• Led the implementation of the Customer Support Community and Knowledge Base to allow client self-service resolution options including case creation, agent chat options, and searchable knowledge articles• Implemented Omni-Channel routing for case assignments and chat routing to optimize the use of available agents, vastly improving customer support issue response time • Responsible for multiple Salesforce configuration activities including Lightning Pages, Workflows, Approvals, Process Builders, and Flows in Sales Cloud, Service Cloud, and Community Cloud• Designed custom Salesforce solutions and managed the successful delivery of functionality by development resources• Developed company-wide Salesforce training for all existing and new functionality within the environment; created documentation and conducted training sessions for 360 Salesforce users

• Successfully migrated the existing CRM system onto the Salesforce platform in only 6 months with no downtime to the core business• Developed and implemented process efficiency changes across the company including Lead Routing, Opportunity Management, Case Management, and Customer Success processes• Led stakeholder discovery and requirements refinement sessions to uncover business, functional, and technological needs to ensure detailed alignment across teams

Moved to DXC as part of a merger between HPE Enterprise Services and CSC. Continued as a business analyst working on running and maintaining salesforce.com and owning the Siebel PRM space.

• Collaborate with business stakeholders (CRM and PRM) worldwide to define requirements and ensure technical feasibility. • Manage scope and identify any deviations from the project plan and fix them quickly. • Develop and analyze existing applications based on business requirements. •  Leading discussions between business and IT to ensure the most effective and quality based solution is provided throughout the entire project life cycle. • Led CRPs and IT design for Joint Business Planning and Partner Collaboration Lead Management. Presented technical solutions and concepts to business leads and end users to achieve sign off. • Worked on a re-engineering project with an aggressive timeline in which we re-platformed an existing program into the SFDC model in less than 3 months. In this I led discussions with a business team who had no prior SFDC knowledge and we were able to deliver a user friendly program that exceeded their needs. • Work as business/systems analyst in many cases to provide recommendations to business users during solutions/design phases of projects • Provide production support and ensure resolution in a timely manner. • Participated in separation efforts during the company split.