Pre-sales (solution) engineer with several years of experience providing solution recommendations to large global enterprises for CRM, App Development, Marketing, Customer Service, Field Service, Customer/Partner Engagement, Connected Devices and Analytics. Prior experience with technical implementations focusing on CRM, business intelligence, marketing and web applications in the insurance, healthcare & pharmaceutical supply chain, telecommunication & legal services industries. Major projects/implementations: enterprise-wide CRM implementation; electronic signature and document management system implementation; automated data interchange for sharing customer information with third party business partners; custom web based sales report platform; auditing system for pharmaceutical and medical supply purchase transactions; Responsibilities include: pre-sales, sales engineering, technical sales, software consulting, agile software project management, third party software assessment, user interviews, business process re-engineering, report development Technical skills include: Salesforce, Microsoft Dynamics CRM, SQL Server, SQL Server Reporting Services, IBM Cognos Business Intelligence

Lead Solution Engineer @ Responsible for presenting product offerings and architecture in the best light to prospects and customers, to evoke confidence in company’s technology infrastructure, and removing all technical objections in the sales cycle. Leverage technical and/or sales skills, including the ability to solicit business requirements, develop a technical sales strategy, configure and effectively demonstrate the solutions that address these requirements and provide business value. Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate–and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our more human, less corporate culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. From May 2014 to Present (1 year 8 months) Greater New York City AreaCRM Consultant @ Slalom Consulting is a business and technology consulting firm that delivers solutions through a national network of 14 local offices across North America. Slalom Consulting brings together business and technology expertise to help companies drive enterprise performance, accelerate innovation, enhance the customer experience, and increase employee productivity. Slalom Consulting’s Customer Management Practice (CRM) helps clients build intimate and authentic relationships. We have deep business and change management expertise that enables us to guide our clients to more successful implementations through improved user adoption. And our focus on user experience enables us to extend and build compelling and intuitive interfaces. Project: Microsoft Dynamics CRM 2013 implementation for global insurance company Upgrade from Dynamics CRM 4.0 Responsibilities: Product owner for scrum project Project management Business analysis Requirements gathering Business process design Systems analysis From August 2013 to May 2014 (10 months) Greater New York City AreaSenior IT Project Manager @ - Managed the design, business processes & implementation of a Customer Relationship Management (CRM) system of over 2,000 hospital accounts and suppliers for 100+ users. - Developed various reports on medical supplies purchases of hospitals and CRM data with IBM Cognos v8.4. From September 2010 to August 2013 (3 years) Greater New York City AreaSenior IT Project Manager @ Project Management - Managed the design, business processes & implementation of Dynamics CRM 2011 with over 60,000 customers and suppliers records for 200+ internal and external users. - Managed the design, business processes & implementation of an enterprise-wide document management system to be utilized within the CRM system for document creation, storage, and approval workflow. - Evaluated and managed 6+ third party vendors that extend functionality of Dynamics CRM Business Analysis - Interviewed and worked closely with various business units to improve business process and ensure business needs are met. - Created business requirements, business process maps and use cases for various projects - Re-engineered business processes of internal operations departments - Developed custom reporting platform with data from membership, pharmaceutical wholesaler transactions, and proprietary transactional auditing system while using IBM Cognos Business Intelligence v 8.3, 10 - Designed Microsoft SQL Server data warehouse tables Report Development - Created ad-hoc SQL queries to analyze various data in SQL Server 2008 - Prepared Quarterly Business Reports for members, including narrative sections - Analyzed member audit reports on behalf of Account Managers and Regional Sales Managers From February 2008 to August 2013 (5 years 7 months) Greater New York City AreaBusiness Analyst @ Member of the Communication and Media practice. * Work with project manager and project team to support analysis development to identify business issues, solution requirements and related benefits * Assist with client presentations and other deliverables. * Develop project status reports, project issues, risk, change reports, meeting minutes, maintaining project working papers, assisting with project plans. * Engagement (Project) control, providing project financial management and developing invoices, spend plans From November 2007 to February 2008 (4 months) Greater New York City AreaCall Center Trainer @ • Supervise, mentor and track job performance of over 30 customer service reps. • Identify training opportunities to increase job knowledge and customer satisfaction. • Rectify ongoing issues related to billing and/or technical issues for our customers. • Update all reps of daily area wide issues, new policies, products, and procedures. • Provide overall support and leadership to a section of call center consisting of over 60 customer service representatives. From September 2005 to November 2007 (2 years 3 months) Greater New York City AreaLegal Analyst @ • Index pertinent case information regarding over 200 cases using Access and Excel. • Assemble database of all case files of 7 private practitioners on a central server for further legal research. • Legal research on various legal issues, i.e. Illegal Search and Seizure; Speedy Trial. • Trial Assistant, i.e. US v. Maurice Roberts; People v. Saul Gomez. • Liaison with judge’s chambers, assistant district attorneys, correctional facilities, clients and etc. From September 2003 to February 2006 (2 years 6 months) Greater New York City AreaAssistant Treasurer @ • Managed Access database of 500+ members. • Maintain Excel and Quickbook records of membership dues payments. • Prepare bi-weekly reports of membership and income/expenses reports directly to the President and Treasurer. • Create mailing and attendance list for annual bar meetings. From January 2004 to September 2005 (1 year 9 months) Greater New York City AreaCamping Analyst @ • Qualified over 3,500 camping applications for 1,200 available confirmations. • Administered daily Crystal Reports, Access Record and Excel spreadsheets of application status and availability. • Coordinated camping departure and arrivals at NYC bus terminals. • Communicated with neighborhood liaisons, camp counselors, and other staff. • Served the needs of parental inquiries. From May 2003 to August 2003 (4 months) Greater New York City Area

Bachelors of Science, Busines & Technology Management: Financial Track @ The Polytechnic Institute of New York University From 2002 to 2006 Pennsauken High School From 1998 to 2002 Felix Santiago is skilled in: Salesforce.com, CRM, Business Process, Enterprise Software, Business Intelligence, Sales Engineering, Business Architecture, Enterprise Solution Sales, Enterprise Architecture, SaaS, Cloud Computing, Project Management, Business Process Improvement, Business Analysis, Microsoft SQL Server