SUMMARY

• Certified Salesforce Administrator with twenty years in the CRM Customer database space.
• Superior insight into analyzing company processes and streamlining workflow while providing a customer management solution which provides a global window into company performance and financial health by way of rich reporting and metrics.
• Expert in integration and multiple database languages.

TECHNICAL SKILLS

• PHP Programmer
• MySQL Developer and Administrator
• MSSQL Developer and Administrator
• SyBase user.
• Oracle user
• PostreSQL Developer
• Microsoft Reporting Services.
• LINUX Administrator.
• Project Management
• Service Delivery Management
• Customer Service Management
• Change Management
• Integration
• Data Management
• Agile

PROFESSIONAL EXPERIENCE

Salesforce Administrator And Senior Consultant

Confidential — New York City, NY

Responsibilities:

• Contribute to the ongoing evolution of the Confidential Salesforce instance by increasing user adoption and establishing Salesforce.com as the Confidential system of record.
• Increased Salesforce.com user adoption over two hundred percent in one year.
• Successfully integrated PSA system (ChangePoint) and financial (Great Plains) databases into Salesforce.com to facilitate centralized report viewing company wide.
• Successfully mirrored the business and organization hierarchy in Salesforce.com by leveraging Role Hierarchy.
• Defined the Confidential Sales engineering process.
• Established an MDM (Master Data Management) philosophy around customer records and data management.
• Saved thirty thousand dollars in 2016 by canceling licensing of third party vendor app and replacing it with Salesforce.com native functionality.
• Provided company wide reporting dashboards on resource utilization, Gross Profit, Revenue Forecasting, Revenue Actuals.
• Contract management using Salesforce.com native approval process.
• Adopting the lightening interface
• Optimized Salesforce1 mobile app for SalesTeam and field use.
• Company wide adoption of Salesforce for outlook.
• Set up web to lead campaigns.

Salesforce Administrator And System Integration Manager

Confidential — New York City, NY

Responsibilities:

• Salesforce.com administration of user pool which included troubleshooting daily Salesforce questions and challenges from users.
• Set up users and created and managed profiles.
• Created and managed permissions sets.
• Worked with Data.com.
• Report and dashboard creation with reports focused on Sales team performance and pipeline forecasting.
• Created workflow for the Salesforce service cloud and established APs case and incident management matrix.
• Business analysis and report generation with Crystal Reports and Tableau.
• Winner of the Oliver S. Gramling Award

Project Lead

Confidential — New York, NY

Responsibilities:

• Project Lead and Subject Matter Expert for the largest service reallocation project in the history of The Confidential . Project name "FreeBird".
• Moved over three thousand newspapers and television stations from traditional satellite and lease line delivery to internet delivery.
• Expert Knowledge of APs product catalog and mapping services from land delivery to internet.
• Built an online survey and service extrapolation web form for customers using LAMP stack.
• Lead weekly meetings on the impact of the Free Bird project, status updates and scrum meetings.

Customer Support Manager

Confidential — New York, NY

Responsibilities:

• Provided client support and service onboarding to Confidential partners, affiliates and clients.
• Weekly site visits to customer like ABC News, NBC Universal and the NY Times to assist in using AP services and technology.
• Managed a team of ten client service leads whose responsibilities included consulting with AP customers to get the most out of AP content.
• On boarded and support all of AP news, media, photos and video services which are delivered to all major news organizations around the world.
• Established the first support and onboarding procedures for clients with purchasing general election services in 2004, the fist year AP took over vote tabulation from VNS (Voter News Service).
• Winner of The Confidential 2006 Chairmen's Prize.

Client Relations Manager

Confidential — New York, NY

Responsibilities:

• Provided support and service onboarding for AP domestic newspapers and their service verticals.
• Transformed antiquated customer out reach processes into a Digital proposition by building a Web Portal for customers.
• Joined Sales on client visits to demo new products and services.
• Created user guides and client documentation best practices for using AP content.
• Held weekly training sessions with support team on AP services and products and new emerging technologies.
• Developer an incident management database using Lotus Notes.

Software Support Specialist

Confidential — New York, NY

Responsibilities:

• Provided online and live support for AP clients getting APs service "The WIRE"
• Established the onboarding process of AP Clients.
• Field calls and email from clients needing set up and usage of web services.
• Ad Manager. Setup online ad campaigns using NetGravity Add management solution.
• Created customer onboarding documentation.