salesforce ADMINISTRATOR / Customer Relationship Management | IT SUPPORT SPECIALIST | Application Development |System Analyst
SALESFORCE Administrator / CRM Application Support Specialist
Summary
High-performing IT professional with a successful career in Salesforce Administrator that supports business objectives. Possess excellent interpersonal, analytical, and organizational skills. Well-rounded in CRM Application Support Administrator skills.
SOFTWARE SKILLS:Salesforce, SF Data Loader, Siebel, DocuSign, JD Edwards / AS 400, Jira, Confluence, Service Now, LogMeIn Rescue, Box, Slack, MS Team, BMC Services, Remedy, Track-It, Clarity, Teamviewer, Snag-It, Active Directory, System Backup, and System Troubleshooting.
Application Development. Program Testing / Analysis. Problem Resolution. Salesforce Management. Internal and Remote Customer Support. System and Process Training. Fully Bilingual English and Spanish.
Proudest Accomplishment
Salesforce Certified Associate – Active since November 2024
Experience Highlights
Salesforce - CRM Application Administrator
Lennar Corporation CRM application support specialist
IT SUPPORT SPECIALIST
High-performing IT professional with a successful career in CRM & APPLICATION ADMINISTRATOR.
Timeline
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Lead Analyst -Salesforce Administrator Support , LENNAR CORPORATION
• Used Service Now to manage, support, and resolve Salesforce issues 20 to 60 inbound calls, emails, and MS Team Chat messages daily, to create, follow up, and update resolution tickets or escalate Salesforce-related issues to the development team. • Delivered the Salesforce Tier 2 (SFDC Support Team) backup for any escalation for any issue that needs to be addressed for Tier 3 (Development Team) including Severity 1 escalation issues. • Served as the first point of escalation and subject matter expert for any Salesforce Tier 2 issues. • Led and facilitated the SFDC Support Team on the daily check-in meetings and participated in the Daily Change Management meetings and Product Owners on different applications. • Conducted Salesforce Support training for new team members and collaborated on creating video training and trained Service Desk (Salesforce Tier 1) and Salesforce Tier 2 on any new knowledge base topics, and collaborated with Tier 3 (Development Team) to document processes.
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Salesforce - CRM Application Support Specialist, Lennar Corporation
Supported the implemented internet-based Customer Relationship Management (Salesforce & Oracle - CRM On Demand) tool. Provide second line response for users requiring assistance with software issues and problems. Responded to the requests for assistance by phone, email and/or using a help desk management system. Tracked issues to resolution updating the internal knowledge base and/or communicating learnings with relevant business units. Assisted in determining business requirements, outlining best practices and corporate policies. Manage defects and enhancements in Jira to improve system efficiency and user experience. Manage user accounts, profiles, and roles. Create reports and dashboards for data management. • Provided support and resolved Salesforce, DocuSign, and JDE-related issues within SLAs. • Maintained user accounts and managed system access with profiles, roles, and permission sets and Created reports and dashboards for data management for company associates. • Serve as a liaison between Developers and associates when troubleshooting complex issues and collaborated with managers from different divisions to gather and define new system requirements. • Kept current and document system changes in SOP’s document (Sales Operation Process) and new training materials and provided training for new associates and retraining for current associates to improve system utilization. • Managed defects and enhancements in Jira to improve system efficiency and user experience in testing, new application changes, and new software releases. • Analyzed data, wrote test cases, completed UAT, and trained users to ensure a smooth system migration from Siebel (CRM On Demand) to Salesforce for 6,000+ users from 07/2017 – 10/2018.
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IT Support Specialist – FREELANCE, CUMMINGS ACCOUNTING FIRM / SAMSON BICYCLES / DBK CONCEPTS LLC.
Supported computer users in person and remotely by providing answers, identifying issues, troubleshooting, diagnosing and resolving technical hardware/software issues with the Windows OS, MS Office, scanning equipment, printers, Wi-Fi network and guiding the client through corrective steps. • Provided technical assistance with PC cleanup, improve computer performance, virus removal, spyware and software installations. • Configured new access points (routers) and set up the connection between the scanning devices and server to new store locations for clients.
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Targeting: IT SUPPORT SPECIALIST, High-performing IT professional with a successful career in CRM & APPLICATION ADMINISTRATOR.
- CRM & Application Administration
- Application Development - System Analysis - Program Testing/Analysis - Internal and Remote Customer Support - Data Storage Techniques - Escalation Support
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Computer Operator – Data Center / Operations, ROYAL CARIBBEAN CRUISES LTD.
• Insured the nightly production process stays on schedule and monitor for any abnormality. This includes AS400 backups, Robot Scheduler, Tivoli jobs, and Environmental systems. • Assisted the help desk during non-peak hours primarily in unlocking AD accounts, enabling profiles and terminating hanging session on the Colonial system. • Gathered important data on a daily basis needed for historical and matrix presentation such as temperatures, DASD%, backup success, system down time (Syncpoints reached), productions errors. • Led several Hardware and Software migrations, performing full system backups for all the production systems with the goal to meet system SLA and company objectives.
