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

Tricentis

Senior Security Analyst

Pure

Drummer

Security Associate

Lead Service Desk Technician

Lead Systems Administrator

Systems Administrator

Senior Desktop Support and Systems Administrator

Desktop Support and Systems Administrator

Vicious Cycle

DISYS

Contractor supporting a Windows XP to Windows 7 refresh project at PPD.
Primary Accountabilities:
Determine computer software or hardware needed to set up or alter system
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
Verify stability, interoperability, portability, security, or scalability of system architecture
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
Conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Desktop Support

Kforce Inc.

Desktop Support Technician supporting Windows 7 Rollout at Dimensional Fund Advisors in Austin, TX.
Deployments of new PCs to clients.
Reclaimation of old PCs
Profile transfers
SCCM Asset Management
Active Directory Asset Management
McAfee EPO Asset Management
Track-IT Inventory Management

Desktop Support Technician

Everburn

NON-COMPLIANT

Progressive Insurance

Support Progressive Employees with IT related problems and issues.
Handle routine and newly documented calls directly from end users, and uses discussions with end users to identify and research IT related questions and problems.
Resolve routine hardware and software problems, and coordinate referrals to the appropriate technical resources (i.e., more experienced Help Desk Specialists, or other IT groups) for more complex problems.
Prepare and maintain the appropriate follow-up documentation, which includes logging tickets and updating the knowledge base.
Follow processes and established standards to resolve routine and newly documented issues.
Document all tickets in Remedy.
Participate in Customer Service and  Knowledge Management Resource focus groups.
Assist local desktop support group with upgrading several hundred PCs in preparation for Windows XP rollout as well as PC moves.

IT Help Desk Specialist

CompUSA

Built and repaired computer equipment including PC desktops/laptops as well as Apple desktops/laptops in and out of warranty.
Assembled customized computer systems based upon customer specifications.
Assisted with quality control activities by checking the work of other technicians.
Conduct a variety of diagnostic tests to determine repairs needed.
Made necessary repairs in a timely basis.
Communicated with customers as necessary to determine problem areas and repairs needed.
Ensured the highest quality of work produced.
Assisted store personnel with technical support issues.
Performed on-site repair and installation at customer locations.
Tracked and inventoried vendor supplied service parts for equipment under repair.
Entered tickets in using Siebel.
Followed company established policies regarding the safekeeping and security of equipment under repair, departmental equipment and parts.
Prepared a variety of paperwork to document work in progress, completed work, and other necessary tracking paperwork.
Submitted required paperwork on a timely basis to department management.
Earned Apple Desktop and Apple Laptop Certifications

Lead Technician

Senior Security Analyst at Tricentis

Sebastian S.

taplio

The Battle

Amber Boaz

Sebastian S.

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