Eric W. Cagle

Director IT Project Manager

Contact

*** **** **

Murfreesboro, TN 37128

C 615-***-****

adyec3@r.postjobfree.com

linkedin.com/in/ericcagle

Are you looking for an experienced Project Manager with:

12 years of experience in the Salesforce CRM ecosystem.

9 years working in the Information Technology domain.

5 years of managing large teams for $MM+ projects for implementing SaaS (Salesforce, AWS, Snowflake) and integrating with legacy insurance, financial, and IT adjacent systems.

3 years managing 100+ quality assurance teams (onshore, offshore, & FTE) for multi-year, high-visibility projects.

22 years in the Financial Services & Insurance industry.

Excellent oral and written communication skills with. experience being a mainstage presenter and training facilitator (company top ranked CSAT & delivery).

The ability to motivate and manage teams of call center reps, IT support desks, developers (DevOps), QAs, and BAs.

Then I am the right candidate for you!

One of my super-powers is the ability to be flexible and shift focus on projects and assignments based on current priority.

I understand the importance of proactive communication to stakeholders and deliver on-time messaging with appropriate content for the audience. I learn new concepts and technologies quickly. I am optimistic, thoughtful and take initiative to make decisions.

I would greatly appreciate the opportunity to discuss your position and the details of my experience. You can reach me M-F from 9AM – 7PM CT at 615-***-****. I look forward to hearing from you!

Sincerely,

Eric W. Cagle

adyec3@r.postjobfree.com

Technology Skills:

Salesforce CRM

Flow/Workflow/PB

API Integration

CSS/HTML/XML

C++/Python/Java

JIRA

Confluence

PPM/MS Project

ALM/UFT/QTP

VMWare/AWS

Excel/G Sheets

Word/G Docs

PowerPoint/G Slides

Power BI/Qlikview

Snowflake

Oracle/MySQL

SQL/SOQL/SOSL

Toad/DemandTools

Visio/Miro

SharePoint

ServiceNow

Genesys/Avaya/3r

Nice/CMS

Five9/Converge1

AWD

ERIC W. CAGLE

841 DOVE LANE, MURFREESBORO, TN 37128

615-***-**** adyec3@r.postjobfree.com

SKILLS

Project & Program Management

People Management

Testing & Quality Management

Strategic Planning

Organizational Change Management

Budget and Forecasting

Effective, On-time Communication

Agile, SCRUM, & Waterfall

ALM/PPM/Jira/Confluence

Word, Excel, PowerPoint, SharePoint

Power BI, Qlik

Snowflake, SQL, DemandTools

Java/C++/HTML/XML/CSS

Training & Education

PM & Salesforce Certified

PROFESSIONAL EXPERIENCE

January 2023 - Current: Roycon

Senior Project Manager – Salesforce

Work with teams of Solution Architects, developers, and consultants to create solutions in Salesforce and connected third party apps.

Lead daily meetings for internal resource SCRUMs and client touchpoints.

Provide project reporting to clients for budget, accomplishments, timelines, SOW/change order estimates and remaining work.

Manage 4 active engagements small to mid-sized companies who have existing orgs or net-new development.

Handle escalations, meeting cadence, resource expectations, security oversight and ensure company practices and templates are used.

Create and maintain project documentation in Lucid Charts, Quip, SmartSheets, and Google Drive.

Maintain work packages and resource assignments using Jira and MS Excel

Team leader, solution designer, and support manager.

June 2022 - November 2022: CRM Science, Inc.

Senior Project Manager – Salesforce

Work directly with a team of developers, architects, & BAs to create solutions that demonstrate an understanding of business needs, expectations, and requirements, while boosting efficiencies and automating where possible.

Hold planning & Scrum meetings to ensure alignment of priorities and resources.

Facilitate discovery meetings and status calls with clients and stakeholders.

Provide reporting to clients for budget, accomplishments, timelines, SOW estimates and remaining project work.

Managed 4-6 active engagements for PDO, greenfield, and existing SF orgs with large companies and non-profit organizations.

Point of escalation for issues and resolution.

Create and maintain project documentation in Confluence & MS Word.

