Scrum Master Information Technology
Resume:
Angela R. Smith
Raleigh N.C. 27617
***********@*****.***
Professional Summary
Angela is a Senior Salesforce Consultant with over 20 years of Information Technology experience. She has over ten years of experience in salesforce implementation and over 20 Salesforce projects. She has extensive experience managing requirements gathering and liaising with IT and business resources. She has excellent communication, mentoring, managing, and project coordination skills. She is a non-local consultant, US Citizen, and immediately available for phone and skype interviews.
Experience Synopsis
●Certifications: Salesforce Certified Administrator, Salesforce Certified Developer, Apttus (CPQ) Certified, Agile Master Certified, and Scrum Master Certified.
●Certified Salesforce.com consultant who leads clients to utilize the options available in Salesforce.com fully.
●Knowledge of the backdoors and advanced capabilities of Salesforce allows her to ensure the client can fully utilize the system and suggest and implement specific upgrades that will meet the client’s needs.
●Primary project methodology is using Agile and Scrum practices in a variety of different realms to show clients quick value and to be able to adapt to their ever-changing requirements.
●Her communication style allows her to communicate clear directions to teams and organize work while delivering concise and precise team roles and visions for new or upgraded system implementations.
Technical Skills
UNIX, AIX, Cisco Network IDS, Cisco Host-based IDS, eTrust Access Control, ESM, and IDS DES encryption,
Digital Certificates, SSL, VPN, IPSec, TCP/IP, DNS, and web security architecture shell scripting and
Microsoft Windows Server 2003/2008/2012 Red Hat Enterprise Linux 4/5/6, VMware 4/5, NetApp ONTAP 7/8
Microsoft Office, Microsoft Exchange 2007-2010, Microsoft Windows Infrastructure, EMC SourceOne for Exchange, Cisco Telepresence Infrastructure, Cisco Unified Computing Systems.
Salesforce.com Skills
Database Management, migrations, integrations, ERP, APTTUS, WSDL, SSO, Agile, Rally, Clarity, SAP Fieldglass, SharePoint, Skype, live meeting, Outlook, Internet explorer all versions, Microsoft Lync for business, Avaya, CA Technologies, CA Agile Central, Eclipse, Apex, SOQL, Data loader, force.com IDE, Communities, Salesforce1, SDFC Lightning application/development, Wave analytics Cloud computing, technical documentation, quoting, Salesforce Sales Cloud, Salesforce Marketing Cloud, Salesforce Service Cloud, and Salesforce Financial Cloud implementation, dashboards creation, component development, user story, epic task creation, unit testing, enhancement validation, sprint planning, release planning, team lead, manage offshore resources also Apttus and Scrum certified expert.
Professional Experience
Tata Consultancy Services
KPMG Auditory services
Salesforce Architect 02/2023-current
●Enterprise content management was handled using SharePoint to digitize content and automate and manage data originating from various documentation sources (online forms, document images etc.) for various audit teams.
●Conducting interviews and analysis to document existing process and formats that highlight failing or working actions which allow a better summary of the narrative.
●Promote understanding between decision makers and team to execute the narrative.
●Facilitated the team decisions by eliciting, translating and communicating information.
●Validate new enhancements or releases in the production environment.
●Collaborate with business and system analysts during requirements and test development to ensure the needs are testable.
●Provide training and coaching in the use of CPQ CRM systems. Identify training and development gaps and create plans to address them.
●Migrated the CRM from NetSuite and Oracle to Salesforce including Billing and Subscription module with CPQ and Zuora.
●Developing custom fields, validation rules, and custom objects in Salesforce.
●Used IDP in automated workflows so that they may extract, categorize and organize information so it may be accessed from large amounts of data.
●Part of the Agile team using Rally to accomplish sprint planning timely, writing epics, User stories, and CRs for team members to carry out declarative tasks in SFDC via administration and development.
●Created a weekly presentation of the delivery operations group inclusive to Scrum master’s and Product owners about the features backlog risk and dependencies faced for the current sprint and road map planning per team.
Tata Consultancy Services
Boeing International
SFDC Product/Project Manager 07/2022-2/2023
●Worked closely with internal customers, colleagues, and all stakeholders to identify requirements for strategic, tactically operational opportunities both within existing and new architectures.
