SUMMARY:

• Record of success managing essential services and technologiesInnovative, big - picture focused technology professional with vast experience working in large fast paced environments, managing key customer relationships, facilitating between business and technical teams, and ensuring optimal customer service.
• Highly skilled in Salesforce, Windows-based systems, application support, coding, and scripting.
• Strong communicator and problem solver with the ability to quickly adapt to new environments and become proficient in changing technologies.

HIGHLIGHTS OF EXPERTISE:

• Salesforce Administration
• Salesforce Development
• Helpdesk Operations
• Systems Administration
• Process Development
• Desktop Engineering
• Desktop Support
• Deployments & Integrations
• Contracted Services
• Agile Development
• Troubleshooting
• Knowledge Management
• Application Development
• Multimedia Design
• Teleconferencing
• Project Management
• Technology Procurement
• Database Querying

TECHNICAL PROFICIENCIES:

• Windows Server 2003/2008/2012
• Windows XP/Vista/7/8
• Microsoft Exchange
• Salesforce
• Microsoft Office
• Lotus Notes
• VMWare ESX1
• Pointsec
• Visual Studio
• Eclipse/Force.com IDE
• Version One
• Jira
• Git/GitHub
• Maven’s Mate
• Force.com Migration Tool
• Avaya Integrated Management
• LAN
• WAN
• WLAN
• VPN
• APEX
• JavaScript jQuery
• SOQL/SOSL
• C# / .Net
• PowerShell
• VB/VBA
• PHP
• HTML/CSS/SASS
• XML
• SQL/T-SQL
• Batch/Shell

PROFESSIONAL EXPERIENCE:

Confidential, Salem, NH

Salesforce Developer

Responsibilities:

• Using Apex Classes, JavaScript remoting, custom fields, field sets, pages, and components exposed the case object in Salesforce Communities which allowed Community users to submit and edit cases, post case comments, and view a table list of cases with pagination and sorting. A Bootstrap popover was added to each case in the list to allow users view and edit the case hovered. Classes, pages, and components were developed to be dynamic using Apex Describe, sObjects, and field sets. Pages and components were built using custom CSS, Bootstrap, jQuery, and JavaScript.
• With Salesforce using Apex, VisualForce, JavaScript, and jQuery developed a student registration portal which allowed for students add/remove classes and view their class schedule. Build data model to allow for registrar to administer student term registration criteria and restrictions.
• Built Salesforce Community notification system that update Community users when new notifications arrived through Visualforce interface.

Confidential, Providence, RI

Salesforce Developer

Responsibilities:

• Created integration with Salesforce and external system (MemberClicks) that allowed new records (Contact, Accounts, Campaign Members) to be added or updated in Salesforce when created in MemberClicks using the MemberClicks Notification API and Salesforce REST Resources.
• Using Apex Classes and triggers developed integration that would create new records in external system (MemberClicks) when new Salesforce contact records where created update using system callouts and MemberClicks REST API.
• Created Salesforce Partner Community for scheduling, customer, and installation services.

Confidential, Atlanta, GA

Salesforce Developer

Responsibilities:

• Developed custom Salesforce UI which allowed which employed drag and drop functionality to allow users to drag and drop categories icons on store layout images for product placement.
• Developed Salesforce document management system allowing documents to be assigned to Salesforce objects using pagination and search filters.
• Deployed new user profiles via Metadata API.

Confidential, Atlanta, GA

Developer

Responsibilities:

• Updated/developed PHP classes to interact with the latest Salesforce Metadata, Partner, and Tooling API (from version 27 to 35).
• Developed new JavaScript and jQuery code for Salesforce Visualforce page for customers to customize installation features (for the Confidential Salesforce app) utilizing a wizard interface.

