I am a Senior Consultant Specializing in the areas of Customer Relationship Management (CRM). This consists of implementing and supporting the following areas :

Business applications, call center design, Service/Sales implementations and configuration, Production support, Operational Management, and functional and technical engineering targeting a range of customers within government and commercial industries. I have over 17 years of IT experience, which includes 11 years of application consulting experience. Areas of concentration in lifecycle Oracle CRM Application implementation, and support.

Technical and Business Skills

Applications

Oracle Telesales

Oracle TeleService

Oracle Advanced Inbound

Oracle Advanced Outbound

Oracle Discoverer

Oracle eMail Center

Oracle Interaction Center

Oracle Knowledge Management

Oracle Territory Management

Oracle Spared Management

Oracle Data Quality Manager

CRM OnDemand

Oracle Advanced Pricing

Oracle Purchasing

Oracle Scripting

Oracle Foundations

Oracle iSupport

Oracle Service Contracts

Depot Repair

Field Service

Mobile Field Service

Oracle Universal Work Queue

Oracle CRM Foundation

Oracle Customers Online

Oracle Marketing Online

Oracle Contact Center Anywhere

Oracle Order Management

Oracle Inventory

Application Version:

11i and above

Methods

Oracle Applications Implementation Methodology (AIM)

Tools & Languages

SQL*Plus, Oracle Discoverer, SQL Navigator, Toad,

Industries

Telecommunications

Government

Pharmaceutical

Healthcare

Educational

Project

Experience

Cross Country Home Solutions 9/14 - Present

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership

Subject matter expert for the CRM Ondemand, Oracle Order Management, Pricing, Sales Contracts, Service Contracts, Oracle Teleservice and Install Base

Provided overall functionality and guidance for Oracle Sales and Marketing

Lead knowledge expert providing direction for the support staff support the Oracle eBusiness Suite.

Manage customer expectations providing implementation guidelines, testing phases, CRP demonstrations of CRM/ERP functionality for the business users

Ciena Corporatoin 4/14-9/14

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership

Subject matter expert for the CRM Ondemand, Oracle Order Management, Pricing, Sales Contracts, Service Contracts, Oracle Teleservice and Install Base

Interfacing external contract application with Oracle Service Contract to enable correct level of service for customers.

Providing knowledge and insight regarding Oracle Install base for item owner, location and service contract.

Lead knowledge expert providing direction for the support staff support the Oracle eBusiness Suite.

Manage customer expectations providing implementation guidelines, testing phases, CRP demonstrations of CRM/ERP functionality for the business users

HNI Corporation 5/13-12/13

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership

Subject matter expert for the CRM Ondemand, Oracle Order Management, Pricing, Sales Contracts, Service Contracts, Oracle Teleservice and Install Base

Implementation design and integration of Oracle Telephony with Avaya PBX phone system providing screen pop functionality with Teleservice.

Provide production support for applications implemented providing process redesign and best practice leadership.

Lead knowledge expert providing direction for the support staff support the Oracle eBusiness Suite.

Manage customer expectations providing implementation guidelines, testing phases, CRP demonstrations of CRM/ERP functionality for the business users

Otsuka Pharmaceuticals 1/11- 5/13

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Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership

Subject matter expert for the Oracle Order Management, Pricing Oracle Teleservice, Oracle Depot Repair, and Oracle Telesales solution interfacing with 3rd party warehouse management providing shipments to customer base.

Provide production support for applications implemented providing process redesign and best practice leadership.

Lead knowledge expert providing direction for the support staff support the Oracle eBusiness Suite

Provided overall guidance, training for Train-the-Trainer knowledge for theOtsuka training vendor.

Manage customer expectations providing implementation guidelines, testing phases, CRP demonstrations of CRM/ERP functionality for the business users

Implemented oracle Personalization via Teleservice and Telesales in order to meet customer requirements

Teva Pharmaceuticals 9/10-1/11

9/10-1/11

Subject Matter Expert for Oracle eBusiness Suite Sales Application providing design solutions for Sales team.

Overall redesign of custom interface interfacing CRM OnDemand with Oracle order Managements for internal and external sales teams.

Lead and assist development support staff in the development and testing of the custom interface accessing Order Management, Sales Leads, and Quoting

Designed training materials for sales team for 100+ internal and external team members.

