JosepH Whyte, PSM

Telephone: 404-782-9367                     Email: joseph.whyte@theozchaimgroup.com

 

CRM (Salesforce.com & Siebel) Architect, Strategist, & Program Manager:

CRM Technical and Functional Architect and Strategist and Program Manager specializing in Salesforce and Siebel CRM, CRM Analytics & OBIEE Technologies.

·   Over 20 years as an IT professional

·   Over 11 years as a Technical Program/Project manager

·   Over 11 years as a Technical & Solution Architect

Primary platforms of expertise include Salesforce.com, Oracle Siebel CRM, and Oracle Business Intelligence.

career profile

Information technology executive with advanced ability in leading large, cross-functional teams through a variety of IT activities, programs and projects, and Enterprise Application Integration implementations. Skilled in the implementation, management, and deployment of large scale CRM enterprise applications system. Specialist in program and project management, project delivery management, project strategy definition, strategy management, and strategy execution.

§    Technology Architecture & Integration	§    Strategic Analysis & Consulting
§    Project Team Leadership §    Agile Methodology §    Traditional Waterfall Methodology §    DSDM – Dynamic System Development §    Feature-Driven Development	§    Requirements Specifications & Analysis §    Scrum Framework §    XP- Extreme Programming §    Kanban §    Crystal Methods
§    Technical Designs & Analysis	§    Project Scope Analysis
§    System Testing & Troubleshooting	§    Executive Relationships
§    Global IT Delivery & Program Management	§    Escalated Problem Solving
§    Recruiting & Resource Management §    Strategy Definition & Management	§    Training & Mentoring §    Strategy Execution Management

Dynamic program and project management career with strong leadership, problem-solving, planning, team-building, and technical skills. Recruit, develop, motivate and retain diverse staff structuring them in teams to deliver effective results.

 

October 2014 – Present                  Hughes Network Services/Deloitte

Program/Project Manager/Architect for SFDC (SalesForce.com) Service Cloud CRM deployment

Responsibilities at Hughes Network Services: Responsible for the program/project management, development and deployment of the SFDC Service Cloud application for Hughes Network Services

·   Responsible for the successful development and deployment of 4 SFDC (Salesforce.com) projects that constituted the overall SFDC program at Hughes Network Services

o   SFDC Architect Responsibilities:

§   Responsible for the overall end-to-end solution for Service Cloud including

·                 All configuration, design, development, and integration of the Service Cloud solution:

o         Declarative Development

o         Programmatic Development

o         Integration (SOAP APIs, REST APIs, Outbound Messaging, Custom Web Services using APEX)

o         Data Migration (BULK API, Data Loader, Data Import Wizard)

·                 Setting up and leading design discussions between the client, development teams, and SMEs for the business to ensure business requirements are interpreted, understood, and reflected correctly in the design documentation

·                 The building and deploying of 33 SOAP and REST API integrations between PeopleSoft CRM, SAP, Billing, and other proprietary applications.

·                 The creating of detailed solution and technical design specification documentation

·                 Working with the development teams to provide essential build and deployment schedule estimates

·                 Ensuring the overall solutions conforms to Salesforce best practices

·                 Ensuring code coverage meets the mandated 95% required by the client prior to code being deployed

·                 Working with the development team to establish the following protocol for Code Reviews:

o         Developer completes unit and regression testing of code

o         Code is reviewed by a peer (peer review)

o         Code is additionally reviewed by the Technical Offshore Lead

o         Code is deployed to integration Test environment for further testing

o   Project management responsibilities

§   Creating a resource pool to share resources across multiple plans

§   Consolidating multiple plans into a single project plan for easy management

§   Base lining plans, tracking project progress, and ensuring project deliverables meet schedules

§   Scheduling and leading project team leads meetings

§   Creating and presenting PowerPoint decks on project issues, program issues, and various program challenges

§   Preparing staffing plans and financial projections

 

o Weekly status reporting to HNS (Hughes Network Services) stakeholders through Steering Committee Meetings

·   Managed a team of 18 Deloitte consultants, managers, and off shore and on shore developers

·   Responsible for creating the program/project plans, staffing plan, and project strategy for each project release

