VP Director General Manager

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					David E. Wilson, PMP                                                                                                      dw@voxdw.com
24 Hayden Rowe St.                                                                                                        781.389.8290
Hopkinton MA, 01748
                               Certified Project Manager (PMP) / Senior Operations Professional
                           Global Sales & Service Operations, CRM technologies, Application Development
                                                                Skills and Qualification Summary
Senior PMI certified Project Manager (07) with extensive experience in full SDLC and project cycle management of highly successful and profitable programs
& technology implementations within diversified industries including Medical Devices and Biotechnology, Reverse Logistics, Diversified Retail,
Software/Applications, Publishing and Staffing & Recruitment.

   Certified PMP (07) with over 10+ years in Project Management in areas including PCI/Privacy Compliance, web & application development, Call
    Center implementations, Logistics & Supply Chain, CRM, telephony & network infrastructure, and M&A due diligence.
   20+ years experience with P/L overseeing customer-facing Sales & Services Operations developing and managing integrated Business, CRM and
    Sales & Service programs for global companies. Solid background in the planning, staffing, implementing and managing of multi-site and international
    sales & service operations.
   Extensive background in Sales Management roles leading US and global sales teams to high levels of profitability and market footprints. Established
    track record in developing diverse and profitable programs.
Extensive „C‟ level presentation skills. Senior strategy and hands-on work. Strong business writer. IPO and M&A experience in due diligence and execution.


EMPLOYMENT and CONTRACT HISTORY


Project Manager, Global Technology Services (Contract)                            Biogen Idec        Cambridge, MA           10/08 - present
     Projects included:
      MA Privacy Reg. 201 CMR 17.00 Compliance. Related to PCI compliance, project focuses on Data In Motion compliance with new privacy
       regulations. Identify violations in systems, applications, data storage and feeds & manual processes and develop, validate and implement mitigation
       strategies and solutions to bring events and processes into compliance. PM responsibility working with large and diverse team of vendors,
       contractors and Biogen employees on a national level.
      Windows Server 2008 deployment. Upgrade and/or replace EOL operating systems with Windows Server 2008 & Directory Services. Image creation,
       validation and deployment.
      SQL Consolidation. Consolidation of over 600 SQL databases on 200+ virtual and physical servers to a 3-server metro-clustered environment
       servicing the east and west coast operations.


Project Manager, IS                               (Contract)                      Staples            Framingham, MA            6/07- 10/08
     Lead Project Manager for multiple projects including:
      PCI Compliance. PM responsibility for compliance project focusing on Customer Service applications with Data At Rest/Data In Motion exposure.
       Identify customer-interfacing applications, data feeds and ecommerce portals and websites; develop/identify compliance strategies & third-party data
       security vendors; Test and implement mitigation strategies and data cleansing/masking processes to establish compliance or provide exclusion
       documentation.
      Global Kana Response & Oracle 10g Upgrade, Migrate email management tool to new Linux/Oracle 10g platforms from previous Windows
       installations for 3000 users in US, Europe & Canada. Other related projects included upgrades to IBM OmniFind Knowledge Management with
       KB.net and Talisma.


Project Manager, Customer Service/Media Alliances              (Contract)         Monster.com        Maynard MA               6/06 - 6/07
       Lead Project Manager with a 15-department team with multiple sub-project managers. Deployed 57 co-branded websites & integrated E-Commerce
       processes with Monster's New Media partnerships within 12 months. Responsible for all phases of project management for each partner as well as
       involved with pre-sales and pre-installation presentations for all instances.


