Lee Skellington-Mckusick Email & Phone Number

Aiken, Sc, Us

San Francisco, California, Us

* Developed features for OmniStudio and Salesforce Flow automation platforms, helping to ensure delivery of the Action Buttons feature in Flow.* Designed and implemented QA test plans for developed features.* Maintained internal Flow and OmniStudio documentation and acted as SME, answering hundreds of questions across many channels.* Performed DevOps tasks including testing/development environment creation and setup.

San Francisco, California, Us

* Refactored Salesforce Industries’ core codebase, resulting in the ability to create a new, standalone OmniStudio product.

San Francisco, California, Us

As the leader of a team of 10 Support Engineers, I was responsible for ensuring that Vlocity's Customer Support goals were met for a major functional area of the product.Tasks/Accomplishments: * Served as the primary point of contact for several top-tier Industries customers to address and resolve issues, and improve customer relationships and satisfaction.* Acted as the liaison between the Support and Engineering teams, working directly with product managers and developers to investigate, prioritize, and resolve escalated issues.* Led and trained a team of 10 Tier II support staff.* Designed, built, and deployed a new case workflow and UI in Salesforce to streamline work and improve access to resources for all support team members.* Implemented an integration solution to sync information between support cases in Salesforce and engineering data in Jira, so that support staff could have up-to-date information on bug and user story status.* Developed additional internal processes, tools, and documentation for support staff.* Created internal and external documentation (incl. knowledge articles and demo videos) on best practices for OmniStudio integration and troubleshooting and logging issues.

San Francisco, California, Us

* Provided technical support and customer service for Vlocity clients, resolving issues related to Salesforce and Vlocity software.* Performed deep-dive troubleshooting of issues escalated by front-line Support staff: data integration, AngularJS code and templates, complex form-building tools, REST API issues, etc.* Worked closely with Product Managers to prioritize and resolve escalated issues, allowing them to focus on reducing Development backlog.* Created documentation for the Knowledge Base, with a focus on ticket deflection/preventative support.* Interviewed candidates for job openings in Support, and helped train new team members.* Managed content for the quarterly Support newsletter.

Glastonbury, Ct, Us

* Triaged all incoming Support tickets, identifying and prioritizing time-sensitive requests. This led to a marked improvement in both response times and client satisfaction, especially during the back-to-school busy period.* Managed existing ticket backlog, ensuring that issues requiring updates got addressed in a timely and efficient manner.* Created a fully-functional alternate interface for the Parature CRM software using REST APis, allowing me to edit and perform actions on large groups of tickets quickly and efficiently.* Assisted in a total system migration from Parature to Zendesk, including project planning, Zendesk configuration, and data migration.* Created an SSO for a third-party LMS platform, to allow our users easy access to a self-paced online training environment.* Created and managed the Finalsite user community.

Glastonbury, Ct, Us

* Resolved support tickets and monitored social media to answer client questions/problems. 98+% positive client feedback rating. Specialized in form-building software, eCommerce/payment issues, and complex Level II issues (including database restores, Javascript and jQuery troubleshooting, and ColdFusion code updates).* Used queries in Microsoft SQL Server to help troubleshoot and fix issues via our databases, and to generate reports for clients.* Acted as an intermediary for end users and developers, translating client feedback/requests into functional development goals logged in JIRA.* Redesigned and coded the Finalsite Support website.* Created tools and utilities to solve specific challenges faced by the department.* Helped to create content for Support resources, including blogs, email newsletters, and the Help Center.* Developed relationships with clients, to strengthen brand loyalty and to provide better, more personalized support.

Us

• Developed and hosted Wordpress-based web sites for local small businesses, friends, etc.

Hyannis, Ma, Us

Savant's IT support website was based off of the bug-tracking software BugZilla, adapted for our own uses to track support tickets. The site was hosted on a virtual machine running Mac OS X server, and configured with all the necessary software to run BugZilla. I customized the interface to provide a better user experience, both from an end-user and support rep perspective.Responsibilities:* Performed hardware repairs and software troubleshooting on various Apple computers (Macbooks, iMacs, etc.). Provided technical help desk support to Savant employees for other hardware and software issues.* Set up a ticket-tracking system to better manage support requests and workflow and greatly improve responsiveness. Installed BugZilla on a virtualized installation of Mac OS X server. Installed and configured required Perl modules and libraries (ImageMagick, GD, MySQL) and server functions (MySQL Server, mailing server, etc).* Prepared status report presentations, handled tech setup for meetings, maintained networking equipment for main and branch offices, and other impromptu tasks assigned to IT.

Rochester, Ny, Us

C4C4 was a solo project for a Web Client/Server Programming class, based off the popular game Connect 4. C4 is a fully-functional multiplayer browser game, entirely built from the ground up using a PHP/MySQL backend server and a client interface incorporating HTML, JavaScript, and an SVG gameboard.Responsibilities:Built an online implementation of the popular game Connect 4 from start to finish.Server coded with PHP (procedural and object-oriented) and MySQL database.Client-side interface coded with HTML, CSS, SVG, and JavaScript (jQuery library, AJAX, and JSON were all utilized.

Rochester, Ny, Us

Note taker for Discrete Mathematics for Technologists II, 1016-206-02.

Rochester, Ny, Us

The "Ultimate Student Guide to RIT IT" was a project that a team of students worked on to provide prospective IT students information about Rochester, RIT, and the Golisano College of Computing's programs. It included information about RIT's campus, academic programs, residences, the city of Rochester, and other data for students and parents. The site had a PHP/MySQL backend, a front end built from HTML, CSS, JS, and inclusions from APIs such as Google Maps. Responsibilities:• Worked with a team tasked with creating a prospective student guide to RIT's IT programs and RIT in general.• Helped to create a complete design document, with needs assessments and site requirements, information architecture outlines, mockups, etc.• Produced copywriting for the site; interviewed students, wrote articles, obtained quotes, images, and other information for the site's various sections.

QVCC's networking lab consists of 13 main computers for normal student usage, as well as roughly 20 others for hardware-related coursework (in addition to a domain server). During a redesign of the lab in which the 13 computers were replaced by custom-built machines, I researched and ordered parts for those machines, and assembled them from the parts.Responsibilities:• Supervised student usage of QVCC's networking department computer labs. Computers in the labs were part of a domain controlled by a machine running Windows Server 2003.• Researched, ordered, and assembled parts for computers replaced during a remodeling of the lab.

Storrs, Ct, Us

In 2006, UCONN underwent a massive upgrade of their wireless infrastructure. As part of that, I was tasked with using Cisco's Wireless Control System software to map the campus in order to generate wireless signal heat maps. This allowed the best placement of WAPs for the most effective wireless coverage.Responsibilities: • Used Cisco WCS software to map the university campus in preparation for a renovation of their wireless infrastructure.• Assisted in installing upgraded networking equipment in buildings on campus.

Bachelor Of Science, Information Technology

Associate Of Science, Computer Networking