Solution Architect Salesforce
Resume:
Cynthia (Cindy) Montgomery
Monrovia, CA
******@*****.***
Salesforce Solution Architect
I am a passionate and versatile Salesforce Solution Architect/Delivery Lead with over 19 years of digital transformation experience in the Salesforce ecosystem.
Salesforce Solution Architect & Lead on multiple Salesforce digital transformation work streams for Sales, Service & Experience Cloud implementations on the Lightning UX
Hands-on front & back-end design and configuration, including Flow automation, Security & Governance
Experience with & understanding of MuleSoft/ APIs/3rd party middleware & APEX in concert with developers
Salesforce multiple roles/hats ranging from System Admin, BSA, PM, Sr Platform Manager, Functional Lead & Solution Architect
End-to-end SDLC management in JIRA & similar apps - user story creation & backlog, QA, bug-fixing, UAT, MTP & prod smoke testing
Release & Change Management, sandbox development, testing & Prod deployment
Seasoned veteran of global teams in various Salesforce projects & organizations, including business, nonprofits & government entities
Led integrations with Peoplesoft, P&L portal, internal middleware hub integration
I am a proud Salesforce Trailblazer!
Salesforce Trailblazer Story/Video: & Salesforce Blog - Trailblazer Voices: My Journey from Sales to Salesforce
Work Experience
September 2024 – Present: Medical leave
TEKsystems Global Services - Remote (Los Angeles, CA)
Salesforce Solution Architect & Delivery Lead
Sep 2021 – August 2024
Salesforce Digital Transformation from manual public case processes for US State Government entities, as well as Sales Cloud expansions for a broadcast/cable television/entertainment conglomerate.
As the trusted Salesforce Solution Architect, Consulting Partner & SME, I personally expanded a US State Government Public Education Department account from the initial project to four projects
Service Cloud Case Management & Experience Cloud implementations plus long-term support phases
Led multi-tenant solution implementations, security enhancements & extended support phases
Created extensive Flow automation – new case creation, case updates, automated notifications & close case functions
Custom Experience Cloud site creations & enhancements
Trusted client Salesforce partner, advisor & SME
Multiple Sandbox development, system testing, UAT, Prod smoke testing
Pyramid Consulting, Inc - Remote (Los Angeles, CA)
Salesforce Business Analyst
Feb 2021 – August 2021
SFDC Business Analyst contracted to a partner consulting group, working with global internal teams & Cisco client stakeholders on Sales, Service and Financialforce Clouds on Lightning UX projects.
Knight Law Group – Los Angeles, CA
Salesforce Administrator
September 2020 – November 2020
Salesforce Administrator working on a highly customized Sales & Service Cloud implementation, as well as a customized Financialforce/Advologix Legal Case & Matter Managed Package add-on.
Family Leave/Caregiver
July 2019 – September 2020
6 Street Technologies - Remote (Los Angeles, CA)
Salesforce Functional Lead/Delivery Manager
December 2018 - July 2019
Salesforce functional lead/Delivery manager for a leading B2B Commerce Cloud Salesforce consulting partner.
●Led Agile sprints in JIRA, sandbox QA test strategies & scripts for SIT & UAT, plus Production Smoke testing
●Declarative Lightning customization for client eCommerce portal
●Data management between sandboxes
●Led client meetings and provided client updates
Dine Brands Global - Glendale, CA
Senior Manager, Salesforce Platform
April 2016 to July 2018
Senior Salesforce Platform Manager, encompassing implementation, management, development, customization & support for IHOP & Applebee’s fully customized Franchise Management System, developed for the domestic & International Franchise Operations teams. Multiple hats worn as Sr Manager, as SFDC System Admin, Business Analyst, Solution Architect & SME, employee manager, as well as a partner to external & internal IT teams.
