Solution Architect, Senior Solution Architect, Global Salesforce Systems Manager

Manage the continuing development and strategic use of the global Salesforce.com CRM and
provide strategic advice to the board regarding the adoption of integrated systems.
Overall responsibilities include:
* Manage the architecture and strategic direction of salesforce adoption and led the team
to ensure the right strategy was followed
* Arrange monthly meetings with the executive board to provide updates on the strategic
direction and usage of the CRM
* Lead requirement gathering workshops, stakeholder management, overseeing strategic
projects related to the CRM / Business system. These include:

Key Projects:
Credit Usage project:
Our flagship cloud product is Revolution which sits on a Multi - tenancy architecture and
integrates to Salesforce.com CRM. There is the need to split the current concept of portfolio
from credit usage and this involves a complete redesign of the following metrics:
* Portfolio: Number of assets in the portfolio;
* ASP: Number of assets for each ASP (Alternative Setting Portfolio) created;
* Aggregation: Number of assets per each Aggregation;
* Carve-Out: Number of Asset per each Carve-Out;
* Custom Benchmark: Number of Assets per each Custom Benchmark.
Responsibilities:
* Modify the technical specification to capture the aforesaid metric.
* Redesign and help manage the API integration points between Revolution and
Salesforce.com.
Totango Rebuild Project:
Totango was introduced to the business to measure customer success and user adoption however,
it was badly implemented.
Responsibilities:
* Oversee the rebuild and relaunch of Totango by working with their resources with an
estimated go live date at the second quarter of next year.
* Gathering all user requirements from various stakeholders with the intention of creating
all functional and technical specifications based on requirements sign off
UMT replacement project
UMT is an in-house system which is integrated to the Salesforce.com CRM. It's a dated system
and there is the need to rebuild to meet the current business expectations.
Responsibilities:
* Worked closely with the Architectural team to completely redesign and relaunch the
current UMT system
* Closely with the Revolution architect and business stakeholders to come up with an up to
date architectural design to showcase all integration points and current flow of
information.
* Gathering all user requirements from various stakeholders with the intention of creating
all functional and technical specifications on sign off

Epicor (Finance System) replacement project
There is the need to replace our current financial system. I am strategically involved in
advising the business to adopt the best financial system to meet our requirements with a
primary focus on integration to salesforce.com CRM.
Responsibilities:
* Managed the selection process of vendors. This involved the organizing of meetings and
demos to showcase how the vendors system meet our requirements. Vendors include:
Financial force.com, Intaact and NetSuite.
* Manage and organize the available internal and external resources needed for the project
Demos and User adoption:
* Introduced demos to the management board regarding the adoption of various applications
which are currently in use. These include: Ebsta, Jira and Salesforce plugin, Conga and
Docusign
Service Cloud
The Service cloud was introduced to provide clients access to 24/7 support. In addition, there
was the need to migrate various communication channels (Revolution, e-support and Zendesk)
into a single point of contact.
Responsibilities:
* Project managed the service cloud implementation from gathering initial requirements,
scoping, design, the configuration of service cloud prototype to go live.
* Introduced and configured the use of communities to provide a single point of portal
contact. This involved the use of visual force and apex to meet StatPro's branded look
and feel
* Entitlement milestones: Introduced the adoption and usage of SLAs and entitlement
milestones to include first response, update and resolution times based on global
business hours.
* Knowledgebase and articles: Introduced hyperlinks in Salesforce.com articles to help
capture knowledge articles from the Jira wiki page.

Managed the multi-channel salesforce.com CRM system (over 750 users) and led the core team
involved in the continuous delivery. This included the continuing development, requirement
gathering, change control and documentation of processes.
Key stakeholders were: Marketing, Account Management, Sales, Customer service, HR and Finance
teams.
Recent projects (Deployed):
Code Coverage Project
Responsibilities:
* Authored over 30 triggers, 100 apex classes & 50 visual force pages using Salesforce
best practices. These included: The use of trigger frameworks, code bulkifying, test
classes, streamlining multiple triggers on the same object, avoiding hard-coded IDs
amongst others.
* Increased Salesforce org overall code coverage limit from 55 - 80%. This allowed for ease
of deployment of components to production, considering it previously wasn't possible.
Enghouse Integration Project - This enabled the merging of Gmail and SFDC case emails into a
central repository (database) due to the limitation of Email to case routing addresses
(Currently 50).
Responsibilities:
* Designed the technical specification used to integrate Salesforce service cloud
(Contact center) to the database to allow the merge of existing routing addresses and
streamline email to cases raised.
* Built apex callout to java web service to enable extraction of data to the external
database
Claims Project - This provided customers with the option to accept or reject proposed claims
offers made via our company portal (my Citylink)
Responsibilities:
* Managed the overall resources for the project and was responsible for the design,
development, testing and integration of Salesforce to Java web services to meet the
project specification.
* Authored over 10 triggers, 12 apex classes & 3 visual force pages
* Built web services to support the integration of the postal gazetteer system to
Salesforce
* Designed the technical specification of the documents used by the various teams: PHP,
Java web services and SFDC teams to ensure the project kick off.
Market location project - This allowed city link employees to use upto- date information
bought from our 3rd party supplier to update our dated records.
Responsibilities:
* Designed and deployed a streamlined solution using apex, triggers, visual force pages
and a custom object to allow the auto compare of records.
Salesforce Clean up and Business processes streamlining project - This helped reduce the
Salesforce file and data storage limits exceeded, clean up salesforce data and improve
existing business processes (Cost saving in the region of £300,000)
Responsibilities:
Worked on improving the Salesforce CRM data quality and business process. This entailed
managing and working alongside 3rd party consultants to ensure:
* Unwanted and duplicate records were: archived and backed up the external system, saved
and removed from salesforce to increase storage space. Tools used included: Talend,
Github, Jitterbit & Data loader.
* Deletion of obsolete: apex classes, triggers, visual force pages, workflow rules, email
templates, reports and dashboards
* Modification of business processes and streamlining where needed.

