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PHONE NUMBER AVAILABLE EMAIL AVAILABLESummaryInnovative bilingual business technologist and Salesforce Consultant with twenty+ years of experience in the IT industry and eight+ years in the CRM field.Strong technical, leadership, customer relations and administrative support skills. Self-motivated and proactive technical professional with a superior work ethic.Comprehensive background in technical consulting; highly experienced in the design, building, updating/enhancement and support for customer production systems.Proven expertise in the design and delivery of technical strategies and solutions. Skilled in collaborating with clients and customers, and quality, technical and support staff to optimize system operability.Continual learner, with an ability to rapidly achieve organizational integration, easily assimilate job requirements and aggressively employ new ideas, concepts, methods and technologies.Energetic and self-motivated team player/builder. Effectively coordinate multiple and concurrent projects and responsibilities. Bilingual: Fluent in English and Spanish, 9 years of translation/interpretation/technical writing experience.Exceptional leadership, interpersonal, analytical, troubleshooting, problem solving, training and oral/written communication skills. Thrive in both independent and collaborative work arenas.Specialties: Certified Salesforce.com CRM Administrator (ADM-201), Release Management, Systems Administration, Network Administration, Bilingual Technical Client Support (Spanish/English), SAaS, EDI Management / Support, Technical Writing, Training, Interpretation/Translation, Business Analysis and Design, Systems Thinking.Education / TrainingWilberforce University Wilberforce, OHIn Progress, B.S., Information Technology, CLIMB ProgramColumbus State Community College Columbus, OHAssociate of Arts, 2001Professional Experience1/2022 to PresentComerica Bank Auburn Hills, MISalesforce Release Manager, VP - Platform ManagerIn the role of Release Manager and Platform Manager, currently have the following responsibilities and experience:Provide engineering support and release management for the Customer engagement system built on Salesforce technologies. This role performs Platform administration activities, maintains the platform health and operations. System management activities such as problem determination, coordinating with various teams, vendors, business partners and shared teams towards resolution is expected.The role also provides technical input to management decision making in the areas of platform performance and automation efficiencies. It also involves integrating systems and operating in a DevOps environment.Hands-on experience on Copado tool with substantial successful releases experience. Experience with Service Now, JIRA, Bitbucket.Position Responsibilities:Platform administration activitiesProficient in refreshing a sandbox, keeping sandboxes in sync across environmentsAble to provision users, provide support and training where needed to help users adopt to new features in the platformMaintain and update user hierarchies, provide reports and dashboards upon requestMaintain and support feature documentation and publish to usersRelease managementPerform release management activities using our CI/CD tool, Copado.Coordinate planning, scheduling, preparation, execution and validation of all approved deployments for the Comerica Salesforce Org.Package and deploy metadata components, in charge of release branching strategies, code merging and conflict resolution strategies.Initiate, prepare and coordinate approvals (including any partner tasks and associated materials) for all changes that require approval.Ensure timely preparation, review and approvals of deployment playbook content, schedule and lead deployment sessions.Maintain the published Platform release schedule, and include all contributor team in the regular review meetings. Surface potential conflicts (technical, scheduling, etc.) promptly for resolution/mitigation.Maintain awareness of scheduled/pending actions in all environments (all Comerica and vendor systems, infrastructure, applications, data, etc.) that may affect the Platform., and respond proactively to pre-empt/mitigate impacts.Observe and fulfill all process requirements, including but not limited to CAB requirements, as applicable to Platform deployment and operations.Knowledge on release branching strategies, code merging and conflict resolution strategies with Bitbucket and Copado.Maintain sandboxes pipeline and ensure that all the environments in the pipeline is updated after a release.Ensure appropriate resources are available and communicate deployment status as