Support the Centers for Medicare and Medicaid Services (CMS) Center for Consumer Information andInsurance Oversight (CCIIO) activities on GDIT’s Marketplace Assister Technical Support (MATS) Independent Dispute Resolution (IDR) program.

[Impacted by company-wide layoff]• Built page layouts and flows for custom objects and managed packages includingKimble project management• Migrated Process Builders to Flows as part of a larger automation cleanup project• Provided day-to-day support for over 800 users within Service Cloud• Presented POCs to business stakeholders for sign-off and release into production• Enhanced Production Release documentation using Confluence and Salesforcecustom objects• Consulted on vendor purchases to determine impact and business value for the Business Operations team

• Built Flows, Lightning Pages, Custom Objects, Dynamic Forms, Permission Sets, etc.• Created and refined JIRA stories with IT and Product Managers• Trained Junior Admins on essential Salesforce skills and Agile methodologies• Supported over 1,600 internal users within the Sales Cloud platform.• Collaborated with larger Pro Services PM and IT teams on IPMs, Grooming, DailyStandups, Demos, and Retrospectives• Conducted UAT with Product Managers and business stakeholders for production• Utilized SFDC changesets to migrate enhancements throughout development, QA, andUAT sandboxes

Business Analyst / Salesforce Admin - Service Cloud• Supported over 1,300 internal users within the Service Cloud platform.• Configured Service Cloud Einstein Bot implementation, including dialogs, entities,variables, omni-channel deployment, and chat queue routing logic• Reviewed, troubleshot, and solved production support queue tickets.• Gathered requirements on enhancement requests and translated them into technicalsolutions within the Salesforce platform• Executed configuration changes (Lightning pages, components, page layouts, FLS,permission sets, custom objects, process builders, etc.).• Conducted UAT with stakeholders for production enhancements.• Performed impact analysis to data and systems resulting from new projects, enhancements,and production support.• Utilized Flosum to migrate enhancement change sets through Development, UAT, and Production sandboxes.

Sales Cloud• Supported and provided weekly report-based recommendations to senior stakeholders that have increased sales team pipeline activity by 15%.• Integrated applications such as Outlook Integration and RingCentral to increase sales rep activity logging and productivity by 40%.• Managed and customized users, roles, profiles, accounts, contacts, record types, sharing rules, email alerts, custom objects, process builder and page layout customization.• Optimized company dashboards to keep sales team and management updated on monthly sales goals and won/lost opportunities.• Developed internal Salesforce training manual and perform user training sessions for onboarding sales team to utilize Salesforce and respective applications.• Managed support and reporting requests of sales team and senior management.

• Managed email marketing strategy by creating and distributing monthly e-newsletters, appeals, and event invites to an email list of 180,000+ alumni• Partnered with IT in brand and website redesign, alumni data cleanup, and informationarchitecture restructuring• Created and disseminate guidelines and best practices for campus-wide initiatives such as a university crowdfunding platform and alumni mobile app• Managed multiple ongoing digital crowdfunding campaigns throughout the university• Increased NSU’s 2nd Day of Giving donors by 75% by selectively targeting past donors and those with a higher capacity to give based on historical data• Developed comprehensive communications calendar, consisting of digital, print, and social media

• Led redesign and content restructuring of boosters.fsu.edu during front-end transition to Drupal CMS• Developed comprehensive digital marketing and fundraising plans for events• Designed weekly HMTL email appeals and member newsletters• Increased email open rates by 5-8% by implementing A/B testing and layout redesign• Increased social media activity by 550% and followers by 10,000 in 3 years• Interviewed and coordinated a team of up to 15 interns throughout the office each semester

• Developed project timelines on Workamajig keeping agency resources and client needs in mind• Managed communications among departments and monitored profitability• Completed projects in a timely manner with 100% positive client feedback

• Spearheaded College WordPress multisite redesign project with Dean, Asst. Dean and Communications Team• Optimized web content and design to better assist students, faculty, and staff in finding information• Increased user traffic to College's website with UX and UI improvements

During a Winter break in 2008 I came up with the idea to create a Facebook 'fan page' for LaSpada's Original Hoagies. This started out just for fun as I made posts daily and interacted with friends and others who found the page and joined.From 2008 - 2010, my content drew in roughly 11,000 followers and the company itself took notice. I was more than willing to work with the owners and help them transition the ownership of the page. Over the next two years I worked with and trained the owners on how to engage followers and what content received the best results.