Alexander Sullivan Email & Phone Number

San Francisco, Ca, Us

Marlborough, Ma, Us

Manager championing various projects in and adjacent to the commercial Salesforce.com environment at one of the world’s leading health and life sciences technology companies.* Managing the implementation, deployment, and ongoing strategy of a commercial data lake on the Snowflake platform. * Leading initiative to quantify the business value and ultimately the ROI of the entire Salesforce.com program, encompassing more than 30 product teams. * Cultivating and supporting a team of Salesforce developers working on different product teams in a highly-dynamic, complex, and large-scale Salesforce.com environment.

Responsible for data systems and data team at well-established non-profit in the education space.* Founded and managed the organization’s first data team, folding in configuration, analysis, and administrative functions. * Fostered healthy, open team dynamic, focusing on smooth team operations and supporting staff in personal and career growth, and performed all related managerial duties including hiring, performance reviews, regular one-on-ones, and promotions. * Crafted internal support protocol for all technology teams, creating a collaborative and seamless communication stream facilitating cross-department communications. * Oversaw various implementations and effective overhauls of systems to modernize the data and CRM experience and bring data capabilities directly to users. * Designed, created, and documented custom proprietary applications in partnership with nearly every other team to meet needs, increase or establish legal compliance, and unblock organizational progress.

Boston, Ma, Us

Lead architect and developer on four-person BizOps (business operations) team. Impacted every business unit including product, customer success, sales, finance, and executive. Alongside colleagues on the BizOps team, oversaw a transition to very mature business system environment.* Migrated entire usage-based revenue reporting mechanism to Salesforce** Automated job seamlessly calculated revenue, storing it to a custom object** Helped revamped revenue reporting definitions for auditability and consistency** Combined data from the platform, Salesforce, and Zuora to calculate revenue** Saved finance team nearly two weeks of person effort per month* Instrumental in Zuora billing subscription platform rollout** Developed Apex mechanisms to programmatically migrate all subscriptions** Engineered multiple points of integration via Zuora API* Managed entire Apttus contract lifecycle management implementation** Worked with implementation partner for initial development phase** Applied significant and thoughtful automation on top of early-phase design** Reworked all document templates alongside corporate counsel** Wrote documentation and conducted all trainings for sales and account management teams

Primarily responsible for all elements of architecture, development, and positioning of Salesforce, Marketo, and Netsuite within the organization. Regularly help to craft large-scale initiatives in process and automation. Trusted and involved with nearly all new company initiatives to ensure proactive CRM support.*Directly managed the CRM Project Manager in agile, efficient two-person operation**Frequently called upon to develop “MVP” (minimum viable product) tools**Superb turnaround time on projects, maximizing overall engineering time and efficiency*Interfaced with every team at Fiksu including executive**Reported into a senior director of engineering*Performed advanced development on the Force.com platform**API integrations with internal tools and other SaaS platforms, notably Netsuite*Spoke at 2014 Dreamforce conference in San Francisco on Data Management**Session Title – Data Management: It’s a Journey not a Destination**Spanned two sold-out sessions with approximately 300 people each*Conducted trainings and gave talks internally on a variety of topics

Served as first and only administrator, developer, and point of contact for entire fast-growing organization. Developed custom Apex and Visualforce solutions. Performed all user setup and configuration. Generated reports for all departments. Conducted setup, upgrades, maintenance, and releases of all elements of the Salesforce instance in both Sandbox and Production environments.* Set up and rolled out DocuSign, Drawloop, and Box integrations** Implementation changed business process so all client contract generation done within Salesforce interface* Wrote numerous Apex Triggers and Classes to assist with automation** Ranging from simple cross-object field synchronizing to monthly batch jobs* Developed custom Apps, Objects, and Fields on-demand** Wrote numerous formulas as needed* Set up full suite of SFDC automation tools** Including Validation Rules, Workflow Rules, and Email Alerts* Acted as project manager for Salesforce** Scoped projects and logged work using Kanban method** Met with stakeholders and prioritized across entire company* Established Role Hierarchy and all Profiles** Maintained Permission Sets for users with escalated privileges* Established release schedule cadence** Maintained release documents, change log, and all release communications

