David Maslen Email & Phone Number

Canada

Carlsbad, California, United States

San Diego, California

Carlsbad, California

Carlsbad, California

Greater San Diego Area

Greater San Diego Area

Project team leader for implementation of Microsoft Dynamics CRM (2011, 2013, 2015) for organizations spanning many sectors including professional sports, telecommunications, sales & manufacturing, not-for-profit, and many more. Specialize in integration with other platforms including Microsoft Dynamics GP, NAV, and AX as well as SalesForce, SAP ECC6, Drupal.

Barrie, On

• Interfacing with customers to gather system requirements and develop statements of work, project plans and schedules.• Managing projects from inception through to production release and post-implementation support following Agile and SureStep methodologies. • Installing and configuring Dynamics CRM 2013/2011 on customer environments, including server configuration, CRM application installation (server, router, exchange integration), and Active Directory setup.• Customizing Dynamics CRM 2013/2011 to meet customer requirements. • Developing custom Javascript/JQuery to enhance CRM to meet customer requests.• Developing plug-ins and custom workflow activities (C#) to enhance CRM where out-of-the-box functionality was not sufficient.• Migrated customer data from legacy systems to CRM using Scribe Insight, SSIS and Excel. • Facilitated customer CRM training for both IT administrators and end users.• Providing post-implementation CRM support to customers.

• Installing, configuring and maintaining 3 Microsoft Dynamics CRM 2011 environments (development, test and production) in accordance with SDLC. Implemented Microsoft Dynamics CRM 2011 to replace Siebel. • Customizing CRM 2011 including entities/forms/views, site map, application ribbons, custom workflows, custom web resources (Jscript) and custom plugins (C#).• Designing integration between CRM 2011 and Clear Vantage CRM and writing Data Transformation Service (DTS) scripts to synchronize data in real-time.• Migrating data from Siebel to CRM 2011 using Scribe Insight and Excel. • Testing and deploying CRM rollups (up to UR13) and facilitating monthly solution releases to fix bugs and release new features to production. • Testing, validating and deploying 3rd party solutions (Click Dimensions, VEM, custom workflow activities, etc).• Managing corporate Microsoft TFS site to version control all source code and files. • Generating SSRS data model to facilitate corporate reporting. Moving all reports from manual Excel reports to automated SSRS reports. • Gathering and documenting user requirements for all departments.• Overseeing development of complicated application form in Adobe LiveCycle.

Ottawa, Canada Area

• Performing data analysis to target appropriate service offerings to customers in order to improve customer relationships, and reduce internal support costs.• Introducing revenue generating pro-active services to global customer base in conjunction with engineering and customer account teams.• Facilitated over 100 comprehensive voice and data network audits for global accounts in Q408, resulting in the renewal of key revenue generating service contracts. • Developing web application to manage resource scheduling, service offering administration, internal workflow and document management, and operational reporting (Sharepoint and Oracle). • Working with R&D teams to drive improvements in product quality through TL 9000 measurements.• Performing data mining and analysis, and generating reports for various teams to manage internal processes (Excel, Oracle, SQL, Cognos PP, BOXI).

Ottawa, Canada Area

• Producing standardized scorecards for Tier 1 technical support teams in North America and India (Oracle, SQL, Cognos PP, BOXI).• Performing ad hoc data analysis to identify areas for improvement for Tier 1 support teams.• Developing formalized Process Management Control System (PMCS).• Implementing process changes to increase case turnaround times, improve customer satisfaction and confidence, decrease incoming and active workload, and maximize resource utilization.• Developing collaboration sites to share data and documents across all Tier 1 support teams (Sharepoint, Livelink).• Coordinating cross-team improvement initiatives with Tier 2 support and R&D.• Providing first-level escalation support for North American customers.

• Conducting detailed data analysis and presenting findings to Executives to drive departmental process improvements.• Generating TL 9000 customer and product specific reports using Oracle, SQL, Cognos PP, BOXI, and Excel.• Producing department specific workforce performance reports for all technical support tiers. • Representing Nortel at the Quest Forum to develop industry standardized quality control metrics (TL 9000).• Designing the measurement system and metrics to ensure compliance with TL 9000.• Identifying areas for data integrity improvements in corporate CRM (Clarify – Clear Support).• Developing tools to automate reporting (Oracle, SQL, Cognos PP, BOXI, and Excel).• Facilitating internal training courses in Excel and other reporting applications to groups as large as 100 people.• Facilitating internal educational seminars around TL 9000 quality standards and measurement systems.• Supporting 8 Lean Six Sigma projects as a green belt analyst and metrics prime.

• Designing, developing and implementing a custom CRM solution (FileMaker Pro).• Implementing technology solutions including network infrastructure, database management system, Internet services and telephony systems.• Technology training and support for all staff, and office policy and procedure development.• Negotiating policies and contracts with business partners and foreign agencies.• Organizing international travel for clients.

Bachelor Of Commerce, Carleton University

High School Diploma