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SENIOR SUPPORT SPECIALIST – MIS / IT TECHNICIAN, CONSULTANT: Baptist Health / Kaplan University/ Hewlett-Packard
• Supported computer users with hardware / software issues in person and remotely such as: blue screen, diagnostics, and cleanup, improve computer performance, virus removal, spyware and software installations. Conducted remotely using DameWare utility and maintain online ticketing system (Track-It ticketing, BMC Services, and Remedy). This involved using diagnostic software and hardware repairing computers and peripherals and the installation of software via the use of remote services. • Provided service of installation & configuration of new PCs, printers and other equipment on site. Maintaining network deployment and cable management on the equipment that has been ungraded. • Re/Image all new PC and Laptop and download all the necessary applications and software using SMS, Symantec Ghost and network system connection. • Facilitated in password reset in Dentrix, Nextgen EPM/EMR and in Windows Active Directory including updating user’s groups and policies.
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IT Support Specialist II / AS400 Operator, COMMONWEALTH – ALTADIS, INC.
Provided technical assistance via telephone, in person or electronically for over 800 users in the sales force by diagnosing and resolving technical hardware/software issues with the support of Windows OS, MS Office and future technologies, also advised users on appropriate action. Regulated access to VPN. • Updated the AD and administered passwords for access. Log all help desk interactions via BMC and Service Now ticketing system and escalated situations requiring urgent attention. Tracked and routed problems and requests and document resolutions. • Imaged, configured and shipped new devices such as Epson and HP printers and restoring them to working condition (Laptop/Tablets/iPhone and iPad) to sales force. • Monitored AS400 system by observing system performance and completing system job scheduler. • Analyzed job logs; planning, organizing, and running jobs in the AS400 system; finishing abnormal job ends; applying system values and configuration requirements. • Facilitated in the resolution of any EDI (POs) transmission issues and Backup issues in the AS400 in a daily bases. • Updated all the Journey folders on the Network and AS400 in order to perform any necessary changes in order to fix any issues the State and Territory managers might have during the Retailer Rebate / Buydown transmissions.
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Siebel/CRM Application Administrator , COMMONWEALTH – ALTADIS, INC.
• Siebel Database Administrations which includes managing users and accounts (Retail Outlets) on a daily basis. • Troubleshoot and resolve Siebel, AskIt, and TNS issues as well as document the findings with recommend solutions and steps taken to resolve them in Service Now. • Assisted end users with Siebel local database recovery which include synchronization issues and database corruptions to prevent from losing data. • Supported end users with contract payment issues related to Siebel, Lawson, Payment Portal, TD LINK and MSAi sales data. • Identify technology issues and implemented solutions to all 800 users in the sales force. • Provided Siebel training and followed up with end users over the phone or remotely using internal remote software, Windows Remote Tools, Log Me In and Team Viewer. • Assisted local IS Level 2/3 and remote teams which supported maintenance of Siebel 8.0 & upgrades to Siebel Open UI 8.1 by providing and reviewing technical process. • Installed Siebel 8.1, configure Oracle 10g & 11g, and IE 10 on existing and new computer images both manually and using scripts to meet Siebel’s requirements while ensuring system security. • Performed a Nation Wide company project where over 800 management laptops were upgraded to a new and improve Siebel 8.1. The duration of the project took over 4 months testing and implementation. Following continues maintenance to ensure full functionality of the application and consistency in the environment. • Management and structural integrity of company’s CRM systems as well as the maintenance of their standard reporting package.
Skills
Logmein
10
DOcusign
7
JD Edwards
7
Jira
7
Service Now
10
Salesforce
7
System Backup
5
AS/400 – iSeries
10
Sun System
2
MS Office
10
Mobile Iron
2
Active Directory
4
Robot Scheduler
4
BRMS
2
Tivoli
4
Snag-It
4
DameWare
2
Clarity
4
Track-It
4
Remedy
4
BMC Services
4
Siebel
4
Questions & Answers
Why did you leave your job?
The company restructured after a major merger and decided to relocate to Greensboro, NC.
When were you most satisfied in your job?
I was very satisfied in my last job, because I worked directly with the customers and their problems; that is an important part of the job for me.
What are your goals?
My immediate goal is to get a job in a growth-oriented company. My long-term goal will depend on where the company goes. I hope to eventually grow into a position of responsibility.
Why should we hire you?
With years of experience working in the Customer Relationship Management and Information Technology industry, I could make a big difference in your company. I'm confident I would be a great addition to your team.
What can you do for us that other
candidates can't?
I have a unique combination of strong technical skills, and the ability to build strong customer relationships. This allows me to use my knowledge and break down information to be more user-friendly.
Please feel free to contact me for more inforamtion and to request a resume at:
MyEmail@jesusatencio.com or call me at 305-505-2272.
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