Omar Alexander, Mba Email & Phone Number

Houston, Texas, United States

Houston, Texas, United States

As Salesforce Administrator/Business Analyst, I oversee and manage end-to-end support and sales operations by creating and employing case and custom objects using Salesforce to enhance department productivity. Using my analytical abilities, I manage the plethora of files transferred from Google's office platform and common programming language to MS365, including documents, spreadsheets, presentations, and webpages. In addition to this, I facilitate senior Salesforce developers by documenting procedures, practices, and concepts required for operations usage and development. Key Accomplishments: ► Delivered detailed guidelines to new users to administer, arrange, and document Salesforce Marketing Cloud data. ►Integrated Salesforce, front-of-Site, Customer screen share, FormAssembly, and various other third-party tools to boost frontline usability. ►Extracted, transformed, and loaded automation through Microsoft Power Automate and Salesforce Object Query Language to minimize user intervention and workload. ►Optimized data management procedures by simplifying and stabilizing data using a query language.

Houston, Texas, United States

As a Sales Analyst, I increased sales and profitability by building Customer Relation Management system through integration of Salesforce. During this tenure, I entered leads in Salesforce and parsed data in proper format, and sent it as a CSV dump for agents to contact. Lastly, I archived data for easy retrieval, storage, and distribution in CSV format through scripting. Key Accomplishments: ► Played a key role in automating procedures, such as administering documents, spreadsheets, slides, and webpages created in Google's office platform and standard programming language. ► Generated, saved, and distributed detailed reports to enable management to perform precise and quick information reviews.

Houston, Texas, United States

While working over here, I steered efforts towards flawless execution and completion of a pilot program in collaboration with a huge group of temp agents, fast track to full-time employees for the company. Key Accomplishments: ► Created and monitored spreadsheets to track agent performance across regular departments.

Houston, Texas, United States

During this employment period, I addressed presales inquiries and answered escalated calls from lower-level tech support to resolve customer issues and enhance client satisfaction. Using my exceptional technical skills, I fixed and reported bugs and software/hardware, technical, and non-technical issues in web hosting plans and services. Moreover, I aided clients in identifying best services as per requirements. Key Accomplishments: ► Advised and mentored younger tenured agents to troubleshoot technical errors and provide superior customer services. ►Led and trained Tech Support Engineers Tier 1 on technical best practices to achieve favorable outcomes. ► Completed testing for advancement in additional company access by serving as proctored agent.

Houston, Texas, United States

During this tenure, I addressed large number of telephone technical support requests to mitigate level-one escalation issues through helpdesk. Additionally, I troubleshot email connectivity issues on mobile devices, tablets, and servers. I evaluated accuracy of billing data to void any errors. Key Accomplishments: ► Showcased outstanding multitasking skills while completing multiple assigned tasks to meet particular goals. ► Enhanced customer experience by offering assistance in fixing technical/non-technical faults in web hosting plans and services using MySQL, PHP, and JavaScript language.

Respond to high volume of telephone inquiries and complaints regarding child support case processing and status. Researches case information on the Texas Child Support Enforcement System (TXCSES) and requests information from field office staff; maintain current knowledge of child support policies and procedures, Texas Family Law, federal regulations and other states' IV-D regulations. Document actions taken in TXCSES. Assess child support cases to determine appropriate action. Explain Child Support Program policies, procedures and regulations to customers.

Researched case information on Texas Child Support Enforcement System (TXCSES) and requested information from field office staff. Maintained current knowledge of child support policies and procedures, Texas Family Law, federal regulations and other states' IV-D regulations. Documented actions taken in TXCSES. Assessed child support cases to determine appropriate action.

Houston, Texas Area

As a Customer Service Manager, I supported staff in completing hardware, software, and sales activities to deliver superior customer service. Furthermore, I resolved customer complaints and addressed client queries and concerns related to policies and procedures in a timely manner. In coordination with management, I implemented corporate and departmental policies, procedures, forms, and service standards to yield positive outcomes. Moreover, I installed cables, operating systems, and appropriate software. Key Accomplishments: ► Increased Better Business Bureau's ratings by two within a few weeks and succeeded in attaining promotion to Customer Service Manager. ►Guided staff by providing effective guidance for resolving complex problems. ►Monitored activities of five Call Center Technicians by acting as Technical Support Supervisor. ►Administered user, server, and website as per company control procedures and protocols.

Houston, Texas Area

Wrote technical materials, such as software manuals, appendices, and operating instructions. Organized material and completed writing and illustration assignments. Trained and instructed employees in job duties and company policies as well as arranged for training to be provided. Reviewed published materials and recommended revisions as well as changes in scope, format, content, and methods of reproduction. Selected photographs, drawings, sketches, diagrams, and charts to illustrate material.

Houston, Texas Area

Provided technical assistance to computer system users. Answered questions and resolved computer problems for clients in person, via telephone and from remote location. Answered user inquiries regarding computer software and hardware operation to resolve problems. Acted as backup IT person for company when IT administrator was unavailable. Referred major hardware and software problems as well as defective products to vendors and technicians for service.

Various

Administrative Specialist April 2004 – October 2008Reorganized and maintained a filing system for more than 3000 soldiers. Interacted with more than one hundred soldiers and their family members on a daily basis.Orderly Room Supervisor April 2001 – April 2004Responsible for processing, maintaining, and distributing paperwork for over a hundred soldiers on a daily basis. In charge of five or more soldiers. Performed multiple supervisors’ roles in the event of their absence.

Houston, Texas Area

Interacted with customers to provide information in response to inquiries about products and services. Conferred with customers by telephone and in person to provide information about products and services. Referred major hardware and software problems as well as defective products to vendors and technicians for service.

Master Of Business Administration - Mba, Management Information Systems, General

Bachelor'S Degree, Management Information Systems

Activities and Societies: Management Information Systems Organization

Associate'S Degree, General Studies