Bob Lauer Email and Phone Number

Lead a team of Application Administrators to configure and support the Salesforce application during the migration of a legacy CRM to Salesforce.• Created Process and Procedure documentation as it relates to Security Audits, Incident Management and Change Control.• Conduct security audits to ensure only authorized users are accessing the application and appropriate permissions have been assigned.• Ensure backups of Salesforce data are scheduled appropriately and restore of the data is tested on an annual basis.• Configure the Salesforce application to ensure a high level of security and to meet Salesforce recommendations.• Create user records and assign permissions prior to launch of Salesforce.• Conduct Salesforce System Administration tasks as required.• Configure Salesforce Cases to be utilized as the support ticketing system.• Manage support queues to ensure cases are promptly assigned, updated and resolved in a timely fashion.

I manage a team of Java and .NET software developers, responsible for the development and support of approximately 100 application integrations and batch jobs with Salesforce, using Mulesoft, Websphere and Java webservices. The team also provides development and support of several .NET applications. In addition, we have built Salesforce Boundary Services environments, which run various web services, supporting a unified search of all three legacy company Salesforce instances, from a single search page and web services for eGateway, which returns data to the eGateway UI for Account, Service Location and Contact information.• Identified data security issues with an application which contains HR sensitive data. Implemented a process for access requests and am currently working on eliminating these issues• Implemented an application monitoring board, for easier monitoring of application and system health.• Successfully migrated several applications into a new data center.• Ensure proper documentation is created for all integrations and applications.• Manage project resources to ensure appropriate staffing and development is completed on time, per approved requirements.• Communicate with project managers on the status of projects and assist with escalating concerns and issues as needed.• Engage appropriate teams as needed to troubleshoot application or network related issues.• Maintain positive working relationships with staffing firms, application vendors and business partners.• Established processes for software code review.• Worked with team members to structure a proper GIT repository branching strategy.• Manage staff to meet budget expectations.• Responsible for submitting yearly operating and capital budgets.• Responsible for creating and maintaining application disaster recovery plans.• Completed year end performance reviews for employees and provided input in reviews for contracted staff.

•Managed a team to provide support of Charter Communications eCommerce application and all associated environments; DEV, SIT, QA, UAT, PROD & DR.•Assist Brighthouse and Time Warner Cable teams with troubleshooting Online Ordering Buyflow issues, after recent merger.•Managed a DevOps team in building environments for a single eCommerce platform, for online ordering of residential services.•Built an Application Support team of 5 to an Operations and Support team consisting of 12 persons and 6 third party vendors. •Responsible for the health and sync of the eCommerce environments, which include DEV, UAT, QA, SIT, PROD and Disaster Recovery.•Create and improve on existing processes.•Provide support to, and assist, the Digital Marketing team with issue resolution and solutions.•Work with third party vendors in identifying and resolving issues.•Engaged and direct IT Teams and vendors in troubleshooting identified issues until resolved.•Ensured disaster recovery plans remain up to date and perform yearly disaster recovery exercises.•Instructed and directed staff in support of applications and proactive monitoring.•Provided leadership to staff and ensure performance expectations are met or exceeded.•Assisted with prioritizing workload and escalate when appropriate.•Collaborate with peers to ensure proper documentation is created for new application deployments and architectural changes.•Provided updates to senior leadership related to major issues and outages.•Conducted weekly meetings, with IT teams, Digital Marketing and leadership, to review status of major issues, outages and upcoming deployments.•Transitioned from Waterfall to Agile methodology by implementing JIRA Epics, Stories, Kanban boards, tracking backlog issues, statuses and progress. •Exposure to Appeals and Grievances cases, by researching data in Salesforce and other systems, to identify the root cause.•Brought to the team to establish best practices within the support and eCommerce teams.

• Instruct, direct and check the work of other systems analysis personnel.• Serve as the project leader for projects with small budgets or limited duration.• Establish and implement project management processes and methodologies.• Ensure overall coordination, status reporting and stability of projects or operations-oriented work efforts.• Maintain relationships with customers, business analysts and team members to understand business requirements that drive the analysis and design of quality technical solutions.• Communicate closely with the application business teams on reported issues, upgrades and status of the application.• Assemble project plans and teamwork assignments, direct and monitor work efforts on a daily basis.• Indentify resource needs, perform quality review and escalate functional, quality, timeline issues appropriately.• Ensure vendors are meeting Service Level Agreements and escalating as needed.

• Team Supervisor for Desktop Support team.• Address staff issues and concerns.• Address any customer issues or concerns.• Monitor daily staff performance.• Prepare and manage the annual desktop budget.• Manage the computer refresh program.• Manage desktop inventory.• Manage disposal of assets.• Manage Capital Project team.• Prepare documentation for improved processes.• Provide computer solutions based on customer needs.• Cut days to close break/fix tickets by over 50%.• Improved working environment of desktop team.• Assist in preparing annual review process for enterprise desktop teams.• Provide monthly metric results for enterprise desktop teams.• Conduct interviews for placement of consultants, interns and employees.

• Provide end user hardware and software support for desktops and laptops.• Maintained Windows 2000 Server and Symantec Ghost Solution Suite for automated backup of systems.• Configured new computers to be used in a Pharmaceutical Laboratory environment.• Deployed and supported local and network printers.• Responsible for inventory management. • Team Lead for Advanced Desktop support team and responsible for approximately 1300 systems.• Managed Active Directory migration project.• Trained additional technicians for Advanced Desktop