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Director Of Services Resume

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Sherman Oaks, CA

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SUMMARY

Results driven leader with proficiencies in setting strategic direction, team building, process design, methodology definition, program management, service creation, service delivery, sales, metrics - driven management, and financial reporting. Specializing in the rollout of Confidential orgs, to positively impact business.

AREAS OF EXPERTISE

Salesforce skills:

Administration (8+years), Implementations, Customizations, Knowledge, Communities / Templates, Service Cloud, Sales Cloud, Marketing Cloud, Force.com, Salesforce Sites, Cornerstone for Salesforce, Salesforce Reporting, Salesforce Dashboards, Chatter, Pardot for Salesforce, TaskRay, Timba Surveys, working knowledge of: Visual Force, Apex, SOSL, SOQL

MANAGEMENT SKILLS:

Project Management, Requirements Gathering, Change Management, Vendor/Partner management, Consulting Services Leadership, Software Implementations/Integrations, Implementation Methodologies, Strategic Planning, Post-Implementation Services and Support, Release Management, Management of Cross-Functional Global Teams, Client Relationship Management, Risk Management, Services Pre- Sales, Internal Process Development, Cloud Consulting Services, Cloud Application Development, Cornerstone OnDemand, Cloud Strategy, Cloud Management, IT Call Center Management, SDLC Waterfall / Agile methodologies, Product Launches, Budget Management

TECHNICAL SKILLS

  • Cloud Integration
  • Mobile & Social Strategy
  • System configuration
  • Training Development & Delivery
  • Google Apps
  • SQL
  • Advanced MS Excel
  • MS Word
  • Google Docs
  • MAC / PC systems / configuration
  • QA Testing
  • Break / Fix Cycle
  • Data/Database validation
  • Mobile
  • SAS
  • SEO Management
  • JIRA Admin
  • Confluence Admin
  • MS Access
  • SQL
  • UNIX
  • Visual Basic (VB)
  • QuickTest Pro
  • WinRunner
  • Google Analytics
  • Windows
  • Mac OS X
  • Novel Netware
  • MS Exchange
  • IIS
  • Internet Explorer
  • FireFox
  • Chrome
  • WYSIWYG Editors
  • Final Cut Pro
  • Publisher
  • Front Page
  • Cold Fusion
  • Adobe Photoshop
  • Media Player
  • DRM
  • DIVX
  • MPEG Encoding
  • iTunes
  • Acrobat
  • PowerPoint
  • QuickTime
  • Adobe In Design
  • FTP
  • sFTP
  • BITS
  • TCP/IP Connectivity
  • AppleTalk
  • Active Directory
  • DNS & DHCP Servers
  • MSTSC
  • VPN
  • Firewalls
  • HTTPS

PROFESSIONAL EXPERIENCE

Director of Services

Confidential, Sherman Oaks, CA

Responsibilities:

  • Work with Vice President, CEO, COO to plan, organize, and develop the business / operations and assist in the overall daily administration of the Confidential Services Team.
  • General manager for day-to-day operations of customer implementations, Customer Success, administering the Confidential Confidential internal org, while simultaneously working on multiple internal projects.

Senior Manager / SFDC Admin

Confidential, Northridge CA

Responsibilities:

  • Confidential Responsible for team of implementation consultants and all Cornerstone or Salesforce implementations globally. Held multiple roles, including, Chief Solutions Architect (SA) / Subject Matter Expert (SME), Enablement / Training Manager, Salesforce Admin / Communities Admin (SFDC), Partner Support.

Director

Confidential

Responsibilities:

  • Responsible for all Support services for the Confidential Connect and AlertNow products. Implemented and managed all major support processes for both Client Care departments.

Director of Client Integration / SFDC Admin

Responsibilities:

  • Managed seven highly technical Integration Analysts and one Knowledge Manager, providing direction, support and leadership. Cultivated a customer-centric focus to all projects and succeeded in becoming the market leader in data automation and client satisfaction.

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