Terri Lynn Sugar-Robertson
3103 N 18th Street. Tampa, FL 33605
 [Send email to request phone number] 13-6285 
[Send email using form at bottom] 
SUMMARY OF QUALIFICATIONS 
	CRM System Administrator/ Software Architect/ Front End Developer;
SharePoint, SQL and Oracle database implementations, maintenance and writing
requirement specifications. Creating, editing CRM fields, forms and views.
Developing and reporting dashboards, predefined and ad-hoc reports using Query
Builders, VB and Business Object to retrieve data from SQL Server. Understanding
of and experience with out of the box SharePoint capabilities. Proficiency using
SharePoint Designer.
	Experience in coordinating and performing UAT, end user training to
include instructional design, development, and delivery.
	Strong BA/SA, Product Management, Technical Writer; BPR, SSR and
Sales/Financial Analyst; knowledge and experience with sales and financial
analysis / metrics to include quota vs. achievement, Pipeline management, pricing
and quoting systems, processes and reporting, Product Marketing and Cost
Analysis. Possesses understanding of System Life Cycle (SDLCM).
	Experience in Management / Project Management / Facilitation /
presentation skills. Ability to lead multiple cross-platform projects
simultaneously, virtually, cross-functionally; bridge gap between Internet
technology and business.
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COMPUTER AND TECHNICAL SKILLS/SYSTEMS 
SharePoint Portal 2003, MS SharePoint Server, (MOSS)/WSS 3.0, SharePoint
Designer, MS Access, MS Office Suite, VB, Visual Studio, Visio, MS Project, Sage
SalesLogix (CRM) and Architect, Oracle Siebel (CRM) and Business Intelligence
Enterprise Edition, Salesfoce (CRM), Force.com, Microsoft SQL Server Reporting
Services (SRRS), XML, Oracle’s Hyperion Interactive Reporting, Crystal Reports,
Adobe Acrobat and Adobe Photoshop, TCP/IP networking and
IE.________________________________________
PROFESIONAL EXPERIENCE
WOUNDED WARRIOR PROJECT – Jacksonville, FL 1/2010 – Current (4 month
Telecommuting contract position)
BUSINESS/SYSTEMS ANALYSIS; SALESFORCE AND SHAREPOINT PORTAL SERVER AND WINDOWS
SHAREPOINT SERVICES
•	Work as a liaison among stakeholders performing business and systems analysis
with Salesforce.com in order to recommend solutions that will enable the
organization to achieve its goals. Re-develop tabs, fields, rules and other
critical functions and objects in Salesforce.com.
•	Work with stakeholders to translate business requirements into design and
development, including architecture, design, coding, and implementation that will
make up the overall framework of a SharePoint web-portal. 
SYSTEM ADMINISTRATOR/ FRONT END DEVELOPER:
SHAREPOINT ADMINISTRATOR 
•	Identify and create system documentation for maintenance, support, and use of
business SharePoint applications.
•	Responsible for architecting components of intranet portal to include sites,
web part customization, libraries, InfoPath Forms, workflows, custom dashboards,
reports, etc.

CL VERIFY LLC - Tampa, FL	08/2009 – 12/2009 (5 month contract position)
SYSTEM ADMINISTRATOR/ FRONT END DEVELOPER:
SHAREPOINT ADMINISTRATOR 
•	Performed analysis of corporate Intranet and write
architecture/recommendations report. Analysis and implementation of SharePoint
security based on industry best practices. Participated with IT working with end
users on building and implementing portal and sites, multiple system integration
and migration projects.
•	Participate in working with end users on building and deploying SharePoint
solutions; responsible for architecting components of intranet portal to include
custom lists, web parts, wiki libraries, themes and site templates along with
user interface changes using out of the box features within the interface
utilizing SharePoint Designer.
SALESFOCE.COM ADMINISTRATOR (CRM)
•	Perform administrative functions in Salesfoce CRM such as create/modify pick
lists and lookup fields. Configure custom objects, applications, and tabs. Work
with standard objects and business processes. Set up marketing campaigns.
Configure standard reports based on business rules. Technology used for
development was Force.com.
TECHNICAL WRITER:
•	Responsible for translating customer requirements into user documentation.
Provide consultation, recommendations, appropriate advice and facilitate
decisions on appropriate technical writing content to ensure high quality
deliverables. Responsible for consolidating technical input and analyses and
create a logical, understandable guide and manual for a non-technical audience. 
•	Requirements gathering/ analysis for new projects within SharePoint and CRM.
Maintains policy document framework.
•	Implement Change Management and perform database schema matrix for companywide
CRM change from Salesfoce.com to MS Dynamics. Translate what the user is asking
for into a technical form that the client/server programmer can understand.
