• Lead the design, configuration, and continuous improvement of Salesforce Service Cloud for global customer operations • Serve as the functional and strategic owner of Service Cloud capabilities — including Case Management, Entitlements, Knowledge, CTI, Omni-Channel, and more • Translate complex business requirements into scalable, best-practice Salesforce solutions • Drive the development of advanced case routing, SLA automation, and escalation workflows • Optimize and expand self-service, knowledge base, and community support channels • Champion the use of Einstein features, including bots, recommendations, and analytics for smarter service delivery • Collaborate with Product, Engineering, Customer Care, and IT to ensure roadmap alignment and delivery • Act as a lead analyst and mentor to junior BSAs and support team members • Develop and maintain dashboards, health checks, and KPI reports to track performance and outcomes • Support and contribute to omnichannel service strategies (chat, phone, email, social) • Evaluate and implement 3rd party solutions and Salesforce managed packages to extend platform functionality • Own change management, documentation, testing, and training to support end-user adoption • Stay ahead of Salesforce platform innovations and drive proof of concepts (POCs) to evaluate potential impact

• Binary Reverse Engineering: Analyze ECU/TCU/PCM firmware binaries, performing manual hex deconstruction and implementing custom checksum (CRC) calculations. • Protocol Mastery: Troubleshoot and implement communication stacks for UDS (ISO 14229), J1939, and OEM-specific protocols across diverse vehicle platforms. • Traffic Analysis: Analyze CAN logs and use sniffer tools such as Vehicle Spy, PCAN, or CANalyzer to diagnose complex communication and timing issues. • Firmware Collaboration: Review C code and collaborate with embedded developers to assist with firmware-related problem-solving and secure bootloaders.

• Help simplify, scale, and support HRIS system — Workday • Partner closely with People Operations, Talent, Finance, Payroll, and other internal stakeholders to analyze technology and process gaps • Design solutions, implement technology, and support launches • Act as the functional subject matter expert for Absence, Benefits, Payroll, and Time Tracking • Drive configuration, process improvements, and end-to-end system support • Troubleshoot complex system issues and coordinate resolutions across HRIS, Payroll, and integration partners • Perform data audits, monitor integration feeds, and ensure data integrity across systems • Manage bi-annual Workday releases, evaluating feature updates, testing new functionality, and recommending adoption strategies

• Serve as the System Administrator and primary subject matter expert for NetSuite, leveraging core NetSuite functionalities to manage system configurations, user roles and permissions, standard records, custom records, fields, forms, and overall application governance. • Design, implement, and support core finance systems, including NetSuite and integrations with Salesforce, Coupa, and Zuora. • Participate in system upgrades, new feature rollouts, and ongoing platform optimization, including involvement in large-scale system implementations or migrations. • Ensure financial data integrity, compliance, and system reliability across all finance platforms. • Design, develop, and maintain NetSuite SuiteScripts (Suitelets, User Event, Client), workflows (SuiteFlow), and custom searches/reports to meet complex business requirements. • Proficiency in SQL, scripting, and data analysis for troubleshooting, reporting, and process automation. • Collaborate with cross-functional teams (Finance, Accounting, Engineering, Product) to gather requirements and deliver scalable, compliant solutions. • Troubleshoot, resolve, and document system issues, enhancements, and process improvements across the financial stack. • Support SOX compliance and change management processes for all finance systems, ensuring alignment with audit requirements. • Maintain technical documentation, data flows, and configuration standards.