SUMMARY:

• Team leader with a proven ability to train, supervise, motivate, and evaluate customer service representatives.
• People oriented; enjoy working directly with customers and the general public.
• Excellent end - user support experience.
• Incident Management, Change Management and Administration.
• Experienced with remote log-in and troubleshooting.
• Experience with multiple incident management ticketing systems.
• Knowledge and experienced with networking.
• Self-starter; can be depended on to complete a task under minimal supervision.
• Knowledgeable of the following products including: Computer Hardware and Software installation, Active Directory Stellant, Salesforce, Pivotal CRM, APEX, Dataloader, CRM, End User Encryption, IProcurement, ChangePoint, Workflow Infrastructure, Corporate Script Writing, Training and Development.

COMPUTER SKILLS:

Active Directory Administration, DNIS, ITIL V 1-3, Unix, DRA Administration, Various Remote Monitoring Applications, SAP, Kronos Time Management, SQL, Linux, Siebel, Remedy Ticketing System, E-Commerce, Websphere, Sharefile, Icloud, Dropbox, All Adobe CS, Oracle IProcurement, Oracle Change Management, Oracle Incident Management, Server Monitoring, NOC Monitoring, CRM, RSM, Confidential, ADP, Salesforce.com, Centrify, CyberArk, SailPoint Data Loader, APEX, Chatter, OMS Operating Systems, Beta, Blue Pumpkin Scheduling Tool, Big Hammer Word Perfect 5.0, 6.0, 6.1, 7.0 * Lotus 1-2-3 * Microsoft Office 6.0, 7.0 Excel, Word, Power Point, One Note, Outlook* Windows 95, 96, 97, ME, XP, 7, 3.11, All Window Applications* Excel * Database* Quattro Pro 1, 2, 3

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Administrator

Responsibilities:

• Manage day-to-day execution of defect fixes and enhancement implementations.
• Assists with the planning, tracking, documentation and status updates for Salesforce.com.
• Leverage scrum/agile methodologies to ensure efficient delivery of enhancements.
• Translate business needs into functional requirements that can be understood by a technical resource.
• Coordinate with PB suppliers (on-shore and offshore) to make certain requirements and functional specs are of high quality.
• Perform all work according to the TechCentral architectural standards.
• Ongoing support requests, development and dministrative needs of users for Confidential
• Expert knowledge of Customer Requirements specifically related to Reporting and Functionality
• Develop and maintain Salesforce.com and other integrated applications to ensure continued delivery of innovative, high quality solutions to meet business needs.
• Effectively utilize Salesforce.com to meet all multi-department collaboration, process automation and CRM objectives.
• Optimize individual and team performance related to the usage of Salesforce.com and integrated applications by working across multiple business functions to identify, document, and implement streamlined business processes.
• Administration Stelant, Salesforce Pivotal CRM, APEX
• Custom objects, fields, and formulas in Confidential (Dev, QA and PROD)
• Custom reports and dashboards for Leadership and Analytics
• Validation rules and custom workflow
• Users, roles, security, profiles, sharing rules, etc
• AppExchange products and custom integrations
• Recommend best practices
• Process Discovery and Management
• Work with various functions and end users to identify, document, and communicate standard business processes as they related to defect fixes and enhancements.
• Work with Central Project Team to identify new and creative opportunities to leverage Salesforce to support additional business processes.
• Vendor Management
• Manage outsourced Salesforce.com support partner, and partner work queue.
• Participate in ongoing relationship with Salesforce.com

Salesforce Administrator

Confidential

Responsibilities:

• Manage, motivate, train and coach Help Desk associates provide escalated troubleshooting, repair and escalation of issues affecting the EMEA (England, Middle Europe and Australia) regions IT Services in linewith agreed SLA's via CyberArk
• Manage bug fixes and enhancement implementations.
• Effectively utilize Salesforce.com to meet all multi-department collaboration, process automation and CRM objectives.
• Optimize individual and team performance related to the usage of Salesforce.com and integrated applications by working across multiple business functions to identify, document, and implement streamlined business processes.
• Assists with the planning, tracking, documentation and status updates for the project. Supports 700+ end users. Train and provide Knowledge Base documentation.
• Leverage scrum/agile methodologies to ensure efficient delivery of enhancements.
• Translate business needs into functional requirements that can be understood by a technical resource.
• Coordinate with PB suppliers (on-shore and offshore) to make certain requirements and functional specs are of high quality.
• Perform all work according to the TechCentral architectural standards.

Confidential

System Administrator

Responsibilities:

• Managed implementations and assisted with the planning, tracking, documentation and status updates for the project. 400+ end user support.
• Integration and deployment of Salesforce.com through Sandbox (Dev) QA into Production
• Leverage scrum/agile methodologies to ensure efficient delivery of enhancements. Full migration of Salesforce.com rollout and deployment into Production. Supervise, and train associates of the functions of Salesforce.com and provided and Knowledge base documentation.
• Translate business needs into functional requirements that can be understood by a technical resource.
• Coordinate with PB suppliers (on-shore and offshore) to make certain requirements and functional specs are of high quality.
• Perform all work according to the TechCentral architectural standards.
• Administration Stelant and Salesforce Pivotal CRM
• Ongoing support requests and administrative needs of users
• Effectively utilize Salesforce.com to meet all multi-department collaboration, process automation and CRM objectives.
• Optimize individual and team performance related to the usage of Salesforce.com and integrated applications by working across multiple business functions to identify, document, and implement streamlined business processes.
• Custom objects, fields, and formulas
• Custom reports and dashboards
• Validation rules and custom workflow
• Salesforce.com Administration, Ongoing support requests and administrative needs of users, Custom objects, fields, and formulas, Custom reports and dashboards
• Manage outsourced Salesforce.com support partner, and partner work queue.
• Participate in ongoing relationship with Salesforce.com

