Patrick Lupo Email & Phone Number

Clayton, Mo, Us

Earth City, Mo, Us

Earth City, Mo, Us

Salesforce Certified Advanced Administrator with 5 plus years experience in performing Salesforce platform maintenance and point and click development. Enjoy finding solutions to problems and improving processes.• • Maintain Salesforce platform by monitoring support queue and resolving user issues• Performs system administration functions such as user management (profiles and roles), field and validation rules, record types, picklists, page layout management, Lightning record page layout, data management using data loader and workbench, email templates, sharing settings, object management, queues and list views, reports and report types, public groups, sandbox refresh management, as well as other configuration items• Helped deploy Service Cloud and migrate to Salesforce Lightning• Test and deploy Salesforce release updates• Work development backlog and complete stories to meet business needs• Utilize Flows/ Process Builder/ Workflow rules to automate business process• Research and develop solutions for business improvements• Salesforce platforms: Sales Cloud, Service Cloud• Familiar with Salesforce Classic and Lightning (currently using Lightning)• Utilize Agile/ Scrum methodology and Azure DevOps to organize development work• Work with business stakeholders to gather requirements, translate business need into Agile user stories, complete work using declarative development, demo and deploy• Develop, test, demo, deploy and validate Agile stories into production using change sets• Research, install, setup, 3rd party applications using AppExchange• Setup, tested, and deployed myTrailhead (Enablement)• Create documentation for knowledge base and training• Support Pardot requests• Support RSA single sign-on• Support Community PortalsCertifications• Salesforce Certified Advanced Administrator• Salesforce Certified Administrator• Six Sigma Green Belt Certified• Accelerating Implementation Methodology (AIM) change• management

Earth City, Mo, Us

• Six Sigma Green Belt certified• Work with business teams to review their current processes and identify areas of improvements• Identify stake holder when creating or changing a process workflow• Develop new workflows to improve efficiency• Gather, analyze, record, and report data collected around current workflows• Performing risk assessment when deciding on a process change• Work with business teams make sure process/ workflow are in alignment with team goals• Create control plans to make sure improvement plans are maintained• Member of Continuous Improvement Team - review business improvement suggestions and work as a team to determine business impact, ROI, and effort needed to make change

Earth City, Mo, Us

•Planned and conducted meetings using WebEx to manage participation of remote associates during the requirements gathering, story pointing, and sprint planning phases•Provided business knowledge and technical support for business requirements working closely with developers, QA departments, and business users to identify the correct business rules to document•Maintained active timelines for all business unit members to ensure tasks were being completed within required time frames•Developed implementation activities for business members including impact assessments, key role maps, and communication plans to ensure all involved parties were informed and prepared for any changes•Created MS SharePoint pages for all assigned projects and worked with IT and business members to maintain content•Acted as the primary point of contact for all members of the business unit regarding systems issues, concerns and praise for the project•Interdepartmental liaison between IT and business•Work with development and business teams to determine impact and gather requirements.•Create Key Role Map and conduct Impact Assessment to identify stake holders.•Contract with business and other key members within a project.•Act as liaison between business and project development teams to ensure business goals are met.•Communicate project progress to business units.•Help validate project deployments by coordinating and assisting in business validation or UAT testing.•Prepare impacted teams for change by: oCreating new business workflows oCreating help guides and training documentation oCommunicate changes to team oSchedule and assist in train impacted teams oHelp create post deployment strategy and reinforcement plan

Earth City, Mo, Us

•Provide advanced end user technical support for approximately 400 clients.•Perform Desk Side PC setup and take down.•Create, support, and record WebEx meetings.•Work within various ticketing systems; Bridge Track, Spiceworks, Kace•Support Cisco VPN for client remote connectivity.•Provide support for all software including in house designed.•Blackberry Lead; Setup, BES Activation, support.•Utilize VNC Viewer for remote PC control.•VMware Client for updating, cloning, connectivity of virtual machines.•Utilized Snag-it and Pic Pic for creating training and KB Documentation.•Desktop build; create and deploy PC desktop build using Ghost and Kace.•Work within Active Directory to edit, disable, unlock accounts and add PC to domain

St. Louis, Missouri, Us

Responsible for 2nd tier Support for Microsoft Office 2007; Currently supporting Outlook, Excel, Power Point, and Word, responsible for automating weekly, monthly metrics to evaluate needed changes for efficiencies throughout IT Service Desk, provided hands on support for MS Outlook as well as team lead, managed 2 direct reports conducting monthly 1:1 Meetings and Performance Reviews, gathered metrics for IT Service Desk groups that included Help Desk, Desk Side, and Remote IT groups to find more efficient ways to do business and improve our processes, Investigated and resolved issues affecting the proper operation of Microsoft Office products.

St. Louis, Missouri, Us

Lead for Helpdesk Team of 16 analyst that fielded 8,000 technical support calls per month with a 98% team customer satisfaction rate.Conducted monthly 1:1 meeting for performance reviews, created and implemented team SLA, maintained team Knowledge Base, conducted new hire selection interviews, mentored and trained new hires, established and communicated common goals and direction for team, acted as subject matter expert for team, monitored analyst on-line time, call length, ticket queue, and phone procedures for quality assurance, created and adjusted team schedules.

St. Louis, Missouri, Us

As IT Helpdesk Analyst I helped resolved various client end PC issues including: Microsoft Office products 2002/2007, Window XP OS, wireless connectivity, Cisco VPN remote connectivity, Blackberry and other hand held devices.I was the Blackberry and hand held device lead for Helpdesk team. Also participated in several projects like; developing new hire process, launching of Business Conduct training course, updating knowledge base database, deployment of 450+ Blackberry's to sales group.