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CloudflareSenior Technical Program Manager - IT Consultant
Jul. 2024United States
Insight GlobalNIKE Program/Product Manager - Digital Product Creation and Merchandising
Mar. 2024 - Jun. 2024Beaverton, Oregon, United States● User Onboarding & Adoption: Led the user onboarding approval process for the MMX application, significantly enhancing operational efficiency and increasing user adoption.
● Workflow Optimization: Streamlined approval workflows, reducing process redundancies and expediting access provisioning, thus eliminating extensive wait times.
● Application Analysis: Conducted in-depth analyses of the MMX application, providing critical insights for Product Line Managers and Merchants to optimize product data entry.
● Stakeholder Relationship Management: Cultivated strategic relationships with key business stakeholders, ensuring robust support and a comprehensive understanding of diverse application use cases.
● Feedback Loop Facilitation: Initiated an 'Airing of Grievances' forum, fostering a constructive feedback loop to capture ideas for process and technology improvements.
● Divestiture Impact Assessment: Investigated the implications of application divestiture, assessing the impact of transitioning from a core operational system and proposing scalable solutions.
● API-Centric Architecture Proposal: Advocated for an API-centric architectural approach, enhancing system scalability and future-proofing the infrastructure.
● System Documentation: Documented the ecosystem of integrated systems, detailing interactions and data flow with MMX, and presented an architectural overview to leadership, highlighting SAP integration.
● Integration Mapping: Developed detailed application integration maps, enhancing cross-functional understanding and system synergy.
● Persona Repository Compilation: Collaborated with users to compile a comprehensive persona repository, ensuring a holistic understanding of use cases for strategic planning.
● Salesforce & Mulesoft Exploration: Engaged with the Salesforce team to explore capabilities and the potential role of Mulesoft in enhancing system interoperability and data exchange.
CruiseManager II, Technical Product Management
Sep. 2023 - Dec. 2023Portland, Oregon, United States● Team Leadership: Directed a team of three TPMs and two BSAs, overseeing the entire product lifecycle from ideation to production support.
● Data Integrity: Managed the Core Data Science team and successfully implemented EDMCS from Oracle, significantly enhancing data integrity.
● Process Streamlining: Collaborated with Oracle Consulting to implement Oracle Field Service, streamlining maintenance and inventory management processes.
● Agile Framework Development: Developed a robust agile framework adopted by multiple teams at Cruise, fostering enhanced productivity.
● Strategic Roadmaps: Collaborated with leaders across various departments to craft customized IT Strategic Roadmaps, incorporating ITIL best practices for streamlined operations.
● Salesforce Integration: Contributed to the expansion of Lead to Cash operations within the Salesforce Ecosystem for the Commercialization team.
● Unified Backlog: Partnered with engineering and solution architecture teams to integrate new product enhancements, technical initiatives, and operational support activities into a unified technical backlog.
● Continuous Improvement: Spearheaded continuous transformation initiatives by identifying and designing system and process improvements aligned with ITIL frameworks.
● KPI Management: Defined and monitored key performance indicators (KPIs), ensuring operational reliability and predictability.
● Communication: Effectively communicated achievable deadlines while addressing ongoing system maintenance requirements.
● Documentation: Maintained, updated, and created essential documentation, fostering a knowledge-sharing culture.
Trimble Inc.Salesforce Engineering Manager, Lead to CPQ
May. 2022 - Oct. 2023Portland, Oregon, United States● Team Building: Led the comprehensive development and support of key teams focusing on Lead, Account, Opportunity (LAO), CPQ, and Commerce within Salesforce's Revenue Cloud.
● Global Team Management: Managed teams in both the USA and Chennai, skillfully recruiting and nurturing talent to achieve optimal performance.
● Product Configuration: Orchestrated complex product configurations, contributing to successful product launches and auto-renewals.
● Cross-Functional Collaboration: Fostered integration efforts across Salesforce ecosystems and introduced innovative technologies.
● Agile Practices: Pioneered Agile practices, closely collaborating with an Agile coach, and consistently delivered transparent progress updates.
● Strategic Planning: Guided strategic planning and risk management with the PMO and stakeholders, cultivating a culture of trust, safety, and excellence.
