Call Center Machine Learning

Shannon O’Donovan MA, MBA *******.***@*****.*** 720-***-****

Professional Summary

Strategic IT leader with 18 years of experience driving business transformation through process innovation and technical expertis. Adept at aligning IT strategies with business goals to enhance operational efficiency, cybersecurity, and infrastructure management. Expertise in IT service delivery, business process optimization, and cross-functional collaboration to support rapid business growth. Proven ability to develop innovative solutions, lead high-performing teams to deliver complex IT projects with a strong customer focus.

Core Competencies

● Salesforce Expertise: 6x Certified, 15 years experience

● Integrations & APIs: REST/SOAP APIs, Middleware, ETL tools, Mulesoft, Salesforce Connect, External Data Services

● Data Architecture: Salesforce and RDBMS data modeling, schema design, data migration,

● AI & Machine Learning: Python, R, Deep Learning, Decision Trees, Clustering, Neural Networks, NLP

● Data Science & Business Intelligence: SQL, Tableau, Power BI, SSIS, GIS, Social Network Analysis

● Leadership & Strategy: Solution architecture, vendor management, project/program management

● Industry Experience: B2B/B2C, aerospace and defense, FDA, packaged goods, manufacturing, hardware, software, self-service support, travel & hospitality, and SaaS solutions EXPERIENCE

IT Director and Salesforce Solution Architect Natural Retreats LLC, May 2023 to Present Leadership role overseeing the implementation of our Service Cloud Voice / Amazon Connect solution and the attendant case management capabilities there, the launch of after-hours work order management, and the build out of Salesforce Marketing Cloud. In addition to these things, he has led the charge in the cleanup of our technical debt on the Salesforce platform, driving forward solutions that bring our implementation back in line with Salesforce best practices. Led the strategy, architecture and governance of the Salesforce platform to optimization to enhance sales, call center, and property maintenance operations. Implemented and optimized Salesforce solutions across Sales Cloud, Service Cloud, Field Service Lightning (FSL), and Community Cloud.

Partnered with business stakeholders to ensure IT solutions aligned with corporate growth and operational efficiency goals.

Call Center Operations - 24/7 Amazon Connect Call center and Service Cloud to capture, guest, owner, internal inquiries, defects, and reservation management. This solution is supplemented with Chat, Web to Case and Email to Case solutions.

Shannon O’Donovan

IT Director and Salesforce Platform Owner Natural Retreats LLC, May 2023 to March 2024 Established IT governance, project management, and change control processes to modernize a 400-user Salesforce system.

Built and led a hybrid IT team, including offshore developers, administrators, and reporting engineers. Oversaw IT budgets, vendor partnerships, and system integrations to drive technology advancements. Solution Architecture and Delivery Consultant

Various July 2019 to 2023

Salesforce.com interim team leader– contract position reporting to CTO pending search for permanent Director of Business Operations- leadership of 5-person team. Differentiation and development of team member roles to not only enable efficient operation but identify and grow talent. Data integration and quality – rapid development of ad hoc data integration and quality initiatives using DB Amp, SQL Server, Data Loader, Demand Tools, and SFDC native quality tools. Statistical quality analysis supporting MDM. Seeding SF environments with training and test data. Platform Event and inbound data integration to AWS.

Field Service Lightning project to allow for the assignment of work orders and scheduling by 3rd Partners of custom kitchen, bathroom, and closet installers for an international furniture company. Customer were able to view progress and status via Community Cloud System Design to use Salesforce Community/Experience cloud to let clients self-onboard and authenticate for a SaaS learning system.

AWS Solution Architecture and migration of SQL Server Databases to RDS; AWS architecture to support secure integration to SFDC.

(Contract) American Red Cross, Aug 2020 to Aug 2021 Scrum Agile Product Owner– Product Owner role for Enterprise Data Systems; adapted agile process to meet business goals; documentation of requirements, management of backlog in Jira, product roadmap. Salesforce Solution Architect responsible for system design, project plan, and product road map for replacing legacy systems with Salesforce.com. The system goal is to efficiently book and assign resources (people, vehicles, equipment) to blood donation drives. Partnered with Skedulo for the assignment of resources based on expertise and availability. Xede, LLC, August 2021 to November 2022

Salesforce vlocity/ Industry Cloud - design and implementation for renewable energy industry; custom commission solution to support green energy sales including custom CPQ, and commissions. Hands on Development – Salesforce.com configuration, declarative development flow, approval processes, platform events, integration testing (Postman) Salesforce Technical Architecture – designing solutions to enable declarative and programmatic solutions, object modeling, rapid prototyping of same to demonstrate proofs of concept helping clients determine their project scope and solution options.

