DEBORAH S.

GRUETER
44 West Street - Foxboro, MA 02035
Cell Phone: 508-298-4895/Email: dsgrueter@gmail.com

HIGH LEVEL Certified Advanced Systems Administrator of Salesforce.com and Certified Salesforce.com Consultant
SUMMARY/EXPERIENC
: Agile Project Management experience using Scrum (monthly sprint planning, daily scrum meetings,
product backlog management), Change Management Experience.

Business Process Reviews; Sales Report Creation and Analysis; Excellent Writing skills (Business
Requirements Documentation, Technical Requirements Documentation, Change Request Process and
Documentation, Test Scripts, Project Assessments and Risks); UAT Testing; Marketing Automation;
Account and Contact Management; Lead and Opportunity Management; Campaign Management; ;
Database Design, Database Management and Data Migration; Case Management; Integrations;
Workflow/Process Flows; Editing and Proofreading skills; Excellent Problem Solving Skills and
Troubleshooting skills; Software Training for Users; Sales Operations; Point of Sale Reporting;
Forecasting; Sales Compensation Processing; Budget Management; Sales and Customer Service;
Marketing Promotions.

SOFTWARE SKILLS: Salesforce.com (18 Years’ Experience):

Advanced Customization, Configuration, Workflow Rules, Process Builder, Validation Rules,

Automation Rules, Approval Processes, Reports and Dashboards, SOQL, Partner Portal; basic
knowledge of: Visual Force Pages, Lightning Experience, Apex Coding, Communities, Managed apps,
Custom Apps

Marketing Automation Tools:

 Marketo – 10 Years’ Experience
 Pardot – 5 Years” Experience
 Eloqua – 5 Years’ Experience
 Hubspot – 3 Years’ Experience
 Salesforce Marketing Cloud – 2 Years’ Experience

Various AppExchange programs for Salesforce.com such as: Vertical Response, CPQ Tools (Big
Machines, Apptus), Xactly, Zuora, DocuSign, EchoSign, Outlook and Gmail Integration and Sync, Miller
Heiman Sales process, Data.com, Zoom Info, Power Dialer, CRM Fusion Tools, Data Trim, Conga Merge,
Work-it, D&B 360, etc.

MS Access, Excel, Word, PowerPoint, Project, Jira, Wiki, Visio Flowcharting, Cognos, Visual Basic,
SharePoint, SQL, Oracle, Siebel, SAP, Base Camp, PeopleSoft, Sage CRM, Crystal Reports, FileMakerPro,
Paradox, QuattroPro, ACT! QuickBooks, Solomon, PageMaker, FrameMaker, HP ManMan System, CAD
and FTP as well as basic accounting skills (AP, AR, General Ledger)

Technical Skills:  Apex Data loader

 Visual Force Pages
 Integration Tools; Scribe and Boomi, Cast Iron
 Visual Basic
 SQL Query Language
 Basic HTML – For Web to Lead
 CRM Workflow Rules
 CRM Validation Rules
 CRM Formula Fields
 CRM Process Flows
 Data Mapping
 Data Migration
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 DEBORAH S. GRUETER
44 West Street - Foxboro, MA 02035
Cell Phone: 508-298-4895/Email: dsgrueter@gmail.com

 Data Cleanup/Validation
 Data Maintenance
 Approval Processes
 CRM Partner Portals and Customer Portal
 Technical and Business Documentation Requirements
 Writing Test Scripts
 UAT Testing
Other Skills: Data Management, Data Quality and Data Cleanup
Project Management: Agile Accelerator, Jira, Version One
Training Skills: Development of Training Materials, SOPS and conducting training classes
Employment
History:
3/2016-Present Capgemini –
Senior Salesforce.com Consultant

 Working on various projects for different clients doing the following:

o Brand New Salesforce and Marketing Automation Implementations
o Setup/Building/Configuration
o Marketing Automation Specialist
 Pardot Expert
 Social Studio
 Marketing Cloud
 ON24 Integration
 WebEx Integration
 Website Integration
o Project Management
o Managing Offshore and Onshore resources; including developers
o Data Migration/Data Analysis
o Business Analyst
o Test Script Writing and Testing
o Functional and Technical Requirements Writing
o Sprint Planning/Daily Standups
o User Story Building and Rollout
o Training and Training Documentation
o Support