Assisted Marketing Team in overall sales strategies, training, and design of Oracle Sales and Marketing.

ADS Inc - Virginia Beach, VA May 2010 – 9/10

Subject Matter Expert for Oracle eBusiness Suite Telesales Application providing design solutions for sales force automation team.

Overall redesign of Oracle Telesales Opportunity Management streamlining processes and application screens for ease of use for internal and external sales teams.

Lead and assist development support staff in supporting Oracle Sales interfacing with external quoting application providing opportunity to quote management.

Designed training materials for sales team in managing Lead, Opportunity, and Quote management for over 150+ sales team members.

Implemented Oracle Personalization in order to meet customer screen design needs.

Assisted Marketing Team in overall sales strategies, training, and design of Oracle Sales and Marketing.

Implemented and configured Oracle Knowledge Management creating a document repository for the Help Desk and Oracle support team.

Implemented Oracle Service for help desk team implementing for tracking of help desk tickets.

Implemented CRM OnDemand for Sales and Marketing team using Leads and Opportunities.

Implementation of Oracle Service, iSupport for service request integration

City of Atlanta – Atlanta, Ga November 2008 – January, 2010

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership.

Subject matter expert for the Oracle Teleservice solution application interfacing with Oracle Modules (Email Center, Scripting, Interaction Center, Telephony, TCA, and customer legacy systems).

Overall design, implementation and support of Oracle Scripting, eMail Center, Teleservice, Interaction Center supporting a 60 seat call center.

Lead knowledge expert providing direction for the support staff support the Oracle eBusiness Suite.

Provided overall guidance, training for Train-the-Trainer knowledge for the City of Atlanta training vendor.

Manage customer expectations providing implementation guidelines, testing phases, CRP demonstrations of CRM functionality for the business users.

Implemented oracle Personalization via Teleservice in order to meet customer requirements.

Overall guidance and leadership of Offshore development team in the designed implementation of Oracle scripting with the City of Atlanta’s legacy Utility software providing Service Request creation for Teleservice and Workorder creation for the legacy utility systems.

Sun Micro Systems – Santa Clara, CA August 2007 to July, 2008

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership.

Subject matter expert for the service solution application interfacing with Oracle Modules (Inventory, TCA, HR, etc).

Project lead for onsite/offsite support team providing educational instruction for Oracle eBusiness Suite to staff.

Suport of Oracle Teleservice, Depot Repair, Pricing, Service Contracts, Install Base, eMail Center, Universal Work Queue, Knowledge Management, iSupport, Territory Management, Advance Inbound etc. supporting 10000+ users.

Lead knowledge expert providing direction for the support staff support the Oracle eBusiness Suite.

Manager of Service Application Track, providing manager of support and support team of the process in supporting the Oracle Sales application modules.

Manage customer expectations providing issue to resolution working directly with SUN business owners.

Lead Knowledge Transfer coordinator, ramping staff with knowledge to support Oracle applications.

US Pharmacopia – Rockville, MD

February 2008 – June 2008

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership.

Subject matter expert for the sales/service solution application interfacing with Oracle Modules (Teleservice, Telesales, Scripting, TCA, etc).

Implementation and support Oracle Marketing Online and Marketing Online Intelligence R 12

Lead knowledge expert providing direction for the support staff support the Oracle eBusiness Suite.

Manage customer expectations providing implementation guidelines, testing phases, CRP demonstrations of Marketing functionality for the business users.

Lead Knowledge Transfer coordinator for the ongoing support of Marketing Online, Telesales, and Oracle Scripting.

ACT, Inc – Iowa City, Ia February 2006 – August 2007

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership.

Subject matter expert for Student Registration application interfacing with Oracle Modules (Inventory, TCA, HR, etc).

Implementation and support Oracle Marketing Online and Marketing Online Intelligence

Project lead for onsite support team providing educational instruction for Oracle eBusiness Suite to the client’s staff.

Implementation Oracle Telesales on-site supporting 200+ registration agents..

Provide functional/technical leadership for application implementation, integration, and deployment.

Implementation of Oracle Service Contracts providing functional lead expertise.

Participating in required documentation, development of systems test plans, procedure documents and actual system testing.

Provide documentation on implementing/support of Oracle eBusiness Suite applications.

