• Worked on an agile team of five admins and four developers, supportingprimarily 600+ loan operations users in Classic and Lightning Experience. • Setup Salesforce security and account maintenance: profiles, users, licenses, permission sets, roles, public groups, and account teams.• Managed custom objects, applications, formulas, fields, validation rules and automated processes using process builders.• Customized loan process paths for specific users to follow and help them focus on delivery stages relevant to their workflows.• Customized list views, lightning record pages, record types and report types.• Built focused reports and dashboards for various teams to measure productivity.• Used DataLoader and Workbench to import/export data to and from Salesforce. • Created and shared knowledge transfer videos and training documentation.• Handled on-going production support: provisioning users, resolving support tickets, debugging, scheduling apex jobs and writing/running SOQL queries.• Configured SSO and MFA implementation to meet new SFDC requirement.

• Successfully configured and customized Salesforce Service Cloud as part of a team, to enhance case management and provide support to partner clients.• Implemented and managed the Omni-Channel feature from pilot phase to completion, including onboarding call center agents and setup Omni-Supervisor.• Collaborated on overall system configuration, third-party integrations, change set validation and deployment and maintaining security settings on user profiles. • Delivered and customized reports and dashboards for multiple client projects. • Performed basic troubleshooting within Salesforce and ServiceNow to handle user incident tickets and overall service requests.• Managed all email-to-case and case assignment rules.

• Offered administrative assistance for production operations, ensuring the setup and release of jobs align with scheduled shipping plans.• Assisted management in ensuring that both capital and human resources are sufficient to meet production needs.• Monitored monthly production output to identify problems with delivery, quality, margins, inventory, and productivity.• Collaborated on implementing a change control system for managing Customer change orders, ensuring seamless incorporation into production travelers.• Trained in related MRP systems & Manufacturing Cloud ERP software: Rootstock.