• Led Salesforce implementation and served as the sole Salesforce Administrator for the CRM• Migrated 500,000 records from Copper CRM to Salesforce utilizing dataloader.io and workbench• Managed and integrated key Salesforce APIs• Administered and maintained Salesforce environments, including user setup, permissions, roles, and security settings• Developed and implemented custom objects, flows, validation rules, and triggers to enhance system functionality• Managed data integrity and migration processes using tools like Dataloader.io and workbench• Provided technical support and training to end-users, ensuring effective use of Salesforce platform features• Conducted regular system audits and prepared detailed reports on system performance and user activity• Provided teams with actionable data, data analysis, and data visualization• Assisted leadership team with essential metrics for business decisions• Collaborated across departments and levels to align Salesforce with business needs• Implemented Zapier automations to streamline team communication via Slack and Salesforce• Maintained Zendesk application for all business units

• Led end-to-end Salesforce implementation projects, from requirements gathering to deployment and post-go-live support.• Designed and configured Salesforce solutions to meet client business requirements, including custom objects, workflows, and approval processes.• Conducted comprehensive needs analysis and stakeholder interviews to identify and prioritize business objectives and challenges.• Provided expert guidance on Salesforce best practices, system optimization, and integration strategies to clients.• Developed detailed project plans, timelines, and budgets, ensuring projects were completed on time and within scope.• Trained client staff on Salesforce functionalities, creating user manuals and training materials to enhance user adoption.• Managed data migration and data cleansing efforts to ensure seamless transition to Salesforce.• Collaborated with technical teams to integrate Salesforce with other enterprise systems, enhancing overall business operations.• Created custom reports and dashboards to provide clients with actionable insights and improve decision-making processes.• Conducted regular system audits and health checks, recommending and implementing enhancements to improve system performance.• Acted as the primary point of contact for client issues and concerns, providing prompt and effective resolution.• Stayed current with Salesforce releases, features, and best practices, attending relevant training sessions and conferences.

• Partnered with clients to define, design and implement salesforce business and process requirements according to established best practices• Complete lightning migration and optimize organizational processes, data integrity and governance for a client org of 33,000 users to increase user adoption and ease of use• Developed key reports, dashboards, and flows across multiple client Salesforce instances to ensure data integrity and revenue goals• Collaborated with Marketing Ops teams to define, design and implement lead management and life cycle processes to increase lead generation and brand awareness by 65%• Functioned as Salesforce Business Analysts and Quality Assurance tester for client projects• Evaluated client solutions to increase user productivity as well as system continuation and uptime• Working knowledge of the following marketing automation platforms: Pardot, Marketo, Eloqua• Proficient in tying business results to marketing spend as well as advising on CRM strategy and functional design• Developed solutions and consultative approaches to support the alliance with Salesforce that integrates with business methodologies and go-to-market approach

Administered, maintained and configured the Salesforce application for 3000+ users (Classic and Lightning UI).• Developed workflow rules, tasks, and email alerts to assist with maintaining approved business service level agreements, improving SLAs from 52% to 85%.• Designed page layouts, custom objects, visual force pages, APEX and SOQL code to improve business process efficiency (Sales and Service cloud).• Created reports and dashboards for quick view of requested.• Worked with development team on customizations and application integration.• Analyzed and mitigated identified bugs during testing efforts reducing defects by over 60%.• Evaluated system and suggested improvements by defining solution capabilities, as well as building prototypes for demonstrations for enterprise wide projects.• Contributed to the implementation of 4 API integrations.

Controlled the administration and development of the BWise application which tracked issues and risks to the financial organization.• Assisted with input of risks and controls into the application to automate the internal audit process reducing completion rate time by 50%.• Identified functional business requirements for new requests.• Conducted data mapping and gap analysis when integrating new processes into the application.• Provided all aspects of systems design, including data migration rules and business rules.• Upgraded the application to the newest version saving the business $5,000 a quarter.

Contributed to the configuration and development of the Salesforce application.• Preserved all sandbox environments by executing release processes for the development and administrator teams.• Performed peer code reviews prior to approving code to be released to the production environment.• Maintained profiles and roles in sandbox environments for users during testing cycles.

