Salesforce Administrator
Resume:
SHANON D. FORTENBERRY
**** ***** ***** **** ********, TX 75070
**********@*****.***
Profile
Improving Business Performance through Effective Implementation of Tools and Training
Ambitious, organized and results-oriented professional. Proven ability to manage complex projects, provide highly effective training, support sales opportunities and develop loyal customer relationships. A Salesforce.com Administrator & Solutions Builder with an extensive background in administration, management, operations, customer service, customer support, sales, and marketing, improving sales processes, business decisions, and client relationships. Build trusting relationships.
Areas Of Expertise
Certified Project Management
Certified Trainer
Salesforce.com Administration
Sales Support
Custom Objects, Workflows & Templates
Business Analysis
Business Requirements
Process Design & Implementation
Testing / Quality Assurance
Budget Management
Contract Implementation
Client Relationship Development
Presentations
Curriculum Development
Marketing / Social Media Marketing
Vendor Relationships
Negotiation
Scheduling
Purchasing
Accomplishments
Led complex, mission critical projects. A Salesforce.com subject matter expert. At ACProducts, Inc. (acpi), formerly the cabinet division of Armstrong World Industries and Reading Truck Group:
Led the implementation of Salesforce.com for the national sales team with over 200 representatives
Developed the Project Plan to integrate Salesforce and JDE. Drove the project from inception through completion
Interviewed field & office personnel to define current processes and build business requirements.
Created custom objects to meet departmental needs and provide new business & sales analysis.
Identified solutions to convert manual processes and Excel spreadsheets into the system.
Develop & manage dashboards, security, reporting, workflows, alerts, templates & custom objects.
As a result, the system has significantly improved reporting, business & sales analysis, lead tracking, quote activity and security.
Recognized with the “Gold Award” and “Chairman’s Award” for excellence and impact on the organization.
Hired and trained new team for the Technical Support Desk to support all employees
Implemented new support process for the technical support team
Monthly/Annual management of IT budget (ACPI)
Energetic trainer and mentor. Significantly impact employees ability to perform independently and effectiveness in achieving goals. At Armstrong d.b.a ACProducts, Inc.:
Led training for Salesforce.com. Traveled to field locations nationwide for four years.
Developed curriculum, presentations, and hands-on exercises.
Drove the use of the product in the field. Helped the sales team recognize how to incorporate and utilize available functionality.
Provided ongoing training and issue resolution support via WebEx and GoToMeeting.
Transitioned a reluctant team through a major operational change. Enabled approximately 200 users to improve their effectiveness and ability to attain goals with the first ever CRM within the company.
SHANON D. FORTENBERRY [2]
Experience
Reading Truck Group June 2017 – Present
Salesforce CRM Administrator
In depth knowledge of the Salesforce.com application. Accountable for technical implementation and integration. Project management and system support to end users. Responsible for executing day-to-day configuration, training, maintenance, and providing general support to improve the user experience. Responsibe for the entire Salesforce ecosystem, and subject matter expert related to all aspects of Salesforce.com. Provide reporting and analyses that will help supportthe efforts of Sales, Customer Service, and several other departments as they come online using Salesforce. Passionate about problem-solving and making life easier for all user types. The ability to communicate and explain data across all levels of the organization is critical.
Serves as system administrator for the company’s Salesforce ecosystem by (Not limited to): Maintaining user accounts, permissions, page layouts, list views, console customization, generating reports and dashboards
Create and manage custom reports, complex workflow rules, approval processes, and data validation
Collaborate with teams to translate business requirements into Salesforce features, functionality and processes
Develop Salesforce utilization and best practice documentation
Provide Salesforce face to face via online service, onsite, and video training to new users and team members
Maintain data quality through ongoing data analysis, record de-duplication and other related tasks
Resolve platform and technical issues and respond to issues, change requests, and other needs
Manage Pardot campaigns, including building emails, landing pages and reporting
Remain current with Salesforce updates, new technologies and best practices within the industry and develop best practices documentation
All other related duties as required or assigned
Excellent communication and instructional skills
Proactive – Seek & identify system changes necessary to accomplish objectives; gather feedback from end users
Strong reporting background
Ability to present ideas and information to multiple groups
Demonstrated ability to design and implement new processes and facilitate user adoption within Salesforce
Working knowledge of creating campaigns and reporting
Excellent analytical skills and comfort with analyzing data and providing metrics
Demonstrated coordination and organizational skills
Flexible and adaptable in a changing environment
Hillwood (Perot Company) (Contract Position) February 2017 – May 2017
Salesforce CRM Administrator
Strategic Planning and Analysis for the Leasing and Tenant Coordination
(Not limited to) managing multiple user set-ups, profiles, roles, creation and customization of objects, fields, record types, page layouts
Developed and introduced the use of Cases within the organization
Assisted the team with strategic planning & analysis create and manage complex workflow rules, data validation
SHANON D. FORTENBERRY [3]
Began a training process for the Leasing Dealmakers that worked as independents and this employed by HHC. This training
Train new, existing, and independent dealmakers how to accurately enter data into Salesforce. In addition to being able to provide the ability to forecast.
