Executive summary

Skilled Salesforce.com professional possessing exceptional analytical and organizational skills. Demonstrated ability to streamline operations that increase efficiency and company profit. Solid track record of consistently exceeding goals through strategic planning, business expansion and project execution.


  • Highly developed project management and organizational skills
  • Strong analytical, technical, and problem-solving ability
  • Outstanding customer/client service proficiency
  • Superb database and CRM proficiency

work Experience

Houghton Mifflin Harcourt Publishers, Boston, MA, April 2015 – Present
Senior Technical Analyst – Salesforce (Unlimited edition, Sales and Service Cloud)

  • Manage backlog of salesforce technical enhancements and defects from various business units
  • Run standing meetings with the business unit liaisons to track requests and ongoing issues
  • Document detailed requirements to capture business unit requests, or, at times, oversee the documentation of same by Business Analysts
  • Perform SFDC configuration changes, including field maintenance, workflows, sharing rules, validation rules, and approval processes, reports and dashboards, ETL, Web-to-Lead, Email-to-Case, Web-to-Case setup, assignments and queues, etc.
  • Troubleshoot and resolve production errors and failures
  • Represent business units in the daily scrum, including drafting stories and explaining them to the developers
  • Coordinate the logistics of UAT

John Hancock Financial Services, Boston, MA July 2014 - April 2015
Senior Business Analyst

Analyzed, built and implemented enhancement requests from two business units using Agile methodology, as well as troubleshot and resolved production issues for new multiphase company-wide implementation of Salesforce.

Project Analysis and Support

  • Managed the build-out/customization for new business group’s migration from Smart Office to Salesforce, complete with creating over 70 new text, lookup; formula; and pick list fields for Lead and Account/Contact objects (and mapping); creating new workflows and other automation including identifying and implementing solutions requiring Apex trigger development
    • Created Profiles, Permission Sets, Sharing Rules and Workflows to manage access to sensitive information such as Personally Identifiable Information (PII)
    • Employed field level security against fields and page layouts to limit user access to or visibility of certain fields
    • Created new record types to limit shared pick list values and notes/attachments access to current profile only
  • Troubleshot and resolved production issues, including those involving multiple integrations from legacy systems
    • Stepped in and resolved integration issues for one business unit after weeks of daily delta failures from inception
    • Became the go-to person for both businesses to resolve any integration breakdown

General Business Analysis and Support

  • Interacted with business unit members to gather and document enhancement requirements for quarterly sprints
  • Analyzed and identified solutions for declarative and/or development customization for business unit requests taking into consideration existing customization to avoid conflicts
  • Conducted preliminary testing prior to User Acceptance Testing (UAT)
  • Managed UAT with Business users and provide feedback to the Development team (when solution is development) for adjustments when necessary
  • Designed and deployed Workflows, Validation rules, Queues, Web-to-Lead, and Auto-Response Rules for automating business processes
  • Administered/troubleshot installed AppExchange packages like DocuSign, as well as research other apps to improve business processes
  • Assisted with Avaya CTI salesforce application implementation, which provides agents with click-to-dial and screen pop capabilities

Tekscan, Inc., South Boston, MA, May 2012 – July 2014
Salesforce Administrator & Project Manager

