SUMMARY:

• Agile Product Owner & Scrum Master
• Create and Lead Team Presentations
• Requirement Gathering Session Lead
• Offshore and Developer Lead
• Conduct code and design reviews
• Manages project deliverables and dependencies
• Lead Teams in Data Integration, Migration & Conversion
• Lead Business from Plan to Deployment Phase
• Microsoft Visio Project Management
• Design Documents and Data Modeling
• Utilize Jira, Slack, Targetprocess or Salesforce to manage scrum development flows
• User Acceptance Testing Lead (UAT)
• Builds and Manages Statement of Work & Rough Order of Magnitude
• Business Process Design & Implementation
• Declarative System Configurations such as Security Model, Profiles, Field Types, Page Layouts, Custom Objects, Field Dependencies, Workflows and Approval Processes Sharing Rules and Custom Reports and Dashboards

PROFESSIONAL EXPERIENCE:

Project Engagement Lead & Solution Architect

Confidential

Responsibilities:

• Salesforce Lightening senior Salesforce Functional Architect responsible for leading the implementation for a reimbursement tracking system for the Confidential.
• Lead Salesforce current and future state assessment readout by defining high - level platform to enable the future contact center for Confidential, the associated business and technical architectures to achieve the future state, fit gap analysis, technology heat and implementation roadmap to build the capabilities, solution design architecture and an associated high-level business case to support the long-term platform.
• Deliverables include requirements gatherings, presentations, proof of concept all the way to implementation of Go-Live of the system.
• Lead efforts for design architecture, user story write-ups, design documentation, product management, project management, training and testing.

Confidential

Responsibilities:

• Lead Salesforce current and future state assessment readout.
• Define high-level platform to enable the future contact center for Confidential & Confidential, the associated business and technical architectures to achieve the future state, fit gap analysis, technology heat and implementation roadmap to build the capabilities, solution design architecture and an associated high-level business case to support the long-term platform.
• Deliverables include financial return on investment read out.

Confidential

Cloud Solution Architect

Responsibilities:

• Lead effort to integrate with new Service Cloud platform for Live Agent Chat and Knowledge Management.
• Determined best practices for solution architecture and HIPAA security. Completed business requirements documentation, sprint planning, demos, user stories, requirements, defined personas, minimal viable products and story mapping.
• Worked with client to determine current and future process flows, create proof of concept (POC) and final build acceptance criteria.

Confidential

Senior SFDC Senior Service Cloud Consultant

Responsibilities:

• Lead effort to integrate with new Service Cloud platform to run in 6 call center regions.
• Worked with UX, Development, Product Owner, JIRA Scrum Master teams to design a new Service Cloud platform for Confidential .
• Completed sprint planning, demos, user stories, requirements, defined personas, minimal viable products and story mapping.
• Worked with client to determine current and future process flows and final build acceptance criteria.

Confidential

Team Lead SFDC Analyst & Consultant

Responsibilities:

• Serves as team lead and Service Cloud and Knowledge Management expert for Service Cloud Console “Proof of Concept” from the start to end of the project to prove Knowledge Management, Case Optimization, Live Agent, Communities and Chatter solutions for call center.
• Solution received “Best Practice” recognition by Salesforce.com.
• Continued to lead implementation of Salesforce Sales Cloud Console with Case Management and Knowledge Management throughout Confidential lines of business.

Confidential

Salesforce.com Business Analyst and Consultant

Responsibilities:

• Served as Business Coordinator and Technical Analyst on the Technical Design Team to implement long term Diamond Client project, for 4 lines of businesses, including a central call center Sales Cloud implementation.
• Integral team member in Plan, Analyze, Scope, Build, Test and Deployment phases for Service Tickets/Cases, IVR, Call-Pop, Customer Profile Management, Data Model, Process Flows, Wire Frames, CTI, Knowledge Management, Content Management, Chat, Customer and Partner Portals.
• Completed Quality Assurance on presentations and maintained responsibility for deliverables for each phase of the project including requirements, user stories, client presentations and demonstrations.
• During Build phase, lead testing for three roll-out phases including User Acceptance Testing, Integration Testing and Regression Testing. Managed User Stories, Test Cases and Scripts.
• Lead Development team in Apex and Visual Force design coding. Trained new members and lead team knowledge transfer sessions.

Confidential

Lead Business Analyst - Salesforce.com

Responsibilities:

• Business Consultant supported managing project day to day, facilitating configuration, customizations and conversion modifications in SFDC instance.
• Participated and facilitated working sessions to define solution architecture for integration and migration loads including build phase for partner portal site.
• Formed and completed Use Cases for User
• Acceptance Testing, Conference Room Pilot presentations, Design Documents and Requirement Traceability Matrix and Security Model.
• Prepared weekly status meeting data and updated project plan schedules across teams.
• Support Technical Lead with tracking data migration and integration migration mapping, test loads and Business Validations.
• Assist with implementation of approval matrices, security model and portal sites.
• Managed Salesforce.com implementation vendors as required.

Confidential

Lead Business Analyst

Responsibilities:

• Served as Business Consultant to manage requirements through analysis, design, build, testing and release to production of SFDC optimization through customization of the platform.
• Formed and completed Use Cases for User Acceptance Testing, Conference Room Pilot presentations, Design Documents and Requirement Traceability Matrix.
• Prepared weekly status meeting data and updated project plan schedules across teams.
• Support customization and configuration efforts.
• Assist leading of offshore team.
• Worked on APTTUS platform.
• User Acceptance Testing Coordinator, formed Use Cases, tracked report and testing with offshore team to fix defects and gain approval and sign off of UAT from client.
• Developed Training Guide for client. Supported Release to Production and 2 week post Go Live support period.

Confidential

Lead Business Analyst - Salesforce.com

Responsibilities:

• As Business Analyst, project deliverables and requirements were managed through full project cycle.
• Supported configuration, field mapping and migration logistics.
• Supported offshore team during complete project cycle.
• User Acceptance Testing Coordinator, form Use Cases, track report and work with offshore team to fix defects and gain approval and sign off of UAT from client.
• Formed and completed Use Cases for User Acceptance Testing, Conference Room Pilot presentations, Design Documents and Requirement Traceability Matrix. Assisted in Release to Production and Post Go-Live Support.

Confidential

SFDC Consultant - Salesforce.com Enterprise Cloud Implementation

Responsibilities:

• Served as Business Analyst testing requirements on service cloud platform before Go-Live period.
• Track ongoing support requests and administrative need of users.
• Lead Project Management and support of weekly client status meetings.
• Develop reports, dashboards, and processes to monitor data quality and integrity.
• Oversee database de-duping and cleanup procedures.

Confidential

SFDC Consultant - Salesforce.com

Responsibilities:

• Served as Nonprofit Subject Matter expert for the implementation of Salesforce.com as a new platform for a multi-national nonprofit.
• Drove development of the detailed processes and functional requirements.
• Provided Donation Management, Lobbying and Campaign Management expertise.
• Facilitated creation of Conference Room Pilot presentation.
• Provided input and design for Adoption Plan, Communication Plan, and Training Materials.