Driving the process of system enhancements to the Salesforce platform: prioritization, requirements gathering & documentation, test planning and execution (QA, UAT, Entrance), coordination of training with Learning and Performance.Overseeing and often executing daily, weekly, and ad hoc data transfers between Salesforce and external systems, to include process documentation for each data load.Monitor and troubleshoot scheduled transfers & batch jobs between Salesforce and external systems.Liaison between Apricus, and Enlyte partners, Salesforce developers, and technical teams of external (client and vendor) technical teams.

Design, influence and drive software quality; test abilities by performing automated testing of Shared Web Services.Identify requirements for the creation of test plans, test cases and test scripts by reviewing documentation.Ensure scenarios accurately captured business functionality; execute various components of product testing such as functional, regression, end-to-end, performance and load testing.Mentor junior engineers and new team members; apply expertise to challenging programming and design problems.Establish project plans, estimate work and monitor progress against milestones.Improve product reliability, performance and quality assurance best practices and processes.Investigate and evaluate new testing technologies and products within the environment; utilize creativity to develop new testing tools to improve processes; design and implement new test strategies for upcoming projects.Key Accomplishments:Spearheaded e2e testing for the scheduled interactions initiative enabling customers to request an agent contact them at a time and date that works for their schedule.Increased satisfaction by providing exceptional service to both agents and customers.Verified call metrics for scheduled interactions are captured in ININ databases to build accurate reports and improve experiences.Led testing on Mobile Help/SOS Video Routing feature for Turbo Tax to embed live video, audio and on-screen automation into the mobile app to create a memorable experience for customers.Enhanced functionality, reduced hold time from 17 minutes to 6-7 minutes and increased conflict resolution from 79% to 86%.

Designed, developed, modified, debugged and evaluated third-party and custom applications for functional areas such as finance, human resources, manufacturing, sales and marketing.Analyzed applications, formulated logic, devised logic procedures, prepared flowcharts and performed coding/tests on systems.Formulated conversions and system implementation plans; obtained approval of programming documentation.Researched information to recommend changes in development, maintenance and system standards.Ensured users were properly trained in conversions and implementation of systems.

Instrumental in delivering technical and user training to staff and users on installed software and hardware.Troubleshot software applications and hardware issues; supported employees.Generated online learning training using Articulate course development software for new hires.Minimized data loss by installing and restoring images to both new and old computers.Key Accomplishments:Created a flexible training method for new hires to reduce departmental training costs and increase turnaround times.

Assists with the development, implementation and evaluation of recreation programs for children, youth, and adults. Assists with the operation of facilities and provides service to the public.Occasionally directs helpers, assistants, seasonal employees, interns, volunteers or temporary employees and may temporarily act in a higher capacity.Assists with the development and implementation of programs by conducting research, planning and scheduling activities, updating and preparing course materials, and maintaining displays.Coordinates helpers and volunteers, contacts outside agencies to plan programs or to request donations, monitors budgets, sets up rooms for classes, cleans rooms, checks equipment in and out, and teaches.Assists with the operation of facilities by opening, closing and inspecting facilities, reporting equipment repair needs, safety hazards and criminal activities, and taking the lead in emergency situations.Provides public relations and customer service by answering telephone inquiries, providing information, processing memberships, providing assistance with equipment, making presentations, attending seminars and meetings, discussing issues with parents, resolving problems, and promoting programs.Keeps attendance, orders supplies, creates promotional materials, prepares various reports, processes paperwork, maintains files, prepares evaluations, entering information into the computer, receives fees, reconciles accounts, prepares deposits, and processing refunds, and provides transportation to participants.