I lead the technical-support & project team to drive the execution & delivery of Salesforce features for customer healthcare portals. I manage onshore, offshore FTEs & contractors. Focus is on establishing priority, staffing, contract negotiations & developing resources to reach their full potential by mentoring & coaching. * Improved relationship between IT & business stakeholders by being transparent, improving communication on defects, enhancements & outages. Won the trust of the business by consistently meeting key target dates, delivering critical improvements while adhering to DQs quality standards.* Managed a team to implement a Service Cloud CRM implementation (framework) based on Salesforce Lightning. Created process flows, collaborated with the solutions architect, & delivered operations training to successfully hit target go-live date.* Mitigated 85% of member payment issues by stabilizing a flawed Salesforce application. This led to 30% reduction in calls to the call center saving the company approx. $50k year over year.* Reduced 40% of Salesforce/IT outages by implementing a root-cause analysis process & driving teams to implement solutions. This led to a decrease of interruption to business stakeholders & users. Since the implementation, user satisfaction increased by 10%.* Shrunk the typical number of open ServiceNow incident tickets 60% by instituting regular triage reporting calls for the team & generating a “top 10” monthly incident report with mitigation recommendations. This improvement helped identify top reoccurring issues & drove the defect priority backlog.* Helped win a large, strategic piece of new business in collaboration with the client-engagement team by preparing & delivering a key customer executive presentation & demo on short notice.* Led contract negotiations with a key Salesforce vendor & specified the necessary KPIs to deliver promised results. Effort resulted in a 5% reduction of yearly license costs.

I oversee all IT-portal and digital teams and a team of 5 (analyst, developer, QA, product owner).* Created a ServiceNow workflow to migrate tickets to a new department, and implemented a transition plan that avoided downtime.

I manage a 5-person team including SQA, developer, business analyst, and architect. I identify areas where new technology, such as FHIR API, can be leveraged.* Identified and recruited a highly qualified internal candidate for a key business-analyst opening.* Improved the efficiency and transparency of work assignments by creating a ServiceNow workflow and a process for how tickets are submitted and how the team receives and assigns work.

I recognized the need for a Latinx presence in DentaQuest’s new corporate ERG program. I assisted in recruiting the original cross-location steering committee, created the charter, bylaws, logo, and vision for Adelante and recruited employees to participate.* Helped decrease Latinx/Hispanic employee attrition 10% across the company, and facilitated 20% of Adelante members to attain promotions or move to other desired DentaQuest jobs, by creating and running educational and motivational programming.* Corrected translation subtleties that could have resulted in confusion or offense to Hispanic customers and avoided $25K in potential printing waste by collaborating across departments to review 47 newly written member materials prior to printing.

In this role, I was a member of a team that implemented a complex, enterprise-wide, HIPAA-compliant Salesforce Org, which encompassed Service Cloud, Sales Cloud, and multiple Communities.* Played a key role in the implementation of Service Cloud in a new Salesforce instance, using Salesforce Lightning. Captured requirements, conducted business-unit walk-throughs on process/UI, created the master process flow, prioritized bug fixes and enhancements, monitored developers to ensure proper implementation, and participated in testing, training, and release.* Improved our strategic-analysis capability by creating Salesforce dashboards for key stakeholders and executives.* Implemented and led Agile process for the Salesforce support team. Improved the transparency of release tasks and bugs by creating and managing the production-support team Kanban board and Dashboard within Azure DevOps.* Led a project to sunset a legacy MassHealth provider portal on an accelerated timetable. Met the target date and avoided significant costs by creating the plan, obtaining cross-functional buy-in, and driving and resolving all issues.

I led a small team, supported user provisioning and management, administered servers, responded to SOC-1 audit requests, facilitated security best practices, and supported company information-handling policies including HIPAA.* Reduced the number of incorrectly submitted tickets by creating and implementing an enterprise-wide training program.* Enabled the successful migration to an off-premises datacenter by spearheading security issues and working overtime.* Worked with the compliance team, as the primary contact person, to pass an SOC-1 IT audit after the primary point person left the company. Managed workload, delegated to a new team member, and developed documentation to streamline the process.

I was the sole helpdesk-support person at Boston headquarters. I acted as project leader for our Windows 7 printer rollout, supported VIP executives, and participated in semiannual offsite disaster-recovery implementation and testing.* Lowered paper usage 15% and reduced printer-maintenance costs 35% by leading the rollout of 20 multifunction printers.* Reduced equipment failures 30% for board meetings and executive videoconferences by stepping in as the dedicated priority support person while the installation of new systems was delayed for 4 months. Received recognition from the SVP of IT.

As a member of the Advisory Council, I review the universities programs, services and make recommendations on how to further improve the program learning outcomes and course offerings.

• Led an Introduction to Computer Literacy course for adult learners.• Covered Computer Hardware & Software including Windows 7, Office & Presentation Skills.• Introduced students to terms, definitions, concepts and provide hands-on experience in computer lab.• Created lesson plans & tests; provided students with class and home work assignments.• Supervised classroom teaching assistants. Provided them with direction on properly assisting students.• Assisted students who required additional assistance before and after class.

I offered technology-consulting services to small businesses. I defined strategy and IT solutions to streamline business processes, created multiple websites ranging in size from 20 to 100 pages, researched and implemented POS systems and other software packages, and installed complete network environments.

Managed day to day transactions of Bridal business.Perform the following tasks: - Supervise staff of 2-8 employees- Inventory management- Marketing research- other duties as necessary