Experience

• 

  eVerge Group

  • Plano, TX / Freeland, MI

  • Senior CRM Solutions Consultant

    • Nov 2013 - Present
    • Plano, TX / Freeland, MI

    Provide highly specialized consulting services around the Oracle Service Cloud and Salesforce.com platforms to support implementation, upgrades, design, production support, sales & proposal support, as well as many other tasks.

• 

  Lickly Solutions LLC

  • Freeland, MI

  • Owner / Principal Consultant

    • May 2013 - Present
    • Freeland, MI

    Specialized development of IT solutions through the utilization of Microsoft Excel, VBA, and Visual Basic functionalities. Troubleshooting and enhancements to existing Microsoft Office based applications and processes.email: [email protected]

• 

  General Dynamics Information Technology

  • Washington D.C. / Freeland, MI

  • RightNow Configuration Specialist

    • Aug 2013 - Oct 2013
    • Washington D.C. / Freeland, MI

    Variety of tasks around the RightNow CX platform• Hands-on work configuring, customizing and implementing • Works with business analysts to define requirements which correctly address business problems and provide sufficient detail to drive the proposed solution• Prepare, write and review documentation for programs and systems

• 

  The Dow Chemical Company

  • Midland, MI

  • Consultant for Lickly Solutions LLC

    • Mar 2013 - Jul 2013
    • Midland, MI

    • Design new and update existing Microsoft Excel based financial tools for one of the global business unit financial teams to improve efficiency and accountability for monthly statements• Facilitate continued improvement of team members around Microsoft Excel by providing training and guidance on more advanced system functionality

• 

  Dow Corning

  • United States
  • Chemical Manufacturing
  • 700 & Above Employee

  • Oracle/RightNow System Administrator

    • Oct 2009 - Jan 2013

    • Create, manage, and define global processes for Analytics, Inquiry Management, Customer Feedback, and Knowledge Management/Knowledge Base programs using the Oracle/RightNow system.• Responsible for developing training and providing documented literature on defined processes globally, including working with regional sub-teams to ensure translations and training teams where appropriate.• Responsible for leading the on-going development of new workflows and processes to improve all operations using the Oracle/RightNow system.• Work with corporate Knowledge Management (KM) teams to design and improve processes to capture knowledge articles and assign appropriate levels of security based on knowledge type.• Work with Customer Service teams to ensure that the Oracle/RightNow system is used to its fullest potential and to help coach on proper responses and workflows for said Customer Service teams based on previous positions and experience.• Work with SAP/CRM team to ensure proper synchronization of selected data between SAP/CRM and Oracle/RightNow.

  • Market Sales Leads Management / Senior Technical Support Specialist

    • Jan 2005 - Oct 2009

    • Evaluated, managed, and harvested new sales and growth opportunities for existing products / new applications within the SAP/CRM system.• Worked with channel partners to set up and maintain monthly opportunity updates that ensured both Dow Corning’s SAP/CRM system and the channel CRM system remained in synchronization around shared growth opportunities.• Completed quarterly audits of sales data from channel partners to ensure that all opportunities and sales were documented and in the proper status.• Developed a workflow and Microsoft Excel based tool around channel price support reconciliation that reduced the time to do a full reconciliation from 1-2 days (depending on number of supports) to less than 15 minutes. This tool also uncovered improperly coded price support claims in excess of $500,000 in the first 4 months of use. (Received a “Customer Service Excellence” award for this work)• Worked with both end-customers and channel partners to ensure that the business need was captured and the recommended solution was viable and correct.• Worked at various industry tradeshows as a technical representative/consultant for both Dow Corning and attending channel partners.• Provided technical training on a number of product line offerings to various customer-facing teams.

  • Process Engineering Technical Specialist

    • Feb 1999 - Jan 2005

    • Performed process optimization experiments on existing products and processes in efforts to improve yield, reduce waste, and evaluate alternative chemistries and raw material suppliers.• Used Six Sigma / Design of Experiment (DOE) practices for various optimizations to ensure proper variables and factors were evaluated.• Performed various scale-up operations and adjustments in efforts to move optimized products/processes from lab scale to pilot plant scale to small production scale and finally to full production scale.• Ensured that proper safety protocols were followed for various labs within Process Engineering labs.• Worked with global teams to identify and were able to resolve product issues.

• 

  Hemlock Semiconductor Corporation

  • Hemlock, MI

  • Production Crewleader

    • May 1997 - Feb 1999
    • Hemlock, MI

    • Oversaw and managed operators in the process of manufacturing polycrystalline silicone for electronics and solar industries.• Responsible for building operation and safety of equipment and workers.• Assist in identifying and resolving quality related issues• Perform and oversee routine and yearly maintenance work

• 

  Dow Chemical

  • Midland, MI

  • Central Research Technician

    • Jan 1993 - May 1997
    • Midland, MI

    • Helped design an inline sensor for use in the Saran polymer manufacturing (before that business was to sold to S.E. Johnson)• Evaluated and modified surfactants (oil/water, water/oil, oil/oil) for various uses based on the desired interfacial rheology.• Developed along with team various sensors used for monitoring microbial concentration in a wastewater system and particulate concentration in batch system to achieve optimum levels.