SWITCH AND DATA MANAGEMENT COMPANY LLC; BUSINESS MANAGER -  Tampa, FL	12/2005 –
07/2009
BA/SA, PRODUCT MANAGEMENT, TECHNICAL WRITER AND REPORT WRITER AND DEVELOPER:
•	Work cross-functionality with marketing and sales to determine business
strategy. Provide business analysis and project management for applications,
analyzing, defining and documenting business process requirements, software
system requirements, user requirements and reporting requirements as well as
resolving reporting discrepancies of business concern. Maintains policy document
framework.  
•	Manage the product throughout the product lifecycle, gathering and
prioritizing product and customer requirements. Work with sales, marketing and
support to ensure revenue and customer satisfaction goals are met.
•	Prepare and analyze Sales Pipeline and the trends, lost sales analysis, COMP
analysis, high margin and growth analysis, product matrix to include ARPU and
Competitive Intelligence. Prepares weekly, monthly and quarterly sales reports
for Sales Management, SLT and Board packages. Prepare analyses reports for
presentations and deliverables. Technologies used were SQL Server Reporting
Services, Oracle’s Hyperion Interactive Reporting, Crystal Reports, Siebel and
OBI and SalesLogix, MS Excel and MS PowerPoint.
•	Product Marketing/ Cost Analysis - track, analyze and report such analysis to
management with production/ churn.
•	Maintained RFP knowledgebase ensuring all catalogued responses are current.
Worked with subject matter experts to develop new and customize responses.
Prepared RFI/RFP responses ensuring that the content is current with respect to
functional capabilities and product descriptions represent the Company’s best
response. 
•	Utilizing underlying data sources and interpreting the requirements being
provided by end-users; created pre-defined and ad-hoc analytical reports for a
variety of audiences to include executive management.  
SYSTEM ADMINISTRATOR/ FRONT END DEVELOPER:
SHAREPOINT ADMINISTRATOR 
•	Project Manager with the initial implementation of an Enterprise Level
SharePoint Portal Solution;  MS SharePoint Server 2007 (MOSS), Windows, and
SharePoint Services 3.0 (WSS) platform into company environment, along with
collaboration, training, communication, and documentation in a centralized
Business Operations environment to include Content Management, Document
Management, Workflow Management, Calendaring, Forms, and other SharePoint
capabilities. 
•	Developed portal and content management application using a custom site
definition, custom feature development, and custom web parts. The technologies
used were Microsoft Office SharePoint Server 2007, SharePoint Designer, ASP.Net
the SharePoint Object model and MS Office 2007.
•	Ensure the integrity and security of SharePoint data in accordance with
business requirements regarding privacy, security, and regulatory compliance.
Contribute to best practices for SharePoint design, implementation and use.
•	Developed training material and end-user documentation on an ongoing basis
using Visio and MS Office Suite. Delivered SharePoint training to users and site
administrators
•	Troubleshoot SharePoint application issues, perform troubleshooting to isolate
and diagnose SharePoint problems. Working with IT Staff to troubleshoot
SharePoint servers and aligning the SharePoint infrastructure with corporate
needs.
ORACLE BUSINESS INTELLIGENCE AND SIEBEL CRM ADMINISTRATOR
•	Project Team; Sage SalesLogix to Oracle Siebel and BI. Collaborated with
project team with implementation to include requirements gathering,
documentation, design and deploy, UAT, go live and post go live. 
•	Served as subject matter expert and business process analyst responsible for
analysis, architecture and design of the companies new CRM and Business
Intelligence reporting tool. Accomplishments included serving as liaison with
business partners to create a complete process analysis and use case
specification for the systems. 
•	Work with QA team to validate releases and enhancements with the companies new
CRM and Intranet.
•	Using “Answers” Design & Developed user interface objects. Work with clients
to understand requirements and translate business rules into interactive Data
boards with drill-down capabilities using global and local Filters, Metadata
Objects and Web Catalog Objects, ad-hoc reports, analysis, and datasets based on
business needs.
•	Identify issues and performance bottlenecks. Proactively monitor the Analytics
and CRM systems. Troubleshoot data issues, validate result sets, recommend and
implement process improvements. Performed data integrity with entire system and
each view. Provide executive management status reports.
•	Responsible for maintaining the functional areas of data management,
forecasting, contacts, leads, campaigns, opportunities, quotes, dashboards and
reports. Maintain user roles, security, profiles, workflow rules, etc. 
•	Developed training material for new CRM, and BI using Visio and MS Office
Suite. Trained end users onsite and utilizing WebEx. Train and assist business
Power Users in “Answers”. 
SAGE SALESLOGIX ADMINISTRATOR
•	Using Visual Basic created and edited forms, views, scripts, contacts, process
menus, toolbars, user defined tables and fields. Created pre-defined and ad-hoc
analytical reports for a variety of audiences to include executive management.
