Gabe Sanchez
SAINT JOHN,IN
Summary
Results-driven Salesforce architect with a proven track record in designing scalable CRM solutions and integrating complex systems. Expertise in optimizing cloud-based architectures to enhance productivity and task efficiency. Strong communication and strategic planning skills ensure alignment with business objectives, maximizing ROI through innovative Salesforce implementations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Salesforce Architect
Coates Group
Chicago, United States
02.2025 - Current
- Led end-to-end architecture and governance of Salesforce ecosystem for enterprise CRM transformation in North America.
- Owned platform strategy for Service Cloud, Field Service, and custom applications, ensuring scalability and security.
- Designed and implemented complex integrations between Salesforce and external systems using REST APIs and OAuth.
- Drove cross-functional collaboration among business stakeholders, SI partners, and engineering teams to align technical design with business objectives.
- Oversaw data model design, architecture sharing, and permission strategy to ensure compliance and performance at scale.
- Mentored administrators and architects while establishing best practices for scalable solution delivery.
System Architect
Coates Group
Chicago, United States
04.2023 - 02.2025
- Design and implement scalable Salesforce solutions that align with Coates business objectives, ensuring optimal performance and user experience.
- Develop robust integrations between Salesforce and other critical systems, such as ServiceNow, to facilitate seamless data exchange and workflow automation.
- Create and manage workflow rules, process automations, and custom flows within Salesforce to streamline operations and enhance user efficiency.
Technical Business Analyst
Coates Group
Chicago, United States
10.2020 - 04.2023
- Automated internal systems to enhance efficiency for support teams in US and Canada.
- Leveraged Salesforce for process improvements and end-to-end integrations with external systems.
- Analyzed business requirements to drive software development and process enhancement.
- Developed detailed documentation outlining business processes and system functionality.
- Facilitated stakeholder meetings to gather insights and validate project requirements.
- Supported training sessions for end-users on new system features and updates.
- Conducted gap analysis between existing systems and proposed changes, identifying areas for improvement.
Technical Support Engineer
Coates Group
Chicago, United States
11.2019 - 10.2020
- Conducted deep analytical troubleshooting for complex tech issues within defined SLA.
- Collaborated with internal operations and content teams to resolve escalated tickets.
- Reviewed and escalated bugs and defects, partnering with development teams for resolutions.
- Maintained strong customer rapport through timely and effective communication.
- Contributed to documentation efforts to enhance Coates knowledge base.
- Proactively monitored latest technologies relevant to Coates products and underlying systems.
- Tested and maintained hardware devices, including basic assembly and software installation.
- Developed manuals and knowledge articles for both internal and external stakeholders.
Information Technology Help Desk Manager
Entertainment Cruises Inc.
Greater Chicago Area
11.2017 - 11.2019
- Oversee all requests, incidents, and problems for the corporate office structure.
- Manage schedules and rotation for Tier 1 team
- Manage urgent and high level incidents while determining root cause analysis and communications to our company
- Provide reporting of KPI's IT leadership
- Oversee Solutions and knowledge transfer to the Tier 1 team
- Advise team on best practices and guidance on handling escalations
- Implement best practices for laptop procurement and deployment
- User account management in major systems such as AD, Okta, Office 365, and Salesforce
- Administration in Active Directory, Microsoft Office 365, Okta, Cisco CUCM, Cisco UCCX, Cisco QM, Cisco Meraki, SharePoint, and Microsoft Teams.
IT Analyst I
Entertainment Cruises Inc.
Chicago, IL
09.2012 - 11.2017
- Provided exceptional customer service through phone, email, and in-person interactions.
- Resolved incidents and requests while documenting actions in Freshservice.
- Administered user access and permissions in Active Directory and Exchange environments.
- Configured and deployed user laptops and desktops to ensure optimal performance.
- Acquired knowledge of organizational software and hardware to enhance support capabilities.
- Oversaw preventative maintenance for workstations, printers, and company equipment.
- Supported various systems including Cisco Meraki, Aloha, Salesforce, among others.
Help Desk Specialist
Entertainment Cruises Inc.
Chicago, United States
05.2012 - 09.2012
- Served as primary point of contact for technical support organization-wide.
- Triaged incoming tickets, prioritizing issues by urgency and business impact.
- Assisted users with password resets, account lockouts, and access troubleshooting.
- Escalated complex technical issues to tier 2/3 teams as required.
- Supported onboarding and offboarding processes for employees.
- Maintained accurate documentation of recurring issues and their solutions.
- Provided remote support utilizing screen-sharing and remote desktop tools.
- Tracked hardware inventory and managed asset documentation.
Technical Support Specialist
Intuit
Remote
01.2011 - 07.2012
- Assisted customers who are working on their tax return with both product/software inquiries, as well as with tax questions and calculations via phone, remote, and chat support tools.
- Applied defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries.
- Provided technical support for software products and services.
- Educated customers on software features and best practices.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Web designer/developer
Freelance Web Developer / Designer
Remote
01.2010 - 01.2012
- Designed user-friendly websites tailored to diverse client specifications and industries.
- Created mockups for web and mobile applications using Sketch and Adobe XD.
- Developed branding elements for consistent visual identity across all sites.
- Utilized Bootstrap and JavaScript to enhance mobile-friendly design features.
- Managed HTML/CSS wireframing, server operations, WordPress domain management, and email hosting.
- Collaborated with clients to gather project requirements and preferences effectively.
- Delivered stunning websites by integrating client feedback throughout the design process.
Customer Service Specialist
AT&T
Remote
10.2009 - 05.2011
- Addressed customer inquiries regarding products and services, identifying problem areas for resolution.
- Utilized various systems to initiate customer service and enhance user experience.
- Maintained comprehensive knowledge of all company products, services, and promotions.
- Recommended modifications to services based on customer needs and feedback.
- Processed purchases of products and services using operational systems.
- Administered system functions for opening, closing, and balancing procedures in compliance with finance guidelines.
- Executed additional duties as assigned to support operational efficiency.
Education
Some College (No Degree) - Business Administration and Management, General
Indiana University-Northwest
Gary, INSkills
- Technical design authority
- Platform governance
- Solution design review
- Mentorship and team development
- Digital transformation delivery
- Salesforce service cloud
- Salesforce field service (FSL)
- Enterprise CRM strategy
- Data model design
- Permission and security architecture
- Integration architecture (REST OAuth)
- Integration and automation
- MuleSoft integration platforms
- Microsoft Power Automate
- Workflow automation and flow builder
- Cross-system data architecture
- Leadership and strategy
Certification
- Crystal Reports XI - Level I
- Writing Queries Using Microsoft SQL Server 2008 Transact-SQL
Timeline
Salesforce Architect
Coates Group
02.2025 - Current
System Architect
Coates Group
04.2023 - 02.2025
Technical Business Analyst
Coates Group
10.2020 - 04.2023
Technical Support Engineer
Coates Group
11.2019 - 10.2020
Information Technology Help Desk Manager
Entertainment Cruises Inc.
11.2017 - 11.2019
IT Analyst I
Entertainment Cruises Inc.
09.2012 - 11.2017
Help Desk Specialist
Entertainment Cruises Inc.
05.2012 - 09.2012
Technical Support Specialist
Intuit
01.2011 - 07.2012
Web designer/developer
Freelance Web Developer / Designer
01.2010 - 01.2012
Customer Service Specialist
AT&T
10.2009 - 05.2011
Some College (No Degree) - Business Administration and Management, General
Indiana University-Northwest