Page * of résumé for MARK A. RALPH

MARK A. RALPH 248-***-****

***** ****** ******, ******* *******, Michigan 48071 acuihe@r.postjobfree.com PROFESSIONAL EXPERIENCE SUMMARY

Information Technology Business Analyst and Project Manager Specialty: Customer Relationship Management (CRM) and Portfolio Management Twenty plus years of experience providing program and project management, business analysis and end-to-end consulting solutions. Specializing in strategic vision, mergers and acquisitions and functional business process through web-enabled tools and applications.

Primary career focus on management, development and implementation of Customer Relationship Management

(CRM) systems such as Salesforce.com, Siebel Systems and iAvenue. Additional expertise developing and implementing Enterprise Portfolio Management (Applications and Programs/Projects), Multi-Year Cycle Planning Systems and Enterprise Application Total Cost of Ownership (TCO) projects utilizing formal solution delivery methodologies (SDM). Ten plus years managing construction and landscaping companies specializing in residential design, construction and remodeling projects.

Areas of Expertise

Mastery of CRM Systems • Business Development and Client Account Management • Project and Life Cycle Management with SDM • Business and Process analysis • Technical and Business Process Re-engineering and Strategic Alignment • Enterprise Portfolio Management, Cycle Planning Systems and Application TCO • Cross Functional Team Management • Web Enabled Business Systems • Excellent Interpersonal and Communication Skills Performance Indicators

Influenced corporate strategy through design, development, implementation and administration of four generations of CRM package solutions within domestic and international sales, marketing and client service organizations across 12 major business groups.

Championed an integrated organization credited with increasing average sales by over 225% and customer retention by 250%.

Corporate speaker for seminars, user events, and national conferences.

Established relationships with sales teams at Siebel Systems, Saratoga Systems and multiple partner service providers.

Developed internal User Groups, customer organizations and training events. PROFESSIONAL EXPERIENCE CHRONOLOGY

DESIGN & BUILD CONSTRUCTION, Madison Heights, Michigan 9/2002 to Present Residential Remodeling Contractor

Manage day to day operations of building construction and landscape construction company serving the southeastern Michigan residential market. Responsible for project management, supervision of workers and sub- contractors, sales, customer service, marketing, financial management, and operations management.

Project Manager of new construction, remodeling and landscape construction projects from design through final building inspections.

Architectural and Landscape Design. Create plans per clients’ specifications for new construction projects, building renovations, landscape construction projects and gardens. 2D and 3D plans generated using Home Design Architectural Series NexGen3, BHG Home Designer Deluxe and 3D Home Architect Design Suite.

Licensed by State of Michigan: Residential Builders License and Real Estate Salesperson License. Page 2 of résumé for MARK A. RALPH

BROOKE CHARLES GROUP, Troy, Michigan 5/2001 to 10/2005 Senior IT Consultant

Delivered IT consulting and implementation services to clients in southeastern Michigan. Design, deploy and support on-demand and on-premise CRM systems to help clients optimize their sales, marketing and customer service capabilities. Services include business analysis, project management, project planning and definition, system design and implementation, user training and ongoing support. Significant Client Accounts:

Ford Motor Company, Global Information Services, Dearborn, Michigan Onsite process and technology consultant and Lead Program Manager and Business Analyst. Development and implementation of web-enabled global IT Management System (ITMS) supporting the Enterprise Program Management Office.

Program Manager, Project Apollo. IT Management System, ProSight Portfolios, BusinessObjects InfoView, Metrics Repository System, Resource Management System, IT Billing, IT Online, supporting Enterprise Program Management Office (EPMO). Project budget of $2.4 million with expected benefits of $13.4 million

(458% ROI).

Project Manager, Enterprise TCO project. Selection and implementation of SEER SEM from Galorath and Application Operating Cost Estimator from BCG.

Core Team Member, IT Conceptual Process/Data Model project. Conceptual process mapping of IT organization with enterprise data model and Conceptual Process and Data Model Offsite. Utech Economic Consulting, Inc., Gross Pointe Farms, Michigan Business development professional focused on sale and promotion of CRM software products, implementation services and consulting services to CxO level executives within prospects and clients in the Midwest territory. Lead functional management role for CRM engagements.

New account development. Identify and create new business opportunities, produce and deliver sales presentations, proposals, negotiate contracts and long-range sales strategies.

Account Executive and Project Director for Customer Relationship Management (CRM) based engagements. Engagement strategy, business process review, budgets and concurrent project management.

Leading Independent Home Healthcare Firm, Rochester Hills, Michigan Assist senior management and IT staff of retail home healthcare provider in developing strategy and requirements for firm-wide CRM system encompassing 38 locations and multiple retail business lines. Provide assistance in establishing CRM philosophy across firm including sales, marketing and customer service. Conduct analysis of various hosted and on premise solutions. DEUTSCHE ASSET MANAGEMENT, INC., New York, New York 8/1993 to 5/2001 Vice President of Customer Relationship Management Systems Provided key business strategies, initiatives, leadership and guidance on design, development, implementation and administration of four generations of CRM package solutions (Siebel Systems eFinance, Saratoga Systems Avenue, Saratoga Systems SPS and Sales Technologies SNAP) for twelve institutional business units.

CRM Project Director. Managed migration of enterprise-wide CRM solution to Siebel Systems eFinance from Saratoga Systems Avenue Sales/CRM System. Project scope included gap analysis, architectural design, systems integration, and data conversion. Integrated PeopleSoft Financials, PIMS Portfolio Accounting System, Defined Contribution Services Data Warehouse and several legacy systems. Direct and support twelve major business groups located in 12 domestic and five international offices.

