Certified Salesforce Admin and Developer
Resume:
Paul Fender
PAUL FENDER
Romeoville, Il 60446
Phone: 312-***-****
Email: *********@*********.***
PROFESSIONAL PROFILE
Certified Salesforce Admin & Developer with 6+ years experience in Salesforce / Servicemax. Over
15 years experience managing & training technicians for project life cycles in both military and private
sector applications.
6 YEARS OF SALESFORCE EXPERIENCE ● SALESFORCE SCRIPT TESTING ● SALESFORCE & SERVICEMAX IMPLEMENTATION
● DESIGNING CUSTOM NETWORK SOLUTIONS FOR SERVICEMAX
PROFESSIONAL EXPERIENCE
RELIABLE DOOR – CRESTWOOD,IL
01/2013 – PRESENT
SERVICE / OPERATIONS MANAGER
RESPONSIBLE FOR MANAGING SERVICE/ INSTALLATIONS OF COMMERCIAL DOORS. MANAGE
TECHNICIANS
DAILY SCHEDULE. CREATE PURCHASE ORDERS. PROVIDE CONTINUOUS TRAINING FOR
TECHICIANS.
BIO-CIRCLE / WALTER SURFACE TECHNOLOGIES – WOODRIDGE,IL
10/2011-12/2012
OPERATIONS MANAGER / SALESFORCE – SERVICEMAX ADMIN
Manage Field Technicians and served as ServiceMax Admin.
Develop and Implement ServiceMax Database for Inventory. Performed initial
configuration of Users, Service Tickets, reports, and Trouble Cases in ServiceMax.
Developed several custom reports and dashboards to better assist managers.
Created and implemented training program for Salesforce & Servicemax users.
NITEL COMMUNICATIONS-CHICAGO,IL
10/2010-10/2011
TECHNICAL SUPPORT MANAGER
Manage NOC Technicians and customer escalations. Provide Tier 3
customer Support for technical
Issues. Create training and procedure documents as required. Assist
customers and
technicians with troubleshooting network issues.
CBEYOND COMMUNICATIONS– OAK BROOK, IL
10/2009 - 10/2010
FIELD SERVICE MANAGER
Manage 30-40 Field Engineers / Vendors. Perform Quarterly
Training Sessions.
Responsible for maintaining an Inventory of over $3 Million worth of Cisco
equipment to
100% accuracy. Validate billing invoices from Vendors / Installers. Perform
Quality
Inspections of installed Equipment at customer locations. Troubleshoot and
resolve
customer Network Issues. Manage Collo Equipment and spares in Siebel
Database.
FIBERNET TELECOM – ELMHURST, IL
09/2004 – 10/2009
OPERATIONS/TEST MANAGER
Facilitate accurate engineering and configurations of the circuits including routers,
switches, and all other customer-provided equipment. Provided ongoing Salesforce
support & maintenance. Performed Salesforce updates and changes as required.
Accomplishments:
Created a Test Manager position via comprehensive presentation for
Senior Management to justify the position to manage type 2 systems.
Served as Salesforce Super User. Resolved user issues as needed.
Paul Fender
Installation of type 2 orders revenue was generated 10-15% sooner
than projected which equated to approximately $250K in additional annual
revenue for the company.
Special Recognitions:
Received 4 “Certificates of Recognition” from the CEO
Awarded the “President’s Leadership Award” from Sales Organization
.
UNIVERSAL ACCESS – CHICAGO, IL
08/2000 – 08/2004
OPERATIONS/TEST MANAGER
Conduct troubleshooting, problem resolution and acceptance of customer-
purchased applications. Routinely escalated with RBOCs and CLECS to ensure
circuits were installed on time to meet aggressive customer demand and
timeframes. Manage troubleshooting of Cisco Routers, Switches, Hubs, and other
CPE, as well as testing of DC1-OC192 circuits. Interface between Sales and
Operations at all levels of support to facilitate effective results.
Accomplishments:
Promoted to Lead Technician after 6 months & Manager after 1Yr.
Managed 4 other techs
Assumed control of department after staff was laid off due to
downsizing
Special Recognitions:
Received several awards for “Outstanding Service and Dedication”
Received award for contribution to a major network expansion project
MCI WORLDCOM – DOWNERS GROVE, IL
02/1999 – 08/2000
SR. INSTALLATION TECHNICIAN
Function as an effective liaison between other telecommunications companies and
their technicians. Ensure circuits were up and running through collaboration with
local telephone companies ensuring that our company had a good carrier or loop.
Ensure data filling was complete in the DMS-250 and translations were built to the
customers’ needs. Work with ISDN, Frame Relay. Option and make x-connects on
the Titan 5500 and Alcatel DACS.
MILITARY EXPERIENCE
UNITED STATES ARMY – FT. GORDON, GA
1986 – 1990
SWITCHING SYSTEMS TEAM CHIEF
Oversee operating, repairing, and writing databases for 12000 line automated
(AN/TTC-39A). Install, test and maintain voice trunks between switches.
Special Recognitions:
Received Army Achievement Medal while serving as Team Chief.
EDUCATION
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Paul Fender
GTE AN/TCC-39A New Equipment Training, Transportable Electronic Switching Systems Repair - U.S.
Army
H.S. Diploma – Curie High School
ACCOMPLISHMENTS/CERTIFICATIONS
Salesforce Certified Administrator
Salesforce Certified Developer
Received the “President’s Leadership Award” at FiberNet and earned many other Certificates of
Achievement
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