Keith Alexander Cupples

8712 Bradmoor Drive, Bethesda, MD 20817 l Mobile: 202-802-0836 l kcupples@hotmail.com

EXECUTIVE SUMMARY

I am a solution architect, project manager, and IT strategist with 18 years of experience designing and

implementing transformative solutions that address the most challenging business problems. I have deep

expertise in systems implementation, strategy development and execution, customer relationship

management, and project management and seek an opportunity to apply these skills to drive the success

of Salesforce customers.

EXPERIENCE AND QUALIFICATIONS

L Deloitte Consulting LLP – Specialist Leader: 2007 – Present

beads government entities and private sector organizations through complex transformations that achieve

usiness objectives through the implementation of technology solutions. Responsibilities include:

o Architecting and implementing IT solutions with a focus on CRM technologies

o Developing and executing IT and CRM strategies and roadmaps

o

o

o Driving business development opportunities through the development of technical solutions, RFP

and RFI responses

Managing a portfolio projects and ensuring successful delivery of simultaneous efforts

Providing management and mentorship of Deloitte staff

Relevant client engagements:

  v U.S. Department of Housing and Urban Development: Created solutions that allowed the Federal

Housing Administration to enhance their ability to detect fraudulent and other high risk applications

for federally insured mortgages through the implementation of CRM technologies integrated with

third party appraisal risk and mortgage fraud detection tools. Responsibilities included:

o Defining and documenting the program’s strategic plan, objectives, business case, business

architecture, implementation strategy, and initiatives in conjunction with HUD executives

o Designing a highly available solution architecture sized to handle the full volume of FHA

mortgage applications (up to 40% of mortgage originations nationwide)

o Managing teams of functional analysts and software developers to define and implement

solution

o Managing relationships with key stakeholder organizations across the organization Execution of

projects needed to achieve the business capabilities defined in the target state

o Managing relationships with third party service providers to coordinate development activities

and address risks & dependencies

  v Intelligence Community Member: Achitected the enterprise implementation of applications that

c provide case management, contact center, and knowledge management capabilities to the intelligence

ommunity. Responsibilities included:

o Creation of a IT strategy and implementation roadmap for CRM solutions to achieve business

objectives

o Evaluation of CRM packages including Microsoft Dynamics CRM, Oracle Siebel Public Sector,

and open source technologies

o Architecting a highly available technical solution with load-balancing and redundancies at every

tier to achieve performance and availability requirements

o Management of several projects, including the implementation of an integrated IT portfolio

s management, business intelligence, and custom budgeting and performance management

olutions

  v Hitachi Data Systems (HDS): Led efforts to identify inefficiencies in HDS Customer Service and

P Partner Sales organizations and develop an enterprise CRM strategy integrating Sales, Service, and

artner Management functionality into a single platform. Responsibilities included:

o Managing interactions with HDS leadership in the Americas, EMEA, and APAC regions to

understand current processes and challenges

o Identifying opportunities for process efficiencies and cost reductions

o Defining an integrated Customer Service, Sales, and Partner Relationship Management solution

architecture addressing HDS business needs

o Developing supporting business cases

o Socializing and achieving approval of strategy with key HDS executives

  v College Summit: Led implementation of a volunteer management solution leveraging an existing

Salesforce application and augmented with new volunteer-facing portal constructed using Salesforce

Communities. Responsibilities included:

o Management of project plan, schedule, budget, risks, and communication

o Documenting and analyzing existing volunteer management across the organization’s nine

regions nationwide

o Defining future state volunteer management processes enabled by Salesforce

o Managing team of developers implementing new volunteer management processes in Salesforce

o Overseeing testing and rollout of new solution and the definition of follow-on releases

