A Technical Account Manager (TAM) provides expertise tailored to a business’ needs to help them:Manage complexitiesChampion faster issue resolutionProtect customer relationshipsReduce technical risk

The Salesforce Platform Strategic Enablement (SPSE) team is HCSC/BCBS of IL, TX, MT, OK and NM's designated to transform the way Salesforce is marketed, sold and serviced to our members, customers, providers and partners.- Develop enterprise Salesforce strategy to create and implement future state roadmap- Lead Salesforce Architecture team (technical, solution, application)- Create, monitoring and enforcing governance & standards- Create and managing security standards and compliance- Lead and develop Dev Ops standards around the Salesforce Platform- Work with delivery and post delivery to provide Salesforce solutions in a timely manner- Collaborate with enterprise architecture, IT QA, Data Analytics, Security, digital, business and various other teams to develop innovative and cost effective technical and business solutions.

Administration of Salesforce CRM software for the 4th largest health insurance provider in the country - HCSC/BCBS of IL, TX, MT, OK and NM. Sr. System Analyst for 7 production instances of the Sales and Service Cloud. Plus 2 Marketing Cloud Instances• Perform administration and analysis functions • Work with Business users, stakeholder, vendors, and Implementation Specialists, as necessary• Manage and maintain third party apps and make recommendations on tools that will provide better user experiences as well as development and deployment efficiencies• Keep abreast of Salesforce releases and corresponding documentation and provide new functionalities and solutions as needed• Collaborate on establishment and implementation of best practices• Initiate Change Orders for Implementation Projects as a skilled resources to manage key elements of a global deployment.• Collaboration to achieve goals and objectives

System Ananlyst working with Sr. System Analyst in the Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas (HCSC) ITG Dept's Salesforce CoEAssist in Administration of Salesforce CRM software for the 4th largest health insurance provider in the country. System Analyst for 4 production instances of the Sales and Service Cloud. • Perform administrator functions such as User Mgmnt, System Security, troubleshooting • Work with Business users to provide best practices on usage including training, documentation and support, as necessary• Manage and maintain third party apps and make recommendations on tools that will provide better user experiences as well as development and deployment efficiencies• Keep abreast of Salesforce releases and corresponding documentation and provide new functionalities and solutions as needed• Collaborate on establishment and implementation of best practices• Initiate Change Orders for Implementation Projects as a skilled resources to manage key elements of a global deployment.• Collaboration to achieve goals and objectives

• Perform administrator functions such as user Management, System Security and Permission Management across both Support and Sales clouds.• Perform code and functionality deployments between Dev/QA/Train Sandboxes & Production.• Perform declarative development activities such as Custom tabs/apps/objects/fields/buttons/etc., Visual Flows, Skuid development, minor Visualforce Modifications via Sublime Text 3 w/MavensMate• Manage custom forms, templates, workflow and validation rules, workflow and approval processes• Work with end users to provide best practices on Salesforce usage including training, documentation and support, as necessary• Customize reporting and dashboards for various teams, provide reports and report training.• Install, manage and maintain third party apps and make recommendations on tools that will provide better user experiences as well as development and deployment efficiencies• Keep abreast of Salesforce releases and corresponding documentation and provide new functionalities and solutions as needed• Collaborate on establishment and implementation of best practices: system maintenance, security management, application improvements, data integrity, data backups, etc.• Collaborate on training for internal resources to ensure proper end user, trainer & 'train-the-trainer' use of the system• Use Apex Data loader to import and export data as needed

Handled Internal user support for their Salesforce.com CRM~ Supported application navigation and utilization to Internal employees in usage Salesforce.com CRM application in line with departmental measures, with a focus on high quality, accuracy and user satisfaction ~ Documented and recorded all activity, communications, troubleshooting, and problem resolution steps with Elance ticket tracking system ~ Performed Administrative tasks within application~ Provided adhoc training to Internal users as required ~ Analyzed and clarified Internal User queries though troubleshooting~ Reviewed cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice~ Actively participated in team meeting by providing feedback on day to day support activity and recommendations for improvement

