STATEMENT OF WORK FOR DELIVERABLES-BASED …

Contract Number: DIR-ITS-SOW-0142

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STATEMENT OF WORK

FOR

DELIVERABLES-BASED INFORMATION TECHNOLOGY SERVICES (DBITS)

DIR BREAK-FIX SERVICES FOR APPLICATION MAINTENANCE AND

SUPPORT SERVICES

SENSE CORP

1. Introduction

This Statement of Work is subject to the terms under the DIR Cooperative Contract

DIR-TSO-3827 for Sense Corp Deliverables Based Information and Technology

Services (DBITS) for application maintenance and support services by and between

Sense Corp (“Vendor”) and Texas Department of Information Resources (“DIR”).

The Statement of Work Number DIR-ITS-SOW-0142 Sense Corp for DBITS Break-

Fix Support Services outlines the work to be performed by Sense Corp for providing

application maintenance and support services.

This document also captures the current understanding of the scope of services and

time estimation, describes the approach, and contains details of the activities and

responsibilities for both parties in accordance with the deliverables and associated

tasks mentioned in the Statement of Work for DBITS Break-Fix Services Application

Maintenance and Support Services dated July 9, 2018 and Sense Corp’s original

response for DIR Statement of Work (SOW) for DBITS Break-Fix Services dated

August 29, 2018.

2. Period of Performance

The period of performance for this SOW is from date of award through

August 31, 2019. There are two additional one-year renewal options available

through August 31, 2021.

3. Pricing

Pricing shall be as set forth in Appendix B Pricing Sheet, to this Statement of Work.

The total amount of this Statement of Work, including renewals will not exceed five-

hundred and ten thousand dollars ($510,000.).

4. Invoices

Upon completion of a milestone and written acknowledgement of acceptance by the

DIR Deliverable Acceptance Form, Sense Corp shall submit an invoice to DIR setting

forth amounts due to Sense Corp in accordance with DIR Contract Cooperative

Contract DIR-TSO-3827, requirements. The invoice shall clearly state the period of

the work performed and the milestones and reference SOW Number DIR-ITS-SOW-

0142. Payment shall be in accordance with Appendix B of Statement of Work.

DocuSign Envelope ID: 0555D60D-A6E8-4437-93AB-A2918E0D646B


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Anticipated travel expenses must be pre-approved in writing by the DIR. DIR reserves

the right not to pay travel expenses which are not pre-approved by DIR. Travel

expense reimbursement may include personal mileage or commercial coach

transportation, hotel accommodations, parking and meals provided the reimbursable

rates do not exceed the maximum rates established for state employees under the

current State Travel Management Program.

5. Order of Precedence

The Vendor’s Response, Sense Corp Statement of Work for DBITS Break-Fix

Services dated August 29, 2018 and then, DIR Statement of Work for DBITS DIR-

SOW-DIR-000142, including all addenda are incorporated by reference and

constitute the entire agreement between DIR and Vendor.

In the event of a conflict between the documents listed in this paragraph, the

controlling document shall be the DIR Statement of Work DIR-000142, Deliverables

Based Information Technology Services DIR Break-Fix Services Application

Maintenance and Support Services, dated July 9, 2018. In the event and to the extent

any provisions contained in multiple documents address the same or substantially the

same subject matter, but do not actually conflict, the more recent provisions shall be

deemed to have superseded earlier provisions.

6. Equipment and Workspace

Sense Corp must provide all equipment required for its staff. DIR will provide access

to required documentation and systems information needed to complete the services.

7. Deliverables Acceptance

Sense Corp will provide services and/or work products by the specified due dates

listed in Appendix A. For any deliverable provided by Sense Corp’s related to the

services in this Statement of Work, the DIR IT Project Manager or designee will have

ten (10) business days to review and either accept or reject each deliverable in

writing. If acceptance or rejection is not possible within this time period, DIR and

Sense Corp will mutually determine the necessary additional time for review. In the

event a deliverable is not acceptable due to a material and substantial non-conformity,

the DIR IT Project Manager or designee will provide the Vendor with a written notice

of such non-acceptance with sufficient detail to clearly identify the reason for non-

acceptance. The Vendor will have five (5) business days following receipt of such

notice of non-acceptance to use reasonable commercial efforts to cure or remedy

the problems detailed therein, and resubmit the deliverable to DIR.

8. Dispute Resolution

Both parties agree that any dispute between DIR and the Vendor arising from the

services and/or deliverables performed under this contract or related contract, or

breach of it, may, if negotiations and other discussion fail, be resolved using the

dispute resolution process provided for in Chapter 2260 of the Texas Government

Code. Actions or proceedings arising from this contract or related contract shall be

heard in a state court of competent jurisdiction in Travis County, Texas.



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In the unlikely event that circumstances occur which the Vendor in its sole discretion

believe could create a conflict with either the ethical standards of the Vendor or the

ethical standards of the profession in continuing our services, the Vendor may

suspend the services until a satisfactory resolution can be achieved or may resign

from the services. The Vendor will notify the DIR IT Project Manager or Contract

Manager of such conflict as soon as practicable and will discuss with any possible

means of resolving them prior to suspending the services. This contract is also

subject to termination by either party upon reasonable notice for any reason. If there

were to be such a termination; however, DIR would remain liable for any unpaid

charges for services provided the Vendor.

9. Additional Services

In the event that additional services are required during the term of the contract, DIR

will provide written notice to Sense Corp describing the additional services required

including as applicable the purpose, scope, timeline and any other unique

requirements, constraints, and assumptions for the requested service. Any additional

services must be directly related to the awarded scope and intent of the Statement

of Work.

If additional services are required, DIR and Sense Corp will mutually determine a

timeline for Sense Corp to provide a work plan and pricing for the additional services.

Any additional services shall be quoted at a firm fixed price inclusive of any and all

additional fees or charges. A request for pricing does not constitute a notice to

proceed. If DIR chooses to proceed, DIR will issue a written amendment to the

contract for signature by DIR and Sense Corp authorizing the additional services.

10. Changes to Required Services

DIR and Sense Corp will negotiate a change order process to modify or remove

milestones to achieve the objectives of this Statement of Work. All Change Orders

are subject to agreement and must be in writing. DIR will document any Change

Order in a written instrument for signature by DIR and Sense Corp.

11. Additional Terms and Conditions

DIR will require all Sense Corp personnel working on this project to sign a Non-

Disclosure Agreement before beginning work and/or receiving any confidential

materials related to this work. Accordingly, Sense Corp shall ensure that all staff and

contractors working on this project are advised of the contents of the Non-Disclosure

Agreement and their responsibilities thereunder.

12. Point of Contact

All communications for this Statement of Work must be directed through the

following Points of Contact:



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Department of Information Resources (DIR)

Lisa Llamas, Contract Manager

300 W. 15th Street, Ste 1300

Austin, Texas 78701

Office: (512) 475-0515

Email: [email protected]

Allan Martin, Director IT Services

300 W. 15th Street, Ste 1300

Austin, Texas 78701

Office: (512) 463-5973


Sense Corp

Cindy Reed

2500 Bee Cave Rd, Bldg. 2, Suite 220

Austin, Texas 78746

Phone: (512) 787-4737

Facsimile: (512) 532-0736


{remainder of page left intentionally blank}


mailto:[email protected]




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This Statement of Work is executed to be effective as of the date of the last signature.

Sense Corp

Authorized By: ______________________

Name: ______________________________

Title: _______________________________

Date: _______________________________

The State of Texas, acting by and through the Department of Information

Resources

Authorized By: ___________________

Name: ____________________

Title: _____________________

Date: _____________________

Office of General Counsel: _________________________

Cindy Reed

9/6/2018 | 4:13 PM CDT

Managing Director, Public Sector


9/16/2018 | 8:47 PM CDT

IRM / Director ITS

Allan Martin

/S/ Signature on File




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APPENDIX A – PROJECT DELIVERABLES

& ACCEPTANCE CRITERIA DIR DBITS Break-Fix Services for Application Maintenance & Support Services

Deliverable

No. Deliverable Name Acceptance Criteria

1

Transition Project Plan and

Planning Activities and

Acceptance of Successful

Respondent Personnel

The Transition Project Plan shall consistently break down

activities so that all activities must roll up to a subtask or task.

Tasks should include, at a minimum: duration, dependencies,

start/finish dates, and deliverables.

Successful Respondent Personnel must meet required skill

levels to be perform required work. Experience must be

included in resumes.

2 Quarterly Report

Development (One Time)

A Quarterly Report using the DIR-provided Case Management

System reflecting the Cases Closed and Operational Metrics

for the previous quarter and metrics, including but not limited

to list described in the Sense Corp DBITS SOW, Application &

Maintenance Support Services Strategy & Framework Service

Transition Section.

3 Monthly Reports

Development (One-Time)

A Monthly Report using the DIR-provided Case Management

System reflecting the Cases Closed and Approved and

Operational Metrics for the previous month, including but not

limited to the list described in the Sense Corp DBITS SOW,

Application & Maintenance Support Services Strategy &

Framework Service Transition Section.

4

Operational Quarterly

Status Reporting by

seventh (7th) of month

following that Quarter.

The Successful Respondent shall provide the Deliverable in an

electronic format that can be distributed by email and

presented to the DIR POC as the completed, final Deliverable.

5

Operational Monthly Status

Reporting by seventh

(7th) of each month

The Successful Respondent shall provide the Deliverable in an

electronic format that can be distributed by email and

presented to DIR POC as the completed, final Deliverable.

6 Operational Deliverables -

Cases

Cases moved into Completed status during the calendar month

will be counted as accepted deliverables for that month will be

billable Cases and will qualify for inclusion in the quarterly

scorecard.



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APPENDIX B – PRICING SHEET DIR DBITS Break-Fix Services for Application Maintenance & Support Services

Per Case Rate The Respondent shall provide a single, blended rate per Case. The price per Case should be inclusive

of all costs associated with providing the services as defended in the Statement of Work.

Name Case Rate

System Support for: Oracle, Salesforce.com, SAP Business

Intelligence, Microsoft SharePoint Online and DocuSign

$152 Per Case

Deliverables Milestones and Invoicing

Deliverables 1, 2 & 3 outlined below are fixed, one-time amount.

Deliverables 4, 5 & 6 will be billed at the rate per Case rate, as indicated.

Deliverable

No.

Deliverable Name One-Time Fee or

Cost Per Case

Proposed Deliverables

1 Transition Project Plan and

Planning Activities and

Acceptance of Vendor

Personnel

$40,000

One-Time Fee Deliverable 1A: Detailed Project

Work Plan (finalized version)

Deliverable 1B: Case Resolution

Process Documentation

Deliverable 1C: Acceptance of

Personnel Training

Documentation

2 Quarterly Reports

Development

$500.00

One-Time Fee Deliverable 2: Quarterly Reports

Development (one-time)

3 Monthly Reports

Development

$500.00

One-Time Fee Deliverable 3: Monthly Reports

Development (one-time)

4 Operational Quarterly

Status Reporting by 7th of

month following that

Quarter.

Per Case Rate

1 per month Deliverable 4: Operational

Quarterly Status Reporting (by

7th of month following that

Quarter)

5 Operational Monthly Status

Reporting by 7th of each

month

Per Case Rate

1 per month Deliverable 5: Operational

Monthly Status Reporting (by 7th

of each month)

6 Operational Deliverables

(Cases)

Per Case Rate

Based on

Number of

Completed Cases

per month

Deliverable 6: Operational

Deliverables – Cases

Knowledge Base (updated and

maintained)

PRICING ASSUMPTIONS ▪ Pricing, timelines and durations are based on a September 2018 start date. If the project begins after that date, the timing of the project activities

will shift accordingly.

▪ It is assumed that DIR SMEs will be available as needed to support project activities as indicated in the proposed project plan.

▪ Deliverable #1 pricing is based on knowledge transfer/training activities of 40 hours for each proposed resource.

▪ Sense Corp resources will have the necessary access granted to DIR systems to support planned knowledge transfer / training activities as

indicated in the proposed project plan.



