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Service Cloud - Technical Architect Resume

San Francisco, CA

SUMMARY:

  • Extensive hands on multi - channel contact center related experience for clients of different industries
  • 10+ years of leading technical & client teams through an entire SDLC engagement via Waterfall and Agile processes
  • 10+ years of architecting & designing CRM related, Microsoft .Net & systems integration solutions
  • 10+ years of hands on Microsoft .Net experience leveraging VB.Net & C# technologies, including designing, developing, debugging and deploying business applications and monitoring solutions
  • Extensive knowledge and expertise in integrating diverse platforms and systems, including Premise and Cloud / SaaS based environments
  • Excellent oral & presentation skills within all levels of an organization

TECHNICAL SKILLS:

Development Languages: C#, VB.Net, Visual Basic 6, HTML, JavaScript

Databases: MS Access, SQL Server / 2008

O/S Platforms: Microsoft XP, Microsoft Vista, Microsoft Windows 7, Microsoft 2003/2008 Server and Apple OSX

Software: Confidential CTIOS 5/6/7/8/9/10, Confidential Finesse 10.x, Microsoft Office, Microsoft Visual Studio 2010/2012, Eclipse, Fiddler, Soap UI, 3270/5250 Mainframe Emulators

Application Servers: Microsoft IIS 6.0, 7.x and IBM WebSphere

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Service Cloud - Technical Architect

Responsibilities:

  • Business process reviews, Agile user story creation and review, pointing and estimating Managing users, profiles, roles and queues within Salesforce Deliver Service Cloud Consoles, Workflows with Outbound Messaging and Lightning Process Builder flows, Page Layouts, Record Types, Field Level Security, Role Hierarchy, Account & Opportunity Teams Salesforce Open Confidential Toolkit Debugging Salesforce through Dev Console debug utility

Confidential, Englewood, CO

Director of Confidential Desktop & Custom Development / Senior Architect

Responsibilities:

  • Responsible for overseeing the technical designs and deliverables of 7 Senior Developers & Architects for multiple clients Technical Application Architect and SME for Pre Sales / Sales / SDLC engagements
  • Review and analyze business and technical requirements Interface and provide lead technical guidance to 3rd party technical solution vendors Server to Server & Client integrations solutions experience (WCF, Web Service, XML RPC and Remote Objects)
  • Design/Develop multi-threaded Microsoft .Net / C# applications (Software Automation, Firewall Log Analyzer, ASP.Net / AJAX / Multithreaded Load Testing, Web Services, Web Forms, Win Forms, IIS and SQL Server)

Confidential, New York, NY

Manager

Responsibilities:

  • Technical team lead Review / document business requirements Convert business requirements into technical designs Assist in pre-sales as a technical SME

Confidential, Lake Forest, IL

Senior Principal / Technical Architect & Lead Developer

Responsibilities:

  • Senior Microsoft .Net Development Manager Oversee technical designs and deliverables in a SDLC engagement Architected and designed complex CRM, VXML/CCXML IVR / Confidential solutions using Confidential CTIOS and Microsoft related technologies Subject Matter Expert in integrating diverse systems leveraging Microsoft based technologies
  • Cross industry experience (Finance, Insurance, Health Care, Utilities, Transportation & Retail) Contact Center / Systems Integration expert leveraging Confidential and Microsoft based technologies

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