Santana Banks

**** ****** ***** ** **********, NC 27545 919-***-**** ac5ele@r.postjobfree.com

Professional Summary

Ten years of experience working with and supporting Salesforce.com, primarily in the software and technology industry.

Strong knowledge of administration, customization, data validation, sales cloud, customer service (internal customers), analyzing organization processes, converting business workflows into exact Salesforce.com workflows, configuring standard and custom Salesforce.com functionality to meet business requirements.

Hands on working experience in role hierarchy, custom profiles, public groups, user creation, user management, security, creating custom objects, custom fields, page layouts, custom tabs, reports/dashboards and various other components as per the client and application requirements within the Salesforce.com platform.

Experience in creating detailed process documentation and deployment processes for reported issues.

Team player with the ability to work effectively with all levels of organization and individually as well.

Excellent leadership and interpersonal skills.

Working Experience

SENIOR BUSINESS SYSTEMS ANALYST RED HAT NOVEMBER 2016 – PRESENT

Partner with business stakeholders to translate business needs and deliver technology solutions supporting the Red Hat sales community.

Provide technical strategy and direction to ensure the sales applications align with and meet business requirements.

Provide best practices and recommendations for integration and application development, deployment, and iterative refinement.

Develop and document work flow processes and procedures.

Understand the integration and data consumption patterns between various systems.

Assess change impact and guide impact analysis and project estimation activities.

Research potential business requirement solutions using various resources, including the Salesforce.com AppExchange.

Use acquired knowledge of Salesforce.com, quoting application, and the business to analyze current business processes, suggest improvements, and participate in the implementation of new functionality.

Serve as the primary point of contact for supported business systems, and perform functional and second-level technical support as needed.

Create technical requirements for developers and provide suggestions during the development stage that meet the customer's business needs.

Configure Salesforce.com based on stated business requirements.

Assist business analysts in the creation of scripts to be used during user acceptance testing (UAT) process.

Work with the internal training organization to ensure new functionality is clearly documented and is reflected accurately in training materials.

LEAD TECHNICAL SUPPORT ANALYST RED HAT AUGUST 2015 – OCTOBER 2016

Perform administrative functions such as, user management, standard and custom configuration, while serving as the first level of support for the IT Sales Organization.

Support Data management and overall functional user needs as needed.

Provide support via phone, chat and email to regional support teams and end users.

Effectively prioritize and escalate issues as required.

Implement approved changes/solutions that do not require additional IT development.

Implement approved configuration changes based on stated business requirements.

Follow established support processes and procedures.

Provide high quality experience utilizing problem-solving and effectively communicate with internal end users.

Properly track all communication and process through Salesforce.com.

Capture best practices, maintain knowledge base of solutions that can be leveraged by support and users.

First level of support for all reported opportunity and quoting related issues from the Direct Sales organization.

SR. SALESFORCE.COM ADMINISTRATOR AMBER ROAD MAY 2014 – JULY 2015

Customize Salesforce.com fields, page layouts, record types, searching, list views, queues, reports, and dashboards.

Maintain security such as user accounts, mobile user accounts, sharing rules, user roles, user profiles, field level security, content folder rights, groups, list view rights.

Maintain and create workflow rules, validation rules, formula fields, escalation rules, auto-assignment rules, etc.

Maintain overall system configuration in conjunction with other Salesforce.com Administrators within the company.

Assist in developing and maintaining documentation on processes, policies, application configuration, and help related materials.

Manage operational requests and troubleshoot issues- will work with diverse user groups.

Manage instance to ensure data integrity.

Maintain system metrics to track trends in usage and data integrity.

INDEPENDENT SALESFORCE.COM CONSULTANT SEPTEMBER 2012 – MAY 2014

Drove detailed business requirements by gathering and conducting technical analysis of business requirements for all Salesforce.com engagements,while working with an Agile team.

Demonstrated strong technical and business knowledge, with limited direction, while handling complex analysis and possessing strong knowledge of project methodologies.

Practiced strong business process skills, while providing cross-functional and business knowledge to develop business system and process alternatives.

Assisted in the development of training materials for internal and external support teams.

Interacted regularly with business customers to understand their business needs.

Worked with the business to formulate and prioritize the objectives and scope of business systems solutions.

Translated business requirements into functional and system requirements that met business needs.

Created documentation such as policies, procedures, workflows and user guides to document system solutions.

Performed functional configuration and support maintenance for systems based on changing operational and business needs.

Engaged with clients to identify business process improvement areas and suggested alternate solutions, as needed.

Setup, configured and optimized Salesforce.com remotely and at client locations.

Managed client engagements and the overall relationship to ensure customer success and provided follow up.

Provided customers best practices and presented additional opportunities to further leverage Salesforce.com after go-live.

SALESFORCE.COM ADMINISTRATOR II LENOVO OCTOBER 2011 – JANUARY 2014

Worked with the North American Sales & Support Teams to maintain efficient & effective operations for Salesforce.com.