Led the initial Salesforce roll-out in concert with the consultant implementation team, internal PM, QA & IT teams & business stakeholders
oconsolidation of 5 internal, home-grown systems, processes & other system integrations
Solution Architect best practices, technical solutions, system security performance recommendations and application governance
Proactive Release & Change Management processes
Hands-on declarative customization
Collaboration with internal & external IT teams on post-implementation change management
SA digital transformation for key business stakeholders in Corporate Finance, Accounting, Legal, Field Operations, Franchise Development & Franchise Administration teams
Implemented data importing, data security and ongoing data integrity strategies and processes
Key stakeholder for implementation of OwnBackup data security application
Multiple Sandbox development, system testing, UAT, Prod smoke testing utilizing JIRA
Implemented Web-To-Lead for prospective franchisee web forms - 3 markets per brand
Facilitated financial portal SFDC integrations for both brands in collaboration with internal & external IT teams
Implemented Web-to-Lead integration for International Division
Implemented Web-To-Case form integration from Applebee's franchisee portal
Collaborated with internal IT on internal middleware hub Salesforce integration for bi-directional Salesforce data flow into internal & external systems
Facilitated update of brand data on both IHOP & Applebee’s websites
Collaboration on online search results with Dine Digital Ops team & Dine’s digital marketing vendor
Collaboration with Dine’s brand marketing teams to review Marketing Cloud & Communities functionalities
System Administration duties such as onboarding new users, general user help & training, user licenses tracking & user adoption efforts
Hands-on Salesforce training, management & coaching to an employee with no previous Salesforce experience.
Ensured employee promotion to Salesforce Administrator, along with an attendant pay raise
City of Hope Medical Center - Irwindale, CA
Salesforce Solution Architect/Delivery Manager, Digital Marketing Team (contract)
July 2015 to April 2016
Solution Architect, Business Analyst & hands-on technical manager on a COH Faculty Biographies integration project, created a bi-directional Salesforce data feed between the COH Data Warehouse, that pushed data through Oracle WBS to the COH public website.
●Researched and created a detailed business & technical requirements document
●Revised the design of the Salesforce Faculty Bios custom object to fit business requirements
●Collaborated with COH ITS teams to implement MuleSoft middleware component & a bi-directional data feed between Salesforce and internal data warehouse
●Mapped data feeds between Salesforce, internal data warehouse, and Oracle CMS system (WCS) for web publishing
●Identified the internal data points for a Salesforce auto-record creation feed & disabling defunct Faculty & Staff records
●Assisted COH Digital Marketing team with the launch of the (then) rebranded COH public website, working closely with the consulting Oracle Partner team
●Provided technical expertise for the interim plan to house the Faculty Directory data directly in Oracle WCS prior to the Salesforce/Data Warehouse Integration
●Performed QA testing, bug reporting and issue resolution for COH website UI, content, & system integration issues within Oracle WCS in concert with the external project partner team
●Migrated website content into Oracle WCS, as well as provided post-launch website support & enhancements assistance to the COH Digital Marketing team
VRP Consulting - Remote (Los Angeles, CA)
Technical Project Manager
July 2014 to July 2015
Technical project management of diverse projects, ranging from Salesforce implementations & enhancements, custom software development, and partner development services for Cornerstone for Salesforce & the Salesforce Foundation.
Directed the work of the offshore development team and all aspects of projects, including development & configuration, testing & production implementation, budgets, hours, project timelines, customer communication and overall customer satisfaction.
●Pre-sales customer consultations and post-sale customer front-facing support & technical project management
●Projects included Salesforce custom code & front-end configuration & Salesforce AppExchange launch services
●Customization & client training on Salesforce Nonprofit Cloud, including the former RoundCorner NGO Connect Non-Profit Salesforce package, with Program, Donor, Constituent, Relationships, Volunteers, & Events management implementation.
●Partnered with Appirio consultants on Cornerstone for Salesforce Learning Management System (LMS) implementations
HP Software – Remote & Cambridge, MA
Sr Salesforce Delivery Lead/Migration Team Lead/COE Team Member
November 2012 to January 2014
HPSW Vertica & Pan-HP multiple roles, collaboration with internal HP teams, external vendors & partners while working both remotely and on-site.