·   Responsible for creating a communication strategy to ensure all stake holders were properly informed of the project’s progress, milestones, risks, risk mitigation steps, and issues

·   Hosted weekly steering committee meetings with stake holders

·   Created, managed, maintained and distributed a daily and weekly status report deck that provided information on the project’s progress, milestones, key challenges, and issues

·   Conducted interviews for new hires to the project

·   Organized and maintained the team’s hierarchy and reporting structure to maximize the program’s efficiency

·   Oversaw the implementation of the following Salesforce technologies in the development and deployment of the Salesforce Case Management solution:

o   Salesforce Automation

§   Workflow Rules

§   Approval Process

§   Process Builder

§   Email Alerts

o   Integration with Legacy and Backend Systems including SAP & PeopleSoft CRM using:

§   SOAP API

§   REST API

§   Outbound Messaging

§   Integration using APEX

o   Security Controls using:

§   Sharing Rules

§   Single Sign On (SSO)

§   Audit Trail

§   Delegated Administration

o   Declarative customizations to support business needs using:

§   Validation Rules

§   Formula Fields

§   Record Types

§   Page Layouts

o   Programmatic customizations using:

§   Visualforce:

·                 Pages

·                 Components

§   APEX:

·                 Classes

·                 Triggers

·                 API

August 2014 – September 2014 Lexmark International, Inc / Deloitte, Lexington, KY

CRM Infrastructure / Database Architecture

CRM: Siebel Communications 8.1.1.10

Responsibilities at Lexmark International, Inc: Worked as the Infrastructure and Database architect with Deloitte Consulting for the assessment of Lexmark’s CRM Siebel application and OBIEE architecture. Delivered completed reports on architecture, system findings, proposed high availability architecture, and recommendations.

o     Assessment of the CRM database Real Application Architecture (RAC) 11gR2 cluster.

o     Assessment of the OBIEE database Real Application Architecture (RAC) 11gR2 cluster.

o     CRM Architecture Assessment:

o  Assessment of the CRM Gateway server cluster (Veritas Cluster Server (VCS) v 5.0MP3RP5)

o  Assessment of the CRM enterprise and OBIEE applications for performance and outage root causes.

o  Creation and submission of High Availability (HA) architecture to provide 24/7 availability to Lexmark CRM and OBIEE user community.

o     Assessment of CRM components distribution:

o  Components distributed across the CRM Enterprise were not in accordance with CRM best practices.

o  CRM performance issues and outages resulted from the incorrect distribution of CRM server components.

o     Prepared and delivered reports detailing findings of assessment with recommendations for next steps.

September 2013 – July 2014  Sydelleora and Company LLC

Project Manager/CRM Solution Architect & Strategist

CRM: Siebel Communications 8.1 – Product & Order Management

·               Order Management

o Opportunities

o Quotes

o Asset Based Orders

·               Products and Product Configuration

o Defining Products

o Product Attributes

o Product Components

o Product Bundles

February 2012 – August 2013Excellus Blue Cross Blue Shield / Rochester NY

CRM Solution & Technical Architect and Strategist

CRM: Siebel Financials 8.1.1.2 and 8.1.1.8 base application platform with CRM Health Care vertical.

 

Excellus BlueCross BlueShield is a nonprofit independent licensee of the BlueCross BlueShield Association and is headquartered in Rochester, NY. The company finances and delivers health care services in upstate New York and long-term care insurance nationwide. Excellus BCBS is part of a $5 billion family tree of companies that finances and delivers health care services across upstate New York and long-term care insurance nationwide. Collectively, the enterprise provides health insurance to more than 1.8 million members and employs more than 6,000 New Yorkers.