Gathered business requirements, wrote technical specifications and maintained project deliverables and timelines for the Billing Information Office. • Wrote functional requirements and test cases and coordinated activities between Quality Assurance and user groups. • Supervised all facets of project lifecycle to ensure timeline and budget commitment.• Automated quote - to - cash application for a business subsidiary, saving company approximately $2 million per quarter.

Generated incident reporting and enforced service level agreements. • Established an Incident Report Review Board.• Maintained all Service Level Agreements.• Identified root cause and resolved incidents.• Coordinated SOX testing, auditing, and managed all Disaster Recovery processes corporate-wide.

Directed team of 5 employees responsible for maintaining established release schedules and budgets. • Assessed and prioritized current and new development requests. • Maintained and updated project management system, scheduled projects, and distributed to team members. • Ensured all staff complied with SDLC processes.• Communicated accepted projects to development, quality assurance, and requirements analysts’ groups.

Supported the team responsible for the testing of applications in the reservations and billing lines of business. • Managed 17 employees and performed annual employee evaluations.• Oversaw testing for 12 customer-facing applications. • Developed and implemented peer review, risk evaluation and root cause analysis to encourage communications throughout organization.

• Managed resources of up to 8 employees • Ensure resource assignments are within scope and reason• Manage the need of application support within the scope of QA• Performed analysis of development requests assigned to a release• Created test case suite for a designated release • Executed test case suite during scheduled time• Organize cross training efforts of assigned staff to encourage growth and also ensure accurate knowledge to support assigned applications• Evaluate the status of all work efforts to ensure timelines and goals are achieved and release is deployed as scheduled• Communicate slipped timelines effectively throughout management to ensure proper handling of possible slips in release dates• Responsible for Defect Management (Identify, analyze and document defects in Quality Center)• Test and certify defect fixes and new functionality• Work with QA manager and project managers to plan and coordinate test deliverables and timelines in accordance with the systems development life cycle• Responsible for the execution of functional application, regression, modification, load and performance testing for upcoming code release• Prepare the needed information for leadership meetings• Conduct performance reviews• Accomplishments:o Implemented test suite and load test suite for the telecommunications platforms and Global offeringo Built and maintained the first telecommunication platform test bed

• Experienced in developing Test Plans, Test-Case Design, and Test scripting based on user needs and requirements • Performed analysis of business and system requirements to determine what testing would be necessary • Test initiative end to end to ensure compatibility of new enhancements• Developed and maintained test plans and manual test scripts for required testing• Performed manual test case execution, load test execution, and user acceptance test execution as assigned• Participated in post deployment testing to ensure no issues were present in our production environment• Provide support to Project Managers/Development team in production and test environments• Report, track and determine priority of defects• Contributed to release team status meetings to communicate any outstanding defects or possible risks to the release• Managed assigned test cases and test execution within Quality Center• Performed audits of regression test suite to ensure end to end application testing would uncover any possible impacts to current system functionality with the introduction of new functionality• Provide timely and accurate updates to QA management• Adhere to the published release schedule

• Reviewed, analyzed, evaluated and maintained the company’s telecommunications systems• Ensured all communications bridges were properly configured, updated, and maintained• Assist in the development and implementation plans for the continued improvement of the company’s telecommunications systems• Responsible for quality control of conference calls and the development of solutions for operational issues occurring on the telecommunications systems• Assist in management of trouble tickets and problem resolution• Designed/Implemented troubleshooting process from a hardware and software perspective for InterCall’s preparatory teleconferencing platform

• Administrator of Tech Services trouble ticket database• Responsible for maintaining and configuring desktops and laptops for sales representatives and other employees• Assist internal employees in the area of pc and software troubleshooting• Responsible for creating and developing computer images using GHOST for quick deployment and restoration of employee’s computer equipment• Member of rotating on-call phone support team providing extensive desktop support and network troubleshooting• Accomplishments: o Implemented and Designed the service level agreement for trouble tickets based on chosen severity level and customer impact• Troubleshot, analyzed, and resolved trouble tickets, closing 95% of requests within 20 minutes • Performed remote installations and product fixes, as well as various troubleshooting support• Sole front line support for InterCall from 6pm to 11pm est to include support of the call center locations during these hours• Build, setup, and execute Windows-based server solutions, including assigning policies, deploying software, and applying critical security updates for InterCall• Member of rotating on-call phone support team providing extensive desktop support and network troubleshooting