Rosalina Livingston

315-***-**** *** Gaffney Dr. Apt. 4 Watertown NY 13601

ab9n2e@r.postjobfree.com

Objective

Conscientious business professional with over 10+ years’ experience in challenging business

development, administration and marketing positions. An ambitious team player who welcomes cognitive

engagement through creative problem-solving and formulating innovative solutions. Also embraces opportunities

to take on additional professional responsibilities.

Professional Skills

• Technical Support experience with CRM or related applications (i.e. ERP System), ideally in a

SaaS environment.

• Salesforce.com Certified Administrator (201), Salesforce.com Certified Advanced Administrator

(301), and Salesforce.com Certified Developer (401).

• Excellent written and verbal communication skills.

• Demonstrates analysis, troubleshooting, and problem solving expertise, including the ability to

provide workarounds.

• Ability to effectively prioritize and escalate customer technical issues.

• Detailed, organized, results driven and proven commitment to exceeding goals.

• Ability to be flexible and quickly adapt to changing business needs and processes.

• Proficient in search and retrieval of data from various databases.

• Participates in training activities to maintain technical accuracy and to broaden knowledge of the

salesforce.com product.

• Excels in meeting defined commitments and deadlines.

• Works well in Team environment, accept assignments willingly and escalate issues in a timely

fashion.

• Possess an understanding of technical tools, i.e MS Office: Excel, Word, Access, Outlook,

Power Point, and One Note.

Employment Experience

Jan 2008- Stream Global Services, Watertown, New York

Jun 2013 Salesforce.com Tier II Technical Support Administrator –

Employed a high level of interpersonal and communication skills to promote end user adoption

and resolution case issues. Identified level of technical knowledge of the end user and adjusted

communications as needed. Consistently achieved above average performance standards

measured by quality metrics and customer satisfaction surveys. Provided technical customer

support via inbound, out-bound phone calls and self-service portal submitted cases. Escalated

cases when root-cause analysis of ‘unexpected-behavior’ was needed per ‘incident reporting’.

Identified and/or recreated ‘error messages’ then utilized Knowledge Base Articles, Content,

Ideas, and Help and Training database for resolutions. Discussed ‘Best Practice’ and conducted

‘walk-throughs’ for System Administrator profiles, Developers, and End-Users to implement and

or customize their instance of the CRM application. Liaised between Business Analyst, Product

Managers, and Client accounts. Completed administrative case request via customizations,

dashboard/report creation, data imports/updates/upserts. Trained new support professionals as

a ‘Streamline Team Manager. Maintained technical aptitude and certifications via tri-yearly

releases. Managed and oversaw Premier Support delivery for a designated group of Emerging

Tier accounts. Overviewed the support delivery and casework performed for these designated

accounts. Ensured escalated technical support issues were handled and resolved in a timely

and appropriate fashion. Hosted individualized customer communication including Welcome and

Check-In calls as needed to support these accounts. Attended corporate webinars and utilized

gotomeeting.com for various types of meetings i.e trouble shooting, training and corporate

meetings.

Nov 2005- Polo Ralph Lauren Inc., Central Valley, New York

June 2007 Assistant Manager/Operations -

Delegated, supervised and followed-up on daily sales, maintained customer focus. Monitored

Cash Management, cashier and Sales/Stock associate shift changes. Collaborated with

corporate executives for visual presentation. Managed controllable expense, including

allocation of payroll. Analyzed sales performances by creating excel spreadsheets posting year-

to-sales against daily sales for District Manager.

Aug 2002- Savran Organization P.C., Garden City, New York

Nov 2005 Legal Secretary -

Liaised between bank attorney, affiliated title company, and borrower. Coordinated and assisted

in mortgage closings. Prepared closing loan files for sales in secondary market.

Sept 2001 - Blue Fish Commodities Inc., New York, New York

Aug 2002 N.A.S.D. Series 3 Registered Options Futures Broker -

Tele-marketed Managed Futures Accounts and Options . Opened accounts via lead cards from

Dun & Bradstreet. Researched options premium for Call/Put market positions and devised

trading strategies for existing clients. Calculated daily Equity run and maintained client Trading

log. Acquired Series 3 license.

July 2000 - McDonald Investments Inc., New York, New York

Aug 2002 Equity Institutional Sales Assistant -

Arranged and notated Security Analyst meetings with client and Corporate Managers. Created

client data base utilizing MS Access software. Created and presented Power Point

presentations. Corresponded with clients via MS Outlook.

Dec 1997 - MetLife Financial Service Inc., New York, New York

June 2000 N.A.S.D. Series 6 & 63 Registered Financial Service Consultant

Tailored Individual and Business retirement plans. Implemented a 401 K plan for mid-size company.

Asset Manager for funds in excess of $1,000,000. Utilized proprietary software for Asset

Allocation models and Investment Objectives. Acquired Life and Health Insurance and acquired

Series 6 & 63 license.

Aug 1997- Block Trading, New York, New York

Nov 1998 Operations Compliance Officer -

Maintained and calculated buy power reports for trader accounts. Reconciled trader executions after the

close of the market. Liaised between broker/trader and the clearing firm J.B. Oxford for margin

maintenance. Utilized MS Excel spreadsheets for trader accounts

Aug 1991 - United States Air Force, Great Falls, MT.

June 1992 Personnel Specialist -

Managed military personnel files at all levels by computer data base system. Maintained Uniform Code

of Military Justice regulations library at the squadron level.

Education

1996 - 1997 New York Paralegal Institute, Manhattan, New York

Certificate: Corporate Law

1993 - 1995 York College, City University of New York, Queens, New York

Degree: B.A. Political Science

1989 - 1991 Jefferson Community College, State University of New York, Watertown, NY

Degree: A.A. Liberal Arts

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