Confidential

System Administrator

Responsibilities:

• Responsible for planning, tracking, documentation and status updates for the project. 200+ end user support.
• Integration and deployment of Salesforce.com through Sandbox (Dev) QA into Production
• Leverage scrum/agile methodologies to ensure efficient delivery of enhancements. Full migration of Salesforce.com rollout and deployment into Production. Supervise, and train associates of the functions of Salesforce.com and provided and Knowledge base documentation.
• Translate business needs into functional requirements that can be understood by a technical resource.
• Coordinate with PB suppliers (on-shore and offshore) to make certain requirements and functional specs are of high quality.
• Perform all work according to the TechCentral architectural standards.
• Administration Stelant, Salesforce Pivotal CRM

Confidential, GA

Salesforce/System Admin

Responsibilities:

• Key member of planning, tracking, documentation and status updates for the project for 100+ end user support.
• Integration and deployment of Salesforce.com through Sandbox (Dev) QA into Production
• Leverage scrum/agile methodologies to ensure efficient delivery of enhancements. Full migration of Salesforce.com rollout and deployment into Production. Supervise, and train associates of the functions of Salesforce.com and provided and Knowledge base documentation.
• Translate business needs into functional requirements that can be understood by a technical resource.
• Coordinate with PB suppliers (on-shore and offshore) to make certain requirements and functional specs are of high quality.
• Perform all work according to the TechCentral architectural standards.
• Logged all calls in the Service Desk Call Logging system using Incident Management Protocol (Remedy and Oracle)
• Provided intranet support and database admin, internal website update
• Provided application support to end users using E-Commerce Platform, WebSphere and ITIL, (Var Systems and POS) test customizations, extend business logic, change the look and feel of the store and tools, and create a new logic to meet business requirements WebSphere Commerce Developer Express, WebSphere Commerce Developer Professional, and WebSphere Commerce Developer Enterprise

Confidential

Systems Analyst

Responsibilities:

• Provided troubleshooting, repair and escalation of issues affecting the Confidential IT Services in line with agreed SAP SLA's.
• Maintained security database, documentation and ledger. Resolved issues on tickets submitted by SLA including Salesforce.com
• Logged all calls in the Service Desk Call Logging system using Incident Management Protocol (Remedy) POS
• Provided desktop support to end users and network firewall team
• Acted as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Took ownership of every call and see that each customer is satisfied with the result of the call. Continued to expand knowledge of the processing industry by attending classroom training and completing on-line courses.
• Served as 1st line support of IT related problems from in-house software to hardware, such as MS Outlook, BlackBerry’s, Laptops, PCs and Printers
• Developed Service Desk Support Scripts to ensure a high level of 1st time fix is maintained

Confidential, GA

POS Help Desk Specialist

Responsibilities:

• Provided ongoing support to merchant base clients concerning POS Terminals and technical support around our Terminal Product Line on a 3rd Tier of Support. Responsible for the customer’s overall satisfaction by providing quality POS account management Incident Management Protocol (Salesforce.com and Remedy). Provided support to NOC technicians for internal issues supporting ITIL, SLA’s and KPI.
• Promptly answered telephone calls, e-mail, and Web inquiries as a technical support agent in an ACD call center environment. DNIS collection for satisfaction survey
• Provided support for all VAR systems on the E-Commerce Platform and Websphere platform
• Assisted merchants and other departments as needed with any merchant problem related to a merchant’s account. Adhered to the Customer Principles, Customer Service Operating Guidelines and maintain the Customer Service Culture set forth by management.
• Took ownership of every call and see that each customer is satisfied with the result of the call. Continued to expand knowledge of the processing industry by attending classroom training and completing on-line courses.

Confidential, Norcross, GA

Customer Service Escalations Manger

Responsibilities:

• Managed, trained and motivated team of customer service associates in various aspects of the customer service department in a full production environment including, Escalations, Mix/Lost Escalation, Redo Escalations and Quality Assurance
• Served as the day-to-day contact for business partners and retailers including Costco, Walgreens, Ritz Camera, CVS, Fuji Film and Wal-Mart One Hour Photo.
• Resolved escalated issues by consulting with executives, District and Regional Managers of these retail chains to resolve complex customer issues including troubleshooting equipment at Various 3rd party locations using Salesforce.com.
• Remained within compliance of the metrics of Customer Service as determined by the Director of Customer Service
• Reconciled metadata deliveries across all digital partners
• Assisted in the delivery of priority eReleases to digital partners
• Researched and resolved client issues/inquiries
• Back-up digital partner contact for Director of Customer Service
• Supported Label Production / Sales / New Media Departments with eCommerce related questions / concerns.
• Increased customer retention rate by 18%, variance over the prior year. Maintained 110% of quota using sales techniques and strategies implemented by Retention Agents. DNIS collection for satisfaction survey.
• Attained customers by providing promotional offers and excellent customer service to attain customer database
• 4 direct reports trained in advance transactional and consultative selling techniques, adhering to daily success metrics in contacts, value propositions, and customer service.
• Recruited, hired, and trained the best- a key skill set in building a successful sales force.
• Trained in SAP and Confidential contact management systems.