Assist with customer evaluating and proposing process improvements measuring company effectiveness.

Implementation of Oracle Universal Work Queue for the distribution of work to registration agents

Implemented oracle Personalization via Telesales in order to meet customer requirements.

Assisted client in Agent Registration Processes in using the Oracle eBusiness Suite.

Assisted in requirements gathering for custom application forms.

CuraScript, Inc – Orlando, Fla. May 2004 - January 2006

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership.

Subject matter expert for Custom Pharmacy application interfacing with Oracle Modules (Inventory, TCA, Manufacturing, HR, etc).

Project lead for onsite support team providing educational instruction for Oracle eBusiness Suite and Oracle Custom Pharmacy Application to the client’s IT staff.

Education Project Lead for End User training of Oracle CRM Application and Oracle Custom Pharmacy Application, providing training material and delivery to user and management.

Implementation Oracle Telesales on-site supporting 200 + call center agents..

Provide functional/technical leadership for application implementation, integration, and deployment.

Participating in required documentation, development of systems test plans, procedure documents and actual system testing.

Integrate Oracle Interaction Center with Computer Telephony Integration providing telephony Support with applications interfacing with PBX (Nortel) using Dialogic CT Connect.

Interface Client Server Technology with PBX consisting of Nortel Meridian, using third party software (Dialogic CT Connect and Prospect).

Educate customers in Administering Call Center Applications.

Provide documentation on implementing/support of the Call Center applications.

Assist with customer evaluating and proposing process improvements measuring company effectiveness.

Participating in required documentation, development of systems test plans, procedure documents and actual system testing.

Pension Benefit Guaranty Corporation, Washington DC. November, 2003 – May, 2004

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership.

Oracle Email Center/Server SME providing end user support and training.

Assist with customer evaluating and proposing process improvements measuring company effectiveness.

Assist customer in evaluating current legacy data and importing into Oracle Interface tables using Sql-Loader.

Participating in required documentation, development of systems test plans, procedure documents and actual system testing.

Project lead for transition team providing onsite educational instruction for Oracle eBusiness Suite.

Implementation Oracle Teleservice on-site supporting 100 + call center agents..

System Architect providing overall customer system assessments, engaging the customer in the proper methodology in implementing purchased software and/or professional services.

Provide functional/technical leadership for application implementation, integration, and deployment.

Participating in required documentation, development of systems test plans, procedure documents and actual system testing.

Project lead for transition team providing onsite educational instruction for Oracle eBusiness Suite.

Office of Navel Research/DLT Solutions, Arlington VA. May, 2003 – November,2003

System Architect providing overall customer system assessments, engaging the customer in the proper methodology in implementing purchased software and/or professional services.

Direct customer support integrating data reporting tools such as Oracle Discoverer, Crystal Reports, etc.

Provide technical leadership for application implementation, integration, and deployment.

Assist with architectural design and conversion of customer legacy data.

Subject matter expert ranging from Database Administration, Networking, and CRM and ERP Applications.

Humana Inc., Louisville, KY December 2000 – December, 20002

Subject matter expert for Oracle eBusiness Suite providing functional, technical, and processing leadership.

Assist with customer evaluating and proposing process improvements measuring company effectiveness.

Assist customer in evaluating current legacy data and importing into Oracle Interface tables using Sql-Loader.

Format and create index and views for customer legacy data to optimize query time among inbound calls.

Participating in required documentation, development of systems test plans, procedure documents and actual system testing.

Project lead for transition team providing onsite educational instruction for Oracle eBusiness Suite.

Implementation and support Oracle Marketing Online

Implementation Oracle eBusiness Suite on-site supporting 200 call center agents.

Direct customer support integrating data reporting tools such as Oracle Discoverer.

Assist with architectural design and conversion of customer legacy data.

Integrate Oracle Interaction Center with Computer Telephony Integration providing telephony Support with applications interfacing with PBX (Nortel, Lucent, Aspect) using Dialogic CT Connect.

Integration and support of Cisco ICM with Oracle Call Center and Email applications.

Interface Client Server Technology with PBX consisting of phone switches such as Lucent Definity G3, Nortel Meridian, Siemens and Aspect using third party software (Dialogic CT Connect and Prospect).

Educate customers in Administering Call Center Applications.

Provide documentation on implementing/support of the Call Center applications.

