Support Team Supervisor

• Apr 2023 - Present

- Manage and maintain Salesforce system configurations and settings for 70+ client companies.- Create and customize objects, fields, and page layouts to meet the unique business needs of each client.- Handle user management for multiple organizations, including creating and managing profiles and permission sets.- Design and implement workflows, automation, and validation rules tailored to individual client requirements.- Generate reports and dashboards for each client to provide data insights and support decision-making.- Perform data imports, exports, and data cleanup tasks across multiple client organizations.- Provide end-user training and support for various client teams to ensure successful system adoption.- Collaborate with stakeholders from different companies to gather requirements and implement new features.- Monitor system performance and troubleshoot issues across multiple Salesforce instances.- Oversee the integration of custom, in-house WordPress/Salesforce plugins for different clients.- Coordinate with developers to resolve any plugin-related problems on a case-by-case basis.- Lead the Support Team for the consulting firm, assigning tasks and ensuring timely issue resolution for all clients.- Document processes and maintain comprehensive system documentation for each organization served.- Lead the Implementation of a new Jira project based around Support tickets, which included migration from old ticketing system.- Has experience with Dropbox Sign, DocuSign, and CongaSign Show less

Senior Support Analyst

• May 2022 - Apr 2023

Business Analyst

• Mar 2021 - Apr 2022

Support Center Analyst

• Mar 2018 - Mar 2021

Experienced Support Center Analyst with a background in healthcare, providing technical support to hospital staff and patients. Strong understanding of healthcare technology, including electronic health records (EHR), medical imaging, and telemedicine systems. Ability to effectively troubleshoot and resolve technical issues, including hardware, software, and network-related problems, using remote support tools and techniques. Skilled in providing end-user training and documentation, enabling users to better utilize technology and improve overall system adoption. Ability to manage and prioritize support requests, ensuring timely resolution of issues and effective use of resources. Strong communication and interpersonal skills, able to work collaboratively with clinical staff, IT personnel, and other stakeholders to ensure smooth operation of hospital systems and applications. Dedicated to providing exceptional customer service, with a focus on patient care and safety. Ability to adapt to changing healthcare environments and technologies, ensuring support processes and procedures are up-to-date and effective. Show less

Advanced Repair Agent

• Jul 2017 - Mar 2018

Perform diagnostics and navigate requested and recommended repairs in a timely fashion Phone and in-person contact with clients to reveal diagnostic discoveries and make recommendations for protecting and defending client devices Partner with other team members to ensure proper documentation of client requests Took responsibility of guiding and assisting my team during the closing of my store Perform diagnostics and navigate requested and recommended repairs in a timely fashion Phone and in-person contact with clients to reveal diagnostic discoveries and make recommendations for protecting and defending client devices Partner with other team members to ensure proper documentation of client requests Took responsibility of guiding and assisting my team during the closing of my store

Certified Technician

• Oct 2015 - Jul 2017

Hardware changes, Malware removal, Hardware diagnoses, Software fixes (ranging from software installs to more complicated issues), Printer installs, Driver fixes, Window 7, 8, 8.1, and 10 upgrades, Data transfers, and a multitude of other computer work Hardware changes, Malware removal, Hardware diagnoses, Software fixes (ranging from software installs to more complicated issues), Printer installs, Driver fixes, Window 7, 8, 8.1, and 10 upgrades, Data transfers, and a multitude of other computer work

Food Service Manager

• Jan 2014 - Jun 2015