Production Support Program Manager tasked with process optimization and tool development/release. Managing several data and finance related programs focused on data hygiene with large Salesforce instances.Responsibilities include:-Team creation from ground up (Job Descriptions, SOW creations, onboarding, provisioning, training, KPI baselining and measuring)-Program management of multiple simultaneous global programs-Project scheduling and timelines-Stakeholder management and communications-Change management-Tool development, project documentation, testing, training, and launches-Merger & acquisitions support (Account mapping, account creation, process building)-Knowledge Base and self-help site creation/upkeep-LLM chatbot creation for internal product user guide-Salesforce administration including data hygiene and enrichment-Ticket lifecycle analysis

Lead Technical Support Engineer with 11 direct reports on-site at one of the best known tech companies worldwide. Current team is primarily focused on providing white glove support for one multiple large instances of Salesforce.Responsibilities include:Salesforce TroubleshootingCompiling Accurate MetricsEnforcing SLO'sCross Site/Team Project PartneringTeam Management and LeadershipIdentifying and Monitoring KPI'sCustomer ServiceTeam RecruitmentProcedure DevelopmentKnowledge DocumentationProcess Development

Subject Matter Expert for various technologies including:Google Cloud Directory Sync (GCDS)gSuiteGAM (Google Apps Manager)G Suite Migration for Microsoft ExchangeMobleIronFortinetProofpointExchange

Super Administrator of gSuite and MobileIron for multiple production domains and dev environments. I handled escalations to both internal engineers, solution owners and vendors. I work closely with all tiers of support to provide an understandable KB as well as technical instructions and feature requests for engineers.

I analyzed information gathered from our medics, inputting patient demographics into our database as well as using this information to contact patients and gather missing sensitive information such as social security numbers, medical histories, and details of their transport as well as adhering to strict HIPAA laws. Provided hardware and software support as well as developed new processes for resubmission and appeals. Automated several tasks to increase efficiency.

Assisted hard of hearing and speech impaired customers make telephone calls while maintaining a professional demeanor and a clear understandable voice. Maintained perfect attendance as well as numerous recognitions for typing accuracy and outstanding performance.