Diversely Experienced Professional

Derek L. Crews

Chester, PA 267-***-**** *****.*****@*****.*** LinkedIn

PROFESSIONAL SUMMARY

Highly skilled, talented and accomplished professional with diverse experience in Salesforce Administration; software testing and QA processes; CRM administration and implementation, sales support and project management.

TECHNICAL SKILLS:

• Proficient: SalesForce (both Classic and Lightning), NetSuite, AppNexus OAS, Doubleclick, Adobe Document Cloud and Mediaplex

• Microsoft Visual Studio and A/B testing software such as Optimizely

• Expertise in complete QA life cycle like test design and development of test cases as well as User Acceptance testing

• Content management: Drupal and WordPress

• Scripting languages: XML, HTML, PHP, JavaScript and VBScript

• Database concepts: namely MS-SQL Server, DB2 and Quick Test Pro

• Proficient: MS Office tools (Word, Excel, PowerPoint), Google Analytics, Sharepoint, Adobe PhotoShop and the Internet

PROFESSIONAL EXPERIENCE:

SAP Newtown Square, PA 2019 – Present

SAP Education Deals Desk

• Manage CST Pricing Calculator

• Manage CST Order Forms

• Support Education Consulting Pricing

• Liaison with local SAP Legal, Revenue Recognition, and Controllingdepartments as appropriate

• Support the deal approval and contract/order signature process

• Update and maintain CMS

• Provide support for commercial related queries to Sales

• Support Education Partner resell contract creation

• Confirm booking for CST deals in SAP CRM

AcademicAssembly New York, NY 2017 – 2019

Client Relations/Salesforce Manager

• Provide end-user support and assist users with proactive best practices to enhance and increase their knowledge of Salesforce; Maintain security, including overseeing user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security);

• Supports sales and marketing efforts of the company; manage in-house learning software; Updates job knowledge by participating in educational opportunities; Ensures high levels of customer satisfaction through excellent customer service; Alerts the sales team to opportunities for further sales with key leads and clients; Resolving areas of concern as raised by clients

• UAT of all projects to ensure business requirements are met

• Managing the company’s email campaigns and communicating company brands through email marketing; Analysis of current email marketing campaigns and making recommendations for improvement; Carrying out segmentation of the database and implementing remarketing strategies; A/B Testing on various email campaigns to establish the most effective; Tracking and reporting on email campaigns in order to guide improvements; Ensuring all email campaigns comply with current email best practice in the industry

• Trade show and conference management: registering, scheduling and logistics handling for educational conferences where company will appear as well as managing conference schedules for individual within the company

EducationDynamics Newtown Square, PA 2006 - 2016

Salesforce Super User/QA Analyst / Sales & Product Support

Salesforce Super User

• Provide end-user support and assist users with proactive best practices to enhance and increase their knowledge of Salesforce; Maintain security, including overseeing user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security)

• Responsible for daily administration and Management of Salesforce Help Desk.

• Customized objects, fields, record types, page layouts, and validations.

• Worked with management and stakeholders on strategic planning to implement and manage complex workflows

• Implement best practices: initial design, system maintenance, security, permissions, data integrity, duplicates, backups, etc.

• Document system configuration and administrative processes. Manage dashboards, reports, forms, templates, page layouts, workflows/processes, create and maintain custom objects, object relationships, standard and custom fields.

• Develop and improve reports, and dashboards funnels.

• Design and execute solutions for common challenges such as page layout design, and workflow rules within the context of the Salesforce.com platform

• Data management in the form of mass uploads; creation and updating of reports and dashboards; de-duping accounts, contacts, etc; Experience with Salesforce integrations services like Desk and Chatter; Oversee the installation and ongoing maintenance of third party apps from AppExchange

• Implemented data migration for the merging of three separate instances of Salesforce into one central instance

• Perform QA and User Acceptance Testing of all updates/changes to Salesforce

• Provides guidance to Sales Team for best practices when using Salesforce and untapped options within the system that help make the sales process more efficient

QA Analyst

• Responsible for creating test plans and test cases, conducting manual testing, executing test scripts, reporting bugs and enhancements; Perform A/B testing on company websites and software; Experienced in Agile Methodology; Collaborate with QA team to develop effective strategies and test plans; Evaluate product code according to specifications; Create logs to document testing phases and defects; Troubleshooting of issues as they arise; Conduct post-release/ post-implementation testing; Work with cross-functional teams to ensure quality throughout the software development lifecycle

Product Support

• Interacts with Peers, Managers, Business Analysts and Developers in solving various issues with company websites, company in-house software and 3rd-party CRM, CMS, and AMS software; Performs UI Analyst duties using Optimizely and Google Analytics; Also responsible for training employees in use of new in-house software and 3rd-party software

• User Acceptance testing of new software, existing product enhancements and web site redesigns

Edudirectories 2003 - 2006

Sales Coordinator Supervisor/NetSuite Administrator

Sales Coordinator Supervisor

• Oversaw Sales Coordinator team; ensuring timely assistance to the sales team in all support areas and quality implementation of all sales orders

• Responsible for supervising customer service agents and other staff; Train, coach, and mentor employees on how to deliver the best customer service possible

• Streamlined Sales Coordinator implementation process to make delivery of client buys more efficient and enhance revenue

NetSuite Administrator

• Configured and performed the initial implementation of NetSuite and setup sales inventory database within the system

• Primary point of contact for NetSuite support and implementation

• Planned, reviewed and managed change configurations and customization requests

• Maintained proper system access for all roles

• Supported end-user requests for new searches and reports

• Provided support and troubleshooting with regards to all aspects of NetSuite

• Manage business process testing for ongoing NetSuite upgrades

Professional strengths:

• Possesses excellent verbal and written communication skills

• Ability to work in a fast-paced working environment

• Possess excellent analytical and interpersonal skills

• Self-starter, goal oriented and ability to handle multiple tasks simultaneously

• Skilled in the training of non-technical people to use new software programs

EDUCATION

• BS: Business/Information Systems, University of Phoenix

• AS: Information Technology, University of Phoenix

• Diploma in Computer Technical Support, Chubb Institute

VOLUNTEER WORK

NAACP Media Branch, 2012 – Present

Webmaster

• Responsible for the design, development, maintenance and support of Internet Web operations for organization website

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