Handled application support for the Advologix Practice Management, Advologix Matter Management Application (Law Practice Management applications - built on the Force.com platform) and Salesforce.com CRM application. ~ Trained users in application navigation and utilization of all 3 applications ~ Assisted Sales Dept in remote training, webinars, application presentations of all 3 applications ~ Performed Administrative tasks within application (Internal to Advologix/Externally to subscribers)~ Designed and formatted all support documentation and videos for end user support resources of all 3 applications ~ Resolved basic bug issues, escalated adv bug issues to Development~ Directed application upgrade activities – performed installations and upgrade steps across user base

~Advologix Spend Mgmnt Project: Formulated all Support Documentation, Lessons/videos to train users. Worked with clients & development to ensure pre-configuration & package installation successful (successful completion).~Advologix Matter Mgmnt Project: Formulated all Support Documentation, Lessons/videos to train users. Worked with clients & development to ensure pre-configuration & package installation successful (successful completion). ~Advologix Practice Mgmnt Spring Upgrade Project: Formulated all Support Documentation, Lessons/videos to train users. Worked with clients & development to ensure pre-configuration & package installation successful. Tracked upgrade completion, successes, bug issues, patch activities (successful completion).

Handled Internal user support for the Relationship Management System (Salesforce.com CRM) for First Tennessee Bank National Association (a First Horizon National Corporation holding) ~ Supported application navigation and utilization to First Tennessee Bank/First Horizon Internal employees in usage of newly implemented Salesforce.com CRM application in line with departmental measures, with a focus on high quality, accuracy and user satisfaction ~ Documented and recorded all activity, communications, troubleshooting, and problem resolution steps with Internal user in HP OpenView ServiceCenter (Peregrine ServiceCenter) ticket tracking system - according to departmental standards of quality~ Performed Administrative tasks within application~ Provided adhoc training to Internal users as required ~ Analyzed and clarified Internal User queries though troubleshooting~ Assisted in creation of Technical Assistance Center knowledgebase articles in SharePoint~ Reviewed cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice~ Actively participated in team meeting by providing feedback on day to day support activity and recommendations for improvement

Handled application support for Salesforce.com CRM application. Ensured customer satisfaction; within SLA; performed ongoing customer education, encouraged adoption of new and upgraded processes and functionality, and maintained positive customer relationship with administrators and end users. ~ Tier II Functional Application Technical Support Specialist (Oct 2009 to Mar 2010): Troubleshot advanced issues within the application, maintained application performance, assisted users in building and formatting advanced functionality within the application, consulted with Tier3 personnel when needed ~ Premier + Administration Application Technical Support Specialist (May 2008 to Oct 2009): Gathered business requirements and performed administration, advanced administration and minor development tasks within the application as requested /delegated by organization. Built customizations, trained administrators and end users on usage with step-by-step guidance associated with new customizations, and maintained performance of new customizations. Additionally, performed all the activities of Premier Support for ‘+ Admin’ clients~ Premier Application Technical Support Specialist (Feb 2008 to May 2008): Answered medium level application technical support issues. Provided end users details on where to find resources to assist them in navigating and utilizing application. Troubleshot basic issues within the application, trained and assisted end users and administrators in maintained application performance, assisted users in building and formatting advanced functionality within the application, consulted with Tier II personnel when needed. ~ Basic Application Technical Support Specialist (Jan 2008 to Feb 2008): Answered lower level application technical support issues. Provided end users details on where to find resources to assist them in navigating and utilizing application.

~Business Proposal (Management Communications): Worked in a group to develop and document a business proposal for the purpose of gaining a contract with a prospective company. Included: Formal Proposal, Oral Presentation, written Presentation presenting the prospective Company with information on your hypothetical organization and why they would be the optimal choice to hire on for the Project. (94%).~POS Project, Pt. I (System Analysis and Design): Worked in a group to develop and document the Planning, Analysis and Design phases of setting up a computer system. Included System Scope Documents (98%), Logical Specification Document (95%), and Physical Specification Documents (93%). ~POS Project, Pt. II (System Analysis and Design): Worked in a group to develop and document the Implementation and Support phases of setting up a computer system. Included System Design Documents (scored a 93%), System Prototype Document (94%), and Support Specification Documents (90%).~Website (Web Design): Designed & coded a seven-page web site in HTML, XML, CSS. Site required tables, a form, links to email account & multiple external sites, site map, navigation, & images. Coded to work in multiple web browsers (91%).