Charles Onwuka

E

Technical Architect / Program Manager

E2 Development,

Jan 2017 - Current (9 years 8 months)

• Mattel • Caterpillar • PwC • Broadway Plus • Immersive Group • Pepperdine University • Indiana University Health Systems • Amida Care • Confirmed360 Responsibilities: • Served as Technical Architect, Solution Architect and Integration Architect on multiple enterprise level Salesforce Implementations • Led Partner-focused Experience Cloud implementation delivering a digital-first system for referral and commission management • Led the architecture and design of a digital-first renewal process for a state-level Department of Transportation using Government Cloud • Retrofitted existing enterprise org to use Flow Automation in place of Process Builder and Workflow Rules • Expert in Flow Automation and Flow Screen Implementations

C

Solution Architect / Technical Integration Specialist

Caterpillar,

Jan 2016 - Jan 2018 (2 years 1 month)

• Lead Consultant on a ground-up implementation of a Salesforce Partner Community for managing a B2B sales pipeline • Designed solution to meet stakeholder requirements using Salesforce best practices • Designed and implemented a digital-first retailer onboarding platform leveraging Salesforce Experience Cloud as the primary technology • Enabled Single Sign On and Just In Time provisioning for enterprise users • Managed Salesforce integrations with existing enterprise tools including SAP, IBM e-commerce, and custom Identity Management provider • Configured reports and dashboards for senior management. • Developed custom Lead conversion process to extend out-of-box functionality to meet business requirements. • Developed enhanced use

E

Solution Architect / Development Lead

ESRI,

Jan 2015 - Dec 2015 (1 year)

• Implemented Salesforce Service Cloud for use in addressing customer support requests and deflecting future support requests • Improved support agent UI using Lightning. • Enhanced existing call center operation to include case assignment rules • Deployed change sets to previous implementation by testing and developing in a sandbox environment • Configured and customized Salesforce Knowledge for use in a public Knowledge Base • Configured and implemented a Feedback Management Tool to allow users of the public support site to submit actionable feedback on published articles • Documented As-Is and To-Be requirements for the Content Management System • Developed new businesses processes to ensure automation of core workflows whenever

C

Sr. Salesforce Business Analyst / Developer

Catholic Health,

Jan 2014 - Dec 2014 (1 year)

• Carried out regular meetings and walkthroughs with development team members, Project Manager and Quality analyst to better understand system functionality • Conducted JAD sessions with the management, different 3rd party vendors, users, and commercial and other stakeholders for open and pending issues to develop specifications • Used detailed knowledge of application features and functions to assess the scope and impact of business needs throughout analysis and completion of all enhancement specifications for each business partner and cross impacted groups • Documented cross functional requirements and walkthroughs for each system interface team • Built relationship across multiple technology, operations, services, sales, program and

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Sr. Salesforce Business Analyst, Service Cloud Consultant

UPS,

Jan 2013 - Dec 2013 (1 year)

• Performed in-depth analysis of business practices and provided recommendations on ways to improve the processes. • Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings. • Worked on Sales cloud and service cloud. • Experience working on Case Management, captured cases from the company's website and customer emails. • Created case sharing model and assigned cases to users according to the role hierarchy. • Escalated cases according to the case priority • Worked on Auto response rules if customers contacted beyond the business hours. • Created Case Queues which automatically assign cases to a specific user or group of users based on pr

Salesforce Business Analyst / Administrator

SunPower

Aug 2011 - Dec 2012 (1 year 5 months)

• Requirement generation by meeting with the business users. • Create Change Request Document for monthly change releases. • Created Record Types, Page Layouts, Fields, Reports and Dashboards. • Implemented Email2Case for business users depending on the business user request. • Worked on Assignment rules, Auto Response rules. • Worked on Controlling and dependent picklist fields, formula fields. • Created workflow rules, email alerts, field updates. • Modified existing workflow depending on user request. • Created Approval processes, Updated Approval processes, Re-Assign Approvers, Delegate Approval Process. • Troubleshoot user problem requests. • Troubleshoot access issues. • Review impact analysis on new enhancements. • Devel

Salesforce CRM Administrator

SanDisk

Jan 2010 - Jul 2011 (1 year 7 months)

• Requirement generation by meeting with the customer interaction team. • Involved in Salesforce.com application and customized apps to match the functional needs of the client. • Migration of data from Microsoft Excel to Salesforce using Import Wizard. • Created page layouts to organize fields, related list and other details on a record detail and edit page.

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