Terry O'Donnell Email & Phone Number

Casa Riata Properties uses a short term rental model to preserve important and historic homes.Too many historic homes are flipped into something unrecognizable from thier past. It is often better to keep unique features and original craftmanship than it is to knock everything down to create a trendy new space.Casa Riata Properties purchases older properties and uses revenue from short term rentals to fund the preservation.

Springfield, Mo, Us

Primary Salesforce Administrator for a 320 user org. Managed Sale Cloud and Field Service Cloud users. - Managed and Optimized the system- Tested and applied system updates- Coordinated user onboarding and training- Conducted 1x1 training for new users- Created reports and dashboards for management and power users- Coordinated with developer team for a FinancialForce implementation- Managed Sandboxes for training and development- Performed a full security audit of the system and user permissions

Austin, Texas, Us

Restore is a franchise-based provider of wellness and alternative healthcare services. In this role, I helped kick off a Salesforce refresh for the Inside Sales and Email Marketing teams.

Austin, Texas, Us

UpEquity is a full service, tech-enabled mortgage lender that provides buyers and their agents the ability to make an All Cash offer! I managed the Salesforce High Velocity Sales-based CRM running on Financial Services Cloud.• Translated business requirements to Salesforce solution• Scoped and documented development requests• Created customized reports and dashboards• Implemented new Salesforce Features and 3rd party add-ons - Integrated VOIP Telephone and Texting - HVS - API integrations• Conducted vendor management meetings and quarterly business reviews (QBR)• Monitored and Analyzed system errors and issues• Communicated fixes and updates to the user-base• Mentored users on Salesforce Administration and Data Analytics

Austin, Tx, Us

Crown Administrators uses Salesforce to manage the operations of HealthShare organizations. Healthshare is a non-profit alternative to traditional Health Insurance where members pool resources to help pay for medical needs.Salesforce is the hub of Crown's operations. Salesforce Tools used: • Sales Cloud - Manage Partner Channel • Community Cloud (Digital Experience) - Provide Portal to members and partners • Service Cloud - 360º member support services • Pardot - User Management • Knowledge - internal FAQs and Standard Operating Procedures (SOP) management • Engage - Sales-oriented email managementUsed Salesforce Declarative tools to optimize the system for our users: • Flows - • Process Builder - • Case Routing Rules - • Macros - Helped automated repetitive tasks in Cases • Email and Web to Case Automation • Quick Actions - Optimize the Lightning Page Layouts Provided Actionable Insights to Users and Management: • Reports and Dashboards • Custom report type datasetsFacilitated User Acceptance Testing (UAT): • Created and Managed Sandboxes to facilitate testing • Create Training Sandboxes for new user training • Coordinated system updates with 4-person Developer teamMapped Business processes and Performed Security Audits • Evaluated User Profiles and Permission Sets to maintain system- and data-security • Implements Least Privilege Protocol to enhance security • Used Audit logs to monitor system updates and user system access • Evaluated Okta for User Provisioning and Multi-factor user authentication • Used LucidChart and other tools to map and document system processes • Used Notion and SmartSheets to track all tasks and deliverables

Contract position: Provides Salesforce Administration and user migration from Web-based tool to a Salesforce Project Management system • Salesforce Administration - Daily management of a 40-50 user instance • Provisioning users - Setting profiles and permissions • Reporting - Via Tableau and Tableau Data Prep • User Interface - Configuring Lightning App Pages

Redwood City, California, Us

DATA ANALYST• Utilized multiple data sets to create actionable reporting and data visualization• Prepared standard and AdHoc analysis for Quarterly Reviews• Tracked Backlog, Agent Efficiency, Customer Satisfaction (NPS), Service Level Agreements, and Product Bugs - analyzing the relationship between these metrics• Stakeholders included Senior Management (up to CEO), Product Management, and Customer Success teams.SYSTEM ADMINISTRATOR - ZendeskZendesk is a cloud-based customer support system used to track Evernote user product and technical support requests• served as the primary system administrator for the Zendesk Environment with 75+ users• Managed administrative functions such as User Provisioning, Account Maintenance, 3rd Party Integrations, Reports and Dashboards and Workflows.• Performed system audits to monitor system health and track Tool Integrations and System Security such as Spam Attacks• Managed API Integrations with Qualtrics (NPS and Surveys) and several social media and communication tools (TalkDesk and ChatLingual, SproutSocial and others)• Managed the life cycle of new tool development and AdHoc reporting requests via JiraTools used: The majority of the data comes from Zendesk (using Insights and Explore report systems) and Qualtrics. I also manage the JSON-based API links between these systems. I use Tableau to drop CSV raw data files into for quick analysis. Strong Excel background using advanced Functions to create ad-hoc reporting. Jira for task and incident management under an Agile Scrum framework.Tools Administrator for Zendesk and Qualtrics. Also smaller tools like (TalkDesk and ChatLingual, SproutSocial and others) Includes user provisioning and user authentication.

