System Administrator Salesforce Resume by tds58308

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									                                          PETER BENDER
                  1628 Cedar Street, Berkeley, California, 94703 ● 510-621-3006
                            User-Friendly Services, Business-Friendly Solutions

                         Certified Expertise
Experienced analyst, developer, & leader focusing on implementation, integration,
enhancement, & data management. Demonstrated strengths in hands-on leadership of high-profile
development projects and automating business processes efficiently. Specialist in data migration,
ETL and scrubbing. Skilled at delivering creative, low-cost solutions for growing enterprises.

                  3 Certifications • Detail-Oriented • Hands-On
      Professional Services Experience • Leadership History • Technical/Functional Balance

                                SALESFORCE.COM EXPERIENCE
30+ clients and growing, 50%+ as new implementations including data migration Consulting  Berkeley, CA  2008 to Present
Professional services delivering solutions.

Senior Consultant  EXPONENT PARTNERS, SF, CA  2008 to Present
Professional services delivering solutions for non-profits & foundations.

Software Architect & Analyst  TAPROOT FOUNDATION, SF, CA  2007 to Present
Professional services delivering pro bono donor/grant management and CRM solutions to non-

     Replaced spreadsheets & paper with complete business management system including
      online recruiting, business development, & alumni management. Integrated custom
      triggers for enhanced automation.
     Built Visualforce & Google Chart templates allowing management to visualize previously
      inaccessible pipeline summaries, replacing manual counting & export processes.
      Featured ability to easily replicate and modify charts for future flexibility without coding.
     Constructed dynamic call scripts for sales & service with Informavores/Visual Process
      Manager creating efficient data entry, a nimble change process, and detailed call
      analytics. Integrated background order processing with third-party billing system (Aria).
     Client needed to regularly import & update records from many sources, building a
      database of hundreds of thousands of leads. Created a series of import processes with
      strong documentation allowing non-technical staff to maintain data integrity. Enabled
      consistent rebates on lead purchases and lowered cost of email campaigns through multi-
      stage deduplication.
     To support online referrals & track progress, integrated FormAssembly with Salesforce
      allowing marketing staff to easily make process modifications themselves for < $30/month,
      eliminating hefty portal per-user licensing fees.
                          PETER BENDER  Page 2 
                           User-Friendly Services, Business-Friendly Solutions

                                  SELECT PREVIOUS ENGAGEMENTS

Manager of CRM Systems  EARTHLINK, SF, CA & Atlanta, GA  2005 to 2008
Directed the activities of 12 staff and consultants in 4 locations in designing, customizing, and
supporting new and legacy CRM-related systems. Forecasted demand, approved projects, managed
cross-functional expectations, analyzed impacts of other IT initiatives, and set priorities.
     Implemented and heavily customized pre-release version of SAP CRM ICW to fit unique
      business model and support >2M customers. Integrated ESB and created universal user
      interfaces encompassing multi-vendor interactions. Launched successful pilot.

Technical Lead, Web Development Mgr, CRM Mgr  PEOPLEPC, SF, CA  2000-2005
Managed development, functionality, and support for home-grown, web-based CRM and related web
technologies. Assessed needs for and defined functionality of call center tools & CRM.
     Developed custom web-based, CRM lauded by agents as one of the best they had ever
      used. Enabled low AHT and high FCR through highly efficient user interface requiring
      minimal clicks. Supported J.D. Power Award-winning services of approximately 500
      agents and 1M customers on a platform maintained by less than three programmers.
     Performed call center process evaluation to observe and report on functionality, call flow
      efficiency, and effectiveness of tools, using the results as the basis of continuous process
      improvement in the midst of new project initiatives.
     Lead a consultant team of 10 through development and pilot launch of a novel CRM
      platform (“Octane”) to support 1,000 concurrent users in multiple worldwide call centers
      & languages.

DB Admin & Developer  HEWLETT-PACKARD, Cupertino, CA  1999
Produced database, application design, and system documentation for internal web-based SFA app.

Business Analyst & Application Architect  APS INTERNATIONAL, Minneapolis, MN  1999
Conducted needs analysis and delivered custom business management system encompassing
approval processes, data security, reporting, & CRM.

                                        FORMAL EDUCATION
                            B. A., Carleton College, Northfield, Minnesota

                                          CERTIFICATIONS Administrator, Developer, Consultant, ITIL Foundations
                                     for IT Service Management

  SaaS, HTML, SQL, SOQL,,, ETL, Visualforce, S-controls, Apex, javascript,
   Google Charts, Excel, Access, DemandTools, DupeBlocker, PeopleImport, InformaticaOnDemand,
  FormSpring, FormAssembly, VerticalResponse, data loader, Visual Process Manager, Informavores,
                              workflow, validation, formulas, MS Project

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