CAS Development Manager

• Jan 2020 - Present

Salesforce Tech Lead

• Aug 2019 - Dec 2019

Principal Systems Architect

• Nov 2015 - Present

Evaluation of the SI’s architecture requirements, processes and documentation.Evaluation of the SI’s system architecture/design processes and documentation, including data management, integration, reporting, and third party tools.Evaluation of the SI’s development tools, approach and execution.Evaluation of the SI’s testing approach, documentation and results.Evaluation of the SI’s SalesForce deployment approach and implementation.Evaluation of the SI’s testing approach, documentation and results.Communicate recommendations, risks, issues, and impact from analysis in written deliverables or oral briefing to the client.Evaluation of the SI’s SalesForce deployment approach and implementation.Perform independent test activities for production release recommendation.Perform independent test activities for production release, data migration, integration and legacy disposition.

CRM Manager

• Nov 2014 - Nov 2015

A proven track record of successfully leading SalesForce professionals (Developers/Admins)Experience partnering with operations teams to provide solutions and help identify their needsStrong verbal and written communication skillsEstablished, hands-on leadership skills with a team-player mentality requiredAbility to mentor developers and admins while establishing coding standards and providing architectural and design inputMust have experience managing a distributed team while mentoring and guiding salesforce developers and admins.Responsible for the design, development oversight, and implementation of new products and features while efficiently managing all stakeholdersArchitect solutions for a multitude of roadmap phases. Phases include, but are not limited to, knowledge management enhancements as well as customer portal and collaboration tools.Work with Project team, Business team, Other IT partners and vendors in delivering solutions and troubleshooting technical issues during integration and migration of custom componentsAbility to analyze issues and provide recommendations to project team and provide guidance & training to usersCommitment to excellence and high standards and the ability to thrive in a team environmentHands on development including building and maintaining

IT Support Manager

• May 2013 - Nov 2014

•Provide technical expertise in the implementation of Service Now as an ITSM Platform.•Create daily operational reports on the performance of the support organization.•Identify chronic problems within the operation and communicate those issues to engineering staff for long-term resolution.•Be familiar with and capable of enhancing the helpdesk reporting applications that are in use.•Schedule work hours and staffing levels to ensure proper coverage of operations.•Create and manage training schedules for staff and ensure that they reach certain performance objectives.•Centrally manage and triage critical organizational issues.•Mentoring staff and providing career path options.•Work with Engineering Management to support goals of department and organization•Conduct annual performance reviews, 6 month reviews, interviews, incentive tracking •Ensure that Operations Metrics, Dashboards and Tools are available and utilized to provide top tier support to our Enterprise Environment.Attended Knowledge13 conference in Las Vegas regarding our new ITSM Tool Service-Now.

Windows System Engineer

• Apr 2012 - May 2013

* Provide advanced Tier III resolutions for complex customer issues. * Design and implement multi-site Windows 2008 Active Directory infrastructures * Design and implement Microsoft System Center deployments * Participate in 24x7 on-call support rotation schedule

CRM Program Manager

• Jul 2008 - Apr 2012

Programming, Administrating and Maintaining our CRM System for 650+ employees. My duties include gathering requirements, project planning, Quality Assurance Testing, Data Migration and Implementation of enhancements. Also required in this position is maintenance of the 9 systems, comprehensive management of 5 databases and indexes on those as well as user accounts and security rights through our Active Directory Tree.

Reporting Systems Analyst

• Apr 2007 - Jul 2008

Using VB2005, SQL 2008 and Server 2008 I was able to build tools to allow the Senior Director, Managers and Call Center Staff to gain further visibility in reporting the entire call center. I also built an SMDR switch log parser in order to facilitate improved tracking in our Mitel Systems. I was also responsible for the creation of a reporting website (Built in ASP .Net 2.0 and 3.0) that utilized the databases I created

Technical Support Queue Lead

• Dec 2006 - Apr 2007

My responsibilities included managing an onsite team of 10 and an offsite team of 7 technical representatives. I am also responsible for reporting on our progress and productivity. I am responsible for all End of Quarter and Fiscal Year reports for my team.

Technical Support Representative

• Aug 2006 - Dec 2006

Provide assistance to our customers related to accessing the online school, software and hardware analysis. Maintain call center performance metrics above the standards set for the company. Remote desktop support, Software and Hardware Troubleshooting.

Owner

• Mar 1995 - Jul 2006

A Self owned company, focused on consumer and small-mid business platforms, providing all levels of customer/technical support, network infrastructure and security analysis. From the basic computer support to the advanced building of digital flight simulator cockpits.Total # of employees:6 A Self owned company, focused on consumer and small-mid business platforms, providing all levels of customer/technical support, network infrastructure and security analysis. From the basic computer support to the advanced building of digital flight simulator cockpits.Total # of employees:6