 

Achievements at Excellus: Built 8 New CRM Application Platforms – Upgraded from Siebel Fins 8.1.1.2 to 8.1.1.8

Completed the successful build, upgrade, and deployment  of the CRM application platforms from Siebel Financials 8.1.1.2 on UNIX to CRM Financials 8.1.1.8 on Windows Server 2008 for the following environments:

·   System Test

·   Development I

·   Development II

·   Staging

·   Training

·   UAT – User Acceptance Test

·   Integration

·   Production

o     Migrated the CRM base application platform from a UNIX environment to a Windows based platform in accordance with the client’s request.

o     Crafted the strategy, created the project plan, led the team of Oracle Expert Services resources and EHP technical resources to the successful building and testing of the 8 CRM environments.

o     Successfully integrated the CRM 8.1.1.8 Windows environments with Trizetto’s Facets version 4.71, Informatica ETL, IBM MQ Server, Microsoft’s .NET Server & legacy applications

o     Successfully created “mock deployment” strategies and plans as well as the deployment plan for going live.

o     Completed project documentation deliverables including infrastructure architecture diagrams, application architecture diagrams detailing all system interfaces and complete project plan.

o     Assessing the CRM Finance 8.1.1.2 Base Application platform for performance issues

o     Determined that the platform topology did not conform to Oracle CRM recommendation and best practices

o     Recommended a three tier topology for the application architecture with high availability in accordance with Oracle CRM best practices

o     Recommended and coordinated the following Oracle CRM reviews for the poor performing CRM application:

·   CRM Sizing Review

·   CRM DB performance tuning review

·   CRM Configuration Review

·   CRM Scripting Review

·   CRM EAI Review

·   OBIEE Sizing and Performance Reviews

o     Worked with Excellus BCBS Architecture team to provide solutions for the CRM platform

o     Worked with Excellus BCBS Senior Management in implementing ITIL IT Service Management principles as a part of the CRM Governance and supporting structure 

o     Worked with Excellus BCBS Architecture team in evaluating software solution vendors application offerings that would integrate with the CRM base application

o     Being the Oracle CRM SME for Excellus BCBS

o     SME to the Excellus BCBS Production Support Team

o     Led the Excellus BCBS Architecture and Business stakeholders in conducting a review and evaluation of a third party custom application that would integrate with the CRM base application. Created the following evaluation segments for the assessment with a final report detailing findings in each area:

·                               UI Assessment

·                               Business Process Assessment

·                               Data Assessment

·                               Integration Assessment

·                               Hosting Assessment

·                               Security Assessment

·                               Middle Tier Assessment

·                               System Performance Assessment

·                               CRM Impact assessment

 

July 2008 – December 2011Covance, Inc. / Gaithersburg MD

Covance is one of the world’s largest and most comprehensive drug development services companies with more than 10,000 employees in 60 countries. Through its nonclinical, clinical and commercialization services, Covance has helped pharmaceutical and biotech companies develop one-third of all prescription medicines in the market today.

 

Responsibilities at Covance: Overall responsibility for the CRM application platform which includes the following:

o     CRM Solution & Technical Architect (Salesforce & Siebel)

o     CRM Change Management

o     Technical Project Management for CRM conversions & projects

o     Technical oversight of Deloitte vendor partners

o     Overall CRM Technical Strategist

 

Salesforce Sales Cloud

·   Technical Architect responsible for:

o   Migrating Covance’s Sales teams from Oracle Siebel CRM platform to Salesforce Sales Cloud platform

o   Leading and coordinating

§   Design Sessions (UI, Business Logic, Data Model)

§   Data Migration

§   Integration with Backend Systems (SOAP API, REST API, Outbound Messaging)

o   Responsible for overall successful build and deployment of Salesforce Sales Cloud 

 

Siebel Healthcare/Siebel eServices CRM Financials / Siebel Life Sciences/ Salesforce Sales Cloud

 

CRM Archiving Strategy

·   Created and implemented Data Archiving Strategy Solution for CRM HealthCare/CRM eServices and legacy data systems.

o   Designed archiving strategy for archiving CRM data for rapidly growing CRM production database.

o   Led a technical and functional team in the gathering and finalizing of functional and technical requirements for archiving data from the CRM platform.

o   Led technical teams in the setting up of the archiving environment servers: SQL Server 2005 x64 bit & Windows Server 2008 x64 bit platforms.

o   Project Managed and had Project Oversight for the successful implementation of Covance’s CMA CRM archiving strategy.