Manager/Director of Delivery Services Operations                                  ONProcess Technology          Ashland MA    4/04 - 6/06
     Senior role in Reverse Logistics firm providing strategic and operational management responsibility for Call Center Operations & IT as well as
     overseeing development of CRM solutions for F100 clients including Dell, Comcast, T-Mobile, Cisco, NetApp and Phillips.
      LAN and telephony system replacements. Complete replacement of basic Windows LAN to Windows Server 2003 w/Active Directory and NAS
       technologies. Upgraded call center switch and infrastructure from Comdial to Nortel CS1000 PBX including Call Recording, Remote Monitoring; TAPI
       integrations, soft phone and VoIP.
      Disaster Recovery / Business Continuity Proposed, wrote, tested and implemented a corporate Disaster Recovery/Business Continuity plan
       incorporating all aspects of DR. Strategy, BIA, plan development, training & testing.
      Application Development Oversight responsibility for all custom CRM applications for use by in-house Logistics staff in support of client goals.
       Worked with in-house and third-party developers. PM responsibilities for the migration of 37 client CRM applications to a SQL database backend
       utilizing MS Access UI.
David E. Wilson, PMP                                                                                                     dw@voxdw.com
24 Hayden Rowe St.                                                                                                       781.389.8290
Hopkinton MA, 01748




Project Manager, Merger & Acquisition Integration         (Contract)             Clinical Data                 Smithfield, RI   5/03 - 1/04
       For Biotech Medical Device firm, oversaw the physical integration of data, process and inventory within multi-company merger involving FDA and
       ISO certification. Contributed to the development of more efficient Customer Service and supply chain practices

General Manager – NE Call Center Operations                                  Publishers Circulation Fulfillment. Waltham, MA        1/02 - 1/03
      General Management / Site Management for multi-site call centers in New England.
      Planned, designed, and executed $2M Call Center site expansion adding 200 seats to existing call center and employing Avaya telephony and CTI.
       Completed project under budget within 120 days.
      Developed low cost call recording solution for 300 seats allowing for sales confirmation recordings to be captured and retrieved.
      Established on-site training organization resulting in lower attrition rates and greater career –path development.


Director of Worldwide Inside Sales & Sales Operations                            Art Technology Group Cambridge, MA                 3/00 - 8/01
       Held dual role as Director of Worldwide Sales Operations and Director of Inside Sales.
      Established sales operations (infrastructure, CRM tools, Training) in the Americas, Europe, Asia and Australia. PM and primary strategist for
       worldwide implementation of SalesLogix in eight countries.
      PM overseeing the integration of Crystal Report with SalesLogix, Oracle Financials, and Applix.
      Developed and led over sixty (60) Inside Sales reps in four countries providing pre-sales support and deal closures with F500 firms. Developed a
       Sales Training & Certification “Boot Camp” cutting. Cut traditional learning curves and employee ramp-up by as much as 50%.

Director of Direct & Channel Sales                                             Aspen Publishers, Inc.           New York, NY        5/95-1/00
       Increased revenue through direct and channel sales leading a 40-rep sales force for a leading legal publishing firm surpassing sales goals
       consistently year-to-year.


Global Production and Fulfillment Manager                                        ON Technology Corp.      Cambridge, MA             4/92- 4/95
       Assisted in driving sales from $3M - $9M in three years by developing a worldwide Supply Chain manufacturing & distribution program including
       partners in the US, Canada and Ireland. Contributed to successful IPO.


Account Sales / Call Center Management                                 Warren, Gorham, Lamont Publishers, Inc.     Boston, MA       1984-1992
       Various Sales Manager and Director roles over eight years with leading legal and tax publisher.




EDUCATION

Project Management Institute                      Certified Project Manager (PMP)                September, 2007
Berklee College of Music                          Vocal Performance Degree program               1983 - 1986
David E. Wilson, PMP                                                                                                          dw@voxdw.com
24 Hayden Rowe St.                                                                                                            781.389.8290
Hopkinton MA, 01748

Standout Project Summary
 Company & Role                       Project Realm                                                  Projects Successfully Run

