I manage the support engagement for cases initiated by delays and/or stoppage of marketing campaigns within the Salesforce Marketing Cloud, ranging from minimal to breaking production. As a TAM, I work to oversee every stage of the investigative and triage process applied to each case, coordinating with a team of assigned engineers that I assist to drive such occurrences to resolution. Furthermore, I maintain a 1:1 customer relationship, providing account health oversight, app consultation, and escalation management while leveraging internal teams and tools to tailor each enterprise's instance to their specific needs.

As a PE I managed the 1:1 customer engagement while acting as the lead engineer assigned to triage and consult on my client's production environments within the Salesforce Marketing Cloud.

Provided application support for DCS' MaGIK systems' umbrella which covered their MaGIK, Casebook, KidTraks, CPI/CPS Background Check and newly adopted Salesforce systems. Assisted third party vendors such as schools, government, foster programs, child engagement services and foster parents with support in registering, billing, and managing their organization's assets within the aforementioned systems. Provided support for their background check system used by organizations and applicants for conducting background checks in order to verify the existence of, or lack thereof, any and all cases of substantiated child abuse prior to employment at entities that involved working with children in compliance with state law.This included the documentation, triage, and analysis of impacted applications while coordinating with other departments in order to resolve and restore functionality to said applications.

Responsible for real time triage of technical services involving software, application and Salesforce administration for departments company-wide as well as our mobile applications and web services.• Coordinated with engineers, developers and other departments to resolve IT and database issues and ultimately restore functionality to application services during outages and product degradation.• Corrected database issues in real time for millions of members and service provider profiles in order to restore functionality to advertisements and customer management.• Resolved software and hardware issues both in-person and remotely ranging from mobile iOS and Android platforms to Win 7+ and MacOS applications.• Provided 24/7 on-call IT support for senior and executive staff. • Maintained, documented, customized, and implemented an array of ad-hoc SQL queries, for investigative and training purposes.• Provided administrative and technical support for both the Sales and Service Cloud within our Salesforce organization by way of User Provisioning, Data Integrity, Management Triage and technical support for account and case management objects and workflows.• Tracked emails and digital marketing campaigns as well as resolve advertising issues through the Market Cloud/ET system. • Tracked, replicated, and generated detailed reports on bugs and product issues in collaboration with Quality Assurance engineers and Product teams for effective and timely resolutions.

• Member of team that developed new ticketing and reporting system that enabled Ops Tech agents to more than double the number of tickets completed each day.• Provided real time support through phone or email responses in conjunction with tier 2 support for escalated situations.

I ghost write and consult on screenplays. I assist writers in building stories and treatments for producers. Blogger at MeaVerba.net [coming soon]

I covered and edited over 40 feature screenplays for producers, and management professionals as well as writers of various skill levels in order to fine tune screenplays for production.

I manage over 11 agents covering an expanding call center. While helping to create new and faster designs for the software, training modules and regulating the quality of customer care and assessments by the thousands.Duties Include:• Managed over 11 agents in a call center.• Audited medical information for accuracy and accountability.• Identified high risk members to provide immediate care.• Worked on hardware and design with IT.• Coordinated a new design for medical assessment software with a team of data developers.• Created the training model in which Call Agents are still trained on to this day.

Did entry level work using Microsoft SQL and minor computer maintenance.Duties Included:• Running auditing reports through database strings in Microsoft SQL.• The set and tear down of equipment including computers, servers, tables etc.• Technical Support for the call center, mid-level and upper management.

Worked as a call agent for SynCare in their HCUSA department doing risk assessments for the state of Missouri. Duties Included:• Assessing Medicaid members promptly and thoroughly.• Identifying health risk and necessities in order to provide members with proper care.• Identifying high risk members and processing them for immediate care.

Assisted CEO in planning and writing out course material for training and auditing drug counseling centers in both Indiana and St. Thomas/Croix Islands. Duties Included:• Layout and organization of audit material.• Design and set up of presentations for training seminars.• Copy editing for training manuals.