SUMMARY:

• Years of professional experience; technical, customer focused, top performer and team lead
• Confident, self - motivated and well organized
• Ability to quickly establish excellent relations with customers
• Strong decision maker, goal and profit oriented
• Extremely reliable, hardworking and honest
• Sharp, innovative, quick learner; proven ability to adapt to change
• MCSE and Saleslogix certified CRM system administrator
• Completed Salesforce.com Sales Cloud Administration Essentials administration course pending certification ADM-201 exam

PROFESSIONAL EXPERIENCE:

Confidential, Franklin, MA

Jr. Salesforce Administrator and Saleslogix CRM Admin

Responsibilities:

• Provide Salesforce administration using Sales Cloud
• Setup of users, profiles, roles, sharing rules, picklists and field changes, data imports

Confidential, Austin, TX

Application Support Engineer

Responsibilities:

• Provide 1st - 3rd level software and related hardware support for complex flight simulators based on Microsoft FSX and Lockheed Martin Prepare 3D flight simulation software along with other custom software. Extensive troubleshooting too diagnose and resolve software issues, aircraft configurations, flight navigation databases, editing data files and .xml files and review error logs.
• Install software updates and databases; utilize remote control software to connect to customer flight computers and simulators.
• Escalate development issues to Dev team for resolution.
• Use Salesfoce.com for tracking customers accounts, service requests and incidents.
• Lead for support agreements/warranty service plans ; maintain and sell extended warranty plans to flight simulator customers by building relationships from customer base, emails and phone calls.
• Increased revenue to its highest level within the last year; exceeding quarterly targets at 100% to goal.
• Use Salesfoce.com for Incidents, account\contact management and sales quotes\reporting

Confidential

Senior Technical Support

Responsibilities:

• Provided 2nd level support for Windows XP/7 for 600 users. Install/configure and
• Troubleshoot Hardware\Software for desktops\laptops\ Printers\MDF s in a
• Microsoft/Novell Network environment. Use Ghost to download/upload software images, software distribution using Zen - Works. Other applications such as: Oracle based applications; ODBC, Rumba, Blue-links mainframe, Check Point, VPN, Web\intranet applications, Office Suite, Remedy, RSA Secure ID.

Confidential, Framingham, MA

IT Technologist Application Support

Responsibilities:

• Provide administration and 2nd and 3rd application support for the pharmaceutical sales organization as a Saleslogix administrator using Saleslogix CRM 6.2 and 7.5 including the creation of accounts, profiles, teams, data updates, territory realignments for over 1000 users.
• Troubleshoot Saleslogix application issues within a complex environment with multiple application and sync servers based on SQL databases.
• Provide remote support when needed. Monitor nightly data load jobs using Scribe - Insight Data Migration tool, Agent monitoring tool: Oracle to SQL, SLX data tool-sync data files and .xml files from directory locations to other drives\directories.
• Use SQL Enterprise Manager to load database scrips for database refreshes for dev\production environments.
• Manage Lims Software; NuGenisis SDMS v6.0 consisting of collecting data from over 200 scientific instruments within a multiple Oracle database, application client server\web environment. Other Applications within environment: Tidal Monitoring, Concur, Citrix farm management and publishing.
• Work closely with the development team escalating dev issues and enhancements.
• Engage with Business Analysts and the Business department managers with implementation and rollout's to deploy fixes, upgrades and enhancements for the successful operation of Saleslogix.
• WebEx meetings with the business and other IT departments for projects and upgrades.
• Create technical documentation\SOP s, Communicate recommendations for the environment and continuous improvement within the team and the CRM realm. Successfully completed courses within Genzyme s Personal Development Training Program and Becoming a manager classes.

Confidential, Framingham, MA

Systems Administrator / Sales Applications Lead

Responsibilities:

• Provide Support for internal infrastructure consisting of Active Directory, XP desktops and 2003 servers; Dell hardware including OptiPlex and Latitude series desktops\laptops and Dell PowerEdge servers. Primary Guardian of SaleLogix CRM\QuoteWerks, 4D applications\servers.
• Provide end user support for 600 users including 100 outside sales force and remote offices.
• Monthly presentation to VP s for SalesLogix as part of Lifeline s IT Guardian Program for ITIL.
• Manage ticket queue and work with external helpdesk to maintain a good working relationship and ticket accuracy and closure.

Confidential, Lexington, MA

Desktop Support Engineer (Contract)

Responsibilities:

• Installed and upgrade hardware and software on PC s and troubleshoot hardware and software for local users, dial - in and remote users. Provide basic software support
• Provided network resource administration (printers, shared devices).
• Documented hardware/software configurations.
• Maintained equipment/software inventory as needed

Confidential, Ottawa, Ontario

Technical Helpdesk Analyst

Responsibilities:

• Provided support for Windows 95/98/NT, Hardware/Software, Lotus Notes 4.6/E - mail, Remote Access, MS office, NW Admin, AR Remedy and Andersen Applications. Identified, troubleshoot and resolved hardware, software and procedure issues
• Provided a high-degree of professional conduct at all times
• Coached team members. Developed creative ways to motivate team members
• Continuous improvement of the team and organize, facilitate team meeting