                          Regulatory/PCI Compliance                  MA Privacy Compliance
Biogen Idec
                          VM, Physical Infrastructure.               Global server deployments & Windows OS 2008 development
GTS Project
                          Telephony & Application Upgrades           Aspect 9.3 and NICE deployments
Manager
                          Bio/Chemistry Applications                 TD Empower and related applications.
                          Regulatory / PCI Compliance                PCI Compliance for Customer Service applications
Staples Inc.
                          Infrastructure                             Oracle 10g and Linux/Windows Server upgrades
Lead Project
                          Email, Chat & Monitoring                   Kana Response Email management / Talisma Chat / Envision Click2Coach
Manager
                          Knowledge Management                       IBM OmniFind Discovery with KB.net
Monster.com             Partnership Integration                      On-boarding & business process integration of Monster's 57 Media partnerships.
Lead Project            Co- brand web development
                                                                      Developed multi-layer SharePoint team sites for all implementation projects
Manager                 SharePoint development
                                                                       Full telephony implementation of multi-site enabled Nortel CS1000 PBX including Call
OnProcess                                                              Recording, Remote Monitoring; TAPI integrations, soft phone and VoIP.
Technology              IT / Telephony                               Oversight of application development for client CRM tools. SQL Server migration for over
                        CRM application development                   37 customized client applications
Director of Delivery
                        Business Continuity / Disaster Recovery
Services                                                              Wrote and managed corporate BCP / DR (Business Continuity & Disaster Recovery Plan)
                                                                       project: Strategy, BIA, plan development, training & testing.
Clinical Data           ISO / FDA Compliance                         Physical integration of data, process and inventory within multi-company merger.
Lead Project            Inventory Management                         Managed relocation for medical device, reagent, and other consumable assets.
Manager                 Mergers & Acquisitions                       Developed new processes and procedures for ISO and FDA certification.
                                                                      Planned, designed, and executed $2M Call Center site expansion adding 200 seats to
                                                                       existing call center and employing state of the art Avaya telephony and CTI. Completed
Publishers                Call Center site Expansion
Circulation                                                            project under budget within 120 days.
                          Telephony/Call Recording
Fulfillment                                                           Developed low cost call recording solution for 300 seats allowing for sales confirmation
                          System Implementation                       recordings to be captured and retrieved.
General Manager           Customer Service Training
                                                                      Established on-site training organization resulting in lower attrition rates and greater career
                                                                       –path development.

                                                                      Established sales operations in North & South America, EMEA, PacAsia. PM and primary
Art technology                                                         strategist for worldwide implementation of SalesLogix.
Group (ATG)             Global CRM integration
                                                                      PM for implementation of Crystal Report reporting tools to integrate reporting and
Director, Global        Sales Training & Development                  forecasting for SalesLogix, Oracle Financials, and Applix. PM for deployment of
Inside Sales & Sales    RFP Process Management                        RFP/Proposal Management solution.
Operations                                                            Developed a Sales and Service Training & Certification “Boot Camp”. Cut traditional
                                                                       learning curves and employee ramp-up by as much as 50%.

OPUS360                 VOIP implementation                          PM overseeing selection and deployment of primary Call Center technologies including
                                                                       email management and early VoIP based telephony system. Established new Sales
Project Manager         Sales Operations                              Compensation model and Inside Sales Program

                        SFA Deployment                               Personally designed and wrote a Sales Performance and Pipeline Analysis Application
Aspen Law &             Sales Process Engineering                     managing and analyzing data for over 250,000 accounts and 2000+ products.
Business                                                              PM for sales process engineering project to establish consistent account and territory
                        Order Processing and Fulfillment (sales       management practices. Developed, more efficient order processing solutions. Reduced
Director of Sales        side)                                         customer shipment timeframes by 20%.
                        Mergers & Acquisitions                       Sales & Data operations due diligence for two multi-million dollar acquisitions.

ON Technology           Manufacturing / Supply Chain                 Took company from mailroom fulfillment to an international manufacturing and fulfillment
                                                                       operation supporting growth from $3M revenue to $9M revenue in three years. Developed
Global Production       Global Order Fulfillment                      MRP & JIT fulfillment process and procedures.
and Product
Fulfillment Manager     Call Center Operations                       PM for development of the internal and outsourced call center operations for direct and
                                                                       catalog response sales & services.
                       Access, Project, Visio, SharePoint. Windows Server 2003 & 2008, Nortel Meridian CS12000, Symposium/Call Pilot/OTM, Aspect 9.3,
Systems &
                       NICE, Campaign Enterprise 9, emailtopia RM, Kana Response, IBM OmniFind Discovery, KB.net, Remedy, SalesLogix, ACT!, Envision
Applications
                       Click 2 Coach, Talisma Chat, Live Person

				
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