Will Atouchwi Email & Phone Number

Albuquerque, New Mexico, United States

• Salesforce administrator and served as technical support for travel nurse employees and internal team as required.• Provided on-going production support and service requests, administering licensing and permissions to salesforce users, resolving support tickets, debugging errors, running queries, customized list views and lightning apps.• Used Data Loader and Workbench to read, extract, and load data from CSV files.• Configured SSO and MFA implementation to meet new SFDC requirement.• Maintained data cleanliness and accuracy by adding custom validation rules, duplicate rules, and custom formulas.• Part of team involved in the successful implementation and configuration of Field Service Lightning (FSL) application.• Generated reports and dashboards in FSL to provide real-time insights into field service performance, enabling data-driven decision-making.• Created customized lightning home pages for the Nursing Department to keep track of progress and share insight across the infusion department.• Configured, tested and deployed changes from Sandboxes to PROD.• Created user guides and added knowledge transfer videos for nurses and end users to ensure they could effectively utilize new features and functionalities.

Oklahoma City, Oklahoma, United States

• Managed the administration and support of the University’s CRM software applications, primarily Salesforce.• Initiated data cleansing of over 3,000+ student records across different departments to be used for data classification and mapping activities.• Conducted daily system monitoring, reviewing application logs, and ensuring successful completion of scheduled jobs, including backups.• Handled user account management, fulfilling requests for creating, modifying, and deleting user accounts.• Led the migration of the Salesforce org from Classic to Lightning, providing user training on navigating the new Lightning Experience interface.• Performed audit trails, sandbox management, and generated customized reports.• Prepared and translated comprehensive business requirements documentation, catering to both technical and non-technical stakeholders.• Actively managed the Help Desk support queue, providing timely and efficient support for the Service Cloud instance.• Supported and monitored cases in ServiceNow and Service Cloud omni-channel.• Collaborated with other Admins to create and maintain workflow processes.

Provided staff support and program management assistance for the mental health division to include planning, organizing, evaluating and carrying out over 5 special projects. • Responded to inquiries addressing program management issues and processes.• Monitored comprehensive dashboards, extracting data from Salesforce to analyze appointment access and missed opportunities.• Maintained tracking logs, action items, managed administrative suspense items and transaction records. • Provided training and advisory services to the professional staff in all program's administrative procedures, ensuring compliance with regulations.

Oklahoma City, Oklahoma, United States

• Managed and optimized pharmacy inventory, ensuring that medications are properly stocked, organized, and rotated. • Provided exceptional customer service by assisting customers with their purchases, answering questions about products and promotions, and ensuring a positive shopping experience.• Demonstrated strong cash handling skills, including processing transactions, providing change, and maintaining an accurate cash drawer while following CVS's cash management policies.• Possessed a good understanding of CVS Pharmacy's products, including over-thecounter medications, health and beauty items, and general merchandise, to effectively assist customers and offer product recommendations.• Trained to use Inventory control software to track stock levels and expiration dates