● Release Management: Worked directly with release management to ensure proper analysis of code and maintenance of up-to-date CI/CD Pipelines.
● Training Technologies: Evaluated and implemented training technologies like Salesforce Trailhead and WalkMe to facilitate change management and user training.
DAT Freight & AnalyticsSalesforce Product/Project Platform Manager
Aug. 2021 - May. 2022Beaverton, Oregon, United States● Spearheaded comprehensive management of the Salesforce ecosystem, overseeing Sales Cloud, Service Cloud, Marketing Cloud, Salesforce Billing & CPQ, Pardot, Einstein, and Tableau.
● Partnered with leadership to evaluate Salesforce Billing and CPQ, determining it wasn’t the right solution and recommending Zuora Billing and CPQ.
● Collaborated with Enterprise and Direct Sales teams to assess processes, address pain points, and optimize Salesforce Sales Cloud and CPQ.
● Facilitated onboarding and support of Marketing Automations, including Pardot and Marketing Cloud, with departmental leaders.
● Established and led a Business Systems Analyst (BSA) team as the primary contact for Salesforce bugs, user requests, and feature enhancements.
● Played a key role in integrating Marketing Cloud, Pardot, and Lane4 into the existing Salesforce Org with the Marketing Department.
● Reviewed and optimized sandbox-to-production migration processes for efficient code promotion.
● Restructured Salesforce support and development teams to emphasize Agile methodologies for greater efficiency.
● Collaborated with release management to align CI/CD Pipelines and code analysis with best practices and global standards.
● Established a bi-weekly cadence to synchronize stakeholders on sprint deliverables and reprioritize current work.
● Worked with upper management to align stakeholder priorities with the company’s overarching vision and roadmap.
● Evaluated and managed vendor relationships, ensuring solutions met company needs and constraints.
● Mentored a team of Salesforce Business Systems Analysts, fostering growth and team efficiency.
SalesforceProgram/Project Manager
Nov. 2019 - Sep. 2021Hillsboro, Oregon● Spearheaded the discovery and development of an Artificial Intelligence Operational infrastructure, enhancing organizational efficiency.
● Collaborated with various vendors, navigating Salesforces’ legal and security review process to onboard them successfully.
● Led comprehensive evaluation efforts for each product, providing a thorough analysis of viability.
● Summarized cost and risks assessments for vendor products, ensuring informed decision-making.
● Developed a model centered around employee-centric initiatives, fostering a more positive work environment.
● Initiated a productivity-boosting initiative by proactively implementing monitoring and automation, alleviating
employee frustrations with technology.
● Improved onboarding experiences for new employees by working closely with provisioning teams, ensuring a seamless Day 1 experience with all necessary resources.
● Established a Change Management playbook, minimizing disruptions during releases and enhancing communication to affected personas.
● Maintained ongoing relationships with VMWare and their Workspace One team, evaluating products for suitability in scaling the service desk.
● Collaborated with Tanium to evaluate and implement a SaaS solution of TaaS and ITSC, contributing to enhanced service delivery.
SalesforceProduct/Project Manager - Operational Excellence
Dec. 2017 - Nov. 2019Hillsboro, Oregon, United States● Fostered collaboration among diverse teams, breaking down silos and promoting cross-functional synergy across Service Cloud, Sales Cloud, Marketing Cloud, and Mulesoft.
● Led cross-functional initiatives involving engineering, design, and testing, driving the development of innovative, user-friendly solutions.
● Successfully evaluated and implemented Mulesoft as an integration solution, enhancing operational efficiency and system interoperability.
● Collaborated with business stakeholders to assess customer impact, identify business opportunities, and stay ahead of market trends, ensuring a forward-looking product perspective.
● Developed comprehensive User Stories and Tasks, aligning with industry standards and including well-defined definitions of done and acceptance criteria for each story.
● Executed against the product roadmap by working closely with engineering and design teams, ensuring alignment with strategic objectives.
● Acted as Scrum Master, overseeing backlog prioritization, DSU runs, and scrum ceremonies, ensuring agile methodologies were consistently applied.
● Hosted think-tank sessions within IT to identify and automate top manual processes, driving operational efficiency.
