Mar 2025 – Oct 2025 · 7 mos · Remote

• Implement NetSuite for clients, ensuring seamless integration and client satisfaction.
• Manage client relationships to drive revenue growth opportunities and ensure project success.
• Create detailed project plans and estimates to educate clients on project timelines and costs.
• Provide training to business partners on software suite changes for enhanced user adoption.

Sep 2023 – Feb 2025 · 1 yr 5 mos

• Manage a large implementation team that supports multiple products with over 100 projects at a time that integrate with Encompass and Empower.
• Acts as the primary liaison between clients and product teams to facilitate new product enhancements.
• Manage client relationships to ensure satisfaction and continued opportunities for revenue growth.
• Manage client escalations for projects on hold and work with client executives to get them back working on their implementations.
• Analyze business partner’s operations to better understand gaps in technology to determine opportunities to provide alternative solutions.

Sep 2021 – Sep 2023 · 2 yrs

• Manage a large implementation team that supports multiple products with over 100 projects at a time that integrate with Encompass and Empower.
• Acts as the primary liaison between clients and product teams to facilitate new product enhancements.
• Manage client relationships to ensure satisfaction and continued opportunities for revenue growth.
• Manage client escalations for projects on hold and work with client executives to get them back working on their implementations.
• Analyze business partner’s operations to better understand gaps in technology to determine opportunities to provide alternative solutions.

Sep 2015 – Sep 2021 · 6 yrs

• Scrum Master for a team as we utilized the Agile technology for our client implementations.
• Acts as the primary liaison between clients and internal teams to facilitate new project requests and handle business as usual work and any client escalations.
• Managed client relationships to ensure satisfaction and continued opportunities for revenue growth.
• Analyzed business partner’s operations to better understand gaps in technology to determine opportunities to provide alternative solutions.
• Create projects plans and estimates to help educate clients on the cost and timelines for the project life cycle to complete projects.
• Work with clients through the SDLC process for each project.
• Provide training to business partners on changes to our software suite.

Jun 2015 – Present · 11 yrs

Mar 2015 – Aug 2015 · 5 mos

• Managed a project focusing on process improvements and cutting cost.
• Organize and administer project website utilizing SharePoint.
• Ran a project that implemented a new time tracking solution by giving demos to upper management, gathering requirements, and configuring application based off clients needs.
• Replace manually created excel reports for performance metrics with SSRS reports to utilize adhoc and automated reporting.

Jun 2014 – Jun 2015 · 1 yr

Jun 2011 – Jun 2014 · 3 yrs

• Led a major project that had high visibility and successfully migrated important financial data in a secured environment.
• Worked on requirements gathering, functional/technical specifications, QA testing, process improvements, change management, and gap analysis.
• Performed user training on system enhancements.
• Wrote sql queries and scripts for test plans, bug fixes, and production support issues.

Sep 2001 – Jun 2011 · 9 yrs 9 mos

• Worked as the lead in the CRM group acting as the main liaison between the developers and the management team.
• Provide Level III support for all production clients making sure the client always receives excellent customer service.
• Created sql views, queries, and scripts for testing and providing support for our clients.
• Analyzed requirements gathering and gap analysis to customize applications to exceed customer’s needs.
• Responsible for moving all pertinent client data from the host to client environment on a nightly basis.
• Worked on requirements gathering, functional/technical specifications, QA testing, process improvement, change management, and gap analysis.
• Migrated all of our customer’s data successfully from Oracle to DB2 database platform.
• Liaised between developers and subject matter experts.
• Performed multiple full lifecycle engagements including scoping, application configuration, testing, documentation, and training.

Aug 2000 – Aug 2001 · 1 yr

• Worked as a CRM architect on an implementation of Siebel focusing on integrating CRM with legacy systems.
• Created interface specifications to describe the specific interfaces and how they would be integrated.
• Composed business object documents to describe the changes needed to each specific business objects and corresponding business components for integration purposes.
• Built integration object documents to describe what changes would be made between CRM and the legacy systems.
• Led architectural discussions to create interfaces between CRM and legacy systems.

Jul 1999 – Jul 2000 · 1 yr

• Conducted gap analysis to determine software and application requirements for both domestic and international clients.
• Configuration specialist with the main function of customizing the application to the customer’s needs.
• Worked as one of the main configurators and application/server administrator for implementations.