Summary
Overview
Work History
Education
Skills
Certification
Timeline
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J. Scott Roan

Information Technology - Salesforce
Safety Harbor,FL

Summary

Energetic and self-motivated executive leader with over twenty years’ experience with a focus in IT. Working as a consultant overseeing all facets of IT including infrastructure, software development, and vendor evaluation/negotiations to keep IT in line with the company’s goals and strategic plan. Extensive experience with implementing Salesforce and managed packages to the Call Center, Customer Service Center and the 135 individual locations within the Ideal Image network for both corporate and franchise. Completed the Data Warehouse build out with MS Azure and moving servers from the data center into a fully cloud infrastructure. Possess an in-depth understanding of emerging technologies and strong process improvement skills. Seasoned professional responsible for multimillion-dollar network, computer system/application deployments and support, software development, budgeting/forecasting, financial reporting.

Overview

37
37
years of professional experience
2
2

Salesforce Certifications

Work History

SR Delivery Lead - for IQVIA

Kai-Tech
04.2021 - Current
  • For IQVIA, Office of National Statistics and Oxford to provide COVID-19 testing and patient survey data that is being obtained via Study Worker visits to home
  • Migrated the Salesforce implementation from FSL to a digital experience to reduce costs by having testing kits delivered to the home and returned by the participants via the Royal Mail
  • We migrated over 95% of the participants from in person visits to the digital experience and collected ~290,000 tests and survey completions per month allowing significant cost savings for the program to continue through the year
  • Oversaw the third-party SF vendors and internal teams which included the development team (Product Owners, Scrum Masters, Architects, Developers, QA, Environmental Management and Production Support), Data team (SQL Server Architects, Developers) and BI team
  • Project 1: Review of Lead Capture to Surgery customer flow process for a plastic surgery company
  • The engagement included review of their current phone system routing, Salesforce implementation, department staffing models to best build the underlying foundation to enhance the customer experience with the brand
  • This project is on-going and has the potential to increase the company revenues by 15%-35% while increasing the guest experience throughout the process
  • Project 2: Data integration and process flows between the client; 3rd party financing and internal business processes.

Program Manager

Kai-Tech
05.2021 - 11.2021
  • Implemented best practices and change management processes for a large organization who stood up on COVID testing process in conjunction with the UK government, Office of National Statistics and Oxford to collect and manage new protocol changes for tracking and segmenting COVID testing results., for Ideal Image (1000+ employee, 150 locations with revenues over $300 million) ensuring IT efforts are aligned with the business
  • Major Projects completed
  • Migration from internal custom application running all major functions of the business to Salesforce
  • (Service, HVS, Omni-Channel, Digital Engagement (Email, Chat, SMS), CPQ, DocuSign, Community, Chatter), Chargent
  • Managed the roll out of Salesforce within the call center including development, QA, training, and deployment
  • Managed development process and data migration from existing custom build MedSpa system into Salesforce
  • Created the roll out plan to 145 remote locations across the U.S and Canada to train, migrate and deploy Salesforce to each corporate and franchise location over a 9-month period with “no hit” to revenue at the center level
  • Completed Data Warehouse buildout within MS Azure enabling the business view dashboards and allowing analyst access to run and digest their own data for rapid business analysis and decision making
  • Replaced CCASS and UCASS phone systems to cloud based system utilizing Five9 and Zoom allowing for remote workers
  • Remote workers and a remote selling process allowed the business to flourish during Covid-19 and protect the company’s revenue
  • Led the implementation of combining Salesforce, Five9 and Zoom to set up remote consultation initiative to enable remote sales out of the individual locations
  • Enabled the company to continue selling even with local centers being closed
  • Oversaw the movement of all data center physical service into MS Azure
  • Ideal Image has 100% of all critical system running in the cloud
  • Managed all I.T
  • Vendor negotiations and renegotiations as needed through the pandemic
  • Led combined vendor management for all locations providing cost savings and ease of management

Technology Transformation Consultant

Kai-Tech
Tampa, FL
04.2021 - 11.2022
  • Evaluated current business processes and recommend enhancements to their Salesforce solutions for Call Center, Customer Service, Phone System and email/texting solutions. (Service Cloud, Marketing Cloud, CTI, RingCentral, Email and texting integration)
  • Oversaw the project build out and implementation which saw immediate increase in conversion rates across the prospect and sales funnels.

Sr. Program Manager - Ideal Image

Kai-Tech
04.2021 - 06.2021
  • Utilizing SF API calls to the 3rd Party financing program to bring the status of the loan application into view for field personnel, accounting, and the customer
  • The current 1-million-dollar monthly exposure and efficiencies was reduced to 0
  • Project 3: IT Development team review and change management towards a Center of Excellence (CoE).

