John Hurkman

630-***-****

acqu3l@r.postjobfree.com

John is a dynamic, results-oriented IT veteran with nearly 20 years’ experience creating business solutions with long-term vision in mind. He has over 13 years’ experience specializing in CRM implementations and Business Intelligence (BI) for a variety of clients in financial services, manufacturing, distribution, insurance, health care, and communication industries. This has led to working on a number of implementation project proposals, analyzing requirements, project estimates, and architecting business solutions.

With a proven track record of leading a team of upwards of 6 members and end-to-end project initiatives, he is well versed with the challenges business faces in the technology arena. By utilizing his solid customer facing and technical background he is currently assisting customers define and refine IT processes to better achieve their business goals.

Summary of Qualifications

● Cloud Technology with an emphasis on Oracle Sales Cloud / Service Cloud (RightNow) / Eloqua Marketing

● Global ERP and CRM implementations with emphasis on Siebel & Oracle On-Demand (OOD)

● Business process management with various rule engines incorporating user experience and process automation.

● Architecture Knowledge: EAA, EAI, SOA, AIA, Systems Design, Data Modeling, and Reporting.

● Product / Pricing Development: Catalog(s), Attribute Pricing, and Customizable Models

● Certifications: Oracle Sales Cloud Implementation Specialist, Siebel 7.7 / 8.1 Certified Consultant, Siebel Order Management 7.5/7.8, PRPC Certified System Architect (CSA), PRPC Certified Methodology Black Belt (CMBB)

Professional Experience

Oracle Fusion

Oracle Sales Cloud

Eloqua Marketing

On-Demand: Reports

Siebel: Tools and Configuration

Accounts / Contacts

Service Request/Activity

Opportunities/Policy

Product Model/Config.

Pricing

Quotes / Orders

Assets

EIM

UTC

Domains/Industries

Call Center

Manufacturing

Communications

Sales

Government

Financial Services

Life Science

Utility

Engagement Experience

Solution Architect

App. Development

Business Analyst

Data Conversion

Testing

End User Training

Configuration

Scripting

SRF Analysis

Reporting

Operating Systems

Windows

Sun Solaris

HP-UX

Databases

Oracle DB 8i-11i

MS SQL Server 7.0/2000

Programming & Scripting Languages

SQL

VBA

Scripting

eScript

Tools

Siebel Tools

Visual Studio

Issue Tracking Systems

BI Publisher

InQuira

Visual SouceSafe

Toad

SOAP UI

MS SSIS / SSRS

Crystal Reports

BPM Tools/Frameworks

PRPC 5.5

CPM 6.1

PRPC 6.1/SP2

CPM 6.2

Education

Bachelor of Science in Computer Information Systems - DeVry University, Addison, IL

Peak Technical Staffing

February 2015 - March 2015

Navistar Inc. Enterprise Architect for Manufacture

● Responsible for technical architecture design, physical design, technology strategy, and will play a key role in engaging many parts of the information technology staff and peers to ensure alignment with enterprise strategy for various projects (i.e. End to End Warranty, Customer HUB, SFA for Internal/External process alignment.

● Provide input into the technology (IT) plan for the organization, and ensured that plans for assigned applications integrate effectively with other aspects of the enterprise architecture.

● Produced documented application frameworks and architecture.

● Vetted out various suppliers/applications to conform to system architecture standards and practices as required to keep up to date with enabling technologies.

● Advise management on application and supporting technology for future projects or environment upgrades/modifications.

● Design and implementation of assigned application areas, which supports client and/or business objectives and plans.

● Technologies involved: Pega 7, Oracle Customer HUB, Siebel SFA, Salesforce

eVerge Group Sr. Consultant

March 2012 – Sept 2014

ADP.IA Project Proposal for Insurance Vertical

● Work with stakeholders gathering current processes and pain points for their global call center to assist them in weighing the benefits and capabilities of an Enterprise, highly customizable and scalable solution/system versus developing an in-house, custom coded solution/system.

eVerge Group Cloud Specialist for Technical Proposal to B & C Level Mgmt.

● Create and present the benefits and capabilities of Oracle Sales Cloud technology which can be leverage with current/future clients.

● Develop a territory model for an on-going client within the Oil and Gas industry to leverage Cloud technology to allow for greater administration and capabilities over current system.

First Advantage BI Publisher for Contract Automation System

● Evaluate, develop, register, and upload various legal and summation BIP reports into a CRM / BI Publisher environment for a multi-lingual/multi-currency organization, while establishing DocuSign tags for Signature.

