Christopher Mead Email & Phone Number

Redmond, Wa, Us

Redmond, Washington, Us

IT ownership of the internal learning ecosystem for Microsoft. Collaborate with organizational learning leaders and internal partners to develop / implement the technology roadmap needed to meet corporate objectives.

Redmond, Washington, Us

IT Program Owner for Learning Management Systems at Microsoft. Ecosystem consists of SaaS backbone with a number of proprietary systems (e.g. targeting, content storage) woven together with a custom service layer. Ecosystem supports 250k internal & external learners. Recent Journey: Starting in FY16, HRIT and our Talent/Learning team embarked on a transformational journey to consolidate 5 independent learning programs (HR, SMSGR, Services, CELA, Finance) into a single program called One LMS. The goals was simple, to create a single program scalable to support MS internal learning needs, representing Microsoft dedication to the Learning and Growth.To support this vision we recognized the need for a world class technical infrastructure and a compelling front end to catch and keep the attention of the MS community. IT’s approach was to leverage a best-in-class LMS SaaS provider paired with MS technologies like Azure, SharePoint and PowerBI. A custom micro-services layer wires everything together ensuring data availability in/outside the ecosystem. These micro-services enable the SharePoint front end to be an effective discovery layer for fulfilling training needs. The execution of this project meant the swapping out of Sum Total LMS for Success Factors LMS, extensive data and content migration, process re-engineering and micro-service simplification. As a result of these activities we were able to sunset 3 applications (Sum Total, RMS, SAT). We leverage Infosys as our SaaS implementation partners.

Redmond, Washington, Us

IT Program Manager for HR Shared Service Technologies. Program Owner of solutions supporting the HR Service Delivery model. - HR Global Employee Service Support: Dynamics CRM- HRWeb Company Portal: Sharepoint- HR Knowledge Base: Sharepoint- HR Communications: PoliteMail - HR Surveying: Qualtrics

Redmond, Washington, Us

Planning: Manage HR Operations technology planning for the Shared Services tools portfolio. This includes roadmap development, fiscal planning and budget management. Managed strategic partnerships with HR, Engineering and Service Engineering leadership.Delivery: Manage the design, development, deployment and sustainment of Shared Services tools. Lead responsibility for design and delivery of quarterly releases with oversight of a 14 member project core team. • HR Customer Service Management: Built on the Dynamics CRM Service module. Global HR ticketing system processing 25k inquiries/month, used by 400 reps in 40+ countries. • Knowledge Management: Built on SharePoint 2013. Goal was to consolidate and standardize global HR policy into a central resource. • Telephony / Chat: In Progress. Project lead to create telephony as a new intake support channel for HR customer service (Lync based, IVR/ACD Controls, Agent desktop experience using Dynamics’ USD). • ESS/MSS Integration: Automation of common HR transactions as either self-service or limited assistance (via routing to CRM). E.g., Letter Verification, Voluntary Termination, etc.• Other Initiatives: Centralized Document Management, HR Portal Integration with CRM Design / Implementation High Points:• Case Routing/ Assignment: Developed configurable routing solution to support a variety of case types routed to 160 queues and a shift/shill based Agent assignment module.• Communication Engine: Developed configurable auto-communication engine for case open/close scenarios based on Customer, Case, Queue and Geo variables • SLA Engine: Developed Service Level Agreement engine to configure and monitor Agent activities by service queue.

Redmond, Washington, Us

Managed a team of resources responsible for the development and execution of deployment plans for the Global Marketing Operations group. Utilizing a hub and spoke model, this team was the central coordinator of tool and service deployment to WW subsidiaries and regional Marketing Service Centers. Managed close partnerships with MSIT, Field Deployment Leads, Training, Service Process Champs and corporate sponsors.• Marketing Tool Responsibilities: Planning: Marketing Budget Planning, Execution Planning Execution: WW Lead Management, Regsys, WW Events, Virtual Events, Exact Target, GMED, CCM Reporting / Data: RIO, Global Data Card, Customer Insights.

