Brian Edwards Email & Phone Number

Washougal, Wa, Us

Hillsboro, Oregon

Salesforce Signature Support Engineering team resolves the highest severity issues for Salesforce's most valuable customers offered through our highest level of support Salesforce has to offer. Our team of technical engineers partner with our customers and internal R&D/Support Operations teams, providing proactive engagements to mitigate downtime risk, and responsive engagement to accelerate mission critical issue resolutions.Technical Engineers have a continuous focus on training in the Salesforce Platform, as well as networking and emerging technologies such as Lightning, Lightning Web Components (LWC), API and more of the latest, cutting edge features Salesforce has to offer.

Hillsboro, Oregon

Troubleshoot and diagnose a wide variety of performance related issues within the Salesforce cloud platform.Identify and optimize slow performing Apex components, Visualforce pages, SQL Queries, and API connections with SPLUNK, Workbench, logfiles, and trace files.Diagnose networking related issues such as packet loss, redirects, and latency using network monitoring tools such as ThousandEyes, Wireshark, etc.Assist clients and monitor instance migrations, ensuring their org and its integrations will not incur any failures post-migration.Identify and resolve HTML, CSS, Javscript compatibility problems with browser developer tools.Respond to high severity, business-stopping situations while meeting agreed upon service level agreements.Trained in all Salesforce skillgroups to assist the weekend support team.Acquired:- Platform Developer I Certification (Advanced Developer)

Hillsboro, Oregon

Initial point of contact for the highest level of support salesforce has to offer.Responsible for the diagnosing and meticulously recording the details of the highest severity cases and notifying the designated mission critical success team for immediate response times and expedited case resolutions.Worked a wide array of support cases including reporting, configuration, usage, data management and security. This includes diagnosing and repairing customer orgs by aiding the customers in their security settings with roles, profiles, sharing rules, permission sets and user settings as well as assisted in creating and modifying standard and custom objects, custom fields, Visualforce, workflows, formulas, page layouts, etc.Monitored call metrics and distributed resources to meet demand as well as reported on these metrics.Responsible for the development of some of the internal processes and training for employees.Created and updated internal support processes and case handling guidelines as needed.Monitored, diagnosed and resolved customer cases that came in from numerous email support channels as well.Proactively monitored performance degradations, upcoming software patches, and service outages in order to notify the customer prior to any incidents.Acquired: - Salesforce.com Administrator Certification - Salesforce.com Advanced Administrator Certification - Salesforce.com Developer Certification

Supported Yahoo Small Business Web Hosting, E-mail and Domain products via phone with an emphasis on first call resolutions. Displayed strong customer service and communication skills to effectively deal with all levels of client knowledge, interpretation, quickly troubleshoot problems and escalate to second tier when absolutely needed. Troubleshoot websites that were built with Yahoo's tools, Adobe Dreamweaver and other custom websites with a variety of different tools including phpMyadmin, log files, and Yahoo Knowledgebase with my background in PHP, MySQL, Joomla and Wordpress. Gained strong SEO experience. Helped clients correctly configure and install Yahoo E-mail and Web Hosting products on a wide variety of Operating Systems and mobile devices.

Responsible for the achievement of the sales set by the company. Maintained and updated market search and sales reports. Prospected and profiled potential clients, building a customer base and account profile with 50-5000 seat companies gaining a strong understand of the different software and hardware utilized. Built and maintained relationships with clients and suppliers and forecasting future needs. Tuned product knowledge and solved complex needs.- VSP5 certified- ASP certified- Symantec certified- Autodesk certified

Provided technical support/troubleshooting and gave advice over the phone for: Hardware (Motherboards, processors, RAM, power supply etc), Networking, Audio, Video, Telecom, Wire Management, SoftwareResponsible for managing up to five Sales AssociatesWorked under heavy quotas and commission