  • Managed day-to-day operations of Salesforce CRM and Marketo Marketing Automation systems for the sales and marketing teams, product managers, billing/order entry, and senior managers by:
  • Creating and customizing fields, building formulas; building and scheduling reports; designing dashboards; editing/updating VisualForce pages; creating automated workflows that include tasks,  email alerts, and field updates
  • Developing and implementing plans and procedures to increase operational efficiency
  • Perform ad hoc requests, issues, and training on a daily basis
  • Managed company's Phase III implementation of Marketo Marketing Automation system, complete with auto task creation, workflows, scoring and lead nurture programs, Sales Insight interesting moments, and web form/landing page creation
  • Built and currently oversee over 600 programs to accommodate the company's four divisions
  • Oversaw all marketing department’s creation of programs, forms, and landing pages
  • Provided weekly training and information sharing on Marketo best practices
  • Implemented combined Salesforce sharing rules, workflow and Marketo Smart Campaign to limit Marketo’s access to certain records only
  • Collaborated regularly with Web Specialist to ensure optimum lead handling and process flow of form fills for organic and CPC (pay per click) lead capture
  • Managed company’s Phase II implementation of Salesforce, which involved complex customization of Opportunities including Custom Work Order, Discounts, and Shipping record Objects. In addition:
    • Elicited multi-departmental requirements
    • Architected layouts and workflow processes
    • Performed substantial data cleansing (ongoing)
    • Communicated regularly with development consultant
    • Conducted weekly status meetings, facilitating multilevel approval processes, and developing formal training materials in preparation for rollout
  • Implemented new Record Types for managing Distributor, Manufacturer’s Rep and Standard Account types to provide appropriate layouts and data for each, including:
    • Creating rollup summary fields and formulas to provide current and previous year total sales figures, current contractual discount structure, distributor and rep annual plans, exclusive and nonexclusive territories, and contractual terms for each Distributor/Rep Account record type
  • Analytics: built over 100 complex sales and marketing management reports and associated dashboards for senior management (President, VPs), marketing and sales teams
  • Created profiles and roles based on organizational role hierarchy and implemented record-level and field-level security and sharing settings for 55 users
  • Regularly updated and maintained data integrity using DemandTools and SFDC Data Loader

Independent Consultant
Web & graphic design, salesforce.com customization, e-communication, and event production services for non-profits, 2000 – May 2012 |San Diego, CA/Boston, MA

Community Design Resource Center of Boston, 2008 – 2011|Boston
Project Director/Interim Executive Director

Boston Museum of Science, 2005 – 2007 Boston, MA
Web Content Developer/Graphic Designer – 2 year NASA Grant-funded education initiative

San Diego Commission for Arts and Culture, 2002 – 2003|San Diego, CA
Web Redesign Consultant–Commission for Arts & Culture- 9 month contract

ScanLogic Corporation/Cypress Semiconductor, 1999 –2002|Burlington, MA/San Diego CA
Marketing Manager/Product Manager

Cypress Semiconductor – Product Manager

  • Accepted relocation assignment after the acquisition of ScanLogic Corporation to maximize corporate sales of all Personal Communications Division (PCD) products through implementation of innovative marketing techniques for semiconductor manufacturer
  • Scope included managing ScanLogic USB Host Controller product line, along with company website content for the PCD division, developing all visual materials used at various trade shows and coordinating and directing online product training and educational seminars

ScanLogic – Marketing Manager

  • Selected to help magnify corporate sales through development of worldwide manufacturer’s representative channel for small startup company that created first USB host/slave controller used in embedded devices such as PDAs, MP3 players, cellular phones, flash drives, and similar devices
  • Forged profitable alliances with world-wide manufacturer’s representatives developing ongoing partnerships that increased sales substantially
  • Ensured optimum systems functionality for corporate website, designing, uploading and maintaining vital content

GTE Internetworking 1997 – 1999|Cambridge/Burlington, MA
Project Manager and Business Analyst, Web Hosting Division, 1997 - 1999

SALESFORCE.COM – Salesforce Admin 201 Certification
UNIVERSITY OF MASSACHUSETTS, Lowell, MA, BLA in English and Legal Studies (Graduated Cum Laude)


Salesforce.com, Marketo Marketing Automation, CRMFusion’s DemandTools, Salesforce Dataloader, PaymentConnect SFDC Credit Card processing app, MapAnything geo app for SFDC, Rollup Helper SFDC app, Oracle based database and custom CRM systems, HTML, CSS, Adobe Creative Suite: Photoshop, Illustrator, InDesign, Dreamweaver, Acrobat; MS: Office, Visio, Project; Quicken; Web Analytics; Social Media, Blogs, WordPress, RSS, Google Docs, Workday, HP Suite, Sharepoint, and some ability to edit php, JavaScript, Visualforce, Apex; Platforms: Windows and Mac OS/iOS