* Manage the continuing development and strategic use of our global Salesforce.com within the
EMEA and Americas regions (Over 300 Users) as used by the Marketing, Sales, Customer service
and Finance teams.
* Continuing requirement gathering, change control and documentation of processes from
cross-functional stakeholders across the various business units.
* Project managed, configured and Integrated Marketo (Marketing automation software) to
Salesforce.
* Overhauling the current in-house invoicing model and adopting the use of Zuora which supports
one time and subscription-based payments
* Work with the development team to ensure the ongoing integration of 3rd party and in-house
systems with Salesforce.
* Project managed and migrated the Americas region from their previous legacy CRM (Camelot) to
Salesforce
* Create continuing company reports and dashboards which are used to forecast and measure the
company performance based on current and next financial quarter(s).
* Conduct ongoing Salesforce and Marketo training where needed

I was involved in the project managing and implementation of various ongoing projects in the
organization. These included:
* Managing the user adoption of the Sales lifecycle for the Marketing, Sales, Customer
service and Finance teams (Over 300 users).
* Adopting and implementing the Salesforce .com Sales lifecycle for the Sales team so they
could manage and close deals.
* Authored over 10 triggers, 20 apex classes & 15 visual force pages
* Integration of Salesforce.com to Sage, to enable our customer services and finance team
to create new customers in Salesforce, and invoice them using Sage.
* Implementing the complaint handling process used by the customer services team which
involved migrating from Redmine (previous system) to Salesforce.com.
* Validation of our Salesforce.com instance, to enable to meet ISO standards to sell our
flagship product (DDS2) in America
* Researching on the design and build of a webshop to be integrated into our existing
customer access portal and Salesforce.com, so users could buy products online.
* Working with external suppliers on integration with various in-house systems. These
include Sage, CC-Tool (runs on SQL Database), LIMS ( Laboratory Information Management
Software)and LiveDoc (Mail Template system).
* Designing technical specification documents used by external suppliers
* Designing and implementing a booking system to integrate with the existing mobile
ticketing system. This was intended to be used by the collections team to assign and
manage drug sample tests.
* Designing and implementing a customized forecast model using Apex and Visualforce to
replace the existing Salesforce forecast model.
* Conducting Salesforce.com training across all sites which included: face to face, online
training and drop-in sessions.

* Part of a team which deployed Salesforce.com globally, including the Organization's
head office and its regional offices in over 50 countries within the EMEA and Americas
regions (Over 500 users).
* Responsible for change management and the overseeing of needed changes as requested by
various stakeholders and key users.
* Responsible for the configuration, development, testing and deployment of the CRM to
meet the company's business requirements.
* Responsible for Data scrubbing, migration and normalization of relevant
information/data into Salesforce
* Conducted training sessions which included face to face, online training and drop-in
sessions.
* Worked alongside the project manager and team of web developers to ensure IPPF's new
website was integrated to Salesforce.
* Integrated the in-house Knowledgebase Integrated System (KIS) to Salesforce using
Scribe connector
* Deployed Chatter globally to allow users to connect and share information with each
other, and with external customers to IPPF.
* Integrated Salesforce with the company Microsoft Outlook thus ensuring its contacts,
tasks and Events where properly synched across.
* Responsible for creating a weekly backup of the company Salesforce instance which was
stored on SQL server
* Deployed self-service and customer portals which were used by our customers

* Responsible for the planning, design, customization, data migration and roll out of
several Salesforce CRM from point of implementation to going live. Compaines include:
Christian Vision for Men, Actor centre and London Legal Support Trust

* Oversee the salesforce.com administarive and development responsibilities in NRAS
PROFESSIONAL BODIES
Member of the British Computing Society (BCS) and Institute of Engineering Technology (IET)

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