Salesforce DevOps & IT Operations Leader

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Executive Profile:

A hands-on IT Operations leader with 10+ years of experience across Salesforce DevOps in global enterprise environments. Proven success leading large teams, delivering scalable CRM and platform solutions, and keeping critical business systems stable and efficient. Strong background in stakeholder and vendor management, with experience owning multi-million-dollar budgets and driving meaningful cost savings. Adept in translating business needs into practical solutions, improving processes, and mentoring teams to build better, more reliable systems.

Areas of Expertise:

ITIL

Business Intelligence

CRM

Service Now

Apex Programming

Stakeholder Management

Pardot

Salesforce Lightning Experience

Vendor Management

Salesforce Communities

Confidential Data Reporting

Flows

CPQ and Advanced Approvals

Decision Making and Problem Solving

3rd Party App Integration

DevOps

Scrum Methodology

Project Management

Data Management

Lightning for Outlook

Marketing Automation

Community Cloud

Marketing Cloud

Integrations

Career History:

Education:

Certification:

SHELL OIL COMPANY– HOUSTON, TX April 2022 – Current

IT Operations Manager

•Mentored and led four DevOps teams (30+ engineers) supporting franchisee billing, customer service, and

POS systems across global lubricants business.

• Worked closely with product owners to turn business needs into scalable, practical solutions.

• Improved delivery speed and reliability through automation and infrastructure as code.

• Managed cloud environments for performance, scalability, and cost efficiency.

• Owned a multi-million-dollar budget and drove strong cost control.

• Managed vendors and negotiations, saving hundreds of thousands of dollars.

• Ensured compliance with industry standards and internal IRM policies.

• Mentored teams and built a culture of accountability and continuous improvement.

• Partnered across teams to stay aligned with complex architecture, security, and operations.

• Led incident response and root cause analysis to improve system stability

•Mentored Salesforce developers on coding best practices to improve code quality and maintainability.

•Managed multiple stakeholders across business and technology teams, ensuring alignment and clear communication.

•Managed multiple integrations between internal systems and GSAP through various middleware such as file-mover, SSIS, AIS etc.

•2024 Q4 MVP Award winner.

TEAM INDUSTRIAL SERVICES– SUGAR LAND, TX September 2017 – April 2022

Salesforce Administrator/Developer

Configured Salesforce CPQ and Advanced Approvals for U.S. and international teams, streamlining quote-to-cash processes and improving approval efficiency.

Automated key business processes using Flows, Process Builder, and Workflows, supporting successful Salesforce enhancements and redeployments.

Administered roles, profiles, licenses, and permission sets for 500+ global users, ensuring secure and scalable system access.

Designed and implemented case management processes, improving support tracking and resolution workflows.

Delivered actionable insights by building reports and dashboards for regional sales managers and executive leadership.

Improved data quality by performing regular audits, deduplication, and bulk data updates using Data Loader.

Integrated Salesforce with Pardot, enabling automated lead capture from web forms and implementing lead assignment rules to accelerate sales follow-up.

Implemented Magic Robot integration to enhance marketing attribution and campaign influence reporting for better ROI visibility.

Developed and deployed Apex code and Lightning components to extend platform functionality and support business requirements.

Led discovery sessions with stakeholders, translating business needs into scalable Salesforce solutions.

Acted as a Business Analyst to define operational objectives, analyze processes, and deliver data-driven recommendations.

37 Metrics – AUSTIN, TX March 2017 – June 2017

Salesforce Developer (Contract)

Integrated third party app with Salesforce through REST API according to client's requirement.

Developed Apex classes and Visualforce pages to implement business logic

Utilized process builder, triggers, workflows, email templates, email alerts and approval

processes to automate the business process.

Developed SOQL and SOSL queries to get data from related objects

Produced technical documentation for the third-party web service calls

McKesson Medical-Surgical – HOUSTON, TX August 2016 to February 2017

Salesforce Developer (Contract)

Developed lightning components for Medical/Surgical Sales team utilizing Salesforce Lightning Design System for an improved user experience

Developed Apex classes and Visualforce pages to implement business logic

Utilized process builder, triggers, workflows, email templates, email alerts and approval processes to automate the process.

Created Custom objects to build new application functionality in the Salesforce.com

Developed SOQL and SOSL queries to get data from related objects

Developed Unit test class for Apex class and worked for improving code coverage

Worked in agile methodology

Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements.

Worked in both Sales and Service Clouds

ECOLAB (Energy Services) – HOUSTON, TX June 2015 to June 2016

Salesforce Developer/ Administrator (Contract)

Served as Salesforce Developer/Administrator for a global Oil Field Chemicals marketing automation team, supporting business-critical applications.

Managed roles, profiles, licenses, and permission sets for 3,000+ users worldwide, ensuring secure and scalable access control.

Designed and deployed custom objects, workflows, approval processes, and sharing rules supporting 70+ Salesforce communities and 250+ global accounts.

Developed Apex classes, triggers, and Visualforce pages to deliver scalable applications and customer portals for upstream oil & gas operations.

Built and optimized complex data queries using SOQL/SOSL to enable efficient data retrieval and reporting.

Implemented advanced Salesforce features (reports, dashboards, analytic snapshots, integrations) to streamline business processes and improve visibility.

Integrated Google Analytics with Salesforce, enhancing executive reporting and user behavior insights.

Led unit testing and managed deployments via change sets across sandbox and production environments, ensuring high-quality releases.

Acted as backup Scrum Master, supporting agile ceremonies, sprint planning, and team coordination.

THE ROSE DIAGNOSTICS – HOUSTON, TX June 2008 to June 2015

Development Systems Manager – Salesforce Administrator

Led enterprise-wide database transformations, successfully migrating and consolidating legacy systems (Penrad, Medic, MS Access) into Salesforce and SQL Server platforms, improving data accessibility and operational efficiency.

Drove implementation and administration of Salesforce (15+ users), delivering customized workflows, reports, and dashboards that enabled faster, data-driven decision-making across departments.

Spearheaded multiple database conversion projects (Access Convio Common Ground SQL Server/Raiser’s Edge), ensuring seamless transitions with minimal data loss and downtime.

Improved reporting accuracy and turnaround time by developing automated reporting processes and advanced data analysis tools (Excel, VBA, Apsona).

Designed and implemented cross-system integrations, enabling reliable data exchange between applications and reducing manual data entry.

Partnered with leadership and cross-functional teams to deliver critical data insights that supported executive decisions, grant reporting, and operational planning.

Strengthened data integrity and compliance by implementing validation processes, monitoring data quality, and optimizing database performance.

Increased team productivity by streamlining workflows, documenting best practices, and supervising staff responsible for data and reporting operations.

Evaluated and deployed Salesforce AppExchange solutions, expanding system capabilities and improving user efficiency.

UT School of Public Health, Houston TX

MPH, Biostatistics

SIR SYED UNIVERSITY OF ENGINEERING AND TECHNOLOGY,

Bachelor of Science, Computer Engineering Major GPA: 3.85

Salesforce Certified Service Cloud Consultant

Salesforce Certified Sales Cloud Consultant

Salesforce Certified Platform App Builder

Salesforce Certified Platform Developer I

Salesforce Certified Administrator

IT OPERATIONS MANAGER

NAAILA SAMI

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