Eric Bosken

832.660.6105

ericbosken (at) gmail.com

OVERVIEW

·        Progressive experience in participating in, leading, and managing all phases software implementations, including: initiation, planning, structure, construct, transition, and deployment, with a specific focus on CRM applications.

·        Worked for clients in higher education, pharmaceutical, manufacturing, insurance, waste services, computer networking, data services, and energy / utility industries.

·        Highly skilled at facilitating sessions defining user requirements, preparing design documentation, performing scopes, and leading functional teams of consultants.

·        Actively involved testing application and database security, analyzing both automated and manual workflow, and analyzing application-based segregation of duties.

·        An organized professional with excellent and interpersonal skills.

·        Project Management Professional (PMP)

·        PeopleSoft 8 CRM                     

·        PeopleSoft 8 Technology

PeopleSoft CRM 8 / 8.4 / 8.8 / 8.9 Sales, Support, Marketing, Order Capture, 360 Degree View and Helpdesk (Both HR and IT Helpdesk), PeopleSoft HR 8.3 / 8.8,  Vantive 8 / 8.2 / 8.5, PeopleTools 7.5 / 8 / 8.4,    Student Administration 7.5 / 7.6           

SKILL SETS

·        METHODOLOGY: Project Manager’s Body of Knowledge (PMBOK)

·        ERP: PeopleSoft 8/ 8.4/ 8.8 (CRM, CIS), SAP R/3, JD Edwards

·        OPERATING SYSTEMS: Windows NT, VMS, Unix, HP-UX

·        LANGUAGES: SQR, SQL, PeopleCode, VBA, Perl

·        RDBMS: Oracle, MS SQL Server

·        TOOLS: Application Engine, Crystal Reports, Component Event Model Workflow, Active Analytics Framework, Microsoft Office, Visio, and Project.

EXPERIENCE  (1999-current)

Internet Advertising Industry: PeopleSoft Upgrade from 8.9 CRM Order Capture to 9.0 CRM Order Capture Requirements and Design Phase

·        Functional lead, provided functional and project management assistance through the process of gathering requirements and designing a solution for an upgrade from PeopleSoft CRM 8.9 to 9.0.

·        Conducted project planning and scoping sessions, performed existing system analysis as well as future requirements assessment.

·        Provided client with a functional and technical design for the project going forward; provided resource estimates and project planning guidance for the Phase I and Phase II approach.

·        Provided extensive requirement and design documentation, included mock-up screens as well as process flow diagrams.

PeopleSoft 9.0 CRM

Higher Education Industry: PeopleSoft 9.0 CRM Order Capture and Order Capture Self Service Implementation

·        Functional lead, provided full lifecycle implementation support from concept through post-go-live support for PeopleSoft CRM 9.0 Order Capture / Order Capture Self-Service.

·        Conducted project planning and scoping sessions.

·        Conducted Functional Design Sessions. Developed Functional Design documents for implementation.

·        Conducted Configuration Design Sessions, and wrote extensive Configuration documentation focusing on the business process areas of Order Capture Self-Service.

·        Built project design around integration to JD Edwards Order management and inventory systems.

·        Provided functional assistance throughout build process to ensure that customizations met required functionality.

·        Provided ongoing production support for Order Capture / Order Capture Self-Service system after go-live.

·        Project completed successfully, and has resulted in over 50% increase in daily revenue, and several hundred percent increase in daily donations received.

PeopleSoft 9.0 CRM

Financial Transaction Services Industry: PeopleSoft 8.8 CRM to PeopleSoft 8.9 CRM Support and Order Capture upgrade

·        Functional consultant provided change, scoping, and process reengineering leadership.

·        Conducted Functional Design Sessions. Developed Functional Design specs for deltas between PeopleSoft CRM applications, including a mapping of to-be business processes.

·        Conducted Configuration Design Sessions, and wrote extensive Configuration documentation focusing on the business process areas of 360 Degree  View and Support Cases.

