Salesforce Integrations Engineer
HealthStream
Fulltime role managing process automation, quality assurance, and integrations to and from the Salesforce ecosystem.
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Architected Salesforce to ServiceNow case escalation integration
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Created and maintained customer-facing automation and email alerts
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Provides support to QA for solution deployments
Key Skills: Salesforce Flow, integrations, security, user support
June 2021 - Current
Senior MFA Specialist
City of Philadelphia
Contract role with the City of Philadelphia's Office of Innovation and Technology, supporting the rollout of multi-factor authentication for all 23,000+ employees to the city.
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Developed run-books for OIT as guides to MFA troubleshooting
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Acting as a second tier escalation point for Azure Active Directory configuration and group membership issues
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Mentoring junior colleagues on security and support best practices
Key Skills: Azure AD, authentication services, IAM, MFA/2FA, user support
December 2020 - June 2021
Data Engineer
Curii Corporation
This role was pitched as a data engineer role, but quickly became so much more. It was incredibly satisfying to solve highly complex puzzles and overcome complicated analytical hurdles by partnering with the genetics specialists.
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Developed command-line tools to filter and clean datasets in Python
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Debugged previously-developed tools and enhancing them to meet the needs of evolving work pipelines (incl. Python, Go, and C++)
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Prepared for development a new feature for Arvados to allow Machine Learning on complex genomic datasets
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Prepared, cleaned, and organized Personal Genome Project participant data in the Arvados platform (using CWL) for a future data release
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Mentored interns on internal development best practices and Agile methodologies
Key Skills: Python, Go, C++, Common Workflow Language, coming up to speed quickly on a very niche subject area
January 2019 - September 2019
Business Operations Engineer
Recorded Future
The sheer scope of this role posed a significant challenge, but one that was exciting to tackle. Leveraging both my technical skills and my ability to negotiate, we were able to execute a rationalized technology strategy to the newly formed Business Ops organization.
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Collaborated across multiple teams to plan and implement integrations between Salesforce, Paylocity, and Netsuite
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Renegotiated contract with legacy vendor & and effectively redeployed GoToMeeting and Zoom with a pilot program to enterprise ecosystems (incl. dynamic communication) with minimal impact to Sales team
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Managed enterprise applications (GSuite , Salesforce, Jira, Confluence, Slack, Netsuite , video conferencing platforms, Paylocity, Re:dash)
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Audited and reorganized enterprise platforms focused on user management/scalability, while refining rollout/security processes
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Engineered and implemented a vendor management process for identifying integrations with apps within overarching business stacks
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Developed a plan and began implementing a standardized set of permissions per role within the company (incl. system integrations, SSO)
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Developed rollout plans and the testing multi factor authentication solution using a physical token for end users
Key Skills: SQL, bash, Python system/process simplification, automation & documentation; program communication; vendor negotiation; complex problem solving
July 2018 - January 2019
Salesforce Support Tier II
Harvard Business School
The Salesforce implementation for Executive Education at HBS required significant technical knowledge and soft skills to be successful. Streamlining and documenting processes wherever possible was apriority to better enable the entire team to execute this implementation.
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Supported multiple instances of Salesforce to triage escalated incidents, create defects & troubleshoot bugs to identify short-/long-term solutions
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Established a standardized release cadence for major releases and small bug fixes, with critical patches as needed (volunteered to beta test Salesforce DX and played critical role in implementing tool)
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Managed collaboration between internal stakeholder and external consultants to develop, prioritize and drive user stories for enhancements
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Developed, tested and implemented escalation workflows while working with ITSM guidelines (utilizing ServiceNow)
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Worked closely with DBA team to design and manage custom connectors to enterprise data stores
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Initiated research of backup solutions, brought options to senior management, and subsequently vetted/piloted/adopted OwnBackup
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Performed preliminary security audits on apps from outside vendors for use in the Salesforce environment
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Worked with Release Management to verify and communicate changes prior to and after each release to ExecEd
Key Skills: Salesforce (incl. Salesforce DX), project management, executive communications, Java, negotiation, influencing without direct authority, ServiceNow
July 2017 - July 2018
Technical Help Desk Specialist
Carbon Black
Drove efficiency and effectiveness by improving foundational technology practices and prioritizing the customer experience.
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Spearheaded effort to improve Help Desk maturity by creating a system to capture standard metrics and establishing documentation/SOPs/SLAs
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Restructured inventory & supply process significantly increasing efficiency
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Initiated program to certify all Help Desk personnel to carry out repairs in house resulting in a significant annual cost savings
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Pioneered several automated or self-service systems (e.g. automation for telephony provisioning)
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Built rapport between the entire help desk team and the rest of the organization by demonstrating a commitment to service and relationships
Key Skills: automation, customer service, dedication to best practices
August 2015 - April 2017
Help Desk Technician
Groton School
Initially hired as a consultant for Office 365 deployment, but was well-liked by faculty and students and offered a full time position.
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Implemented a help desk ticketing system, handled purchasing of specialty equipment and software
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Found significant efficiencies across the school (e.g. print management system, virtual machines project, etc.)
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Managed the relocation of the IT department to two different locations on campus during the remodeling of the historic Schoolhouse building
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Advocated for and ultimately succeeded in increasing focus on technology in a very conservative and politically charged organization
Key Skills: system design, project managements
August 2013 - July 2015
Field Service Technician
Holderness School
Supported technology for students/staff
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Rebuilt antivirus server, firewall server, and imaging server
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Imaged and deployed new faculty laptops
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Installed new phonelines, wired new dormitory for high speed internet and wireless connectivity
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Worked with students and faculty with hardware and software problems
Key Skills: customer service, HW/SW support
March 2013 - June 2014
Field Service Technician
A-Bit Computer
Started as a bench tech, but became the onsite tech
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Focused mainly on hardware and software repair, but also did home/office wiring, and some web development
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Resolved customer disputes, got owner buy-in on a subscription service model which helped the company stay afloat longer than anticipated
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Installed new phonelines, wired new dormitory for high speed internet and wireless connectivity
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Worked with students and faculty with hardware and software problems
Key Skills: HW/SW repair, web development, customer service
August 2011 - April 2014