Service Cloud | Digital Engagement Solution Architect, providing business analysis and design towards Omni-Channel enhancements, SMS Messaging Service Channel deployment (Long/Short code), and Bot-managed service routing, automation, and case deflection.

Applying Salesforce specific solution architecture, security, business analysis, and project management skills to support client implementation and integration needs. Project management and implementation specializations include Sales Cloud, Service, Cloud, Field Service Lightning, Digital Engagement, CPQ, and Pardot. Integration services include ERP (QuickBooks/NetSuite), voice (VoIP), cloud email/documents, and single sign-on.

RiveraDojo offers over 20 years of hands-on experience in all areas of IT service management and delivery. We specialize in Salesforce Partner capacity augmentation towards successful project delivery (Sales/Service Cloud, Account Engagement, Field Service Lightning, Service Cloud Digital Engagement and Voice, integrations), as well as Cloud Platforms (Microsoft, AWS, Google) for Nonprofits and small businesses.

Lead and mentored a diverse team of network and systems administrators supporting the College’s network infrastructure, domain/account directory, communications, messaging, voice/VoIP, data center and cloud-hosted infrastructureMotivated quality and consistency of team dynamic and managed services through SWOT analysis, process-driven operations, and continuous service improvement cyclesProvided budgetary support for managed service areas, including forecasting, expense, and reconciliationManaged and audit vendor relationships, related contracts, and procurement Persistently managed up, down, and across the IT organization, contributing to governance and service management maturityAssessed capacity, and contribute to operational planning and managed service road-mapsPartnered towards security as an organizational priority, investing in collaborative efforts towards related governance, program development/management, and incident management (NIST framework alignment)Managed related provisioning for new campus construction, expansion, and renovation projects, establishing design standardization and repeatable processesSupported strategic partnership efforts towards P-20 federated student data architecture (“CFEED”), and UCF/Valencia Downtown Campus (Co-Lead on Valencia/UCF Teams for Network, Voice, Communications and Collaboration)Managed extensive project portfolio of strategic and improvement programs for managed services (ISP diversity and Azure extended network architecture, PaloAlto NextGen Security, F5/Azure-supported dynamic traffic management and remote services, VoIP redesign and centralized endpoint management, Office 365 consolidation, Wireless improvement, Cisco/Extreme network distribution audit and enhancement)Provided subject matter expertise and directly supported strategic programs to implement Salesforce CRM (Azure IAM/SSO/MFA) and migrate ERP, SAS, website, and ancillary applications into AWS (Landing Zone architect and secure)

Assessed existing infrastructure, established tactical plan, cloud strategy, and managed multiple migration to software and infrastructure as a service (S/IaaS) projects utilizing Agile methodologiesDrafted policies and supplemental guidelines to promote best practices, including data governance for FERPA complianceReplaced annual survey driven feedback with ticket-level solicitation to establish real-time satisfaction ratingsVirtualized training for all deployed systems and processes utilizing video tutorialsManage fiscal budget, vendor, and service provider relationships, as well as a hybrid team of dedicated support staff, consultants, and hosted service providersIntroduced savings and transitioned focus from capital to operational expense by migrating colocation and on-premise environment to SaaS/IaaS model for production applications (Salesforce/Office365/Drupal websites/Blackbaud financial & development databases)Facilitated and managed Microsoft Office 365 implementation (Azure SSO, AD Premium, Intune) Facilitated Salesforce administration, declarative development, and related project management, such as student competitions, volunteer and alumni data consolidation, and extending related capacity to domestic and international partners via custom personas and permission setsCreated team-specific reports, dashboards, online forms, and qualitative automation (email notification and approval workflows) for business related processes within SalesforceLeveraged design thinking skills to lead experience-focused initiatives to automate and improve business processes (digital-transformation, UX, CX, EX)

Established and managed tactical plan to transition from on-premise to SaaS model (Microsoft BPOS/Office 365)Managed budget and related operations, as well as vendor and service provider relationshipsIdentified ways to leverage state-level funding status towards securing access to NYC Office of General Services procurement contracts and employee purchase programs from key vendorsAudited existing infrastructure and service provider relationships, identified savings to offset new initiativesEstablished internal quality assurance measures such as Helpdesk Service Level Agreement, Bi-annual surveys and quarterly documented follow-ups to ensure concrete accountability and related analytical dataManaged operations/helpdesk support staff along with technical liaisons at 13 national locations overseeing daily functions to ensure efficient conflict resolutionFacilitated planning and performance review process for subordinate(s) in-line with governing procedures Participated on national committees to overhaul policies for staff annual goal/action planning and performance review process, data/message retention, as well as strategic planning

Assessed existent technology including Y2K analysis, total software inventory, and Asset management within projected completion deadlineActed as technical advisor assisting in the research and proposed acquisition of all Network hardware for planned migrationAssisted in the preparation of technology grant requests, and RFP’s for acquisition of service provider quotesFacilitated migration to Microsoft Windows 2k network environment, as well as related network administration post implementationCoordinated and assisted in the migration of users to Lotus Notes R5 messaging applicationCoordinated with selected service providers regarding all phases of infrastructure re-wiring and telecommunications migration projectsLead technical advisor on migration to Blackbaud/Raiser’s Edge database, provided post implementation administration and supportEstablished and implemented departmental SOP and policies