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Summary

My 10 years of IT experience include, Sr Salesforce Administrator, MS CRM Technical Lead and Dynamics SL Technical Administrator. As a CRM Technical lead, my responsibilities include advising customers on best practices for CRM architecture, development and integration processes. I am responsible for requirements gathering and analysis. I am also responsible for the configuration of forms, views, reports and dashboards.  I am responsible for all aspects of the CRM project from simple to complex customizations.  I created processes including workflows and business process flows.  I am hardworking, self-motivated, detailed oriented, energetic and have a knack for solving problems with creative solutions. I enjoy being an analytical problem solver with a passion for streamlining and automating business process, to assist teams become more effective. I understand user acceptance is key to a successful software deployment.

Skills

  • Proficient understanding of the CRM principles, techniques, development and implementation
  • Excellent listening skills with the ability to understand and consider different perspective
  • Efficient at preparing functional requirements for technical CRM solutions
  • Excellent communication skills, especially related to articulating technical specifications
  • Experience with Agile methodology of software deployment
  • Managing backlog, sprints, feature prioritization and change control
  • Proven track record at improving process efficiencies and solving problems
  • Knowledge if technical architecture (tables and structures)

Work experience

August 2016Current

Business System Analyst

Symetra Financial Services

• Provide implementation support to end-users
• Design and configure the Microsoft Enterprise CRM 2013 Application and Salesforce Application
• Develop and prepare/provide documentation of business user requirements and processes related to CRM and customer information
• Define and implement appropriate CRM security to ensure appropriate end-user access 
• Interfacing the CRM applications with other enterprise applications as required 
• Perform installation, upgrades and support of the server, workstations (Outlook Client), and e-mail integration 
• Knowledge of MSCRM 2013 and Salesforce data structures and functionality 
• Comprehension of end-user system usage (e.g. screens, tables, business processes and procedures) 
• Provide technical guidance in data analysis, data gathering and system design 
• Oversee (or perform) changes to database fields, screens, and user administration
• Provide technical guidance regarding integration with other in-house systems and server support
• Import data on an as-needed basis 
• Assist users with day-to-day questions, problems, and issues on corporate network
• Manage change control (i.e. receiving business requirement, report requirement, change or enhancement requests from Users) 
• Document training, policy and procedures, and user manuals for CRM system
• Conduct end-user training on CRM 2013 and Salesforce application
• Oversee changes to system fields, screens and picklists
• Perform data administration (data integrity, cleansing data for imports, etc.) 
• Oversee Report generation, maintenance and testing 
• Define and communicate project direction and scope with management 
• Review requests from User Administrator (enhancement and/or fixes, data changes, functionality issues, etc.); analyzing for appropriateness; determining whether the requests are consistent with current business practice, business system rules or system design

October 2014August 2016

CRM Administrator MS Dynamics/Salesforce

Continuant Inc.

• Provide implementation support to end-users
• Design and configure the Microsoft Enterprise CRM 2013 Application and Salesforce Application
• Develop and prepare/provide documentation of business user requirements and processes related to CRM and customer information
• Define and implement appropriate CRM security to ensure appropriate end-user access 
• Interfacing the CRM applications with other enterprise applications as required 
• Perform installation, upgrades and support of the server, workstations (Outlook Client), and e-mail integration 
• Knowledge of MSCRM 2013 and Salesforce data structures and functionality 
• Comprehension of end-user system usage (e.g. screens, tables, business processes and procedures) 
• Provide technical guidance in data analysis, data gathering and system design 
• Oversee (or perform) changes to database fields, screens, and user administration
• Provide technical guidance regarding integration with other in-house systems and server support
• Import data on an as-needed basis 
• Assist users with day-to-day questions, problems, and issues on corporate network
• Manage change control (i.e. receiving business requirement, report requirement, change or enhancement requests from Users) 
• Document training, policy and procedures, and user manuals for CRM system
• Conduct end-user training on CRM 2013 and Salesforce application
• Oversee changes to system fields, screens and picklists
• Perform data administration (data integrity, cleansing data for imports, etc.) 
• Oversee Report generation, maintenance and testing 
• Define and communicate project direction and scope with management 
• Review requests from User Administrator (enhancement and/or fixes, data changes, functionality issues, etc.); analyzing for appropriateness; determining whether the requests are consistent with current business practice, business system rules or system design

June 2006August 2016

MS Dynamics SL Administrator

Continuant Inc.

• On-site installation, configuration and management of business management software projects
• Analyze customers’ business requirements and determine system functionality to meet those requirements
• Resolve day-to-day data issues
• Provide second-level support for MS Dynamics SL related issues
• Resolve issues and change requests within established service levels
• Perform root-cause analysis of system failures and errors
• Perform system testing of the MS Dynamics SL system and other integrated systems as needed
• Perform data analysis and business analysis of new requirements
• Make changes to the system to meet business requirements as provided by business owners
• Develop new and improved business processes
• Identify system weaknesses and propose accurate and appropriate remediation
• Develop or update existing processes for business process improvement
• Create and maintain documentation for system changes and improvements
• Create test cases for system changes and improvements
• Provide assistance to other team members in testing
• End user training
• On-going customer support Develop project plans and timelines to successfully set-up solutions  
• Work with team members, external contractors to develop or update existing processes where additional skillsets are needed
• Manage relationship with external contractors to ensure accurate hours are submitted
• Stay current on product releases and new technologies
• Develop and maintain positive customer relationships
• Perform at a level sufficient to maintain a high level of customer satisfaction

Certifications

  • MS: Microsoft Dynamics CRM 2013 Applications
  • MS: Microsoft Dynamics Customization and Configuration in CRM 2013
  • Salesforce Administration Essentials

Awards

  • Operations Support Person of the Year FY 2014
  • Certificate of Achievement, Development Team FY 2013
  • Impact Player of the Year, FY 2012

Education

August 2016June 2018

BSAT, Bachelor of Science in Applied Technology

CALIFORNIA SOUTHERN UNIVERSITY