●Worked collaboratively to identify goals and offer solutions, develop, test, and implement new capabilities within Salesforce.
●Architected solutions using a combination of Salesforce and SAP to best meet Philips’s needs
●Set up the system so that it could be maintained by entire time personnel with minor tweaking as needed.
●Used custom automated solutions such as extension files to encrypt compress any confidential documents.
●Enterprise content management was handled using SharePoint to digitize content and automate and manage data originating from various documentation sources (online forms, document images etc.) for various audit teams.
●Used IDP to aid in automated workflows that may extract, categorize and organize information so it may be accessed from large amounts of data.
●Participated in new projects and work with business and technical team members on initiatives that may involve process improvements, system enhancements, or the development of new applications or software.
●Created new advanced reports reporting capabilities and respond to ad-hoc reporting requests.
●Provide training and coaching in the use of CPQ CRM systems. Identify training and development gaps and create plans to address them.
●Coordinated user acceptance testing as needed. Help define best practices.
●Defined test scenarios.
Tata Consulting Services
Honeywell Inc.
SFDC Project Manager 07/2021-07/2022
●Led a team of administrators and developers on and offshore.
●Create and execute Project Plans and all applicable testing documentation needed through all phases of the project with the use of wave analytics.
●Manage the test effort according to the UAT ARB and SIT timelines and signoffs for function and technical documentation using SharePoint for file storage and reference.
●Identify and communicate UAT testing status and risks Identify.
●Document and assist in resolving all defects related to testing execution.
●Interpret business requirements, identify, and create test strategy approach, and build robust test scripts.
●Work with and support other Business Travel departments to ensure the testing effort produces a high-quality release.
●Validate new enhancements or releases in the production environment.
●Collaborate with business and system analysts during requirements and test development to ensure the needs are testable.
●Part of an Agile team using Rally to accomplish sprint planning timely, writing epics, User stories, and CRs for team members to carry out declarative tasks in SFDC via administration and development.
●Created a weekly presentation of the delivery operations group inclusive to Scrum Masters and Product owners about the features backlog risk and dependencies faced for the current sprint and road map planning per team.
●Sr. Architect SAP CPQ
●part of the Offer to Price team responsible for Offering and Pricing Lifecycle Management.
●Worked on integrating SAP CPQ with SAP ERP systems (SAP BRIM).
●Experience implementing guided selling in SAP CPQ as an individual contributor with a high level of influence and responsibility.
Cognizant Technologies
Gilead Sciences 04/2019-02/2022
SFDC/CPQ project manager
●Collaborate with business and system analysts during requirements and test development to ensure the needs are testable.
●Part of the Agile team using Rally to accomplish sprint planning timely, writing epics, User stories, and CRs for team members to carry out declarative tasks in SFDC via administration and development.
●Created a weekly presentation of the delivery operations group inclusive to Scrum Masters and Product owners about the features backlog risk and dependencies faced for the current sprint and road map planning per team.
●Sr. Architect SAP CPQ .
●Supported on integration of Salesforce with Netsuite for Classy Donations.
●part of the Offer to Price team responsible for Offering and Pricing Lifecycle Management.
●Worked on integrating SAP CPQ with SAP ERP systems (SAP BRIM).
●Experience with implementing guided selling in SAP CPQ as an individual contributor with a high level of influence and responsibility.
Wipro Technologies
Google 02/2020-05/2021
Functional Architect SFDC
●Led a team of administrators and developers on and offshore.
●Create and execute Project Plans and all applicable testing documentation needed through all phases of the project with the use of wave analytics.
●Manage the test effort according to the UAT ARB and SIT timelines and signoffs for function and technical documentation using SharePoint for file storage and reference.
●Identify and communicate UAT testing status and risks Identify.
●Document and assist in resolving all defects related to testing execution.
●Interpret business requirements, identify, and create test strategy approach, and build robust test scripts.
●Work with and support other Business Travel departments to ensure the testing effort produces a high-quality release.
●Validate new enhancements or releases in the production environment.
●Collaborate with business and system analysts during requirements and test development to ensure the needs are testable.
