Manager Salesforce

DIANNE WILLEMS

Austin, TX ***** • 510-***-****

adhl3t@r.postjobfree.com

LinkedIn URL

IT PROJECT MANAGER

Experienced IT project/program manager with proven expertise using emerging technologies to meet critical business needs. Proficient at understanding business requirements and leading IT teams to design technical solutions by customizing Salesforce.com CRM.

■ Salesforce Deployment Manager. Led worldwide deployment of Careforce, a highly customized instance of Salesforce used by HP, Inc. Ensured partner site readiness through diligent use of checklist and sign off process. Kept management team informed of issues and risks and managed progress to resolution. Scheduled around-the-clock support coverage during critical phases. Provided updates daily on implementation items and ensured correct prioritization of all team efforts.

■ Project Managed deployment and implementation of Salesforce.com CRM for company whose yearly sales revenue exceeded $800 million. Transitioned from Project Manager role to owner of all things Salesforce.com as system usage grew in five-year period from just over 300 Sales, Customer First and Credit users to 2700 users companywide. Maintained all customizations and enhancements of SFDC instance of 117,000 accounts with over 40,000 active customers and over 280 Sales Representatives. Solution vastly improved sales team’s ability to manage customer relations by ensuring easy access to timely and accurate customer data.

■ Designed and configured solution to automatically update Salesforce.com users from company directory. Complexity of business requirements was preventing partner from moving forward with use of Salesforce Service Cloud. Suggested utilizing SFDC Custom Object to map attributes in LDAP to SFDC User Roles and Profiles. Proposal ensured appropriate visibility of incidents based on reporting structure. Idea was described by manager as “elegant” and quickly adopted as the best approach. KEY SUCCESS DRIVERS

Passionate about driving change Salesforce.com Expert Quality Focused Team Player Creative Solution Provider Extensive IT Experience Idea Generator Effective Team Leader Interface Expert EXPERIENCE

HP, Inc. Austin, TX September 2014 – February 2020 CDAX IT Operations Manager, December 2018 – February 2020 PM Responsible for IT Operations of multiple applications including CDAX, which is HP’s Mission Critical customer support system. Continually met with offshore team on support related items. Obtained and enforced clear ownership and follow through from Wipro support vendor.

Managed multiple major incidents that resulted from MS Dynamics performance issues. Led completion of root cause analysis and deployment of fixes to prevent recurrences.

Managed to SLA metrics and business priorities. Hosted regular meetings with regional business leads to ensure prompt and complete response to support tickets.

Led move to production of maintenance releases and ensured deployment of quality solution with focus on business priorities.

Led efforts to resolve system cyber security issues in response to detection of critical security breaches.

Dianne Willems adhl3t@r.postjobfree.com Page Two

TSA Exit Program Manager, January 2016 – November 2018 Served as TSA exit program manager (TSA = Transitional Service Agreement). Coordinated efforts of multiple teams to ensure independence from Hewlett Packard Enterprise and significantly reduce costs. IT Program Manager for Company Split, October 2014 – December 2015 Led Separation efforts for IT Customer Care Support & Solutions.

Coordinated separation efforts of four distinct teams. Provided daily status reports to management

Communicated plans for firewall changes, which ensured appropriate level of business validation. HEWLETT-PACKARD COMPANY, Palo Alto, California May 2013 – September 2014 Salesforce Deployment Manager, May 2013 – September 2014 Deployment PM for Careforce, HP’s customized version of Salesforce

Worked hand in hand with business team to deploy solution at each site worldwide

Completed deployment ahead of original plan by utilizing Big Bang approach.

Ensured understanding and valid response to performance reports provided by QA team.

Scheduled 24-hour support during critical phases of deployment. WORLDPAC, Newark, CA 2006 – 2013

Importer and distributor of original equipment (OE) and quality aftermarket replacement automotive parts for independent service professionals. Provides “The right part at the right time.” Salesforce.Com (SFDC) Expert, 2008 – 2013

Owner of all things related to Salesforce.com. Provided global support to end-users and acted as the primary point of contact for support of SFDC. Performed all SFDC administrative tasks including setting up page layouts, creating and maintaining profiles and users, building views, reports and dashboards. Collaborated extensively with cross functional teams to improve overall operations processes.

Designed multiple custom objects to meet the business requirements of Sales and Credit teams.

Maintained and project managed all customizations and enhancements to Salesforce.com.

Ensured continuous data integrity using Informatica Cloud to copy data from ERP system to SFDC

Designed interface between Company Directory and Salesforce using custom object to meet the business requirements of role hierarchy and access to incidents based on reporting structure.

Used visual force pages and apex code to allow credit representatives to view over five years of credit notes with the click of a button.

IT Project Manager, 2006-2008

Successfully managed and deployed cloud computing solutions for a variety of functional departments. ADDITIONAL RELEVANT EXPERIENCE

HEWLETT PACKARD, PALO ALTO, CA, IT Project Manager & System Programmer EDUCATION, CERTIFICATIONS, and AWARD

Bachelor of Arts in Computer Science - University of California, Berkeley, CA Scrum Master Certified (SMC) – July 2020

Salesforce Certified Administrator (SCA) – September 2020 IT Excellence Award - 2015

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