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Resume

Work History

September 2022-Present

Salesforce Technical Support Specialist

Lineup Systems

Remote, U.S.

  • Configure and maintain Salesforce orgs for over one hundred (100+) users, including custom objects, fields, page layouts, and security settings.

  • Deliver exceptional customer service while multitasking efficiently.

  • Manage over fifty (50+) incoming Salesforce requests weekly; prioritize cases and provide timely resolution;

  • Troubleshoot queue of Salesforce and Adpoint tickets in Atlassian JIRA;

  • Investigate inbound and outbound batches as well as field mappings in Salesforce; configure Salesforcefield mappings for customers;

  • Conduct regression and smoke testing of new Adpoint and Salesforce releases;

  • Configure roles and permissions in Salesforce; also manage customer upgrades;

  • 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;

  • Conduct cross-functional collaborations with divisions including Infrastructure and Quality Assurance (QA)to diagnose and resolve complex issues and bugs, and ensure software stability;

  • Maintain accurate customer records and documentation in Salesforce CRM, including all communications;manage data to optimize product performance;

  • Evenly dispatch queue of tickets to team.

August 2020-June 2022

Family Life and Educational Specialist

Chesapeake Public Schools

Chesapeake, VA

  • 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

  • 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

​​

Medical Screener - Octapharma Plasma Inc. - Chesapeake, VA                                             08/13 - 08/14

Education

2010-2015

Hampton University

Bachelors of Science

Hampton, VA

  • 3.5 GPA

  • Graduated Cum Laude

  • 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

  • Salesforce Configuration & User Management

  • Data Management & Agile Methodologies

  • Validation Rule Design & Security Settings

  • Exceptional Communication & Liaison Skills

  • Client Satisfaction & Performance Optimization

  • Compliance Monitoring & Sales Reporting

  • Requirements Gathering & Issue Resolution

  • Process Mapping & Gap Analysis

  • Data Analysis & Workflow Automation

  • Project Management & Case Documentation

  • Extensive Cross-Functional Team Collaboration

  • Internal & External Stakeholder Relations

Certifications

Google IT Support Professional Certificate | Coursera | 2022

Salesforce Certified Administrator | Salesforce | In progress

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