SUMMARY:

• Ensure that Projects are Completed on Time and with High Degree of Accuracy
• Punctual and reliable System Analyst with experience providing technical support for over 5K customers and contractors in software hardware and system restoration trouble tickets.
• Dynamic, performance - driven, and diligent IT professional with extensive technical experience in Salesforce Service Cloud, application support, system administration, network, product support, operations, and customer service.
• Thrive in challenging, fast-paced environments that utilize strong reasoning, communication, interpersonal, and time management skills.
• Handled multiple projects (releases) at once by prioritizing the workload effectively and communicating with multiple stakeholders.
• Resolved wide array of customer concerns promptly, ranging from user management to assign/remove roles/profile, and permission set.
• Created/Configured/Modified custom object, custom fields, sharing rules, validations rule, workflows, page layouts, email templates, flows, process builder, custom metadata type, custom settings & communities.
• Developed/Modified reports and dashboards geographically to maintain data integrity for Enterprise Org.
• Worked with Salesforce Development Team to maintain allowed Test Coverage in Salesforce and resolve all the Deployment errors.
• Monitored all lower environments (Salesforce Sandboxes) for release process / creating and synchronizing sandboxes metadata and appropriate data sets.
• 2+ years working experience with Gearset/ANT tools change management systems.
• Experience working in Agile/Scrum methodology and tools environment
• Managed team Jira’s tickets (create/update/closed) in order to track the progress of businesses request unto resolution and communicated with Jira Product Owner.
• Increased customer satisfaction ratings 25% and reduced abandoned cases with backlog (from 300 to 20 cases in 5 weeks) by fully investigating cases and providing solution to customers.
• Decreased downtime hardware-related issue for processing RMA for Confidential TAQ smartwatch from 2 weeks to 3 days.
• Enhanced client satisfaction through aggressive resolution of support issues.
• Ensured up-to-date case details and followed up with customers as needed by running weekly project case review meetings and conference calls.
• Managed technical issues for Confidential Life customers as wells as QIS Network Operations Centers efficiently in a fast-paced 7x24 NOC environment.
• Optimized usage of file and exchange servers by configuring mailbox storage and network share capacity.
• Ensured that weekly and monthly maintenance tasks completed, streamlining server load and facilitating planned expansion of servers.
• Ensured plans and identified solutions that met customer needs and expectations by coordinating and collaborating with others in analyzing collected requirements.

EXPERTISE AREA:

Cloud Computing Services | IT Service Management | Application Support Project Management | Network Monitoring Management | Storage Area Network

TECHNICAL PROFICIENCIES:

Operating System: Windows 10, UNIX, Red Hat Linux, Fedora 7, Solaris 10

Technologies: Salesforce, Jira, ServiceNow, GitHub, VMware, Concord, Siebel, MS Office 365, MS Active Directory, Windows Server, Windows Active Directory

Programming: C, C++, Visual Basic, Oracle 8i, SQL, HTML 3.x/4.x and Cobol

PROFESSIONAL EXPERIENCES:

Confidential, Carlsbad, CA

Salesforce Deployment Administrator

Responsibilities:

• Deployed Salesforce Configuration and code on a daily basis unto sandboxes and production environment using Gearset tool and change set.
• Administered Salesforce.com configuration in objects, record types, report types, fields & relationships, dashboard/reports, page layouts, field security, validation/sharing rules, custom buttons/link, workflow, and process builders in Lightning and Classic platform.
• Coordinated release documentation and communication including technical and business release notes on company’s wiki page. Conducted code review & configuration dependency within all Salesforce application.
• Worked with CRM team to fix release/deployment issue that may occur.
• Analyzed and completed data manipulation using Data Loader/Workbench tools (Update, Upsert, and Export) and backed-up date in case of service interruption or natural disaster.
• Recorded metric for deployment to ensure within agreed SLA.
• Coordinated weekly build/release management case review meeting.
• Managed administrative functions including set up new users by configuring custom profiles, permission sets, and an object setting.
• Performed per and post deployment steps manually for each and every releases.

Confidential, San Diego, CA

Senior IT Analyst/Senior Support Engineer

Responsibilities:

• Handled escalations and resolved technical issues according to service level agreement for Plaza retail operators such as Confidential .
• Monitored Service-now, AWS CloudWatch, Salesforce, Concord, Siebel ticketing, and alert systems.
• Initiated restoration processes in line with established procedures and resolution plans and generated outage reports.

Confidential, San Diego, CA

Systems Administrator

Responsibilities:

• Created capacity forecasting reports.
• Managed server storage. Ensured that weekly and monthly maintenance tasks were completed, optimizing server load and planned expansion.
• Managed file system shares, Administered Exchange, UNIX, and Windows servers.
• Administered large, multiple-domain Active Directory installation.
• Documented technical administration processes and escalated to appropriate teams.
• Completed and closed assigned trouble tickets per service level agreements.
• Prepared and maintained system documentation.