Project Manager Sales

Tom Van Natta

609-***-**** ***.********@*****.***

http://real-crm-advice.blogspot.com

http://www.linkedin.com/in/tomvannatta

Senior Technical Analyst - Extensive technical expertise, with a solid

understanding of the business model and the technology that moves it

forward. Uses expertise in all areas of IT and business analysis to ensure

companies succeed by identifying, documenting, and improving strategy and

key business processes, then architecting systems to implement these

processes.

CRM Expert - Expert in Customer Relationship Management (CRM), assisting

business with designing CRM strategies, supporting sales staff, maintaining

the customer base, and adding new customers through online and social CRM

initiatives.

Practical Innovator - Extensive enterprise-level experience managing

projects, leading teams, solving problems, and implementing solutions. In-

depth understanding of how to analyze and meet business needs, and

implement large systems. Solid history of delivering cost-effective,

flexible, creative IT solutions that are welcomed by users and meet

compliance and audit requirements.

Project Manager - Track record of successfully completing large, complex

projects. Keeps an eye on the overall goals without getting lost in

technical detail. Knows how to optimize resources, schedules, and budgets

to meet project objectives.

Team Leader - Talent for organizing and leading teams of technical, vendor,

business, and customer representatives to work together to produce

technical and business success.

Technical Skills - SugarCRM, Oracle CRM, Microsoft CRM, PHP, MySQL, Oracle

RDBMS (database, stored procedures, PL/SQL, etc), HTML, Javascript, shell

scripts, database-level reporting. MS Project, MS Office, Visio, ER-Win,

ETL / data migration, software validation, documentation, technical

training, user training, test planning and execution.

Subject Matter Expert - Sales Force Automation (SFA) systems, CRM call

center, CRM sales force / marketing systems, online / social CRM.

Principal Analyst. Bristol-Myers Squibb (ConvaTec), 2001-2008 / ConvaTec

Inc., 2008- Oct. 2009.

RESPONSIBILITIES:

IT interface for US Sales and Marketing groups, including web sites, CRM,

call center, and database marketing. Lead IT interface for worldwide CRM.

Used expert understanding of application programming, databases, and system

design to meet business needs. Performed feasibility analysis, scoped

projects, prioritized deliverables, and recommended alternative solutions

and project strategies.

Collaborated with internal and external customers and vendors in both

technical and business areas to discover, document, and improve business

and system requirements. This included screen design, database design,

reporting needs, data quality / data definition, data migration, test

planning and execution, and complex data interface programming

requirements. Created and edited functional specifications, system

requirement specifications, test plans, validation plans, business process

documents, system workflow diagrams, and recommendations related to

proposed solutions.

Worked closely with Regulatory and QA groups on validated complaint

tracking and reporting systems, both standalone and integrated /

interfacing with CRM systems. Facilitated team, vendor, and customer

meetings. Ensured that issues were identified, tracked, reported on, and

resolved in a timely manner. Worked with line-of-business personnel to

identify required changes; communicated needed changes to development team.

Enforced project deadlines and schedules. Maintained project plans and

status reports.

ACCOMPLISHMENTS:

. Saved $7 million implementation costs and $400K in annual maintenance by

evaluating all options, then selecting and installing Commercial Open-

Source CRM system (SugarCRM).

. Received prestigious BMS "Information Management Innovation Award" for

selection and successful, on-time, on-budget CRM system implementation.

. Produced smooth system transition with excellent user acceptance by

organizing teams of vendor, developer, and business unit staff for

architecture and code review, deployment, and data migration. Despite

record snowstorm on go-live weekend, overall roll-out was rated as

"smoothest ever" by CIO & VPs.

. Wrote highly influential report to top management on "Social CRM" and the

ongoing online customer service revolution. Presentation to Executive

Council changed company marketing priorities to match modern consumer

behavior.

. Saved over E100K and delivered data ahead of schedule by developing

flexible, repeatable ways to migrate undocumented legacy data from

foreign offices into new system. Realigned sales territories data in 3

countries ensuring accurate reporting.

. Jump-started European implementation by training IM colleagues in the

U.K. on SugarCRM administration, migration, and programming. Hands-on

deployment manager for Spain and Canada.

. Reduced call center post-call time from 5 minutes to less than 90 seconds

with application designed around new, better business processes.

. Managed offshore and remote vendors and developers in six time zones,

ensuring implementation schedules were met.

. Led interactive voice response (IVR) replacement project, ensuring

business needs were met with simplified call tree. Performed the

extensive vendor management needed to ensure a positive outcome; as a

result, the system went live with zero problems.

Vantive Consultant. Independent consultant and on-site implementor for

Vantive integrated CRM suite. 1999-2001. (Vantive was later bought by

PeopleSoft, now part of Oracle Corp.)

Vantive development team member at several large international companies in

diverse environments. Developed models based on current software and

improvements through process re-engineering; developed requirements with

process owners and programmed business rules and user screens to those

specifications.

. Improved lost or delayed work order rate by 95% by designing and

programming integrated custom Workflow Management system, using a

combination of Vantive and external tools.

. Eliminated data transfer errors by developing secure, robust, completely

automated Unix-based FTP process (with integrated email notification) to

exchange and process important data files with customers and

subcontractors.

. Met regulatory requirements and business needs at a large pharmaceutical

company by developing and programming complex data migration from legacy

DOS systems in Canada, Germany, and the USA.

Co-founder/Chief Information Officer. Chesapeake Computer Resources,

Salisbury, MD.

1994-1999.

Managed team specializing in CRM, technical infrastructure assessment, and

risk analysis, system and network security enhancement, web technology, and

application development for the customers in banking and healthcare

industries. Designed and conducted training programs and classes.

Supervised PC technicians and trainers.

. As a business owner, developed complete understanding of business process

and business cycle. Negotiated contracts, allocated resources, hired /

fired employees, prepared budgets, performed risk analysis.

. Performed technology assessments for local businesses, recommending IT

strategies and specifics. Recent visits to some of these businesses

showed the strategies had been implemented and were strongly supporting

business growth.

. Performed independent evaluation of sales/accounting packages for

regional bank; implemented recommended solution and received personal

commendation from the bank president and board of directors for efforts

and results.

Senior Analyst / Programmer / Trainer. TARP Information Systems, Salisbury,

MD. 1990-94. Software company specializing in CRM call centers and

customer-response tracking; a division of TARP Worldwide.

. Served as liaison between the development team and system end-users at

Fortune 500 firms, primarily in the health care, banking, finance, and

consumer goods sectors.

. Collected and documented user requirements; discovered and mapped

business and technical processes.

. Created and edited project plans, functional specifications, system

requirements specs, business process specs, system workflow specs, and

overall recommendations.

. Conducted client and internal reviews to drive project approval process.

. Trained customers on site, pre- and post-implementation, to use TARP's

licensed software and other third-party software.

. Conducted follow-up reviews to ensure the final deliveries met the user

specifications and the mapped business processes and ensure client

satisfaction.

Education

BA, English / Economics / History, University of California,

Santa Barbara.

Certifications and Training:

Six Sigma Certification, 2010

SugarCRM Certified Administrator, 2007

Siebel Essentials, 2005

Project Management Framework certification, 2003

21CFR11 Training, ConvaTec, 2002

Software Validation training, ConvaTec, 2002

Vantive Programmer/Consultant Certification, Vantive Corporation, 1999

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