Project Management - overall project planning, sprint planning, running grooming and refinement sessions, working with customer product owners to assess, and set development priorities, supporting project PM

Senior Operations Manager Rogue Wave Software 2017 - 2019 At the direction of the CEO and COO initiated and led statistical process improvement of existing business systems (processes, technology, staffing) to create the competencies and capacities for rapid Shannon O’Donovan

growth contributing to record sales growth of $20 million (8% increase). Problems approached using a combination of Six Sigma and Management Accounting approaches. System design to enable processes in Microsoft CRM and Salesforce.com

Program Owner Database Systems and Solution Architect Molson Coors, LLC. 2013 – 2017 System owner responsible for the development, maintenance, security, and availability of more than 2,000 database systems critical to brewing, manufacturing, security, and corporate systems. Directed offshore team of 8 DBA’s and developers. Achieved 99.99% availability of critical systems by upgrading 1,400 legacy systems to multi-tenant SQL Server 2012/2014 Server leveraging Microsoft’s Azure cloud first approach to reducing TCO and increasing reliability. Salesforce.com Solution Architect and Project Manager IBM Global Services 2012 – 2013 Customer facing role responsible for the system design, and implementation of more than 30 Salesforce.com sales, service, knowledge-based management, gamification, and marketing cloud solutions. All characterized by complex integration including IoT telemetry, and mobile apps. Additionally, advised clients on developing the proper IT governance (ITIL/ DevOps) mode and calculating TCO to optimize their solutions.

SQL Server System Engineer / Account Lead IBM Global Services 2010 - 2012 Customer facing program manager role in the architecture, system integration, analysis, programming, and performance tuning for a Fortune 100 manufacturing company’s data warehouse (CIF) / Business Intelligence Solution implementation with 2,000 concurrent users. Responsible for system architecture, programing and ensuring the quality of service by IBM contractors. marketing programs, and ensuring compliance with go to market strategy at direction of COO and CMO. Shannon O’Donovan

Education

● MA Art and Archaeology 2009 to 2012 – University of Colorado, Boulder CO • GPA 3.7

● Emphasis: Application of data mining, social network analysis and statistics in digital humanities

● MBA Finance and Accounting 2006 to 2009 – Regis University, Denver CO • GPA 3.75 Emphasis: Fraud and Forensic Analysis

Certifications and Training

● Salesforce training: Experience Cloud [2023], Field Service [2024]

● Salesforce.com Certifications: Administrator (2012, 2021) Business Analyst (2022) Data Management (2023) AI Associate (2024) AI Specialist (2024) Mulesoft Associate (2024)

● Salesforce.com Super Badges: Process Automation Access Governance User Authentication

MFA & SSO Settings

● Gearset: Salesforce DevOps Fundamentals (2023)

● Google: Gen AI Intensive Course

● IBM AI & Data Science Training: Introduction to AI Generative AI: Introduction and Applications Machine Learning with Python Data Analysis with Python Developing AI Applications with Python and Flask

● ITIL Classes: Foundations Putting ITIL into Practice ITIL, ITSM, and the SDLC

● Microsoft: Cyber Security -MTA Security Fundamentals (2016) Business Intelligence SQL Server 2008 Data Management (2010) Microsoft 6233: Implementing and Maintaining Business Intelligence in SQL Server 2008 (2010) Administering SQL Server 2014 (2016) MicroStrategy Certified Developer (2005); Certified Engineer (2006)

● Statistical Process improvement: Six Sigma LEAN Manufacturing Just in Time Production Toyota Quality Methods (2003-05; 2017; 2020) Six Sigma Green Belt (2003) Six Sigma Black Belt in progress (2025)

Languages: English Italian Swedish (some) German Technical Skills:

● Salesforce.com design, development, and

administration

● Mulesoft, API creation and Management;

SOAP, REST, JSON

● Program and Project Management –

SDLC; Agile, Kanban, SAFe, Spiral,

Waterfall; CD/CI/ ALM Application Lifecycle

Management

● Descriptive and Inferential Statistics; R,

Python,

● Data mining, predictive and prescriptive

analytics via Machine / Deep Learning,

Decision Trees/Forests, Clustering, Neural

Network; Naive Bayes

● Expert SQL Server DBA, SSAS, SSIS and

RDBMS

● Geographic Information Systems GIS

● Social Network Analysis – tools and theory

● Expert SQL: T-SQL/PL SQL programming

● R, Python and C programming

● Object Oriented Design and programming

Python, Java Script

● Business Intelligence tools: Business

Objects, Microstrategy

● Project Management – primarily Agile and

Spiral

● 3rd Party Data Integration: Dun &

Bradstreet; Harte Hanks; Nielson; US

Census; United Nations, EU, NAFTA

economic data

● IT Architecture, Security Engineering and

Analysis and Compliance Auditing

● OLTP Database, Data warehouse, ODS

design and implementation

●

● Git/Github

Shannon O’Donovan

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