Summary
Overview
Work History
Education
Skills
Proficiency
Advisory Roles
Certification
Volunteering
Languages
Timeline
Generic
Ruben Smith

Ruben Smith

Enterprise Systems Architect
Parkland,FL

Summary

Cloud-based, enterprise application professional bringing over 25 years of experience as an operations and management leader with extensive hands on experience with various ERP/CRM/BI/LIMS along with ETL/middleware systems. Heavy background in Client Services, Customer Success and Sales with an emphasis on enablement and empowerment.
Focusing on cloud based, platform and software as a service (PaaS) (SaaS) tools such as Salesforce, Netsuite, Oracle, Dell Boomi, Mulesoft and Jitterbit to build and implement flexible and simple business tools. Known for empowering while training, saving time, and providing a return on investment.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Head of Technology & Services

uLab Systems
01.2020 - Current
  • Designed system architecture allowing company to scale for global growth
  • Implemented highly-configurable, global Salesforce.com instance
  • Deployed NetSuite ERP Finance/Manufacturing modules with multi-subsidiary model
  • Integrated Dell Boomi ETL Middleware with microservice billing & quoting engine
  • Built custom IVR/CTI integration allowing customers to be routed to their clinical team by area code
  • Created DocuSign/SFDC integration for global contract management
  • Architected and installed a dynamic pricing, discount & promotional management system between various business systems and customer facing software
  • Designed corporate-wide electronic Quality Management System on Force Platform
  • Launched and maintained Direct to Consumer management system with lead management capabilities
  • Development multi-tenant CRM integration on a single platform allowing various business units to interact cohesively
  • Managed team of cross functional leads and developers across various Agile projects using Jira Project Management software
  • Engineered Salesforce queue management system for artwork, digital tech, and clinical advisory teams
  • Administered deals with various enterprise level applications, saving company over 1 millions dollars in contract subscriptions
  • Designed new database schema providing streamlined data-model for evolving business needs
  • Hired and managed many crucial roles from personal network: SQA Director, Manager of Client Services, Director of Development Ops, Principal SRE, Head of Portal Engineering and Director of Cloud.

Partner

Andreessen Horowitz
03.2019 - 12.2019
  • Econfigured system architecture with designs for cloud based interaction
  • Established firm-wide Center of Excellence, providing thought leadership on strategic Salesforce platform best practices
  • Documented, trained, and initiated changes to existing processes
  • Implemented Atlassian's Confluence and JIRA systems to allow for standardization and accountability across multi-functional operations
  • Evaluated and recommended necessary standardization and upgrades and to existing APEX-heavy Salesforce platform
  • Administrated and streamlined company's Salesforce CRM application
  • Created various custom business processes, rules, and validation
  • Initiated Limited Partner CRM allowing for upstream private investor interaction and reporting.

Director Sales Operations/ IT CRM Enterprise Business Platform

Guardant Health
03.2015 - 03.2019
  • Integrated Salesforce.com as System of Record for downstream enterprise software applications
  • Leveraged existing IT framework system for better data visibility and system integration
  • Excellent knowledge in customizing standard and custom objects, custom reports & dashboards, custom formulas, field dependencies, relationships, validations, workflows, etc
  • To meet business requirement
  • Member of strategic core team which implemented highly customized Oracle ERP for Finance and Supply Chain departments
  • Built custom interface to allow customer-facing teams to send pre-filled documents to customers, increasing efficiency by 75%
  • Facilitated integration between Salesforce and Pardot Marketing Automation
  • Implemented low-cost middleware solutions to connect stand alone business systems
  • Cut licensing cost by 30% while increasing user base by 150%
  • Core member of various enterprise system implementation teams
  • Effectively managed operations for 150+ customer-facing CRM users while commercialization soared 70x over 36 months
  • Planned and conducted business elicitation meetings with department leads to collect functional and non-functional requirements relating to individual CRM/ERP demands
  • Provided visualization via dashboards/KPIs for each corporate level management team
  • Facilitated/moderated continuous improvement/continuous integration following best practice software development lifecycle
  • Designed various types of email templates and alerts designed to increase confidence and knowledge within sales and marketing department
  • Prepare training material and provide in person training, and training via web conferencing.

Enterprise IT Management/ Customer Service Manager/Salesforce Developer

Sonitus Medical
06.2012 - 01.2015
  • Built backend reporting packages and dashboards using Salesforce.com reports to provide executive team and management view of overall company performance
  • Led operational preparation for introductions of products and programs, anticipating customer needs for maximal volume and minimal interruptions
  • Lead team of support & reimbursement personnel during company growth phase
  • Successfully migrated ERP system from Salesforce.com to QAD and prepared company for middleware integration
  • Leveraged previous start-up expertise to successfully train all customer facing personnel
  • Managed pipeline of over 3500 patients and closed close an average of $120,000 worth of orders per month over 24 months
  • Handled Salesforce.com administration/configuration, daily support & maintenance, and reporting analytics for Sales and Support teams
  • Generated workflow and validation rules
  • Managed all user profiles, and marketing campaigns
  • Created all custom objects and formulas as business processes changed
  • Mastering complex clinical concepts quickly to enable fluid conversations with clinicians, patients, and payers.