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APPENDIX C – PROPOSED PROJECT TEAM DIR DBITS Break-Fix Services for Application Maintenance & Support Services

Key Position Name

Executive/Signatory Bita Hiller

Transition Project Manager Shikhar Singh

Support Coordination Kevin Lu

Oracle Support Staff Chris Ouimet

Oracle Support Staff Itai Makubise

SalesForce.com Support Staff Chelsea Waldheim

SalesForce.com Support Staff Tim Eckl

SAP Business Intelligence Support Staff Melinda Rocha

MicroSoft Support Staff Dane Sauceda

Microsoft Support Staff Benjamin Carver


Texas Department of Information Resources Statement of Work (SOW) for DBITS Break-Fix Services

SOW # DIR 000142

TX DBITS #: DIR-TSO-3827

August 29, 2018


TX DIR – Break-Fix Services Page 2 of 46

Ms. Colleen Berkley, CTCM, CTPM, PMP Director of Procurement Services Texas Department of Information Resources 305 w. 15th St Austin, Texas 78701 [email protected]

August 29, 2018

Dear Ms. Berkley:

We are pleased to respond to the Statement of Work (SOW) for Break-Fix Services and to have the opportunity to present our proposed approach, qualifications, and experience to serve the Texas Department of Information Resources (DIR). Thank you for your time as you review our proposal.

With over two decades of experience delivering successful projects covering a wide array of IT technologies and applications, Sense Corp is uniquely qualified to assist DIR by providing responsive, timely, and effective maintenance and support services. We will bring insight and expertise gained from a diverse group of public and private sector engagements, including previous projects with DIR, to provide services that exceed your requirements and expectations.

We believe that our experience and delivery capabilities will put us in an excellent position to enable positive change for DIR. Don’t just take our word for it! We encourage you to reach out to our previous clients, including the many Texas state agencies with whom we have worked. We are confident they will confirm the unrivaled level of service we deliver to each and every client.

Best regards,

Cindy Reed Managing Director, Public Sector Division




TABLE OF CONTENTS EXECUTIVE SUMMARY ............................................................................................................................ 4

1. SCOPE AND SOLUTION ........................................................................................................................ 5

SENSE CORP ......................................................................................................................................................... 5

OUR EXPERIENCE ................................................................................................................................................... 6

OUR APPROACH, PROPOSED SERVICES, AND DELIVERABLES .......................................................................................... 9

DRAFT DETAILED PROJECT WORK PLAN .................................................................................................................. 17

2. MANDATORY PRICING SHEET ........................................................................................................... 21

APPENDIX B – MANDATORY PRICING SHEET ............................................................................................................ 21

PRICING ASSUMPTIONS ........................................................................................................................................ 22

3. PERSONNEL ....................................................................................................................................... 23

APPENDIX C – PERSONNEL .................................................................................................................................... 23

RESUMES FOR KEY PERSONNEL & STAFF .................................................................................................................. 25



EXECUTIVE SUMMARY Sense Corp understands that the Texas Department of Information Resources (DIR) seeks a qualified vendor to provide application maintenance and support services on DIR Commercial off the Shelf (COTS), Software as a Service (SaaS) and in-house developed systems on a fixed fee, per Case basis. Sense Corp is the best candidate to provide DIR with high quality and responsive maintenance and support services as demonstrated by the following factors which are detailed in our response:

▪ Extensive experience with the DIR applications and software: Sense Corp brings first-handknowledge of DIR’s applications and software gained from the successful design, development andimplementation of the DIR MarketPlace and BidStamp applications as well as from the CAPPSImplementation Support Project. Our proposed team includes staff that were assigned to the DIRprojects. Through these engagements, we gained a deep understanding of DIR’s technology andsystems, and this knowledge will allow us to ramp-up our services quickly and effectively.

▪ Core Skill Group expertise: Sense Corp also has extensive experience working with all of the CoreSkill Group technologies included in the scope of DIR’s requested maintenance and support services.Our experience primarily comes from years of successfully designing, developing and implementingcomplex enterprise solutions that either leveraged the Core Skill Group technologies as thedevelopment platform and/or included integration with the technologies.

▪ Proven track record and methodology: Sense Corp has a proven track record of successfullyproviding maintenance and support services similar to the services requested by DIR. We willleverage our Application & Maintenance Support Services Strategy & Framework to ensure we meetor exceed DIR’s requirements and expectation.

In summary, our extensive knowledge of DIR applications and software, the depth and breadth of our expertise in the Core Skill Group technologies, and our proven track record providing maintenance and support services will enable DIR to seamlessly transition the services to Sense Corp. We look forward to working with DIR on this important project.



1. SCOPE AND SOLUTION

RFP , Section 11.3 Offer Submission Requirements 1) Respondent shall submit the Response in an electronic format (Microsoft Word or a text-searchable Adobe PDF) no later than 2:00

p.m., on July 23, 2018. The Response should include an attachment document that describes the Respondent’s scope and solution, including the elements described in Section 3 above. Respondent solution shall not exceed thirty (30) pages. Any information beyond the allowed thirty (30) pages may not be reviewed by DIR and may negatively impact Respondent’s ranking. Respondent shall include in its Response a draft Detailed Project Work Plan, subject to DIR evaluation.

SENSE CORP

Sense Corp was founded in 1996 by business intelligence (BI) and data warehousing thought-leaders who introduced revolutionary approaches to the delivery of analytics. As a firm focused on powering insight-driven organizations, we excel at turning data into actionable insights and transforming organizations for the digital era. With operations in Atlanta, Austin, Columbus, Dallas, Houston, Minneapolis, and St. Louis, we serve mid-market to Global Fortune 50 companies and the nation’s largest government agencies. We are 100 percent employee-owned and operate free from outside investor influences.

Today, Sense Corp provides a full spectrum of consulting services from strategy to implementation across three core practice areas: Transformation, Data, and Digital. We span the entire modernization process with deep experience in advanced analytics, data science, and data management to enable the adoption, extendibility, and sustainability of organizational transformation.

With our focus on quality services, we maintain an optimal mix of talent, enabling us to form high-performance teams to address our clients’ specific business and technical needs. Since our inception, Sense Corp has defined customer satisfaction as the prime measure of success, and as a result, we have NEVER had a failed project in our firm’s 20+ year history.



OUR EXPERIENCE

With over two decades of experience delivering large scale solutions across a variety of industries, including significant work in the public sector, Sense Corp provides the Texas Department of Information Resources (DIR) with an unmatched level of technical expertise. Our extensive knowledge of DIR applications and software, the depth and breadth of our expertise in the Core Skill Group technologies, and our proven track record providing maintenance and support services make Sense Corp the most qualified firm to provide DIR with IT maintenance and support services.

Sense Corp has the skills and expertise required to provide DIR with high quality, responsive break-fix services including:

▪ Level 1, Level 2, and Level 3 support services▪ Case management from initial report to case closure for technical and application issues▪ Initial triage of such incidents to determine resolution path to the extent reasonably possible based

on information provided▪ Coordination (where appropriate) with DIR technology partners

Extensive Knowledge of DIR Applications and Technologies

Our first-hand knowledge of DIR applications combined with our deep expertise in the various technologies and platforms included in the scope of services, ensures we will be able to provide consistent, reliable, and timely maintenance and support services to DIR.

Sense Corp has successfully partnered with DIR on the following projects:

▪ BidStamp: Sense Corp designed, configured and implemented BidStamp to provide DIR with theenhanced functionality and technology needed to support procurement and contracting businessprocesses by providing a robust, information-rich eProcurement application. BidStamp wasdeveloped on the Salesforce platform and included integration with both SharePoint and DocuSign.

▪ DIR MarketPlace: In 2014, Sense Corp designed, developed and delivered the re-launch of the DIRMarketPlace (dir.texas.gov). A major component of the DIR website was delivered through theSharePoint 2013 platform, and the scope of the project included configuration of several SharePointcomponents which provide the primary services and functions for the DIR website. We alsointegrated three major elements of the website, including the Salesforce application used to managecontract and vendor information.

▪ CAPPS Implementation Support: In 2011, Sense Corp provided DIR strategic advisory services duringthe CAPPS Implementation to ensure a successful transition to the new ERP system. Sense Corpassessed the readiness of the Finance organization to adopt business process change and a new ERPsystem, led the definition of the appropriate chart of accounts structure, and defined the informationdelivery architecture to ensure DIR had accessibility to data captured in the CAPPS system to supporttheir reporting needs.



Core Skill Group Expertise

In addition to our experience with the DIR applications noted above, Sense Corp has extensive experience working with all of the Core Skill Group technologies included in the scope of DIR’s requested maintenance and support services. Our experience primarily comes from years of successfully designing, developing and implementing complex enterprise solutions that either leveraged the Core Skill Group technologies as the development platform and/or included integration with the technologies. For example, Oracle RDBMS has been used as the back-end database on many of our projects. Our full Solution Development Lifecycle (SDLC) experience with the Core Skill Group technologies provides us with an in-depth understanding of how to provide the operational, maintenance, and minor enhancement services expected by DIR.

The depth and breadth of our experience and capabilities in the Core Skill Group technologies is demonstrated by the qualifications of our proposed project team. Our proposed project team is comprised of full time Sense Corp employees (not contractors) who have extensive experience with the Core Skill Group technologies and includes individuals who have firsthand experience with DIR’s applications. Examples of our proposed team’s relevant experience which highlight our expertise in the Core Skill Group technologies include:

▪ At DIR, directed the execution of website redesign (dir.texas.gov) and e-procurement (BidStamp)development efforts, including integration with Salesforce, Microsoft SharePoint platform, andDocuSign

▪ Managed the implementation of Microsoft SharePoint internal portal collaboration tool integratedwith Oracle Business Intelligence reporting platform for a Real Estate Development and MineralsManagement Company

▪ At the Texas General Land Office (GLO), designed and implemented site structure and taxonomywithin SharePoint Online to address gaps in existing approach to information management, andtrained client stakeholders on enterprise content management and SharePoint Online

▪ Led development of a custom SharePoint 365 based portal leveraging client-side rendering toprovide a modern and unique user experience at the Texas Department of Transportation (TxDOT)

▪ At the Texas Health and Human Services (HHS), developed 200+ Jitterbit operations to migrate legacydata into the new Salesforce environment and designed and implemented strategies to integrateexternal data sources within Salesforce

▪ Designed and delivered Do Not Call API Integration with Salesforce Sales Cloud for, including legacydata migration for over 2M records for National Car Sales Company

▪ At the Texas Comptroller of Public Accounts (CPA), assisted with the installation of the SAPBusinessObjects BI Platform leveraging Oracle as the back-end database

▪ Designed and managed the implementation of BI Security Optimization in SAP BusinessObjects at amajor Healthcare Provider

▪ Architected, developed, deployed, and supported multiple solutions for Texas Health and HumanServices leveraging Oracle as the back-end database solution – services included the initialconfiguration and optimization of the database and maintenance and support for the entire solution

Additional details on the team experience and qualifications is included in Appendix C.



Case Studies – Maintenance and Support Services

Sense Corp has a proven track record of providing maintenance and support services similar to the services requested by DIR. The following examples highlight maintenance and support services provided to public and private sector clients on project that included one or more of the Core Skill Group technologies. These case studies represent a small sampling of the work we have done, and we are happy to provide DIR with additional information on these and other engagements if needed.

Client Project Summary Technologies Used

Texas Health and Human Services

Application modernization and consolidation effort to replace two legacy systems that served the licensing needs of home health agencies and long-term care facilities. Functionality of the disparate systems was combined/consolidated on the Salesforce platform, and a provider portal was created to allow for online submission of licensing applications. Contracted for maintenance and support for the new solution.

✓ Salesforce

Among others


Delivered a robust call center analytics platform that enabled HHS to properly staff call centers, respond with enhanced customer service, and demonstrate program effectiveness. Analytics dashboards display results in an easily digestible format. The analytics platform leverages Oracle database as the centralized data layer. Sense Corp provides maintenance and support for all related solutions.

✓ Oracle RDBMS

Among others


Delivered Enterprise Data Governance and Master Data Management solution. Provided maintenance and support services for the complete solution and technology stack.

✓ Oracle RDBMS

✓ Among others

New York Life

As the managed services provider for their Long Term Care business unit’s Data and Analytics program, we serve as the front door for the analytic capabilities and provide maintenance and support for all data and analytics solutions.

✓ Oracle RDBMS

✓ SAP BI

Among others



Client Project Summary Technologies Used

Charter Communications

Designed, developed, and implemented the enterprise data warehouse, reporting, and analytics and data science solutions. Sense Corp provides maintenance and support for the developed solutions.

