William Piasecki Email & Phone Number

Upton, Ma, Us

Upton, Ma, Us

Boston, Ma, Us

•Meet with internal stakeholders and project team members to collaborate on and document requirements for enterprise level business system projects across the Service Cloud environment•Serve as the technical expert and business champion across operations teams, developers, and software vendors•Collaborate with the Scrum team and the business analyst counterparts to coordinate processes improvements and increase efficiency of internal workflows/applications•Gather functional and non-functional requirements, documenting user stories, establishing acceptance criteria, and maintaining technical documentation for assigned projects

Boston, Massachusetts, Us

•Built and maintained relationships with business stakeholders, analyzing and understanding business requirements, cross functional needs, and system capabilities •Planned sprints for post-hypercare stabilization to enable business value by driving small to medium size enhancements, larger projects, and critical production support fixes •Drove solutions through multiple techniques which included : leading defect triage meetings to drive toward solutions, leading workshops, writing use cases, creating context diagrams, and performing stakeholder analysis. •Performed as IT Liaison between business stakeholders (SFDC Sales / Service Clouds ) and developers

Abingdon, Oxfordshire, Gb

•Served as primary liaison between the internal business stakeholders and the IT Technical development team, ensuring that business processes and requirements deliver appropriate solutions.•Built strong relationships with internal business units and develop/maintain an understanding of the business process areas under our responsibility.•Led requirements gathering activities, including translating business needs into detailed business requirements documents, use cases, and systems interaction diagrams.. •Analyzed business requirements and, work with technical architects and development teams, verify that developed solutions are achievable.

Boston, Massachusetts, Us

•Defined and documented business objectives & requirements and identify areas of opportunity. •Effectively solved business problems with extreme focus on scalability.•Proactively identified issues and improvements to our internal systems and applications.•Provided configuration support for our SFDC environment. •Created and maintained documentation of systems and process changes as well as assist in internal training sessions.

New York, Us

• Provided configuration support for production systems (Salesforce, Workday)• Partnered with business analysts and developers to document functional business requirements and technical specification documentation• Performed as IT Liaison between business stakeholders, business analyst and developers• Assisted in technical support of production issues• Strong analytic curiosity and innovative problem-solving skills to solution complex business problems• Assisted in training business users and support staff with self-service issue resolution

Waltham, Ma, Us

Administration:• Daily administration and support of Salesforce application including but not limited to managing multiple user setup, profiles and role, customization of objects, workflows, fields, page layouts and validations• Develop and create customized reports and dashboards• Document end user processes and develop test plans to verify successful implementation• Logging, troubleshooting and tracking identified system problems through resolution• Creating and maintaining documentation on processes, policies, application configuration and help related materials for users• Using Salesforce data import tool to import/export and mass update / insert / upsert records• Troubleshoot issues and partner with our third party application Support for both customer facing surveys (Qualtrics) and customer facing forms (Form Assembly) toward resolution of issuesBusiness Analysis:• Work with internal stakeholders to analyze and write requirements for projects and enhancements to the Service Cloud• Lead small and large scale projects from requirement gathering and analysis through implementation• Document end user processes and develop test plans to verify successful implementation• Provide technical problem-solving and reporting support to internal users in Customer Operations

Waltham, Ma, Us

• Created system and process efficiency in order to increase productivity and decrease operational cost• Reviewed and evaluated customer interactions for technical accuracy and customer service delivery based on established guidelines• Identified gaps in knowledge and worked with management and/or training to re-mediate• Used resulting data to identify and analyze trends and opportunities to improve the customer experience and satisfaction levels• Responsible for extensive root cause analysis in support of projects/process improvements • Identified changing patterns in the incoming contact volumes• Partnered with senior management to design and develop processes, productivity, quality, and customer-service standards to drive business improvement • Created and owned results for successful implementation of project and process improvement plans • Managed audit processes to quantify project success• Partnered with Training, Customer Support Team Leaders and Customer Operations Management to identify specific areas of focus for observation