CTO / Senior Salesforce Architect

• Drafted Foundational Security and Compliance policies for the company.
• Resource and financial planning for the organization’s development and implementation teams.
• Implementation quoting and rough costing for sales calls and RFPs
• Designed and Built Public Sector demos for:
  • Courts Case Management
  • Scholarships-focused Non-Profits
  • Foster Care & Kinship Services
  • Homeless Shelter Management

Senior Solution Consultant / Director of Operations

Company Sales Engineer

• Designed and built custom demos for Benefits Management, Child Protective Services, and Adult Protective Services use-cases
• Designed and built AI/Agentforce demonstrations, including:
  • Agentforce
    • Summarizing and recommending knowledgebase articles, and providing nearby resources for public services
    • Looking up shipment details and providing an overview of delivery timelines/detecting overdue shipments and automatically escalating issues to human agents
    • Self-service tools for customers to respond to cases and update personal profiles
    • Draft tailored email templates for customers based on purchase histories and profile details
  • Generative AI
    • Summarization and record(s) data entry from transcripts.
    • Generation of follow-up tasks and records from call transcripts
    • Automated document processing for form fill
    • Automatic or user-triggered translation for public comments/feedback
  • Predictive Model Solutions
    • Automated case escalation based on location and weather data
    • Automated case classification based on prior case dataset

Technical Expert for a government implementation of 400 users

• Managed workflow for 4 off-shore resources brought in mid-project
• Served as technical expert on flows and service cloud components
• Lead usability projects on the platform to re-evaluate and automate tedious processes on the platform to improve usability for the customer
• Designed and built financial/budgeting processes for benefits management component of the implementation
• Perform code reviews with on-shore and off-shore development teams

Managed architecture for a new non-profit implementation for 50 userS

• Managed resources for 3 concurrent new implementation projects
• Managed architecture for new non-profit implementation
  Served as the technical expert for all implementations
• Quoted multiple implementations from both customer meetings and RFPs

Built up the organization’s operations backbone

• Established documentation source, project management platform, agile development process, and deployment pipeline for all projects, including new implementations and success plans
• Established reporting for company operations, including sprint reports and project pipeline reports

Salesforce Technical Architect

In the first 6 months at Path, I successfully transitioned us from being fully-supported by contractors, to an internal team of 4. In the process, I moved the team toward a 2-week sprint model, including in-person standups, retros, and implementing tools for project management and documentation.  Additional responsibilities included Managing workstream and quality for external contractors, advising PMs and External engineering team on best practices, and mentoring and solution design for admins and developers. This was done while managing a Salesforce org of 400 users.
Notable projects include:

• Implemented Jira for all project intake, and managing the development process
• Implemented Confluence for housing documentation and sprint retrospectives
• Implementation of Service Desk for bug reporting and issue tracking
• Implementation of PagerDuty (Incident Response) and incident response plan
• Designed and managed the implementation of integrations between Salesforce and Fountain (Bulk Hiring), CloudWatch (Alerting), Iterable (Marketing Automation), Zendesk (Support Portal), Omni-Channel Routing for Case and SMS Routing, and Verifiable (Credentialing Automation)

Sr. Salesforce Administrator

In the first couple months of my time at Vroom, I was responsible for triaging issues in Sales Cloud and recommending solutions or triaging to responsible teams. After 2 months, I was transitioned to the Support team working out of Sales Cloud, as the lead contributor and Technical Lead, supporting roughly 2000 support agents. After 3 more months, I was promoted to a Senior title. Our main focus was building out new support processes and agent enablement work.
Some notable projects:

• Implementation of Omni-Channel for Case Routing
• Design and build of a wizard to guide agents through issue creation, ensure down-stream users have enough information to work from, and reduce duplicate case creation.
  • This reduced total case volume by >75%, and total duplicate cases proportionally.
• Designed and advised on the implementation of Live Agent Chat and Einstein Chatbots

Senior Business Integration Analyst

Through almost seven years working for Arden, I’ve been the primary resource for solving a variety of business problems ranging from purely technical, to those pertaining to design and merchandising. I’ve been promoted three times while working there, eventually being the sole admin for several infrastructures such as Salesforce and PLM. My latest project involved creating a semi-automated resource management system inside Salesforce, that helped allocate designers’ time into appropriate tasks, instantly create tasks and schedule design meetings, and give a birds-eye view into the whole department. I’ve also proudly managed the co-op program, where I oversaw several students at the time and helped them prepare their bachelor’s thesis.

• Wrote custom scripts for teams, written in SQL, R, Powershell
• Managed Salesforce, C8 PLM, ReviewStudio.
• Setup Graylog for security alerts, storing application and server logs.
• Primarily responsible for implementing new platforms, developing team processes, providing live training and creating/maintaining documentation in text and video.
• Worked with engineering teams to update material testing processes and implement changes and calculations in PLM.
• Set up and implemented Windows Server Update Services for local domain and remote sites