✓ Oracle RDBMS

Among others

WellMed Medical Group

Multi-year initiative to design, develop and implement a complex enterprise wide Business Intelligence/Data Warehouse Program to enable physician and organizational performance improvement. Provided maintenance and support for the implemented solutions.

✓ SAP BI

Among others

Farm Credit Bank of Texas

Implemented a robust solution to manage unstructured content across the enterprise that facilitated features such as centralized content storage and digitization, document management, automated enforcement of records retention policies, and automated workflows. Provided maintenance and support for the implemented solution.

✓ Microsoft SharePoint

✓ DocuSign

Among others

OUR APPROACH, PROPOSED SERVICES, AND DELIVERABLES

Sense Corp understands that managing IT today involves more than just managing the technology within IT. In the same vein, IT service management should involve organizing IT as a set of services that are aligned with the business needs rather than being driven by technological needs or limitations. Sense Corp is acutely aware that our maintenance and support services must provide substantial value to DIR to ensure successful business and technical operations of DIR Commercial off the Shelf (COTS), Software as a Service (SaaS) and in-house developed systems.

Sense Corp is committed to providing DIR with high quality, responsive maintenance and support services. We will work collaboratively with DIR to define processes and procedures that meet your expectations. Our proposed maintenance and support services include the following Core Skill Groups deployed using the following systems:

▪ SalesForce.com;▪ Oracle RDBMS;▪ SAP Business Intelligence;▪ DocuSign; and▪ Microsoft SharePoint Online Server.



To this end, Sense Corp is pleased to explain how we will exceed the DIR’s expectations and requirements through our Application & Maintenance Support Services Strategy & Framework.

Application & Maintenance Support Services Strategy & Framework

The Application & Maintenance Support Services Strategy & Framework is a seamlessly integrated design, planning, and operational process designed to provide the DIR requested maintenance and support services:

Service Strategy creates a plan tailored to fit the needs of the DIR. This involves understanding DIR’s end users, capabilities and resources, and the constraints under which these services must be defined, delivered, and supported.

Service Design creates a balance between design and a diverse set of constraints. It considers how to design a service that meets the business needs and can be supported as an ongoing activity meeting all desired service levels.

Service Transition considers all elements required for a service. These elements include all aspects of a service, both technical and non-technical. This holistic view of a service ensures that the service is transitioned in a way that it can be supported as efficiently and effectively as possible.

Service Operation is where the value of the service is realized, and the strategy of DIR is executed. The Framework highlights the continual improvement in the service operation phase to continue to drive value for DIR.



Service Strategy

The service strategy for this effort will be driven by the requirements and scope described in the Statement of Work. We understand that DIR seeks an application maintenance and support services strategy that:

▪ Is cost effective using a deliverable-based approach on a fixed fee per case▪ Delivers timely and effective resolution of cases▪ Utilizes independent, trusted, and DIR-approved resources that escalate cases to DIR internal

personnel only as necessary▪ Maintains operational services and processes with minimal service disruption▪ Provides timely and accurate monthly and quarterly reporting of desired operational metrics▪ Establishes and maintains a knowledge base that contains resolution assistance and steps

Service Design

In the Service Design phase, we will work with DIR to plan a smooth and seamless transition of application maintenance and support services to Sense Corp.

Detailed Project Work Plan

Using the draft Detailed Project Work Plan created as part of this response (and included below), we will review, refine, validate, and confirm the activities needed to illustrate how we will accomplish the successful



integration of Sense Corp resources into the DIR production environment. This work plan will include the tasks and sub-tasks needed to support the transition activities and deliverables.

Case Resolution Process Documentation

We will create process documentation that provides DIR information on the case resolution process which will include:

▪ Sense Corp understanding of the nature of the reported problem or requested task.▪ Context of the source of the reported problem or task.▪ Activity performed by Sense Corp resource to move the task to a resolved state, including DIR

resources contacted during resolution process and testing methods and results. The level ofdocumentation shall be commensurate with the level of effort and complexity of the Case. Lessdocumentation is expected or required for “easier” Cases, particularly for repetitive operationalactivities.

▪ Any abnormal system situations discovered that may not be related to resolution of the Case.▪ Date and time of all activity required to resolve the Case (excluding non-activity lapsed time).▪ Backout instructions for substantial changes or new releases of Enhancements.▪ Non-application Issue: Cases can be closed after research with a determination of no application

issue found. Case may still be considered resolved within the context of this SOW due to level ofeffort required for the research/triage to reach the non-application determination. Examples of thismight be hardware or network issues.

Deliverables:

▪ Deliverable 1A: Detailed Project Work Plan (finalized version)▪ Deliverable 1B: Case Resolution Process Documentation

Service Transition

The Service Transition phase will involve the transition of knowledge from DIR to Sense Corp and training of Sense Corp resources to ultimately result in the acceptance of Sense Corp personnel in supporting each of the Core Skill Groups by providing application maintenance and support services. We will also work with DIR to develop the reporting templates for the operational quarterly and monthly status reports.



Knowledge Transfer and Knowledge Acquisition

During this phase, we will provide the resource pools that will be responsible for all application support and maintenance for each of the Core Skill Groups. We will spend time with DIR Subject Matter Experts (SMEs) for provisioning and training on the systems the Sense Corp resources will be supporting. During this training, Sense Corp resources will document and develop internal training documentation to ensure knowledge is captured and shared among the Sense Corp team. This documentation will also be used by Sense Corp to train new resource(s) that are added to the resource pool throughout the period of performance for this SOW.

Shadowing / Joint Work

Once training sessions have occurred, Sense Corp resources will work jointly with DIR resources to jointly solve user support issues and test the Sense Corp SMEs knowledge.

Acceptance of Personnel

Once DIR determines that a Sense Corp resource is qualified to work independently, DIR will notify Sense Corp of the resource approval/acceptance (via written notification). Once all Core Skill Groups have Sense Corp personnel assigned and accepted by DIR, the Transition Project Manager will transition off the effort.

Knowledge Base

Throughout this phase, the Sense Corp team will establish a knowledge base so that information discussed and reviewed during this phase can be leveraged and updated and maintained as part of the Service Operation phase.

Quarterly Report Development

As a one-time activity during the effort, Sense Corp will work with DIR to develop a Quarterly Report using the DIR-provided Case Management System. The team will identify and document the process to generate this report, so it can be repeated quarterly by the 7th of the month following each quarter.

The Quarterly Report will include the Cases Closed and Operational Metrics for the previous quarter. Operational Metrics will include, at a minimum:

1) Average Response Time vs. Benchmark for Cases reported for that period. 2) Average Resolution Time vs. Benchmark of Cases reported for that period. 3) Comparison of Estimate Level of Effort (LOE) vs. Actual LOE for Cases reported for that period. 4) Number of Reopened Cases vs. Benchmark. 5) Number of Rejected Cases vs. Benchmark. 6) Number of Cases worked by each Successful Respondent Resource and which Core Skill Group they

worked within during that period. 7) Meantime to Resolution of Cases reported for each Successful Respondent Resource for that

period. 8) Cumulative number of Cases Closed and Approved by Core Skill Group.



Monthly Report Development

As a one-time activity during the effort, Sense Corp will work with DIR to develop a Monthly Report using the DIR-provided Case Management System. The team will identify and document the process to generate this report, so it can be repeated monthly by the 7th of each month.

The Monthly Report will reflect the Cases Closed and Approved and Operational Metrics for the previous month. Operational Metrics will include, at a minimum:

1) Number of Cases worked by each Successful Respondent Resource and which Core Skill Group they worked within during that period.

2) Trending of the number of Cases against the average of the fiscal year-to-date numbers. 3) Trending of the projected number of Cases Closed and Approved by the end of fiscal year based on

average of months to date. 4) Cumulative number of Cases Closed and Approved by Core Skill Group. 5) Count of Cases by level of complexity and LOE. 6) Count of Cases by type (Operational/Maintenance/Enhancement). 7) Count of Case with “Non-application Issue.”

Deliverables:

▪ Deliverable 1C: Acceptance of Personnel ▪ Training Documentation (gathered through knowledge transfer and training sessions with DIR SMEs) ▪ Knowledge Base (establish) ▪ Deliverable 2: Quarterly Reports Development (one-time) ▪ Deliverable 3: Monthly Reports Development (one-time)

Service Operation

During the Service Operation Phase, the Sense Corp team will take over full ownership and responsibility for the resolution of cases and provide a commitment of service levels for performance as mentioned in Section 8 of the Statement of Work.

Ongoing Case Resolution

Once Sense Corp resources are approved/accepted by DIR, they can handle cases associated with their respective Core Skill Group. Sense Corp will follow the procedures outlined in Section 5.6.2 in the Statement



of Work for the assignment, status updating, and resolution of cases. The Sense Corp Support Coordinator will be the primary liaison to assign cases to Sense Corp resources within the resource pools for each Core Skill Group and will be the primary point of contact for DIR.

Our proposed support services include:

▪ Level 1, Level 2, and Level 3 support services▪ Case management from initial report to case closure for technical and application issues▪ Initial triage of such incidents to determine resolution path to the extent reasonably possible based

on information provided▪ Coordination (where appropriate) with DIR technology partners only

In general, the process for working through cases will include the following steps:

1) Sense Corp Support Coordinator will assign the case to a Sense Corp support resource for triage2) Sense Corp support resource will provide and record a preliminary assessment (initial Level of Effort

(LOE)) within the assigned Case to classify the case based on established guidelines.3) Sense Corp support resource will begin work on the case, which includes direct interaction with users

until the case is resolved. This will confirm that the support resource fully understands the case andwhat needs to be resolved.

4) Sense Corp support resource will use diagnosis to work through technical solution to resolve thecase.

5) Sense Corp support resource will validate resolution of the issue with internal validation / testing(where possible).

6) Sense Corp support resource will notify the end user of case resolution and confirm resolution.7) DIR end user will validate resolution of the issue with validation / testing.8) Sense Corp support resource will document the result and method of resolution and add to the

knowledge base (where appropriate).9) Reopened Cases: Cases that are returned to DIR in a “Resolved” state that are not deemed resolved

by DIR personnel can be re-initiated and either resolved by DIR resources or re-submitted to SenseCorp. If DIR resources then resolve the Case, the original Case to Sense Corp is not billable to DIR. Insituations where a Case is re-submitted to Sense Corp the original Case submission will not count as abillable Case to DIR. Only Cases successfully completed and approved by DIR will be deemed asbillable. Sense Corp shall track Cases that fit this profile and provide additional training to Sense Corpresources as necessary.

10) Cases Rejected by Sense Corp: Cases that are returned to DIR in an un-resolved state that arerejected by Sense Corp must be accompanied with a written explanation of reason for rejection. IfDIR deems the rejected Case is not within the scope of work, that Case will not be counted againstthe maximum allowed rejections. Any rejected Case shall not count as a billable Case to DIR. SenseCorp shall track Cases that fit this profile and provide additional training to Sense Corp resources asnecessary. Failure to remain within the set Service Level for number of Cases Rejected by Sense Corpmay result in a remedy.

For Level 1 support, Sense Corp resources will filter help desk calls and perform basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 resource will gather and analyze information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.



As part of Level 2 support, Sense Corp resources will handle break/fix, configuration issues, troubleshooting, software installations, and hardware repair. We will handle escalated issues that Level 1 support is not equipped to handle. Level 2 will sometimes escalate to Level 3, depending on the issue. A level 2 resource will research and implement fixes for new issues and only escalate to Level 3, if it is out of their skill set or ability to solve.

For Level 3 support, Sense Corp resources with work jointly with DIR SMEs to handle all escalations related to troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. A Level 3 resource will serve as an escalation point for difficult issues and may include hardware and software vendors, such as vendor software support, printer and copier maintenance, etc.

Through providing the various support services, we will ensure the continued execution of existing scripts or batch processes for scheduled daily cases and ad hoc operational cases, interact with end users as necessary to understand and resolve operational issues, utilize DIR-provided tools to capture task-based activities, and escalate cases with DIR SMEs or technology providers only where necessary.

Operational Reporting & Monitoring

As part of the Service Operation phase, Sense Corp will deliver quarterly and monthly status reports with the required operational metrics within the required timeframes. In addition, during the monthly status reporting, Sense Corp will include any exceptions, issues, or areas of concern and highlight any areas where opportunities for improvement may exist.