Provide onsite training and documentation for end users within the call center.

Provide On-site support for CRM applications as lead interface between the customer and Support/Development.

Oracle Corporation, Herndon, VA November 1997 – December 2000

Various Project Sites

Technical Lead in Consulting Services on special projects regarding the new product suite under development.

Implemented and resolved Oracle Call Center Telephony issues on site.

Integration in Oracle Isupport with teleservice for customer Service request creation

Integration of iStore with Oracle Sales applications.

Integrated and supported Oracle eBusiness Suite interfacing with customer PBX (Nortel, Lucent, Aspect, etc.) using Dialogic CT Connect and Cisco ICM.

On site and remote support with implementing eBusiness Suite products inclusive of networking, database and company provided modules.

Reviewed and resolved escalated issues on site and remotely regarding Call Center Telephony.

Assisted Quality Assurance in the testing of pre-released applications.

Database administration for Oracle 7.X, 8.X and MS SQL Server 6.5 databases.

Format and load data for support environment to ensure proper configuration of call center applications

Technical Lead for the Oracle Call Center Global Support Group.

Lead interface with Development on issues escalated within the Oracle Support.

Responsible for Technical Transfer of Information (TOI) of all new Oracle Call Center products to Oracle Support representatives throughout Global Deliver Team.

Support Technician June 1997 – November 1997

Cable and Wireless, Vienna, VA

System Administration via Solaris UNIX Operating System.

Technical lead for training employees on hardware and network support.

Operational Support On-line and On-site for Surecom Technical Support.

Installation of workstations on Window NT Server.

Maintain Hardware and Network training for employees on the Technical Support Team.

Monitored and resolve conflicts with mass data transfers (ex: e-mail and faxes).

Supported customers using Surecom Web Services, which gives customers the ability to send faxes and/or email over the Internet to an unlimited number of destinations.

Provided customer service via telecommunications resolving hardware and software conflicts with Sure fax Surecom Software, which is a specialized software developed at Cable and Wireless that enable customers to send mass data faxes to an unlimited number of destinations.

Supported customers using Windows 95, and Windows NT using Sure fax Surecom Software.

System Administrator for Remedy Help Desk Tracking System.

Computer Specialist May, 1991 - June 1997

Internal Revenue Service, Washington, DC

Technical Lead on Window NT rollout for special project within Headquarter Operation

Prepared Documentation for Junior Analyst in the installation and configuration of the Headquarter Operation Site Support team.

Installation of Software onto Workstations connected to the Novell 4.1 Network.

Prepared and Configure Windows 3.X, Windows 95, and Windows NT Workstation.

Responsible for supporting the Local Area Network Administration Novell 4.1.

Printer Installation and Troubleshooting (Network and Stand Alone).

Analyzed user requirements and recommend automation alternatives.

Operational Support of Information Technology Site Support III.

Troubleshoot hardware and software conflicts located at various workstations.

Provided Customer Service and software troubleshooting through telecommunications.

Installation and troubleshooting Windows 3.X, Windows 95 and Windows NT workstations.

Clients

Government Clients

Commercial Client

Pension Benefit Corporation

Internal Revenue Service

Office of Naval Research

US Fish and Wild Life

Etc.

Humana Inc.

Small Business Administration

Life Cell Corporation

Sun Microsystems

Etc

Sample Clients

Priority Healthcare (Red Hat v2.1-43)

Advance Inbound

TeleSales

Interaction Center

Universal Work Queue

Scripting

Humana Inc (IBM RS6000 Environment)

Advance Inbound

Advance Outbound

TeleSales

Interaction Center

Campaign Plus

Universal Work Queue

Scripting

Email Center

Papa Johns Pizza (Windows NT Environment)

Customer Care

Universal Work Queue

Advance Inbound

iStore

iSupport

Staff Leasing (Unix Environment)

Customer Care

Universal Work Queue

Telephony Manager

Advance Inbound/Outbound

Scripting

Pension Benefit Guaranty Corporation (Solaris Environment)

Teleservice

Advance Inbound

Universal Work Queue

Email Center/Server

Interaction Center

ACT Inc (IBM Environment)

TeleSales

Universal Work Queue

Customers Online

Education

University of District of Columbia, Washington, DC

Computer Information System Science, 1995

Security Clearance: Unclassified

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