3/2016 – 3/2018 GE Digital – Foxboro, MA

CRM Analyst/Consultant

 Main Marketo/Salesforce.com Technical Consultant and Configuration expert for the GE Digital
Marketing/IT Team
 Created a more streamlined/automated list import process system within Marketo which
improved the overall quality of the data and timeliness of leads to Sales; and was the main
point of contact of all list import requests which including: prepping the data, importing the
data and testing/validating the data to ensure they synced properly between Marketo and
salesforce.com
 Contributed to improvements in the Lead Lifecycle process, lead scoring, product scoring, and
segmentation
 Setup standard roles and responsibilities within Marketo
 Troubleshoot and resolve daily sync issues between Marketo and SFDC
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 DEBORAH S. GRUETER
44 West Street - Foxboro, MA 02035
Cell Phone: 508-298-4895/Email: dsgrueter@gmail.com

 Worked with the web teams to help setup and test new forms/landing pages within Marketo
 Setup automated sales renewal campaigns within Marketo
 Setup nurture campaigns
 Streamlined their lead assignment rules; cutting them in half by 50%
 Working with developers, created an automated Campaign Naming convention as well as the
Campaign Type setup process directly within the SFDC Campaign Object within SFDC; these
resulted in improved data quality and reporting.
 First line of support for process improvements/issues related to Marketing within
salesforce.com; including documenting requirements through user stories, assigning
development tasks to the development team, creating change lists for proper deployment,
configuration, testing, and helping with training documentation and user training
 Worked on data transformation in both salesforce.com and Marketo on key reporting data fields
to ensure all data is consistent in both systems; as well as put key controls in place to ensure
the data quality moving forward as well as contribute to data governance procedures
 Assisted in 2 data integration projects because of 2 small companies that GE Digital purchased;
this included setting up the correct data mapping/field values between the 2 systems;
importing of data, testing of data, and validating data.
 Created a data dictionary of all key data fields within salesforce.com and Marketo and how
fields map to each other and are used internally; this is now used by all sales and marketing
groups to help understand what fields to use for different business use cases: reporting, list
imports, etc.
 Created standard reports and dashboards

3/2014 – 3/2016 Universal Wilde – Westwood, MA

CRM Analyst/Project Manager

 Salesforce.com new implementation facilitator; responsible for configuration of new system;

data migration from old legacy systems including cleansing of data; manage the integration
between salesforce.com and their new ERP System (Monarch Foundation) including
documentation of requirements needed for a successful integration; ongoing testing of
salesforce.com and the new ERP system
 Marketing Automation Technical Lead; setup the integration between SFDC and Marketo;
worked with web team to setup forms/landing pages on website to sync with Marketo/SFDC;
created/setup all marketing email programs/campaigns; setup lead lifecycle and scoring
campaigns; created and automated reports; worked with designers to create Forms, Landing
Pages, and standard templates for emails, newsletters, etc. setup various nurture campaigns
 Participated in working sessions, design reviews and client training sessions as needed
 Analyze customer business processes, identify their needs, and map the customer's
requirements to Salesforce.com and Marketo
 Administration and configuration of the Salesforce.com and Marketo systems
 Conduct regular status meetings with all stakeholders, keeping the stakeholder’s needs and
requirements continuously in view
 Troubleshoot technical issues when the need arises, and escalating appropriately as needed
 Writing Business and Technical Requirements as well as participate in the testing of these
requirements
 Setup a Support Process system to manage all requests from users for the various business
systems
 First Line of Support for Users.
 Writing Training Documentations
 Focal point for all sf.com user education and application capabilities

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 DEBORAH S. GRUETER
44 West Street - Foxboro, MA 02035
Cell Phone: 508-298-4895/Email: dsgrueter@gmail.com

 Install other Integrated Applications within Salesforce.com based on the business needs, such
as: Gmail Plugin for SFDC, Miller Heiman Salesforce.om, Hubspot Web form Integration
 Report and Dashboard Creation
 Recommend and Document Process Improvements
 Manage the Project Timelines including keeping internal users on task as well as outside
vendors on task to ensure all related activities are been completed on time

12/2011 – 2/2014: Scientific Learning Corporation – Oakland, CA (Remote Position)

CRM Analyst

 Direct Line of IT Business Systems support to the Marketing and Inside Sales Department
 Managed, supported and made enhancements to the Marketing Automation Tool: Eloqua and
the integration with Salesforce.com; ensuring the proper synchronization between the 2
systems is working as expected
 When a decision was made to switch to a different Marketing Automation Tool, which was
“Marketo”; I Managed the migration/implementation project from Eloqua to Marketo which
included:
o Setup integration with Salesforce.com;
o Replicating all key Marketing Programs from the Eloqua System into Marketo
o Testing of all Programs to make sure everything for each program was working as
expected and leads were flowing correcting into SFDC. This included all Web Forms,
Webinars, Events, Emails and other various types of campaigns`
o Creating specific Data programs within Marketo to be run automatically on a regular
basis so that we can use them in many of our programs. Examples:
 Emails to Filter out of all Email Campaigns
 Hard bounce Backs
 Specific data related to specific types of Customers or Prospects (Private
Providers, Parents, Canada Only, International Only)
 Created the Lead Nurture Program
 Created the Customer Startup Program
 External List Uploads

o Setup the WebEx Integration with Marketo

o Created the main Lead Nurture Program
o Created the main Customer Startup Engagement Program
o Setup the Sales Insight enhanced feature within Marketo
o Created standard lists and templates for each type of program/campaign
o Weekly Training sessions for the internal users on different processes
o After the Go-Live date, I administered the entire application; providing ongoing
support and enhancements as needed

