Tanium

* Built and prioritized a 12+ month roadmap aligned with global support operations, driving clarity across technical and business teams.
* Reengineered case routing to a skills-based model, boosting efficiency for 200+ agents and improving time-to-resolution.
* Launched the Tanium Titans Experience Site to promote self-service and increase engagement through gamified support resources.
* Reduced aged/stale case volume by 98% by implementing proactive closure logic and auto-reminders.
* Partnered with Support Ops and IT to track KPIs, streamline Service Cloud functionality, and enhance user adoption through targeted updates.

Salesforce Program Manager - Service Cloud

Cloud Giants

* Led a team of Salesforce consultants, overseeing delivery for high-impact implementations across Sales Cloud, Experience Cloud, and Partner Communities.
* Managed hiring, onboarding, and mentorship for new consultants and interns, building capability around stakeholder management and systems thinking.
* Served as strategic advisor to clients, translating executive vision into actionable platform strategies and roadmap priorities.
* Directed Partner Relationship Community rollout, aligning user journeys, access controls, and data governance across business units.

Principal Salesforce Consultant

Red Canary

* Built and led a high-performing Salesforce Administration team, scaling operations to meet business growth
* Directed vendor relationships for staff augmentation, overseeing onboarding, performance, and offboarding
* Championed continuous process improvement to enhance user experience, enforce data governance, and strengthen integration reliability
* Acted as a strategic liaison between Sales Ops, IT, GRC, and other stakeholders to align systems and eliminate friction points
* Instituted a structured weekly release cadence, providing transparency into backlog and timelines via Asana

Senior Manager, Business Applications

Rapid7

* Directed cross-departmental Salesforce CPQ implementation and org unification post-acquisition.
  * Established change readiness protocols, led Lightning transitions, and enabled leadership with seasonal system updates.
  * Drove cross-system collaboration and process integrity through data stewardship and governance best practices.

Salesforce Solution Architect and CRM Platform Owner

Red Hat

* Spearheaded Customer Support systems optimization across Salesforce and Gainsight platforms.
* Bridged gaps between technical teams and business owners to streamline core functions.
* Promoted collaboration across global teams to align KPIs and enable better process oversight.

Principal Business Systems Analyst

CodeScience, Inc.

* Delivered multiple 250+ hour CRM implementations with integrated user training and change strategy.
* Conducted full lifecycle org migrations, minimizing risk and downtime during replatforming initiatives.

Project Manager & Business Analyst

Wired Triangle

Salesforce.com Consultant

Cloud for Good

Director of Professional Services

Senior Business Analyst

iContact

Salesforce.com Administrator & iContact for Salesforce Architect

Director of Customer Support Operations

Director of Customer Service

Customer Service Representative

Over 15 years of experience enabling operational change through scalable technology solutions, cross-functional team leadership, and enterprise-wide platform optimization. Adept at building trust with executive leadership, translating complex business processes into actionable systems strategy, and managing high-impact system rollouts that improve visibility, governance, and continuity across organizations.

I work with clients of various sizes and industries to design, develop, and deliver customized Salesforce solutions that automate and streamline their processes, improve their data quality and integrity, and enhance their user experience. I also provide coaching, training, and documentation to ensure the success and sustainability of the projects. I enjoy sharing my expertise and insights with others, and I have spoken at several Salesforce events, podcasts, and publications. My mission is to optimize for awesome, with a touch of irreverence and shenanigans.

Amber Boaz

Dynatrace

Manager Business Systems, Marketing/Sales

Manager, Business Analysis

• Serving as an Agile Product Owner working on the Applications team out of the IT department to build meaningful relationships with internal stakeholders and the development team in order to update and improve our processes and workflows
• Skillful communicator working with various individuals from our Go To Market org on a Global scale to accomplish company wide goals in a prompt and calculated manner
• Extensive understanding of Agile, with daily participation in ceremonies as well as expertise in Jira project tracking software programs 
• Proficiency with internal applications including NetSuite and Salesforce

Business Analyst

•	Excellent communicator able to build robust relationships across various internal divisions including Sales, Marketing, IT, Management, Product, and Finance.
•	Skillful data manipulation in order to provide meaningful business insight with both Excel based reports as well as custom dashboarding in cloud based applications.
•	Plays a key role in CRM changeover project from NetSuite to Salesforce that initiated in July of 2017. Involved in daily agile rituals with Development and QA tasks.
•	Tasked with annual as well as quarter end reporting for Board Level and Executive teams on Marketing, Sales and Bookings data.

Business Intelligence Analyst

Mimecast

•	Assisted in External and Internal reporting throughout the IPO process. Including work on Excel documents and PowerPoint presentations for Board Level and Executive teams. 
•	Sales focused, pairing with the head of Sales Operations to develop quotas, and commission plans across multiple currencies and regions. 
•	Responsible for development, creation, and maintenance of forecasting tool and commission calculator in Tableau.

iBasis

Financial Analyst

Collecting and evaluating data from multiple databases and programs, including SAP, Remedy, Business Objects and various Oracle Programs.
Consolidating data into logical spreadsheets using Microsoft Excel.
Manipulating data into meaningful information that can be used to improve processes internally.
Providing information to management by assembling and summarizing data in detailed reports. 
Making presentations of findings to management teams using both Power Point and Tableau programs.

Revenue Assurance Analyst

Massachusetts State Senate

Intern

National Mediation Board

Fellow

Massachusetts State Auditor

I love to solve problems. A major key in my success is finding the right people to understand the root of the problem, in order to find the best solution. I strive to build strong cross functional relationships, ensuring everyone understands the motivation behind what we are doing, and that we’re all on the same team. As a manager, I look to help my team members grow and jump in to help wherever they need me. 

I started my career as a Business Analyst working in Business Intelligence, which keeps me data driven at heart. I still love throwing together a nice data visualization, and can appreciate a nice, clean PowerPoint. 

taplio

The Battle

Amber Boaz

Michelle Pimentel

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