Redmond, Washington, Us

Over the course of four years, worked closely with group manager to lead / support tool selection, customization, deployment and administration of Microsoft Dynamics to a user base of 2100 in 22 markets. Primary responsibility for marketing, pre-sales and sales related functions. Managed relationships with senior leadership and field stakeholders to generate and execute three year strategy for the global standardization of sales process and tools. Major Accomplishments:• Deployment of Next Gen CRM tools for Microsoft Advertising:Managed activities around the replacement of legacy hosted CRM toolset with Microsoft Dynamics 3.0. Established global stakeholder network for requirement capture and deployment support. Manage vendor and internal partner resources through SDLC stages to deliver initial launch and quarterly enhancement releases. Collaborated with internal partners for process definition, development, training and operations. Maintained line management responsibility for Support, Data and BI operations.• Developed CRM data hygiene program:Developed global program to promote adoption of CRM platform, improve data quality and engage Sales Management through the distribution of scorecard metrics. Program was an enormous success, improving scores by 300% over 12 months and is now an integral part of sales operations.• Developed Channel CRM model:Worked with Legal, Privacy and global stakeholders to develop a model to allow Channel partners restricted access to global CRM tools for the purpose of centralizing sales pipeline data. • aQuantive Acquisition: Tools Integration:Microsoft initiated a migration of two instance of SFDC to Microsoft sales tools in 2009. Significant process re-engineering, customization and data quality efforts were required. Result: Savings of $600k/year in license fees and the successful integration of acquired sales forces.• C&O Harmony Award Recipient – Q2 FY10

Amsterdam, Nl

Siemens Medical: Functional lead on international quoting leveraging Siebel solutions. Worked with US and German teams to gather requirements, design process maps, generate functional specification document, conduct JAD sessions, oversee development, write test scenarios and conduct international testing sessions using Mercury Interactive.Microsoft: Project Manager: Managed team of 15 from MSN, BearingPoint and Two Degrees through the development life cycle of MS Dynamics (V3.0) for the U.S. pilot release. Responsible for all non-technical work including business requirements gathering, functional specification support, change management, user acceptance testing, training material generation and deployment support.

Us

Manager, Technology Business Solutions GroupMember of Smart’s technology team allocated to CRM projects requiring business analyst and project management skill sets.Client: Siemens Medical Systems, Malvern PA (May 2003 to September 2004)Siemens Medical U.S. Service group is a $500m division. The Customer Solutions Group initiative was an aggressive effort to build a single CRM solution for three distinct sales and marketing divisions. Areas of project ownership include:• U.S. Asset Management – Integration of Siemens Medical customer install base and service contract data to Siebel 7.5. Customization of asset architecture with special consideration for Mobile Client database sizing.• Service Sales Opportunity and Contract Management – Development of automated Opportunity generation solution to generate service leads from expiring warranties and contracts. Migration of lead and opportunity data from legacy system to Siebel 7.5. Lead business process re-engineering, training, and post implementation support activities. • International Quoting Module – Responsible for functional analysis of global quoting solution to be distributed to 60 countries.

Cambridge, Ma, Us

Siebel Team Lead Directed a dedicated team of 7 CRM analysts and developers. Responsibilities included daily maintenance and support of Akamai’s enterprise CRM application, and development of technology solutions to support a global user base of 1200. • Project Manager – Directed project teams in the analysis, development, testing and implementation of new and custom CRM technologies. Team size ranged from 2 to 10 based on project complexity. Accomplishments included:o Asset Management - Implementation of Siebel’s Field Service Logistics module to track and maintain Akamai’s global network of 14K servers. o Network Partner Management – Modification of Siebel’s Sales and Service modules in the development of Akamai’s Network Partner database, supporting the growth and management of these accounts. o Management Reporting Initiative – Managed the creation of an executive presentation layer for Akamai’s sales data warehouse.• Release Manager – Managed Siebel team through aggressive ten-week development cycles. Cycles embody typical development stages including analysis, cost justification, planning, development, testing, release and post release activities. Responsible for change management procedures and global communications.• Support Manager – Responsible for the 24x7 operability of Siebel systems (V6.2.1). Maintained remote locations in Munich and Santa Clara, CA using Siebel replication services. Supported customer use of Siebel’s Workflow Manager, Email Manager, Remote User, Assignment Manager and Eservice applications. Managed the development of Siebel interfaces. Oversaw vendor relationships for product releases, patches and licensing.• Business Analyst / Strategist – Supported business community by developing technology and process solutions. Conducted analysis and prioritization of business requests for Sales, Customer Service, Networks and Operations.• Siebel Developer – regularly assisted in project analysis and development efforts.

Bs, Psychology

Ms, Organizational Psychology

Mb, Human Resouces Management