Application Support Engineer

GEORGIANA POPLACENEL

Soquel, CA *****

Cell: 408-***-****

**************@*****.***

Application Support Engineer

SUMMARY:

Highly experienced Technical Professional with 14+ years of experience in providing application support, with a focus on Salesforce platforms. Proficient in troubleshooting and optimizing software and web applications to enhance business operations and user experience.

TECHNICAL SKILLS:

Operating Systems: Linux, MS Windows, Mac OS

Languages / Tools: SQL, Jira, Splunk, SOAP APIs, UNIX Shells, Bash, Salesforce (Classic, Lightning), Oracle, Java, Python, .net, HTML

CRM: Salesforce CRM including administration, support, and customization, SugarCRM

EDUCATION & TRAINING:

Master of Science and Bachelor of Science in Mathematics, University of Bucharest, Romania

Computer Science Certificate, Cabrillo Community College, California - In progress

Started in Fall 2022, with a focus on strengthening and modernizing programming skills.

Successfully completed comprehensive courses in Python and Java programming languages.

Practical training and coursework included problem-solving, data structures, algorithms, and software design

Demonstrated proficiency in Python and Java by developing and implementing various projects and applications, enhancing capabilities in debugging, testing, and maintenance.

EXPERIENCE:

Tier 2 Application Support Engineer & Subject Matter Expert

May 2020 – August 2023

Artech at Google, Contract

Analyzed business processes to identify Salesforce-based opportunities, implemented solutions that improved business goals and customer satisfaction.

Collaborated closely with stakeholders, teams, and engineering departments to handle complex SQL queries, and Salesforce-related issues.

Proficient in crafting and refining user stories within Salesforce, effectively bridging the gap between business requirements and technical implementation to enhance efficiency and user satisfaction.

• Conducted QA for new Salesforce implementations in a testing environment.

• Demonstrated expertise in Salesforce and Google tools to support the resolution of sales-related customer tickets and queries.

• Updated internal Salesforce knowledge base, enhancing the team's ability to provide effective solutions to common issues.

• Acted as a liaison in monitoring Salesforce tickets, facilitating communication of new releases, bugs, and trends to the team.

• Resolved a variety of customer issues using Salesforce CRM and Google tools, demonstrating proficiency in multitasking and prioritization.

• Conducted Salesforce administration tasks for Google Cloud Systems teams and Google Partners, maintaining a high standard of service and efficiency.

Consumer Service Analyst

September 2019 to March 2020

Yoh at Sony - San Mateo, CA

• Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues

• Determined appropriate action to be taken on customer's behalf, working with the customer to achieve issue resolution.

• Communicated with team manager and team members regarding training, problems and solutions.

Tier 2 Technical Support Specialist

November 2011 to March 2018

Endicia - Mountain View, CA

• Processed inbound and outbound technical support calls, emails and chats for Endicia’s and Stamps.com’s postage printing applications at a faster rate than team average and with the highest degree of customer satisfaction.

• Researched and reported Endicia’s software issues on MS Windows and MAC operating systems.

• Provided API (SOAP) support to customers using Splunk, troubleshot XML requests and responses to resolution.

• Coordinated with Finance, Sales, and Business development teams to address customer issues

• Technical support of ODBC-based batch postage printing application. Diagnosed and troubleshot issues with SQL queries, transaction processing, database structure and file integrity.

• Researched, troubleshot and resolved issues related to networking, API, functionality, printing, reports, upgrades, installation, data and setup.

• Enforced account security rules based on strict standards and guidelines to ensure safety of customer accounts.

• Processed, documented and followed issues to resolution in Salesforce

Customer Support Manager

May 2008 to May 2011

ShareVault - Los Gatos, CA

• Coordinated and directed the Customer Support department.

• Recruited and trained customer service representatives.

• Trained new customers on product features and integrated use of online software.

• Supervised the QA team based locally.

• Assisted in the development of new policies and procedures to streamline the customer life-cycle process. Developed Google Wiki website for the documentation of customer support procedures.

• Designed and customized Salesforce modules to optimize the efficiency of the Support and Sales departments. Assisted in migrating the customer database from SugarCRM to Salesforce, improving the department's operational efficiency.

• Answered the 24/7/365 customer support hot line, duties included handling customer calls, replying to customer emails, resolving customer issues and customized inquiries, including data archiving, and providing information on new product features.

• Provided support to the sales and accounting team, ensuring all customer service needs and requirements were met. Developed reports and dashboards for the sales, accounting and support teams.

• Administered the internal SugarCRM application and related projects. Performed data cleansing, maintenance, backup, and module customization. Assisted with the migration of the SugarCRM 4.5 system to SugarCRM 5.0.

• Tested new features of online software, reported and tracked issues until resolved to improve customer satisfaction.

Software Developer, Free Merchant, Inc.

December 1999 – May 2001

San Francisco, CA

• Designed and developed the Oracle backend of a store-building application that enables merchants to build fully functional on-line stores.

• Wrote specifications and designed the migration of the database from FoxPro running on Windows NT to Oracle 8 running on Solaris. Migration environment consisted of FoxPro modules connected to Oracle using ODBC, UNIX shell scripts, SQL*Loader and PL/SQL procedures.

• Developed the shell scripts and SQL*Loader control files for data loading.

• Administered ORACLE 8i database.

• Developed parts of the web interface for the store building application consisting of dynamic web pages. Used HTML and Microsoft Visual Fox Pro 6.0.

Software QA Engineer, Basement.com

September 1999 – December 1999

San Francisco, CA

• Test leader for a three-tier e-commerce web application. Testing environment consisted of Cold Fusion application server, Apache web server and MS SQL database server.

• Provided web performance testing and functional testing.

Software Developer, Ask Jeeves, Inc.

May 1999 – December 1999

Emeryville, CA

• Developed a Perl object-oriented library used to store and retrieve XML documents to/from a MS SQL Server database.

• Wrote Perl scripts to parse and translate HTML formatted text files into XML formatted files, based on predefined schemas.

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