Roy Grossman

Reviewed and designed major improvements to an existing mature Salesforce site. Upgraded security from a grading of Poor to Excellent and analyzed technical debt to develop a remediation plan.

Reviewed and designed major improvements to an existing mature Salesforce Non-Profit Cloud site. Recruited and trained new Salesforce Administrators.

Reviewed and designed major improvements to existing mature Salesforce sites. Analyzed and remediated technical debt, trained on security best practices, and mentored consultants and developers.

Instrumental in winning a major Insurance client. Reviewed and designed improvements to Salesforce sites, managed flow improvements, conducted UAT, and led a successful Proof of Concept for a manufacturing firm.

Implemented a Field Service Lightning Salesforce Instance. Designed and implemented multiple Salesforce instances for small to mid-size businesses.

Developed and implemented an internal Salesforce based collections application for state and local government. Designed and implemented a proof of concept Salesforce system for a child welfare agency.

Implemented SpringCM to manage contract life cycle with clients. Received certification in SpringCM Contract Management Lifecycle Software.

Participated in requirements gathering workshops to map new processes and customer journeys. Documented and analyzed data and developed Sprints in an Agile environment for a Salesforce conversion project.

Participated in requirements gathering workshops to map new processes and customer journeys. Developed Knowledge solutions and architected Service Center Solutions with Entitlement Processes, Milestones, and SLAs.

Led key stakeholders in mapping as-is and to-be business processes before leveraging Salesforce configuration. Directed Salesforce roadmap initiatives that automated operations and increased productivity.

Designed and created a Salesforce solution to track team members' preparations including passport acquisition and immunizations. Created a structure using Salesforce native CRM and custom objects.

Managed 10 troubled projects and external and internal service teams, serving as project manager, team leader, and sole configurator. Trained internal team members and onboarded offshore teams.

Gathered business requirements across multiple departments. Implemented Rightnow Technology Software and Salesforce solutions, including integration with Oracle Bus and web front end for Promo Codes.

Bachelor of Arts in Management of Information Systems from Ottawa University.