Confidential, Duluth, MN

Salesforce Volunteer Trainer

Responsibilities:

• Trained users for nonprofit organization on the basics of the Salesforce Nonprofit Starter Pack.
• Assisted with Salesforce administration and developmental tasks: reporting, dashboards, workflows, custom fields, lead conversion, campaigning, the Salesforce API, and Apex.
• Assisted company developer to integrate current website with Salesforce using the Salesforce web services API.
• Salesforce administrative and development training

Confidential, Watertown, CT

Developer

Responsibilities:

• As developer assisted with company’s current ERP solution as well the steps to migrate to a new solution.
• Primary developer platforms included NET, SQL, XML, and PowerShell as well as introductory Python and Linux.
• Other responsibilities included setting up application and database test environments, assisting with company voice system, and application support.
• Using ASP.NET, SQL, and MVC created company portal modules interacting with company ERP solution to maintain or update records.
• Scripted SQL queries for data analysis and reporting.
• Setup Linux and PostgreSQL servers for testing and preparation for ERP migration.
• Migrated data from external sources into company application SQL databases.

Confidential, Wallingford, CT

Production Support Engineer/Salesforce Admin & Developer

Responsibilities:

• Using PowerShell, .Net, and SQL developed scripts, applications, and queries to help diagnose and resolve customer issues.
• Expanded role my taking on Salesforce administrative and development responsibilities.
• Trained customer support team for new Salesforce processes.
• Developed Salesforce triggers and workflows to automate business processes.
• Developed customized Salesforce reports and dashboards to measure average response and resolution times for customer technical support incidents.
• Created custom Salesforce Visualforce pages and Apex classes to help streamline processes and create campaigns for Customer Support, Marketing and Sales.
• Using ETL imported accounts, contacts, and users into Salesforce using the Salesforce Data Loader. Sources included Excel flies, databases, flat files, and financial report extracts.
• Assisted Sales, Marketing, and Customer Support in developing mass customer mailings in regards to product updates, service notices, bulletins, and sale opportunities.
• Setup test servers using VMWare ESXi for application and device troubleshooting.

Confidential, Shelton, CT

Technical Specialist

Responsibilities:

• Expanded IT role within organization by assuming support role for main office, satellite offices, and vendor contracts.
• Reduced IT support costs by in-sourcing support services previously provided by third-party sources.
• Developed custom IT applications using Windows Forms and Visual Studio 2010.
• Developed custom scripts using C#, VBScript, HTA, and PowerShell to fix large scale issues or to streamline tasks.
• Created agency wide form using VBScript and HTA that would automatically pull information from Active Directory and attach to Lotus Notes and Outlook signatures.
• Facilitated Direct Distribution call routing transition to Avaya one-X Agent and Avaya one-Voice. Setup, installed, and configured each user on new platform.
• Facilitated data management needs assessments with business unit managers. Created new Lotus Notes databases used to manage PTO, IT Requests, New Hires and Terminations, and Asset Tracking in response to findings.
• Migrated Lotus Notes databases to SharePoint 2010 applications: designed, coded, and published
• Served as key resource for successfully planning and executing enterprise conversion from HP printers to Xerox printers.
• Developed training programs for Lotus Notes, VPN, phone systems, Microsoft Office products, and network printers.
• Played integral role in agency wide Video Conferencing rollout. Worked with vendor to determine needs based on location. Developed training material and ensured each site was configured correctly. Engaged video conferencing support teams to troubleshoot and escalate issues.
• Streamlined new hire account creation and configuration processes that minimized initial downtime and configuration errors. Oriented new hires in systems operations.

Confidential, Stamford, CT

Technical Lead

Responsibilities:

• Managed service delivery as first onsite resource for major client XL Global Services as outsourced resource from Microsoft Corporation. Facilitated issues resolution, project planning, and change management as primary service manager.
• Represented Global DSS business unit during strategic planning, project conceptualization, and service delivery issues resolution meetings.
• Developed standard operating procedures and revamped ticket volume management practices that facilitated SLA compliance.
• Provided key insight for hardware standardization, software request processing, service routing, and imaging standards.
• Created tool to repair known issues with CD boot processes.
• Verified SA database data integrity enabling timely parts delivery as part of procurement and asset management process improvements.
• Served as onsite “go to” resource for contracted staff. Trained and mentored new technicians in build processes resulting in reduced learning curves.

Confidential, Milford, CT

System & Network Administrator / IT Manager

Responsibilities:

• Migrated organization from peer-to-peer network topology to MS Windows Server 2003 domain. Concurrently upgraded MS Windows 98 to XP.
• Introduced server-based data storage solution for clients.
• Integrated systems as part of competitor acquisition.
• Implemented corporate antivirus solution.
• Created customized searches that provided enhanced data segmentation.