Continual Service Improvement

To improve process effectiveness, efficiency, cost effectiveness, the Sense Corp team will utilize a continual service improvement (CSI) approach to the Service Operation phase. For DIR, this means we will:

▪ Review and analyze case resolution data and trends to ensure that services are meeting agreed service levels

▪ Review case resolution data to ensure processes and procedures are achieving the desired results ▪ Conduct quarterly meetings with the team to highlight areas of improvement or concern ▪ Present recommendations to DIR team for improvements ▪ Assist in prioritizing improvement opportunities ▪ Build our knowledge base to reduce duplication of effort and more timely resolution of cases ▪ Conduct joint status meetings with DIR (as needed) to address issues, risks, areas of improvement or

concern

Deliverables:

▪ Deliverable 4: Operational Quarterly Status Reporting (by 7th of month following that Quarter) ▪ Deliverable 5: Operational Monthly Status Reporting (by 7th of each month) ▪ Deliverable 6: Operational Deliverables – Cases ▪ Knowledge Base (updated and maintained)

Benefits of Our Approach

Sense Corp is uniquely qualified to assist DIR with the application maintenance and support services they are seeking through this SOW. The benefits of our approach include:



▪ Sense Corp will partner with DIR to ensure leadership expectations are set well and met. We buildstrong relationships with business and technical team members and encourage collaborationthrough:

o Frequent and effective communicationo Effectively mitigating risko Documentation of critical decision points, and interim and final project deliverableso Actionable Recommendations

▪ Sense Corp will ensure deliverable quality. We focus on value and bring accountability.▪ Sense Corp will leverage its extensive experience with DIR to bring a team that is familiar and

knowledgeable about DIR systems, people, and processes. This experience will accelerate thetransition planning and knowledge transfer process and ultimately result in more timely and efficientresolution of cases.

▪ The services Sense Corp provides are based on a knowledge that goes beyond technical expertise.Our team consists of individuals who can communicate with DIR in terms that the businessunderstands. It is through this approach that Sense Corp will provide optimized services to exceedDIR’s expectations and requirements.

▪ We have a culture of collaboration and knowledge sharing. Our resources work well together and willdocument knowledge gained throughout the process, so we can collectively leverage this informationas a group to provide better service delivery and ensure alignment with DIR service levels.

▪ We are passionate about providing the best customer experience and making sure items are resolvedto an end user’s satisfaction. We will always go the extra mile to provide exceptional service.

▪ We are always looking for ways to improve and won’t hesitate to highlight areas of opportunity andrecommendations for DIR.

DRAFT DETAILED PROJECT WORK PLAN

The Draft Detailed Project Work Plan reflects deliverable completion dates in line with DIR’s expectations as indicated in the SOW. We plan to submit the monthly status reports on the 3rd of the month (or the next business day when the 3rd is not a business day) and the quarterly status reports on the 5th of the month following the quarter. The overall timeline is for a period of performance of two (2) calendar years as mentioned in the SOW.

A summary of deliverable activity dates is below:

ID Task Name Duration Start Finish Predecessors

1 Deliverable #1: Transition Planning & Acceptance of Personnel

5 days Tue 9/4/18 Mon 9/10/18

16 Deliverable #2: Quarterly Report Development (One-Time)

5 days Thu 9/6/18 Wed 9/12/18

20 Deliverable #3: Monthly Reports Development (One-Time)

5 days Thu 9/6/18 Wed 9/12/18 1FS-3 days

24 Deliverable #4: Operational Quarterly Status Reporting (on the 5th of the month following the quarter)

458 days Wed 9/5/18

Fri 6/5/20



34 Deliverable #5: Operational Monthly Status Reporting (on the 3rd of the month)

456 days Mon 11/5/18

Mon 8/3/20

58 Deliverable #6: Operational Deliverables – Cases (Ongoing)

521 days Tue 9/4/18 Tue 9/1/20

All tasks in the Draft Detailed Project Work Plan are illustrated in the plan below with submissions to DIR and completion of deliverables highlighted in red font.

ID Task Name Duration Start Finish

1 Deliverable #1: Transition Planning & Acceptance of Personnel 5 days Tue 9/4/18 Mon 9/10/18

2 Detailed Project Work Plan / Transition Project Plan 2 days Tue 9/4/18 Wed 9/5/18

3 Update and finalize draft Detailed Project Work Plan 1 day Tue 9/4/18 Tue 9/4/18

4 Submit finalized Detailed Project Work Plan to DIR 1 day Wed 9/5/18 Wed 9/5/18

5 Process Documentation 5 days Tue 9/4/18 Mon 9/10/18

6 Create Process Documentation for case resolution 4 days Tue 9/4/18 Fri 9/7/18

7 Submit Process Documentation to DIR 1 day Mon 9/10/18

Mon 9/10/18

8 Acceptance of Personnel 5 days Tue 9/4/18 Mon 9/10/18

9 Training sessions with internal DIR SMEs 4 days Tue 9/4/18 Fri 9/7/18

10 Provisioning and training on DIR systems 4 days Tue 9/4/18 Fri 9/7/18

11 Develop internal training for DIR-assigned resources & obtain approval from DIR

4 days Tue 9/4/18 Fri 9/7/18

12 Shadowing / Joint Work with DIR 4 days Tue 9/4/18 Fri 9/7/18

13 Establish knowledge base from learning from training sessions

4 days Tue 9/4/18 Fri 9/7/18

14 DIR provides approval on resource(s) to work independently 1 day Mon 9/10/18

Mon 9/10/18

15 Deliverable #1 Completion 0 days Mon 9/10/18

Mon 9/10/18

16 Deliverable #2: Quarterly Report Development (One-Time) 5 days Thu 9/6/18 Wed 9/12/18

17 Develop Quarterly Report template 4 days Thu 9/6/18 Tue 9/11/18

18 Submit Quarterly Report template to DIR 1 day Wed 9/12/18

Wed 9/12/18

19 Deliverable #2 Completion 0 days Wed 9/12/18

Wed 9/12/18

20 Deliverable #3: Monthly Reports Development (One-Time) 5 days Thu 9/6/18 Wed 9/12/18

21 Develop Monthly Reports template 4 days Thu 9/6/18 Tue 9/11/18



22 Submit Monthly Reports template to DIR 1 day Wed 9/12/18

Wed 9/12/18

23 Deliverable #3 Completion 0 days Wed 9/12/18

Wed 9/12/18

24 Deliverable #4: Operational Quarterly Status Reporting (on the 5th of the month following the quarter)

458 days Wed 9/5/18 Fri 6/5/20

25 Submit Quarterly Status Report to DIR (on 5th of the month following the quarter)

458 days Wed 9/5/18 Fri 6/5/20

26 Submit Quarterly Status Report to DIR 1 1 day Wed 9/5/18 Wed 9/5/18

27 Submit Quarterly Status Report to DIR 2 1 day Wed 12/5/18

Wed 12/5/18

28 Submit Quarterly Status Report to DIR 3 1 day Tue 3/5/19 Tue 3/5/19

29 Submit Quarterly Status Report to DIR 4 1 day Wed 6/5/19 Wed 6/5/19

30 Submit Quarterly Status Report to DIR 5 1 day Thu 9/5/19 Thu 9/5/19



33 Submit Quarterly Status Report to DIR 8 1 day Fri 6/5/20 Fri 6/5/20

34 Deliverable #5: Operational Monthly Status Reporting (on the 3rd of the month)

456 days Mon 11/5/18

Mon 8/3/20

35 Submit Monthly Status Report to DIR (on 3rd of the month) 456 days Mon 11/5/18

Mon 8/3/20

36 Submit Monthly Status Report to DIR 1 1 day Mon 11/5/18

Mon 11/5/18


Mon 12/3/18

38 Submit Monthly Status Report to DIR 3 1 day Thu 1/3/19 Thu 1/3/19

39 Submit Monthly Status Report to DIR 4 1 day Mon 2/4/19 Mon 2/4/19


41 Submit Monthly Status Report to DIR 6 1 day Wed 4/3/19 Wed 4/3/19

42 Submit Monthly Status Report to DIR 7 1 day Fri 5/3/19 Fri 5/3/19




46 Submit Monthly Status Report to DIR 11 1 day Tue 9/3/19 Tue 9/3/19

47 Submit Monthly Status Report to DIR 12 1 day Thu 10/3/19 Thu 10/3/19


Mon 11/4/19












58 Deliverable #6: Operational Deliverables – Cases (Ongoing) 521 days Tue 9/4/18 Tue 9/1/20

59 Provide services to resolve cases, update case management system(s), and update knowledge base (as needed)

521 days Tue 9/4/18 Tue 9/1/20



2. MANDATORY PRICING SHEET

RFP Page 13, Section 11.3 Offeror Submission Requirements 2) Mandatory Pricing Sheet. Respondent must complete and submit in its proposal all pages of the Appendix B Mandatory Pricing Sheet.

This should include all costs associated with the offered services as described in Respondent’s solution and any assumptions used to determine pricing.

APPENDIX B – MANDATORY PRICING SHEET

Respondent must include all costs for proving services as defined in this SOW. This form must be completed and submitted with proposal.

Per Case Rate

The Respondent shall provide a single, blended rate per Case. The price per Case should be inclusive of all costs associated with providing the services as defined in this SOW.

Name Case Rate

System Support for: Oracle, Salesforce.com, SAP Business Intelligence, Microsoft SharePoint Online, and DocuSign

$152 Per Case

Deliverables Payment Plan & Invoicing

The Respondent shall price Deliverables 1 – 3 as a fixed, one-time amount.

Respondent Deliverables 4, 5, & 6 will be billed at the rate per Case rate as indicated.

Deliverable No.

Deliverable Name One Time or Cost per Case

1 Transition Project Plan and Planning Activities and Acceptance of Vendor Personnel

$40,000

2 Quarterly Reports Development (One Time) $500

3 Monthly Reports Development (One-Time) $500

4 Operational Quarterly Status Reporting by 7th of month following that Quarter.

Per Case Rate – 1 per month

5 Operational Monthly Status Reporting by 7th of each month

Per Case Rate – 1 per month

6 Operational Deliverables – Cases Per Case Rate * the number of Completed Cases per month



PRICING ASSUMPTIONS

▪ Pricing, timelines and durations are based on a September 2018 start date. If the project begins afterthat date, the timing of the project activities will shift accordingly.

▪ It is assumed that DIR SMEs will be available as needed to support project activities as indicated inthe proposed project plan.

▪ Deliverable #1 pricing is based on knowledge transfer/training activities of 40 hours for eachproposed resource.

▪ Sense Corp resources will have the necessary access granted to DIR systems to support plannedknowledge transfer / training activities as indicated in the proposed project plan.



3. PERSONNEL

RFP Page 13, Section 11.3 Offeror Submission Requirements 3) Personnel. Respondent shall complete Appendix C Personnel and include all requested Key Personnel Resumes to demonstrate

qualifications of proposed staff. Resumes may not be representational but instead must be specific to the personnel proposed by the Respondent. Resumes shall be no longer than three (3) pages in length and should be specific to the services outlined in this SOW.

APPENDIX C – PERSONNEL

1 Conditions of Submission of Personnel.

a) Resumes of Respondent personnel assigned to DIR Core Skill Groups must be provided with the

Respondent Response. Resumes shall include experience levels for assigned Core Skill Group, as well

as, any Certification documentation in that related area.

b) DIR will conduct a Criminal background checks on all Successful Respondent resources that will be

providing support services to DIR. DIR will conduct these background checks through its normal

channels. DIR reserves the right to charge the Successful Respondent for the cost of these

background checks.

c) The Successful Respondent shall assign approved trained resource(s) for each of the Core Skill Group

named in the table below.

d) DIR has the right to reject any Successful Respondent personnel deemed not suitable to providing the

services.

2 Key Personnel

Respondent shall provide the names of proposed Key Personnel.

Key Position Name Resume Attached?

Executive / Signatory Bita Hiller Yes

Transition Project Manager Shikhar Singh Yes

Support Coordinator Kevin Lu Yes



3 Internal Staff or Contracted Support Staff Core Skill Group Identification

Respondent shall provide the following information for all proposed staff.

