Salesforce Administrator/Five9 Administrator Resume

SUMMARY:

Accomplished Salesforce.com Administrator with diverse, progressive experience.
Strong commitment to teamwork and very effective in collaborative settings.
Excellent attention to detail and driven to achieve goals in fast - paced environments.
Strengths include building custom Salesforce solutions, analyzing data, training staff, and creative problem solving.

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Administrator/Five9 Administrator

Responsibilities:

Manage Salesforce.com application, user profiles, roles, permissions and permission sets, generating security tokens and creating validation rules.
Develop workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement business logic.
Create profiles and implement object level, field level and record level security and manage roles and visibility settings.
Design, develop and deploy page layouts, components, custom objects, custom tabs to reach the needs of the organization.
Implement picklists, dependent picklists, lookup, sharing rules and record level permissions to provide shared access among different users.
Create various reports and report folders to assist leadership to better utilize salesforce.
Create, maintain and manage dialing lists as required by Call Center capacity.
Manage performance of overall system, provide monitoring of dropped calls, abandoned rates and other metrics deemed necessary to optimize call handling processes.
Respond to user reported issues via existing ticket system and process; troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies.
Explore and expand on the existing calling platform for automation and integration opportunities.
Work with 3rd party systems for integration to include building API's, auto dispositioning and Computer Telephony Integration (screen pops).
Create and implement new campaigns as required by the business units.
Record audio messages for Intelligent Voice Routing (IVR) announcements.
Communicate with management daily to define, monitor & implement strategies and initiatives.
Generate reports; configure report automation and scheduling as necessary.
Carry out other daily tasks associated with ensuring the Company's ongoing success with use and effective application of the Call Center Telephony platform.

Confidential

Desktop Support Technician

Responsibilities:

Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Provided Tier 1 and 2 level support.
Performed security administration functions for user, data, and remote access.
Applied understanding and knowledge of standard information system products and services to assist users on moderately complex problems.
Deployment for newly configured workstations and other hardwire.
Assisted in supporting the achievement of team objectives.

Confidential

Project Coordinator/System Support Specialist/Vendor Relationship Manager (Contract)

Responsibilities:

Directly responsible for maintenance and upkeep of IBM and HP Blade Centers and standalones.
Planned, coordinated and executed hardware and software upgrades.
Served as vital resource for Help Desk staff, overseeing daily support and providing assistance on complex trouble tickets and Level 3 support.
Refined and maintained relationships with stakeholders at multiple levels, including those external to the organization.
Client application liaison to facilitate communication between external vendors and internal teams, testing, installation and fixes for enterprise applications

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