P et er DP K in g

PPPPP Praxis PaP petPingsPins@PahooPcom

PobileP PPPPPPPPPPPP ParPP NP PPPPP

Dedicated Technical Analyst with 10+ years of experience in providing exceptional technical support. Highly motivated with analytical and

organizational skills. Seeking the opportunity to be part of a highly competitive and professional team dedicated to the implementation,

operation and maintenance of mission critical infrastructure.

Respected builder and leader of technical focused teams ; instill a shared, enthusiastic commitment to technical support as a key driver of

company goal attainment. Recognized as a positive leader and a good team member with the ability of being a problem solver, someone who

gets the job done ahead of schedule and beyond expectation.

Have 1+ years as a Salesforce System Administrator in continuing customization and development in user maintenance, database de

duping and cleanup. Also, development of reports and dashboards ongoing documentation. Train, develop and implement training for users.

Keep materials up to date Communicate future Salesforce releases and enhancements. Grow Design and manage ongoing development of the

system to meet the organization’s mission.

Areas of Expertise

Technical Support Customer Satisfaction Enhancement Teambuilding & Training Data Analysis

Complaint Handling & Resolution Front End Supervision

Salesforce System Admin

Professional Experience

Cisco Systems – Research Triangle Park, NC

Data Analyst, August 2014 to October 2014

• Worked on a Security Renewal project for Cisco Ironport where I was responsible for hardware products for

FY2015 Q3 and Q4.

• Created data set of opportunities to upload within Salesforce for our internal account teams as well as quantify the

total addressable market available for our Sales Leadership.

• Within the application, I was responsible for extracting the data from Service Business Objects (BO) to MS Excel.

• I was provided with security hardware renewal process instructions where I performed the task of cleanup for a

large data set.

• I made process recommendations on how to improve better efficiencies for process improvements.

• The tools utilized were MS Office Excel 2010, Cisco 360 Discovery (Access Point) and Service Business Objects

(BO)

HCL Technologies – Cary, NC

Salesforce System Analyst, April 2013 – August 2014

Provide Senior Frontline Support for Salesforce.com. I provide support for customers with issues within the CRM

application through a case system. I assist in creating a knowledge base within Salesforce.com.

• Analyze business requirements, procedures, and problems and then apply sound technological concepts and provide

logical solutions to each (i.e. identify, recommend and resolve)

• Interacted with various business team members to gather the requirements and documented the requirements.

• Created user Roles and Profiles and sharing settings.

• Designed and deployed Custom tabs, Validation rules, and Auto Response Rules for automating business logic.

• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages

to manage the Workflow & Approvals

• Developed a web to lead functionality to site which directs leads to Salesforce CRM.

• Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured

various Reports for different user profiles based on the needs of the organization.

• Created new custom objects, assigned fields, custom tabs, components, custom reports.

• Implemented pick lists, dependent pick lists, lookups, master detail relationships and formula fields to the custom

objects.

• Developed field & page layout customization for the standard objects like Account, contact, Leads.

• Involved in Accounts Merging, maintaining Public Groups.

• Imported accounts and contacts data through Import Wizard.

• Worked on data migration from databases to SFDC using Data Loader

• Build the organization's role hierarchy by adding the Roles as per the organization structure and created custom profiles

to satisfy the organization's hierarchy

• Customizing Company Profile, Security Controls and Communication

• Templates of the organization as per the organization requirements

PlanetPro at Cisco Systems – RTP, NC

Program Analyst, March 2012 – March 2013

Facilitate training for the Cisco Commerce Workspace application; tool used for configurations, deals and creating orders.

• Lead trainer for the CCW application

• Monitor agent response inquiries in the Business to Business (B2B) and CCW escalation mailbox

• Second Point of Contact Mentor and Subject Matter Expert for questions and concerns regarding the CCW application

• Part of a project team implementing a process documentation for the Cisco Commerce Workspace application from

creating, configuration and ordering

• Pull weekly backlog reports thru Business Objects to monitor

PlanetPro at Cisco Systems – RTP, NC

IT Analyst, November 2006 – March 2012

Technical Analyst in our Worldwide Partners responsible for providing technical support for Cisco’s products and

networking technologies to Cisco’s customers and partners world wide. Selected Contributions:

• Subject Matter Expert providing knowledge of solutions, technology and product offerings. Experienced and conversant

with partners, technologies, product strength/weaknesses and informational opportunities.

• Proactively resolve moderately to highly complex technical problems with data accuracy tools and processes. Act as a

focal point for large account network problem resolution.

Provides sales and support to Channel Account Managers, Account Teams and Sr. Leadership. Support is on a world

wide basis.

• Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident. Work

closely with colleagues to achieve common goals.

• Technical expert for enterprise and Service Provider content delivery solutions.

Problem Solving of diverse scope where analysis requires evaluation of identifiable factors.

ACS INC. – Cary NC

Sprint Customer Care Assistant, March 2006 – November 2006

Respond to customer inquiries in a call center environment using a computerized system. Selected Contributions:

• Gather information, research/resolve inquiries and log customer calls.

• Communicate appropriate options for resolution in a timely manner.

• Inform customers about services available and accesses customer needs.

• Provide functional guidance and training as needed

• Assist in implementing departmental goals and makes recommendations to management team to improve efficiency

and effectiveness.

• Maintains quantitative measures and performance metrics.

Tekelec – Morrisville, NC

Technical Services Professional, December 2004 to May 2005

Promote customer advocacy utilizing product and industry knowledge along with technical leadership in the areas of

customer service and Tekelec activities, translating issues and opportunities into Tekelec preparedness and proactive

strategies producing a positive impact. Selected Contributions:

• Work in a team environment where multiple players contribute to problem resolution.

• First point of contact and direct interface to customers relative to technical issues requiring action for resolution.

• Develop, prepare, and execute action plans designed for the resolution of critical service affecting issues.

• Readily assist team members in the operation of products and services as well as communication skills with the

customer base and company organization.

• Provide leadership in resolution of quality/process problems involving functions and corporate entities in order to

effectively manage product delivery and customer issues.

• Provide technical direction in a team environment to resolve technical issues that could be sensitive in nature requiring

direct interface with Customer Service Management staff.

Education and Training

Durham Technical Community College – Durham, NC 1996

Major (Computer Information Systems)

North Carolina Central University – Durham, NC 1989 – 1991

Math Education (Major) Computer Science (Minor)

Training: Completed numerous courses and seminars in customer service, technical support, time management,

leadership, and performance assessment.

Certification:

Salesforce.com Certified Administrator May 4, 2013

Salesforce.com Certified Advanced Administrator June 24, 2013

Salesforce.com Certified Force.com Developer December 23, 2013

Advanced Technical Skills:

Salesforce.com

•

Microsoft Office: Excel, PowerPoint

•

Service Business Objects

•

Remedy7

•

Cisco Commerce Workspace Tool

•

Cisco 360 Discovery (Access Point)

•

Certification Specialization Application Tool

•

Contact this candidate