Creative Director, CRM Subject Matter Expert, Sr. Business Analyst, Salesforce Consultant. Design transformation strategies and configure cloud technology solutions that drive business value. Build trusting and safe environments with client and project team resources, where challenges can be raised without fear, being judged or retribution, with emphasis on problem solving, win-win scenarios and outcomes.• Completed 100+ Salesforce (SFDC) implementations in the last ten years. Assess dynamic business challenges, design data models, security, user interfaces, business logic, and advanced functionality / automation for force.com applications. Hands-on configuration of end-to-end SFDC solutions.• Employ Agile methodologies with technical project teams, mentor business stakeholders through software development activities, and drive QA environment planning and execution.• Drive vision and strategy sessions with client Sr. Stakeholders to define, scope and plan projects.• Direct cross-functional, geographically dispersed teams through business strategies, functional and technical design, prototyping, configuration, custom development, application integrations, deployment, change management and training.

Drove strategic and functional CRM transformation initiatives, to align two major businesses of the newly merged $6B organization• Led Opportunity Management and Campaign Management work streams, focused on alignment of Surface and Underground mining operations.• Engaged 30+ Executives, Managers, Subject Matter Experts and End-Users, to conduct envisioning and gather Requirements.• Facilitated management Requirements validation workshops and future-state design/functionality (aligned with Miller Heiman Conceptual and Strategic Selling), to drive Account Management (Sales, Marketing and Service), along with more efficient Forecasting and Pipeline reporting.• Salesforce (SFDC) Service Cloud Implementation.

Led and worked collaboratively with C-Level Executives, Functional and Technical Senior Leaders, Managers and Subject Matter Experts on complex challenges geared towards driving operations efficiencies. • Bombardier, Inc. (Montreal, Canada) – Future State Workplace Envisioning and Design• Emirates Airline (Dubai, United Arab Emirates (UAE)) – Collaboration, Multichannel Positioning Strategy• Commonwealth of Pennsylvania, Governor’s Office of Administration (U.S.) - CRM Envisioning• U.S. Department of Justice, Executive Office of Immigration Review – Requirements, BPR, Governance• Danaher Corporation (U.S.) – Enterprise Portal Replacement Strategy• American Express, Card Holder Services (U.S.) – PaaS and SaaS Business Case / Cost Benefit Analysis• The Wharton School, University of Pennsylvania, Office of the Dean (U.S.) – BPR, CRM• U.S. Department of Defense, United States Marine Corps, III MEF (Okinawa, Japan) – Collaboration, KM Strategy• Internal Project – Business Application User Experience, Requirements, Recommendations, Future State Vision

• Lead Business Analyst (BA) and Quality Assurance (QA) Engineer.• BA and Quality Assurance (QA) Lead for team of fifteen Software/Web Developers on a 25,000-user, multi-million dollar Collaboration, Coordination and Communications project - one of the largest SharePoint deployments worldwide.• Drove the design, development and deployment of over 100 full-lifecycle standard and custom web solutions, in the areas of Strategy, Intelligence, Planning, Operations and Logistics.• Gathered, developed and managed customer Functional and Technical Requirements, Use Cases, Test Plans, and conducted Operational, Management / User Acceptance testing through implementation.

• Customer Relationship Management (CRM) Subject Matter Expert.• Developed comprehensive Account Management / CRM assessment, functional and technical recommendations for National Sales, Marketing and Brand Management organizations.

• CRM Subject Matter Expert.• Interfaced with USAF’s Senior Military, Civilian Leadership, and project Stakeholders to determine how to leverage CRM proven practices within the organization. Reviewed current processes and technology, developed an overarching and detailed implementation approach that met, and will exceed, growth requirements and performance initiatives.