Michael Hernández Email & Phone Number

• Spearheaded the integration between Salesforce and DocuSign, significantly streamlined the generation of customer records and agreements, resulting in faster contract processing and enhanced customer satisfaction due to improved accuracy and efficiency.• Developed an in-house version of CPQ using Opportunity Schedules and Lightning components, which notably enhanced the sales quoting process by increasing its efficiency and reducing manual errors, leading to smoother operations and improved sales cycle times.• Key contributor to the implementation of an ELT (Extract, Load, Transform) system utilising Salesforce records, a PostgreSQL database, and Microsoft Power BI, substantially improving data accessibility for decision-making and reducing the time needed for reporting and analysis.• Consistently engage with stakeholders at every phase of the development process, ensuring solutions are precisely aligned with business needs, resulting in improved project delivery satisfaction and more effective and responsive development cycles.

Ireland

Ireland

Lead the resolution of critical technical issues, providing prompt and complete analysis of technical challenges and business issues.Troubleshoot customer integrations, issues with Salesforce APIs, Apex, Visualforce and implementation of other Salesforce developer products.Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing guidance on best practices.Create knowledgebase materials dedicated towards operational efficiency whilst also empowering and enabling the greater support community.Share best practices with team members to enhance the quality and efficiency of customer supportResearch new technologies as they relate to Salesforce features.

Dublin

I am currently working as Mentor, where I'm responsible of supervise and support Stream Tier 1 agents as well as to provide QA feedback. Also I'm interact with upper management on a daily basis to assure that procedures and customer service are delivered in the best way possible to our clients.

Supervised the night shift and was in charge of offering both online and offline services such as dealing with email requests for European branches, generating reports to management and creating Access applications. Also conducted online database training for Western Union agents. All reports and daily activities were performed in English.

Provided online service to HP technicians, coordinated agent´s timetables.

Higher Diploma In Information Systems And Information Technology (Dt249), Computer Science, Third Year

Engaged in comprehensive coursework including Computing Fundamentals, Information Systems in Organizations, Programming and Algorithms.

Beginners 1, Language

Bsc In Progress, Computer Engineering

Intermediate, Language

Education record

equivalent to leaving certificate