●Part of an Agile team using Rally to accomplish sprint planning timely, writing epics, User stories, and CRs for team members to carry out declarative tasks in SFDC via administration and development.
●Created a weekly presentation of the delivery operations group inclusive to Scrum master’s.
●and Product owners about the features backlog risk and dependencies faced for the current sprint and road map planning per team.
●Sr. Architect SAP CPQ
●part of the Offer to Price team responsible for Offering and Pricing Lifecycle Management.
●Worked on integrating SAP CPQ with SAP ERP systems (SAP BRIM).
●Experience with implementing guided selling in SAP CPQ as an individual contributor with a high level of influence and responsibility.
Insight Global
Citrix Systems 08/2016- 10/2016
CPQ /SFDC
●Maintain and support the objectives of current Customer Relationship Manager (CRM) and Apttus Configure, Price, Quote (CPQ) systems.
●Focal areas will include, but are not limited to, Apttus CPQ as the primary CRM/CPQ application for product configuration, program pricing, and quote automation.
●Participate in new projects and work with business and technical team members on initiatives that may involve process improvements, system enhancements, or the development of new applications or software.
●Maintain product hierarchy and maintain an active list of products and services.
●Resolve issues related to Sales Exceptions, Sales Contracts, and other conditions that could affect quotes.
●Work with a sales organization to understand changing requirements and implement systems and data changes as necessary.
●Act as subject matter expert to other teams.
●Participate in the IT enhancement process.
●Ensure that sales-impacting enhancement requests are effectively qualified, prioritized, and executed.
●Maintain user groups, roles and access rights, custom fields, record types, and page layouts in Salesforce.com.
●Maintain changes to standard and custom fields, page layouts, and record types.
●Maintain, enhance and create workflows, functions, and configurations and provide system administration of the Salesforce.com environment.
●Participate in new projects and work with business and technical team members on initiatives that may involve process improvements, system enhancements, or the development of new applications or software.
●Create new advanced reports reporting capabilities and respond to ad-hoc reporting requests.
●Coordinate user acceptance testing as needed. Help define best practices.
●Define test scenarios.
Insight Global
American Express 03/2016-08/2016
SFDC Functional Architect
●Led a team of administrators and developers on and offshore.
●Create and execute Project Plans and all applicable testing documentation needed through all phases of the project.
●Manage the test effort according to the UAT ARB and SIT timelines and signoffs for function and technical documentation using SharePoint for file storage and reference.
●Identify and communicate UAT testing status and risks Identify.
●Document and assist in resolving all defects related to testing execution.
●Interpret business requirements, identify and create test strategy approach, and build robust test scripts.
●Work with and support other Business Travel departments to ensure the testing effort produces a high-quality release.
●Validate new enhancements or releases in the production environment.
●Collaborate with business and system analysts during requirements and test development to ensure the needs are testable.
●Part of the Agile team using Rally to accomplish sprint planning timely, writing epics, User stories, and CRs for team members to carry out declarative tasks in SFDC via administration and development.
●Created a weekly presentation of the delivery operations group inclusive to Scrum master’s and Product owners about the features backlog risk and dependencies faced for the current sprint and road map planning per team.
Anthem Healthcare BCBS
(Xerox Inc.), 07/2015-02/2016
SFDC Solutions Architect
●Administer, configure, and develop salesforce.com applications.
●page layouts, workflows, security access, data validation, data utilities
●creation of standard and custom objects, fields, workflow triggers,
●custom reports and dashboards
Johnson Controls, 03/2015-05/2015
SFDC Business Analyst
●Provide support via phone, chat, and email to regional support teams and end users.
●Effectively prioritize and escalate issues as required.
●Implement approved changes/solutions that do not require additional IT development.
●Implement approved configuration changes based on stated business requirements.
●Follow established support processes and procedures.
●Client-focused: provide high-quality experience utilizing problem-solving and communication skills.
●Properly track all communication and process through Salesforce.com
●Capture best practices and maintain a knowledge base of solutions that can be leveraged by support and users.
Lenovo 12/2014-04/2015
SFDC Architect
●Duplicated customer’s database into a new database for their new client
●Architected solutions using a combination of Salesforce and SAP to best meet Philips’s needs.