necessary.Keep platform current with the native platform releases from Salesforce.comAct a leader to support, train other team members if they are facing any issues in the deployment of their releases/project streams.11/2018 to 12/2021 AVL North America - Plymouth, MICRM CoachAs CRM Coach, was the Primary person responsible for ensuring that AVL NA implementation of Salesforce CRM is, and continues to be, an effective tool for local sales, marketing and service teams. Primary point of contact for everything Salesforce,, played an important role in keeping the tool working properly and ensuring local staff was able to utilize it effectively. Also the primary liaison with the Global CRM Team to ensure functionality needed locally was well understood. Responsible for preparing local operations for new functionality developed by the Global CRM Team. Additionally, provided guidance and support for the local operation to leverage the Salesforce Platform for other, local, non-CRM related applications.Responsibilities:Administer Salesforce.com; this includes working within current processes to maintain: users, roles, security, profiles, permission sets, sharing rules, customizations, report and dashboard development, data management, and support for AppExchange applications.Create custom workflows and processes in SFDC to support local organizations/users.Support new and existing users with questions and issues (help requests).Manage, prioritize and follow-up on help requests from the users.Act as the primary contact with Salesforce.com support when needed.Coordinate the resolution of significant issues with Global CRM Team.Assist Global CRM Team in maintaining training curriculum and materials for new and existing users.Train users on the use of Salesforce.com.Manage mass imports and exports of data as needed.Facilitate requirements gathering and prioritization with business users for improvements and communicate them to the Global CRM Team.Document system configuration and administrative processes as they are developed.Leader to support the goals of our organization, and how those goals are supported by the Salesforce application.Keep organization abreast of Salesforce.com functional capabilities and roadmap to maximize our investment and commitment to the Salesforce Platform.02/2018 to 06/20138 JDM Consulting - Oakland County, MISalesforce Consultant, Technical LeadIT Contractor for Oakland Countys Economic Development department assisted with Business Analysis and evaluation, selection, implementation and training for a Salesforce Backup Solution that met clients needs, implemented Single Sign On (ADFS), Trained support personnel on administration of Service and Sales Cloud, carried out a gap analysis and a one-year Salesforce needs assessment to document current state and estimate future work needed for Salesforce platform. Assisted Business Development Director with strategic planning for future use of Sales Cloud features such as Enterprise Territory Management, and customizing features to meet their business needs.07/2017 to 02/2018 W3R Consulting Comerica Bank Auburn Hills, INSalesforce Administrator/Consultant, Technical LeadOn-site Salesforce Administrator/Consultant for client Comerica Bank. Served as Technical Lead for Implementation of Converge Project, a Sales and Service Cloud Implementation. Interfaced with Enterprise Architecture, Networking, Security, Risk, Collaboration, Data and other departments at Comerica to set up Comerica Salesforce Org from scratch as a unified platform for Sales, Service, End to End, Wealth and Retail Departments.Wore multiple hats/carried out multiple responsibilities during full implementation cycle from Discovery through successful launch of Converge platform. Assisted in the evaluation and selection of third party Salesforce-aware DevOps tools and Backup tools, and creation of DevOps and Environment strategy for Salesforce. Carried out the following daily tasks: Created and maintained fields, views, reports, dashboards, campaigns and other Salesforce objects and functions. Create custom objects when necessary. Maintained, enhanced and created workflows, functions and configurations within the Salssorce environment. Created new reporting capabilities and responded to ad hoc reporting requests as needed. Provided asset and financial data as requested Managed releases of SFDC and Converge, established DevOps model and promoted best practices for CI Handled on-going customization/ alteration of Salesforce to increase benefits and usability. Proactively sought out and identified needed system changes. Proactively gathered feedback from users. Managed system changes without interruption to users. Gathered requirements from end users. Maintained