Paul Goggin Email & Phone Number

Huntley, Il, Us

In a Part-Time capacity, I am a member of the Parks and Facilities Department. My role is largely centered around making sure that the building and facilities are in a consistent safe and ready state for Park District Members. In my Day-to Day responsibilities I am a public facing member of the team tasked with setting up and tearing down event spaces, light electrical or mechanical repairs and maintenance or both facilities and equipment and helping to make sure that appropriate solutions are found for Park District Members in situations where the expectations are not being met. CommunicationOrganizational skillsPublic speakingProblem resolutionDealing with difficult peopleFacilities and equipment maintenance and repair

Hartford, Connecticut, Us

Member of Aetna’s Service Innovation Team tasked with Designing,Developing and Supporting technical solutions that improve employee efficiency or quality of data for Sales, Audit, Marketing, and other lines of business through the use of the Salesforce CRM Platform. Supporting ~ 400 users in both Classic and Lightning instances. On average 75% of time is spent developing or working on custom solutions to a complex business issue with the remainder consisting of standard “out of the box” Salesforce solutions. Projects run from Intermediate to Advanced level.Functional aspects:System Admin: Daily administration and support of Salesforce.com consisting of managing users, user training/adoption, role/profile management, customization of objects, fields, record types, page layouts, validation rules, and Report/Dashboard creation. Process Builder/Flow,Salesforce-to-Salesforce.Business System Analyst: Technical Design / implementation Lead or Co-Lead depending on project. User Acceptance Testing, Project milestone/status achievement. Working with departments on change requests to ensure changes align with business processes and don’t introduce new issues. Depending on project either design business requirements or refine them for implementation. Suggest improvements to current process and functionality to take advantage of technical developments on the platform while preserving/improving the user experience.Apps: FormAssembley,Conga, Distribution Engines ( all Beginner to Intermediate level)

Set up my own LLC doing side work (Gig work) with the intention of generating additional Income for some of my hobbies (Home remodel, Automotive restorations, backyard renovation, daughters saving account, etc) as well as my retirement fund. Side jobs consisted of Landscaping, Painting, Furniture assembly, freight, and food delivery (Door Dash, Rodie, TaskRabbit, Uber Eats). I didn’t want to use other tracking apps and being a Salesforce Admin, it was a logical choice for me to use Salesforce as I could configure my tool to suit my needs with immediate turn around.Using Salesforce, I configured a custom app so that I could track my work. The custom App allows me to track my Gross and Net Income to Goal, which vehicles I use for what jobs, the expenses incurred per job, fuel costs, Office expenses and vehicle maintenance logs (I do my own car repair so logging this activity allows me to remember when my last oil change or repair work was completed). Recording the activity in Salesforce allows me to quickly compile data to determine my income progress and allowed me to complete my State and Federal Income taxes much faster. I use my App both with my laptop and using the Salesforce mobile App on my phone. Once my job is completed, I log it in my app and I'm on my way. Two of the side effects I've gained are that 1. I have a better understanding of how users interact with and report out of Salesforce, and 2. it helps keep me aware of new functionality or limits on the platform. This understanding has also translated into how I improve my approach to being an admin in my fulltime role: I'm not just an administrator I'm also an end user.Configuration consisted of Custom App, standard and custom objects, standard and custom fields, validation rules, Page layouts, Record types, Flow and Reporting and Dashboards.