Cummins Corporation Track Lead Business Analyst for Global Warranty System

● Lead design and identify current process gaps for the automation of a Global Warranty System for a large-scale parts return division along with socializing application guidelines for performance to align with its global strategy.

● Lead the client through the mapping of various legacy fields to the new system for loading Warranties and establishing referential data points within the system along with its dependencies.

Medical Alert Foundation Project Management / Business Analyst for Web based App.

● Assist with the Status Reporting and managing the day to day activities

● Communication of successful and timely completion of milestones through coordinated prototype demos.

● Meeting with business stakeholders to gather the Functional aspects and details that define the requirements, while making sure all aspects are documented and outstanding items are followed up with internally.

● Assist with knowledge transfer through a forms and functional design documents, which discussed assumptions, completed follow up items and visual details of Use Cases around the various requirements.

● Assisted business with testing by leveraging SOAP UI for the various Web Services.

Meyer Distributing Company Functional Business Lead for Call Center Quote/Ordering System

● Functional Business Lead responsible for defining/creating Functional and Technical Design Documents for key considerations and recommendations to improve performance within the current implementation.

● Help resolve the client’s year-end issues, which included some of their already complex script and workflow deployments.

● Socialize various recommendations to improve the promotion process to allow the marketing arm to have a more robust promotion solution for further penetration into other markets and improve web and call center sales through their distribution centers.

Cummins Corporation BA for SR/Quote & Order for Global Distributorship System

● Assist business in turning requirements into a workable solution for their distribution centers. Working alongside the development team and testing various iteration releases and UI screen development for complex warranty calculations on service products within the quoting and order modules.

● Due to cross dependencies with other tracks, such as sales and fulfillment, analysis of business requirements was essential to a successful integration to the back-end system.

Pegasystems Sr. System Architect

November 2010 – March 2012

Texas Department of Transportation (TxDOT) Business Architect for Bidding & Letting

● The core process involved increasing the amount of work that can be performed for less money by implementing an “Add Alternate Bid Items” process within the Bid/Estimate/Proposal process. Along with allocating funds more effectively in Add Alt/Options, the solution allowed for better fund forecasting of projects and improved district project funding through automation of add alternates bid items tabulation capabilities.

● Main role was assisting in the development of the Bid Item Specifications Screen process, which allowed for required / optional specs to be added to the project, along with the addendum screen process, which allowed changes to be tracked for the proposal/estimate process.

Financial Services

Life Science

Utility

Engagement Experience

Solution Architect

App. Development

Business Analyst

Data Conversion

Testing

End User Training

Configuration

Scripting

SRF Analysis

Reporting

Operating Systems

Windows

Sun Solaris

HP-UX

Databases

Oracle DB 8i-11i

MS SQL Server 7.0/2000

Programming & Scripting Languages

SQL

VBA

Scripting

eScript

Tools

Siebel Tools

Visual Studio

Issue Tracking Systems

BI Publisher

InQuira

Visual SouceSafe

Toad

SOAP UI

MS SSIS / SSRS

Crystal Reports

BPM Tools/Frameworks

PRPC 5.5

CPM 6.1

PRPC 6.1/SP2

CPM 6.2

Education

Bachelor of Science in Computer Information Systems - DeVry University, Addison, IL

March 2012 – Sept 2014

ADP.IA Project Proposal for Insurance Vertical

● Work with stakeholders gathering current processes and pain points for their global call center to assist them in weighing the benefits and capabilities of an Enterprise, highly customizable and scalable solution/system versus developing an in-house, custom coded solution/system.

eVerge Group Cloud Specialist for Technical Proposal to B & C Level Mgmt.

● Create and present the benefits and capabilities of Oracle Sales Cloud technology which can be leverage with current/future clients.

● Develop a territory model for an on-going client within the Oil and Gas industry to leverage Cloud technology to allow for greater administration and capabilities over current system.

First Advantage BI Publisher for Contract Automation System

● Evaluate, develop, register, and upload various legal and summation BIP reports into a CRM / BI Publisher environment for a multi-lingual/multi-currency organization, while establishing DocuSign tags for Signature.

Cummins Corporation Track Lead Business Analyst for Global Warranty System

● Lead design and identify current process gaps for the automation of a Global Warranty System for a large-scale parts return division along with socializing application guidelines for performance to align with its global strategy.

● Lead the client through the mapping of various legacy fields to the new system for loading Warranties and establishing referential data points within the system along with its dependencies.

Medical Alert Foundation Project Management / Business Analyst for Web based App.

● Assist with the Status Reporting and managing the day to day activities

● Communication of successful and timely completion of milestones through coordinated prototype demos.

