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Sr. Manager Resume

Boca Raton, FL

SUMMARY:

  • Analytical and technically sophisticated IT manager, professional with proven track - record proficiently enhancing and supporting IT infrastructure across enterprise.
  • In depth expertise establishing integration, qualification and testing of systems while specializing in hands-on and architectural solutions utilizing Salesforce.com.
  • Skillful leader working with aligning technology solutions with current and emerging business needs to consistently achieve maximum operational impacts with minimum resource expenditures.
  • Demonstrates outstanding interpersonal and communication talents leveraged to train users, troubleshoot system issues, and ensure total client satisfaction while forging solid relations with strategic partners.
  • Analytical and natural leader possessing advanced competencies with leading-edge programming tools complemented by proven ability to assimilate and rapidly utilize emerging technologies.

AREAS OF EXPERTISE:

  • Salesforce Administration & Development
  • Salesforce Marketing Cloud Admin/Development
  • Project Life Cycle Management
  • AGILE Methodologies
  • Web-Based Applications
  • Team Leadership
  • Legacy Systems
  • Strategic Development
  • Architectural Solutions
  • Functionality & Implementation
  • Troubleshooting & Problem Resolution
  • User
  • Client Relations
  • English and Basic Spanish

PROFESSIONAL EXPERIENCE:

Confidential, Boca Raton, FL

Sr. Manager

Technical Scope: Salesforce Sales Cloud, SAP, ECommerce Systems, Project Management, Agile Planning

Responsibilities:

  • Spearheaded CRM integration project which moved over 200 individuals across 7 distinct centers to new Global CRM standard platform. Project consisted of over 65 development stories and required team of over 10 individuals to complete within specified time-frame.
  • Capably managed team responsible for user support of Global CRM platforms. Using Agile, team responsible for business functional requirements, development of stories, testing, and documentation for over 600 Consumer Service individuals.
  • Proficiently negotiated contracts related to tools needed for CRM instance.

Senior Digital Applications Analyst

Confidential

Technical Scope: Salesforce Marketing Cloud, Salesforce Sales Cloud, Salesforce Social Studio, Salesforce Service Cloud, SQL Server, Live Agent Chat

Responsibilities:

  • Implemented Salesforce Lightning for 200+ Confidential Commercial Sales Reps.
  • Supported, advised and configured Salesforce to enable business to implement lead to opportunity conversion process.
  • Gathered requirements, designed all automation assets, QA’ed and deployed first fully developed in-house journey on Salesforce Marketing Cloud for Crock-Pot Recipe Journey.
  • Expertly implemented automations across all brands designed to strengthen Confidential email reputation by continuously updating email lists into segmented buckets based on customer engagement frequency.
  • Executed and Implemented delivery of Salesforce Social Studio platform to Customer Engagement group and Customer Call Centers, which enabled teams access to Social content from both within Social Studio.
  • Integrated Social web content to Salesforce Service Cloud, which reduced agent workload by automatically creating Salesforce Cases automatically from the Social post.
  • Analyzed data and configured/deployed solution for Live Agent to decrease missed chats from 48% to 14% thereby increasing agent efficiency as well as customer satisfaction.
  • Recommended/Implemented functionality whereby Live Agent Chats automatically produce Salesforce Cases increasing efficiency of agents.

Confidential, Boca Raton, FL

Senior Salesforce Administrator

Technical Scope: Salesforce Sales Cloud, Salesforce Marketing Cloud, Remedyforce, Pardot, Dell Boomi Integration Tool, Lightning Connect, Five9 Dialer.

Responsibilities:

  • Spearheaded project life-cycle and implementation for Salesforce Marketing Cloud upgrade and adeptly chose vendors, established and administered budget and ensured an efficient transformation from multiple marketing systems to single platform.
  • Expertly implemented solutions and swiftly resolved manual update issues between systems by designing Salesforce batch job integration and successfully developing and establishing integration process syncing active directory user data to Salesforce user data.
  • Capably devised external data connections of Salesforce instance utilizing Lightning Connect effectively allowing management to view staff job information while employing Dell Boom integration tool via OAuth methodology.
  • Skillfully drove implementation of Salesforce Lightning for Sales Cloud users by proficiently establishing page layout changes, implementing chatter, configuring Lightning settings, and enhancing dashboards while sales users on new functionality.
  • Streamlined sales processes enabling the flow of leads allowing for cross-owner referral credit, and ensuring effortless flow of campaigns to tasks and opportunities.
  • Proficiently deployed Five9 Dialer used in conjunction with Salesforce contacts by thoroughly investigating and conceptualizing application, and successfully overseeing requirements ensuring outbound telemarketers acquired in-depth comprehension of processes.
  • Drove direction of 4 member Corporate Web Team and adeptly oversaw team workload, established meeting agendas and performed as subject matter expert for corporate IT initiatives.
  • Expertly performed as developer and designer and initiated the Remedyforce Automation notification system providing management with timely alerts on SLA due dates via APEX code.

Confidential, Boca Raton, FL

Senior IT Specialist

Technical Scope: AGILE Methodologies, Salesforce, Project Management, Business Analysis

Responsibilities:

  • Proficiently established administrative functionality and ensured alignment with sales objectives by capably performing as Lead Salesforce Administrator.
  • Key Contributor of lead to order automation project and skillfully drove integration across 11 systems successfully converting sales leads and driving data to CPQ pricing system, effectively producing contracts, orders and installations for the customer, while integrating multiple manual processes which improved efficiencies.
  • Significantly enhanced processes and repaired bugs while functioning as the Salesforce.com administrator and effectively drove AGILE deployments while supporting strategic development.

Confidential, Boca Raton, FL

Team Leader / Project Manager,

Technical Scope: Visual Studio, SQL Server, .NET, Salesforce, PMI

Responsibilities:

  • Identified issues, swiftly resolved programming, system architecture and project management matters and reliably deployed innovative solutions.
  • Ensured clear and concise communications with outside contractors and consultants while capably driving project life cycles and accomplishing deliverables within stringent deadlines.

Confidential, Boca Raton, FL

Project Manager

Technical Scope: MS BizTalk, EDI, SharePoint 2007/2010, .NET, Visual Studio, PMI

Responsibilities:

  • Project Managed redesign of organization’s security products website and expertly created customized CMS and new security registration and role assignments, integrated backend ERP databases, provided multi-language support and administered over 1000 documents.
  • Generated automated license keys for customers using public websites and drove project life cycles managing license key generation from backend objects and successfully created and delivered licenses to end users.

Confidential, Boca Raton, FL

Senior Developer

Technical Scope: Classic ASP, Visual Basic, .NET, Visual Studio, Speedware, MPE, Oracle, SQL Server

Responsibilities:

  • Drove internal web application development aspects by efficiently assessing and establishing requirements, overseeing design and development, and skillfully organizing implementation.
  • Ensured smooth transitions while integrating systems and successfully integrated Tyco ERP data with customer portals by creating and executing customer centric applications.

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