Derek Cowan Email and Phone Number

Manager and capability owner for worldwide contact center solutions

Coaching and leading the best team on the planet!

Analyst focused on creating internal & external customer-oriented solutions leveraging Salesforce.com. Engaged with multiple key product division and Sales stakeholders, managed user stories, and performed administration/configuration, testing, training, and production support. Earned divisional recognition award.Highlights include: - Successfully completed Lean Six Sigma Green Belt project that included new CRM-based pre-sales capabilities and streamlined a key pre-sales support process for the worldwide sales team. ROI of >$100k and >750 hours saved thru reduced manual tasks.

Multiple roles revolving around SAP CRM. Most recently Subject Matter Expert for critical master data solution that supplies Intel products and pricing to our collaborative Opportunity Management and Pre-Sales Issue Management tools. Trusted adviser to Intel's corporate product catalog team and worldwide sales force, consulting on best methods for organizing product data and improving sales pipeline planning and reporting data quality.Highlights include: - Improved reporting product data quality by 150% after analyzing data gaps across all opportunities from 2013, identifying two primary root causes and implementing a solution for one. - Agile ScrumMaster trained. Influenced technical product data solution design and directed an implementation team for multiple project releases including two large data conversion efforts to consolidate transaction data from legacy systems into a single SAP CRM-based solution. Awarded divisional recognition. - Successfully led SAP CRM Upgrade and Support Package team focused on testing and release stabilization phases during multiple releases, awarded divisional recognition. Managed proof of concept project to determine feasibility of bringing SAP CRM to mobile devices. - Coordinated operating system and web browser upgrade testing for multiple Sales applications including SAP CRM, coordinating with more then 35 test resources. - Led annual resource & budgeting effort for teams within the Information Technology group.

Oversaw production support for the IT Sales and SAP CRM Service.Highlights included: - Drove team to steadily improve incident tickets resolved within SLA from 78% to >90% over three quarters. - Led end of life efforts on four applications for a savings of $132k in future annual sustaining costs. - Owned all support tasks associated with Intel's first ever SAP end of life project. Awarded divisional recognition. - Managed major incidents for all sales applications and trained others to improve containment and communications to management across our on-call rotation. - Coordinated annual efforts across many teams to drill application disaster recovery and business continuity plans

People Manager for a team of L2 application support resources focused on both SAP and non-SAP Sales applications.Highlights included: - Successfully recruited new resources in a short period of time and built up their skills on SAP CRM, SAP NetWeaver, and other non-SAP Sales applications - Received highly favorable management scoring from team members in both 2007 & 2008. - Managed major incidents for all sales applications and trained others to improve containment and communications to management across our on-call rotation. - Supported the local community and Intel's future hiring pipeline by hosting two local high school interns within our team during the summer of 2007.

and advised on HTML and web browser compatibility issues. Assisted intel.com web authors with page editing, migration, and publishing via content management solution. Maintained Microsoft Excel VBA application.Began web app development (ASP, JavaScript, VBScript) using Microsoft Visual Interdev IDE. Engaged with a business analyst and system analyst regarding requirements. Led application performance, characterization, and stress testing activities for multiple releases on a very high profile B2B E-Commerce solution for taking customer orders directly via the web. Provided L3 application support for our code and partnered with other SAP application teams to solve related web ordering issues.Application Developer providing L3 applications support for SQL and web-based applications primarily focused on managing customer membership data and Intel's marketing programs. Also responsible for managing major incidents for all Sales applications.

Hey cool, I landed a job at a software company!Part-time position managing registration of all trial and purchased versions of accounting software modules, support service, and tax update subscriptions.