Richard Hensley Email & Phone Number

- User Administration Setup and Support- Creation and maintenance of user roles, profiles, and hierarchy- Maintain security using sharing rules and security levels (Object, Field)- Create and maintain fields, validation rules, workflow rules, views, and reports- Use Dataloader for bulk record administration- Responds to and resolves issues reported by GeneDX/Sema4 employees for SalesForce- Modification of Standard and Custom Objects to assist with making department workflows run smoother- Create and administer reports, dashboards, and custom report types- Setup and Administration of Flows and Process Builders- Administration of Service Cloud & Sales Cloud- Able to read, understand, and make minor tweaks to ApexProjects:- Defined and Automated User Onboarding and Offboarding Processes- Created case management process to track patient cancer testing- Implemented and managed OwnBackup processes to ensure data and metadata is backed up- Created and defined Escalations process to improve inter-departmental communication through Cases and Child Cases instead of Email, allowing the ability to track and ensure appropriate turn around times for customer issues- Configured and deployed Salesforce Maps

Tampa, Fl

- User Administration Setup and Support- Creation and maintenance of user roles, profiles, and hierarchy- Maintain security using sharing rules and security levels (Object, Field)- Create and maintain fields, validation rules, workflow rules, views, and reports- Use Dataloader for bulk record administration- Responds to and resolves issues reported by Greenway employees for SalesForce- Modification of Standard and Custom Objects to assist with making department workflows run smoother- Create and administer reports, dashboards, and custom report types- Maintain and troubleshoot connected applications to SalesForce (DocuSign, Marketo, SalesLoft, Comity, MapAnything)- Administration of Service Cloud & Sales Cloud

Tampa, Fl

- Same responsibilities as Associate Helpdesk Engineer- Assist with the configuration of deployment software and scripts used during deployment- Point of escalation for Cisco IP Phone questions and issues

Tampa, Fl

- Responds to and resolves issues reported by Greenway employees on IT supported products.- Utilizes ticket tracking systems to document user technical issues and resolutions.- Participates in deployment projects with other IT teams.- Performs user administration on servers.- Responsible for system preparation, including Operation System installation, software installations and user configurations, for new and rebuilt systems for employees.- Performs software installs, minor hardware repairs/maintenance and assists with moving employees' desktop equipment.- Responsible for maintaining relevant equipment information in asset database.- Provides emergency on-call support on a rotating schedule.Beginning February 2017: SalesForce Administration:- User Administration Setup and Support- Creation and maintenance of user roles, profiles, and hierarchy- Maintain security using sharing rules and security levels (Object, Field)- Create and maintain fields, validation rules, workflow rules, views, and reports- Use Dataloader for bulk record administration- Responds to and resolves issues reported by Greenway employees for SalesForce and connected Applications (DocuSign, custom objects)- Modification of Standard and Custom Objects to assist with making department workflows run smoother- Create and administer reports, dashboards, and custom report types

Tampa, Fl

- Resolved basic common user problems in real time, including software functionality problems and questions- Escalated top priority, production-critical issues to the appropriate technical staff- Streamline and improve current procedures and assist in documentation and training- Performed global incident routing; including validation, processing, triage, routing decision point, and assignment- Provided technical assistance for the Health Care Analytics Software, including support of Microsoft Operating Systems (Server and client), Microsoft Office (Excel, Access), networking, network shares, and domain issues, by troubleshooting customer calls and documenting accurately- Subject Matter Expert for supported software product which entails acting as a point of escalation, and expanding fellow colleagues’ product knowledgeAttached below are some batch file and powershell script examples I authored while working at this company.