user roles, profiles and hierarchies. Monitored application storage usage and assisted in evaluation of future archival/backup solutions Imported data upon request Report and Dashboard Creation and Maintenance06/2015 to 11/2016 Angies List Indianapolis, INSalesforce Administrator Provided advisory and day to day Salesforce administrative services for Director of Application Support, Enterprise Technology/Engineering Department, including review, selection, installation and support of and training for third pardty vendors' products for Continuous Integration, QA, Data Management, DR and Integration, among others. Assisted in streamlining and establishing new business processes for supervisory teams and helped identify key areas within platform for fraud analysis and prevention. As a sidekick to the Director, guided the establishment of best practices for Sandbox synchronization and data population for QA / UAT/ Deployment Processes and Change Management, resulting in a greater than 75% reduction in human error and level of effort in deployments to Production. Created a Wave Analytics app to assist sales departments with quantifying product economic value and ROI for new and existing customers. Provided research and development information and solutions to management and development teams for resolution of problems that could not be solved via established support channels. Responsibilities included:-Managing Pre-production environments (sandboxes) and Change Management/CI tool (Flosum) to enable smooth lifecycle from beginning to end (development to final deployment in production)-Selecting, Implementing, and Managing Continuous Integration, Data Seeding, Integration, Testing and DR third party tools and processes and training administrators and users for handoff to Admin team-Carrying out day-to-day support requests as needed for Sales/Service Cloud and other Salesforce products, third party AppExchange applications, and any other systems/tools that Salesforce interacts with.12/2013 to 02/2015 Salesforce.com (ExactTarget Marketing Cloud) Indianapolis, INBilingual Global Premium Support Analyst As part of Salesforces Marketing Cloud Global (Premium) Support organization, provided hands on, Advanced-Level Technical bilingual (Spanish/English) support, functional troubleshooting, feature explanation, SFDC integration consulting and best practice guidance for Salesforce Marketing Cloud Key Clients via phone, chat and email in a highly client-focused and fast-paced, globally-operated environment with 24/7/365 support. Handled over 200 inbound/outbound Key Client transactions per month, mostly via phone and email, using Salesforce.com Service Cloud platform for case management.04/2012 to 09/2013 Appirio, Inc. Indianapolis, INCloud Management Engineer Certified Salesforce.com Administrator. Managed steady-state, production cloud environments (Salesforce.com CRMs) for large and complex Cloud Management customers. Helped configure and maintain custom CRM applications for key Cloud Management accounts. Migrated millions of records to Salesforce service cloud platform. Managed user base and handled deployments and patch releases. Worked with overseas development teams providing requirements and testing, installing and configuring custom solutions for clients. Provided stellar technical support and training for new associates and co-workers.05/2011 to 04/2012 Lifestyle Real Estate Solutions, LLC Fishers, INCEO / OwnerStarted own real estate investment business offering solutions to home owners facing foreclosure.07/2005 to 04/2011 Sterling Commerce, an IBM Company Dublin, OHBilingual EDI Client Services Analyst Provided Bilingual (Spanish/English) Support for Sterling Commerces Managed Services Client Services division. Supported Sterling Commerce proprietary EDI software products Gentran (desktop), Gentran Server (Mainframe, AS400, Windows 200 Server), and Gentran Integration Server (Hosted Software As a Service/Managed Services). Responsibilities included providing quality bilingual technical support (installation, configuration and communications setup, software & communications troubleshooting, data analysis and tracking) and EDI management (outsourcing) for Sterlings Hosted (Software as a Service) products and services to various clients in U.S. and overseas in automotive, medical, transportation & logistics, manufacturing and retail industries among others.06/2007 to 09/2010 (part-time) Asist Translation Services Columbus, OHMedical Interpreter Freelance Bilingual (Spanish/English) Medical Interpreter/Translator for local hospitals and clinics in the Columbus, Ohio metro area.11/2004 to 07/2005 Robert Half Technology Columbus, OHIT Consultant - Client Support Provided