Director, Operations Manager, Project Manager, Salesforce Architect
Resume:
Michael B. Doré
Willowick, OH *4095
****@****.***
● Supervised 70+ employees in a global help desk environment (US and India).
● Built a continual improvement (CI) program covering operations, delivery, and support teams for an educational IT help desk.
● Executed 40+ projects to take customers live in CampusHelp support process.
● Expanded revenue by over 500% in a 2 year period.
● Maintained 100% customer referability while I was Director of CampusHelp.
● Achieved 24x7x365 availability for clients with over 99.99% uptime for over two years.
● Negotiated statements of work, and won RFPs with multiple higher education clients.
● Initiated multiple internal process improvements programs.
● Successfully implemented over 70 projects on-time and on-budget.
● Guided over 20 technicians in a multi-site environment for a regional retail computer provider.
● Founded a specialty dental IT that captured 25% of the high end market.
Job History
Director, Salesforce.com Architect 2011-2014
CampusEAI (CampusHelp, BlackBeltHelp), Cleveland, OH
● Responsible for profit and loss, and revenue management ● Transitioned multiple internal processes to the SFDC platform ● Selected and worked with inContact to setup as an interaction management system for phone, e-mail, and chat support ● Initiated and designed continual improvement (CI) program ● Achieved 99% customer SLA achievement over 2 years ● Increased call volume from 10K to +130K in two years ● Built an automated reporting system that reduced reporting time, and increased accuracy ● Revamped discovery process to streamline remote discovery and increase accountability ● Upgraded sales process to include better scoping, discovery, and client communication.
Internal Project Manager, Lead Computer Technician 2006-2011
Computer Discount, Toledo, Ohio
● Managed technical repair bench for complete chain ● Acted as lead technical resource for all locations ● Enacted product documentation requirements for all client and internal work ● Designed work sheets for projects, and helped train technicians on our internal systems and methodologies ● Standardized images for distribution for retail clients.
Owner, Project Manager 2000-2006
Sycor Networking Solutions, Cleveland, Ohio
● Founded specialty dental IT provider ● Directed 10 employees to provide services for dental offices in northeast Ohio ● Installed intraoral cameras, digital radiography systems, and practice management software (PMS) ● Coordinated with vendors and contractors for client build outs.
Accounting Clerk, Network Technician 1992-2000
Contracting, SoluCorp, PCNetNow, Cleveland, Ohio
● Acted a bookkeeper for a non-profit ● Calculated buyout packages for retiring Cleveland Edison employees ● Created macros for automated payment calculation for Glidden ● Processed account payable and receivable payments ● Validated entries for attorney time for patent law firm ● Performed various accounting and IT jobs.
Finance Specialist 1989-1992
United States Army, Chicago, Illinois
● Processed payroll entries for active duty and reservists ● Corrected data entry errors and resolved system errors as part of outage process ● Assisted customers with pay and deduction issues, and leave adjustments.
Selected Project History
CampusEAI – Multiple Clients July 2012 – August 2014
Implementation of Higher Education IT Help Desk (40+ Projects)
● Managed multiple concurrent projects to bring customers in to the CampusHelp service ● Ensured documentation met knowledge transfer requirements ● Initiated remote help desk for students, staff, and faculty ● Transitioned school to Salesforce as incident management system ● Ensured all FERPA requirements met as part of transition ● Validated that all resources completed tasks and that client went live on time
CampusEAI, Cleveland, Ohio April 2012 – August, 2014
Salesforce.com full-cycle implementation and SFDC Architect
● Implemented and maintained Salesforce.com (SFDC) as a multi tenant help desk ticketing system ● Migrated help desk from several disparate ticketing systems to central and standardized SFDC environment ● Designed security architecture to accommodate multi tenant SFDC environment ● Performed discovery and implemented SFDC ticketing for 30+ clients ● Implemented SAML 2.0 SSO to SFDC customer portals ● Designed automation of contact and user record creation, modification, and deprecation using command line tools ● Designed and implemented custom Asset tracking ● Designed and implemented approval processes for leave requests and system change requests
Computer Discount January 2007 – June 2011
Multiple internal projects
● Implemented new SKU system companywide to reduce inventory complexity ● Designed multiple internal process changes, and validated that the optimal desired result was achieved for help desk processes and image deployment for retail customers ● Managed network implementation of multi-site VPN and POS setup
Sycor Networking Solutions January 2000 – June 2006
Implementation of partial / full office build out (30+ Projects)
● Worked with dental equipment vendors to install and configure digital radiography systems ● Coordinated with architect and general contractors for cabling requirements for intraoral cameras, patient education systems, chair mounted display, phosphor plate radiography systems, and audio systems ● Installed, maintained, and upgraded practice management software (PMS) ● Integrated multiple manufacturer’s hardware in to client’s PMS
Knowledge Areas
Management
● P&L ● Sales Funnel ● Account Management ● Talent Management ● Talent Retention ● Customer Retention ● Escalation Process ● Coaching ● Process ● Quality ● Continual Improvement (CI) Programs ● Revenue forecasting ● Key Performance Indicators (KPI) ● Performance Achievement (PA) ● Key results Area (KRA) ● Team Building ● Operational Efficiency ● Upstream Reporting ● Internal Reporting ● Client Reporting
Salesforce.com
Accounts ● Contacts ● Cases ● Assets ● Documents ● Knowledge ● Users ● Auto Response Rules ● Assignment Rules ● Escalation Rules ● Validation Rules ● Custom Fields ● Record Types ● Page Layouts ● Custom Objects & Apps ● Workflows ● Approval Processes ● Reports & Dashboards ● Sharing Rules ● Role & Profile Customization ● Queues ● Public Groups ● Partner & Customer Portals ● Communities ● Single Sign On ● Email to Case Premium ● Timba Surveys ● DupeCatcher ● Data Loader ● CLIq ● Apex Triggers ● License Management
Networking / Hardware / Software
Nagios ● Salesforce.com ● inContact ● Zendesk ● ConnectWise ● KACE ● Jenzabar (EX CX) ● Banner ● PowerCampus ● eSATA, ATA, SCSI Storage ● Tape storage ● Amazon S3/Glacier ● Routing ● Switching ● Monitoring ● VMWare ● Cabling ● VPN ● Load Balancing ● Sticky Sessions ● DNS ● NAS ● DVR ● Windows 3 -> 8 ● Office 95-> 2013 ● MS Project ● MS Visio ● OTRS ● Centeon ● Pentaho ● Blackboard ● moodle ● Desire2Learn ● Luminis ● Colleague
Education
Cleveland State University
Bachelor of Business Administration
Major – Accounting
Minors – Finance, Computer Information Science
● Currently preparing for PMP Certification (4500 hours complete)
● Starting MBA Fall 2015
• US Passport current, Visa for India expires 2017
Contact this candidate