2026 08 02 04 MIKE MACLEOD Salesforce Program Manager - Revised Resume

MIKE MACLEOD
Senior Salesforce Program Manager, Financial Services Technology Delivery
[email protected] | 647-980-7639 | Toronto, Ontario, Canada
SUMMARY
● 1.5 years’ direct, technical experience with ATB’s Toronto CRM, functioning as main point of contact for Tier1financial, who 
were their CRM vendor. 
● 15+ years leading technology programs on the Salesforce plaGorm, including 8+ years of dedicated hands-on 
Salesforce delivery across Sales Cloud and Service Cloud implementaJons for financial services clients. 
● Proven dual-capacity delivery leader: equally comfortable running day-to-day project schedules, budgets, and 
deliverables and architecJng the governance frameworks that keep mulJ-year programs on track. 
● Completed a technology debt inventory and remediaJon roadmap for a major Canadian bank, and built JIRA-
Salesforce reporJng and execuJve dashboards that improved delivery governance and gave leadership early visibility 
into risk. 
● Delivered Phase 1 of a $3.1M enterprise CRM rollout on schedule and on budget across an 18-month engagement 
supporJng 1,800 users, and moved a flagship banking client engagement from RED to GREEN status within weeks. 
● 8+ years' JIRA experience integraJng with Salesforce for unified reporJng and customer-facing dashboards, plus 2 
years delivering AnJ-Money Laundering soaware and analyJcs built on Alessa. 
● Salesforce CerJfied Administrator and CerJfied PlaGorm Developer I (DEV 401), cerJfied 2012. PMP cerJfied 2026. 
● Strong senior stakeholder and vendor accountability: experienced aligning business leaders, technical teams, and 
third-party partners under a single delivery standard. 
CORE COMPETENCIES 
PROFESSIONAL EXPERIENCE 
Senior Project Manager Oct 2024 – Jul 2025 
HSS Business Solu,ons | Toronto, ON 
● Built JIRA queries and dashboards that improved delivery governance by surfacing open items from past sprints and 
flagging work at risk of running long, giving leadership early visibility into delivery risk. 
● Delivered an AI-powered Salesforce case-close automaJon using predicJve analyJcs, saving 80 hours of labour per 
week. 
● Delivered a custom Salesforce customer portal integrated with a JDE inventory and supply system, saving customer 
service reps an average of 10 hours per rep per week. 
● Designed and delivered an end-to-end Pardot implementaJon, including backend configuraJon and a complete 
campaign build covering markeJng emails, landing pages, and lead scoring. 
● Gathered business requirements from partners, SMEs, architects, and engineers and translated them into technical 
user stories and acceptance criteria. 
Program Governance & 
Delivery 
● End-to-End Program 
Lifecycle 
● Governance Framework 
Design 
● Delivery Standards & 
CoE PracJces 
● Risk & Issue EscalaJon 
● ExecuJve & Steering 
Commihee ReporJng
Salesforce PlaOorm 
● Sales Cloud 
● Service Cloud 
● Salesforce 
AdministraJon 
● Salesforce Flow 
● System IntegraJon
Banking & Financial Services 
● Enterprise CRM 
Delivery 
● AML Compliance 
(Alessa) 
● Complex Customer Data 
Structures 
● Technology Debt 
RemediaJon 
● Regulatory-Aware 
Delivery
Stakeholder & Vendor 
Management 
● Cross-FuncJonal 
Alignment 
● Vendor Accountability 
● Client & User 
Onboarding 
● Agile / Scrum 
● JIRA, MS Project, 
SharePoint
Senior Project Manager Jul 2018 – Feb 2024 
Tier1 Financial Solu,ons | Toronto, ON 
● Completed a technology debt inventory for a major Canadian bank and delivered a remediaJon roadmap. 
● Delivered Phase 1 of a $3.1M enterprise CRM rollout on schedule and on budget across an 18-month engagement 
supporJng 1,800 users. 
● Built a custom JckeJng system for Barclays, the firm's flagship client, to track configuraJon changes, customizaJons, 
and enhancement requests, giving the client's team the visibility needed to prioriJze their own requests. Moved the 
engagement from RED to GREEN status within weeks. 
● Delivered 2 years of AnJ-Money Laundering soaware and analyJcs built on Alessa, taking on projects that had already 
exceeded scope, budget, and schedule, and closing them cleanly with client sign-off and minimal addiJonal effort. 
● Designed and delivered dynamic customer-facing dashboards powered by custom queries, giving clients real-Jme 
visibility into project status. 
● Connected JIRA Jckets to Salesforce cases, allowing clients to track progress through JIRA while the internal team's 
Salesforce cases remained undisturbed, maximizing the value of both systems. 
● Served as Scrum Master, running daily stand-ups, sprint demos, and Agile ceremonies, and mentored junior team 
members on delivery quality. 
Senior Salesforce Admin / SoluXon Architect Jan 2016 – Jun 2017 
MASS Engines | Toronto, ON 
● Delivered SFDC markeJng automaJon soluJons and Eloqua integraJons for projects up to $1.8M. 
● Diagnosed and resolved leaks in the client's sales and markeJng funnel, improving lead intake by 30%. 
● Completed a full data migraJon from an acquired company into the client's Salesforce instance and migrated legacy 
users to an enhanced Partner Community, saving the client $20,000 in license costs. 
ADDITIONAL EXPERIENCE 
● Salesforce Business Analyst | YP , Toronto, ON 
● Salesforce Admin and Analyst / Consultant | Afilias, Toronto, Canada Area 
● SoluJon Architect (Contractor) | Research and InnovaJon Centre (RICC), Mississauga, ON 
● Salesforce ADM 201 and DEV 401 Trainer | Microskills (Contractor), trained 250+ students 
● Salesforce Project Manager | Independent Contractor, Toronto, ON 
● Salesforce Admin / Project Manager | TigerTel, Halifax, Nova ScoJa 
EDUCATION 
B.Sc., Dalhousie University 
Dec 1988 – Dec 1992 
CERTIFICATIONS 
● PMP CerJficaJon (2026) 
● Salesforce CerJfied Administrator (2012) 
● Salesforce CerJfied PlaGorm Developer I / DEV 401 (2012) 
● Python CerJficaJon (In Progress), Coursera 
● Unix System AdministraJon CerJficate, Dalhousie University (2009) 
TECHNICAL SKILLS 
Salesforce, Sales Cloud, Service Cloud, Salesforce AdministraJon, Salesforce Flow, DeclaraJve AutomaJon, Lightning, JIRA, MS 
Project, SharePoint, Data MigraJon, Data Governance, Reports & Dashboards, System IntegraJon, Pardot, Eloqua, Python, 
Microsoa Excel, Microsoa 365 
BUSINESS ANALYSIS & METHODS 
Requirements elicitaJon, Business requirements gathering, Governance framework design, Process mapping (as-is / to-be), 
Impact analysis, Stakeholder management, Vendor management, UAT / test execuJon, Client & User Onboarding, 
DocumentaJon & BRDs, PresentaJon & demos, Agile, Scrum, Waterfall, Soaware Development Lifecycle (SDLC), AnJ-Money 
Laundering compliance delivery, Budget, schedule and risk management