● Meeting with business stakeholders to gather the Functional aspects and details that define the requirements, while making sure all aspects are documented and outstanding items are followed up with internally.

● Assist with knowledge transfer through a forms and functional design documents, which discussed assumptions, completed follow up items and visual details of Use Cases around the various requirements.

● Assisted business with testing by leveraging SOAP UI for the various Web Services.

Meyer Distributing Company Functional Business Lead for Call Center Quote/Ordering System

● Functional Business Lead responsible for defining/creating Functional and Technical Design Documents for key considerations and recommendations to improve performance within the current implementation.

● Help resolve the client’s year-end issues, which included some of their already complex script and workflow deployments.

● Socialize various recommendations to improve the promotion process to allow the marketing arm to have a more robust promotion solution for further penetration into other markets and improve web and call center sales through their distribution centers.

Cummins Corporation BA for SR/Quote & Order for Global Distributorship System

● Assist business in turning requirements into a workable solution for their distribution centers. Working alongside the development team and testing various iteration releases and UI screen development for complex warranty calculations on service products within the quoting and order modules.

● Due to cross dependencies with other tracks, such as sales and fulfillment, analysis of business requirements was essential to a successful integration to the back-end system.

Pegasystems Sr. System Architect

November 2010 – March 2012

Texas Department of Transportation (TxDOT) Business Architect for Bidding & Letting

● The core process involved increasing the amount of work that can be performed for less money by implementing an “Add Alternate Bid Items” process within the Bid/Estimate/Proposal process. Along with allocating funds more effectively in Add Alt/Options, the solution allowed for better fund forecasting of projects and improved district project funding through automation of add alternates bid items tabulation capabilities.

● Main role was assisting in the development of the Bid Item Specifications Screen process, which allowed for required / optional specs to be added to the project, along with the addendum screen process, which allowed changes to be tracked for the proposal/estimate process.

Computer Information Systems - DeVry University, Addison, IL

Cummins Corporation BA for SR/Quote & Order for Global Distributorship System

● Assist business in turning requirements into a workable solution for their distribution centers. Working alongside the development team and testing various iteration releases and UI screen development for complex warranty calculations on service products within the quoting and order modules.

● Due to cross dependencies with other tracks, such as sales and fulfillment, analysis of business requirements was essential to a successful integration to the back-end system.

Pegasystems Sr. System Architect

November 2010 – March 2012

Texas Department of Transportation (TxDOT) Business Architect for Bidding & Letting

● The core process involved increasing the amount of work that can be performed for less money by implementing an “Add Alternate Bid Items” process within the Bid/Estimate/Proposal process. Along with allocating funds more effectively in Add Alt/Options, the solution allowed for better fund forecasting of projects and improved district project funding through automation of add alternates bid items tabulation capabilities.

● Main role was assisting in the development of the Bid Item Specifications Screen process, which allowed for required / optional specs to be added to the project, along with the addendum screen process, which allowed changes to be tracked for the proposal/estimate process.

Royal Bank of Scotland – Citizens Bank Business Architect for Banking Call Center

● The core focus of this project was to consolidate management, operations and IT across several call centers that support the retail bank, credit cards, mortgage, business banking, and consumer loan operations. This allowed for call centers operating models to increase cross training, cross-product selling and to manage the customer experience within a 360-degree common view for the application to be used in each location and across all products.

● Main role was leading the Direct Capture Objective for the customer 360-degree view of the customer interaction, along with assistance in hands on developing.

Phillips Life Line Business Architect for Home Health Care Contact Center

● The core process of this system allowed the agents the ability to service subscriber-based activities. These case-based activities improved an inefficient call center system while maintaining and tracking deadlines, quality and processes using PegaRules.

● Main role was to assist with the creation and review of Use Case Scenarios and their processes during Direct Capture Objective meetings with the main stakeholders during the elaboration phase. These scenarios were for the initial Asian pilot which would be the base foundation and later be expanded upon and implemented within the client’s North American Call Center market.

Oracle/Siebel Principal Consultant

April 2005 – October 2010

Marriott - Vacations PM / Technical Lead for Servicing Center (OOD)

● Lead a development team to assist the client in increasing performance within purchased application to meet go-live expectations. This entailed developing a solution to assign leads and their activities. Each would allow for daily interaction of field sales engineers, which dealt with customers and the tracking of interactions with those customers. These interactions would finally be used within a sales management dashboard for KPI for the various regions and sites for profitability.

