Tanium

* Built and prioritized a 12+ month roadmap aligned with global support operations, driving clarity across technical and business teams.
* Reengineered case routing to a skills-based model, boosting efficiency for 200+ agents and improving time-to-resolution.
* Launched the Tanium Titans Experience Site to promote self-service and increase engagement through gamified support resources.
* Reduced aged/stale case volume by 98% by implementing proactive closure logic and auto-reminders.
* Partnered with Support Ops and IT to track KPIs, streamline Service Cloud functionality, and enhance user adoption through targeted updates.

Salesforce Program Manager - Service Cloud

Cloud Giants

* Led a team of Salesforce consultants, overseeing delivery for high-impact implementations across Sales Cloud, Experience Cloud, and Partner Communities.
* Managed hiring, onboarding, and mentorship for new consultants and interns, building capability around stakeholder management and systems thinking.
* Served as strategic advisor to clients, translating executive vision into actionable platform strategies and roadmap priorities.
* Directed Partner Relationship Community rollout, aligning user journeys, access controls, and data governance across business units.

Principal Salesforce Consultant

Red Canary

* Built and led a high-performing Salesforce Administration team, scaling operations to meet business growth
* Directed vendor relationships for staff augmentation, overseeing onboarding, performance, and offboarding
* Championed continuous process improvement to enhance user experience, enforce data governance, and strengthen integration reliability
* Acted as a strategic liaison between Sales Ops, IT, GRC, and other stakeholders to align systems and eliminate friction points
* Instituted a structured weekly release cadence, providing transparency into backlog and timelines via Asana

Senior Manager, Business Applications

Rapid7

* Directed cross-departmental Salesforce CPQ implementation and org unification post-acquisition.
  * Established change readiness protocols, led Lightning transitions, and enabled leadership with seasonal system updates.
  * Drove cross-system collaboration and process integrity through data stewardship and governance best practices.

Salesforce Solution Architect and CRM Platform Owner

Red Hat

* Spearheaded Customer Support systems optimization across Salesforce and Gainsight platforms.
* Bridged gaps between technical teams and business owners to streamline core functions.
* Promoted collaboration across global teams to align KPIs and enable better process oversight.

Principal Business Systems Analyst

CodeScience, Inc.

* Delivered multiple 250+ hour CRM implementations with integrated user training and change strategy.
* Conducted full lifecycle org migrations, minimizing risk and downtime during replatforming initiatives.

Project Manager & Business Analyst

Wired Triangle

Salesforce.com Consultant

Cloud for Good

Director of Professional Services

Senior Business Analyst

iContact

Salesforce.com Administrator & iContact for Salesforce Architect

Director of Customer Support Operations

Director of Customer Service

Customer Service Representative

Over 15 years of experience enabling operational change through scalable technology solutions, cross-functional team leadership, and enterprise-wide platform optimization. Adept at building trust with executive leadership, translating complex business processes into actionable systems strategy, and managing high-impact system rollouts that improve visibility, governance, and continuity across organizations.

I work with clients of various sizes and industries to design, develop, and deliver customized Salesforce solutions that automate and streamline their processes, improve their data quality and integrity, and enhance their user experience. I also provide coaching, training, and documentation to ensure the success and sustainability of the projects. I enjoy sharing my expertise and insights with others, and I have spoken at several Salesforce events, podcasts, and publications. My mission is to optimize for awesome, with a touch of irreverence and shenanigans.

Amber Boaz

Deloitte

1. Creating User Stories for Mulesoft Integration between multiple systems, such as Salesforce, SAP HANA, Eloqua, Focus, etc.
2. Validating all functionality to work as expected. 
3. Stakeholder Management.
4. Testing
5. Impact Analysis

Mulesoft Business Solutions Analyst (BSA)

NOBL Q

Salesforce Business Analyst

Yuthforce

1. Skilling up to sharpen Salesforce Development skills
    - Salesforce Development
    - Apex Triggers
    - SOQL
    - SOSL
    - sObjects
    - LWC
    - Trailhead Projects
 2. Website Development using HTML, CSS, and JavaScript
   - Building my blog site
   - CSS
   - HTML5
   - JavaScript
   - Salesforce Experience Cloud
   - Salesforce OmniStudio
   - Salesforce Content Development
           a. Salesforce Field Service
           b. Salesforce Development
           c. Salesforce CPQ

Salesforce Developer | Web Developer | Technical Writer

Salesforce Consultant working on Salesforce Field Service Lightning (FSL).
- Digital Transformation of a European Automotive giant using Salesforce Field Service, Sales Cloud. Service Cloud, B2B, and Marketing Cloud
- Salesforce Field Service Integration with different Salesforce Clouds, Oracle CPQ, WorldPay, MDM, Etc. using Mulesoft
- Salesforce Field Service Application Implementation,  Configuration, and Setup
- Salesforce Field Service Dispatcher Journey Configuration 
- Salesforce Field Service Mobile Application Configuration and Setup
- Field Service Technician Journey
- Field Service Dispatcher Console
- Scheduling Optimization
- Service Report Generation for Pre and Completed Job
- Configure Service Appointment Status Transition and Work Types
- Proof-of-Concept (POC) design
- Requirement gathering
- Process Mapping
- Salesforce Field Service User Training
- Led Salesforce Field Service User Guide Documentation
- Stakeholder Management and Reporting daily updates on SCRUM
- Agile framework
- Jira, Confluence, and VS Code

