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.
• 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.

• 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.*.

* 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.