• Facilitate requirements gathering sessions with the business. • Document use cases, epics/stories in Agility PM, understand and analyze process details.• Provide SFDC subject matter expertise and facilitate end user and or internal end user process training. • Work with technical team to review analyze and define requirements. • Lead user acceptance training, validate solutions and perform QA to ensure requirements met. • Lead a team dedicated to support the Salesforce needs of disaster recovery efforts across the country.• Develop Salesforce Knowledge articles for internal and external end users and system administrators.

• Designed, developed, and delivered technical (CRM - Salesforce) training for future releases and ongoing releases based on the Lightning platform. • Trained and led an international training team.• Sales Cloud, Marketing Cloud (Journey Builder, Email Studio, Mobile Studio, Web Studio, Content Builder and Communities experience.• Delivered training in person, via WebEx, individually and in a group setting.• Created/recorded/maintained a library of training documents.• Traveled to meet with the client and team and traveled to train groups.• Partnered with Developers and Business Analysts to design and deliver training as new users are brought on to technology platforms. • Delivered technical training for all new hires from all departments that utilize the technology tools. • Designed, developed, and delivered mobile/distance/e-learning initiatives. • Worked proactively with management to identify and coordinate design of training and coaching initiatives that enhanced or improved production on technical platforms. • Regularly reported on training and coaching activity and accompanying results. Delivered ad hoc training/coaching as needed. • Participated in governance of all Salesforce related technologies to provide training expertise.

• Designed, developed, and delivered technical (CRM - Salesforce) training for future releases and ongoing releases based on the Lightning platform. • Trained and led an international training team.• Sales Cloud, Marketing Cloud (Journey Builder, Email Studio, Mobile Studio, Web Studio, Content Builder and Communities experience.• Delivered training in person, via WebEx, individually and in a group setting.• Created/recorded/maintained a library of training documents.• Traveled to meet with the client and team and traveled to train groups.• Partnered with Developers and Business Analysts to design and deliver training as new users are brought on to technology platforms. • Delivered technical training for all new hires from all departments that utilize the technology tools. • Designed, developed, and delivered mobile/distance/e-learning initiatives. • Worked proactively with management to identify and coordinate design of training and coaching initiatives that enhanced or improved production on technical platforms. • Regularly reported on training and coaching activity and accompanying results. Delivered ad hoc training/coaching as needed. • Participated in governance of all Salesforce related technologies to provide training expertise.

• Salesforce Administration and Training.• I managed 2 junior Salesforce administrators and 7 departmental Super Users. • I published a Quarterly Salesforce Newsletter and I maintain a YouTube channel where I store all of my training videos and I created a Salesforce e-learning portal for my organization along with training documents for external end users, internal users and future administrators.• On a daily basis I worked with Visualforce, Force.com, custom and standard objects, workflows, flows, validation rules, reports, Process Builder, change management, page layouts, Chatter, Conga, Silverpop, DocuSign and various other App Exchange apps including installing, uninstalling and configuration, user groups, process creation and documentation, permissions, profiles, data migration, data management, data uploading, security control, apps, dashboards, customization to improve productivity, creating external/internal end user pages, training internal and external users, updating, customizing to user needs, troubleshooting and problem resolution through cases and strong interaction with business clients. • I wrote use cases surrounding how a new object will work or how an internal staff member will navigate through a series of objects to perform a given task. I have also written use cases for how outside users will navigate through the various windows of an external portal. • I conducted anywhere from 1 to 4 training sessions per week with from 1 to 5 users per session. Because the organization is in 3 cities, larger training sessions are held every quarter and new employee trainings are done every week for 4 weeks in a row. The user adoption percentage has increased from 27% to almost 71% (70.7%) in the last 2 years.

• Responsible for the implementation and maintenance of all information systems• External and internal help desk; provides technical support to organizations applying for grants online• Created project plans to strategize and coordinate project activity along with writing test scripts.• Cultivate and interpret organizational policies, and procedures.• Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery.• Confer with users, management, vendors, and technicians to assess computing needs and system requirements.• Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.• Evaluate data processing proposals to assess project feasibility and requirements.• Salesforce duties included but not limited to, workflows, reports, page layouts, chatter, Conga, custom objects, user groups, permissions, data migration, data management, security control, apps, dashboards and platform customization. • Salesforce trainer and created training documentation.• I held up to 3 training sessions per week, one for upper management, one for mid-level internal users and one for everyday users. Because the system was being built as it was being used the training sessions were important to keep everyone moving forward. User adoption was 90% of the organization and 100% amongst those below upper management.