Enterprise Systems Specialist, CS Lead

InSound Medical
07.2009 - 11.2011
  • Implemented new process that allowed for electronic storage and indexing of patient data in compliance with HIPAA
  • Lead team of Tech Support and Customer Care personnel (12 employees) during exponential company growth phase
  • Streamlined procedures for all incoming transactions within CRM and SAP/ERP systems with Customer Service dept
  • Routinely reported and analyzed inventory for over all national providers (~25000 units monthly), adjusting par levels as needed
  • Continuously analyzed communication between corporate database servers and 1000+ end user hardware interfaces
  • Supported both external and internal customers with technical software installation, upgrade, and troubleshooting
  • Effectively trained all customer-facing employees on new software interface
  • Carried out proposals that affected overall dept bottom line, decreasing operating costs
  • Lead alpha & beta testing group through series of enhancements that resulted in cleaner processing of invoices to providers
  • Took lead supervisory role between company and customer during product recall, maintaining compliance with FDA
  • Trained and maintained external database interface software to allow for quicker gathering of patient data.
  • Developed comprehensive documentation outlining system architecture, functionality, and troubleshooting procedures.
  • Modeled system usage patterns to determine training protocols and educational material guidelines.

Pharma Systems Discovery Tools Specialist

Symyx Technologies Inc.
03.2008 - 12.2008
  • Exceeded quarterly quotas and goals in consumer retail sales by 20%
  • Increased profit margin by 25% as result of system surveys and process streamlining
  • Provided 'single point of entry' control of all customer service issues received via email, automated system, telephone, and email
  • Analyzed current trends to help lead proactive solutions to common field issues.

Country Manager - Spain

Align Technology (Invisalign)
01.2001 - 01.2007
  • Led in design, development, implementation, and facilitation of training programs for all customer-facing departments in U.S., Costa Rica, Europe, Asia, and Australia
  • Coached and developed over 500 customer/technical/sales support representatives, territory managers, marketing and program managers and executives
  • Handled Salesforce.com administration/configuration, daily support & maintenance, for Sales and Support teams
  • Increased market share within Spain by 25% in 6 months by implanting new and innovative customer loyalty programs
  • Increased employee satisfaction by streamlining processes and implementing Salesforce CRM
  • Supervised, lead, and delegated design and maintenance of company related Knowledge Base for global use as main information repository
  • Created 'one-call resolution' culture for support departments through interactive and intuitive training and coaching programs
  • Oversaw various department statistics and reporting.

Education

Associate of Arts - Music

Ohlone College
Fremont

Skills

  • Enterprise Applications Architecture
  • Business Systems Intelligence
  • Automation & Implementation Engineering
  • Data Strategy/Analysis/Visualization
  • Manufacturing/Finance System Design
  • CRM/ERP/ETL Integration
  • Project Management/Scrum/Agile
  • Business Development & Leadership

Proficiency

Highly developed and certified CRM/ERP/ETL professional with extensive clinical and commercial business and sales process knowledge. Driven by the prominent desire to improve SDLC processes and user interface systems. Robust experience with health, marketing, financial, retail/commerce & medical device verticals. Broad proficiency with various ERPs: NetSuite, Oracle, QAD, J.D. Edwards, SysPRO, DataSweep. CRMs: Salesforce, Zoho, JDEdwards, Microsoft. QMS: Master Control, DotCompliance. Database systems: AWS RDS, mySQL, XML, SQLite. Project Management: Jira, Confluence, Pivotal Tracker, Agile, Scrum. Methodologies & regulations: HIPAA, FDA, CFR 21 Part 11, CLIA, AKS, Stark Law, EMTALA, DTC/B2B/B2C

Advisory Roles

  • United Techno - Solution engineering for companies in digital transformation phase.
  • Young Enterprise Solutions - Pro-bono Salesforce consulting for very early-stage start-ups.

Certification

  • Salesforce Solution Architecture
  • Boomi, Atomsphere Admin
  • NetSuite, Administrator
  • JDEdwards CSMS Administrator
  • Business Systems Integration

Volunteering

Lead coordinator for Marjory Stoneman Douglas High School marching band and Florida Panthers arena concessions. 

Languages

Spanish
Native or Bilingual

Timeline

Head of Technology & Services

uLab Systems
01.2020 - Current

Partner

Andreessen Horowitz
03.2019 - 12.2019

Director Sales Operations/ IT CRM Enterprise Business Platform

Guardant Health
03.2015 - 03.2019

Enterprise IT Management/ Customer Service Manager/Salesforce Developer

Sonitus Medical
06.2012 - 01.2015

Enterprise Systems Specialist, CS Lead

InSound Medical
07.2009 - 11.2011

Pharma Systems Discovery Tools Specialist

Symyx Technologies Inc.
03.2008 - 12.2008

Country Manager - Spain

Align Technology (Invisalign)
01.2001 - 01.2007

Associate of Arts - Music

Ohlone College

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Ruben SmithEnterprise Systems Architect