WILLIAM GOODRICH

352-***-****

St. Pete Beach, FL

ac3r4z@r.postjobfree.com

www.linkedin.com/in/BillGoodrich

SENIOR PROGRAM MANAGER

Consulting / Project Leadership / Business Analysis

Accomplished, results-oriented professional with extensive program / project management and business analysis experience in the software product and service sectors. Proven track record of system and application development, integration, and implementation efforts for clients seeking maximum ROI. Exceptional leadership skills, collaborating successfully to direct project teams through software development lifecycle (SDLC). Flawlessly integrates solutions, ensuring end product conforms to user requirements; leads project execution, while consistently managing change and mitigating risk. Core competencies include:

Planning & Implementation

Client Engagement & Delivery

QA & Best Practice Strategies

Client & Vendor Relations

Process Design & Modeling

Stakeholder Communications

Contract / SLA Negotiations

Budget, Scope & Schedule

Configuration Using JavaScript

Use Cases & CBAs

User Support

Configuration Using C#

TECHNICAL SKILLS

Platforms:

MS Dynamics 365, 2011, 2013/2015, Windows, UNIX, Sun Solaris, Linux, Oracle 10g, Sybase 11, MS SQL Server 2014, MySQL

Languages:

Oracle PL/ SQL, Transact SQL, UNIX Shell Scripts, Windows Batch Files, PowerShell, Java Script, Ruby / Ruby on Rails, Flex, C Shell, C++, C#, Json, Fetchxml.

Tools:

Microsoft: Office Suite, Project, Sharepoint, Visio, Visual Studio, MS Dynamics, MS SQL, Oracle, MySQL, Verint, Cisco API, Parature API, DBAMP, SAP Collaboration Room, Mercury Test Director, Siebel, Datastage, Load Runner, Winrunner, QATraq, SugarCRM, BizTalk, Confluence, Jira

Methodologies:

Use Cases, UML, RUP, ETL, Summit, Scrum/Agile

PROFESSIONAL EXPERIENCE

CERIDIAN CORPORATION, St. Petersburg, FL 2008 – 2017

Principal System Architect

Responsible for design, implementation and support of the CRM application enterprise consisting of MS Dynamics, Salesforce, Confluence and Jira to support a large HCM software and service provider with 1900 users. Consolidated three business units onto a single platform; Dynamics 365. Configured Dynamics 365 application and built integrations extending its capabilities.

Drove stakeholder requirement workshops

Met with stakeholders and collected and rationalized functional requirements.

Prepared Requirements and Design documentation.

Migrated Parature application functionality to Dynamics 365.

Migrated CRM 2011/2015 and Parature Case data on to Dynamics 355

Forms configuration using Javascript, HTML web resources.

Case routing using business process and workflow configuration with C# plugin.

Replicated data to onsite instance using C#, D365 SDK.

System set up; Queues, Teams, Users, Security roles.

Production support after go live.

oTechnical lead for Siebel 7 CRM migration to Microsoft Dynamics CRM 2011.

oConverted 30,000 Account records, 5,000,000 Contact records.

oConfigured C# Plug-ins for on create and on save validations

oDesigned and implemented a C# console application and CRM SDK to build a replication database containing CRM Account, Contact, Case and activity data.

Upgraded legacy Dynamics CRM 4 Lifeworks (Clinical Case support) instance to CRM 2011. (Implementing Multi-browser support.)

Upgraded CRM 2011 instances to CRM 2015.

Built and implemented an interface that replication SalesForce.com data near real time using DBAMP, PowerShell and SQL.

Designed and implemented a two-way near real-time interface between Parature and MS Dynamics CRM 2011 which syncs tickets/cases using CRM SDK, Parature API and C#.

CONNEXTIONS, INC., Orlando, FL 2006 – 2008

Director, Client Projects

Developed a call center on demand product and implementation methodology that consistently delivered support and sales call centers within 10% of initial estimate for clients including Blue Cross Blue Shield of Florida and Cedars-Sinai hospital.

Directed a team of 40 in development and launch of mission-critical solutions for 1700 worldwide users.

Conceptualized, designed, developed and launched key CRM product features, including Computer Telephony Integration (CTI), Click-to-Talk, and Click-to-Chat, as well as integration with e-commerce sites.

Developed complex, first-to-market solutions featuring Siebel.

Transitioned from Aspect Switch to Transera VoIP reducing overall operational costs by 12%.

CHEP, INC., Orlando, FL 2005 – 2006

Development Manager

Directed successful Siebel CRM 6 to 7 transition in support of 3,000 global sales users, performing complete planning, requirement analysis, functional / technical design, development, testing, and launch management. Led SDLC roadmap development, scope / schedule / budget estimation, change and risk management, end-user training, and vendor relations; managed team of 8 development and analysis professionals.

Led effort to justify upgrade, performing cost / benefit analysis across hard and soft benefits to demonstrate 250% ROI within 24 months.

Managed development of printed and interactive training materials in 5 languages.

Improved Oracle contract through aggressive re-negotiations to save $1M+ over 4-year contract period.

WALT DISNEY WORLD, INC., Orlando, FL 2002 – 2005

IT Specialist

Managed data architecture for Siebel sales and call center applications ensuring consistent integrity, performance, process development, and backend data integration for Group, Guest, Investor, and Sporting Event sales and customer relations. Leveraged UML, use case, and data modeling techniques to document and design processes and identify business requirements.

Built comprehensive data environment for commercial, off-the-shelf (COTS) Siebel tool, utilizing data maps and logical / physical models; implemented 15+ backend data feeds supporting key business processes.

Spearheaded call center upgrade from Siebel 6.2 to 7.7 and conversion / migration of legacy data.

ADDITIONAL RELATED EXPERIENCE

SIEBEL SYSTEMS, INC., San Mateo, CA

Practice Manager

Principal Consultant / Area Architect

Held progressively responsible roles oriented toward consulting, negotiation, sale, development, integration, and implementation of custom call center / CRM solutions for global, Fortune 500 clients; performed complete array of gap / business analysis, project management, solution design, and client engagement management. Served in strategic consulting capacity, closely evaluating client business requirements to identify best-fit solutions delivering maximum cost and ROI.

Delivered consistent results meeting and exceeding annual sales objective of $6M.

Instrumental in acquisition / development of major accounts with Visa, Verizon, AOL, AT&T, and Capital One; built and delivered 500+ seat call centers and sales force automation solutions.

Key player in development and establishment of the Siebel Certification program.

Managed explosive growth of mid-Atlantic consulting practice, from team of 2 to 41 within a single year.

SYBASE, INC., San Mateo, CA

Principal Consultant

Served in client-focused roles, including Account Manager, Consulting Team Leader, Project Manager, and Application Engineer for major client, Fannie Mae; liaised across internal and client technical, consulting, project, and executive teams to ensure outstanding service delivery. Led consulting team of 5 across all planning, engagement, implementation, and support activities. Designed and implemented a 50M-record data warehouse for mortgage customer data management.

EDUCATION / PROFESSIONAL DEVELOPMENT

Coursework Completed, Management Information Systems (MIS), University of Maryland, University College, College Park, MD

Siebel Certified Business Analyst

Sybase Certified Professional

MS Dynamics Training

Siebel Fundamentals & Administration

Datastage Fundamentals

SQL Server Internals

Advanced SQL Server Administration

Performance & Tuning for Technical Support

Clipper Users Group (1987 to 1989) – Founder & President

Member PMI

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