Led a team of 40+ technical specialists (application engineers, quantitative analysts, Salesforce admins, and developers) as the global support leader and architect for the Salesforce Platform (Service, Sales, and Experience Clouds) and Microsoft Power Platform (Power Automate and Power BI). This team drove a 96% CSAT by leveraging these platforms to optimize Salesforce adoption, maximize ROI, and enhance customer experience. ● Architected and implemented multiple Salesforce integrations with Microsoft Teams, Outlook, JIRA, and NetSuite utilizing Salesforce Flows and Microsoft Power Automate. Notably, this included a solution to read, categorize, and triage customer emails from Outlook, resulting in a remarkable 75% reduction in time spent—equivalent to saving 3,900+ work hours annually.● Led the seamless integration of Salesforce instances for 2 M&A integrations, merging data, workflows, processes, and personnel. Minimized disruption while optimizing user experience – demonstrating expertise in complex Salesforce data migration and business process restructuring.● Architected, Implemented, and Managed Conga Contracts for Salesforce (Conga CLM), incorporating significant customizations using the document automation tool, Conga Composer, to deploy 50+ custom contract templates. This initiative led to substantial savings of 3+ days per contract within the Quote-to-Cash legal process.● Designed, created, and maintained enterprise sales and service dashboards in Salesforce and Power BI, visualizing data from diverse sources including Salesforce, JIRA, SharePoint, and Excel. ● Developed comprehensive departmental and team documents, including an Incident Management Handbook, to empower staff, elevate customer support processes, and ensure adherence to support SLAs through accessible KPI tracking.

Led and optimized global Level 1 & 2 support teams, driving continuous improvement through strategic initiatives. Implemented systems and programs to enhance customer support efficiency and maximize value.Additionally, I took charge of managing vendor relationships, ensuring smooth operations and extracting maximum value from our partnerships. A few of my accomplishments:● Ensured flawless Oneview product launch by analyzing and filling Level 2 engineering team’s skills gaps, resulting in a minimal 5% escalation rate to development team. ● Led the successful migration from Salesforce Classic to the Lightning interface, securing a 60%+ adoption rate among the Sales and Customer Support team through user training and change management initiatives. ● Leveraged Salesforce Experience Cloud to design and implement a new customer portal, achieving a 40% increase in customer adoption, streamlining case lifecycle and closure rates, and reducing software release cycle time by over 87%. ● Implemented Mindflash Learning Management System (LMS) to develop and deliver product training content to customers, as well as training to staff for ISO and OSPAR certification, achieving a 100% compliance rate.

Optimized case management, software management, and client portal administration, ensuring timely resolution of critical escalations and efficient license and software provisioning. Implemented a data-driven support strategy, enhancing applications and fostering positive client relationships.Implementing a business-centric support strategy was my primary focus, where I worked towards optimizing operations, enhancing applications, and fostering positive client relationships.• Spearheaded transition of Level 1 and 2 support teams from London to Ireland, reducing labor costs by over 50% for a savings of $82K+ plus additional indirect business costs and tax incentives.• Streamlined customer support workflows (triage, escalation, development) in Salesforce, leveraging underutilized case management features and fostering inter-departmental collaboration. This resulted in a 67% reduction in full-day resolution time for Priority 1 cases, consistently meeting the SLA. • Developed a Perl script and engineered a process to convert HTML documentation into 25,000+ Salesforce Knowledge articles, increasing customer self-service and satisfaction (CSAT) by 16 points and case deflection by 25%.

I managed global customer support Levels 1 and 2. This included managing client cases and communications, the license provisioning and revocation process. I also managed the client portal, software publishing/downloads, quantitative support issues, and case escalation. ● Redesigned Salesforce customer portal with additional case management, software downloading, and knowledge management capabilities.● Delivered First 90-day global, new hire, customer support training handbook that reduced new analyst training time and decreased overall turnover.

I was the lead resource for the administration of product licensing system and product support. ● Rebuilt hosted license server to reduce provisioning cycle from 30 minutes to less than 10 minutes. ● Independently created support and FAQs for customer portal use by support agents and clients.

I supported enterprise and 3rd party back-end applications running on Windows 2000/2003, Microsoft SQL and Oracle 9i. I utilized windows scripting, Microsoft Operations Manager and SMS 2003 to perform administrator duties.

I supervised and developed a dedicated team of 10 PC support technicians spread across three regional offices supporting the deployment and maintenance of Windows Dell PCs and laptop users. • Supervised the successful transition from Windows 2000 to Windows XP and MS Office XP to Office 2003. • Played a key role in testing, evaluating, and recommending new hardware and software technologies to improve our support services.

• Key contributor in a team engineering a Java Struts based application to aid in medical surveillance and reporting. • Installed and administered Oracle 10g on Windows Server 2003 to host medical data for this project.• Re-Designed the database schema to enhance efficiency and integration with the java application.