·        Worked to address production support issues relating to the integration of CRM 8.8 Order Capture with third party Inventory and Order Management systems.

·        Provided support in resolution of bugs / issues from Project Issues logs (both Production and Development issues).

·        Worked with small team of developers to provide quick resolution to ongoing issues.

PeopleSoft 8.8 (CRM), PeopleSoft 8.9 (CRM)

Utilities Industry: PeopleSoft 8.9 CRM HR HelpDesk Implementation

·        Functional architect helped develop a HR Call Center from ground up.

·        Conducted Functional Design Sessions. Developed Functional Design specs for company’s usage of PeopleSoft HR HelpDesk product, including a mapping ot to-be business processes into the CRM application flow.

·        Conducted Configuration Design Sessions, and wrote extensive Configuration documentation focusing on the business process areas of 360 Degree Worker View, HR HelpDesk Case, and Knowledge Base management.

·        Worked with client to develop future-state Business Process Maps in graphical format.

·        Worked with client to determine specific test-case scenarios.

·        Worked with developers to help resolve technical challenges, which arose during the build process.

·        Provided guidance to reporting team and developed cutom queries for extraction of client-specific data.

·        Assisted technical team by acting as a liaison between functional business users and developers who built the customizations.

·        Developed Application Security strategy at both functional and technical level, including specific default profiles and segregation of duties.

Pharmaceuticals Industry: PeopleSoft 8.8 CRM Implementation

PeopleSoft 8.8 CRM Implementation

·        Functional Lead on an implementation of the CRM product. Participated in the complete process from initial Scoping through Go-Live of Marketing, Telemarketing and CTI Integration modules in the first release. Eric brought expertise in the functional business requirements gathering, and served as a liaison between the business team and technical (development) team.

·        Developed preliminary fit/gap documentation based on functional requirements from original Request for Proposal (RFP).

·        Worked closely with project managers in the development of the overall project plan.

·        Conducted functional design sessions to match solutions to requirements, especially where additional programming was required to fill gaps.

·        Aided and guided in the preparation of Functional / Technical design documentation.

·        Worked with developers to help resolve technical challenges, which arose during the build process.

·        Coordinated efforts to work with CTI vendor (Genesys) to enable the PeopleSoft-delivered CTI Integration Points.

·        Used PeopleSoft CRM 360 Degree Customer view to access data across multiple CRM Modules as well as JD Edwards Order Management modules.

·        Worked with business team throughout the QA / Test development and execution. Provided solutions and workarounds as needed.

·        Provided guidance and knowledge transfer for Security – using Row-Level options for maximum data relevance.

PeopleSoft 8.8 (CRM)

Insurance Industry: PeopleSoft CRM Sales, Marketing and IT Helpdesk Implementation

·        Functional Co-Lead on an implementation of the CRM for Insurance vertical product. He participated in the complete process from initial Scoping through Go-Live of Helpdesk, Sales and Marketing modules in the first release. Eric led the project team in working with 360 Degree Customer View / Interaction Management to provide a unified view of the Customer-related data. He continued to play a key role in the design phases of the second release for Support and Order Capture modules as well as Enterprise Portal.

·        Developed preliminary fit/gap documentation based on functional requirements from original Request for Proposal (RFP).

·        Worked closely with project managers in the development of the overall project plan.

·        Conducted functional design sessions to match solutions to requirements, especially where additional programming was required to fill gaps.

·        Aided and guided in the preparation of Functional / Technical design documentation.

·        Worked with developers to help resolve technical challenges which arose during the build process.

·        Worked with business team throughout the QA / Test development and execution. Provided solutions and workarounds as needed.

·        Provided guidance and knowledge transfer for Security – using Row-Level options for maximum data relevance.

·        Helped the customer to deliver Sales, Marketing and Helpdesk rollouts on time and within budget.

·        Performed functional analysis and design for integration between CRM Order Capture and PeopleSoft Financials Order Management and Inventory modules.