Redwood City, California, Us

I provide quality, user-focused issue resolution for our Business, Enterprise, and VIP Customers. The environment is highly technical and in constant flux yet is engaging, fun and challenging.Strong foundation:Leverage my background in Project Management and Solution Architecture User Engagement:- Act as escalation engineer for complex technical support issues in a multi-platform environment- Problem resolution via phone, Remote session, Email- Analyze application logs to identify connection issues, authentication token failures, invalid data, incomplete syncs, etc.Collaboration:- Collaborate with Headquarters and remote global support offices.- Work with the product team to prioritize bug fixes and feature requests- Use Agile Framework and scrum (Formal classroom-based training from the Agile Institute)Tools- SQL queries against a HADOOP dataset- Track API calls to isolate and identify errors. - Diagnose SSO configurations- Guide users through Salesforce integration and other API-based third-party appsTechnology platforms supported:- Evernote has a robust API to allow third-party integrations. Our client apps are written in Javascript and HTML5 (web) C++, C# and .net (windows) Objective C and Cocoa (Mac) The datastore is based on MySQL and was recently ported to Google Cloud Services.Follow through:- Keep the customer engaged and informed - Request feedback to gauge customer satisfaction- Include users in Beta testing and evaluations.Team and mentoring:- Mentor new team members- Build a team with a common goal- Understand my own limitations Defining success:A successful support interaction is one that solves the user’s issue while leaving them very satisfied with the engagement. Tools Used- SQL Queries - Jira & Confluence (Atlassian) - Zoom Unified Messaging- LogMeIn remote access - Zendesk Admin- Bime Data Analytics- Qualtrics Analytic- GoodData Insights Analytics- Salseforce.com

Round Rock, Texas, Us

Federal Account SegmentCUSTOM SOLUTIONS – Created Dell and partner managed Custom Services Solutions for Managed Client Deployments. Provided Custom IT Technology Deployment Solutions for US Federal DoD and Civilian Agencies. Contributed to larger service solutions that included, EUC, Desktop Virtualization, SAN Deployments.Sample Accomplishments and Wins:• DHS Transportation Security Administration - $13M (Services Revenue) technology deployment for the TSA. Deploying 21,000 systems to TSA location at all US airport and HQ locations over a 10 month period. Included just-in-time delivery of the systems, traveling “tiger teams”, Project management services, ARS. Technicians required special Homeland Security background check and clearance.• Veteran’s Administration - 41,000 system deployment to US VA locations. 4 year, ongoing service delivery contract. Included Deployment, Data Migration, and Asset Recovery. Technicians require US Secret Clearance.Skills• Requirements Gathering - worked with customer to understand current IT environment and business needs. Advised customer on service offerings to address their business needs. Communicated the custom solution in the form of a Statement of Work or Proposal (RFP response). • Systems Analyst - Business Analytics.• 3rd Party Vendor Management – Engaged Service Providers delivering DoD Secret, DoD Top Secret, NACI, NAC, NSA, ICE, DHS cleared and background check Technicians, Engineers, Project Managers, Data Center, support personnel to deliver managed services and Staff Augmentation services.• Cost Modelling – Created complex Cost and Pricing models to capture Labor Costs, Tools and technology costs, Risk, Margin, and other cost factors • Governance – Solution Review documentation to gain executive approvals for Statement of Work, Cost Model, Risk Mitigation Plan, Contract Review, Account Penetration Plan, Financial Review, and other documents to gain approval utilizing ITIL Best Practices.

Greenwich, Ct, Us

2002-2004 - Represented the following companies as Service Providers to Dell: - TechSolve - BlueCurrent - ISA These Small, Minority- and Woman-owned small businesses were part of Dell's DSP (Dell Service Proveder network). Each sold IT services to Dell including: • Managed Deployments • Data Center Services • Project Management • Life-cycle services • Asset ManagementNote: Each of these start-ups have since been sold and have been integrated into the parent company.2005 - Contracted with Dell Training and Certification - Later to become Dell Education Services (DES) - as a Business Development Manager supporting K-12, Higher Ed, Heathecare, and Pulic accounts.

Round Rock, Texas, Us

Custom Factory Integration - Managed the process for companies outsourcing PC deployment tasks and configurations to Dell's Manufacturing Automation Program.Duties- Analyze and define user requirements- Document the Tech Specification for the process- Schedule engineers to build out automation using Python and Perl- Coordinate pilot testing in a mock manufacturing environment to validate the scripting- Ensure the technical specifications were met.- Schedule first article build in the live ISO-9001 Manufacturing environment- Identify and remedy any issues in automation or product outcome- Provide ongoing change managementRelated Skills- Executive briefings - presenting the benefits to Factory Automation: - Consistent results - Automated burning and pressure testing - Allowing resources to be used in more strategic pursuits - ROI discussions - Pilot and first article testing

Ba, Economics

International Programs. London, England