SUMMARY

• Salesforce Certified Administrator and Salesforce Certified Service Cloud Consultant with over 18 years of combined IT experience, including twelve as Healthcare IT Specialist
• Highly knowledgeable and skilled in multi - platform IT Systems Administration, Cloud Computing, and statistical analytical applications.
• In-depth knowledge of Clinical Systems and Programs and in supporting high volume, multi- stakeholder 24x7 production environments.
• Cross-functional expertise in CRM Administration and Project Management including Salesforce system solution and design, data analysis, technical documentation, user testing, debugging, deployment and validation
• Core competencies include configuration, customization and maintenance of Salesforce CRM business processes, Database Security and Management, Product Support, Business Development, Project Management Support, Release Management, Software Development Life Cycle, Workflow implementation, User Acceptance Testing, SWOT Analysis, Requirements Gathering, Waterfall/Agile/Scrum Methodologies and Rational Unified Process (RUP).
• Skilled in creating and customizing Objects, Fields, Record Types, Page Layouts, Roles, Profiles, Users, Actions, Reports and Dashboards.
• Highly experienced in configuration and customization of business process automations like Formula Fields, Validation Rules, Workflow, Process Builder and Flows.
• Experienced in use of programmatic development tools like Apex Classes, Triggers and Visual Force.
• Skilled in REST/SOAP and API integrations and in managing AppExchange and external system integrations.
• Experienced in Change and Release Management processes including testing and evaluation.
• Implemented various advanced fields like Pick Lists, Custom Formula Fields, Field Dependencies, Sharing Rules, Approval Processes for automated alerts and field updates.
• Experienced in data migration using Sandbox and production environments, including mapping and cutover.
• Optimized transition from Classic UI to Salesforce Lightning Experience UI and enhancing interactive user experience plus Lightning Process Builder.
• Strong reporting and analytical skills, excellent communication, presentation, and organizational skills including ability to multitask, prioritize, and manage complex issues and troubleshooting.
• Ability to work independently or as a team member. Highly adaptable to diverse work environments.

TECHNICAL SKILLS

Operating Systems: Windows, MacOS, Linux, Unix, ChromeOS

Project Methodologies: Agile/SCRUM Waterfall RAD MS Project Jira

Databases: Oracle, MS SQL, MySQL, PostgreSQL SQL Queries

Business Modelling Tools: MS Visio, Draw.io, LucidChart Packages

Advanced Excel Skills: Data Analytics

Data Visualization: Reports & Forecasting

Technical Documentation: HTML/CSS/JavaScript

Languages: Java, JSON, Perl, Python, C & Scripting (bash, csh, korn)

PROFESSIONAL EXPERIENCE

Confidential, NJ

Salesforce Consultant

Responsibilities:

• Configured, designed and implemented healthcare-centric Service Cloud Console, Service Entitlements and Milestones, SLAs, Live Agent functionality, Omni Channels, Computer Telephony Integration, Asset Tracking, Knowledge Center, Contact Center Analytics, KPIs, Web-to-Case and Chat Agents.
• Performed Needs Analysis, Requirements Elicitation, System Design/Solution and Stakeholder Analysis for in-house Managed Services Packages and Asset Management.
• Configured processes for issue triaging and resolution and FAQs for Knowledge with Best Practices/Recommendations
• Identified complex issues and custom support requests and worked with the Salesforce Enablement Team to prioritize case assignment and track issues through resolution
• Documented all aspects of product and delivery management lifecycle using SCRUM methodology
• Liaised with business and technical development teams to ensure consistent deliverable standards.
• Monitored data integration, deployment and debugging processes, leading to UAT and final sign-off.
• Designed a support process to ensure user adoption and continued validation.
• Created custom reports and dashboards to enable executive management in decision making and analysis.

Confidential, New York, NY

Systems Administrator

Responsibilities:

• HP-UX and Tru-64 Unix Administration support for the Clinical Research Database (CRDB) Servers.
• RedHat and Ubuntu Linux Server Administration.
• Windows 2012 and 2016 Servers management
• Configured and administered Linux servers in Azure/AWS Cloud Systems
• Network Storage Servers (NAS) administration
• Managed caBIG project for the department managing caTissue, CAERS and PSC suite of applications.
• Oracle WebLogic administration and configuration.
• Installing and configuring R, R-studio, SAS, Matlab, Stata and SPSS on servers and workstations.
• Senior member of the Computing Resource Group of the department and manager of LAN admin. Provided technical assistance and support to faculty and staff.
• Manager of Lan Admins who supported 200+ workstations and four conference rooms
• Data Center management of Windows, Linux, NAS servers and network equipment
• Procurement, Logistics and Vendor Management
• Solutioning IT deliverables in a competitive multi stakeholder environment.

Confidential, Long Island, NY

Unix and Storage Administrator

Responsibilities:

• Team lead for offshore HP-UX & Windows administration support.
• Supported HP-UX servers consisting of clusters and 2 Superdomes.
• Utilized proactive monitoring via uptime, netstat, measureware, glance and top commands.
• Installed and implemented sudo across all HP-UX servers of the company.
• Dataprotector - backup monitoring, troubleshooting, report generation etc.
• Nagios - Monitoring tool on Linux Server. Administration, Configuration and Maintenance.

Confidential, Monroe, Louisiana

HP-UX Administrator

Responsibilities:

• Managed 40 production servers.
• Installed, configured, upgraded and supported HP-UX cluster and Linux servers.
• Proactively monitored and patched the servers to ensure security.