• Creating and managing Salesforce users, profiles, permission sets, roles, sharing rules, and security controls in Salesforce• Managing users in 3rd party softphone systems: NewVoiceMedia and UC1• Developing and implementing changes to applications, objects, fields, workflows, processes, flows, validation rules, approval processes, email alerts, email templates, advanced formulas, page layouts, record types, and Lightning pages• Creating and maintaining effective documentation on integrations, processes, and other solutions on Confluence• Troubleshooting, resolving and tracking Salesforce end-user issues, providing third-line support where necessary• Demonstrating new functionality and changes to key stakeholders in show & tell sessions• Working in an Agile delivery environment using tools and techniques such as Scrum, Kanban, Confluence and Jira• Creating and managing Salesforce Reports and Dashboards using both Salesforce standard reporting functionality and Einstein Analytics• Keeping up to date on new Salesforce features and functionality in Salesforce’s triannual major releases• Attending sprint planning and elaboration sessions with the wider Salesforce Development Team to plan upcoming work and discuss technical solutions/designs• Release management following a delivery pipeline using Bitbucket (Stash), IntelliJ, Illuminated Cloud, SourceTree and the Salesforce Ant Migration Tool

- Creating and managing users: creating and amending profile permissions and permissions sets- Building and maintaining custom objects and fields and maintenance of page layouts- Importing, exporting and updating data - Creating and maintaining Reports and Dashboards- Assisting with testing and QA of new on-demand features and functionality- Delivery of user training and creating release documentation- Keeping up to date with new Salesforce features and functionality and providing recommendations for process improvements- Following an agile development methodology to ensure requests are delivered promptly and efficiently- Ensuring change control and environment management processes are followed- Designing, building and maintaining declarative features: Workflow Rules, Process Builders, Validation Rules, etc- Working with key stakeholders in the business to gather requirements for change and improvement and propose solutions- Leading large projects from top to bottom: reviewing and researching functionality, implementing and providing user training. E.g Migration to Salesforce Lightning- Supporting AppExchange applications: e.g Conga, SMS Magic / Workflow, Lead Capture etc

• Team management position worked as well as the Onboarding Project Manager role managing a team of 6 people• Motivating and nurturing the team to ensure tasks are completed efficiently and in a timely manner• Planning and presenting weekly team meetings to communicate any necessary process changes, discussing any team concerns• Training new members of staff• Dealing with any customer escalations: Identifying the issues quickly, being proactive and putting a solution in place• Liaise and work with a number of different teams within the company: sales, consulting, support, customer success, development and other management in order to resolve customer queries or issues by planning a strategy together• Adhere to company policies and processes

• Oversee, manage and execute complex customer upgrades• Mitigate and quantify potential risk by reviewing customers customised environments prior to upgrading and plan an upgrade path accordingly• Liaise with customers to determine their requirements and expectations and to review any concerns • Work closely with internal teams; Support, Implementation Consultants, Customer Success Managers, Product Services, Product Managers and the Development Team• Analyse any possible upgrade issues and refer to relevant team/s for investigation, guidance or instruction.• Implement new department processes to improve customer upgrade journeys and customer experience; ultimately enhancing business reputation• Working to tight schedules to ensure customer upgrades are complete to high standard in time for software implementation and customer go lives dates.• Developed further experience with the Salesforce Platform and how to resolve any issues preventing or delaying customer upgrades to ensure schedules are met.

• Working in the financial software industry performing product installations and upgrades• Paying attention to detail when performing product post installation steps to ensure that the product is installed/upgraded correctly and successfully.• Gained in-depth experience using the Salesforce platform• Working on my own and as part of a team to ensure that installations and upgrades are seen through and completed from start to finish• Creating support cases and liaising with the Support Team on any issues that customers may experience during the installation and upgrade processes • Continually operating a busy workload, ensuring that a high professional standard is maintained throughout• Performing a large number of upgrades and installations daily whilst making sure customer correspondence is completed in a timely manner

• Working in the leisure software industry providing 1st line IT support• Configuring Citrix based apps (Bookings, Point of Sale, Membership Sales, Reporting, Membership Management, DD Processing, Invoicing, Member Access, and User Permissions)• Installing, configuring and troubleshooting Citrix and point of sale peripherals via front end and XML• Configuring/troubleshooting online bookings and booking users through CMS• Day to day use of Windows Server 2003, 2008 Active Directory and Remote Desktop Services Manager• Logging, updating and resolving or escalating support tickets• Identifying and logging software bugs• Training and mentoring members of staff• Taking large numbers of calls and providing customers with necessary training on the software provided.