 

CRM Analytics/OBI Technical Architect

·   Designed strategy for eliminating the nightly batch loads for CRM Analytics and CRM online Analytics reports.

o   Convened high level technical and managerial conferences regarding the strategy for implementing 24x7 access to CRM Analytics reports for online and internal Covance clients.

o   Operated as liaison between Informatica, Oracle, and Covance to address implementing full version of Informatica PowerCenter 8 with CRM Analytics and CRM Data Warehouse.

o   Created overall technical and business strategies including project plan and budget for the upgrade and implementation of 24x7 access to CRM Analytics reports and online CRM Analytics reports.

o   Designed and presented strategy for upgrading CRM Analytics 7.7 to CRM Analytics 7.9 and Oracle’s OBI platform 10.1.

o   CRM Analytics Technical Architect designing solutions for testing Analytics dashboards, keeping the Analytics Test and Production OLAP database in synch, and preventing testing in a live Production environment.

 

CRM HealthCare/CRM Financials eServices

 

·   Created and executed the successful strategy definition for the upgrade of the CRM database servers from SQL Server 2000 to SQL Server 2005 and from Windows Server 2003 to Windows Server 2008 without negative business impact or application downtime for a CRM Call Center of ~600 users.

·   Successfully led an IT team of architects, DBA, network, and storage professionals in implementing the CRM Database servers upgrade from SQL Server 2000 to SQL Server 2005 and from Windows Server 2003 to Windows Server 2008 on time and within budget without negative business impact.

·   Successfully created and executed the strategy definition for the upgrade of the CRM application servers from CRM version 7.7.2.5 to version 7.7.2.12

·   Successfully led both onshore and offshore teams in the deployment of the new CRM application for the upgrade of the CRM application servers from CRM version 7.7.2.5 to version 7.7.2.12 without incurring business downtime.

·   Created conversion strategy that was used for the retiring of legacy systems and the conversion of legacy data to the CRM HealthCare/CRM eServices platform.

·   Partnered with Covance’s Satellite offices in devising a Disaster Recovery solution for CRM.

o   Created and presented to key stakeholders a Disaster Recovery Strategy for Covance’s CRM system.

o   Worked with business and technical stakeholders in creating a budget and project plan for implementing Covance’s disaster recovery and business continuity plan.

·   Technical project manager/Architect for the implementation of 3 deployments of CRM eServices for Covance’s clients (Amgen, Merck, BMS).

·   Led Deloitte Consulting offshore team in Hyderabad India as technical project manager for Covance in the deployment of CRM eServices and the conversion of Covance's legacy systems to the CRM platform.

·   Designed and presented to key stakeholders a CRM upgrade strategy for Covance’s CRM platform that would ensure business continuity and no down time for mission critical applications.

·   Worked in partnership with Covance’s BPS (Business Process & Solutions) group in providing IT solutions for multiple business needs.

·   Designed, developed, and implemented Covance’s IT environment management strategy that included the creation of a centralized web site with dashboards that display current IT environment usage, future capacity, BPS project opportunities, and current BPS initiatives.

·   Created capacity plan to determine the impact CRM EIM conversion and eServices deployment would have on existing architecture.

·   Worked with Oracle's CRM Expert Services on CRM sizing review.

·   Updated system and application architecture drawings to reflect changes to the CRM Enterprise architecture and to make recommendation for changes to the hardware and software configuration as a result of additional users, expected increase in data volume, expected increase in rate of data growth, and expected transactions against the CRM AOM servers and the CRM web servers.

·   Conducted Network requirements analysis to determine network usage and need for additional bandwidth to accommodate new deployment of CRM eServices application and additional network traffic expected.

·   Technical Project Manager/Solution & Technical Architect for conversion of legacy systems to the CRM platform.

o   Provided technical leadership to technical resources to meet project deadlines and ensure project objective were met.

o   Planned, scheduled and coordinated activities related to system design, development and testing initiatives.

o   Consulted and mentored technical resources concerning methods, procedures, and standards to be used during design, development, and unit testing phases of system development projects.

o   Provided system and technical development expertise to the technical resource team.

o   Provided direction to the data conversion team.

o   Led effort in providing & implementing a data conversion strategy.

o   Led an onshore and offshore team of 22 technical developers, EIM strategists, interface developers and designers, CRM application architects, CRM eServices developers, and CRM configurators in the successful delivery of 3 eServices deployments and the conversion of 4 legacy systems and databases to the CRM platform.

