CRM Consultant/Manager

Ricardo T. McCollin, PMP

Phone : 678-***-****

E-mail: *******.********@*****.***

SUMMARY OF QUALIFICATIONS:

Project Management Customer Relationship Management (CRM)

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Siebel Configuration/Development Salesforce.com

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Process Engineering Data Integration

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Data Modeling Project Estimating & Planning

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SDLC Methodology Enterprise Resource Planning (ERP)

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PROFESSIONAL EXPERIENCE:

Ricardo McCollin is a Customer Relationship Management (CRM) professional with a background in Big

4 Consulting. During his career, Ricardo has made key contributions to more than 20 successful CRM

implementations. He has assumed the following roles: Developer, Business Analyst, Subject Matter Expert

(SME), Technical Lead, Solution Architect and Project Manager in previous projects. He has experience

working in the Telecommunications, Finance, Public Service, and Automotive industries. Ricardo is

looking to expand upon his extensive consulting experience to further his career in project management.

NORTHSTAR TECHNOLOGY CONSULTING, LLC September 2007-Present

Cummins (Senior Business Analyst) – NextGen (Siebel 8.1) Project (Mar 2012 – Mar 2014)

Partnered with the Distribution Business Unit (DBU) at Cummins to support its growth via the

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implementation of the Siebel eAutomotive application

Led requirement gathering and functional demo sessions with Cummins Business Analysts and

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Business Process Leaders (BPLs)

Supported the business user community with refinement and validation of requirements during

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functional workshops and testing events

Provided project management with level of effort estimates for change requests, and scope items

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for upcoming releases

Built relationships with stakeholders and project teams to effectively manage and deliver quality

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products

Supported other application teams (i.e. Middleware & eBiz) with troubleshooting and resolving

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cross functional issues

ThinkPower, LLC (Technical Manager) – Stewart Access (Siebel 8.1) Project (Apr 2011 – Feb 2012)

Successfully delivered Contract Management functionality within the Siebel Financial Services

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and eChannel applications for the Stewart Title Company Global Sales Business Group

Partnered with business leadership and other key stakeholders to identify opportunities and

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prioritize project activities based on predefined criteria (e.g., return on investment, total cost of

ownership, productivity, compliance) using Agile methodologies and other best practices

Developed a project plan specifying business goals, strategy, staffing, scheduling, identification of

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risks, contingency plans, and allocation of available resources.

Managed project assessment to determine what functionality was implemented by the previous

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vendor prior to a project transition

Defined Siebel Methodology/Best Practices for the development and the code migration efforts

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Managed and supported a team of 7 developers with the following: technical expertise, issue

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resolution, and mentoring

NLRB (Solution Architect/Sr. Developer) – NLRB NxGen (Siebel 8.1) Project (Jun 2009 – Apr 2011)

Contributed to several releases focused on expanding enterprise-wide case management

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capabilities with enhanced integration between the employee facing, content management and

customer facing applications

Implemented solutions using the following modules: Web Services, Enterprise Integration

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Management (EIM), Enterprise Application Integration (EAI), Workflow, and Single Sign-On

Designed and built several integration points between Siebel and the client’s customer facing

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applications (i.e. Oracle Web Center Interaction, EMC Documentum, and Oracle BI Publisher)

Created data models to house data as part of a larger effort to implement functionality managing

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the client’s case participants

Led presentations to demonstrate the project’s proposed Siebel functionality to the implementation

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team and the business users

Used Agile methodology as part of an effort to produce the following project deliverables:

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Functional/Technical design documents, code and configuration, and test scripts

Perficient, LLC (Subject Matter Expert) – Siebel 8.0 Upgrade (Aug 2008 – Mar 2009)

Led successful efforts to assess and plan upgrades and new implementations for various clients

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with the Siebel 8.0 application (Public Sector & Life Sciences industry vertical)

Performed a detailed analysis of the client’s current functionality and/or business rules to design

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the best possible Siebel solutions

Collaborated with client teams to identify the following: current functionality/business rules,

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obsolete functionality, and key enhancements which add value to the client solution

Created level of effort estimates related to analysis, design, build, and unit test for the scoped

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functionality in the application

Presented prototype solutions to the project/client team, highlighted complex functional areas; and

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key challenges/risks related to the implementation

Collaborated with the project team to better understand changing business needs in an effort to

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recommend additional functional in the future

Country Insurance & Financial Services (Solution Architect) – Siebel 8.0 Upgrade (Sep 2007 – Aug 2008)

Led a successful effort to assess and plan the upgrade of the 6.2 Call Center (Financial Services

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industry vertical) application to Siebel 8.0

Performed a detailed assessment of the Siebel 6.2 repository to determine level of customization

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implemented

Collaborated with client team to identify the following: all Production functionality implemented,

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obsolete functionality, and key enhancements to be implemented

Created level of effort estimates related to analysis, design, build, and unit test for the

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functionality in the application

Presented results of the assessment to the project team, highlighted complex functional areas; and

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key challenges related to upgrade

Participated in project planning sessions which involved release planning, staff augmentation, and

