Deborah Calderone Email & Phone Number

Hopkinton, Ma, Us

Bedford, Ma

Sales Ops/ RSA Salesforce SupportLiaison between RSA Business and RSA IT for Projects and routine Enhancement/BF Work RequestsImplementation of Salesforce Communities from SAVO SalesIQ – Completed Jan 2020 o Ensured Work Requests were submitted and completed on time; monitoring progress for GoLiveo Supported/ Managed CleanUp effort for lift and shift from SAVO to Salesforce Communitieso Contributed to publish approval process implementationo Published; Deleted; Updated; Archived content and videoso Created CMS pages; Added page Components and Imageso Continuous Monitoring/tracking of Enhancement and BF Work Requests after GoLiveo Coordinated Page Layout Updates with Business and RSKC TeamImplementation of Upgrade from Channel RSA Salesforce Classic to RSA Lightning – Completed June 2018o Coordinated Proj Meetings between IT, Business, SFDC Team monitoring proj progresso Ensured WRs were submitted; completed on time; monitoring progress for GoLiveo Ensured User Communication was distributed on timeImplementation of Upgrade from Sales RSA Salesforce Classic to RSA Lightning – Completed Feb 2018o Managed Proj Meetings between IT, Business, SFDC Teamo Monitored/ Tracked Enhancement and BF WRs for GoLive and aftero Managed/ Communicated Training Sessions for GoLiveo Ensured Training documentation posted to RSKCo Monitored usagePerformed RSA Salesforce and RSA Sales Knowledge Center User Account Administration/ Deactivationso Troubleshooted access issueso Submitted MyAccess requests for MyQuotes accessUser Support for RSA Salesforce Support queueo Added Campaigns; Updated Opp Owners; Updated Qualified By o Evaluated requests; forwarded to appropriate support team as requiredUser Support for RSA Sales Knowledge Center Support queueo Published content and videoso Processed Win WiresManaged RSA Procurement requirements in Dell Ariba systemo Monitored/Tracked progress of PRs and POs thru paymento Onboarded new Suppliers as required

Southboro, Ma

IT, Business Ops / Demand Management / Resource ManagementSupported IT Business Ops / Enterprise Application global, cross-functional teams to promote compliance with new company processes, methodologies and timelines. • Managed ServiceNow Demand for Prof Services, Presales, Security, Tech Platforms teams, ensuring data accuracy and process adherence; helped team managers determine realistic monthly / quarterly release demand decisions.• Managed resource workforce plan by consolidating various data sources, including validating / analyzing / researching data, making data modifications for employees, contingent workers and interns in various tools, allowing for current, accurate workforce plan used as data source of record.• Managed quarterly training, travel, rewards and recognition expenses, guaranteeing costs within budget and achievement of timelines.• Provided routine demand volume quarterly metrics, allowing Sr. Director to maintain a pulse on team deliverables and make decisions on future demand.

Southboro, Ma

Supported IT Oracle 11i Sales global, cross-functional team, accountable for completing successful monthly, quarterly releases, including confirming demand delivery, meeting timelines and leading post-release reviews using Release Management ITIL methodology. • Established release expectations for IT Sales team by creating and managing quarterly / monthly IT Sales Oracle 11i Release calendar.• Monitored all stages of release requests, obtained approvals, and closed out each monthly, quarterly release to comply with company processes.• Scheduled / conducted post-release reviews, identified issues, created / managed action plans, removing issues from future releases and promoting continuous improvement.• Facilitated / led weekly meetings with global IT Sales developers and analysts, making certain that release requests were on track and adhered to timeline.

Southboro, Ma

Researched and provided root cause analysis (RCA) for major incidents / application service interruptions and developed action plans to remove problem from environment using Problem Management ITIL methodology. • Conducted major problem reviews and RCA with global teams, identifying root cause to create action plan that mitigated risk from recurring in the environment.• Managed, allocated, scheduled / facilitated action item meetings; tracked completion of all actions per problem lifecycle, ensuring removal of problem from environment.• Scheduled / presented / communicated problems at weekly meetings to various levels of IT, bringing visibility to key problems that helped influence business decisions.• Assisted Problem Management team provide quarterly metrics for key stakeholders and IT management to drive strategy regarding future of applications, workforce / educational needs.

Westboro, Ma

IT – Service / Operational Readiness Obtained requirements, developed, documented and provided training for application support processes used by IT Service Desk and end users. • Served as liaison between business and IT to obtain requirements, enabling IT support in introduction of new applications to the company.• Developed IT support processes for IT service desk and end users, supporting and onboarding new apps as well as modifications.• Onboarded new application support structure within Peregrine Service Center (call tracking system) by creating and maintaining new configuration items, ticket routing and support groups, ensuring accurate routing of issues / tickets to correct support group for resolution.• Created / maintained support structure within Envoy (paging / notification system integrated with Peregrine) providing required page notifications to support group during application service interruption.