 

February 2008 – April 2008                         Accenture/Dell - Austin Texas

Siebel version 8

Solution Architect 

·   Designed end to end solution architectural diagram for CRM-BEA Aqualogic & BEA Weblogic-BRM billing system.

·   Worked actively with CRM technical architects and CRM functional management in determining interfaces that integrate with BEA Aqualogic/Weblogic middleware.

·   Worked actively with BRM technical and functional management in determining interfaces between BRM billing system and BEA Aqualogic/Weblogic.

·   Created PowerPoint presentation of technical changes needed across the CRM-Aqualogic/Weblogic-BRM enterprise based on Dell’s business requirements.

·   Reviewed Technical Architecture diagrams of legacy systems and interfaces needed to integrate with the CRM-Aqualogic/Weblogic-BRM enterprise.

 

November 2007 - February 2008                  Vangent - Atlanta Georgia.

Siebel Call Center v. 7.7.2.6   - CRM Software Project Manager

·   Project Management Role - Overall project management responsibilities including initiating, planning, executing, monitoring and controlling scope for the CRM 7.7 upgrade to CRM 8.0.

·   Scope Planning - Created Project Scope Management Plan to determine the length of the project, the project scope and resources required for timely completion of each project.

·   Scope definition - Created Project Scope Statement to determine business & system requirements.

·   Work Breakdown Structure - Creating Work Breakdown Structure to determine estimates and effort required for timely project completion.

·   Scope Control - Instituting disciplined scope change control measures to prevent scope growth and keep project on time and within budget.

·   Creating and presenting of PowerPoint presentation to project sponsors and Senior Software Project Managers on overall project process and progress.

·   Reported directly to project sponsor and attended weekly project status meetings.

·   Led CRM Development team through the Planning & Analysis, Design, Development, and Deployment phases of the Upgrade effort from CRM Call Center 7.7 to CRM Call Center v. 8.      

Ø      Led the project team in refining and documenting functional and technical requirements that support the business goals.

Ø      Led the project team in completing the technical assessment for the CRM upgrade from 7.7 to 8.0.

Ø      Defined project approach and scope.

Ø      Interfaced with project sponsor to provide updates on project status and the meeting of projected goals.

Ø      Created process flow diagrams to chart the course of the overall project and the final delivery.

 

May 2007 – October 2007            Senjopal Software Solutions, Inc.

·   Technical recruiting/screening and placing of qualified Technical resources on various projects.                             

 

July 2006 – April 2007                   Accenture /Affinity Mobile - Houston TX.

Siebel 7.8 eCommunication Implementation - CRM Technical  Architect

·   Technical Lead for Accenture on the implementation of CRM eCommunication Software for Affinity Mobile.

·   Lead Management Role - Led and managed a team of developers in the writing of system requirements, the creation of functional design documents, and technical design documents for the implementation.

·   Client facing role - Created and did deliveries of PowerPoint presentations to client management that outlined functional and technical solutions that met business requirements.

·   Resource Management Role - Recruited, interviewed, and managed a team of highly skilled CRM developers 7 contractors on the project.

·   Hands-on Development Role - Hands-on configuration of the CRM Application including the writing of eScripts, the creating of business services, and the designing of CRM Workflows.

·   Hands-on development of eCommunications module that allowed the “family plan” functionality for cell phone users. Module allowed addition to family plan, disconnection of members from the family plan, the monitoring of pre-paid funds for the family plan.

 

March 2005 – April 2006                                            Accenture/BellSouth Atlanta Ga.

 

Siebel 7.8 eCommunication Implementation - CRM Development Project Manager/Technical Architect

·   Development Management Role

Ø      Planning & Analysis - Managed a team of 17 developers through the Planning & Analysis phase of the project including the documenting of the functional and technical requirements that supported the business requirements.

Ø      Resource Management - Interviewed, recruited, determined skills requirement, and managed a team of highly skilled CRM developers numbering 17 contractors on the project.

Ø      Design - Led the creation of a hard copy prototype and various design documents that outlines application screen flows and design layout.

Ø      Development - Led the project team in the configuration of the application, extensions, and external interfaces required to support the new implementation.

Ø      Offshore Management - Led and managed an offshore team of developers in Hyderabad India as a part of the overall technical solution.

