Michael Stevens Email & Phone Number

San Francisco, California, United States

Getting started with education as a substitute in the San Francisco Unified School District system.

San Francisco Bay Area

Technical lead for Salesforce based enrollment system to ensure HIPAA security for prospective patients. Employed custom Apex and Sites to gather customer information and facilitate signup. Included Salesforce integrations with Docusign, Calendly, Marketing Cloud, Chargent for automated billing, and custom API code to ensure customer data was in sync with multiple sources.

San Francisco, California

Helped ramp up for some very big goals in the fight against diabetes.

San Francisco Bay Area

Managed complex Salesforce and web projects for small to medium sized business clients. Performed admin duties as well as Apex programming for busy Sales teams. Built reports and interpreted data to assist in operations. In the area of Project management; Handled timelines, deliverables and communication between client and creative partners.

San Francisco, Ca

Tracker provides an online solution for storing digital copies of the Federal Form I-9 which is required for employment in the US. Guided customers through a complex installation process which required a multi-skilled project manager with good technical expertise. Used custom Salesforce objects in standardizing process and reporting to give management a clear picture of project status.

San Francisco

Built Tier 2 Support team to analyze and report technical issues to Engineering, QA, and Product departments. Customer issues were analyzed as software bugs with full details of issue being reported in JIRA. Maintained communication with large clients, affected users and internal teams to ensure issues were fully addressed and clients were satisfied. •Worked with Customer Service, QA, Product and Engineering teams to address technical issues from large brokerage clients as well as assess needs for new Trulia products to meet evolving customer needs.•Implemented company-wide CRM using Salesforce, giving Account Managers access to Customer Support issues for each account.•Created and maintained Customer Service tool suite using Salesforce API with PHP, and MySQL, resulting in a more than 20% increase in First Call Resolution (FCR).

•Analyzed current Customer Service processes to identify areas which required training or tools development.•Built tools for Customer Service to expand their access to customer data and diminish reliance on Engineering resources to obtain that data.•Provided training to raise the expertise of CSRs, and improve customer support processes across the board.

Responsible for front-end code for blogging platform and multiple advertising products.•Member of team that developed front-end modules for advertising, Voices and Profile sections of Trulia website in PHP with MySQL data support. Implementation of blogs raised repeat usage of site by Real Estate Agents fourfold.

First full-time IT support person at Trulia. Started department and managed growth to three employees. Implemented ticketing and inventory systems and process. Led soup to nuts inventory effort, which began after request by auditor and was finished ahead of schedule.

Founded a small business (Your Office PC) providing full desktop support, training, and IT security services for small businesses in San Francisco's Financial District. Built solid relationships with clients through intense customer service and open communication about expectations and deliverables. Designed and constructed Windows XP based networks, wrote and implemented disaster recovery policies and procedures, installed Linux and Windows based file servers and network storage devices, and set up anti-virus, anti-spam and firewalls to ensure safe and reliable computing for my clients.

Tech Lead, PlayStation U.S. Website Redesign: Brought a behind schedule project up to speed and mended an embattled relationship with an extremely important 415 client, Sony Computer Entertainment of America. Created detailed project calendar, enforced project milestones and smoothed development by building a development environment capable of supporting multiple developers. Managed client communications on technical issues and built consensus amidst disagreement. I also personally took on development tasks in classic ASP, JavaScript, CSS and XML as the project demanded.

Worked in conjunction with HR Experts, technical partners, design team, and our customers to develop a web application to manage all client communication and support. Built systems to route and record communications from both the web and our internal call center. Responsible for architecture (Microsoft Windows 2000 Server, Microsoft IIS, Microsoft Exchange 5.5, Microsoft SQL 7.0, MSMQ, a Merlin Legend Phone setup, and E.piphany Customer Relationship Management system), application design and a budget of $600,000 to cover material as well as personnel needs. Personally tackled IT and development projects as time and personnel pressures demanded.

Ba, Integral Liberal Arts

Studied the Great Books of Western Literature. Learned a great deal about our history, philosophy and myself in a seminar based program.

Incomplete Ms, Physics

Year Abroad, Medieval And Renaissance History

Activities and Societies: Modern Pentathalon, History Alive