Salesforce Consultant

- Managed Salesforce Field Service SIT and post Go-live.
- Collaborated with cross-functional teams to effectively resolve issues at the earliest and ensure a smooth user experience.
- Delivered FSL Training to the On-site and Cross-functional Teams.
- Knowledge Transfer to On-site Team and Offshore Team post go live

MapleLMS

Spearheaded as the BA and Product Owner for MapleLMS Salesforce AppExchange product development to streamline user access from Salesforce. 
Implemented Sales and Service Cloud.
1. Done wireframing for Sales Cloud and Service Cloud functionality for the LMS AppExchange product. The objective of the wireframing was to display suggested/recommended courses to Support teams and Sales teams that can help them serve customers better. Added matching tags to courses on Salesforce so that course suggestions are offered based on the products selected for an opportunity or case.(member and employee training use case)
2. Created Roles, Products, Accounts, Cases, Pricebooks
3. Worked on Sales Cloud, Service Cloud, and Experience Cloud
4. Created a portal using Experience Cloud
     a. Created profiles for the community
      b. Created users for the community portal
      c. Enabled the users to login to the      community as an Experience member 
5. User Acceptance Testing
6. Business Process Mapping using LucidChart and Elements Cloud and Process flow
7. Created POCs to show upcoming course calendar, learner's course progress, achievements, points and certifications earned (employee training use case) in Salesforce.
8. Designed Reports and Dashboards to showcase learning data from LMS on Salesforce
9. Designed user stories to effectively map business requirements
10. Carried out product demos for internal employee training

Salesforce BA | Salesforce Consultant | Technical Content Specialist 

Clicked

Developed and presented the Swimming Club use case demo project with my cross-continent team.
- Developed a demo project to capture the Lead and Support team activities of a Swimming Club
- Salesforce Business Analysis and Salesforce Administration
- Discovery Meeting and Requirement Gathering
- Stakeholder Management
- Process Mapping and Wireframing
- Developed Reports and Dashboards
- Designed the Web-to-Lead functionality to capture Lead information such as Lead Source
- Customized Web-to-Case to capture customer complaints and the medium of contact
- Collaboration with the Team to build the solution

Student Trainee

Aplusify - Salesforce® Managed Services

Salesforce Technical Content Writing.
- Salesforce for Nonprofits
- Salesforce and Nimble AMS integration
- Salesforce Releases

Salesforce Technical Content Writer 

Avancer Corporation

Researching and developing content on Identity and Access Management
- Single Sign-on 
- MFA
- 2 Factor Authentication 
- Cybersecurity 
- Access Governance
- Identity Management 
- Access Management
- Content Strategy
Blogs, website content, whitepapers, playbooks, social media, press releases, and more!

Sr Technical Writer 

Ecrafts 

Content writing, editing, proofreading, and research across diverse technology and niches

Sr. Technical Content Writer 

Rational Business Corporations

- Report generation as an ERP end-user
- Supply Chain Management
- Stakeholder Management
- Vendor Management

Client Relationship Manager

Salesforce Business Analyst| Functional Consultant | Quality Analyst| Salesforce and Copado Certified | Trailhead Ranger | Co-founder @AmChi Salesforce | Plant Lover | Indigenous Techie | IAM Enthusiast

From MarTech to Mulesoft and Beyond: Paving My Way for Digital Transformation!!

As a Mulesoft Business Solutions Analyst, my role revolves around crafting user stories for Mulesoft Integration, validating changes implemented, and ensuring all functionality operates flawlessly. My expertise in stakeholder management has been crucial in aligning project outcomes with strategic business goals. Learning about multiple systems and how they integrate with Salesforce through Mulesoft is indeed intriguing.

Prior to that, as a Salesforce Field Service Consultant I helped customers in their digital transformation, I've traded pixels for platforms - paving my way from MarTech to Salesforce. My passion for bridging the gap between technology and business, drove me to hone my skills in Salesforce Products (Field Service, Service, Sales, and Experience), Business Analysis, and Website Development. My unique background allows me to think outside the box and deliver innovative solutions that drive digital transformation. 

Focused on enhancing the customer experience using Salesforce, I've extensively used Salesforce Field Service (formerly Field Service Lightning (FSL)) for the digital transformation of a European automotive giant. Worked in #Europe during the go-live phase owning the reporting and client collaboration activities.

With a commitment to collective growth and interest in technology's role in sustainability, I strive to create impactful, empathetic solutions within the vibrant Salesforce community. I am actively involved in volunteering activities that uplift Women in STEM careers and help people embarking on their #Journey2Salesforce through Nonprofits based out of the US and Europe.

Concurrently, at Yuthforce, my Salesforce Developer position leverages my technical prowess in Apex and Lightning Web Components (LWC), enabling me to contribute to innovative web solutions. This dual engagement reflects a dedication to excellence in the Salesforce ecosystem, with a focus on delivering outstanding results.

Being a Technology buff I got the opportunity to visit #Netherlands and #Poland on a work trip ticking off my traveling bucket list. I'm a #polyglot with a knack for learning new languages and understanding the diverse cultures of places I visit. Currently learning Dutch and German!

Ready to leverage my expertise to help your organization achieve its goals? Let's build something amazing together and weave heartwarming success stories for customers!
Give me a shout!

taplio

The Battle

Amber Boaz

Chinmayee Pradhan 🌩

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