Ø      Testing - Involved in the validation of the configured solution prior to deployment through the project team’s full-function tests, including user acceptance test of the application using production data.

Ø      Delivery - Responsible for the development and delivery of the entire Order Management module.

·   Product Administration & Order Management  Role

Ø      Created simple products, products with components, product bundles, and customizable products.

Ø      Defined product structure, created & managed product attributes product definition.

Ø      Created & managed and product classes.

Ø      Defined product features and product entitlements.

Ø      Created product catalogs & product categories.

Ø      Defined Eligibility & Compatibility rules for products.

Ø      Responsible for the development and delivery of the Order Management module

Ø      Created & assigned pricelists for simple products & products with components.

Ø      Worked with Quotes, Orders, and Asset Based Orders.

·   Client Facing Role

Ø      Interfaced with client on a continual basis regarding project status and meeting overall project goals.

Ø      Conducted presentations to client and attended various client meetings in determining additional scope, processes for handling change requests and for resolving requirements conflicts.

·   Hands-on Technical Development Role

Ø      Involved in the hands-on development and coaching of developers in the configuration of the solution as per the technical specification previously determined.

Ø      Hands on development of various modules, writing eScripts, business services and doing configuration on various CRM objects.

October 2003 – February 2005        Senjopal Software Solutions    New York   NY

President/CEO Senjopal Software Solutions

·   Led the development of Senjopal Software in the obtaining of various City, State, and Federal certifications, and in charting the company’s course as a viable software consulting enterprise.

·   Established Senjopal Software as a viable small business that successfully received Federal SBA 8(a) certification status, Schedule 70 GSA contract, Port Authority of NY/NJ certification, and NYC MBE certification.

·   Led the company in various software development engagements including the complete upgrade of CRM 7.5 to CRM 7.8 for Accenture in Murray Hill NJ.

November 2002 – 09/2003                            Cablevision        Jericho LI

CRM eBusiness Consultant – Lead Configurator/developer

Configured Siebel eCommunications application versions 7.5.3 SIA [16157] ENU

 

Technical Lead Developer

·   Lead developer in implementation of CRM eCommunications v. 7.5.3 integrated with Arbor BP billing system using Vitria to facilitate the integration process. 

·   Created Virtual business components to support application integration with Arbor Billing system

·   General Configuration – Created and modified applets, business components, screens, views etc. Created links, multivalue links, joins, indirect multi value links, fields, extension columns, eSript browser and server scripting.

·   Business objects: Products, Accounts, Orders, Quotes, Activities etc.

·   Created Integration Objects to support CRM EAI with Arbor BP

·   Generated DTD files for integration

·   Created scripts for calling CRM Workflows to support business requirements.

·   Created Business Service used to populate virtual business components with data from Kenan Systems' Arbor®/BP solution.

·   Worked extensively with integration team to accomplish integration of requirements.

·   Worked extensively in CRM Order Management - Products, Assets, and Order Entry.

·   Created/Modified workflows processes.

·   Created Workflow policies to meet business requirement for triggering workflow processes.

 

September 2000 – March 2002                     Cablevision        Jericho LI

·   Worked with Accenture in implementing CRM eBusiness solution for Cablevision.

·   Worked in CRM 99.6, CRM 2000 and CRM 7.0.3

·   Configured CRM eCommunications application extensively, created views, business components, joins, links, multi value fields and multi value groups to meet business specifications.

·   Configured CRM’s .COM Application:

·               Created & Edited Web Applets and Views

·               Created and edited Web Templates

·   Created and implemented Smart Scripts

·   Wrote extensive SVB to create functionality based on Business Requirements

·   Worked with CTI

·   Converted SVB to eScript

·   Worked extensively with eScript

·   Worked with CRM eCommunications

·   Configured Products using CRM eConfigurator

·               Created Product Catalogs

·               Designed Product Models

·               Defined rules for products

·               Created Workflow processses

·   Coordinated eCommunications upgrade from 99.6 to 2000 from NT platform to UNIX

