stakeholders and project team with delivery resources

Managed projects utilizing Waterfall, Iterative, Prototyping and Rapid Application Development software development lifecycle methodologies

Managed development of business requirements (BRD), application development and integration, support and upgrade plans

Managed Value Added Reseller (VAR) partnership programs with Oracle, PowerSoft (Sybase), SQA, Wang, CA and HP

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