Kicksaw

•Comfortably helps drive client roadmap
•Articulates clearly the scaling limits in areas while proposing and implementing solutions to
them
• Communicates the awesomeness of Kicksaw in relevant communities externally via talks
and/or blog posts.
• Leads the conversations internally about the direction of major areas of their job function and
drives team-wide consensus to the adoption of this
• Acts as a multiplier by building systems, authorizing tools, or introducing policies or patterns that raise the level of productivity of the entire org
• Strategic partner to org leadership
• Seeks external mentors to coach and help bring strategic thinking to the next level
• Seeks outside expertise to develop further and elevate communication and leadership style
• Facilitate a smooth transition for new clients from the time of sale through the
implementation process
• Report on project success criteria results, metrics, test and deployment management
activities
• Participate in establishing practices, templates, policies, tools, and partnerships to expand and
mature these capabilities for the organization
• Create user stories based on functional discovery sessions for our Solution Architects to
design solutions
• Prepare estimates and detailed project plan for all phases of the project
• Manage project scope and employ strong change-management practices
• Monitor, track, and own outcomes to resolve issues and conflicts by managing dependencies
and critical path deliverables
• Identify growth opportunities for the client over the course of a project

Salesforce Solution Architect

Campus One80

•Set up and administer NPSP production org
•Create new Users in SFDC and Train and support all end users.
•Create customized applications and automation as needed
•Use Data Loader and Import Wizard bulk uploads and de-duplications.
•Train marketing team on MailChimp
•Create operational Workflows, Flows, Validation Rules, and Processes.
•Create Custom Objects, Fields and Validation Rules as needed.
•Customized and maintain the Mobile app interface
•G-Suite Integration and MailChimp integration

Salesforce Administrator

•Train, educate, and assist technical and non-technical staff with technical issues as they arise. Help desk 
  tasks such as providing end-user desktop support and technology consulting to local and remote 
  employees.
• Maintain a secure environment for all Campus One80 accounts and Campus One80 data.
• Administer G Suite and other internal software applications, including email system administration 
  and Aplos.
• Maintain and improve the security of company accounts and assets, including all cloud-based security 
  software.
• Train interns to learn these skills and delegate tasks as available

Information Technology Administrator

Five Star Bank

•license and permission management, roles, profiles, permissions, public groups, OWD, sharing rules
•User support tickets
•Monitor and improve user adoption
•Identify unused or underutilised platform features
•Collaborate with the product owner to create a platform roadmap and define priorities, liaising with stakeholders
•Support the communication of any platform changes to end users and stakeholders
•Data management to improve Salesforce data quality, implementing rules and automation as needed
•Create and maintain technical documentation as needed
•Create and support the DevOps/release management experience while managing the sandbox environments
•Identify and gather requirements, translating into best practice, scalable solutions with a focus on exceptional user experience

Red Argyle

Collaborate with Delivery Team to provide exceptional products to our clients.
Responsible for all declarative Salesforce configuration, including Building Salesforce schema;
Installing/configuring approved custom apps; Building custom declarative automation to support & optimize the customer’s business practice. 
This includes workflow rules, email alerts, process builder, & flows; Creation of custom reporting & dashboards to support client’s business needs; Setting up security model (role hierarchy, profile settings, OWD, security loadout, etc); Oversee data import & migrations; Produce client documentation related to configuration and deployment of applications; Participate in various client meetings and provide ongoing support during user-acceptance testing and monitoring.
Build Applications on and customize Sales Cloud, Service Cloud, NPSP, Salesforce Maps, and Communinty Cloud.

Configurator

Datto, Inc.

•Provide technical assistance to Level 1/Supervisors on support issues for the Backupify product and 
  help them further their technical background to develop their careers.
•Assist with the technical understanding of the SaaS/Backupify products
•Take proactive ownership of escalated issues, providing partner-facing updates, and guiding the escalation to resolution
•Provide immediate feedback on any issues that supervisors should know about immediately (Technical 
  issues, areas of concern)
•Provide technical assistance on customer deletions and account migrations
•Provide guidance on technical experience on the floor, assessing within their own teams what technical 
  knowledge may be lacking/could be updated
•Reconcile a list of technical talking points that can be provided to a supervisor before their monthly 1 X 1 session from the supervisor to the technician (Breakthroughs/Technical Needs)
•Work with the Level 2 team to collectively work on new knowledge distribution and new projects to 
  better the support experience
•Attend weekly Level 2 meeting, participate and actively contribute to the conversations
•Assist or lead internal projects for the department when applicable
•Continue to develop a functional understanding of OOP, Ruby on Rails, Scala, Linux, and ZFS.
•Administrate G Suite and O365 account and run application tests and troubleshooting when necessary

SaaS Technical Support Engineer 2

SaaS Technical Support Engineer

•Built ongoing relationships with customers
•Answered system questions and provide workflow and implementation of best practices
•Answered incoming support inquiries via various channels (Chat, phone, email, etc.)
•Developed a strong technical and business expertise of Datto Backup and networking solutions(BCDR, 
  Datto networking, and SaaS backups)
•Developed a strong understanding of Datto customer requirements and processes
•Performed incident triage and first resolution
•Maintained ownership of incidents until resolved or escalated for further research
•Maintained ticket backlog per Datto service level agreement
•Created articles for our customer-facing knowledge base when related information is not present
•Troubleshooting and improving product technologies, including virtualization, cloud computing, ZFS file 
  systems, scripting, and Linux command line.

Technical Support Engineer

Sutherland Global Services (GTI Specialist)

•Oversaw the receiving, tracking, and managing of IT Hardware  (workstations, servers, monitors, 
  adapters, cables and other IT related assets) for CloudSource, a work-at-home call center company 
  and its supported programs. 
•Charged with assessing and determining hardware needs for CloudSource Programs and working with 
  IT staff to acquire needed assets.
•Developed and implemented procedures for tracking all IT hardware assets  using Excel, Access, and MainApp.
•Coordinated daily inbound and outbound logistics,  with Excel and UPS WorldShip, for CloudSource 
  and supported programs.
•Collaborated with procurement and facilities departments, senior management, and other internal 
  teams for acquisition, deployment, and utilization of IT assets. 
•Managed hardware inventories of three locations and over 6,000 remote users using Excel, Access, and 
  MainApp.
•Maintained records for hardware, warranties, and service agreements.
•Administered warehouse resources, shipping supplies and other consumables.
•Collaborated with Tier 2 Support to resolve tickets in ServiceNow.

IT Asset Manager

•	Provided broad   technical support including troubleshooting, installation, and training for software/hardware and delivered solutions to clients in a timely manner.
•	Recommended changes for improving customer satisfaction and application reliability.
•	Documented interactions with client and handled customer escalations  in SalesForce.
•	Managed the production floor and assisted other technicians when needed.

IT Consultant

Finger Lakes Christian Fellowship

•	Maintained and updated filing systems. 	
•	Facilitated purchases of office supplies.
•	Set up and coordinated meetings and conferences. 	
•	Managed weekly staff schedules.

Administrative Assistant

Wayne County Action Program

•Developed individual and family service plans with parents and children that included interactive activities 
  in the home, school, and community.
•Maintained daily record-keeping and lesson plans documenting behavioral change and growth in the 
  entire family.
•Compiled data and monthly reports to provide timely and accurate quarterly and annual reports.

Family Educator

Sr. Salesforce Solution Architect | 15x Salesforce Certified and Accredited | Slack Admin & Consultant | Copado Certified | 7x Superbadges

Experienced IT and Salesforce Administrator with a passion for using technology to help others and make the world a better place.  

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