Salesforce Administrator Senior
Resume:
BOB BRINKMAN
Columbus, OH *****
***.********@*****.***
Related Skills: SOQL, Salesforce, Veeva CRM, BioPharna, Life Sciences, Mobile Applications, Web Development, Integrations, Auditing Compliance
Experience
Veeva Systems
September 2009 –Present
Salesforce Administrator/Senior Salesforce Administrator (2018-Present)
Provide day-to-day administrative support for multiple SaaS based applications, including Salesforce.com and Pardot
Triage and resolve issues reported by users in the various SaaS applications
Provision new users, manage workflows, manage system configuration, manage reports & dashboards, data migration and general end user assistance
Collaborate with business operations and the rest of the IT development teams to identify system improvements
Design, develop and test declarative enhancements in alignment with internal business process requirements and Salesforce best practices for low code automation.
Document all changes to applications per internal controls
Create technical documentation and conduct end user training
Adhere to industry best practices for change and release management
Mentor Junior Admins and BSAs on Salesforce functionality as well as how to overcome technical issues.
Senior Product Support Engineer (2016-2018)
Global point of contact for escalations for Pfizer. Ensure that they are provided with the expected level of support and that escalations for their critical issues are given the proper level of visibility to our developers and upper management
Mentoring new hires as well as existing support engineers
Interviewing and vetting potential new hires
Debug and troubleshoot web-based marketing content that utilizes Veeva’s API
Identify bottlenecks and improve support processes across all teams
Continue to perform the day to day duties of a support engineer
Product Support Engineer (2009-2016)
Responsible for testing and duplication of reported software bugs
Assist with database administration; primarily in the areas of data clean up and integrity
Assist customers with configuration issues with Veeva's software as well as Salesforce
Provide third tier helpdesk support to various clients
Document resolutions in order to provide training to the helpdesk
Incident management, resolution, and root cause analysis for large scale issues
Veeva CRM Certified Admin
Teksystems
April 2009 – August 2009
Retail Financial Services Administration at Chase
Assist users with account related issues in mixed NT/2000/20003 Active Directory environment as well as various mainframe, web based and proprietary applications
Create and maintain accounts within our supported applications and domains
Assist with the migration of Washington Mutual users over to Chase systems
iHost Solutions
December 2006 – April 2009
Infrastructure and Systems Administration
Assist in the deployment of development source code, MS SQL databases and IT infrastructure additions/updates to the pre-production (test) and production environments according to standards set forth in SDLC policy.
Ensure data integrity, security, availability and recoverability during migration of software and Active Directory infrastructure additions/updates to pre-production (test) and production environments.
Provide troubleshooting, problem resolution and consultation services to application development and IT infrastructure teams for AMD and Intel based server hardware, Windows 2003/2008 server and Active Directory related issues
Follow company standards, methodologies and policies related to data security and software development life cycle (SDLC), quality assurance and production operations
Establish relationships with technology vendors to ensure continuing support of existing products and evaluation/selection of new IT tools and technology
Facilitate communication to support project schedules and accomplishments
ICC September 2005 – December 2006
Nationwide Insurance
Provide support for customers across the enterprise.
Support the Lotus Notes R6.5 roll out.
Primary areas of support include MS Office, Lotus Notes, VPN connectivity, account/password administration, Windows XP and browser issues in relation to Nationwide’s intranet and PeopleSoft 8.
Provide initial line of support for software and hardware issues including IBM desktops and laptops, proprietary applications and network/local printers.
RHI March – August 2005
Worthington Industries
Provide Email and Phone support for users throughout the country.
Resolve EDI issues by resending data and or tracking the information as it moves from system to system and escalating the issue as necessary.
Worked with other departments to create documentation for video conferencing and VPN support.
Careworks Technology February- March 2005
Cheryl and Company
Provided Desk side and phone support for approximately 100 users
Responsible for checking backups and maintaining backup media
Assisted in the repair and maintenance of HP350 servers in conjunction with Hewlett Packard’s support.
Performed a software audit of the company’s desktops, and hardware inventory of their routing equipment
Unicon International July - December 2004
Honda of America
Provide training and support to approximately 16,000 end-users on and off site.
Troubleshoot client-side networking problems in a Windows 2000 Server and Windows XP/98 environment.
Troubleshoot problems in the installation and usage of more than 300 pre-packaged and proprietary applications including Office XP, Lotus Notes 5, and Palm Desktop/Puma.
Troubleshoot dial-up networking issues in VPN for cable connections.
Provide support for IBM MVS Mainframe (Extra Personal Client 6, and Host on Demand) issues including connectivity, security, applications, traffic, and printing problems.
Document all issues in HEAT (Citrix-based call tracking database) with accurate documentation of diagnosis and resolution to all reported issues.
Use Microsoft SMS Administration Console as a remote tool to diagnose and solve problems, assist and train customers, and install software to customer machines.
Ohio Department of Job and Family Services - ACG UCCDIS Project
Tested and configured Convergence software for the end users.
Communicated any installation and setup issues to ACG so they could work with the vendors to resolve them.
On launch answered users’ questions about the new system and ensured their transition would flow as smoothly as possible.
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