Career

Experience

Enterprise platform ownership, global people leadership, secure architecture, and hands-on delivery across business applications, customer experience, and open source.

Leadership and platform focus

  • Business applications leadership: Portfolio strategy, roadmaps, global delivery, hiring, coaching, performance management, vendor relationships, licensing, and budget participation.
  • Salesforce platform ownership: Sales, service, quote-to-cash, customer and partner experience, architecture, administration, development, integrations, security, and modernization.
  • Architecture and governance: Enterprise architecture, least privilege, separation of duties, identity and access management, third-party risk, incident prioritization, and secure integration design.
  • Hands-on engineering: Python, REST APIs, Apex, Flow, Lightning Web Components, SQL, Bash, cloud services, automation, DevOps, and open-source package development.

Career progression

Manager, IT Business Applications · RSA Security

February 2022–August 2026 · Remote

Owned RSA's Salesforce ecosystem and connected application portfolio supporting sales, service, quote-to-cash, customer and partner experience, and internal operations. Led approximately 15 developers, administrators, architects, and analysts across the United States, Egypt, and India.

  • Jointly led the consolidation of multiple AWS-hosted customer applications into Salesforce Experience Cloud, saving more than $150,000 annually.
  • Led a Khoros-to-Salesforce Experience Cloud migration that saved approximately $130,000 annually.
  • Drove technical-debt reduction across hundreds of Apex classes and triggers, legacy automation, and access controls.
  • Managed Salesforce strategy, licensing, renewals, roadmaps, delivery, and incident prioritization while remaining hands-on with Salesforce, Python, APIs, and DevOps.

Team Lead & Senior Administrator, RSA Link · RSA Security

September 2017–March 2022 · Draper, Utah

Led strategy, administration, architecture, and delivery for the company's customer support portal, online community, and knowledge experience while directing a global team.

  • Increased online support-case submission from approximately 24% to over 70% through expanded case management, knowledge discovery, and self-service.
  • Led platform migrations, business-unit separation, and rebrands while architecting Python, Bash, and PHP automation around REST APIs, SQL, and RabbitMQ.

Senior Social Engagement Manager & Technical Support Engineer · RSA Security

December 2013–September 2017 · Draper, Utah

Helped implement RSA Link, led knowledge-management practices and subject-matter experts, partnered with Salesforce teams, and previously supported complex NetWitness security analytics and SIEM issues.

Technical Support Engineer / FAST VP SME · EMC / Dell Technologies

June 2012–January 2014 · Draper, Utah

Served as a global escalation point for configuration, performance, and troubleshooting on Symmetrix enterprise storage systems, including complex and high-severity cases.

Technical Team Lead & Technical Support Representative · Marketecture

May 2011–June 2012 · Orem, Utah

Progressed into team leadership, training new hires, monitoring service performance, coaching technicians, and handling escalations for a small-business SaaS platform.

Education and current credentials

  • Bachelor of Science, Information Technology, Utah Valley University, 2012; concentration in Network Security and Administration
  • Certified Information Systems Security Professional (CISSP), ISC2; valid through June 2029
  • Salesforce Certified Experience Cloud Consultant, 2024
  • Salesforce Certified Administrator, 2023
  • Salesforce Certified Associate, 2023
  • Certified Freshservice Product Expert, 2022

Technology breadth

Salesforce: Experience Cloud, Service Cloud, Sales Cloud, CPQ, Flow, Apex, Lightning Web Components, Visualforce, security, and access controls

Architecture and engineering: Python, REST APIs, AWS EC2, Azure OpenAI, DevOps, Git and GitHub, GitLab, SQL, Bash, PowerShell, enterprise integrations, IAM, HTML, CSS, JavaScript, and Scrum

Platforms: RSA ID Plus and SecurID, ERP and iPaaS integrations, Microsoft 365 Copilot, Microsoft Copilot Studio, Power Platform, Freshservice, Khoros Communities, Jive Software, Jira, Confluence, Twilio SendGrid, Obsidian, and Slack