CRM Architect/Developer/Manager. Integrated Siebel eFinance, Avenue, SPS and SNAP into a comprehensive enterprise-wide system to include data architecture, GUI, data security, integration, pilot, stress tests, training, user manual and rollout. Addressed firm-wide LAN/WAN infrastructure, remote access, replication, data feeds, data integrity, disaster recovery, training and backup issues. Page 3 of résumé for MARK A. RALPH

CRM System and Database Administrator. Managed staff that provided database administration, on-going system development and re-engineering, system maintenance, end-user support and training to 800+ users of enterprise-wide database application.

Project Director. Managed projects to re-engineer and integrate Defined Benefit, Defined Contribution, Private Banking and Legal business units which improved workflow and business processes.

Intranet/Internet Project Manager and Administrator. Designed, developed and maintained Intranet content with integration of e-commerce and e-business methodologies within existing business models.

Year 2000 Compliance Coordinator. Developed and implemented plan to ensure systems and hardware compatibility within Global Institutional Group.

Client Consent Project Manager for Zurich Group - B.A.T. Financial Services merger that created Zurich Financial Services. Directed massive client communication project for General Counsel/Legal Department. Coordinated efforts of 300+ employees in nine business groups that resulted in 98.8% client consent rate.

Client Consent Project Manager for Scudder, Stevens & Clark - Zurich Group merger that created Zurich Scudder Investments. Directed client communication project for General Counsel/Legal Department within nine business units. Integrated mutual funds proxy information and tracked consent responses. Resulted in 99.6% client consent rate.

PUBLISHERS MARKETING GROUP, INC., Darien, Connecticut 6/1989 to 8/1993 Vice President of Systems and Operations

Directed all back-office operations and functions of industry leading magazine subscription clearinghouse. Re- engineered and automated all back-office and customer service processes. Directly supervised Managers of Order Entry, Order Processing, Fulfillment, and Customer Service with combined staff of 16.

Negotiated and maintained publisher databases and contracts for 3,500+ magazine titles. Maintained customer database of 950,000+ subscribers using custom tracking software programmed in FoxPro.

Managed all financial, accounting and budgetary functions for $9 million operation. Worked closely with accountants to implement computerized accounting system with feeds from order processing and bank reconciliation systems.

Assisted 1,600+ independent sales representatives with implementation of direct mail, telemarketing, and field sales strategies and techniques to increase sales production. Monitored and maintained agent databases.

Designed customized software enhancements to client/server based order processing, fulfillment and customer service systems. Trained and provided technical support to end-users. Installed system upgrades, hardware, and application software.

Re-organized internal procedures that reduced in-house order processing time from 3 weeks to 2 days.

Reduced staffing levels by 35% and overhead costs by 45% through computerization, standardization, and implementation of more efficient operating procedures. KELLY ASSOCIATES REAL ESTATE, INC., Darien, Connecticut 5/1986 to 11/1989 Real Estate Salesperson

Top listing and selling agent in two offices totaling 40 agents, 1988-89. "Broker of the Month" for 14 of last 24 months in office of 25+ agents.

Created unique personal computer based approach to manage and track customers, analyze market statistics, and communicate with new prospects. Developed custom marketing plan approach to list properties.

Computer consultant to Darien Board of Realtors. GENERAL MOTORS CORPORATION, Treasurer’s Office, New York, New York 12/1983 to 5/1986 Foreign Exchange Analyst 1/1985 to 5/1986

Managed foreign exchange exposures of Asian, Pacific Basin, and Scandinavian subsidiaries and joint ventures totaling $850 million. Responsibility substantially increased in 10/85 to include management of 30 domestic divisions with exposures totaling $11 billion.

Developed short-term and long-term hedging strategies, analyzed technical and fundamental currency movements, traded spot and forward currency contracts. Executed risk-sharing agreements with overseas suppliers and partners.

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Monitored economic and political data, prepared reports on economic and political factors affecting currency risks and movements within individual countries for top management.

Automated Foreign Exchange Section by developing custom mini- and micro-computer based software programs that dramatically increased staff productivity, improved quality of analyses, and eliminated one staff position within the Section.

Financial Systems Analyst 12/1983 to 1/1985

Designed and developed extensive financial models and computer programs on mini-computer and personal computers to eliminate and streamline manual efforts throughout the Treasurer's Office. Projects completed for Treasurer, Assistant Treasurers, Foreign Exchange, Commodities Trading, Executive Compensation and Benefits Administration Departments.

Developed executive workstation for Chairman, President, and Vice Presidents. Monitored Chairman's MIS system on 24 hour/day basis.

Initiated widespread use of personal computers throughout the office and conducted software training seminars for the financial staff.

Specific software projects completed include corporate and overseas commercial/financial exposure reports, profit projection model, earnings model, lease/purchase model, Treasurer's Office budget, ADP connection, Federal Reserve Bank reports, and several auto-dialing communications programs. EDUCATION

The University of Michigan

Graduate School of Business Administration 9/1981 to 4/1983 Master of Business Administration (MBA) with concentrations in Finance and Computer Information Systems. Montana State University

College of Graduate Studies 9/1977 to 6/1979

Master of Education (MEd) in Higher Education Administration with minor in Counseling. College of Letters and Sciences 9/1973 to 6/1976

Bachelor of Science (BS) in Biology with minor in Chemistry. Graduated with Highest Honors in three years.

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