Stephen Donnelly is an Enterprise Salesforce Manager with over 19 years of experience managing IT implementations and business process outsourcing for Fortune 500 clients. He has extensive experience implementing and managing Salesforce solutions including CRM, Omni-Channel, and migrating systems to Salesforce. As a Manager at Alorica, he established their Salesforce team and has launched over 20 programs. He is Salesforce Certified with competencies in Service Cloud, administration, and implementation best practices.
Application Management & Support Best PracticesJulie Champagne
In today’s healthcare IT environment, it takes a lot of support and coordination – of highly skilled and experienced technical staff – to keep a modern healthcare organization running smoothly. When a HCO considers outsourcing any portion of their IT operation, there are many unknowns and considerations to assess. This webcast will present best practices and processes in both exploring an application management support solution or partner and rollout, transition and implementation. Whether supporting a legacy or production application, the solution or partner should take complex and time-consuming tasks off of the organizations plate, allowing focus on more productive, strategic, operation improving and patient experience enhancing activities.
A presentation of my I.T. company SSDesign.
We provide I.T. consultants (long term - 12 months or more), I.T. Staff Augmentation (1 - 6 months), Mobile App Development, Enterprise Architecture and Software Development and Application Support Services (local and remote).
Our rates are highly competitive and our services are beyond excellent.
Craig Geswindt
SSDesign CC
http://www.ssdesign.co.za
Skype: the.business1
Application Management & Support Best PracticesJulie Champagne
In today’s healthcare IT environment, it takes a lot of support and coordination – of highly skilled and experienced technical staff – to keep a modern healthcare organization running smoothly. When a HCO considers outsourcing any portion of their IT operation, there are many unknowns and considerations to assess. This webcast will present best practices and processes in both exploring an application management support solution or partner and rollout, transition and implementation. Whether supporting a legacy or production application, the solution or partner should take complex and time-consuming tasks off of the organizations plate, allowing focus on more productive, strategic, operation improving and patient experience enhancing activities.
A presentation of my I.T. company SSDesign.
We provide I.T. consultants (long term - 12 months or more), I.T. Staff Augmentation (1 - 6 months), Mobile App Development, Enterprise Architecture and Software Development and Application Support Services (local and remote).
Our rates are highly competitive and our services are beyond excellent.
Craig Geswindt
SSDesign CC
http://www.ssdesign.co.za
Skype: the.business1
Marlabs Capabilities Overview: Application Maintenance Support Services Marlabs
Marlabs application development and support services include application design, development, systems integration/consolidation, re-engineering, and implementation of packages.
Systems supporting the management of an enterprise’s resources and simplifying the processes taking place in it have had an increasingly wider use, especially in middle and large organisations.
Permanent Services Department at Hicron offers comprehensive support of administration and development of SAP tools. There are over 60 dedicated specialists in our structure with outstanding skills (confirmed with SAP certificates) and many years of experience. This has significant impact on the services we offer.
Describes an ontology of KM technologies based on four generic modes of support for business strategy. Article to be published in the Journal of Knowledge Management, Vol. 11, No. 1, 2007.
ServiceNow Governance, Risk, and Compliance Jade Global
ServiceNow Governance, Risk, and Compliance (GRC) helps transform inefficient processes across your extended enterprise into an integrated risk program
Marlabs Capabilities Overview: Application Maintenance Support Services Marlabs
Marlabs application development and support services include application design, development, systems integration/consolidation, re-engineering, and implementation of packages.
Systems supporting the management of an enterprise’s resources and simplifying the processes taking place in it have had an increasingly wider use, especially in middle and large organisations.
Permanent Services Department at Hicron offers comprehensive support of administration and development of SAP tools. There are over 60 dedicated specialists in our structure with outstanding skills (confirmed with SAP certificates) and many years of experience. This has significant impact on the services we offer.
Describes an ontology of KM technologies based on four generic modes of support for business strategy. Article to be published in the Journal of Knowledge Management, Vol. 11, No. 1, 2007.
ServiceNow Governance, Risk, and Compliance Jade Global
ServiceNow Governance, Risk, and Compliance (GRC) helps transform inefficient processes across your extended enterprise into an integrated risk program
Resume for Mark Spohn: Accomplished technical professional with business planning, program management, system administration, and cross-functional resource management experience aimed at maximizing technology in business. Consistently produce quality deliverables launching new technology, enhancing client-vendor relationships, streamlining policies and procedures, and modernizing business models. Independent CMS developer (2008-2012), seeking Social Media opportunities.
In depth look at my career and work history focusing on the magnitude and impact of my accomplishments and the complexity of the the positions I've held and the teams I've managed.
Technical Project Manager; recent implementation MS Dynamics, SharePoint 2013, MS365, SAP, many ERP implementations, major contributor to PMO start-up in Fortune 100 company, integration specialist
1. STEPHEN DONNELLY
sd.sobe@gmail.com | 305.962.4840
ENTERPRISE SALESFORCE MANAGER | BUSINESS PROCESS OUTSOURCING
Solution-focused, Salesforce Certified, IT executive leveraging over 19 years’ expertise in process
improvement, systems management, vendor relations, program management and requirements analysis
to manage information technology solution implementations including Salesforce - Omni-Channel,
CRM, and Data Center, Call Center, and System Launches and Migrations; provide oversight on
proactive service monitoring and reactive customer service management and operations support in
Business Process Outsourcing for Fortune 500 clients in the retail, finance, telecom and automotive
industries. Able to define process requirements and seamlessly manage IT systems in multiuser
environments. Possess strong problem solving and technical skills coupled with confident decision
making for effective solutions leading to high client satisfaction and low operation costs.