 Improved upon and made enhancements to their current Lead Processing/Lead Assignment
engine
 Managed and supported the monthly Marketing Paid Lists (MDR) updates in SFDC
 Ongoing participation in business process re-engineering efforts, helping the different user
organizations adapt to best practices, using third party application software where possible
 Subject Matter Expert for the following SFDC features: Email to Salesforce.com, Email to Case,
Salesforce for Outlook, Chatter, Connect for Office, Forecasting Tool, and Data Loader,
 Understand and document business and technical requirements for key IT CRM projects.
 Data Cleanup and Data Migration projects
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 DEBORAH S. GRUETER
44 West Street - Foxboro, MA 02035
Cell Phone: 508-298-4895/Email: dsgrueter@gmail.com

 Improved upon and made enhancements to their Internal Support/Case Management System
 Daily Production Support for all CRM Users
 Setup and Training of New CRM Users
 Weekly Training sessions to CRM Users on new features, enhancements and How To’s
 Developed Training Documentation

12/2008-12/2011: Salesforce.com Independent Consultant

(Covering the New England Area)

Worked for various companies where I specialized in all aspects of the salesforce.com application
which includes but not limited to, Project Management, setup and configuration of Salesforce
Automation (Opportunity Management), Marketing automation (Campaigns, Leads, Assignment rules,
auto response rules, web to lead) Contact management, Contract Management, Product and Price
Book Management, activity management, workflow management, Approval Processes, service and
support tool, portal configurations, Enhancements to current applications, data analysis/data
migration and training.

 Conduct business process review meetings with all business groups to document
requirements for the new system and identify all areas of improvement
 Document all business requirements and technical requirement as it relates to the project
 Configuration oalesforce.com system
 Writing workflow rules and approval processes and formula fields
 Primary interface with the IT department for assisting with requirements, operation
architecture, design and development on user requirements
 Develop Data Migration Strategy and conduct data mapping exercises
 Writing Test Scripts
 UAT Testing
 Designing Training Documents
 Conduct training sessions
 Develop a Change Management Process
 Develop a plan for Post-Live support
 Work closely with business partners to realize the full capabilities of Salesforce.com CRM.
 Creation and Management of the Customer Portal within Salesforce.com
 Responsible for developing and maintaining the functional areas of data management,
forecasting, accounts, leads, opportunities, dashboards and reports and any other
customization required.
 Data Cleansing and Data Integrity
 Importing and exporting large volumes of data.
 Creating and managing complex workflow rules, data validation, and system triggers.
 Managing multiple users set up, profiles, roles, and teams.
 Assist in Visualforce Pages and testing
 Assists in the evaluation of App Exchange tools for feasibility and impact to the business.
 Provide problem root cause analysis to resolve complex system problems as part of Tier 3
support.
 Create and maintain system interface diagrams, functional designs, and technical
specifications.
 Write technical approach and design documentation supporting business needs

9/2006 -12/2008: Thermo Fisher Scientific – Milford, MA

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 DEBORAH S. GRUETER
44 West Street - Foxboro, MA 02035
Cell Phone: 508-298-4895/Email: dsgrueter@gmail.com

CRM Analyst/Systems Administrator

 Manager of the of Salesforce.com CRM system. Included daily maintenance of the system;
customizing and enhancing the application based on the company's changing needs; set up
workflows, assignment rules; dashboards; approval processes; email templates; mail merge
templates; setup and maintenance of the products section and price books; data cleansing and
maintain data integrity using the Apex Data Loader and MS Access and Data Trim; setting up
Custom Objects; manager of the entire Leads Process; Automation of marketing campaign
management and activations; setup sharing rules, territory management, public groups, record
types, page layouts, workflows, security, quotas, mass mailings, auto responses, etc.,
troubleshoot and debugged application; report creation, generation and maintenance; adhoc
reporting; enhancements to system; solution/knowledge base creation; created and controlled
company structure; setup and train new users; Outlook Integration and Setup for Salesforce.com.
 Manager of the entire salesforce.com training program which included: holding weekly training
sessions either in person or via WebEx, setup or maintain training and How To? Documents; First
line of support for the users of salesforce.com; setup and implemented the internal case support
functionality to support the daily requests of the users.
 Completed a successful integration project where we merged 3 separate instances of
Salesforce.com into one; where I was one of the main project managers overseeing the entire
integration, which included managing the consultants that were assisting us; overseeing and
helping with the setup and configuration; setup business process reviews to help identify gaps
between each instance; managed the entire data migration piece of the project.