A Accenture - Manager: 2000 – 2007

o CRM Strategy development

o

o Application and database administration

IT Project Management

Software development

Relevant client engagements:

  v US Department of Education: Architected the Direct Loan Servicing System which transformed a

i 700-seat contact center through the implementation of Siebel Call Center and IVR solution, resulting

n improving agent productivity, customer satisfaction and reduction in servicing costs through

implementation of self-service capabilities. Responsibilities included:

project manager, systems architect and solution developer responsible for implementing CRM solutions

for a number clients. Responsibilities included:

o Architecting and implementing Oracle and other CRM solutions

o

o Designing and implementing the solution architecture

o Designing and implementing system interfaces allowing borrowers to see loan balances and

initiate financial transactions through a web self-service application

eeded to address customer needs

o Architecting the integration between the existing telephony system and the new solution

o Designing and implementing interfaces between new CRM solution and the existing mainframe

n application enabling agents to initiate transactions and view financial data in real-time as

o Leading team of developers responsible for converting and verifying over 10 million records of

loan data from the legacy Oracle RDB database, to the new solution

  v Bank of America: Responsible for defining and executing an implement a strategy to upgrade

m existing CRM solutions that manage high value trusts to incorporate requirements resulting from the

erger between the Bank of America and a smaller regional bank. Responsibilities included:

o Defining a release strategy and approach to include the functionality required of affected

organizations

o Development and execution of the project plan, risk management plan, communication plan, and

project work breakdown structure

o Leading teams of remote developers and testers located in Boston, MA and Charlotte, NC to

develop and test solutions

  v US Department of Justice: Responsible for designing and implementing the Consolidated Debt

F Collection System (CDCS), a solution aimed at improving the process by which debts owed to the

o Deploying solution components on redundant IBM p595 services leveraging IBM virtualization

to maximize system performance and availability.

o Defining and implementing a solution architecture that included Oracle HTTP Server, Oracle

c Application Servers running Oracle Portal Server, Oracle Forms, Discoverer, and other

omponents, and Oracle RAC databases.

o Managing teams database and application server administrators

o Developing and maintaining program configuration management processes

o Selecting and implementing a configuration management toolset (IBM's Rational ClearCase,

ClearQuest)

  v General Dynamics: Responsible for implementation of an application that enables General Dynamics

l to provide field service to Department of Defense computer hardware and software in the remote

ocations around the world. Responsibilities included:

o Architecting a solution providing service request management, a knowledge base for agent

support, and an IT asset tracking

S AT&T – Software Developer: 1996 – 1999

o Developing and testing highly available infrastructure using Oracle Data Guard and Veritas

Volume Replicator

oftware developer of protocol processing applications. Responsibilities included:

ederal Government through criminal and civil judgments are managed. Responsibilities included:

o

o Developing Sun and Windows Server based solutions as PBX replacements, supporting the

dynamic routing of voice calls

oint to Point protocol (PPP) and Serial Line Internet Protocol (SLIP)

o

Managing a telephony test lab

SKILLS

Management and

Technology

Applications /

Platforms

  v Project and Program Management

  v Systems Architecture

  v Systems Implementation

  v Agile SCRUM

  v Oracle Fusion Middleware

Databases and

Operating Systems

L Programming

anguages

  v Oracle Siebel CRM

  v Salesforce CRM

  v Rational Focal Point

  v Microsoft Project

  v Oracle WebLogic

  v C, C++

  v Java

EDUCATION/CERTIFICATIONS

  v B.S., Computer Information Systems, American University , Washington , DC, 1998

  v Siebel 7 Certified Consultant (2001)

CLEARANCE

  v TS/SCI w/ Poly, 2008

o Oracle SOA Suite

o Oracle Enterprise Service Bus

o Oracle Web Content

o Oracle Business Intelligence

  v IT Strategy Development and

Execution

  v Software Development

  v Waterfall SDLC

  v IBM Business Process

Management

  v IBM Cognos Business

Intelligence

  v IBM DB2

  v SQL Server

  v Windows

o Business Process Designer

o Integration Designer

o IBM Enterprise Service Bus

  v IBM FileNet

  v IBM WebSphere

  v Oracle Database 8i – 11gR2

  v Oracle Real Application Clusters

  v Linux

P Leading the development of protocol processing applications including an implementation of the