Waltham, Ma, Us

Two-person team served as the single point of contact for more than 250 customer support specialists and management. Collaborated with numerous stakeholders to prioritize and scope CRM adjustments and enhancements. Engaged in and frequently lead stand-up meetings and larger discussions to quickly identify important and trending issues.* Administered production and stage environment Salesforce instances** Responsible for view creation and maintenance including complex logic** Created and maintained user profiles and roles to ensure frictionless service** Adjusted layouts per user needs** Performed all other administration duties* Liaison between Salesforce CRM development team and customer operations management and senior management** Relayed organizational requirements spanning numerous business units** Explained technical limitations and capabilities to management and worked towards solutions* Wrote use cases for a wide variety of teams on an ad-hoc basis** Assisted in adjusting requirements to maximize process efficiency** Contributed to priority of development work** Helped to design logical and efficient processes for numerous specialty group teams* Awarded company-wide “StepUp Award” for going above-and-beyond during Salesforce launch** Award included cash and recognition before the company at a cross-site company meeting

Waltham, Ma, Us

Acted as the “voice of the customer” to software engineering teams and other departments. Worked in and administered a number of industry-standard softwares, such as Jira, ClearQuest, RightNow, Splunk, and Confluence. Helped configure and revise company-wide defect tracking tool CCAlert.* Instrumental in testing for rollout of Salesforce CRM to customer support organization** One of three “core” contact points from support** Wrote all Tier 3 use cases** Verified and tested use cases for a number of other teams** Aided Tier 2 throughout the development and testing process, including use case writing* Assisted in rollout and management of several software tools for support including Jing screen capture software and Glance remote desktop software** Trained all of Waltham Tier 1 on Glance* Involved with entire rollout of Social Campaigns product from early stages to post-deploy* Wrote numerous guides utilized by of Tier 1** Created PHP websites for support specialists to access the information easily* Selected for travel to Hazleton, PA to assist with Network Solutions acquisition and training* Managed back-end administration of internal suggestions submissions tool UserVoice** Managed and coordinated 4-person team** Escalated issues to Product Development teams based on priority* Worked with Customer Experience and Product Owners to revise UserVoice process* Deeply involved in triage process for product defects** Helped determine priority of fixes

Waltham, Ma, Us

Worked closely with internal and external customers to troubleshoot complex issues. Demonstrated in-depth understanding of the entire suite of Constant Contact product offerings. Involved in several projects with broad internal distribution. Investigated and reported bugs and defects through numerous website changes and release periods.* Touched upon numerous protocols during assistance of representatives and subscribers, including XHTML/CSS, PHP, XML, JavaScript, and integration with regard to the Constant Contact API* Wrote plug-in troubleshooting guide for distribution to entire Tier 1 customer support department

Waltham, Ma, Us

Engaged customers on a multitude of support levels, ranging from standard billing inquiries to discussions of advanced custom HTML designs. Transitioned and thrived in both a full-time phone support and full-time chat support role. Assisted with several escalated support projects involving the testing of new systems and features.* Won support’s “Shooting Star” award, including a week-long visit to Loveland, CO facility* Navigated an extensive suite of internal tools to obtain resolution to or redirect varying issues

Bethpage, New York, Us

Provided wide-ranging technical phone support for cable television hardware and systems, as well as Internet services in a fast-paced call center environment. Analyzed advanced technical diagnostics to determine appropriate troubleshooting action.* Trained on a number of highly-technical protocol* Explained intricate technological problems in simple terms and assisted customers in resolution as primary job function* Juggled numerous systems to document and escalate issues appropriately

Framingham, Ma, Us

Supported retail operations and management at the Staples, Inc. corporate headquarters. Performed second-tier help desk resolution functions. Executed significant technical resolution duties for retail and office operations. Acted as technical liaison among several departments within the office. Broad exposure to numerous corporate functions, including the inner workings of Staples Fraud Prevention and Checks department.* Was responsible for training of over 5 new Help Desk associates, and assisted with training of others* Worked with over 50 different third-party contract vendors on Staples' behalf to obtain information on products, shipping, and returns* Selected from nearly one hundred employees to be involved in numerous round-table meetings with vice-presidents to provide department feedback* Nominated for company-wide “Extra Mile” customer service award