1/2005 – 9/2006: Outside the Classroom, Needham, MA

Business Analyst/System Administrator

 Manager of the of Salesforce.com CRM system. Set up and trained new users; customized
application based on company's changing needs; set up process flows for Sales Cycle, Lead,
Case and Account Assignments; Sharing Rules, Security, Quotas, Mass Mailings, auto
responses, etc.; troubleshoot and debugged application; report generation; enhancements to
system; knowledge base creation; created and controlled company structure; data integrity
management; report creation and maintenance; Wrote and maintained updates of training
manuals, processes and procedures.
 Setup managed and implemented an Integration project where we connected our Course
Database information with Salesforce.com. This involved putting together a project plan,
researching and choosing the correct consultant and software application for the integration,
involving the correct resources, testing the integration, troubleshooting, reviewing daily
success and error reports and getting issues resolved; which ultimately resulted in a successful
integration of the 2 systems.
 Sales report creation and analysis; adhoc reporting; commission calculations/processing.
Process all sales contracts and setup new customer accounts on the administrative site.
Provide overall support to the VP of Sales and Marketing, Field Salesreps and Inside Sales.
Provide Customer Service to customers.

9/1995 – 12/2004: Telco Systems, Inc. – Foxboro, MA

Systems Administrator: CRM system, Salesforce.com. Set up and trained new users; customized
application based on company's changing needs; set up process flows for Sales Cycle, Lead, Case and
Account Assignments; Sharing Rules, Security, Quotas, Mass Mailings, auto responses, etc.;
troubleshoot and debugged application; report generation; enhancements to system; knowledge base

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 DEBORAH S. GRUETER
44 West Street - Foxboro, MA 02035
Cell Phone: 508-298-4895/Email: dsgrueter@gmail.com

creation; created and controlled company structure; data integrity management; report creation and
maintenance; Wrote and maintained updates of training manuals, processes and procedures. Trained
New and Existing Users on a regular basis.

Business Analyst: Responsible for all Sales Operations: Sales Report Analysis and provide
recommendations to management; Report Development/Analysis; Trend Analysis; Gross Margins; Ad-
Hoc reporting; ; Corporate Database Management; Design and distribute various analytical reports;
Forecasting; Opportunity Management; Revenue Commitment Reports; Bookings and Shipment
Reports; Point of Sale Reporting from major Distributors; maintained strong relationships with
Distribution Partners; Commission Calculations/Reconciliation and Credits; Compensation Plans;
Account and Territory Assignment Management; Proposal Creation and Maintenance for customers;
Marketing COOP Program Management; Lead Management; Email Marketing programs via
Salesforce.com; ROI Analysis from Marketing Programs; Assisted with the coordination and setup for
tradeshows; Incentive Programs and SPIF Program Management; Inside Sales Systems Management;;
research and resolve various issues for Sales and Marketing Departments; Trained Sales Reps on all
systems; various research projects.

Project Manager: Leader of Enterprise Automation System Project replacing current Front Back Office
solutions. Interfaced with all departments; performed needs assessment analysis (and how each
department needs to communicate effectively with sales and with our customers) for the completion
of the RFP that was submitted to potential vendors during the selection process; developed and
designed business process flows; project planning; rollout plan; consolidation of various databases;
map the processes with the chosen Vendor’s solution; implementation plan, rollout of the solution to
each department, training of the Users, budget management, etc.

 Project Manager for Vantive Sales and Service Applications: Represented Sales and Field
Service during Process Flows, Gap Analysis, functional requirement process, prototyping,
design, test and acceptance process; Interfaced with Sales, Field Service and IT during the
process and presented End-User issues to the Core Team and Executive Management;
Implemented the final solution; Trained the Users; Systems Administrator; Maintained data
integrity; Quality Assurance of the System which involved bug tracking, ongoing testing,
problem resolution; first Line of Support;
report generation and distribution, etc.

EDUCATION: Certified Advanced Salesforce.com Administrator (Sales Cloud, Service Cloud); Certified Salesforce.com
Consulting; Marketing Automation Specialist; Many Salesforce Trailhead Badges; continuing to take
college courses as time permits in various database and business classes to help keep my skills current.
Attended various training sessions in Software Applications, Computer Programming, Time
Management, Public Speaking and Business Management
REFERENCES: Furnished upon request

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