Participated in end-to-end Salesforce implementations, overseeing all aspects from user setup, roles, profiles, and permissions to system customization and third-party integrations.Strategically manage system upgrades and maintenance, coordinating with internal IT and Salesforce support to ensure minimal disruption and optimal system performance.Serve as the liaison between business units and technical teams, effectively gathering and translating business requirements into actionable technical solutions.Develop and implement process improvements, leveraging Salesforce features to optimize business operations and drive efficiency.Mentor and train junior consultants and administrators, sharing best practices and ensuring quality across the team.Conduct user training sessions, creating materials and providing hands-on instruction to ensure effective system adoption across the organization.Lead troubleshooting and issue resolution efforts, prioritizing and resolving critical issues to maintain business continuity.Manage stakeholder relationships, presenting updates and proposals to senior management and ensuring alignment with business goals.

Managed all aspects of user and license management, including new user setup, deactivation, roles, profiles, permissions, and public groups, ensuring compliance with company policies.Served as the first point of contact for Salesforce issues, troubleshooting and resolving over 30-40 daily support cases related to user setup, data integrity, and system errors.Built and maintained custom reports and dashboards to support various business processes, providing real-time insights for decision-making.Oversaw system upgrades and other maintenance activities, coordinating with IT and Salesforce support to ensure a smooth transition and minimal downtime.Integrated and configured third-party applications, such as Salesforce Inspector, Bomb/Bomb, and ServiceNow, to extend Salesforce capabilities and meet business needs.Supported business units in process flow improvements, working closely with stakeholders to identify bottlenecks and implement automated solutions.Conducted regular audits of data and system configurations, ensuring data accuracy and optimal system performance.Developed and maintained documentation for common requests, resolutions, and system configurations, serving as a knowledge base for the team.Participated in cross-functional teams to support larger organizational projects, representing the Salesforce user perspective and contributing to technical solutions.

Managed Salesforce Nonprofit Success Pack database, ensuring data integrity and customization specific to nonprofit needs such as donor and program tracking.Handled all aspects of user and license management, including roles, profiles, and permissions, while also training staff and volunteers on Salesforce NPSP functionalities.Implemented donor management systems within Salesforce, including recurring donations, grant tracking, and individual donor histories.Customized Salesforce for program tracking, integrating with other tools like email marketing platforms and event management software for comprehensive program delivery.Provided ongoing support and training, developing nonprofit-specific user guides and troubleshooting issues as they arose.Ensured data compliance and security, implementing protocols to protect sensitive donor and program participant information.Collaborated with departments to identify and implement process improvements, leveraging Salesforce features to optimize operations and reporting.Assisted with the design, creation, and implementation of Reports and Dashboards for Operational management, teams, and users.Collaborated with IT and other SFDC Administrators to assist and implement SFDC best practices, improvements, and system processes.Investigated system issues and worked with stakeholders to resolve SFDC issues and process-related questions.Created and maintained documentation on processes, policies, and help-related materials for users.Assisted with the daily administration and support of SFDC including, but not limited to: user setup & deactivation, page layout & record type management, adjustment of profiles & roles, sharing settings maintenance, account creation, creating/updating fields, modifying workflow rules, modifying validation rules, mass data updates, building reports and consistent monitoring of data integrity.