Maintain work packages and resource assignments using Jira and MS Excel.

Promotes project momentum while accommodating shifting priorities.

March 2018 - May 2022: American International Group, Inc. (AIG)

Director – Distribution Technology Support & Project Management

Managed 4 Salesforce orgs: 3 Sales & Service Cloud and 1 Marketing Cloud.

Lead integration projects for Snowflake, AWS, CTI, Power BI, SAP, & mainframe.

Forecasted and approved budget for Distribution Technology projects.

Directed TPAs (Accenture, TCS) resources, developers, architects, & BAs.

Supported call center technology: NICE, Avaya, CMS, Genesys, CTI.

Lead the telephony migration project (Avaya to Genesis), and provided tech support and ongoing call center reporting.

Created reporting for evals, surveys, CSAT, & KPIs in Power BI and Qlikview.

Collaborate with cross-channel project members (developers, BAs, QAs, and business stakeholders) to identify the approach, deliverables, communication strategies, processes, to deliver the project within established constraints.

Provide direct support for eleven sales teams (500+ FTEs) across varied business channels with measured to KPIs.

Estimated costs and timelines for tasks such as project strategy, functional design, visual design, technology requirements, etc.

Focused on reducing cost and risk while promoting automation and ease of use.

January 2015 - March 2018: AIG

Quality Analyst Manager – Information Technology

Testing manager leading several multi-year $MM+ projects such as:

oThe “Charger” project, which included 700,000 policies with integrations of 1060 files and extracts across 51 independent systems.

oThe five-year transformational project “One Life,” which two vendor teams to convert legacy systems, contributing to a benefit realization of over $25 Million of run-rate savings.

Leveraged ALM, UFT, LoadRunner, JIRA, Confluence, Word and Excel for testing, automation, and documentation.

Provided testing support and cross-functional reporting to various functional groups.

Managed resources and maintained relationships with executives and management of distinct channels of quality testing teams both intercompany and vendor resources.

Oversee all AIG Life changes for completeness by working with various stakeholders (IT and business) to drive the release strategy, determining the readiness of each release, and overseeing packaging and deployment.

Developed a QA reporting system in ALM that provided clear, easy to follow test tracking with challenging, but reasonable KPIs for effectiveness monitoring.

Work with other managers and employees for the development of new testing solutions, including automation and testing suite upgrades.

May 2013 – January 2015: AIG

Project Manager – Information Technology

Managed a $24M+ project to integrate, deploy, train, and support a B2B Salesforce.com CRM for a highly customized leads management process.

Planned, developed, and communicated solutions that define application scope, risks, budget, and project milestones to meet project objectives.

Ensured business application systems are developed using SDLC standards and established methodologies and practices.

Used Project Management tools (HP PPM, MS Project, MS Office) to create and track deliverables for leadership and project stakeholders.

Directed, estimated, and managed project resource budget using methods with clear visibility and accountability.

Incorporated new standards and deliverables as assigned by IT Security, Legal, Audit, Compliance, and federal oversight committees.

Authorized design specs, code reviews, test plans, test results, business requirements, functional & technical specifications, and implementation runbooks.

Created business cases, project charters, communication plans, training plans, SOWs, vendor reviews, and closure reports in conjunction with project stakeholders, SMEs, developers, and other project managers.

February 2006 – May 2013: AIG

Senior Instructional Design Analyst – Marketing, Education & Development

Designed and facilitated product and procedure training for field agents and managers using print, digital, and online interactive mediums for over 500 meetings with consumers, producers, brokers, management, and corporate leadership across the U.S.

Worked directly with various departments within the company and external vendors to create and plan, design, and deliver company training because of new or changing technology products and procedures.

Created marketing strategies, consumer materials and training implementations to provide deliverables across multiple distribution channels using both in-house tools and managed vendor collaborations using corporate & external LMS.

EDUCAT IO N & CERTIFICATIONS

Middle Tennessee State University - Environmental Sciences - Murfreesboro, TN

Salesforce Admin Certification

Salesforce Platform App Builder Certification

CAPM - Project Management Institute (1726687)

Contact this candidate