Michael Thomas Email & Phone Number

Petaluma, Ca

• Administered Salesforce.com and ServiceMax systems for $6.5M services organization. Trained managers, administrators and end-users.• Created 24-month roadmap of 25 integrated business applications, with a record of 100% on time delivery.• Provided mentorship to young Force.com developers, instructing in good DevOps practices for application development.• Trained first and second level Support Teams to manage intranet sites and custom business applications resulting in 48-hour resolution for 90% of user all issues

• Designed and built proprietary workflow management tool for publishers and creative agencies that uncovered hidden costs and optimized expenses during the publishing process, projecting cost savings of at least 30% for organizations.• Responsible for designing framework to allow the organization to transition from Waterfall to Agile in 8 weeks, trained the project management team on SCRUM.• Developed and presented a project plan to upgrade the organization’s Title Management system that incorporated KPIs to measure real-time production data with a projected 30% savings without additional resources.

Greater New York City Area

• Designed entitlement and billing systems to integrate mobile application with the organization’s combined NetSuite/Oracle CRM system, allowing 60,000 subscribers to use the app with their print subscription.• Created 18-month roadmap of 12 apps, science-based games and interactive features to reach untapped audiences with a 15% increase projected in new subscribers.• Established key performance indicators (KPI’s) to track incremental revenue and identified $30K of previously unreported revenue.

Greater New York City Area

• Developed customer-facing technical marketing documentation for SiteCore in their North American, UK and Australian markets describing the Agile-based development process and security practices. Advised lead developers on DevOps practices, including Change Management and release planning

• Designed new Saleforce.com objects, forms and reports to track performance of Customer Service team, increasing call center capacity by 20% without additional headcount.• Identified and implemented new KPIs in Salesforce.com reports, reducing on-hold call times by 50% and identifying leads for Sales and Marketing teams for the first time. Trained managers to create and run reports.* Developed series of professional development sessions to train customer support and sales staff on data integration product offerings. Reduced training cost by over 60% and shortened on-boarding time of new employees by 40%.

* Designed products to simplify custom bulk data imports, content staging and facilitate integrations with Salesforce.com. Reduced time required to update customer data by 80%.* Established FERPA compliant data management practices for the import and use of student and institutional data from our customers.

• Piloted Salesforce.com and Sugar CRM to support major fundraising initiatives, demonstrating donor retention of over 80%.• Trained IT staff to support servers for corporate intranet, create and enhance sites with application catalog, and provide user support that reduced consulting costs by over 60%.

• Designed enhanced scheduling and calendaring tools in CRM products and successfully piloted them with two large pharmaceutical brands, resulting in 100% compliance with “Sunshine” Laws.• Created new strategy for CRM product line into Legal and Government markets, projecting an increase of 40% in Sales based on investment of additional 10% of current budget

• Redesigned taxonomy-driven Expert Network/CRM, led development and launch in 6 weeks that led to first paying customers. • Led selection of all technologies used to develop software to cut development costs by over 50%.

• Implemented Salesforce.com for Global Sales organization resulting in 120% sales growth.• Designed global sales extranet, based on RedDot’s own product suite and integrated with Salesforce.com, supporting mobile devices. Reduced lead to opportunity time by 80%.• Designed and launched the organization’s first formal requirements definition process, shrinking development timelines by over 50%. Trained Product Managers on requirements gathering, release planning and testing procedures.