Support Staff (Must match resumes provided by the Vendor)

Core Skill Group Name

Can

no

t Su

pp

ort

Inte

rnal

Co

ntr

acto

r

Un

kno

wn

at

Sub

mis

sio

n

Names

Oracle RDBMS X Chris Ouimet

Oracle RDBMS X Itai Makubise

SalesForce.com X Chelsea Waldheim

SalesForce.com X Tim Eckl

SalesForce.com X Kevin Lu

SAP Business Intelligence X Melinda Rocha

DocuSign X Shikhar Singh

Microsoft SharePoint Online Server X Shikhar Singh

Microsoft SharePoint Online Server X Dane Sauceda

Microsoft SharePoint Online Server X Benjamin Carver



RESUMES FOR KEY PERSONNEL & STAFF

Bita Hiller – Executive / Signatory

Bita Hiller is a partner with the firm with over 15 years of experience and is a key leader within Sense Corp. She contributes to the success of Sense Corp clients as an Engagement Manager with deep business analysis and strategic planning experience that encompasses business management projects and systems integration projects, providing a breadth of knowledge to any project team. She specializes in understanding the business challenges clients face and dissecting those into manageable areas to drive change while maintaining focus on the client’s overall vision and goals. She fosters a collaborative environment between business and technology stakeholders to ensure successful and mutually beneficial change. With her diverse experience within the private and public sectors and strong business and technical background, she brings assurance that projects under her direction are completed on time, within budget, and with a high level of quality.

Experience

Texas Health and Human Services (March 2014 – Present)

▪ Responsible for overall success of the Enterprise Data Governance and Master Data Managementprojects

▪ Directing 12-month project to modernize legacy licensing and regulation applications ontoSalesforce.com platform

▪ Led and managed team to deliver, support, and maintain business and technical metadatarepositories using custom developed solutions

▪ Directed team to develop, support, and maintain Informatica Enterprise Master Data Managementsolution consolidating and standardizing key member and provider information from over 10 sourcesystems to create member master and provider master data

▪ Managed effort to expand sources and attributes in the Enterprise Master Data Managementsolution and further incorporate usage of master data into HHS business processes

▪ Managed scope and program budget of almost $10M over multiple years▪ Provided oversight and leadership to establish Enterprise Data Governance Program and create Chief

Data Office▪ Maintained accountability for the quality and delivery of all project deliverables▪ Carried out responsibilities that include managing issues and risks effectively to ensure project

success▪ Engaged and communicated with key program stakeholders to ensure successful delivery

Texas Department of Information Resources (May 2013 – March 2015)

▪ Provided oversight and accountability for execution of all Sense Corp projects▪ Ensured projects were aligned with agency’s overall strategic priorities and identified opportunities

for improved efficiencies and optimization▪ Directed the execution of website redesign (dir.texas.gov) and e-procurement development efforts,

including integration with Salesforce, Microsoft SharePoint platform, and DocuSign▪ Responsibilities included managing issues and risks effectively to ensure project success▪ Accountable for the quality and delivery of all project deliverables▪ Engaged and communicated with key program stakeholders to ensure successful delivery



University of Texas at Austin (August 2013 – June 2014)

▪ Managed effort to replace shared web hosting infrastructure from legacy Solaris solution to highly-available, cloud-capable, geo-located LAMP stack with 99.5 percent or higher availability

▪ Provided direction and guidance on project execution framework

Fortune 500 Financial Services Company (December 2012 – April 2013)

▪ Assessed the current capabilities and limitations of the information delivery activities ▪ Provided recommendations focused on people, process, and technology improvements to address

identified gaps ▪ Assisted in establishment of a Chief Data Office centralizing the functions of project management,

data governance, and information delivery into a single matrixed department ▪ Defined improved prioritization, evaluation, and approval policies and processes to more effectively

manage information delivery activities ▪ Provided advisory services supporting transformation of information management activities

Agricultural Lender and Financial Services Cooperative (July 2011 – January 2013)

▪ Collaborated with client’s executive team to develop and define enterprise-level roadmap to align strategic objectives with corporate project management office

▪ Led a multi-million-dollar effort to conform and standardize loan portfolio information used for analytical reporting by over 500 users, utilizing MicroStrategy delivery platform

▪ Advised senior management on operational improvements to facilitate business transformation ▪ Managed core team of 20 members, including Sense Corp consultants, client personnel, and client

contractors

Physician Owned Healthcare Service Provider (November 2010 – June 2011)

▪ Defined strategic program to expand end user adoption of Enterprise Data Warehouse, which included subject areas such as Members, Eligibility, Providers, Medical Claims, Pharmacy Claims, Lab Results, Medical Management, and Reference/Master Data

▪ Assisted in the establishment of a data governance program ▪ Contributed in data quality initiative to drive business process changes to improve data quality ▪ Managed conversion of operational reports to SAP BusinessObjects reporting tool by team of Sense

Corp and client resources

Real Estate Development and Minerals Management Company (October 2009 – September 2011)

▪ Enabled information delivery platform for real estate segment resulting in improved operational efficiency and efficacy by consolidating 75 manually produced reports to 15 standardized, automated reports

▪ Managed the implementation of Microsoft SharePoint internal portal collaboration tool integrated with Oracle Business Intelligence reporting platform

▪ Facilitated requirements gathering and group work sessions to understand client needs ▪ Conducted assessment of real estate segment resulting in prioritized projects and implementation

roadmap

Leading Reloadable Prepaid Debit Cards and Prepaid Debit Card Service Provider (May 2007 – October 2009)



▪ Conducted information delivery assessment by interviewing over 50 members (25 percent) oforganization, resulting in business intelligence roadmap and value matrix

▪ Managed and contributed to the implementation of three subject-area oriented data marts forEnterprise Data Warehouse utilizing the Oracle Business Intelligence reporting platform

▪ Analyzed client’s proprietary system and recommended changes to improve clearing and settlementprocesses in preparation for initial public offering

▪ Managed and assisted in implementation of custom application to process financial transactions andmanage the settlement of funds between client, issuing banks, customers, and distributors

▪ Managed implementation of systematic model for master/reference data contained in Master DataManagement (MDM) solution to define hundreds of types of transactions, to be managed byaccounting team and used directly by integration process

▪ Led a team of 15 Sense Corp consultants, client resources, and client contractors

Fortune 50 Financial Services Company (February 2006 – April 2007)

▪ Facilitated business requirements gathering for enterprise-wide mortgage loan origination system▪ Interviewed 50 disparate business users to research and analyze their current and future needs▪ Analyzed 1,500 existing data elements and mapped to new enterprise-wide origination system▪ Documented transformation process for over 15 downstream systems for origination data elements

Texas Health and Human Services Commission (August 2003 – September 2005)

▪ Contributed to team implementing a large-scale comprehensive welfare management applicationsupporting the integration of multiple public assistance programs in addition to determiningeligibility and issuing benefits

▪ Managed and supervised quality assurance team of 20 testers made up of subcontractor and clientfield staff who tested the application

▪ Successfully designed and implemented test strategy to gain greater efficiency in reports testing▪ Collaborated with client and consulting staff to resolve discrepancies and issues in requirements and

business processes

Education

▪ Bachelor of Business Administration, Management Information Systems, The University of Texas atAustin,

▪ Bachelor of Arts, Spanish, The University of Texas at Austin▪ Certificate, Bryce Harlow Institute on Business and Government Affairs, Georgetown University

Technology

▪ Business Intelligence: Informatica, MicroStrategy, Oracle Business Intelligence, SAP BusinessObjects,Microsoft

▪ Enterprise Content Management: Microsoft SharePoint▪ Database Management Systems: Microsoft SQL Server, Oracle▪ Application Development: Salesforce



Shikhar Singh – Transition Project Manager, DocuSign, Microsoft SharePoint Online Server

Shikhar is a senior level technology consultant who architected and led the development of the DIR eProcurement solution and also led the development of the DIR Marketplace solution. He has extensive experience with a wide variety of technologies, including Salesforce, SharePoint and DocuSign. He has a background in web application development, advanced testing, search engine optimization, and web architectures. His passion for driving solutions that integrate people, process, and technology allows him to excel at all parts of the project lifecycle. His methodical and solution-oriented mindset when assessing problems has consistently enabled him to quickly develop new skillsets and add value to all project teams.

Experience

Enterprise Self-Storage Provider (August 2017 – Present)

▪ Synthesized information gathered during enterprise evaluation to yield vision and actionable plan for how to improve core challenges in existing web presence.

▪ Evaluated issues with current web platform and implemented seven distinct solutions to improve performance for upcoming high-traffic season.

▪ Conducted evaluation of several enterprise-grade web content management platforms to determine which best aligns with business and technology needs and enables next-gen web presence.

▪ Lead all presentations with a blend of c-suite executives, marketing, and IT stakeholders communicating project updates and deliverables while keeping audience engaged.

Texas General Land Office (June 2017 – August 2017)

▪ Conducted interviews with internal subject matter experts to determine existing information architecture.

▪ Designed and implemented site structure and taxonomy within SharePoint Online to address gaps in existing approach to information management.

▪ Educated and trained client stakeholders on enterprise content management and SharePoint Online.

Leading Fleet Management Company (June 2017 – Present)

▪ Pair coded and provided mobile application development expertise to facilitate development of new features and functionality leveraging junior development team.

▪ Researched and developed proof-of-concepts for complex functionality leveraging modern JavaScript (Angular/Ionic).

▪ Reviewed code and development approaches to ensure that solutions developed exceeded client expectations.

Leading Medical & Transportation Management (May 2017 – June 2017)

▪ Conducted code review and internal IT audit of 6 mobile, desktop, and web applications and related backend infrastructure (C#/.NET, Angular, Ionic & Windows Forms).

▪ Interviewed development leads and audited code to determine if applications followed best practices and identify gaps / areas of improvement.

▪ Synthesized findings and opportunities for senior executive leadership in order to support ongoing strategic partnership.



Department of Information Resources (September 2016 – May 2017)

▪ Conducted interviews with internal stakeholders in order to understand business process and requirements associated with the procurement lifecycle.

▪ Architected solution for and led development of enterprise application automating 160 step business process that supported procurement related activities. (C#, .NET MVC, SharePoint, Salesforce)

▪ Managed implementation team of 4+ consultants to support documenting, testing and end-user training for developed solution.

Global Real Estate Investment Trust (May 2016 – August 2016)

▪ Re-architected enterprise application automating maintenance for global commercial real-estate organization.

▪ Led solution design and implementation serving in both Sr. Developer and Jr. Technical Architecture roles.

▪ Provided guidance, solution design, and reviewed code for junior developer in order to ensure developed solution exceeded client expectations.

Texas Department of Transportation (September 2015 – November 2015)

▪ Lead discovery and design exercise to understand and bucket existing collateral into discernable content types.

▪ Developed a custom metadata taxonomy to drive content management and filtering. ▪ Lead development of a custom SharePoint 365 based portal leveraging client-side rendering to

provide a modern and unique user experience.

Department of Public Safety (July 2015 – September 2015)

▪ Delivered four distinct business cases outlining benefits and drawbacks of several approaches to extending the application.

▪ Evaluated architecture of the existing Drawbridge application to understand the gaps and opportunities regarding the Drawbridge+ application and broader technology infrastructure.

▪ Weighed the benefits and drawbacks of six rapid application development frameworks to assess best option for the custom application business case.

▪ Served as technology lead, collaborating with vendors to better assess options and associated costs.

Department of Information Resources (September 2014 – December 2014)

▪ Led large-scale application development project involving SharePoint, C#, HTML5/CSS3, JavaScript, and PowerShell

▪ Researched, planned and executed advanced testing for a large-scale public sector using best practices around security, load, and penetration testing.

▪ Identified and pair coded to implement bug fixes that satisfied security best practices. ▪ Developed PowerShell scripts to automate data-migration, disparate document analysis and content

loading for testing purposes. ▪ Identified the need for additional capacity through load testing and performance testing and directly

helped influence the client to add an additional server in order to load balance.

Health Promoting NPO (August 2014 – September 2014)

▪ Delivered a comprehensive marketing plan to the client on time which integrated a marketing strategy for the all-digital solution which was announced a week before project completion.



