Rory Boyer

roryboyer@gmail.com

·                     CRM professional with 6+ years of experience design, development, testing, training and implementation of Oracle Siebel CRM OnDemand.

·                     Acknowledged for capacity to tackle challenging issues; analyze viable alternatives and provide innovative solutions that reside well within clients’ financial and time frameworks.

Areas of Expertise

Customer Relationship Management Training Execution and Support Advanced Technical Troubleshooting Data Conversion

Business Process Technical Documentation User Interface Design Complaint Handling & Resolution

Design and Development Implementation Project Management Testing

Professional Experience

Inforte / Business & Decision — Chicago, IL

10/08 to 08/09

Senior CRM Consultant

Member of the Senior CRM Consulting group, working directly with a client base of Fortune 1000 companies that are implementing CRM technologies. Improving their understanding of customer behavior, successfully apply this insight to customer interactions, and continually analyze and fine-tune their strategies and tactics.

·                     Integration Lead for Lazard Asset Management migration from an existing Siebel On Premise FINS 7.8 implementation to the Oracle CRM OnDemand Financial Vertical.

·                     Functional Analyst responsible for requirements definition, fit/gap analysis, functional design definition, configuration and set-up.

·                     Definition and design of the reporting functionality required by the business users, setup and configuration of the Analytics reports and dashboards.

·                     Designed and developed customized solutions to meet advanced functional requirements and reviewed enhancements with users and project team.

·                     Prepared and presented technical documentation and training classes to end-users including advanced analytics courses.

Project Manager

Member of founding team of technology startup providing multimedia applications conceptualized and directed the development of advanced video solutions

·                     Managed team of programmers in the design and development of software applications.

·                     Led development and implementation of strategic plans and process improvements enabling rapid growth in business over a 6 month period.

·                     Developed all company marketing materials, including graphic design and web development.

Technical Recruiter / Account Manager

Specialized in the recruitment and placement of information technology professionals with a focus on programming and development positions ranging from Technical Support to Software Engineers and Web Developers.

·                     Conducted in depth interviews in person and over the phone, evaluated each candidate on their career goals, technical and interpersonal skills, experience, education and salary requirements.

·                     Created strategic relationships with hiring managers that included, presenting candidates, obtaining feedback and negotiating direct hire and job offers.

Senior Support Engineer

Member of senior support staff for Oracle / Siebel CRM On Demand hosted applications. Responsible for advanced research and troubleshooting, deep understanding of CRM and software implementation best practices, report on common problems and complaints, escalating hosted application defects and outages to the engineering departments.

·                     Maintained excellent client relations and service, based on outstanding communication, technical efficiency and problem-solving skills.

·                     Created and modified technical documentation, training manuals and FAQ’s for department knowledgebase.

·                     Demonstrated ability to analyze, evaluate, and provide innovative solutions to difficult customer business processes.

Education and Training

West Jordan High School — West Jordan, UT

9/94 to 6/97

Earned diploma; concentration in information technology

Training: Completed numerous courses and seminars in customer relationship management, business process, design and development, workflow, time management, leadership and customer support.

Certification: Siebel CRM On Demand 2006 Administrator

Skills and Technologies

Platforms: Windows and Mac operating systems

Applications: Microsoft Offices Suite, Adobe CS4 Suite including Photoshop, Dreamweaver and Flash

Hosted Applications: Oracle / Siebel CRM On Demand, UpShot Edition, Contact On Demand, Joomla 1.5 CMS

Languages: HTML, CSS, PHP and MySQL