Chicago, Il, Us

Responsible for project deployment/ support of multiple sales / business operation technology platforms including B2B eCommerce websites, SaaS tools, Salesforce.com and Clarify CRM systems. Position consists of project support and system administration.• Sys Admin: Salesforce.com (800 users) and Clarify CRM (1,600 users) Systems. Report/Dashboards, Role/Profile/User set up, Workflow design, System configuration, testing, troubleshooting. • Sys Admin: eCommerce websites(businessonline.motorolasolutions.com)(businessonline.vertexstandard.com) • Business liaison between cross-functional stakeholders with projects / systems across multiple teams of varying technical aptitudes/disciplines. • Managed multiple improvement projects lasting 1+ year in duration impacting multiple teams and customers. Successfully reducing ~$15,000 a month to the Transportation budget, decreasing Free-Shipping requests to the Credit department for customer satisfaction concerns, and reducing account errors during the set up phase.• Drove the onboarding of a full support staff during a division spin off to enable the spun entity to fully support their own mirrored environment post-divestiture based on our best practices. Significant additional contributions in this position included: Functional Key Technical Account Manager• At their specific request, I owned the technical relationship with the largest reseller in North America acting as their escalation point for change requests and immediate concerns to understand their pain points / drive resolutions.• Working closely with Customer/ Motorola to prioritize issues/ coordinate resolutions. Successfully recaptured 1 Million dollars in previously lost sales activity for the marketing team, $840,000 in lost incentive compensation for the Reseller, and drove several enhancements that also improved the customer experience channel-wide while additionally reducing the support team service demands.

Chicago, Il, Us

Department helpdesk for a proprietary Windows-based sales and marketing software program in a distributed application environment. Tasked with resolving issues regarding technical troubleshooting, and application training for 12,600 B-to-B end users and for a 180-agent call center.• Supported 6 software lifecycles ultimately leading to Lead support role to successfully drive the migration of 850 resellers from client- server to Web-based implementation. Including redesign of self-help training materials, technical documentation, and live training for customers, agents, and support staff.• Provided local PC desktop support including set-up and install of operating systems for hardware and software issues.• Influential in Successfully implementing a formalized training and department process change leading to a Multi –Tiered helpdesk approach Reducing case escalation backlog 35% in 6 months by cross training general call center agents to handle common quick-fix issues during First-call incidents and leveraging the upper tiers to work on more technical or deep-analysis issues

Chicago, Il, Us

Team-Lead and Department Trainer for second shift packaging and shipping operations. Coordinated appropriate team response to escalated shipping requests for mission - critical demands. Compiled daily inventory status reports to management and engineering teams.Researched, designed and implemented a section of warehouse space in a manner that lead to a 25% reduction in cycle time for our product packaging department and then redesigned employee workstations and set-up areas during personal time for our Receiving department saving $4,800.00 in set-up charges and led to estimated 22% gain in department productivity.Shift Captain -Emergency Response Team: Founding member of internal OSHA compliance Team that was credited with a 55% reduction in reportable injuries via an intensive training and departmental rewards program. Safety team received CEO Award in 1999 for achievement beyond compliance and innovation. Assisted the OSHA Compliance Manager with administering monthly facilities inspections, training sessions, and awareness campaigns. Selected as an official representative to interact with Fire Department in absence of OSHA Compliance Manager during shift incidents.

Residential and Light Commercial remodeling and maintenance company focused on smaller (typically +/- $8,000.00) short-duration (-+/- 2 weeks) projects. Reported directly to Company President, and was acting face of the company to the customer once contract terms and conditions were completed and signed.Supervised rotating team of 1-3 Part-time employees to ensure projects were completed on- time while complying with safety, cost and time constraints. Primarily utilized coaching and counseling (v. Autocratic) techniques to foster team work and positive morale which would come in handy when dealing with demanding contract deadlines or customer requests as this ensured the team would more-readily rally around the cause.Responsibilities included Permitting application and completion, dealing with Code enforcement, Change orders, Payroll management, quality of work and appropriate delegation of job details when time was short and work was abound.Successfully Implemented a Gain-sharing program that rewarded employee contributions for ideas that would lead to a cost-savings, contract re-issuance, or improve deadline success. Payout to each employee at the end of the year 1 was ~$ 800.00 and led to ~ $10,000.00 in new business capture/savings.

Associate Applied Science, Management

Associate Arts, Psychology

Certificate, Human Resource Management

Certificate, Strategic Management

Certificate, General Management