H. DONALD EDWARDS

Providence, RI ***** 727-***-**** adz4sd@r.postjobfree.com

PROFESSIONAL SUMMARY

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I am focused on utilizing the Salesforce platform to organize the connections between information, people, and business operations. SKILLS

• Salesforce CRM (5x certified)

• Data Migration

• Agile Methodologies

• Six Sigma & Lean Training

• Business Process Analysis

• Communication

• Executive Presentation

• Team Leadership

• Training and Development

• Cultural Awareness

WORK HISTORY

11/2022 to 05/2023 - Functional Consulting Associate Director NTT Data Consulting Providence, RI

• Led teams, supervising daily performance as well as training and improvement plans.

• Acted as a bridge between teams, departments & stakeholders, to ensure the right processes, and actions are put forward, and the inputs are aligned with the desired outputs.

• Career Coach for employees’ Salesforce Technical Journeys

• Excellent executive-level communication skills, both written and verbal

• Provided professional, clear, unambiguous, & complete written & verbal communication to ensure that the intended audience received information appropriately

• Experienced in all phases of systems development life cycle within Salesforce implementations

• Used industry expertise, customer service skills, and analytical nature to resolve concerns and promote loyalty.

• Prioritized tasks and allocated resources appropriately to keep teams focused and productive.

• Analyzed business requirements and translated them into functional specifications for the Salesforce platform. 08/2022 to 05/2023 – Functional Consultant Sr. Advisor NTT Data Consulting Providence, RI

• Hired to implement Salesforce Knowledge, develop and implement User training & maintain procedure documentation

• Worked with client's Salesforce Service Cloud troubleshooting user and client issues, providing user training and support, and implementing new features or updates.

• Provided Tier II Support

• Acquire and maintain current knowledge of relevant product features in order to provide accurate solutions to customers.

• Diagnose, resolve, and respond to all customer issues and inquiries in accordance with company procedures and best practices.

• Document all external and internal communications and status information into our JIRA case management system.

• Provide immediate response to all issues and continue to follow-up with client contact until cases are ultimately resolved.

• Maintained Salesforce Enterprise Territory Management

• Received escalated urgent requests or those that require a more in-depth knowledge and understanding from Tier I support.

• Provide on-call support for urgent and complex customer inquiries.

• Write support articles to improve our knowledge base.

• Assist with training and coaching of Tier I & Tier II Engineers as needed.

• Work on projects and special initiatives as approved by the Customer Success Manager. H. DONALD EDWARDS

Providence, RI 02903 727-***-**** adz4sd@r.postjobfree.com WORK HISTORY

3/2021 to 10/2022 - Emerging Talent, Campus-to-Career Senior Specialist Advisor NTT Data Consulting Providence, RI

• Emerging Talent, Campus-to-Career is a paid internship opportunity designed to provide students with the opportunity to gain real world experience with digital transformation technologies, e.g., Salesforce o A multidimensional, hands-on, experience that supports development through an array of programming, training and events.

• Facilitated classes of recent University graduates to acquire their Salesforce Administrator, Advanced Administrator, Platform App Builder and Platform Developer I credentials

• Responsible for the career training and progression of Emerging Talent resources in the Salesforce practice. This incorporates the coordination, design, delivery of curriculum, and measuring of training activities to ensure that course standards are met. The delivery of diverse types of training, primarily technical Salesforce training, to employees who are new to the company, position, or skill, so that they attain multiple Salesforce certifications.

• This position required the use of various technology-based processes to help businesses and organizations utilize Salesforce more effectively and better serve their customers, end-users, and bottom line. To create and maintain innovative Salesforce solutions, this position relied on strong problem-solving, time-management and analytical skills.

• Maintenance of the NTT Data-Salesforce practice training inventory, developing of course outlines, manuals, training aids and documentation for the Salesforce platform. Worked with various department heads to document completed training and assessment of employee readiness for the Salesforce consulting practice.

• Facilitator of bi-monthly Lunch and Learn sessions.

• Created a mentorship program consisting of regular bi-weekly meetings to gauge career progress, provide counsel for project issues and enable further Salesforce educational development 12/2020 to 03/2021 – Functional Consultant Sr. Advisor NTT Data Consulting Winnipeg, MB

• Planned & implemented effective actions & solutions that met the end goals desired by the business stakeholders. 11/2016 to 11/2020 - Enterprise Resource Planning Senior Advisor NTT Data Consulting Providence, RI

• CRM Specialist for Rhode Island’s largest healthcare Insurance provider

• Worked with Product Owners, to understand their needs and requirements, identified areas for improvement, and developed solutions that met the business objectives.

• Used Agile development methodology to assist in the management of sprints and product backlog o Scrum.org Certified Professional Scrum Master I

• Primary point of contact for Salesforce CRM system, responsible for documenting user setup process, profiles/permissions management and, security maintenance

• Maintained Salesforce Enterprise Territory Management

• Led and mentored the project teams in managing technical scope and client expectations, leveraging relationships with external resources, and appropriately engaging them when needed. Created and contributed reusable artifacts, components, and processes for the company’s Salesforce.com Center of Excellence.