Chief Technology Officer

Ideal Image Development Corp
07.2015 - 04.2021
  • Implemented Salesforce to replace current custom coded technology in both the call center and all 135 local centers across the country. (CTI - Five9, Service Cloud, High Velocity Sales, Chat, CPQ, Chargant, Inventory, Docusign) and set up full integration with NetSuite.
  • Moved on-premise IT infrastructure into the cloud and built out the data warehouse.
  • Managed company-level architecture, platform and data configuration processes and implementation protocols.
  • Laid out complete business continuity plan to maintain data protection in event of natural disaster or long-term outage.
  • Completed and submitted monthly and yearly reports to support executive decision making.
  • Improved Salesforce program delivery performance and reliability.
  • Coordinated third-party vendors and client IT teams to seamlessly deliver effective solutions.

President

Code Solutions, Inc
11.2013 - 06.2015
  • Provide CIO Consulting Services: Software Evaluation, Software Architecture/Development through Network Backup and Disaster Recovery
  • Advance Medical Technologies, BISCI, Relias Learning, Ideal Image Development Corporation
  • Member of the Ideal Image Executive team consisting of the President, the key senior directors (Accounting, Finance, Medical, Legal, Marketing and Sales executives) providing technical advice and solutions as the business needs of the company changes
  • Provide Software development in Microsoft .Net, SQL Server to Ideal Image’s core application consisting of the following modules
  • Inquiry – leads
  • Patient Information
  • Product Sales – taxes across different entities across multiple US states
  • Service Sales – (LHR, Wrinkle Relaxer, Fillers, Ultherapy, etc.)
  • Appointment Scheduling
  • Provider Utilization
  • Commission sales for new guests and up sales
  • Reoccurring billing monitoring
  • Reminder / confirmation emails
  • Quote system
  • Journal system (Invoice, Sales, Credits, Deferred Rev, Deferred Warranty Rev, etc.)
  • Reporting system
  • Administration / Security /
  • ADS – Financing integration
  • Work with E&Y developing solutions for Ideal Image to ensure validity in meeting SARBOX / HIPPA rules to ensure proper financial reporting
  • Software Product Evaluation – Regenerative Medicine Company / Lung Institute
  • Evaluated multiple hosted CRMs to provide a solution to meet the business needs of the company while ensuring it can be managed by their internal staff
  • BISCI – IT staff evaluation / System evaluation
  • Evaluated current business systems and personnel to provide recommendations around integration points between internal system and with external vendors
  • Evaluated current staff skill sets as compared to current and future business requirements
  • Worked with the I.T
  • Team to create a DR test plan
  • VectorLearning.com / RedVector.com / Care2Learn.com / CiNet.com

Vice President of Software Development

Microsoft
11.2007 - 11.2013
  • Member of the Executive team consisting of the CEO, COO, and Five Vice Presidents responsible for defining the company vision and mission, strategic planning, budgeting, and addressing company-wide issues
  • Manage the main application which supported over a million users, $8 million in B2C transactional revenue and $25 million in B2B revenue
  • It supported more than 1 million users and 2.5 million 1 hour plus course completions per year
  • Acted as the Product Manager meeting with Customers, Account Managers and Salespeople to prioritize the feature list to obtain the highest ROI on the software development teams release efforts
  • Participated in obtaining Private Equity due diligence processes in order to bring on $30 Million in capital funds to continue organic and growth through acquisition
  • Performed due diligence target acquisitions Infrastructure and Software development processes
  • Managed the technical transition team to plan and implement the migration of different systems into VectorLearning’s processes and procedures (Custom Software (LMS), Sales Force to MS CRM)
  • Created and refined numerous company and departmental and cross departmental policies, procedures, and processes to create a more efficient, scalable, and productive company
  • Instituted a more formal Software Development Life Cycle (SDLC) using a hybrid Agile methodology utilizing Team Foundation Server, Test Manager, Visual Studio 2010, and Jira
  • Directly managed the12-person team supporting applications and people across the organization (, CRM, ASP, Oracle, C#, ASP.NET, SQL Server 2000, 2005, 2008)
  • Lead the team overseeing the Transition Services Agreement (TSA) to move our internal infrastructure consisting of Care2Learn over to Relias Learning
  • Transitioned the entire hardware environment, 600 clients and all assets occurred without any downtime
  • Reviewed all 3rd party agreements, switched vendors, renegotiated contracts, and outsourced services
  • VectorLearning.com / RedVector.com / Care2Learn.com

Director of Software Development

11.2006 - 11.2007
  • Took over a failed web application and recruited, hired, and led a group of developers to salvage the core LMS application for RedVector.com and brought the application live April 2007 (C#, ASP.Net, Web Forms, SQL Server 2005), RedVector.com bought Care2Learn April 2007 and we reviewed the differences in functionality of the 2 systems and built new features into the RedVector LMS to support 2 separate verticals hosted on a single code base saving millions of dollars in development and maintenance costs
  • Migrated over 400 clients in 9 months from the Care2Learn LMS to the RedVector LMS with increased customer satisfaction and no client attrition.