▪ Owned and was responsible for the following key deliverables: Marketing Plan, Communication Plan, All-Digital Future State, Stakeholder Meeting Notes)

▪ Used technical knowledge to help the team understand the business value of the product in context of their IT infrastructure.

▪ Conducted interviews with marketing board members, strategic directors and CRM staff in order to gain a comprehensive understanding of the organization and it’s needs.

Education

▪ Major in Information Systems, The University of Texas at Austin [McCombs Business School] ▪ Minor in History, The University of Texas at Austin [College of Liberal Arts]

Technology

▪ Front-End Development: HTML5, CSS3, LESS, JavaScript Frameworks (JQuery, React, Angular, Blaze) Photoshop/Design tools

▪ Back-End Development & Scripting: ASP.NET, C#, .NET/MVC, Full Stack JavaScript (Node.js), Python, SQL, Basho, C++, PowerShell, PHP, Sails.js, PL/SQL

▪ Frameworks & IDEs: Full Stack JavaScript (MEAN), Visual Studio, .NET Forms (ADO & EF), C#/MVC, OS Integration Studio, OS Service Studio, SQL Server Management Studio, SQL Developer, Business Objects, Xamarin Studio, DataStax Platform, Apache Cassandra, Windows PowerShell ISE, PowerShell Terminal, SharePoint PowerShell Snap-In

Kevin Lu – Support Coordinator, Salesforce.com

Kevin is a Technical Lead, senior level Technical Developer, and a certified Salesforce developer. With his

strong analytical capabilities, he excels at understanding complex business processes and identifying client

objectives. Additionally, his strong technical skills allow him to bridge the gap between the technical and

business sides of clients.

Experience

Texas Health and Human Services (September 2017 – Present)

▪ Modified and enhanced an existing Salesforce data model from a Sybase and an Oracle data model for a long-term care licensing application

▪ Developed 200+ Jitterbit operations to migrate legacy data into the new Salesforce environment ▪ Designed and implemented strategies to integrate external data sources within Salesforce

Fortune 100 Insurance Company (May 2017 – September 2017)

▪ Rebuilt the underlying data model for claims reporting and reserves calculations to accommodate a source data migration

▪ Created over 20 new ETL procedures that integrated with existing data loads

Texas General Land Office (March 2017 – May 2017)

▪ Conducted over a dozen interviews with both business users and system administrators to determine the technical landscape of applications used for coastal activities



▪ Presented insights and recommendations for their digital infrastructure, mobile application development strategy, and document storage strategy

Global Real Estate Investment Trust (September 2016 – January 2017)

▪ Developed and demoed lease management inspection application enhancements to key business stakeholders

▪ Standardized existing forms and developed new inspection forms capable of translating to 11 languages

▪ Increased application performance by reducing database overhead and static web parts

Fortune 100 Insurance Company (July 2016 – September 2016)

▪ Managed code deployment process for over 50 DataStage jobs ▪ Created job design templates for the upcoming BI end-solution meant to move reporting away from

spreadsheets ▪ Coordinated the migration of the codebase during the underlying platform upgrade and conducted

tests to ensure no loss in functionality

Fortune 500 Telecommunications Company (April 2015 – June 2016)

▪ Tested the validity of data and ETL procedures for a next-generation business warehouse that processed hundreds of thousands of new records daily

▪ Utilized and improved an automated testing framework, generating and executing over 300 tests ▪ Analyzed report requests and issues and determined the impacts of resulting changes ▪ Trained other resources on the intricacies of the different workstreams and procedures

Global Provider of Climate Control Solutions (March 2015 – April 2015)

▪ Created over 70 workflows in Business Objects Data Services across three ETL layers ▪ Streamlined the ETL processes to run in the desired 4-hour window

Non-Profit Higher Education Student Services Provider (December 2014 – March 2015)

▪ Developed over 80 enhancements for a .NET web application leveraging a cloud-based, platform-as-a-service, rapid application development framework

▪ Optimized existing code base by making certain functionalities more modular, reducing software unit usage and simplifying code maintenance

▪ Documented training processes for newly-developed features ▪ Provided ongoing support of the application and always responded to requests within the 24 hour

SLA

Global Leader in Infrastructure Protection (September 2014 – December 2014)

▪ Upgraded the Business Objects Data Services (BODS) instance from version 3.2 to 4.2 ▪ Moved the client from a single development environment to a multiple-environment setup ▪ Created documentation of the upgrade process and best practices with the new environment

University of Texas at Austin (September 2013 – June 2014)

▪ Designed and built 99.5% highly–available, cloud-ready, Unix shared hosting environment ▪ Coordinated performance testing and benchmarking of the hosting environment ▪ Simulated scenarios to test disaster recovery and proper failover to the hot backup at all four layers

of the LAMP stack



▪ Publicized and solicited feedback from multiple committees and stakeholders

Health Related Non-Profit Organization (August 2013 – September 2013)

▪ Conducted a feasibility study for the organization’s product launch ▪ Performed detailed industry and competitor analyses ▪ Created high-quality client deliverables for client consideration during product launch

Internal Contributions

Amazon Web Services – Administrator

▪ Manages the creation and maintenance of 25+ EC2 instances across 3 different regions ▪ Provisions RDS instances for internal database training purposes ▪ Controls access to instances and AWS resources via IAM groups, policies, and roles

Education

▪ Bachelor of Business Administration – Management Information Systems, The University of Texas at Austin

Technology

▪ Salesforce Certification: Platform Developer I ▪ Database Management Systems: Microsoft SQL Server, MySQL, Microsoft Access, Teradata ▪ Server Management: RedHat Enterprise Linux 6.x ▪ Business Intelligence: IBM DataStage, SAP BusinessObjects, Jitterbit ▪ Data Modeling: Visio ▪ Procedural Languages: T-SQL, P-SQL ▪ Programming and Development: C#, Visual Basic, PHP, Java, Outsystems, Apex, Visualforce ▪ Web Frameworks: ASP.NET, MVC ▪ Project Management: Trello, JIRA ▪ Cloud Platforms: AWS, Salesforce

Chris Ouimet – Oracle RDBMS

Chris is a senior level Technical Developer, who brings a diverse background in many aspects of application

development, including experience with Oracle RDBMS. He has significant experience in both data

warehousing and web application development. He prefers to work directly with stakeholders to determine

what their company’s needs are, and what steps need to be taken in order to fulfill those requirements in the

most efficient and effective manner.

Experience

Lease Accounting Software Company (March 2018 – Present)

▪ Serves as the Technical Lead and SME for data conversion efforts.



▪ Designed and Developed a testing accelerator that dramatically reduced development and testing

timelines

▪ Architected a data conversion ETL process using SSIS, T-SQL Stored Procedures, and Mapforce.

▪ Created training program and materials for technical resources and assist in training non-technical

resources.

Analytics Platform as a Service Development Project (January 2018 – March 2018)

▪ Created a data conversion framework utilizing Informatica Big Data Manager

▪ Integrated Informatica BDM into a Cloudera based Hadoop environment.

▪ Developed a wide variety of ETL uses cases utilizing technologies such as Spark, Hive, Amazon S3, Amazon

EMR, and Cloudera Altus.

▪ Configured Cloudera Hadoop environment, enabling integration into Informatica services such as

Enterprise Data Catalog and Axon.

▪ Stood up an Informatica environment using AWS EC2 and RDS(Oracle)

Fortune 500 Telecommunications Company (April 2017 – December 2017)

▪ Served as the primary technical touchpoint for the Marketing BI team.

▪ Forecasted development efforts and managed development timelines.

▪ Created Powercenter workflows to load upstream data extracts into the Teradata environment.

▪ Architected Teradata ETL processes.

▪ Overhauled the marketing BI development team’s testing process.

Fortune 500 Telecommunications Company (December 2016 – April 2017)

▪ Integrated new data sources into an existing commissions process.

▪ Identified and coordinated the resolution of upstream data defects.

▪ Modified existing procedure logic to include new business requirements.

▪ Completed regression testing ensuring code changes did not impact the existing process.

▪ Managed a constantly shifting set of business and technical requirements.

▪ Completed additional BI support tasks during the implementation.

Fortune 500 Telecommunications Company (June 2016 – December 2016)

▪ Conducted a Gap Analysis of over 50 stored procedures.

▪ Updated ETL process to include a new data source despite data gaps.

▪ Ensured table design was future proofed for when missing data elements became available.

▪ Completed regression testing ensuring code changes did not impact the existing process.

▪ Updated the business logic being used in the new data feed.

Fortune 500 Telecommunications Company (December 2015 – June 2016)

▪ Aided in decommissioning an old EDW by migrating legacy ETL processes onto a next-gen EDW.

▪ Completed all source to target mappings required to migrate the processes.

▪ Developed 15 new fact and dimension tables needed to complete the new processes.

▪ Ensured the new processes matched the specifications provided by the business.



▪ Performed data validation testing on the new processes.

▪ Created technical documentation detailing the final ETL process.

▪ Completed all SQL development using Teradata's SQL assistant.

Construction and Project Management Service Provider (November 2015 – January 2016)

▪ Analyzed and documented previous excel based pricing estimate process.

▪ Completed all VBA and SQL development needed to communicate with the JD Edwards system.

▪ Aided in decommissioning aging hardware by migrating legacy processes onto the new server.

▪ Authored technical documentation detailing the new processes.

Texas Health and Human Services (June 2015 – October 2015)

▪ Utilized Informatica Metadata Manager to manage and track data model metadata across 30+ sources

systems.

▪ Set up and configured Oracle database for use with Informatica toolset.

▪ Created a SAX Basic Macro within ER Studio that can compare and export large volumes of Metadata.

▪ Designed and developed an Excel based solution that is able to quickly compare and convert large

volumes of metadata into an XML file that can be consumed by a previously developed Change

Management System.

Leading Health Analytics Company (September 2012 – June 2015)

▪ Designed, documented, and delivered databases containing millions of records of healthcare data for

both commercial and public enterprises.

▪ Cleansed, normalized, and transformed raw data files using both industry standard, and internally

developed tools.

▪ Assessed data quality of 30+ incoming data feeds on a monthly basis. This data included Eligibility,

Facility, Professional, Drug, Provider, Financial, Wellness, and Disability information.

▪ Created a large set of automated reports designed to detect data defects.

▪ Participated in bi-weekly meetings with clients and data suppliers to plan for future changes, new fields,

and resolve any data quality issues.

▪ Migrated a large number of DataStage jobs over to a Propriety ETL solution.

Education

▪ Bachelor of Science, Telecommunications Information Studies and Media, Michigan State University

Technology

▪ Programming Languages: SQL, PL/SQL, DML Scripting, Visual Basic, SAX Basic, Javascript, HTML, CSS, C#,

C++, Java, Python, ActionScript, .NET Framework, SharePoint, Propriety ETL Scripting Languages

▪ Database Management Systems: Oracle, SQL Server, Teradata, JDE(AS400), MySQL, Propriety RDMS

▪ ETL Tools: Teradata, IBM DataStage, Oracle UC4, Informatica, Proprietary ETL Tools, SSIS

▪ Data Modeling Tools: ER Studio, ERWIN, Propriety Data Modeling Tools

▪ Business Intelligence Tools: Cognos, MicroStrategy, Propriety BI Reporting Tools



▪ Development Tools: Microsoft Visual Studio, SVN, Rational Application Developer, Eclipse, Netbeans

Proprietary IDE’s

▪ Other Technical Proficiencies: Linux Server Administration, Windows Server Administration, VMWare,

Cygwin, Microsoft Office Macro Development, Unix Shell Scripting

Itai L. Makubise – Oracle RDBMS

Itai Makubise is a senior level Technical Analyst and Data Scientist with extensive background and experience in Oracle Business Intelligence and RDBMS, as well as the various aspects of the software development lifecycle. Itai has knowledge and experience in gathering business requirements, identifying source systems, designing ETL, repository development, designing ad hoc reports, dashboard design, predictive analysis, user and group security configuration, documentation, implementation, performance tuning, testing, and training.

Itai has in-depth knowledge in data analysis, data modelling, data mining and the development of repository objects to meet business model requests and to meet client user needs and expectations.