Bilingual (Spanish/English) Software Support for client Sterling Commerce. Responsibilities included providing quality customer support for Sterlings product Gentran:Director, (Software and OS/Comm troubleshooting and diagnostics, translating documents and interpreting conversations to/from English/Spanish, among others.)11/2003 to 11/2004 CallTech Columbus, OHBilingual Technical Customer Support Representative Provided Bilingual (Spanish/English) Customer Service and Technical Support for CallTech Clients Verizon Wireless and Arch Wireless. Responsibilities included technical troubleshooting ISP connectivity issues, providing quality customer service for clients customers from around the United States, and translating documents and call center conversations for Spanish speaking customers who have technical, billing or customer service-related questions.2/2002 to 10/2002 Keane, Inc. Columbus, OHIT Consultant Tier II Web Support Technician for BMW Financial Services, a prominent international client providing diverse financing packages for leasing of BMW products. Designed and delivered technical solutions. Serviced internal/external web-based applications for the client, dealers and customers in Brazil, Mexico, Argentina and the U.S. Streamlined internal web-enabled processes. Interfaced with customers via call center. Supported Windows 2003 Servers running IIS and SQL Server and users on LAN/WAN infrastructure with 1,200+ nodes, 15 servers and 600+ end-users running Windows XP and third party software. Provided individual user training on custom web-based and desktop applications.1/1998 to 10/2001 Babbage Simmel Dublin, OHIT Consultant / Web Coordinator / Assistant Systems Administrator Employed by a provider of IT training and consulting services. Maintained and managed client web sites and database. Served as webmaster, technical writer/editor and DBA for the State of Ohio DAS Office of IT Policy & Planning. Trained individual end-users on a web-based IT planning application. Assisted with network TCP/IP troubleshooting and maintenance and desktop support. Supported two education and production LANs, eight servers, 100+ workstations and VOIP terminals. Supervised one technical assistant. MCSE Administrator for company proxy, web and Intranet servers as well as Assistant Admin for Mail (Exchange Server 5/2000) Database (SQL Server 2000) and Domain servers (Windows NT/2000 Server). Designed, built, updated and maintained company Internet/Intranet architecture and content (IIS 3/4).07/1993 to 01/1998 Remedy Intelligent Staffing Worthington, OHIT Contractor Contracted to Lucent Technologies to assist their Customer Training Quality Manager. Provided MS Office Suite training, and supported two Intranet pre-/post-production servers and five workstations. Loaded complete ISO 9000 documentation online for access via the company Intranet. Edited existing documents, created presentations, and design spreadsheets for the national quality team. Logged and monitored the audit status of managers and instructors. Other contract work included various corporate clients in the Columbus, OH area. Provided desktop support, customer service, data entry and administrative services. Created, edited and translated documents to/from English and Spanish.08/1991 to 11/1992 Bahai World Centre Haifa, IsraelVolunteer Training Coordinator Traveled throughout Nigeria, Ghana, Equatorial Guinea, Benin and Togo, Africa to promote training institute teaching methodologies. Employed multilingual skills to communicate with host nationals. Helped develop and publish institute curricula, planned and facilitated institute sessions, and documented institute training processes.Technical ExpertiseSalesforce.com (Service Cloud, Sales Cloud, Marketing Cloud, Analytics Cloud, FSC) Admin (Config), Copado, Flosum (Governance/Change Management/Continuous Integration CI/CD), Bitbucket, Git, SFXOrgData, CopyStorm/Restore, Jitterbit, Apex Data Loader, Dataloader.io, DBAmp, Eclipse, Ant, IBM Cast Iron, Salesforce ERP Integration, JIRA, nCino, Spanning for Salesforce, Own backup, Windows 2012 Server, Active Directory, Windows NT Windows XP Windows 7 Proxy Server Internet Information Server (IIS) SQL Server MS Exchange Server Desktop/Web Application Support MS Office Suite MS Access MS Project Project InVision MS Excel MS Word MS PowerPoint MS Source Safe MS Project Visio FrontPage Dreamweaver Photoshop Paint Shop VOIP Telephony WebTrends Enterprise Suite Citrix WebEx Ghost (Imaging) EDI B2B Applications (Gentran:Director, Gentran:Server, GIS Gentran Integration Suite, EDI translation (X12, EDIFACT), HTML, XML, SQL, Apex, Ampscript, JIRA, Business Analysis, Requirements gathering, QA, Technical Writing and Translation. |
