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OLIVERHUME.COM.AU, Melbourne, Australia, Salesforce Program Director 10/2015–10/2016

Architectural and delivery governance across multiple complex Salesforce projects running concurrently.  Established processes to manage the full software development lifecycle (SDLC).  Salesforce partner selection and management.

SNAPSHOT: Report to: Board / Chief Financial Officer. Employer: Oliver Hume delivers sales, marketing, finance and asset management services to the property industry.

Role: Experience delivering Salesforce expert services reviews and managing complex software development programs involving led to this broad role establishing information system processes across the entire organisation.

Salesforce architecture, software development lifecycle and program delivery management:

  • Program director across ten active projects most of which involved Salesforce and integration
  • Recruited internal and managed internal team to support project requirement capture and delivery


DIRECTCONNECT.COM.AU, Melbourne, Australia, Salesforce Program Architect 4/2015–7/2015

Architectural governance leading up to a successful deployment of a highly customised enterprise solution built with The architecture integrated a large number of third party business partners using Mulesoft.

SNAPSHOT: Report to: Program Sponsor & Program Director. Employer: DirectConnect delivers services to people moving house through connecting utility services.  Part of Lumo Energy Limited which is part of Snowy Hydro Limited..

Role: Experience with vendor management and a track record of successfully delivering complex integrated business solutions built with led to this role supporting the project during the critical go-live deployment phase.

Salesforce integration architecture and program delivery in an organisation operating nationally:

  • Program architect during the deployment phase across all systems being integrated using Mulesoft
  • Stakeholder engagement to capture business requirements and go-live business priorities
  • Delivered integration architecture documentation
  • Technical advisor during and immediately after the cutover period to triage and prioritise defects
  • Supported Salesforce administrators and business leads root cause analysis and approach for defect resolution


AUSPOST.COM.AU, Melbourne, Australia, Salesforce Architect/Consultant 8/2011–7/2014

Architect for phase 2 of the CRM implementation used by over 1000 users.  The architecture incorporated significant customisation and integration with back-office systems.  Supported the design and planning process and liaised with architects from Post’s internal IT teams.  Advised as subject matter expert the Salesforce change control board.

SNAPSHOT: Report to: Chief Technology Officer. Employer: Australia’s Postal organisation which has embarked on a significant digital transformation program which includes leveraging the CRM platform support sales.

Role: Experience delivering complex integrated business applications with lead to a role within the CTO Office as a lead solution architect.  This role involved significant direct stakeholder engagement both from the business on requirements and from Post IT for bi-directional integration between Salesforce, the Australia Post Digital Mailbox and a range of back-office systems.

Salesforce design and architecture in a complex large national organisation:

  • Solution architect during the planning phase across all systems being integrated, including SAP
  • Salesforce architect during the design phase
  • Facilitation of business requirement gathering and validation workshops
  • Delivered presentations and guidance on best practice to the Enterprise Architect Council
  • Prototyped solutions in Salesforce including visibility to aggregated billed revenue tracked in SAP
  • Subject matter expert (Salesforce) on the Salesforce Change Control Board
  • Subject matter expert (Salesforce) on the Accenture team
  • Advisor to the team making business-as-usual change to Salesforce
  • Architected and developed solution enabling better reporting in Salesforce across multi-tier customers
  • Impact and risk assessment across varying architectural approaches to Salesforce extension
  • Worked closely with enterprise, domain, data and integration architects

DIIRD.VIC.GOV.AU, Melbourne, Australia, Project Manager/Implementation Consultant (CRM) 8/2009–6/2011

Architected and deployed a large implementation of CRM to 350 users.  Managed a million dollar budget and a team of technical specialists working on data migration and business process change.  Provided strategic technical advice to other government agencies wanting to deploy CRM.

SNAPSHOT: Report to: Programme Manager. Direct Reports: Up to 8 at project peak. Employer: State government department responsible for economic development with regional offices in Victoria Australia and in 12 strategically placed international offices.  A champion for new technology and an Australasian sector leader when deploying Internet based solutions to business problems. 

Role: Experience with large scale business applications delivering services over the Internet, CRM and PRINCE2 project management certification, led to the approach to head this project.  Being the largest deployment of into Australasian government, this strategic project is closely supported by Salesforce, and sets a benchmark for state and federal deployment.  This role has full project management responsibility and sets the direction for a department wide implementation to over a 1000 users.  The role touches over 30 senior stake-holders spanning both business and IT functions.

Enterprise change management moving from tactical on-premise solutions to cloud computing:

  • Vendor negotiation and contract management.
  • Business stakeholder management, business requirement analysis and business process optimisation.
  • Solution architecture and customisation of CRM.
  • Technical contribution to a 3 year strategic plan progressively moving more business functions inside CRM.
  • Internal champion for a whole-of-department view of customer interaction.
  • Reference point for other state government agencies wanting to follow the pattern set by the project.
  • Budget responsibility for contractor/consultant engagement and management.
  • Managed data migration, legacy system decommissioning and staff retraining.
  • Business development for FuseIT leading to increased client engagement and revenue in Australia.
  • Training department representatives in international offices.