Lead Salesforce Administrator

• Apr 2021 - Present

• Manage team of Salesforce administrators, and mentor internal candidates for Salesforce admins • Serves as a technical architect on Salesforce projects with direct involvement and/or oversight on developing business requirements, specifications, flows, application design, and configuration • Work with stakeholders and peers to develop ideas, objectives, and key results (OKR) and align resources and technology roadmaps to deliver outcomes • Rearchitected existing Salesforce instance to OWD to private model, tightened data security, and migrated 500+ workflows, and process builder to lightning flow builder • Responsible for maintaining the CRM systems including updates, enhancements, data integrations, reports, dashboards, automation, and security • Work with a team of cross-functional resources to plan efficiently and effectively, design, build, test, deploy, educate, and monitor new or enhanced Sales functionality, processes, or technology. • Implemented and integrated Salesforce Maps, Gong.io, Outreach, DocuSign, Slack • Working on consolidation of multiple Salesforce Instances, migration of Marketo to Marketing Cloud • System manager and maintain and supporting Getfeedback, Qualtrics, Vonage, Marketo, SAP, Tableau, Chilipiper, SMS magic, Distribution Engine, Zapier, Slack, Sales Cloud, Service Cloud, Digital Experience, Zuora CPQ, Zuora 360+, Omni channel, Ship Station Show less

Senior Specialist, Business Support, Senior Salesforce Administrator

• Mar 2019 - Apr 2021

Senior Salesforce Administrator

• Sep 2018 - Apr 2021

• Migrated Organization from Classic to Lightning and support Sales and Service Cloud users. • Serves as technical expert on Salesforce projects with direct involvement and/or oversight on developing business requirements, specifications, process flows, application design and configuration • Work with a team of cross-functional resources to efficiently and effectively plan, design, build, test, deploy, educate and monitor new or enhanced Sales functionality, processes or technology within the Salesforce.com platform • Support and create Conga, and DocuSign documents to auto populate data in contracts • Create and maintain workflow rules, process builder, flow builder, validation rules, visualforce pages, profile, security, sharing rules, custom reports, dashboards, approval process, custom metadata • Maintain and support Getfeedback, Cloundingo, Hubspot, Rollup Helper, Netsuite and Celigo • Work with SAP HANA team on regular basis to send data bidirectional Show less

Zendesk Product Owner

• Sep 2017 - Jul 2018

Salesforce Administrator

• Nov 2016 - Jul 2018

• Implemented Service Cloud, customer and partner community• Integrate, create and maintain InsideSales, Getfeeback, Hubspot for calls, surveys and leads• Connect and setup Salesforce Partner Communities for external clients and maintain website• Maintain and create multiple user profile, role hierarchy, security, sharing rules, custom reports, dashboards, create list view, validation rules, process builders, workflow rules, entitlements, approval process, Omni-channel setup, lightning conversion, custom metadata, app console• Conduct QA Tests on changes to Salesforce.com deployment including managing sandbox• Integrate SSO Okta for Salesforce and create new apps beside create technical documentation• Mass insert, upsert, delete, export data using Dataloader and data migration to and from salesforce, clean duplicate, implement best practices and onboard new divisions/groups• Conducts scrum meetings and manage backlog PBI using Microsoft TFS• Connect data from multiple application using Domo, BI tool for reports and dashboards• Migrate classic Salesforce user to Lightning. • Migrated Zendesk historic data with million plus tickets, contacts and accounts to Service Cloud• Implemented Service Cloud from ground up in 3 month period for more than 200+ users• Proficient in using Apex data loader, Workbench and SOQL • Manage escalated troubleshoot tickets for 450+ users related to browser, system, application and Salesforce Show less

Zendesk Administrator/Architecture

• Feb 2016 - Jul 2018

• Setup triggers, automation's, SLA, FTP, SMTP, host mapping and other configurations• Launch new groups, add users, integrate chat, and other widgets in the applications• Monitor project progress by tracking activity; resolving problems; publishing progress reports• Gathering information and defining project requirements, milestones, phases, and objectives• Front end web development using HTML, CSS and JavaScript beside manage content.• Conduct UAT and software QA testing against final implementation• Write and maintain user documentation; provides help desk support and trains users• Analyze data within the application and provide subject matter of expertise• Prepare technical reports by collecting, analyzing, and summarizing information and trends• Create various ad-hoc report for dashboard using Good Data and MAQL• Troubleshoot problem related to application, browsers, operating system and networks Show less

Application Analyst II

• Feb 2016 - Feb 2018

• Provide technical support and subject matter expertise in the creation, modification of application• Analyze applications and redesign improve modifications by writing requirements and processes• Designed new computer programs by analyzing requirements and system capabilities• Constructing workflow charts, UML diagrams, system, and network architecture diagrams and wireframes using Lucidchart, Visio and writing specifications• Work with internal business stakeholders, external Financial Institutions, and programmers in creation of applications• Troubleshoot errors related application and users and write recommend improvements Show less

System Administrator - Capstone Project

• Aug 2015 - Dec 2015

• Researched and demo different configuration management tool such as Chef, Puppet, Ansible • Deploying software, managing user group and application servers, web servers using Chef • Provide administration and analytic skills to learn new application for demo • Setup nodes, resources, and recipes, configuration data with data bags • Create user manual and creation of logical and physical data model • Researched and demo different configuration management tool such as Chef, Puppet, Ansible • Deploying software, managing user group and application servers, web servers using Chef • Provide administration and analytic skills to learn new application for demo • Setup nodes, resources, and recipes, configuration data with data bags • Create user manual and creation of logical and physical data model

SAP Teaching Assistant/ Administrator

• Feb 2015 - Dec 2015

• Recognize in teaching SAP ERP modules FI, MM, SD, MM, PP,QM to class• Create assignments, master data for the SAP in the database• Provide technical assistant/customer support related to SAP ERP and configure user’s device• Access, transform, visualize data from sources using SAP Lumira for business intelligence• Use system analytic skill to find solutions to the problems on everyday basis • Provide administrative and executive support within departments• Manage executive team's calendar, plan client meetings, prepare reports, and spreadsheets. Show less

Student Administrative Assistant

• Aug 2013 - Feb 2015

•Provide the technical customer support to students and faculty regard to information.•Using ASTRA software to do the campus reservation and ensure.•Maintain awareness of all activities and events within the facility to ensure customer support.•Coordinate with operation staff for room set ups, security of the facility, and all equipment.•Recognized for high-quality work, organizational strengths and exceptional customer service.•Excelled within deadline-intensive setting, ensuring accurate and on-time completion of projects.•Setup, maintain gaming technology such as PS4,PS3,Xbox360, Wii at Patriot Zone (Game station) Show less

PC/LAN Intern

• May 2015 - Aug 2015

• Remotely manage, and deploy, licenses, apps for iPhone, iPad, Android and other devices, and add them in VPP, and BYOD program using SAP Afaria. • Maintained and supported the LAN and WAN systems, network servers • DBAN decommission systems, install and backup user profile, and patches to new systems • Troubleshoot technical and hardware related problems using system analytic skills • Asset management, deploying, operating, maintaining, upgrading, and disposing assets • Provided expertise in business analyses, data processing, testing and improving software • Manage, migrate, update database (CMDB), and active directory, create help-desk tickets. • Install software, hardware, printers, computers and repaired them Show less

Student Assistant

• Aug 2009 - Jan 2011