Boeing BI Publisher Developer for Leadership Conference Center

● Overall solution entailed development of reports within BI Publisher, which leveraged data integration within Siebel Call Center along with complex calculations and in-depth understanding of the reporting structure of the client to deliver an automated solution for the ongoing Leadership Center’s best practices.

eBay Solution Architect/Business Analyst

● Assisted with developing a solution which included the analysis of current business requirements and data dependencies for InQuira (Content Management), Offline and Online Channels (Smart Answer, Web Forms, Phone and Chat), along with cross functionality for handling service requests and activity plans.

Agilent Technologies Quote/Order Lead Solution Developer

● Solution and lead development team for Quoting and metric tracking of Call Center Agents, which included

configuration of business objects (Quote, Assignment Manager, State Model, Signals, etc.) and creation of Business Services in order to accomplish the various needs of the client.

Constellation Energy Product/Configuration Specialist

● Evaluate existing product offerings to migrate product models to new enterprise system while improving performance on constraint rules, by leveraging link items, class product scripts, and attributes introduction for service level quotes to contracts.

● Entailed resolving client customized functionality dealing with areas such as Admin Product issues with validate button, Opportunity Auto Quote, Signals, and Product Configurator Rule engine.

Cadence Lead Business Architect for Product Offering

● Lead a split product team to a successful completion of Dynamic Catalog Portal for Order Management.

● Involved creating a Portal with JSP Pages leveraging OM Web Services against Product Catalog.

Novo Nordisk Heath Services Analysis

● Evaluated the clients existing application for upgradeability and its feasibility to move to a Global Solution. Documented risks and rewards along with detailing current modifications within the current system to improve and make ready for a Global Solution and enhanced performance.

Johnson Controls Lead Business Analyst for Product Offering

● Involved working closely with leads of other tracks to gather requirements, understand impact / risks on the Product Model done within the client’s organization along with knowledge transfer to the client and third parties.

● Lead expanded discussions on details around the client’s current Product Offerings and provided in-depth recommendations around leveraging Seibel Product Constructs to produce a robust product definition/model.

Neopost USA Lead Analyst for Universal Time Coordinate (UTC) Solution

● Coordinated discussions between stakeholders to analyze current UTC setup within the client’s Siebel Call Center Application. This entailed review of the client’s ‘Time Sheet Daily Hours’ view and current configuration.

● The Solution involved adding two extension columns to the base table on the Time Tracker applet of Date/Time, along with creating a step-by-step knowledge transfer document for running the UTC Conversion Utility.

Expert Technology Associates (ETA) Configurator Model Performance Enhancement

● Identified issues with the current model implementation and evaluated key areas for improvement

● Configured product models to reduce product configurator launch and load times, along with improving the user experience and simplified the model maintenance in order to reduce ongoing costs.

Hartford Insurance Financial Services Upgrade/Support

● Disseminated pertinent information to the Project Manager on scripting effort, which included status, on-going effort, major issues and their resolution/escalation.

● Evaluated and converted various VB scripts to eScript along with playing a major role in a highly visible ‘Policy’ module with the client.

● Scope coverage consisted of Development, Configuration (Applets, Bus. Components, Business Services), Unit Test Cases, Unit Testing, AT/IT Test defect phase, and initial QA testing phase

Lockheed Martin Developer of EIS Prototype for Microsite Rebuild

● Assisted in the configuration of the clients ‘Storefront Catalog’ through creating categories and catalogs within the applications order management (eOrdering) for the Quote/Order approval process. The solution leveraged a Microsite and additional tools configuration, to update internal and external targets as well as adding specification images and content set references.

● Also lead the knowledge transfer portion of the demo to the technical team.

Avaya PRM Business Analyst for a PRM Product Management System

● The solution allowed the client’s partners to have access to a filtered list of leads based on various aspects (Vertical, Region, Product, etc.). This would allow the partners an opportunity to capture/select the lead to promote the lead into an Account/Opportunity. If the partner was unable to promote the lead to an Account/Opportunity in a given period of time the specified lead would be released back for another partner to capture and promote to an Account/Opportunity.

● The solution leveraged Web Service-Interoperability (WSI) integration to incorporate into the current Siebel Sales application to allow partners to log in and view various leads imported from D&B.

Bellsouth (AT&T) Business Analyst & Developer for a Communications Product Catalog Quote and Order System

● Assisted in providing the client with in-depth solutions around product modeling for their regional/national DSL communication product lines. This entailed producing various options and PoC’s for evaluation by stakeholders to review the selection of specific products, promotions, catalogs, pricing, and configuration sessions. The PoC also allowed for UI view restrictions based on assets using the Siebel Application Best Practices.

● Also assisted the ‘Integration Domain’ team with location of various product/order/asset tables for migration between environments and customized various Web templates for the Product Configurator sessions.

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