Ensured complete & accurate account structures & segment/sales rep assignments, while working with Data Stewards/Sales Ops.

Maintained and own all objects, workflows, fields, reports/dashboards and interfaces within Salesforce.com.

Troubleshooted all reported application issues and reparations.

Served dual roles by acting as a project manager and business analyst in completing projects and tasks assigned by sales, marketing and all other stakeholders.

Responsible for the coordination and ongoing maintenance of all process documentation regarding new policies, procedures and governance within Salesforce.com.

JR. SALESFORCE.COM ADMINISTRATOR CHANNEL ADVISOR AUGUST 2010 – OCTOBER 2011

Drove proven ability to independently perform development, testing, implementation, documentation and updating as it relates to the Salesforce.com software and system administration.

Responsible for maintaining the functional areas of data management, forecasting, accounts, leads, contacts, opportunities, dashboards and reports.

Implemented new enhancements including creation of custom objects, workflows, validation rules, templates, campaigns and installation and management of the Salesforce.com mobile application.

Participated in cross-functional teams that address strategic business issues involving CRM and sales operations.

Implemented and manage various complex sales, marketing and services business processes within multiple organizations.

Paid close attention to detail and resolve complex problems from an operational and technical perspective.

Managed the Salesforce.com application which included maintaining the functional day-to-day operations, upgrades, case queue and lead management.

Managed security, users, roles, profiles, groups, queues and other Salesforce.com setup options as necessary.

Prepared data files and upload the data in to Salesforce.com using data loader and other 3rd party tools.

Worked with internal stakeholders (sales, marketing, and support) to ensure that the configuration supports business requirements.

Managed Salesforce.com enhancement projects to support business needs.

Created reports and dashboards in Salesforce.com to meet operational requirements including maintaining a standard set of queries/reports to satisfy requirements; validate queries/reports created by others in the organization and assist in the interpretation of data.

Provided testing and QA for enhancements/changes to Salesforce.com deployment using the sandbox. Environments.

Supported end users with the usability of the Salesforce.com application.

Provided training for the new hires and exiting users on how to perform their role and responsibilities while using the tool, and our customization's to the platform.

Developed, implemented and manage the HRIS tool for all internal users throughout the company via on-boarding and termination from the company.

SALES OPERATIONS SUPPORT SPECIALIST RED HAT MAY 2007 – AUGUST 2010

Provided Tier I support for all Salesforce.com related issues, through troubleshooting, technical resolution, enhancements/implementation, and best practices development.

Managed changes and/or updates in the Oracle System while also maintaining an accurate and current spreadsheet of all current clients and their assigned sales representative.

Communicated with account owners regarding account interactions and document in Salesforce.com.

Ensured data integrity through role/profile management, duplicate merges, accurate automation of systems/information and performing routine administrative duties.

Provided analytic support and generate reporting for key sales and territory metric by gathering data and analyzing it to assist with the corporate sales program and to roll up to the Director of Sales Operations by development and maintaining custom reports and dashboards.

Utilized Salesforce.com to respond to inquiries and resolve inbound user case requests from sales regarding accounts, quotes, customers, processes or bulk imports of data.

Managed sales data tracking database to ensure accuracy of data entry according to set processes and definitions, as well as maintaining an audit to uncover and resolve data integrity issues and sales rep behaviors.

Managed the processing of orders and act as liaison between sales, executives and other operational departments to identify, establish, and implement efficiency lead-to-order and sales processes.

Performed analysis of sales activities including lead conversion, pipeline status, won-loss analysis, and ensuring deals are progressing to close.

Maintained relationships with field personnel to communicate and enforce processes/procedures and ensure accurate sales data is reflected in tracking system.

Acquired and use knowledge of systems, processes, company products, services, support and technology to oversee sales operations activities and achieve company goals.

Provided insight and business recommendations based on the user experience with our systems, as well on data analysis in participating in UAT testing along with IT.

Dedicated focus to the customer/user experience to create solutions and prioritize tasks based on constantly changing business needs.

Supported the worldwide sales team with the daily, monthly, quarterly and yearly management of their sales territories and account lists.

Education

MASTER OF SCIENCE 2011 UNIVERSITY OF PHOENIX

Major: Psychology

BACHELORS OF SCIENCE 2006 NORTH CAROLINA CENTRAL UNIVERSITY

Major: Psychology

Technical Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook) Internet Explorer, DCS 2000, AS400, Windows XP, Linux, VMWare, Oracle, IBM, Mozilla Firefox, Thunderbird, Open Office, Citrix, Salesforce.com (SFDC), Apex Data Loader, GoToMeeting, Lotus Notes, Demand Tools, People Import, Lotus Notes, Visio, CATI, BLAISE, Project Pulse, Jitterbit Data Loader for Salesforce, Configero miniGrid, SurveyForce, Workbench, BlueJeans, Rally, BigMachines

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