Business Application Support Analyst Resume Alameda, California - Hire IT People

SUMMARY:

Young and talented Salesforce analyst/administrator with over 2 years of experience in an enterprise setting providing support and implementation changes which impact more than 3,000 users globally. Has a reputation for exceeding assigned tasks and consistently recognized by leadership as an asset and go - to resource for Salesforce. An individual who is passionate in transforming and optimizing business practices through the use of Salesforce automation tools and has a record for delivering consistent quality work.

CORE COMPETENCIES:

Data Management
Change Management
Data Integration
Security and Access
Debugging /
Monitoring
Forecasting
Entitlements /
Milestones
Salesforce Knowledge
Service Cloud / Live Agent
Portal /
Communities
Reports /
Dashboards
Validation & Workflow rules
Approval Processes /
Visual Flow
Visualforce

TECHNICAL SKILLS:

Administration: Salesforce, Jive

Programming Languages: Java, Apex, C, C++

Web Development: Visualforce, HTML, CSS, PHP

Database: Oracle, MySQL

Excellent organizational and time management skills: Experienced and successful in both team and self-directed settings

PROFESSIONAL EXPERIENCE:

Confidential, Alameda, California

Business Application Support Analyst

Responsibilities:

Administered user and data access for various business applications channels including but not limited to Salesforce Service Cloud, Salesforce Customer Portal, Salesforce Community groups, Jive sites, and Wind River Support Network for internal and external users worldwide
Improved and monitored data quality of leads, contacts, and cases object using validation and duplicate rules
Managed lead, support, and entitlement processes to ensure smooth automation of data records using assignment, escalation, auto-response, and workflow rules
Assisted the customer support organization using reports and dashboards to identify and subsequently develop solutions for issues and gaps in service support efforts leading to an increase in NPS and CSAT scores
Worked with various stakeholders to document and update the company’s support operational process leading to successful recertification of the annual SCP certification audit
Assisted with project implementations from sandbox to production environment and control monitoring process related to quality assurance (QA) and user assisted testing (UAT)

Confidential, Alameda, California

Support Analyst

Responsibilities:

Diagnosed and solved product installation and FlexLM licensing issues
Provided internal and external users technical and administrative support for current and legacy business applications
Responsible for creating, reviewing, routing, and reporting support requests to ensure each case completes the normal lifetime as defined by the support process SLA
Worked closely with the business and customer support organization to identify and call-to-action issues impeding an efficient support process

Confidential, Rocklin, California

IT Service Support Operator

Responsibilities:

Operate as service point-of-contact for help-desk, helping to diagnose, troubleshoot, and resolve approximately 40+ tickets per day.
Diagnose, troubleshoot and escalate problems related to backend workstations, servers, POS register hardware/software issues, and investigate and/or resolve complex problems related to recent technology initiatives.

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Business Application Support Analyst Resume

Alameda, CaliforniA

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