Marketing Strategy 2-4 examples
James Ploof
16356 N. Thompson Peak Parkway ( Scottsdale, AZ 85260 ( (602) 460-9433 ( jimswebemail@
Senior Systems Engineer/Crystal Reports Developer
Areas of Emphasis – Software and System Operation, Administration & Maintenance
IT Analyst/Crystal Reports Developer with more than 11 years of industry experience seeking a new opportunity. Extensive experience working directly with clients and Business Analysts/Business Intelligence teams to define needs and develop and implement solutions. Well-developed skills overseeing the implementation, administration, testing, troubleshooting, and maintenance and support of software applications. Dedicated leader with excellent communication skills and a proven track record of success creating customized reports, reviewing application and system limitations, and implementing solutions that improve the capability and efficiency of business processes.
Areas of Expertise
Software Application Support
Gathering BI Requirements
Analyzing Software Analytics
Crystal Reports
Collaborating with Business Analysts
Creating Customized Reports
Maintenance and Support
BI Technology Stack
Software Implementations
Professional Experience
SWIFTPAGE, Scottsdale, AZ April 2013 – Present
A digital marketing company that provides a variety of services to help businesses grow, including e-mail marketing, social media marketing, and customer relationship management solutions.
Senior Systems Engineer – Internal Business Applications Team Lead(April 2014 – Present)
• Provide customized application design of the Saleslogix CRM application that supports 4 offices and more than 300 employees.
• Supervise and mentor 4 direct reports.
• Collaborate internally with Business Analysts and the Executive Leadership Team to gather business requirements.
• Analyze processes, applications, and user requirements to define needs and automate or improve existing systems and infrastructure.
• Identify, troubleshoot, and resolve problems related to systems and/or operations.
• Research and review system capabilities and limitations, make recommendations, and implement solutions.
• Develop software using C# and Javascript on an platform.
• Perform application and system maintenance and participate in software planning and replacement.
• Manage CRM configuration, updates, testing, installation, troubleshooting, and maintenance.
Key Accomplishments
• Successfully upgraded the internal environment and functionality of the Saleslogix CRM, resolved multiple defects, and developed multiple new feature sets and functions.
• Managed and oversaw all aspects of the TIBCO Spotfire Advanced Analytics internal implementation that supported Business Intelligence (BI) requirements.
Software Consultant/Application Developer and Support Specialist (October 2013 – April 2014)
• Collaborated with clients to understand and define needs, develop and recommend solutions, and plan for implementation and integration of solutions into current business processes.
• Assisted clients with upgrades to their existing Saleslogix CRM environments and with the implementation of new environments.
• Gathered business requirements and assisted with the transition from other platforms or to extend the functionality of their current CRM product to meet their business needs.
• Performed customized development work using Visual Studio, JavaScript, HTML, XML, and CSS.
• Worked directly with internal Sales Engineers to implement and deploy environments used for demonstrations during sales meetings with potential new customers.
• Developed, integrated, and supported information systems, programs, databases, and applications.
Customer and Technical Support Analyst (April 2013 – September 2013)
• Provided technical software support for customers using Saleslogix CRM software.
• Performed root cause analysis, troubleshot complex issues, and provided resolutions for software issues.
• Troubleshot software performance problems using VMware, WebEx, Fiddler, Firebug, Wireshark, SQL Server Profiler, ProcMon, and PerfMon to identify issues with IIS, SQL Server, and the customer’s software environment.
• Served as Lead for Saleslogix implementation and support of TIBCO Spotfire Advanced Analytics.
Key Accomplishments
• Achieved a more than 90% satisfaction rating with customers.
• Won Above and Beyond Award for designing and implementing the call flow for the LiveOps telephony system for the Saleslogix division.
TESTAMERICA LABORATORIES, INC., Phoenix, AZ August 2000 – July 2011
A leading environmental testing firm with more than 90 locations throughout the United States.
Software Support Specialist/Crystal Reports Developer (January 2009 – July 2011)
• Performed a software upgrade of the company’s internal Laboratory Information Management System at more than 20 different facilities.
• Researched and reviewed application and system capabilities and limitations, made recommendations, and implemented solutions.
• Provided technical and analytical support to Business Intelligence Reporting Analysts.
• Drove reporting, analysis, and predictive modeling activities and identified value-added analysis projects.
Key Accomplishments
• Processed and tested hundreds of customized applications and Crystal Reports to ensure conversion compatibility.
• Converted and redesigned more than a dozen internal applications and hundreds of highly customized reports.
• Achieved a resolution rate of 95% for more than 1,000 Tier 2 help desk support tickets during the conversion process.
Application Developer (January 2005 – January 2009)
• Collaborated with multiple internal departments and management to design, implement, and maintain custom software solutions.
• Developed application solutions for multiple internal departments, including Human Resources, Quality Assurance, Sales, Finance, and Project Management.
Key Accomplishments
• Designed a custom suite of Project Management tools that increased client report turnaround times by 20%.
• Automated critical financial reporting tasks that reduced production time by 50% and increased data integrity.
Network Administrator (August 2000 – January 2005)
• Administered network servers and databases and troubleshot and resolved issues with PC’s, laptops, printers, and peripherals.
• Performed hardware and software upgrades and provided local and remote support for multiple facilities.
Technical Skills
Saleslogix CRM | CRM Design, Maintenance, Implementation, and Support | Crystal Reports | SQL Server 2005, 2008
Visual Basic, VBA, VBScript, | Microsoft Visual Studio | SQL, SSRS, SPL | SQL Enterprise Manager
Switches, Routers, Printers | VPN, SSH, VMware, Citrix | LAN, WAN, TCP/IP, DNS, AD
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