Technical Support Microsoft Office

FATIMAH DAWOOD

• 214-***-**** • ********.******@*****.***

Certified Salesforce Administrator

Experienced Salesforce Administrator with a demonstrated history of working in the tech industry. Skilled in Graphics, Microsoft Office Suite, Technical Support, Customer Relationship Management (CRM), HTML, and CSS. Strong information technology professional.

Experience

11/2017-Present

Federal Reserve Bank of Dallas • Jr Salesforce Admin

Validate and dedupe contacts and accounts to ensure data integrity.

Create and update contacts, accounts. various reports, and campaigns.

Work with senior and junior admins to create and develop customizations and rules for users.

10/2014–11/2017

Microsoft• Escalation Analyst/Fraud Analyst

Research and analyze escalated costumer disputes and provide timely resolutions. Provide support to customers to verify and process returns, and, place orders.

Utilized Salesforce, and Microsoft internal CRM to manage casework.

Distributed cases to the sales team and created reports documenting queue health.

Utilized Microsoft Visual Studio and Team Foundation Server to collaborate with various teams and resolve customer issues.

Selected to assist the Microsoft Store with the Ebay product launch. Consulted with the launch team to fine-tune the Salesforce.com database and streamline production to drive sales.

Investigate claims of Xbox fraud, and issue refunds when necessary.

Frequently attend training in other departments to master corporate operations.

02/2014–10/2014

Telvista• Technical Support Agent

Provide friendly and knowledgeable technical support to customers with issues related to Verizon FiOS service.

Modified and repaired hardware to resolve technical issues.

Responded to incoming sales leads and requests for technical support assistance.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Education

Art Institute of Pittsburgh, (2006-2008) Interior Design Coursework

Richland College, (2012-2014) Multimedia Web-Design Coursework

Skills

Salesforce configuration, and customization

Creating workflows

Creating approval processes

Developing reports, dashboards, & automated business processes

Importing data

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