CRMpeople.com

Presents

Resume 802.

PROFILE

A creative and enthusiastic person with a diverse range of business and technical experience specializing in Business Analysis and Design, and Business Process Re-engineering and Technical Implementation. Outgoing with strong and effective organisational and communication skills, a good team player able to use own initiative to achieve company objectives. Dedicated to maintaining high quality standards. Ideally suited to a leading focal role, has experience in Call Centre, Helpdesk, Service, Sales and Marketing, Logistics, Manufacturing, and Quality achieving BS and ISO accreditation, and has successfully re-engineered and migrated internal corporate systems including Quality and Safety, IT, Engineering Support, Internal Maintenance, Human Resources and Financial/Commercial Support. Achieving many successful implementations in business areas such as Telco’s, Finance/Banking, Knowledge Providers, IT Manufacturers, and Retail. His skills include SSADM, OO, UML, JAD, RUP, RAD, PRINCE2. Technical skills include SQLServer, Transact-SQL, PL/SQL (complete list on page 3).

CAREER HISTORY

Oct 02 to Dec 02 Unichem Ltd (Contract) Chessington

Business Analyst

Recruited on a short term contract to investigate the failure in tracking and escalating customer account information in the Finance Division.

• Responsibilities:

Analysis and Development B2B Contact Finance Database. Instigation of escalation management and reporting.

• Achievements:

Ensuring that one hundred per cent of business account failures for a period of up to five years were accounted for and over 90 percent of current financial year requirements.

Sept 01 to Sept 02 Alpha Nova Ltd London

Principal Implementation Consultant

Recruited in a business pre-sales (response to tender) and post delivery role for eCRM and ePRM to perform analysis, design and project delivery of WEB solutions for B2B and B2C. Ensuring that the corporate Project Management methodology (PRINCE2) is adhered to at all times, and that all analysis and design follows an iterative (RUP) Process using UML notation, modelling in both Visio and Rational Rose.

• Responsibilities:

Developing with the customer their short, medium and long term CRM plan. Acting as a catalyst for change management by demonstrating a clear concise vision for the customer. Facilitating rapid deployment workshops in a joint environment (JAD). Designing this vision, ensuring business processes are modified to reflect the enhancements the new system offers, and performance testing against current systems. As senior UK consultant redesigned the Northern European Service and Sales Automation modules and CallCentre module. Controlling project teams up to 30 members. Estimating and negotiation and Cost Benefit Analysis.

• Achievements:

Analysis and integration and migration of several products including SAP SCM 4.6 using SAP ABAP Workbench, QAS and Crystal Reports with alphapartner to achieve a full corporate product, utilising where possible best of breed current technology to minimize cost and maximize efficiency.

arranging several Partnerships to enhance the product portfolio and consultancy. A major success was accreditation and partnering with IBM.

May 97 – Sept 01 Northgate Information Solutions Hemel Hempstead

Senior Business Consultant

Conducting management workshops in the benefits of CRM and its application to customers, performing Analysis and Design and Project Manager, creating tender information for tender (Internal CRM System) and response to tender (external CRM Consultancy)., Estimating and Cost Benefit calculations.

• Responsibilities:

Utilizing SSADM and OO analysis and design methodologies, to ensure that concise and clear documentation was produced, enabling both customer and consultants to achieve the customers required system. Managed the Analysis and Design of the internal CRM systems (Clarify from Ver4.6.4 to Ver10.2), planning further functionality, integration points and investigating new technologies to add to this offering. Controlling Project teams from 5 to 20.

• Achievements:

Acted in various roles including Project Manager, Business Analyst, Strategy Analyst, Technical Architect, Tester, and Trainer on various project ranging from small-bespoke elements to worldwide solutions. Migration of data across various platforms, including multiple Motorola service databases data migrated from 1972 to 1999.

February 95 – May 97 McDonnnell Information Solutions Hemel Hempstead

Systems Manager

Responsible for BPR throughout company in regard to the new corporate CRM solution. Transposing this Analysis into Design, and ensuring A full SDLC was followed.

• Responsibilities:

Analysis and design team for internal single modular CRM application (Clarify). Integrating multiple legacy systems. Investigated multichannel technologies, email, Web, CTI, Off-line client technology.

• Achievements:

Part of team awarded Clarify CRM Business and Developer Partner status, which in turn led to the creation of the Northgate CRM external consultancy practice.

November 89 – January 95 McDonnell Douglas Corporation Hemel Hempstead

Helpdesk Manager

Initially employed to analyse several disparate call centers and centralize their activities resulting in the creation of a Corporate Service and Sales Call Centre. Subsequently formed part of the BS and ISO teams gaining accreditation for Manufacturing, Service, Logistics and Sales.

• Responsibilities:

Charged with the investigation into Service and Sales modular software, bought in SuperDispatch a procedural application and managed the Analysis, Design and Bespoking of this software to corporate requirements.

• Achievements:

Advised external clients on the creation and processes for Call Centre and Help desks. Gaining BS and ISO certification. Migrating from multiple environments including DEC VMS and PICK to Unix running Solaris

April 82 - October 89 Grenadier Guards London

Non-commissioned officer, managing small teams in highly pressurized environments.

EDUCATION

1991 - 1996

University of Westminster - Part-time evenings

BSc Computer Science & Contemporary Business 1^st

1989- 1991

User Course Programming in C Pass

C&G726 Programming and Computing Pass

USER COURSES

Programming in Basic

SQL Programming

Database Design

Oracle Databases

Unix administration

Cognos, Impromptu, Powerplay

Microsoft Suite

ClearBeginnings, ClearSupport, ClearQuality, ClearCallCenter, Data Modelling, ClearCustomize, UI Editor, ClearBasic Programming

ClearSupport, Clear Contracts, Contract Manager, ClearQuality, eSupport, ClearSales, ClearSalesConfigurator, Script Manager, Account Manager, Campaign Management, Business Rules

mySAP SCM (Supply Chain Management), SAP ABAP Workbench

IT SKILLS

SQL Server 7 & 2000 Database, Migration, Data Cleansing

Oracle 7 & 8 Database

Access 98 & 2000 Database, Migration, Data Cleansing

PICK/Reality Database

QAS Database Address

Transact-SQL SQL

PL/SQL SQL

Word Analysis & Design

Excel Analysis & Design, Migration, Data Cleansing

Visio Analysis & Design

Microsoft Project Project Management

Rational Rose Analysis & Design

FrontPage 98 Web Development (knowledge of DHTML, HTML, ASP, Java)

Crystal Reports 7& 8 Business Intelligence - OLAP

Cognos 5 Business Intelligence

Impromptu Business Intelligence

Powerplay Business Intelligence

PowerPoint Presentation

Visual Source Safe Source Control

Unix SCCS Source Control

Microsoft Outlook Communication

GENERAL INTEREST

These include: Socializing, travelling, restoration of classic vehicles and taking part in local charity work.

PERSONAL DETAILS

D.O.B: 09/05/65

Marital Status: Single

Nationality: British

Driving licence: Full/Clean

Notice Period: Available Immediately