·        Used PeopleSoft CRM 360 Degree Customer view to work across modules and enable a complete view of customer interactions.

·        Designed workflow processes for automated escalation of helpdesk cases (timeout workflow) using PeopleSoft’s Component Event Model (configurable workflow).

·        Helped configure and enable client usage of Solution Libraries for Helpdesk – this enabled the client to build a strong knowledge base.

PeopleSoft 8.8 (CRM)

High Tech / Data Transmissions Industry: PeopleSoft Implementation

·        Validated fit/gap documentation.

·        Worked with the business team and liasoned with the development team on the implementation of a highly customized deployment of PeopleSoft 8.4 CRM Sales. The customer is currently live on PeopleSoft 8.4 CRM Sales.

·        Worked directly with developers to ensure that solutions met business requirements.

·        Developed and implemented Application-Wide Security and Sales Security strategies.

·        Managed scope of project and ensured that late-breaking requirements did not sidetrack the overall project timeline.

·        Facilitated the QA process, working with the testers and developers in order to validate issues and prioritize them for the developers to resolve.

·        Designed the Sales workflow processes to follow a standard inside sales model, with specific rules, roles and responsibilities as well as event triggers.

·        Used PeopleSoft CRM 360 Degree Customer view to work across modules and enable a complete view of customer interactions.

·        Achieved target dates on time and within budget.

PeopleSoft 8.4 (CRM)

Waste Removal Industry: PeopleSoft Implementation

·        Developed an integration strategy between PeopleSoft CRM 8 and PeopleSoft CIS 8. Eric then worked as a functional consultant during the requirements gathering and construction phase of the project. Eric then rolled into the Conversion team where he used the PeopleSoft CRM 8.4 Upgrade Tool.

·        Developed an integration strategy, complete with detailed functional specifications.

·        Performed functional requirements gathering and business process mapping.

·        Performed fit/gap analysis of PeopleSoft CRM 8 and subsequently PeopleSoft 8.4 CRM for suitability to the business processes.

·        Used the PeopleSoft CRM 8.4 Upgrade Tool to analyze and develop a data conversion strategy from a Vantive 7.0 installation and a legacy billing system into PeopleSoft 8.4 CRM and PeopleSoft 8 CIS.

·        Developed and documented functional integration strategy for PeopleSoft 8 CIS with PeopleSoft 8.4 CRM, specifically focusing on the integrations with CIS’s billing, Orders and Inventory modules.

·        Developed functional design specs for managing single order entry into multiple fulfillment locations / business units, using the Order Capture module.

·        Developed and documented functional integration strategy for PeopleSoft 8 CIS with PeopleSoft 8.4 CRM.

·        Used PeopleSoft CRM 360 Degree Customer view to work across modules and enable a complete view of customer interactions.

·        Designed Corporate Hierarchy Tree structure strategy and recommendations.

PeopleSoft 8/ 8.4 (CIS, CRM)

Higher Education: PeopleSoft Student Administration Upgrade

·        Performed technical assistance on an upgrade from Student Administration 7.5 to 7.6 for a large university in California.

·        Validated migration of customizations, and modified code to ensure that custom objects did not conflict between source and target environments.

·        Performed data mapping and object modification between legacy admissions system and PeopleSoft 7.6 Student Administration.

·        Assisted with implementation of HTML Access for Student Administration 7.6 for student self-service access to their records.

·        Performed security analysis for self-service logins; verified access restricted to user specific information.

PeopleSoft 7.5/ 7.6 Student Administration

EDUCATION

·        BBA in Management Information Systems, University of Notre Dame

·        Trained on PeopleSoft 8 CRM Upgrade Tool, PeopleSoft 8 CRM, PeopleTools 8.1 Technical, PeopleSoft 8.8/ 8.4 CRM Deltas

·        Certified on PeopleSoft 8 CRM and PeopleSoft 8 Technology