Alan

Technical Program Manager/Salesforce Tech Lead

Jan 2023 - Feb 2026 • 3 yrs 1 mo

• Own the BAU work stream for the Platform Engineering team: reviewing incoming business requests, writing detailed story and task tickets for developers and QA analysts, and coordinating change control releases. • Triage and manage all production incidents — large and small — investigating root cause, communicating real-time status updates to business owners and executives, and producing Post Production Incident reports with timelines, impact assessments, and corrective action plans. • Facilitate backlog refinement and stand-ups alongside the Product Owner, answering technical questions to bridge gaps between Salesforce and Oracle SQL systems. • Built and maintain JIRA board infrastructure: automation rules, custom fields, kanban workflows, dashboards, KPI filters, and the company-wide Service Management portal for IT request intake. • Served as primary liaison between business stakeholders and the development team, clarifying requirements, exploring best-practice alternatives, and documenting all Salesforce-to-AWS-to-Oracle SQL integration data flows in Confluence. • Redesigned the SDLC process to align with evolving team structure, documenting backlog-to-deployment workflows and establishing Confluence documentation standards for the entire Application Development department. • Modernized the JIRA Service Management portal based on a systematic analysis of 6 months of ticket patterns, resulting in improved categorization, reduced invalid tickets, and better cross-team reporting. • Performed Salesforce administration: user management, permissions, roles, flows, custom labels, page layouts, and platform event management.

Quality Assurance Manager

Aug 2021 - Jan 2023 • 1 yr 5 mos

• Led end-to-end QA strategy for all project and enhancement work: defining test approaches, outlining scenario coverage, assigning resources, and presenting daily executive status reports with defect ratios and blocker summaries. • Collaborated daily with DevOps, development teams, business analysts, product owners, and executives to review BRDs, prioritize global work, and validate delivered functionality against acceptance criteria. • Coordinated UAT cycles across Finance, Logistics, Marketing, and Customer Support departments; collected stakeholder sign-off before each production release. • Led cross-training initiative to ensure full team coverage across all systems and reduce single points of failure.

Quality Assurance Team Lead

Jan 2017 - Aug 2021 • 4 yrs 7 mos

• Analyzed business requirements for all wireless and Salesforce projects to create testing approaches, risk assessments, and comprehensive test plans — integrating QA and UAT into every sprint cycle. • Coordinated testing sign-off with Call Center, Finance, Fulfillment, and Product teams; managed defect triage and resolution tracking in Jira and ServiceNow. • Led Salesforce back-office launch for 27 countries (global DPI-to-Salesforce migration), coordinating QA and UAT across Latin America, Asia-Pacific, Europe, Korea, and Japan from March to July. • Identified recurring defect patterns across MVNO and e-commerce platforms and recommended process and system improvements to reduce defect reoccurrence.