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implementation timelines

CAPGEMINI, LLP February 2006-September 2007

Sun Life Financial (Technical Project Manager) – Siebel 7.7 Upgrade Project

Led a successful effort to upgrade an existing Siebel 6.2 application to Siebel 7.7 Call Center

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(Financial Services industry vertical)

Implemented functionality built on the following technology: Siebel User Interface (UI), Web

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Services, Workflow, Assignment Manager, Email Response, Enterprise Integration Management

(EIM), Enterprise Application Integration (EAI), and Business Services

Managed teams (on-shore and off-shore) during the release’s Analysis, Detailed Design,

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Development, and Application Test phases

Led Joint Application Development (JAD) sessions with the client to focus on the following:

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requirements gathering, application functionality, limitations related to current solutions, and

information discovered as a result of research done during the Analysis phase

Prototyped and walked through proposed solutions for the client executive team

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Estimated entire upgrade effort (including data migration, configuration, interfaces, and reporting

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requirements)

Royal Caribbean Cruise Ltd. (Technical Project Manager) – Siebel 7.8 Project

Led a team focused on the replacement of the client's current marketing database and all of its

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underlying processes and applications with the Siebel Marketing, Loyalty and Analytics solutions

Managed a team of developers whom configured the Siebel 7.8 Marketing application and

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constructed several interfaces with Siebel Analytics

Implemented functionality built on the following technology: Siebel User Interface (UI),

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Campaign Management, Siebel Enterprise Application Integration (EAI), Workflow, and Business

Services

Presented application walkthroughs, and validated functionality in Application Test and User

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Acceptance Test (UAT) scripts

Reviewed all Siebel development component testing scripts to ensure the final solution met the

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project’s quality standards prior to delivery

Investigated, analyzed, prioritized, and distributed application defects to the defect resolution team

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during all testing phases

ACCENTURE, LLP June 1999-January 2006

Bell Canada (Siebel Technical Lead) – Siebel 7.8 Upgrade Project

Managed an upgrade effort focused on achieving the following: lowering total cost of ownership,

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leveraging new Siebel 7.8 functionality, and simplifying the application

Participated in planning sessions which included: project scope, release planning, staff

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augmentation, and implementation timelines

Led a team of 20 to implement the following technology: Siebel User Interface (UI), Order

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Management, Product and Pricing, Workflow, and Business Services

Created work estimates and managed the Siebel team’s work plan throughout the project

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Partnered with the client to finalize Siebel functional specifications for System Requirement and

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High Level Design documentation

Reported and assisted with mitigating Siebel related and cross team issues encountered during the

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testing phase

Bell Canada (Script/Integration SME) – Siebel 7.8 Upgrade Assessment

Played a key role in Accenture’s successful bid to win a contract for Siebel 7.8 of Bell Canada’s

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existing Siebel instance which included: eCommunications, Analytics, ERM and eSales

Conducted a technical analysis of the current Siebel 7.53 application to determine the extent of

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customization implemented

Cross referenced results from a completed functional analysis with the technical analysis to

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identify the critical issues and functional areas requiring a significant level effort

Led discussions with the client to focus on the following: the results of our analysis, new and

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enhanced functionality in Siebel 7.8, significant development efforts required with an upgrade,

and potential future enhancements

Created bottom-up estimates for the level of effort needed for planning, design, development,

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testing, and release the upgraded application

Contributed to Accenture’s knowledge capital by co-authoring documentation capturing the results

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of the upgrade assessment from the Siebel 7.5.3 application to 7.8

Accenture (Siebel Developer/Technical Lead) - Siebel 6.3 – Siebel 7.53

• Successfully implemented Siebel solutions for the following Telecom clients: ALLTEL,

BellSouth, MCI, and Vodafone VFKK

Implemented and prototyped functionality built on the following technology: Siebel User Interface

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(UI), Workflow, Assignment Manager, Enterprise Application Integration (EAI), and Business

Services

Partnered with Business Analysts to architect solutions aligned with client’s functional

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requirements

Created level of effort estimates and work plans to manage the work effort for each phase of the

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project

Prototyped functionality and presented proposed solutions to client and Accenture management

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team

Fixed problems and reported solutions to existing defects in client’s application during Test

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Support phases

Authored Functional and Technical Design documents to give high/detailed level description of

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application functionality

SKILLS

Operating Systems Windows 3.1/95/ 98/NT/2000/XP, UNIX

Desktop Application Software MS Word, Excel, PowerPoint, Project, Visio

Siebel 6.3 - 8.1, MSSQL, TOAD Professional, Mercury

Software Applications

Test Director

Programming Languages Java Script, SQL, ROQL, PHP, C#

EDUCATION & TRAINING

• Morehouse College, Atlanta, GA - Bachelor of Arts in Business Administration (cum laude)

CERTIFICATIONS

• Certified Project Management Professional (1489030) - Project Management Institute (PMI)

• Salesforce.com Certified Administrator (1972725)

• SAP Certification Application Associate - Order Fulfillment with SAP ERP 6.0 EHP4

(225271959)

• Microsoft Dynamics® AX 2012 Trade and Logistics (9916271)

PROFESSIONAL AFFILIATION

• Project Management Institute (PMI)/PMI Atlanta Chapter

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