-Managed and implemented workflows, approval processes, and validation rules-Ability to troubleshoot complex formulas-Experience managing users, profiles, permission sets and familiar with Salesforce security model -Experience customizing objects, fields, record types, and page layouts-Experience creating, customizing, and troubleshooting reports and dashboards-Workflow Rules (including field updates, email alerts, time based workflow, etc..)-Advanced workflow-Validation Rules-Custom Object Creation-Custom Field Creation-Data Management-Custom Reporting/Report Type-Advanced User Management (Public Groups/Queue Membership)-Assignment Rules-Data Loader/CRM Fusion

• Troubleshoots and develops technical solutions related to software and setup errors for software engineers and assigned accounts• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources• Work in an on-line ticket queue to monitor and resolve account issues• Work in account-systems to review data at both the application level and the data level to trouble-shoot issues• Provide timely completion of secondary documentation material / knowledge base maintenance• Test new databases and application software prior to release• Provide end user training• T-SQL script push to assigned accounts • Account update deployment• Exemplary Customer Service in Professional, Personal and Case Management Situations.

Worked with customers on there needs and requirements for our used products, Alfresco and Sugar CRM. Documented requested customizations by clients and relayed them those to the designated department. Managed issues pertaining to customers. Offered assistance and professional insight to the process of hiring all interns and IT personnel.

I was the Customer Service support for All CPCC Campuses, doing such task as Answering High Call Volumes, Ticket Taking, Issue Resolution, working closely with all departments Both IT and Non IT related. Answered phones to assist both students and employees with their immediate needs regarding technology, academic and general school-based needs.Troubleshooting of various issues with college specific programs, hardware, and Microsoft applications.Kept in contact with clients and up to date information on all associated issues.Maintained a professional and consistent contact with any and all departments in the ITS department, spanning 5 campuses and 8+ departments.

Answered phones to assist both students and employees with their immediate needs regarding technology, academic and general school-based needs.Troubleshooting of various issues with college specific programs, hardware, and Microsoft applications.Kept in contact with clients and up to date information on all associated issues.Maintained a professional and consistent contact with any and all departments in the ITS department, spanning 5 campuses and 8+ departments.