Resume
Work History
September 2022-Present
Salesforce Technical Support Specialist
Lineup Systems
Remote, U.S.
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Configure and maintain Salesforce orgs for over one hundred (100+) users, including custom objects, fields, page layouts, and security settings.
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Deliver exceptional customer service while multitasking efficiently.
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Manage over fifty (50+) incoming Salesforce requests weekly; prioritize cases and provide timely resolution;
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Troubleshoot queue of Salesforce and Adpoint tickets in Atlassian JIRA;
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Investigate inbound and outbound batches as well as field mappings in Salesforce; configure Salesforcefield mappings for customers;
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Conduct regression and smoke testing of new Adpoint and Salesforce releases;
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Configure roles and permissions in Salesforce; also manage customer upgrades;
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Restore customer databases via Backup Manager; utilize Visual Studio to upload connection strings withcustomer database; update databases to specific versions using scripts in PowerShell ISE;
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Conduct cross-functional collaborations with divisions including Infrastructure and Quality Assurance (QA)to diagnose and resolve complex issues and bugs, and ensure software stability;
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Maintain accurate customer records and documentation in Salesforce CRM, including all communications;manage data to optimize product performance;
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Evenly dispatch queue of tickets to team.
August 2020-June 2022
Family Life and Educational Specialist
Chesapeake Public Schools
Chesapeake, VA
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Led collaborative efforts to identify and resolve educational challenges by conducting stakeholder meetings,
gathering requirements, and producing practical solutions aimed at enhanced outcomes.
â–ª Taught Family Life and Education courses to 5th, 6th, 8th, 9th, and 12th Grade students, with class sizes ranging
from twenty (20) to forty-five (45); independently created lesson plans addressing age-appropriate topics;
â–ª Leveraged data to track team progress against KPIs, providing insights to support informed decision-making
for continuous improvements.
August 2015-June 2020
Health and Physical Education Teacher
Norfolk Public Schools
Norfolk, VA
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Designed and delivered comprehensive Health and Physical Education curriculum.
â–ª Instructed both content courses, including mental and physical health topics, as well as proactive sports and
fitness participation guidance to 6th through 8th Grade students, with class sizes ranging from twenty (20) to -
forty-five (45); independently created all lesson plans.
Additional Experiences
Bank Teller- Chartway Federal Credit Union - Virginia Beach, VA 08/14 - 08/15
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Medical Screener - Octapharma Plasma Inc. - Chesapeake, VA 08/13 - 08/14
Education
2010-2015
Hampton University
Bachelors of Science
Hampton, VA
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3.5 GPA
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Graduated Cum Laude
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Major : Kinesiology
2022
Trailhead by Salesforce
Salesforce Administration Bootcamp
Remote, U.S.
2022
Salesforce Talent Alliance
Salesforce Administration Cohort
Remote, U.S.
Areas of Expertise
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Salesforce Configuration & User Management
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Data Management & Agile Methodologies
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Validation Rule Design & Security Settings
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Exceptional Communication & Liaison Skills
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Client Satisfaction & Performance Optimization
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Compliance Monitoring & Sales Reporting
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Requirements Gathering & Issue Resolution
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Process Mapping & Gap Analysis
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Data Analysis & Workflow Automation
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Project Management & Case Documentation
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Extensive Cross-Functional Team Collaboration
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Internal & External Stakeholder Relations
Certifications
Google IT Support Professional Certificate | Coursera | 2022
Salesforce Certified Administrator | Salesforce | In progress