·   Created CRM Reports using Actuate e.Reporting Suite 4

·             Created .rod files using CRM Tools

·             Designed reports using Actuate

·             Generated .rox files for report viewing

Siebel 7.0.3 Experience

·   Created Virtual Business Components for accessing external data

·   Created CRM Business Services

·   Created/Modified CRM web applets

·   Used the CRM XML Gateway to support VBC

·   General configuration and scripting

August 2000 – September 2000              AIG Insurance    Delaware

CRM Consultant – Configuration/Development___________________

·   Installed CRM Server and Gateway Server

·   Setup and extracted mobile clients

·   Configured application

·   Worked with CRM eInsurance

March 2000 – August 2000                      Bell Atlantic       Frazier, PA

CRM consultant - part of CRM implementation team_______

Worked with Price Waterhouse Coopers in implementing CRM Sales Enterprise for Bell Atlantic (now Verizon Communications).                           

·   CRM application administration / CRM tools developer

       Responsibilities included:

·   Migrating repositories between four database instances: Development, Production, Training, and Testing

·   Creating and distributing CRM anywhere upgrade kits

·   Creating table column extensions

·   Providing technical and functional support for users and trainers

·   CRM remote – creating and extracting mobile clients

·   CRM servers – monitoring server tasks, troubleshooting and resolving issues with server tasks (transaction merger, processor, router, synchronization manager)

·   EIM – importing products, LOV types and accounts into CRM

·   CRM VB and CRM tools

·   Oracle enterprise manager for creating passwords for users

·   Worked with CRM Sales

 

 

February 1999-March 2000               META Group Inc., Stamford, CT

CRM tools 98-application developer/visual basic developer

·   Designed and developed several applications using VB 6 as the front end and oracle 7.0.2 as the backend database.

·   Created and modified applets in CRM tools to meet specific business requirements, created links, multivalue links, multivalue fields, MVG applets, dynamic and static picklists, drilldown, toggle.

·   Worked extensively with CRM tables in an oracle environment.

·   Proficient in CRM anywhere - created and distributed CRM repository file upgrade kits, CRM client customer revisions upgrade kits, and CRM upgrade components used in distributing upgrade kits to over 400 mobile users.  Troubleshooting and resolving various issues relating to upgrades with mobile users relating to component names in configuration files, version numbers in upgrade kits, and file paths resolution that prevents upgrade from being applied.

·   Created, compiled, tested, and distributed SRF files to meet business requirements.  Troubleshooting synchronization issues with mobile clients, setting up mobile clients and extracting and initializing local databases for mobile clients.

·   Comprehensive understanding of CRM applets, business components, business objects, tables.  Spooling SQL statements from CRM application to troubleshoot performance issues relating to the application performance.

·   Worked with CRM Call Center

·   Created Reports in CRM using Actuate Reporting Tool

 

 

1995- 1998Avon products inc.,Rye, New York

Programmer Analyst/Visual Basic developer using VB 5___________

·   Designed, developed and distributed software solutions to meet various business requirements.  Migrated data from a mainframe environment to a client server environment by developing window GUI.

·   Involved in every stage of software development, testing, and distribution

 

 

Project Management Methodologies:

Ø      Traditional Waterfall

Ø      Agile:

§ SCRUM

§ XP – Extreme Programming

§ DSDM – Dynamic System Development Method

§ Kanban

§ Feature-Driven Development

§ Crystal Methods

§ ASD – Adaptive Software Development

 

Villanova University           Villanova, PA.

Certificate Program in Project Management

Ø      Fundamentals in Project Management

§ Understanding Project Management Practices

§ Issues in Project Quality Management

§ Issues in Project Risk Management

§ Project Communication

 

Ø      ITIL V3 Certified

Ø      Professional Scrum Master (PSM) Certified – PSM 1 Certification

 

 

Ø      SIEBEL ORACLE CRM

o     Architecture

o     Configuration

o     Administration

o     Development

 

Ø      SALESFORCE CRM

o     Developer – Building Applications with Force.com 1 & 2

o     Administration – Administration Essentials for New & Advanced Admins

o     Implementation

o     App Builder

o     Architecture – Technical Architect Force.com Integration

§     Integrating with Force.com

o     Knowledge – Implementing Salesforce Knowledge

Ø      KINGSTON COLLEGEKINGSTON, JAMAICA

Ø      PACE UNIVERSITYPACE PLAZA, NEW YORK, NY