Application Development Manager

Ideal Image Development Corporation
04.2004 - 11.2006
  • Took over new CSLA windows based .net application built by a Tribridge
  • Managed a small team which implemented new features and ran franchise migrations from MS Access application (VB.NET, SSRS, SQL Server 2000)
  • Met with franchise owners and user to gather business requirements around new requested features: Journals, Deferred Revenue, Revenue, Guest Transfers, Point of Sales, Web Marketing, Email Marketing, and integration with PayPal
  • Created new onboarding processes for new locations going from 8 to over 50 in just 2 years.

Application Development Manager

eMason / Fidelity National Default Solutions
05.2001 - 04.2004
  • Designed and Developed a Business Process Management application to handle the different steps associated with Foreclosure and Bankruptcies
  • Migrated an internal Foreclosure and Bankruptcy application used by law firms from MS Access to SQL Server (MS Access 2000, SQL Server 2000, ASP.NET, VB.NET)
  • Enhanced the internal document management system for audit trails and storage within the system.

Divisional Manager

TransWorld Diversified Services
02.1998 - 05.2001
  • Career Builders was a for profit computer software training division of TransWorld Diversified Services)
  • Manage 6 trainers across two locations providing computer training in MS Project, MS Access, MS Word, MS Excel, JavaScript, HTML, Word Perfect and other basic software application to our clients.

Sr. Technical Recruiter

TransWorld Diversified Services
04.1996 - 05.1998
  • Recruited, interviewed, and staffed computer professionals throughout the Tampa Bay area.

Nuclear Reactor Operator (Electronic Technician)

United States Navy
01.1988 - 01.1996

Education

Salesforce Certified Administrator -

2022

Salesforce Certified Platform App Builder - undefined

2022

Certified Scrum Master - Agile Software Development Methodology - undefined

2012

MCAD - Microsoft Certified Application Developer - undefined

2004

Skills

  • Strategic planning
  • Customer service/support
  • Outsourcing/offshoring
  • Vendor evaluation/negotiation
  • Data integrity/security
  • NetSuite, Ultipro, Kronos, Zoom
  • ROI/TCO analysis
  • Salesforce full Call Center Implementation
  • Salesforce Customer Service Implementation
  • Salesforce Center and Software development
  • API, Dell Boomi, Informatica and Azure Data Factory
  • Five9 implementation
  • Project/Product management
  • Disaster recovery planning
  • HTML
  • SDLC Agile Scrum
  • Microsoft CRM / GP
  • SharePoint
  • Data Warehousing
  • Power BI / Dashboards
  • Technical Expertise
  • Salesforce Service, CPQ, Digital Engagement, CPQ,
  • Chargent, DocuSign, Drawloop, Communities, Reporting
  • Microsoft VBNET
  • ASPNET
  • MS SQL Server 2000, 2005, 2008
  • SSAS, SSRS, Data Warehouse, Business Intelligence
  • Net Framework 10 – 45

Certification

Salesforce Certified Administrator

Salesforce Certified Platform Developer

Scrum Master Certification

Expired Certifications:

Microsoft .Net certified developer

MOUS – Microsoft Office User Specials Master Certified and Certified Instructor 2001

Timeline

Program Manager

Kai-Tech
05.2021 - 11.2021

SR Delivery Lead - for IQVIA

Kai-Tech
04.2021 - Current

Technology Transformation Consultant

Kai-Tech
04.2021 - 11.2022

Sr. Program Manager - Ideal Image

Kai-Tech
04.2021 - 06.2021

Chief Technology Officer

Ideal Image Development Corp
07.2015 - 04.2021

President

Code Solutions, Inc
11.2013 - 06.2015

Vice President of Software Development

Microsoft
11.2007 - 11.2013

Director of Software Development

11.2006 - 11.2007

Application Development Manager

Ideal Image Development Corporation
04.2004 - 11.2006

Application Development Manager

eMason / Fidelity National Default Solutions
05.2001 - 04.2004

Divisional Manager

TransWorld Diversified Services
02.1998 - 05.2001

Sr. Technical Recruiter

TransWorld Diversified Services
04.1996 - 05.1998

Nuclear Reactor Operator (Electronic Technician)

United States Navy
01.1988 - 01.1996

Salesforce Certified Administrator -

Salesforce Certified Platform App Builder - undefined

Certified Scrum Master - Agile Software Development Methodology - undefined

MCAD - Microsoft Certified Application Developer - undefined

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J. Scott RoanInformation Technology - Salesforce