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Work Background
Senior Technical Program Manager  - IT Consultant
CloudflareSenior Technical Program Manager - IT Consultant
Jul. 2024United States
NIKE Program/Product Manager - Digital Product Creation and Merchandising
Insight GlobalNIKE Program/Product Manager - Digital Product Creation and Merchandising
Feb. 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.
Manager II, Technical Product Management
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.
Salesforce Engineering Manager, Lead to CPQ
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.
Salesforce Product/Project Platform Manager
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.
Program/Project Manager
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.
Product/Project Manager - Operational Excellence
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.
IT Cloud Product/Project Manager
SalesforceIT Cloud Product/Project Manager
Feb. 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.
Senior Operational Excellence Analyst/Sys Admin at salesforce.com
SalesforceSenior Operational Excellence Analyst/Sys Admin at salesforce.com
Jun. 2016 - Feb. 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.
Cloud Applications Analyst
salesforce.comCloud Applications Analyst
Apr. 2013 - Feb. 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.
Counselor
Sequoia Mental Health ServicesCounselor
Aug. 2012 - Apr. 2013Aloha

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