Core Competencies
Multi-Channel Salesforce Implementations | Team Building & Leadership | CRM | Case Management |
Stakeholder Management | Process Improvement & Automation | Project / Lifecycle Management |
Requirements Analysis | Vendor Relations | Scrum Methodology | Root Cause Analysis | Strategic
Account Management | Resource / Demand Management | Post Launch Support | Telecommunications
ACCOMPLISHMENTS
Migrated 4 programs off legacy systems to Salesforce in 8 months resulting in annual salary
reductions over $264K with a team of 4 resources while supporting existing clients and
launching 3 new client programs. B2B & B2C | Inbound & Outbound | Services & Sales
On site Program Management of the migration of two Philippine data center and agent sites
into one larger site. Sole liaison with Verizon executives for daily status updates. March 2011
Managed API Integration of in house CRM solution with DIRECTV’s Order Management
System; decreasing AHT by more than 90 seconds, increasing close rates, and improving data
accuracy for more than 650 sales agents.
Migrated Citibank, N.A. to a new CRM solution; improving agent call flow, decreasing AHT
and increasing system stability. (Heavy / Complex feed and report requirements.)
TECHNICAL PROFICIENCIES
Salesforce: Service Cloud, Omni-Channel: Inbound with CTI, Outbound, Email / Web / Fax to
Case, Case Management, SMS (Text), Live Agent (Chat), Social Media, Knowledge (Base),
Communities. Reports & Dashboards, Best Practices, Security, Multi-Org License
Management, Data Limits, Trail Head, CSAT, FCR
Telecom: TCPA, VoIP, Soft Phone, CMS, Vector Routing, BSR, Transfer Connect (TnT)
Network: Basic NW Data Connectivity, Circuits, Bandwidths, VPNs, VLANs, LAN/WAN
Business: Cloud Services, SaaS, SDLC, Standardization and Automation, RFP Support,
Vendor Management, Budget & Capitalization Tracking, Fulfillment, Client Presentations and
Demos, Business Continuity/Disaster Recovery
Miscellaneous: Jira, Service Now, SharePoint, Autosys, UNIX, light SQL, Remedy, Skype for
Business
PROFESSIONAL EXPERIENCE
Alorica (formerly PRC) | Plantation, FL Apr. 1997 – Present
Manager – Salesforce Enterprise Services Mar. 2015 – Present
Established the Salesforce team at Alorica. Implemented best practices and enforced
implementation methodologies within a team of 2 Salesforce Administrators, 1 Sr. Developer
and 1 Developer / Data Engineer to launch / migrate / support 20 programs in under two years.
Managed Off-Shore vendor resources for build and post launch support where required and
budgeted.
2. Utilize a hybrid of SCRUM and Waterfall methodologies to maximize resource unitization and
minimize time to launch while tracking multiple cascading project timelines.
Research and Compare technology solutions for best fit and value. Leveraged Salesforce’s
App Exchange and other sources for valuable, cost effective tools to continually add value and
improve efficiency.
Created On-Boarding document for new team members including a training path toward
Salesforce certification.
Provide On-Site and Virtual Omni-Channel Demonstrations.
License Management / Procurement
Manager – Lifecycle Management Services Sept. 2014 – Mar. 2015
Increased operational efficiencies with emphasis on standardization and client satisfaction.
Conducted process and systems analysis to initiate improvements.
Established standard lifecycle flows with timelines for standard client requests.
Managed development and support teams for process and delivery adherence.
Created IT Handbook: Best Practices and Procedures for IT and Client Services’ new hires.
Provided forecast of team demand and weekly accomplishments, goals and risks.
Client Solutions Analyst | Project Manager Mar. 2004 – Sept. 2014
Provided application analysis and support/problem resolution: from requirements gathering and
documentation to managing software development lifecycle through production release.
Post-launch support- Liaison between internal and external clients with multiple IT support
teams: NW Data, Telecom, Server, Database, Dev, QA, IT Security, Call Recording, Reporting.
Support Analyst II Dec. 2000 – Mar. 2004
Established company standards and best practices, and developed supporting forms in Remedy
for the following ITIL methodologies: Change Management, Problem Management, Release
Management & Service Desk.
Project Manager and Primary support (user and administrative) for IT wide Changepoint
implementation.
Production Support Analyst Aug. 1998 – Dec. 2000
Defined, documented, implemented and enforced corporate standards and requirements for
batch processing in the production, development, QA and UAT environments.
Provided Autosys and basic UNIX training to NOC Analysts.
Established relationships with multiple support teams.
NOC Analyst Apr. 1997 – Aug. 1998
Used DOS and UNIX to support Autosys batch jobs running in production.
Analyzed and resolved or escalated issues to IT support teams for resolution.
EDUCATION & CERTIFICATIONS
The Florida State University – Bachelor of Science, International Business & Marketing
Salesforce Certified Administrator – 8021665 (July 6, 2016)
Scrum Master Accredited Certification – 23121464663185 (March 15, 2016)
Scrum Team Member Accredited Certification – 19813245552126 (March 15, 2016)
NOTABLE CLIENTS
Retail: DIRECTV (Consumer & Commercial), Guthy Renker, BJs Warehouse, De’Longhi
Finance: Citibank, American Express, Frost Bank, Principal Back, SEI Bank, H&R Block
Telecom: AT&T, Verizon, Samsung
Automotive: Toyota / Lexus
Education: The College Board, Houghton Mifflin Harcourt
Sports: MLB, PGA, NHL, USTA, MLS