Technology used Database Manager and Application Architect. Managed repository in
the SalesLogix database. Performed daily data integrity using SLX DBChecker.

SOUNDPATH CONFERENCING; DIRECTOR OF OPERATIONS - Washington, DC	02/2002 –
10/2005
•	Managed all aspects of the daily operations including monitoring of call
center agent phone and transaction statistics to observe employee's demeanor,
technical accuracy, and conformity to company policies. Compile work volume
statistics of customer service requests and complaints. Evaluate operational
procedures and recommend corrective services to adjust customer complaints.
Monitor external/ internal client feedback to identify trends. Maintained
Customer service level and relations with the client. Identifies client
organization's strengths and weaknesses and suggests areas of improvement.
•	Interfaced with business users to prepare/ update business process
requirements, software requirements.
•	Provide guidance/ direction to the management team in hiring, training,
development and evaluation of staff. Develop training materials in collaboration
with the Business and assist in the training delivery.
•	Was initially hired for the Manager of Customer Care; constantly recognized
for outstanding client relations and customer service. Received numerous
referrals for excellent service. Was promoted to Director after 6 months. Handle
all client relations and oversee Operational management and staff.
•	Interfaced with business users to prepare/ update reporting requirements.
Created test cases and test scripts. Worked with Premier Global on Telecom
specifications. Performed UAT and QA.
•	Prepared detail reports/ high level Dashboards for upper management.
Technologies used were Crystal Reports.
•	Developed a business plan to enhance and upgrade the customer service function
throughout the office and the call center, including identifying the types of
customer satisfaction training available and implemented a training class.
•	Managed all implementations between the sales team, new clients and Sales
Operations.
•	Managed telecommunication projects between Premier Global call center and
Soundpath’s operations.
SYSTEM ADMINISTRATOR/ FRONT END DEVELOPER:
SHAREPOINT ADMINISTRATOR
•	Provide facilitation expertise in gathering requirements and provide
architectural and design recommendations. Interfaced with business users to
design business areas in the architecture built on SharePoint Portal Server 2003
platform.
•	Implement, maintain and troubleshoot SharePoint Sites to include document
libraries, Custom Lists, Custom web parts and associated internal applications.
SALESFOCE.COM ADMINISTRATOR (CRM)
•	Responsible for performing administrative functions in the Salesfoce CRM such
as create/modify pick lists and lookup fields. Work with standard objects and
business processes. 
•	Set up marketing campaigns and configure standard reports based on business
rules. Set up campaign measurements.
•	Configure custom objects, applications, and tabs. 

WORLDTRAVEL BTI CALL CENTER AND ONSITE MANAGER – DIGEX AND INTERMEDIA
DIGEX - Beltsville, MD		11/2000 – 02/2002	
INTERMEDIA - Tampa, FL 		10/1999 – 11/2000 	
CALL CENTER AND ONSITE MANAGEMENT TO INCLUDE BA/SA AND PROJECT MANAGEMENT:
•	Managed all aspects of the daily operations including monitoring of call
center and onsite agent phone and transaction statistics to observe employee's
demeanor, technical accuracy, and conformity to company policies.
•	Managed all aspects of the daily operations/ HR; recruit, administer,
supervise, train and evaluate staff.
•	Assisted in writing and implementing policies, procedures, and guidelines for
training and testing programs.
•	Maintain and manage travel policies and vendor negotiations while managing the
onsite corporate travel office. 
•	Serves as the primary resource for gathering, validating, analyzing and
documenting the stated business requirements, and the creation of the project use
cases, visual models, requirements specifications, and reports
•	Perform quarterly reviews of client accounts.  Monitor management fee
agreements to ensure proper billing.
•	Generate monthly management, financial, and CEO reports; review financial
benchmarks and provide appropriate recommendations. Prepare Ad-hoc reporting and
Dashboards and weekly ARC report.
•	Implementation of new Digex on-site travel program/ office. Transferred
November 2000 to manage Digex onsite. 
•	Project Manager for full lifecycle of CRM Change from Worldspan to Apollo.

EDUCATION/TRAINING
MS E-Learning Course: Inside Look at Building and Developing Solutions with
Microsoft® Office SharePoint® Server 2007 
MS E-Learning Course: Inside Look at Developing with Microsoft Windows
SharePoint Services 3.0
Application Administration (Siebel 7.7), (Certification Course Completion 2008)
Oracle BI 10g: Create Reports/Dashboards; Data Warehousing & Oracle BI,
(Certification Course Completion 2008) 
American Management Association; Management: Account Managing, H.R.,
Development, Remedies and Coaching Guide and Performance Dimensions.
(Certification Course Completion 2001)