Advance level business analyst/system administrator working with vendor(s) to implement quote to cash solution to replace several disparate archaic systems. Provide business and technical solutions on maintaining and supporting Salesforce.com CRM business processes and requirements in the form of JIRA user stories. Sole Product Owner for all Salesforce related business processes and force.com applications for enterprise Salesforce platform. Elicited business requirements and oversaw vendor implementation of force.com transportation management system and current product owner of said system for enhancements and support. Manage, maintain and support suite of Salesforce clouds – Sales Cloud, Service Cloud including Field Service, CPQ Cloud, and Revenue Cloud (CPQ Billing). Lead senior system administrator responsible for all declarative change requests and bug solutioning. Manage and maintain Salesforce.com ecosystem footprint to ensure stability and data integrity – data management/cleansing. Define and recommend solutions for all Salesforce.com related development processes including change management, Agile SDLC and integrations to legacy and middleware systems. Facilitate daily Agile Kanban/sprint scrums and other JIRA events with business leads and IT team including planning epics, story refinement, backlog grooming, sprint planning, reviews and retros.

Gathered and documented business requirements, defined test cases and insured business sign off of UAT for new enhancements to Salesforce.com Sales Cloud functionality including CPQ supporting largest corporate sales team – United States Higher Education. Solutioned an Automated Instructor Verification website enhancements that crossed 3 different platforms including 3rd party vendor system and 3 different time zones using Agile methodology from writing JIRA user stories through defect solutioning to deployment. Initiated and led enhancement of global change request on Service Cloud to integrate with JIRA that improved documentation and collaboration between business, Sales CRM team, and offshore IT technology enablement teams. Mentor to junior level business analyst within our Salesforce.com CRM product team. Drove improvements and efficiency of global onboard process from disparate legacy CRMs into a single global Salesforce.com CRM solution including the collection, analysis and migration of disparate data. Recommended and documented business process changes and system solutions as an outcome of a national improvement program which are now the basis for implementing the enhanced sales process

Certified Salesforce.com administrator team technically supporting 600+ users worldwide. Advance knowledge of Salesforce core product - Sales Cloud, Service Cloud and Portals/Communities including case management (email/web-to-case) and knowledge management. Documented business requirements including As Is and To Be process flows, risk analysis/mitigation, communication plan, data standardization/migration, UAT test scripts and execution through training and post implementation support. Built and deployed Customer Community (Salesforce Experience Cloud) for placing and tracking orders for Siemens after-market parts including ecommerce shopping cart check out. Ability to remain fluid to adapt quickly to change knowing in early stages when to drop one solution for better one. Manage complex projects from initiation/planning through production implementation – customer support email/web to case, case and asset management, and service contract management. Spear headed and led global Salesforce.com data cleansing initiative to install, configure, and roll out Informatica’s Cloud MDM de-duplication application along with standardization and validation of address data. Interview stakeholders ranging in position from executive to end user to ensure both strategic and end user requirements are met. Collaborated in all phases of the Agile development methodology for customer portal project – JIRA backlog planning, user story definitions & task breakdown, sprint planning, testing, and implementation.

Elicited, analyzed, and documented business requirements for web-based retirement wealth management applications. Managed systems issues and followed up with business staff to resolve issues. Reduced development cost by identifying and eliminating unnecessary and complex enhancement requirements. Facilitated and participated in group meetings at various organizational levels to elicit business requirements – acting as a liaison between client, operations, and development teams that were geographically dispersed. Prepared required project documents including Business Requirements document, Gap Analysis, Use Cases, Change Control Requests, and Test Matrix managed by company’s EDMS/Sharepoint sites. Created, modified, and published content for web application using in-house Content Management Interface.

Analyzed business processes and mapped workflows using Microsoft Visio for potential improvement; coordinated project initiatives for online banking and loan processing projects, among other projects. Met with stakeholders and end users to define functional and user specifications. Tracked, prioritized, and managed outstanding project requests to best meet the business area’s objectives. Using Sharepoint, developed and wrote required waterfall SDLC project documents including Business Case, Business Requirements document, and Business Process workflows. Managed small project team of developers and quality assurance personnel imparting guidance and training to meet project goals while multi-tasking as the business analyst. Managed and maintained project schedule using Microsoft Project for development tasks and milestones including development, testing, and implementation of application; identified and resolved system issues. Collaborated closely with user and IT management to reduce project cost without compromising deliverable timelines. Designed and drafted screen mock ups and flows used to develop prototype and evaluate user experience. Designed and wrote online user documentation using Robo-Help. Designed and wrote instructional curriculum to train business users. Conducted instructor-led course.

- Proprietor of successful consulting business hired to perform task analysis, develop learning objectives, and design related courses for complex software applications.- Assessed educational needs, designed, and developed the training curricula for a variety of products including an object-oriented telecommunications application, a web-based HTML voice messaging application, and various Java e-commerce applications.- Piloted, evaluated, implemented, and maintained instructor-led courseware on schedule and within budget. Evaluated courses of instruction to ensure learning objectives were being met.- Interviewed software engineers and system administrators along with product usage to obtain product knowledge.

IBM COBOL II, IMS DB/DC - homeowners and auto insurance online applications.- Chosen among 200 applicants for the Computer Programmer Trainee program offered at Fireman’s Fund Insurance Company (FFIC) – only 15 students were chosen each year.- Chosen among 300 applicants to lead and pilot a major overseas development project in England.