●Interactions with end users and employees to ensure the database is precisely what the customer wants.
Innovapost, 05/2014-01/2015
SFDC Lead Architect
●Worked closely with IBM Application Performance Management Services
●Worked collaboratively to identify goals and offer solutions, develop, test, and implement new capabilities within Salesforce.
●Architected solutions using CA EEM and wily Introscope, java, .net, SAP, Linux, Nimsoft, Lepine, and VDA.
●Created process documents implementation plans.
●Offshore Team Lead
●Agile team setup and use of Rally or metrics.
Lenovo, 07/2014-09/ 2014
Salesforce.com Business Analyst
●Duplicated customer’s database into a new database for their new client
●Developing custom fields, validation rules, and custom objects in Salesforce
●Architected solutions using a combination of Salesforce and SAP to best meet Philips’s needs.
●Interactions with end users and employees to ensure the database is exactly what the customer is asking for.
Wipro Technologies
Philips Healthcare 05/2014-07/2014
Salesforce.com Business Analyst
●Worked closely with internal customers, colleagues, and all stakeholders to identify requirements for strategic, tactically operational opportunities both within existing and new architectures.
●Worked collaboratively to identify goals and offer solutions, develop, test, and implement new capabilities within Salesforce.com.
●Architected solutions using a combination of Salesforce and SAP to best meet Philips’s needs.
●Set up the system so that it could be maintained by entire time personnel with minor tweaking as needed.
Wipro Technologies
Honeywell 02/2014-05/2014
Salesforce.com Solutions Architect
●Assumed a hybrid role consisting of Development, Administration/Troubleshooting, as well as requirements, gathering/working with end users to understand and fulfill their needs.
●Worked closely with internal customers, colleagues, and all stakeholders to identify requirements for strategic, tactical, and operational opportunities both within existing and new architectures.
●Worked collaboratively to identify goals and offer solutions, develop, test, and implement new capabilities within Salesforce.
●Responsible for managing and implementing customization requests, including creating workflow triggers, workflow alerts, automated email responses, etc., also ensure Salesforce.com data accuracy, including updating, deduplication, importing and exporting records, and ongoing maintenance using various data management tools and maintenance routines.
●Provided appropriate data access and security by maintaining the role hierarchy, access profiles, and other security systems within Salesforce.com.
●Developed and maintained custom reports and dashboards in Salesforce.com to provide business intelligence for Sales and other departments.
●Collaborated with technical resources to establish and maintain effective integration between Salesforce.com and other enterprise systems.
Salesforce.com, 05/2013-01/2014
Certified Salesforce Developer/Business Analyst/Administrator
●Used Salesforce to build applications that facilitate an organization's users to view their customers in a unified way and generate customized user information and customer reports accordingly via the ticketing system.
●The project involved data migration from three legacy systems to Salesforce, without a single unified database, while utilizing: Force.com: Salesforce CRM, communities, marketing, Salesforce SFA, Apex Custom Controllers, Apex triggers, Apex classes, Apex web services, Visual force Pages, Eclipse 3.4, Force.com IDE, Apex Data Loader, SOQL, SOSL, Analytical snapshots, Workflows and Approvals, Case management Automation, Sandbox testing. Salesforce
●Provided support to SDFC clients and end-users globally for the feature updates, org changes, and necessary maintenance to org business health while providing training KT to all users of SFDC.
Salesforce.com 02/2013-05/2013
Certified Salesforce Administrator/Business Analyst
●Created and maintained users, profiles and roles while maintaining the system data integrity using, reports, deduplication methods, naming conventions, and best practices enforcement.
●Supported all open pipelines, closed/lost opportunities, forecasts, and territory management.
●Created campaigns, mass e-mailers, survey data collection, and contact management.
●Designed management and staff report and dashboards.
●Trained new and existing end users on the salesforce.com application.
●Built all custom training manuals, conducted remote training, one-on-one, and class training setting.
EMC2 08/2011-02/2013(seasonal)
IT Analyst/Business Systems Analyst
●Solid knowledge of information security principles
●Practiced working experience with intrusion detection systems.
