CARL HERO

978-***-**** ad3xnx@r.postjobfree.com linkedin.com/in/carl-hero/

Senior Developer, Salesforce CRM Analytics

Leverage enterprise data to integrate concepts into architectural designs and deploy complex business intelligence solutions.

Support organization by gathering inputs from business analytics teams and solutioning requirements into dashboards and visualizations.

20+ years of experience developing dashboards and reports in Salesforce and Cognos Analytics. Salesforce development experience building dashboards and visualizations from Salesforce dataflows and recipes. Maintain and implement enhancements to add new features in both Salesforce CRM Analytics and Cognos Analytics. Generated data analysis and ad hoc data requests for multidisciplinary teams, business leaders and stakeholders.

SKILLS & TECHNICAL PROFICIENCIES

Salesforce CRM Analytics (Einstein Analytics) Data & Business Analytics Data Science SQL Tableau Cognos Analytics Cognos Report Studio Cognos Transformer Dashboards Reports Data Visualizations Team Leadership Cross-Functional Collaboration Program Management dBeaver Jira DB2 Microsoft SQL Server Oracle Python PostgresSQL Snowflake Excel Powerpoint

PROFESSIONAL EXPERIENCE

IBM 2003 – 2023

Salesforce CRM Analytics /Cognos Developer, EPM Data & Analytics Service Team (2020 – 2023)

Developed and built dashboards and visualizations in Salesforce CRM Analytics that were used across all divisions in IBM.

Built, maintained, and added new features to the dataflows and data sets in Salesforce Analytics Studio that were used by the dashboards and visualizations.

Created the Managed Escalations dashboard utilizing Salesforce recipes, which improved the dataset build time significantly over the traditional dataflows.

Built the Digital Experience dashboard, which presented KPI’s and supporting visualizations in Cognos Analytics, to support the IBM Support Digital Transformation.

Generated analysis and ad hoc data requests for stakeholders. Maintained and updated reports and dashboards in Cognos Analytics based on stakeholder requirements, resulting in improved reporting and data analysis.

Used data management tools such as dBeaver, SQL and Excel to validate reports and data from the data sources.

Collaborated with various teams in Jira and Confluence to manage projects, tasks and documentation.

Business Analyst/Cognos Developer, IBM Business Intelligence Team (2015 – 2020)

Generated analysis and ad hoc data requests for stakeholders, to assist in fulfilling the business needs of the IBM support organization.

Created the Client Support Executive Dashboard in Cognos Report Studio, presenting key metrics and trends and used across the IBM support organization.

Developed and maintained OLAP cubes in Cognos Transformer for analysis in Cognos Analysis Studio, and as the data source for dashboard reports.

Created detailed Cognos reports to allow stakeholders to drill into the record level details.

Business Analyst/Cognos Developer, IBM Rational Business Intelligence Team (2009 – 2015)

Created and delivered monthly executive data reviews to the Rational Support VP and Management team, providing meaningful insight into the support metrics and trends.

Analyzed Orthogonal Product Classification (OPC) data to help identify areas for product improvement. Worked with Support Product Managers and Product Development to help consume the data.

Built the OPC Command Center (dashboard) and 20+ reports in Cognos to drive action and allow stakeholders to self-serve and analyze OPC data for their products.

Rational Knowledge Manager, IBM Rational Knowledge Management Team (2006 – 2009)

Managed support content for Rational products and assisting Support Engineers in the technote creation and publication process.

Lead projects to improve searchability of published support content.

Rational ClearQuest Support Engineer, IBM Rational Support (2003 – 2006)

Worked with customers to troubleshoot and resolve issues related to the Rational ClearQuest product and underlying backend databases including DB2, Oracle, and Microsoft SQL Server.

EDUCATION & CERTIFICATIONS

Bachelor of Science, Business Management/Computer Science Salem State University

Data Science Certification, Udacity Nanodegree

Complete Tableau Bootcamp certificate, Udemy

Snowflake Complete Master Class certificate, Udemy

PostgresSQL Master Class certificate, Udemy

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