Resume


  • IBM

    November 2020-Present

    Salesforce Platform Administrator

    • Work with a team of 12 to manage support for a Salesforce org with 600,000+ users. • Manage an average of 25 cases a day and resolve between 1-10 cases a day. • Utilize JIRA to track tickets ranging from bugs to incoming requests from users as well as other teams and departments. • Update records that are requested from support agents to development teams utilizing Data Loader and Workbench. • Create and update documentation on current processes which include ticket management and general troubleshooting processes. • Resolve issues in Field Service Lightning ranging from work orders being updated incorrectly from external sources, to record type mismatch, and updating records due to support agent lack of permissions. • Work with the FSL / Service Cloud / API teams on fixing and testing issues with regards to the Console and Mobile App. • Work to resolve issues regarding single sign on (SSO) login issues for Experience cloud, as well as errors regarding automation. • Utilize email-to-case for external users having issues with the internal and external portal. • Troubleshoot user access to reports and dashboards for Einstein analytics as well as any missing data. • Resolve issues with case routing, case milestones, and case automation utilizing service console. • Troubleshoot issues with Omni Channel routing and with chat transcript access. • Troubleshoot issues with entitlements ranging from missing to routing within Service Cloud.

  • Texas Veteran’s Commission

    February 2019-November 2020

    Salesforce Administrator

    • Update role hierarchy to match the new organizational structure using the sharing model • Create web forms using WordPress Ninja Forms which imported new veterans into Salesforce • Set up Outlook Integration with Salesforce and Maintain Nintex DocGen integration • Create documentation on current and updated processes for all programs • Utilize Apex code for new processes and data validation • Utilize Visualforce and Lightning Web Components to implement new UI features • Create validation rules to maintain data standards per business requirements • Build and design communities for external users to manage the grant lifecycle from application to closeout • Migrate agency users to Lightning Experience and create lightning pages utilizing the Lightning App Builder • Create and Update Existing Custom JavaScript Buttons to new Lightning Action Buttons • Manage two orgs with 200+ users per org • Update organization security / password standards and increased Salesforce Health Check • Create and gathered requirements for building new application standards by using low code declarative standards.

  • Turnkey Vacation Rentals

    September 2017-February 2019

    Email Marketing Associate/Salesforce Administrator

    • Consistently meet or exceed goal for leads generated in Salesforce • Find and vet qualified leads to ensure accurate contact information • Keep lead rejection rate low • Manage Salesforce automation and productivity improvements • Sandbox management • Reports and Dashboards creation/management • Salesforce user management including access and security • Troubleshooting and level 3 support

  • DigitalMarketer

    May 2016 - September 2017

    Salesforce/Fulfilment Assistant

    • Research marketing and sales using Wicked Reports, Facebook Ads Manager, Infusionsoft, Maropost, and Salesforce • Manage Salesforce automation and productivity improvements • Sandbox management • Reports and Dashboards creation/management • Salesforce user management including access and security • Troubleshooting and level 3 support • Print, package, and mail certifications and welcome kits for members • Spot-staff at front desk as needed; assist clients and answer questions • Manage and maintain office supplies • Perform customer data analysis and updating outdated customer data

  • Consultanting Freelance

    January 2016 - April 2018

    Content Editor and SEO Consultant

    Projects: Merivis Foundation • Edit content for website and blog • Conduct research and implement SEO strategy • Employ Google Analytics to optimize target audience XLR8 Website Marketing Services • Edit content and create copy for website • Conduct research and implement SEO strategy R-CISC • Conduct research and implement SEO strategy Sparkovation • Conduct research and implement SEO strategy • Employ Google Analytics to optimize target audience

Salesforce Certifications

Skills

Salesforce Administration90%
HTML / CSS65%
Automation70%
Implementation 65%

Education

The University of Texas at Austin

2012-2015
Bachelor of Arts in Classical Archaeology and Anthropology 

Weatherford College

2010 – 2012
Dual Associate in Science and Arts with honors 

Other Certifications

DigitalMarketer Certifications:

Certified Content Marketing Specialist-August 2016

Certified Customer Acquisition Specialist-September 2016

Certified Customer Value Optimization Specialist-September 2016

Certified Social & Community Specialist-September 2016

Certified Email Marketing Specialist-October 2016

Certified Optimization & Testing Specialist-October 2016

Direct-Response Copywriting Specialist-September 2017

Certified Search Marketing Specialist-September 2017

Certified Ecommerce Marketing Specialist-September 2017

Certified Analytics & Data Specialist-September 2017