• Played a key role in ensuring that the Salesforce platform was aligned with the organization’s overall business strategy.

• Tested and measured the implemented solutions to track down the progress, and build training materials, holding the feedback & elicitation questions for the record.

• Trained new users on CRM functionality and led change management efforts during system updates or process improvements

• Supported continuous process and performance improvement for system issues, robustness, and compliance.

• End-to-end data upkeep & management to ensure organization, safety, and ease of access

• Identified risks that threatened success and recommended workarounds

• Promoted business adoption of system capabilities and features (via trainings & webinars)

• Support end-users with Salesforce documentation & training H. DONALD EDWARDS

Providence, RI 02903 727-***-**** adz4sd@r.postjobfree.com WORK HISTORY

Apr 2016 to Jul 2016 - Project Manager / CRM Specialist Private Contract Edmonton, AB Project Manager responsible for overseeing the implementation from proposal to delivery. Facilitated requirements development sessions to gain an understanding of the customer’s current state processes and technology. From session outputs, designed a future state solution & decomposed into user stories. When appropriate, produced more detailed supporting materials such as business cases, business process diagrams, & other context diagrams. Elicited current state pain points, and uncovered gaps in CRM best practices.

• Developed a thorough understanding of the client’s requirements then applied industry best practices and detailed knowledge of salesforce.com to design an optimal solution to support the business process and meet, or exceed, functional requirements.

• Built a trusting relationship with major project stakeholders and led them to adoption of the best solution.

• Led quality management reviews and ensured that all business and design requirements were met.

• Efficiently synthesized both technical and business information and presented implementation needs and options confidently. Presented complex information to C-level audience.

• Worked with stakeholders to ensure Salesforce configuration support the requirements. Lead discovery workshops, including facilitation of solution presentations & prototype demonstrations

• Managed & completed system configuration, including set up & managed users, roles, views, etc.

• Designed, implemented and maintained Salesforce Enterprise Territory Management

• Created & customized reports & dashboards.

• Documented & implemented configuration changes & data mapping requirements

• Conducted Business process reviews

• Responsible for identification & inventory of customer process pain points & gaps in best practices. Jan 2016 to Mar 2016 - Solution Engineer Basati Orlando, FL (Company disbanded)

• Worked with AppExchange vendors to design, develop, test, deploy, and maintain new system customizations. Dec 2014 to May 2015 - CRM Specialist ERP Guru Montreal, QC (Eliminated Salesforce role)

• Created and led training program for employees to become Salesforce Administrators Oct 2013 to Oct 2014 - Technology Consultant Deloitte Consulting Services San Francisco, CA

• Senior Consultant for CPQ implementation designed for multi-national corporation with $3.2B in annual revenue

• Developed detailed plans based on broad guidance and direction.

• Responsible for the automation of the product configuration, pricing, and streamlining of the quote creation processes.

• Created a seamless integration with Salesforce CRM, with complex product bundles and product rules to provide Guided Selling, enhanced accuracy with error-free pricing, and increased efficiency & productivity

• Increased revenues by automatically generating custom quotes that reflect accurate quantities, pricing adjustments, and discount authorizations even when selling complex product configurations. Feb 2005 to Sep 2013 - Global CRM Specialist Honeywell Analytics Calgary, AB / Lincolnshire, IL

• Completed multiple end-to-end Salesforce implementations, including requirements gathering and training of sales, marketing, and support teams.

• Project Manager for CRM Implementation including the primary contact for implementation, preparing data to be imported, determining system design and structure, and coordinating with Sales & Operations teams on implementation steps.

• Assisted senior leadership in managing all aspects of operations.

• Collaborated with cross-functional teams to gather requirements, design solutions, and implement processes that maximize the use of the CRM

• Primary point of contact for CRM system, responsible for user setup, profiles/permissions, security, customization, workflows, and approvals

• Designed, implemented and maintained Salesforce Enterprise Territory Management for all seven divisions H. DONALD EDWARDS

Providence, RI 02903 727-***-**** adz4sd@r.postjobfree.com WORK HISTORY

2013 - Senior CRM Data Migration Specialist (contract/remote) AccuFund Littleton, CO Responsible for migration of customer data from legacy systems into Salesforce using third party applications Data Loader and Demand Tools

• Salesforce.com configuration and implementation for non-profit and educational organizations

• Provided Demand Tools, Data Loader and MS Excel training to clients CERTIFICATIONS

Salesforce Certified Data Architect

Salesforce Certified Sharing and Visibility Designer Salesforce Certified Platform App Builder

Apttus Certified Configure-Price-Quote (CPQ)

Salesforce Certified Advanced Administrator

Salesforce Certified Administrator

Scrum.org Professional Scrum Master I

Six Sigma Green Belt

Lean Training

EDUCATION

University of Manitoba Winnipeg, MB

Bachelor of Arts: Psychology, Criminology

Mount Royal University Calgary, AB

Adult Educator Seminar Series Certificate of Completion LINKS

LinkedIn

Trailblazer.me

About.Me

ADDITIONAL INFORMATION

Dreamforce Speaker - 2008

Blackberry Speaker - 2009

Contact this candidate