●Installed, configured, monitored, and responded to security systems using an understanding of advanced security protocols and standards with software and security architectures. Also evaluated and developed approaches to solutions proactively assessing potential items of risk and opportunities of vulnerability in the network using security practices of Intranet and Extranet. Also supported the day-to-day administration of various firewalls.
Cisco Systems 02/2012- 01/2013
Project Manager/Business Analyst for partner relations
●Knowledge of Cisco networks while being responsible for data integrity and insurance of recovery, systems analysis, and programming
●Worked on-call systems support and possessed knowledge of Management Information Systems, Cisco AnyConnect, SharePoint, CCW, Salesforce.com, Re, media, as well as many Computers Information Systems
●Worked also as network administrator; while maintaining excellent interpersonal skills and assisting in user support; also having experience in personal computer installation, setup, and maintenance; CCNA, CCNP certification or equivalent experience was gained.
●Held a contract position performing multiple audits for a growing healthcare company.
●Identified over $80k in internal billing adjustments and over $55k in vendor refunds due to overbilling.
Cisco Systems 11/2011-02/2012
IT Analyst II/Business Analyst/SFDC Administrator
●Utilized Remedy ticketing system to respond and provide 2nd level technical support for all sales applications (over 250+) onsite at Cisco Systems, who supported Salesforce.com, Citrix, CCW, and other internally developed applications via VPN, remote access, email and phone.
●Professionally and promptly resolved software issues for the company's proprietary Software applications. This included ensuring client satisfaction, problem definition, prioritization, analysis, re-creation, and resolution.
●Planned, analyzed, consulted, and executed solutions to solving clients' software application needs.
●Set up user accounts and groups and granted appropriate privileges to files and folders for Salesforce.com.
●Set up customers' orders and accounts in Citrix for current and future transactions.
●Documented progress, resolution, and time spent on all client activity in the Remedy tracking system.
●Receive requests from business units, and end users and provides the technical specifications and support to these groups.
●Involved in upgrading the Knowledge Library tool (KL), Wiki, and Cisco's Sales Dashboard websites using HTML/ Dreamweaver codes and Data Migration. Assist team members with escalated technical support issues when available.
●Provided on-call support for significant applications in case of downtime issues.
IBM, 08/2006-01/2011
Information Technology Analyst
●Responsible for leading and implementing all IP network buildouts and operational support/troubleshooting of tier 3 and 4 network issues in a mixed Cisco and HP environment.
●Responsible for all SAN functions, IBM XiV, and Brocade fiber channel switches
●Responsible for all network and server monitoring tools
●Responsible for backup server infrastructure (TSM servers and IBM tape libraries); 1 direct report
Projects:
AT&T AVPN (MPLS)/AVTS WAN
●Implementation at all remote sites and data centers
●Developed router configurations, test plans, scripts, and implementation plans. Executed implementation and successfully cutover the entire company WAN from Sprint to AT&T with AVTS (DMVPN) backup.
SAN stabilization/standardization of all Brocade fiber channel switches
●Analyzed, developed, and implemented new standard configurations on both production fabrics.
●Converted all XiV storage pools to thin provisioning and cleaned up poorly allocated space. Day-to-day SAN operations such as zoning, creating new storage pools and volumes, and mapping volumes to hosts.
WAN optimization POC utilizing Riverbed Steelhead, Cisco WAAS, and Silver peak appliances
●Configured and installed devices into pilot sites and production data centers. Implemented and developed/executed test plans on the network before and after devices were activated.
Disaster Recovery site relocation and build-out.
●Relocated DR data center to AT&T co-lo. Built a new DR network from the ground up with Internet and MPLS WAN connectivity.
●Built a new DR test lab without-of-banded reachability and B2B VPN tunnel to co-lo using ASA firewall, simulating a remote site for testing purposes.
●Performed supervisor role in direct report sort, Performance reviews, guidance, delegation of tasks, etc.
Education and Certifications
●Associate degree, Computer Science from ITT Technical Institute, Charlotte, NC 2013
●Bachelor’s degree in computer science from ECPI University, Virginia 2024
●Salesforce Certified Administrator
●Salesforce Certified Developer
●Apttus (CPQ) Certified
●Agile Master Certified
●Scrum Master Certified
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