Experience

Transportation & Logistics Company (May 2013 – December 2017)

▪ Assisted in facilitating requirements gathering meetings to design business intelligence reports for the Finance Department

▪ Developed dashboard reporting for connect/disconnect volume, subscriber migration patterns, revenue impact and bundle performance for business subscribers

▪ Developed solution for measuring the effectiveness of current and historical promotional pricing strategies on subscriber acquisition / retention and the resulting revenue impact

▪ Gathered Requirements, Designed and Developed Operational forecasting tools ▪ Developed solution for tracking and managing sale channel performance and activity ▪ Presented new Reporting capabilities and enhancements to the client ▪ Analyzed source data using SQL for to enable data conversion for that plan ▪ Developed repository metadata and involved in the configuring of the physical, logical and

presentation layer objects and models. ▪ Analyzed source data using SQL for data reconciliation with analysis reports. ▪ Developed, tested and maintained several key reports and dashboards that leveraged operational

data to allow business leaders to take actionable insights. ▪ Assisted in creating and maintaining training documentation and business model object glossary for

report end users. ▪ Actively managed client end users and groups, and assisted in assigning roles and setting up their

privileges and administering object level Security and data level security ▪ Designed rich visualizations and customized interactive dashboards implementing drill-down feature

capabilities, guided navigation, column prompts, filters, and variables initiated via initialization blocks.

Commercial Fleet Management Company (January 2018 – Present)



▪ Developed procedures for data wrangling and preparing it for statistical analysis in alignment with cross industry standard process for data mining.

▪ Utilized R statistical language to analyze data and to identify trends and relationships between different pieces of data, draw appropriate conclusions, recommendations and translate analytical findings into insight driven business decisions that drive value.

▪ Implemented R to build models to predict unexpected costs and forecast failure rate probabilities at the make, model, series grain during the lifespan of customers' fleet vehicles to better manage fleet cycling decisions.

▪ Assisted in the framework development of forecasting fleet vehicles unscheduled maintenance costs.

Contract Compression Company (January 2018 – Present)

▪ Conducted data preparation and descriptive data analysis using R. ▪ Performed measurement and verification analysis of cost savings opportunities across the customers

work order flow and supply chain management processes. ▪ Assisted in the implementation of a classification algorithm in conjunction with survival analytics to

forecast and optimize supply chain and work order flow dependencies to improve margins during downtime.

▪ Created rich, interactive customized reports, and dashboard visualizations in Tableau Desktop.

Technology

▪ Business Intelligence: Oracle BI EE, Power BI, Tableau ▪ Reporting Tools: Oracle BI Publisher ▪ Oracle Utilities: SQL Developer, TOAD, SQL* Plus ▪ Data Mining and Database Languages: SQL ▪ Programming & Statistical Languages: R, Python ▪ RDBMS: Oracle, MS SQL Server ▪ Data Engineering and Procedural Language: Oracle, PL/SQL, Microsoft SQL Server ▪ ETL: Informatica

Education

▪ Bachelor of Science in Mathematics, Wiley College ▪ Masters of Science in Mathematics, UT Tyler

Chelsea Waldheim – SalesForce.com

Chelsea is a senior level Technical Developer with extensive experience in Salesforce implementations. She

also brings experience in areas of UI/UX, custom web and mobile application development, testing, system

documentation, and training. Focused on users first, Chelsea enjoys immersing in client stakeholder and user

roles for deep understanding before bringing recommendations and believes that well designed systems

make a difference. Known for her flexibility to think out of the box and passion for learning new tools, she

brings value to Sense Corp with her diverse background and tenacity to bring projects across the finish line.

Experience



Vehicle Rental Management and Car Sales Company (January 2018 – Present)

▪ Delivered over 40 UI screens for two custom applications within an Angularjs framework, contributing to dynamic component development, database design, and code standards compliance through Agile delivery

▪ Contributed user-centered problem solving and design with BA team, drafting POCs for tool recommendations and best practices including Angular UI Grid with ngDialog editable modals for data tables, and controller and service level logic for implementing dynamic components

National Car Sales Company (March 2018 – May 2018)

▪ Designed and delivered Do Not Call API Integration with Salesforce Sales Cloud for large enterprise client, including legacy data migration for over 2M records. Developed and managed project plan, client expectations, and coordination with external App Exchange ISV partner for implementation. Led client workshops for discovery, technical design compliance, and UAT.

▪ Discovered requirements and business process through client workshops, working with App Exchange partner for technical feasibility and gap analysis

▪ Conducted health check of existing triggers and business logic, delivering technical design documentation with no-risk

▪ Led daily status meetings and tracked project plan activities including key stakeholder check points on solution progress

▪ Facilitated solution demo and UAT assistance in multi-environment testing before production promotion

▪ Ensured deployment success, managing deployment checklist and team communication checkpoints including status updates and a Go/No Go checkpoint

▪ Supported post deployment error handling and App Exchange partner coordination

Fortune 500 Global Retail Management Company (April 2017 – June 2017)

▪ Supported development of conditional task assignment, email notifications, and automation for existing Salesforce Sales Cloud implementation with triggers and process builder flows

▪ Assisted requirements and user experience considerations for 50+ page web form re-design

B2B Office Collaboration Company (March 2017 – May 2017)

▪ Analyzed existing triggers, workflows, and automation, proposing development strategy to reduce maintenance complexity

▪ Led discussions for knowledge base design, including portal content and custom components ▪ Delivered Salesforce Community with training and documentation including future considerations

Fortune 20 eCommerce and Cloud Computing Company (October 2016 – March 2017)

▪ Architected, designed, and managed small team for development of HR project workstream for employment verification within Salesforce Service Console for global go-live

▪ Integrated custom solution with homegrown CTI tool, designing within Service Console constraints ▪ Conducted requirements workshops and wireframe presentations to meet conditional path needs ▪ Adjusted user story estimation based on resource assignment availability and technical risks ▪ Addressed global QA issue resolution with window deployments and thorough documentation

Education SaaS Company (June 2016 – September 2016)



▪ Led mobile responsive design and development for custom authenticated- and unauthenticated- Salesforce Communities, with Service and Sales Cloud backends connected with SSO, including coordination with inhouse design, partner learning, and technology teams

▪ Worked with partner learning team to recommend multi-phased approach for loyalty rewards and training program objectives, including the development, training, and release of phase one

▪ Supported post-deployment feature requests through resolution or documentation tracking

Fortune 500 eCommerce Customer Support Company (March 2016 – June 2016)

▪ Developed triggers for multi-object assignment and automation around existing system architecture ▪ Built custom reporting and dashboards to meet KPI tracking needs ▪ Presented demo workshop for omni-channel feature within Salesforce Service Console

Fortune 500 Cloud-Based CRM Company (July 2015 – September 2015 and January 2016 – March 2016)

▪ Featured in Dreamforce 2015 for Salesforce’s Employee Community License premier ▪ Collaborated with inhouse Training Program Lead and existing developers to enhance the user

experience for a self-serve veteran job placement Salesforce Community ▪ Developed smart search with faceting and profile features including image storage, mobile-first front-

end carousels, cards, hover and onClick functions for a more interactive experience, and intuitive flagging for training completion indicators or eligibility tied to contact’s backend data

Energy iOS Application and Data Platform (January 2016 – Present)

▪ Consulted existing start-up’s application vision to include additional industry segments ▪ Led product roadmap stabilization after months of user experience and feature set design iterations ▪ Directed system design guidance for iOS application, APIs, data scraper, and other custom engines,

including change from AngularJS to iOS housing; MATLAB and PhD algorithm led C# development ▪ Continue Business Development efforts for funding, subscription, and expansion strategy

Fortune 10 Oil & Gas Company (September 2015 – October 2015)

▪ Redesigned and developed user interface for an offline-enabled Health, Safety and Environment application using Salesforce Sales Cloud and Cordova while considering environmental constraints

▪ Increased feedback and usability with progress indicators; tailored for iPad ▪ Worked with backend developers during design for supporting frontend features including native

image capture and navigation hierarchy

Education

▪ Bachelor of Science in Communication, University of Texas at Austin, College of Communication ▪ Equivalent Minors in Art and Journalism

Technology

▪ Salesforce CRM: Sales, Community, and Service Cloud; Salesforce1 ▪ Business Process and Data Analysis ▪ Reporting and Dashboard KPIs ▪ Agile Methodologies ▪ User Experience: Workshops, Information Architecture, Design ▪ Salesforce Development: Apex, Visualforce, Eclipse, MavensMate (Sublime), Data Loader ▪ Dev Tools: HTML, CSS, Bootstrap/Foundation, JavaScript/jQuery, AngularJS, MVC



▪ Visualization Tools: Photoshop, Balsamiq, Axure, Invision, LightRoom, Lucid Chart, Visio

Highlight contributions

▪ Salesforce Dreamforce 2015- Community Cloud Demo for Salesforce License Premier

Timothy Eckl – SalesForce.com

Timothy is a senior level Technical Analyst and Certified Salesforce Administrator. He also brings deep experience ranging from solution design, data analysis, and application development working with both Public and Private Sector clients. His ability to quickly understand and interpret business needs enables him to contribute in all phases of the project life cycle while developing effective, client-driven technology solutions.

Experience

Texas Leading Ophthalmic Optics Manufacturer and Distributor (November 2017 – January 2018)

▪ Performed extensive gap analysis on the client’s present-state data warehouse versus the desired future state architecture

▪ Analyzed and delivered insights on data quality and completeness through data profiling exercises ▪ Validated and assisted in the definition source-to-target mappings for product attributes ▪ Assessed the business’s progress on customer and product attribution by measuring data mappings

against existing transactional data

Texas Health and Human Services Commission (February 2017 – Present)

▪ Created mapping and workflow processes to extract data from various member sources and stage it in the pre-production environment

▪ Generated efficient Informatica mappings to perform complex data transformations to standardize and organize data for MDM processing

▪ Produced and executed dozens of unit test cases to validate mapping job successes ▪ Wrote and maintained detailed and coherent technical design documentation to facilitate future

state hand-off/transitioning of the solution components ▪ Developed Stored Procedures to run complex SQL queries within Oracle database as well as a simple,

user-friendly interface for non-technical users ▪ Gathered requirements and drove design discussions to understand the business’s reporting needs ▪ Utilized Tableau to develop several reports and dashboards that enabled business users to gain

insights into data regarding employee performance and productivity ▪ Served as the primary point of contact for ongoing maintenance and support of the solution including

break fixes, resolving data issues, and enhancements.

Fortune 500 Cable Company (August 2015 – January 2017)

▪ Independently created and delivered a new process for reporting Internet speeds to the FCC by driving requirements gathering, regularly demonstrating POC’s to stakeholders, and thorough validation of the final product

▪ Assisted in the development of new MicroStrategy reports to be utilized by executives, as well as creating and maintaining the back-end data warehousing



▪ Processed files from FTP site delivery through UC4 decryption and Informatica transformations to Teradata work tables

▪ Developed an audit strategy for validating successful file delivery and processing ▪ Created and implemented safeguards to prevent useable data being overwritten by bad or

incomplete data, preventing uncomfortable situations where users could be left with inaccurate reports

▪ Constructed new Data Mart processes for newly acquired companies, each tooled uniquely to support data availability and business rules specific to each acquisition partner

▪ Designed and architected a new process to combine three separate reporting procedures and tables into a consolidated master version

▪ Led a team of developers by managing the team’s time and resources to ensure quality, on-time delivery of new development and enhancements

Fortune 500 Cable Company (August 2014 – August 2015)

▪ Contributed to the creation of ETL standards and processes for all workstreams as a member of the Core Dimensions team

▪ Performed extensive data validation on IT’s Operational Data Store and worked to identify and solve any issues/bugs

▪ Generated source to target mapping documents using Teradata and Informatica ▪ Created and maintained data models and detailed attribute definitions for Core Dimensions and Sales

and Marketing tables ▪ Involved in gathering business requirements for new logic and enhancements to existing procedures ▪ Wrote scripts to create and load key static dimensions used across the business ▪ Developed ETL for Type 1 and Type 2 dimensions and several fact tables ▪ Demonstrated subject matter expertise as the primary point of contact for Core Dimension

questions, bugs, and enhancements ▪ Produced restartable scripts for data validation and testing of tables across several business divisions

Education

▪ Bachelor of Business Administration – Management Information Systems with a Minor in Management, The University of Texas at Austin

Technology

▪ SalesForce Certified Administrator ▪ Development: PL/SQL, Javascript, Visual Basic ▪ BI Reporting Tools: MicroStrategy, Tableau, Toad Data Point ▪ Database Management Systems: Teradata, Oracle, SQL Server ▪ ETL: Informatica PowerCenter, Informatica Developer ▪ Development Tools: Outsystems, Visual Studio, Visio, Notepad++



Melinda Rocha – SAP Business Intelligence

Melinda is a senior level Project Manager and Technical Analyst and an SAP Certified Application Associate with extensive SAP Business intelligence expertise. She has extensive industry experience in development, support, administration, consulting, project management, and executive functions. Her industry experience includes public sector, state government agencies, telecommunications, retail, pharmaceutical, healthcare, insurance, brokerage firm, manufacturing, airline, and energy. She has a proven record of effective communication, initiative, foresight, leadership, analytical skills, coaching and the ability to follow through on projects.

