- Lead and manage the development, implementation, and maintenance of business systems and software solutions that support the customer service team (Totango, Service Cloud, ZenDesk, Census).- Work closely with the customer service and onboarding team to understand their needs and requirements, and then translate those needs into technical specifications.- Manage and coordinate the work of business analysts, developers, and testers to ensure that projects are delivered on time and within budget.- Ensure that business systems and software solutions are aligned with the overall customer service and onboarding strategy.- Identify and implement process improvements to streamline operations and improve customer satisfaction.- Monitor and report on the performance of business systems and software solutions.

-Develop and manage information systems and provide architectural and technical inputs to the project.-Guide Business Systems Analysts and users.-Analyze, design and implement process improvement changes across different departments.-Collaborate with technology teams and business users to manage implementation, training options and support.-Review efficiency of latest software.-Analyze potential solutions to ensure obtain future needs.-Calculate return on investment and execute the project activities with a focus on providing efficient and cost-effective solutions.-Coordinate with partners to define scope and act as a point of contact for all the partners.

-Used SOQL and SOSL for various data fetching and manipulation needs of the application using platform database objects.- Developed SFDC customize reports and dashboards base on business requirements.- Built data lake for PowerBI reporting- Defined mapping specifications for integrating Salesforce with other enterprise applications;- Built design documents;- Led the Salesforce support team onsite and offshore (MP);- Supported technical architecture of the solution;- Participated in requirements gathering, design workshops to understand application functionality and Support;

- Responsible for data integrity in Salesforce as well as Microsoft AX 2012. The data structure in our ERP system didn't allow for Sales to track by location. Built out a middle table that would relate ship to locations to hospital facilities as well as merge duplicate accounts. - Responsible for managing a team of data stewards.- Responsible for working with various teams to build out their manual process into Salesforce.- Responsible for upgrading the Mitel phone system to Vonage platform using New Voice Media for call center management.- Lead, build and maintain Salesforce.com solutions - Moved legacy systems to Salesforce- Built custom apps, changes to workflow flows, process builder, commissions, dashboards, etc.- Built the lead implementation of new processes and technologies.

- Responsible for researching whether Alimed should be using Microsoft Dynamics 2011 or move to Salesforce.- Responsible for migrating historical data from Microsoft to Salesforce- Responsible for finding a replacement Marketing system (Marketo) that would handle B2B and B2C. As well as setting up and maintaining the new solution. The solution that was choosen was Marketing Cloud and Pardot. - Responsible for finding a solution that would integrate our ERP system (Microsoft AX 2012 R3) and implementing the solution (Rapidi)- Responsible for tying Definitive Healthcare database to Salesforce and using the Definitive Healthcare database to clean up our ERP system.- Responsible for deploying and managing the phone system Mitel and updating the call center workflow.

In this role, I am responsible for designing, testing, and executing SQL scripts and DTS packages in order to migrate data from legacy systems and a multitude of other databases into SQL server databases and then into a hosted Microsoft Dynamics CRM system via Scribe Insight. Part of this function involves ensuring that data quality, integrity, and completeness are maintained or improved and that duplicate entities are identified and removed. This requires working closely with the client(s) to understand their needs, analyze their data, set clear expectations, map out a project plan for the work involved, and maintain strong lines of communication. Responsibilities: • Working with offices to migrate sensitive client data between customer relationship management (CRM) systems; qualifying each office’s needs and the system requirements, gathering and reconciling data, and ensuring a smooth transition to the new CRM system • Working with offices to set and accomplish project goals within a specified time frame • Working closely with coworkers, both within and outside of the data conversion team, to coordinate other stages of the project, such as training • Analyzing and scrubbing MS Outlook data to prepare for integration with the CRM system • Working with ETL tools to facilitate the migration of data • Taking ownership of design, development and testing of all data transformation, extraction, and migration activities

Became the escalation point for first-level CRM specialists. Also was responsible in building CRM support wiki sharepoint pages. Also had to make sure tickets are resolved in a timely manner, and that advisors and their staff have assistance with various technical issues, all the while ensuring indispensable support for the customers.• Provide nationwide support to 2200+ users using Microsoft Dynamics CRM and Commonwealth’s full synchronization software. Ensure synchronization between Microsoft CRM, Microsoft Outlook, and users’ smartphones and tablets.• Consult with and train financial advisors and their assistants. By initiating an open dialog, evaluate needs and make the best possible recommendations to facilitate faster time-to-value and higher user adoption.• Schedule and participate in in-person and telephone meetings with clients to research usage and areas of improvement for the mail merge process that is part of Commonwealth’s customized version of Microsoft Dynamics CRM. Report findings to product manager to be considered for future updates.• Configure and deploy software and set syncronization to user specification. Help users understand synchronization options for optimal use.• Build relationships with end-users to ensure proper utilization and performance. • Solve complex technical issues and follow up with end users to ensure that resolution was achieved. Document issues using ticketing system and escalate to second tier support and provide assistance when necessary.• Perform diagnostics and troubleshooting of system issues, document help desk tickets and resolutions.• Reviewed and studied error logs to perform root cause analysis and ensure quick and accurate troubleshooting.

Providing Commonwealths' 500+ home office employees with the technology support they need to do their jobs. In addition, providing technical recommendations and support to Commonwealths' 1,500+ advisors and their staff regarding any technology they use. Responsiblities:- Providing first-level technical support to home office staff, as well as to Commonwealth advisors and their staff, on a wide range of issues and products - Prioritizing and processing help requests to provide technical problem identification and resolution

Coordinated advisor offices’ migration to Commonwealth's customer relationship management (CRM) system from various third-party contact management systems. Responsibilities:- Migrating sensitive client data between CRM systems, working with each office to qualify its needs and the system requirements, gathering and reconciling data, and ensuring a smooth transition to the new CRM system - Working with each advisor office to set and accomplish project goals within a specified time frame - Working closely with coworkers both within and outside of the data conversion team to coordinate other stages of the project, such as training - Analyzing and scrubbing MS Outlook data to prepare for integration with the CRM system - Using SQL database conversion tools to migrate and manipulate data

• Contact prospective customers and provide them with information on services offered.• Manage existing client base by offering additional services/upgrades/support.• Generate leads• Guide potential and existing customers to determine and fulfill their technology needs• Devise sales and marketing strategies aimed at fulfilling targeted goals