Marcus Nelson Email & Phone Number

Colorado, United States

Experienced in providing advanced technical support for North American power markets, specializing in proprietary software troubleshooting and optimization. Skilled in data analytics, technical documentation, and customer support, with a strong focus on improving product usability and user satisfaction. Proficient in SQL, Snowflake, REST APIs, and data modeling, with hands-on experience in tools like FreshDesk, RingCentral, and Jira Service Desk. Adept at facilitating cross-team communication… Show more Experienced in providing advanced technical support for North American power markets, specializing in proprietary software troubleshooting and optimization. Skilled in data analytics, technical documentation, and customer support, with a strong focus on improving product usability and user satisfaction. Proficient in SQL, Snowflake, REST APIs, and data modeling, with hands-on experience in tools like FreshDesk, RingCentral, and Jira Service Desk. Adept at facilitating cross-team communication, managing incidents, and working with new team members. Proven ability to enhance customer workflows, resolve complex issues, and contribute to product development initiatives. Show less

Software Developer / Systems Architect Experienced in designing, developing, and implementing software applications with a focus on architectural design for client solutions. Proficient in large-scale ServiceMax (SVMX) deployments and development for both mobile and PC platforms. Skilled in improving service level agreements, optimizing system performance, and reducing incidents through efficient system control. Expertise in analyzing, designing, and coding… Show more Software Developer / Systems Architect Experienced in designing, developing, and implementing software applications with a focus on architectural design for client solutions. Proficient in large-scale ServiceMax (SVMX) deployments and development for both mobile and PC platforms. Skilled in improving service level agreements, optimizing system performance, and reducing incidents through efficient system control. Expertise in analyzing, designing, and coding frameworks using the latest ServiceMax versions. Developed robust web and mobile (responsive) applications with strong focus on scalability, reliability, and system integration. Experienced in backend development, server database architecture, and continuous integration of multiple systems. Participated in design meetings, translating business requirements into technical specifications, and managing project priorities. Conducted complex release testing, debugging, and optimized systems for performance and harmonization. Prepared technical reports, presentations, and communicated effectively with cross-functional teams. Managed system maintenance, including disaster recovery, downtime procedures, and process monitoring. Show less

Salesforce & ServiceMax Administrator Skilled in installing, upgrading, and maintaining ServiceMax packages on Salesforce instances. Experienced in logging, tracking, and resolving Salesforce (SFDC) system issues to enhance system administration efficiency. Proficient in technical troubleshooting for ServiceMax and Salesforce, resolving customer issues effectively. Implemented Salesforce workflow rules and process builder to streamline and improve support… Show more Salesforce & ServiceMax Administrator Skilled in installing, upgrading, and maintaining ServiceMax packages on Salesforce instances. Experienced in logging, tracking, and resolving Salesforce (SFDC) system issues to enhance system administration efficiency. Proficient in technical troubleshooting for ServiceMax and Salesforce, resolving customer issues effectively. Implemented Salesforce workflow rules and process builder to streamline and improve support processes. Customized Salesforce configurations, including fields, page layouts, record types, queues, reports, and dashboards. Managed security settings, user accounts, roles, profiles, and field-level security. Provided ongoing post-implementation support and maintenance to ensure CRM systems met business requirements. Collaborated with internal teams to ensure client satisfaction, SLA compliance, and effective development planning. Identified product issues, facilitated engineering team resolutions, and created content for the knowledge base. Delivered customer support in a 24x7 environment, maintaining effective communication and problem-solving skills. Show less

Acted as the Amer East Team's SME for ServiceMax Mobile, providing technical support to clients across various ServiceMax-supported products.Experienced in integration, implementation, software updates, bug fixes, change requests, and application support activities.Proficient in troubleshooting across multiple ServiceMax versions, with enhanced skills from completing Zinc troubleshooting training.Maintained up-to-date knowledge and certifications, including ServiceMax 20.2, 21.1… Show more Acted as the Amer East Team's SME for ServiceMax Mobile, providing technical support to clients across various ServiceMax-supported products.Experienced in integration, implementation, software updates, bug fixes, change requests, and application support activities.Proficient in troubleshooting across multiple ServiceMax versions, with enhanced skills from completing Zinc troubleshooting training.Maintained up-to-date knowledge and certifications, including ServiceMax 20.2, 21.1, 20.1 (Certification Maintenance), ServiceMax 19.3, 19.2 (Administrator), Advanced Administration (SVMX201-V), and Introduction to ServiceMax Administration (SVMX101).Completed Field Service University (FSU) 1 training for in-depth understanding of ServiceMax functionality. Show less

Salesforce Administrator & IT Support Specialist Led Salesforce administration, managing profiles, custom objects, workflows, rules, validations, and page layouts. Enhanced reporting and dashboards to improve productivity and sales insights. Coordinated implementation of new Salesforce features, ensuring effective reporting and lead management using data loader. Developed training materials and conducted ongoing user training on Salesforce best practices.… Show more Salesforce Administrator & IT Support Specialist Led Salesforce administration, managing profiles, custom objects, workflows, rules, validations, and page layouts. Enhanced reporting and dashboards to improve productivity and sales insights. Coordinated implementation of new Salesforce features, ensuring effective reporting and lead management using data loader. Developed training materials and conducted ongoing user training on Salesforce best practices. Managed Office 365, Active Directory, and Microsoft Exchange administration for IT support. Provided technical support for computer systems, software, and hardware, resolving issues via a SaaS ticketing system. Assisted with system migrations, technical queries, and troubleshooting to ensure smooth implementations. Show less