- Lead team responsible for IT Enterprise System's development, QA, CI/CD and Release Management, which includes MarTech, CRM, Finance systems, HCM and Integrations.- Founded and chair box's Architecture Review Board (ARB) - Own SOX compliance and process controls for IT Enterprise Systems

Responsible for the IT partnership with Sales, Support and Legal that included CRM solution delivery and coordination with IT Operations, SecOps and Splunk’s internal instance. Managed vendors, offshore resources and delivery, onshore business analysts and application architecture.Career Highlights o Managed a team of 4 onshore BAs and 30-40 offshore developer and QA resourceso Global delivery of a CPQ quoting solution on Salesforce SFAo Oversaw delivery of Splunk’s eStore on SFDC Communities platform with integration to Stripe’s payment gateway

Built CRM delivery team which included monthly releases, managing contractor led solutions and vendor implementations. Managed offshore development team including QA and release management that started with 3 team members and grew over 3 years to a flex capacity of 60.Career Highlights o Delivered Support Portal using Salesforceo Corporate wide implementation for Chatter & Box Enterpriseo Drafted use cases and requirements for Splunk’s App for Salesforce.com

Filled variety of roles based on project needs including Project management for global and enterprise implementations and Application architect to gather requirements, design and document technical designs and manage delivery of integrations, customizations, and 3rd party applications. Responsible for expert level assistance to developers and ensuring a quality solution is delivered.Career Highlights o Advised high tech enterprise Enterprise Architecture to define “Future State” CRM with Salesforce. Provided gap analysis and best practices for SFDC PRM capabilities. Conducted design reviews for PRM and Service Cloud solutions to ensure existing functionality is utilized and customizations were optimal.o Led global implementation of Service Cloud as Project manager. The implementation was regarded as one of the most complex implementations in a challenging customer environment, which included CTI Integration with Avaya, follow the sun and skill based case routing, knowledge and product engineering application integrations and escalation management process re-definition.o Led Sales Cloud implementation for major electronics company. Project included re-definition of Opportunity Management stages, improved visibility into pipeline forecasts, custom product selection, SPA and quote generation and streamlined approval process for large deals.

Assume lead architect responsibility for technical implementations including the management of junior resources, deliverables, client relationships and problem resolution. Travel extensively and provide implementation and consultation services for various clients. Oversee project implementation and customization solutions to ensure all client requirements are met.Career Highlights o Successfully integrated eGain’s enterprise solution with Siebel CRM on existing client data that generates Siebel SR requests from chat toolo Spearheaded the development and installation of “smart” self-service solution that resolved client inquiries as well as reduced inbound e-mail volume by more than 50%o Functioned as lead consultant in the deployment of “universal queuing” utilizing Cisco CIM application and CTI integration to ICM to direct e-mails, chats and phone calls depending on agents’ availability

Identified and resolved eGain Enterprise Product and software application issues, while simultaneously communicating issues with counter-parts in India. Managed and administered platinum support and “hot” accounts to advance the process of problem resolution, and lower customer temperature. Career Highlightso Authored many knowledge-base articles for eGain product functionality, fixes and work-aroundso Represented the support team on new product rollout meetings to provide them with feedback