● Played a key role in streamlining the onboarding process for acquisitions in collaboration with the M&A team.
● Created impactful data visualizations using Tableau, enhancing data-driven decision-making processes.
● Provided ongoing training and support to users across the organization, ensuring optimal and efficient utilization of tools and systems.
● Partnered with various departments, to build out their roadmaps incorporating ITIL best practices.
● Continued discussions with the Compliance team to explore leveraging the Salesforce platform for addressing SOX deficiencies.
SalesforceIT Cloud Product/Project Manager
Mar. 2017 - Nov. 2017Hillsboro, Oregon● Played a pivotal role in a strategic initiative to conceptualize and develop an internal product consolidating all IT service requests and incidents within the Service Cloud.
● Assumed the roles of Product Owner (PO) and Business Systems Analyst (BSA), demonstrating versatility and adaptability in leadership.
● Conducted multiple sessions for requirements gathering, resulting in the development of comprehensive L1-L4 specifications.
● Crafted compelling User Stories and Tasks, contributing to a well-defined backlog for the scrum team and ensuring effective sprint planning.
● Actively participated in solution design, prioritizing feature enhancements that directly aligned with business objectives.
● Collaborated with the Scrum Master to streamline and deduplicate requirements from diverse cross-functional teams, fostering clarity and efficiency.
● Produced user stories for assignment to developers, facilitating seamless communication and task delegation within the team.
● Developed detailed flow documents outlining the product architecture, contributing to a clear understanding of system processes.
● Formulated and executed comprehensive test plans and test cases, ensuring the validation of solution functionality and adherence to quality standards.
● Facilitated effective communication with stakeholders, providing regular project updates, sharing findings, and offering valuable recommendations.
● Identified key stakeholders and essential teams crucial for successful product development, fostering collaborative and cross-functional efforts.
● Established and managed the product roadmap, coordinating change management processes, and creating training materials for effective user adoption.
● Mentored and managed a Salesforce Business Systems Analyst, contributing to their professional growth and fostering a collaborative team environment.
SalesforceSenior Operational Excellence Analyst/Sys Admin at salesforce.com
Jun. 2016 - Mar. 2017Hillsboro, Oregon● Spearheaded the creation of the Operational Excellence team as a strategic investment in IT, focusing on self-improvement.
● Developed and generated reports and analytics showcasing key performance indicators (KPIs) for the internal help desk, providing insights into performance metrics.
● Identified and addressed gaps in response times between help desk analysts and employees submitting cases, enhancing overall service efficiency.
● Established a comprehensive dashboard encompassing KPIs for multiple teams involved in employee service, fostering global visibility for management.
● Pioneered the implementation of a live chat capability for internal employees, improving accessibility and communication with the service desk.
● Innovated and implemented Automated Case Distribution (ACD), an automated mechanism assigning cases to service desk analysts. This significantly reduced the need to sift through backlogs and minimized cherry-picking of easy cases.
● Collaborated with a cross-functional scrum team throughout the entire process, from ideation and testing to feedback gathering, change management, roll-out, and delivery.
● Recognized expertise in ACD led to an invitation to speak at Dreamforce, laying the foundation for what is now recognized as OMNI Channel.
salesforce.comCloud Applications Analyst
Apr. 2013 - Mar. 2015Hillsboro, OR● Oversee day-to-day operations for multiple large Salesforce.com implementations, demonstrating proficiency in managing users, creating and maintaining custom objects and fields, handling bulk data migration, and installing and supporting AppExchange applications.
● Efficiently manage a high-volume queue of escalation requests from the Frontline Support team, ensuring prompt issue resolution and prioritizing customer satisfaction.
● Actively participate in various projects directed by management, leveraging Salesforce expertise to contribute effectively.
● Collaborate with IT development teams to troubleshoot application and integration bugs across all Salesforce clouds, ensuring timely issue resolution.
● Contribute to the configuration and maintenance of sandbox environments, facilitating successful development and quality assurance testing of new features and functionalities.
● Maintain unwavering compliance with all written policies and Sarbanes-Oxley change management controls within the Sales Cloud, ensuring adherence to established standards and regulations.
Sequoia Mental Health ServicesCounselor
Aug. 2012 - Apr. 2013Aloha
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