Experience

Global Financial & Insurance Services Provider (May 2018 – Present)

▪ Manages Business Intelligence service desk for all Long Term Care operations of the company ▪ Oversees execution of SQL scripts/stored procedures after the completion of daily batch jobs to

update and distribute management reporting documents: daily, weekly and monthly ▪ Supports self-service data and reporting concern across multiple departments nationwide ▪ Manages the communication and logistics to recreate the legacy reporting self-service, batch and

additional requests in Qlik Sense

Construction and Project Management Service Provider (March 2018 – May 2018)

▪ Established the project plan, deployment strategy, unit testing, user acceptance testing, and communication.

▪ Advised the client and other consultants with the deployment options and solution recommendations.

▪ Upgraded 3 environments from SAP BusinessObjects BI Platform 4.1 SP07 to 4.2 SP05. ▪ Provided knowledge transfer verbally and via documentation

Non-Emergency Medical Transportation (NEMT) Provider (July 2017 –- February 2018)

▪ Facilitated discovery through scheduled meetings, reviewing existing data sources and reporting tools to identify the data quality and transparency of information.

▪ Installed and configured the MS Power BI Premium for the pilot design of a hybrid deployment. ▪ Created a number of datasets, interactive reports and dashboards to engage with on an on-premise

Report Server, then published to the Power BI Service in Azure Cloud for production consumption.

Texas Comptroller of Public Accounts (March 2016 – February 2017)

▪ Collaborated with the BI team performing a full installation of the SAP BusinessObjects BI Platform 4.1 SP7 per environment: Development, Testing, and Production.

▪ Assisted with the Change Management concerns, communication and training from the existing SAP BusinessObject Enterprise 3.1 environment to the newly deployed SAP BusinessObjects BI 4.1 SP7 environment.

▪ Advised on the installation of the application, integrated security with PeopleSoft/MS Active Directory and governance processes.

▪ Mentored other functional analysts in the SDLC phases of discovery, functional requirements, technical requirements, unit testing, training and preparation for user acceptance testing.

Fortune 500 Cable Media Company (September 2015 – October 2015)



▪ Unit tested MicroStrategy 10 reporting against the optimized Teradata data warehouse in comparison to the previous MicroStrategy reports.

▪ Reviewed the previous BI Legacy Reporting maintained in MS Excel to design and recommend the new MicroStrategy 10 interactive dashboards.

▪ Provided the approved interactive dashboard design and data requirements to the developers, unit tested and recommended changes as necessary.

Healthcare Provider (March 2014 – October 2014)

▪ Designed and managed the Project Plan to implement the BI Security Optimization in SAP BusinessObjects BI 4.0 SP4. This included a review of the existing data and BI security in Active Directory, Central Management Console (CMC) and Teradata Database. We proposed a solution and implemented the approach approved.

▪ Collaborated with Managing Directors, Project Sponsor, SMEs, and Sense Corp team about project deliverables and priorities.

▪ Conducted the knowledge transfer and supportive documentation of the security implemented, optimized business processes, unit testing results, UAT results, issue resolution, and training per role.

Construction and Project Management Service Provider (January 2014 and September 2014)

▪ Conducted the discovery session to address production environment issues, recommendations and apply the solution.

▪ Problem solved, configured, and tuned the existing environment. ▪ Recommended the service pack upgrade solution from SAP BusinessObjects Enterprise XI 3.1 SP3 to

XI 3.1 SP6 to remedy the remaining issues. ▪ Applied the solution in the test and production environments. ▪ Provided knowledge transfer verbally and via documentation ▪ Assisted with the future roadmap to upgrade the BI environment from SAP BusinessObjects

Enterprise XI 3.1 SP6 to SAP BusinessObjects BI 4.1.

Fortune 500 Energy Company (July 2007 – October 2007)

▪ Led a team on a migration project of BusinessObjects 5.1.8 to XI R2. ▪ Audited and analyzed 5.1.8 environment to prepare for migration. ▪ Installed BusinessObjects XI R2 software in Test and Production environments. ▪ Designed and implemented the XI R2 security model. ▪ Managed the unit testing services and user acceptance testing of the migrated environment. ▪ Coordinated the knowledge transfer and documentation services to the energy company’s IT team. ▪ Mentored the functional analysts to strengthen their knowledge of the product & project practices.

Education

▪ Bachelor of Science in Industrial Engineering, Texas A&M University, College Station, TX ▪ Jesse H. Jones Graduate School of Management Certificate in Finance & Accounting, Rice University ▪ SAP Certified Application Associate – SAP BusinessObjects Web Intelligence 4.0 ▪ Managing Multiple Projects, Competing Priorities & Tight Deadlines Certificate, Rockhurst University

Technology



▪ Business Intelligence: SAP BusinessObjects BI, SAP Crystal Reports, Oracle OBIEE, IBM Cognos, MicroStrategy, MS Power BI

▪ ERP: SAP, QAD ▪ ETL: Informatica, SAP BusinessObjects Data Services ▪ RDBMS: MS SQL Server, Oracle, DB2, Sybase, MS Access, Teradata ▪ Procedural Languages: SQL, Oracle PL/SQL, Microsoft T-SQL ▪ Operating Systems: Unix, Linux & Windows Administration ▪ System and Network Administration: MS Windows Active Directory, Barracuda, VMware, Disaster

Recovery and Planning ▪ Other: MS SharePoint, MS Project, Visio

Dane Sauceda – Microsoft SharePoint Online Server

Dane is a senior level Developer with deep Microsoft SharePoint experience. He has core expertise in technical delivery, specifically in ETL, web application development, data analysis, data modeling, and advanced application testing. He has experience in managing full Production level environments for various applications, databases, and ETL architectures. This has involved working with users to fix Production issues and improve these environments through performance management and regular release cycles.

Dane’s wide variety of technical skills allows him to provide unique insight and solutions to any project he is tasked with. His passion for driving solutions and effectively collaborating on project teams allows him to excel at all parts of the project lifecycle. His solution-oriented mindset consistently enables him to quickly develop new skillsets and add value to all project teams. Dane has a particular interest in providing value in all aspects of the project, meaning he will readily drive meetings, create documentation, and gather requirements in addition to fulfilling his technical responsibilities.

Experience

Long Term Care Insurance Provider (October 2016 – Present)

▪ Managed all ETL development in IBM DataStage tool suite ▪ Acted as lead of emergency services for Production failures and delays ▪ Developed full Application for automating the printing and delivery of relevant policy forms to all

Policy holders ▪ Coordinated all release activities including creating release documentation, acting as first contact for

operations issues and post install verification.

Casino Gaming Manufacturer (September 2016)

▪ Quickly ramped-up on Snowflake distributed computing software and led a proof-of-concept initiative

▪ Acted as primary contact and training lead for future developers

Texas Health and Human Services Commission (August 2015 – May 2016)

▪ Led an Application Development work stream, developing a Technical/Business Glossary contribution interface in Microsoft SharePoint that is being used by a large Public Sector entity

▪ Developed custom Excel and E/R Studio macros for Data Model comparison and Metadata Processing ▪ Performed ETL tasks, using the Informatica suite, to absorb and transform macro-generated XML files



▪ Created a methodology for custom and automated reporting and visualization, in SharePoint, without a SharePoint plugin or paid service

▪ All solutions developed leveraging Oracle as back-end database

Sales Force Consulting Services

▪ Developed an internal labor management system that was deployed to all offices nationwide ▪ Worked with the business development cycle, agile development, root cause analysis and

requirements gathering ▪ Used a suite of technical skills that included Javascript, JQuery, JSON, Apex and Force.com

development ▪ Earned the Salesforce Certified Force.com Developer Certification (DEV401)

Education

▪ Bachelor of Business Administration, Management Information Systems with a Minor in Management, The University of Texas at Austin

Technology

▪ Business Intelligence: SAP BusinessObjects ▪ ETL: Informatica, DataStage ▪ Data Modeling: E/R Studio, Erwin ▪ Development Tools: Visual Studio, OutSystems, SharePoint, Salesforce.com ▪ RDBMS: SQL Server Management Studio, Microsoft SQL Server Analysis Services ▪ Programming Languages: Python, Visual Basic, Java, C#, BASH, PowerShell, Objective C, JavaScript,

Apex, HTML, CSS, SAX Basic ▪ Other: Snowflake Distributed Computing, Cloudera and Hadoop

Ben Carver – Microsoft SharePoint Online Server

Ben Carver is a junior level developer with Microsoft SharePoint experience. Ben specializes in technical delivery, including data analysis, database modeling, web application development, and application testing. Ben has also demonstrated competency in numerous functional tasks, allowing him to quickly pivot between functional and technical deliverables and fill a multitude of roles on the project team. Strong interpersonal communication skills as well as previous project management experience allow Ben to quickly and accurately define complex problems and communicate an effective solution plan to a team. His openness to new situations and technologies allows for high adaptability while still providing immediate value to a client.

Experience

Midsize Consulting Company (July 2018 – Present)

▪ Completed SharePoint ramp-up through internal and external training and documentation resources as part of SharePoint skills development

▪ Performed and gained competency in basic SharePoint administrator tasks, including site creation, metadata management, and permissions management

Texas Department of Health and Human Services (September 2017 – July 2018)



▪ Mapped and matched approximately 5,000 columns and fields from two separate legacy state systems into a new statewide licensing and account management application

▪ Wrote approximately 500 test cases for functional system requirements, technical system requirements, and system integrations and migrations

▪ Conducted testing on approximately 500 test cases to date to ensure compliance with system and customer requirements

▪ Created two 45-page training documents for application explanation to distinct user groups ▪ Utilized Microsoft SharePoint for team collaboration and document organization and storage

College Acceptance and Completion Non-Profit Organization (August 2017 – September 2017)

▪ Determined and modeled four avenues for monetizing a new mobile application targeted at high school and college students

▪ Facilitated three meetings with the Non-Profit’s executive team to match their ambitions for the mobile application to the monetization options

▪ Developed a professional interactive and adaptable financial model to inform pricing decisions and visualize the financial impact of the mobile application

▪ Presented financial model findings and monetization recommendations to the executive team on two occasions

▪ Led a training walkthrough of the financial model to relevant stakeholders for use after project close

The University of Texas at Austin (August 2015 – May 2017)

▪ Closely mentored nine freshmen in academic, professional, and student life areas ▪ Organized events and seminars for 120 freshmen ▪ Led major team-building exercises through freshmen orientation ▪ Served as guest lecturer in freshman introductory honors business class

Fortune 500 Semiconductor Company (May 2016 – August 2016)

▪ Used MS Excel to analyze recruiting success of 2500 hiring offers for improved university selection and recruiting targeting

▪ Communicated with 20 employees and managers across the US to develop an activities ramp plan for the engineering position

▪ Coordinated with US-, Taiwan-, and Germany-based employees to create a worldwide template to track and understand employee earnings and pay allowances

▪ Worked with Asia-based factory and testing site HR managers to create a factory scorecard for uniform evaluation of worldwide factories and testing sites

Education

▪ Bachelor of Business Administration – Business Honors, The University of Texas at Austin ▪ Bachelor of Business Administration – Management Information Systems, The University of Texas at

Austin

Technology

▪ Business Intelligence: Microsoft Excel, Salesforce ▪ Database Management Systems: Microsoft Access, Microsoft SQL Server, Oracle ▪ Data Warehouse Architecture and Data Modelling: Visio



▪ Procedural Languages: SQL ▪ Programming and Development: .NET Framework, C#, HTML, Python, Visual Basic


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