HPSW Vertica Lead Salesforce Admin - collaborated with Vertica Sales, Marketing & Customer Support to maximize the Vertica Salesforce org and implement HPSW-mandated functionality.
Provided SME advice, custom solutions & hands-on declarative technical customization to change or add new functionality to Vertica SFDC instance.
Implemented Get Satisfaction integration into the HPSW Vertica SFDC instance, synced Vertica online community topics into Salesforce & aligned HubSpot marketing initiatives.
Oversaw Eloqua & Aprimo transition training for Vertica Marketing team
Managed Proactive Release & Change Management processes to the Vertica Salesforce org
Pan-HP Migration Project Team Lead - collaborated with internal team members & offshore development team to implement custom Vertica SFDC functionality in the Pan-HP SFDC instance, plus migrate internal & external Vertica users to PAN-HP org.
Documented Vertica user stories and SFDC custom functionality for Sales, Marketing & Customer Support teams
Created technical documentation for the HP offshore SFDC dev team & performed hands-on customization in the Pan-HP SFDC instance to implement Vertica custom SFDC functionality
Collaborated with HP offshore SFDC dev team on Change Management processes
Oversaw the Pan-HP replication of the MyVertica user community & customer support portal in the Vertica website, by the HP offshore SFDC dev team
Collaborated with Vertica’s website provider & HP IT members to create seamless Single Sign-On transitions for external MyVertica users & point MyVertica to the Pan-HP SFDC org
Managed the build-out of the Verica JIRA- SFDC Customer Support module integration into the Pan-HP Salesforce
Oversaw migration activities of team members, including data alignment and data migration
Created test scripts, executed SIT testing, collaborated with business users for UAT execution.
Facilitated post-UAT PAN-HP configuration changes through the HP offshore SFDC dev team & online documentation of change requests in the HP SFDC PMO org.
Performed QA & testing on post-UAT PAN-HP configuration changes with HP offshore team & oversaw Production switchover.
HPSW COE Strategy & Business Ops Team Member –solution architect & admin customization for HPSW ESP division SFDC org & acted as Pan-HP SFDC Champion for HPSW Vertica division.
j2 Global – Los Angeles, CA
Senior Salesforce Administrator
June 2012 to September 2012
Oversaw Salesforce.com administrative functions for global user base and served as SME.
Lionbridge Technologies – Remote (Los Angeles, CA)
Global Salesforce Administrator
October 2005 to June 2012
●Remote & onsite Salesforce Administration for Waltham, MA-based Localization/Globalization Services provider
●Salesforce SME for users in 7 strategic business units, 34 sales teams & operations personnel globally, including Life Sciences, IT & Strategic Accounts.
●Collaborated with Executives, Sales, Marketing & Operations management to customize Salesforce & enhance sales and marketing best practices worldwide.
●Collaborated with Corporate Marketing to streamline the Lead-to-Order process, and link marketing automation platform to customized campaigns within Salesforce.
●Customized declarative Salesforce solution for Finance Team
●IT Development team collaboration to manage internal systems’ integration with Salesforce & QA of new applications added to Salesforce.
●AppExchange applications integration, including Hoovers, Dun & Bradstreet, ExactTarget.
●Extensive declarative customization & management of Salesforce reflecting changing global business priorities.
●Extensive and ongoing customization of marketing, sales and operations dashboards, reports, and analytics.
●Campaign management training and guidance to sales teams worldwide.
●Remote customized training sessions for new users and refresher training for existing users.
●Apex Data Loader utilization for data cleansing of Salesforce data.
●Web-To-Lead implementations for RFI form on Lionbridge.com website, and ExactTarget for then-GeoFluent SBU.
●Activation of new Salesforce features & processes, plus maintenance of security profiles and user access rights.
●Mobile, Content & Chatter configuration management
Note: Sept 2005 - Lionbridge Technologies acquired Bowne Global Solutions
Bowne Global Solutions – Los Angeles, CA
Account Manager
May 2004 to October 2005
Sales & Marketing Associate
April 2000 to May 2004
EDUCATION
Slippery Rock University of Pennsylvania, BS Business Administration, 1988
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