Translating Customer Needs into Technical Solutions
Customer Success & IT Support professional with 7+ years of experience in SaaS implementations, Salesforce administration, and cloud fundamentals (AWS/Azure). Skilled in gathering requirements, translating customer needs into technical solutions, and supporting end users through onboarding, training, and troubleshooting. Agile/Scrum certified and currently advancing full-stack development skills to expand technical contributions and deliver impactful solutions.
Experience
Implementation & Program Manager, Storytelling Arts Inc. — Fully Remote — 2023-Present
Lead strategic planning and operational management for a New Jersey arts nonprofit, overseeing program development, stakeholder relations, and budgeting.
Direct a team of 9 staff and a 6-member volunteer board, driving alignment with organizational objectives and ensuring efficient execution of initiatives.
Design and deliver scalable, measurable educational programs to enhance operational efficiency and program impact.
Key Achievement: Secured a $63,000 multi-year grant from the NJ State Council for the Arts, ensuring long-term financial sustainability and supporting program expansion.
Salesforce Implementation Analyst, Deloitte Digital — Fully Remote — 2022-2023
Delivered agile Salesforce implementations across the Software Development Life Cycle (SDLC), managing stakeholder requirements and aligning solutions with business goals.
Facilitated requirements gathering sessions, created user stories, and worked with offshore teams to ensure technical solutions met user needs.
Utilized Jira, Confluence, and MS Project to manage project workflows, track progress, and ensure timely delivery of milestones.
Led User Acceptance Testing (UAT) sessions and conducted end-user training to drive adoption and client satisfaction.
Key Achievement: Improved sprint efficiency by refining user stories and acceptance criteria, reducing rework and increasing developer velocity.
Director of Operations & Data Systems, Foundation for Art & Healing — Fully Remote — 2014-2021
Oversaw financial management, human resources, and daily operations, ensuring compliance, budget optimization, and organizational efficiency to support mission-driven initiatives.
Adapted and scaled administrative operations to support the organization's growth from a $50,000 to a $1 million budget, optimizing financial management, HR processes, and operational infrastructure.
Key Achievement: Directed the migration of the donor database to Salesforce, improving accessibility and streamlining data management processes.
Core Skills
Education
Hackbright Academy – Software Engineering Certificate, Full-Stack Development (Jan 2025 – Jul 2025)
Bootcamp covering Python, JavaScript, SQL, Agile, Git, and full-stack web application development.
CBT Nuggets – Ongoing IT Training (Dec 2026)
Courses: CompTIA A+, Network+, Security+, Microsoft Azure Fundamentals (AZ-900), AWS Cloud Practitioner.
Seton Hall University – MPA, Public Administration
Volunteering
UX Research Guild: Bookkeeper