Logging and tracking identified system problems through to resolution
Howard Hughes Corporation (Contract Position) October 2016 – January 2017
Salesforce CRM Administrator
Assisted the VP of Tenant Coordination with all areas regarding Salesforce.com Administration and daily setup and maintenance of all Users requests and setup– These responsibilities include but are not limited to the following:
Strategic Planning and Analysis for the Leasing and Tenant Coordination
(Not limited to) managing multiple user set-ups, profiles, roles, creation and customization of objects, fields, record types, page layouts
Develop applications for reporting, and dashboards
Developed and introduced the use of Cases within the organization
Assisted the team with strategic planning & analysis create and manage complex workflow rules, data validation
Began a training process for the Leasing Dealmakers that worked as independents and this employed by HHC.
Assist Programmer/Developer with the development of technical documentation of existing and future applications.
Train new, existing, and independent dealmakers how to accurately enter data into Salesforce. In addition to being able to provide the ability to forecast.
Logging and tracking identified system problems through to resolution
Exposed to and assisted troubleshooting Apex and Visualforce pages
ACProducts, Inc. (acpi) May 2004 – September 2016
Salesforce CRM Administrator / Technical Support Manager
Manage all projects and daily requirements relating to Salesforce.com for ACProducts, Inc., Built new Technical Support Help Desk to support ACProducts, Inc. (acpi).
(Salesforce.com Administrator – responsibilities include but are not limited to the following)
Liaison between Management, Information Services, Strategic Planning and Analysis, and the users of database applications
(Not limited to) managing multiple user set-ups, profiles, roles, creation and customization of objects, fields, record types, page layouts
Develop applications for client tracking, reporting, and dashboards
Working with management, strategic planning & analysis staff, and end-users to create and manage complex workflow rules, data validation
Troubleshoot and work with end-users to ensure that applications meet their needs and keep
the pace with changes in program operations, policies, and procedures
Manage the software testing (UI), which includes devising test plans, creating test cases, establishing protocols, and appropriate testing environments and coordinating actual software testing.
Creating and maintaining documentation of processes, policies, application configuration and help related materials for users as database applications are developed.
Assist Programmer/Developer with the development of technical documentation of existing and future applications.
Train new and existing users on how to use database applications
Managed all On-Boarding of new Sales Reps
Logging and tracking identified system problems through resolution
Keeping abreast of new SFDC features and functionality and providing recommendations for process improvements.
Exposed to and assisted troubleshooting Apex and Visualforce pages
Key part of making our employees current and up-to-date by leveraging Salesforce1
SHANON D. FORTENBERRY [4]
Technical Support Manager – responsibilities include but not limited to the following)
Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring, and disciplinary responsibilities.
Provides staff support for administrative tasks and projects about the Desktop, Wide Area Network, Local Area Network, and Telephone.
Ensures that daily, weekly, and monthly statistics and status/statistic reports are completed and continually modified to meet the needs of the department
Ensures decisions are made to improve the overall customer support of the Help Desk are continually carried through.
Ability to manage multiple high priority initiatives in a fast paced highly technical environment
Manage all IT assets, i.e.; computer equipment, computer peripherals, wireless devices (cell phones, jet packs, iPads, (500+ lines)).
Systems Analyst / Salesforce.com Administrator
Manage all projects relating to Salesforce.com for ACProducts, Inc., one of the nation’s largest cabinet manufacturers. Work closely with IT in supporting the Sales Team.
Project Manager for converting Legal Contracts and Logistics from Lotus Notes to Salesforce.com.
Currently leading the conversion of Credit Department processes and data to Salesforce.com.
Developed and maintain the organizations 1st customer-facing website allowing distributors, dealers, and the sales team to download layouts, blueprints and pricing information for clients. Utilized Salesforce.com tools to develop and manage the website. Over 2,500 users use the site.
Manage all aspects of Salesforce.com including dashboards, reporting, security, custom objects, workflows, alerts, and templates. Support all users in the field and corporate office.
Assisted the Armstrong Flooring Division with the implementation of Salesforce.com in their organization.
Sales Coordinator – Sales Organization
Liaison between the National Sales Team and Information Technology. Reported directly to the Vice President of Sales. (Armstrong Cabinet Division)
Learned Salesforce.com to facilitate the conversion of manual and semi-automated sales processes to a consistent, organization-wide and robust tool.
Managed the successful implementation of Salesforce.com.
Built a strong relationship with IT to drive custom development.
Planned, developed, tested and implemented the tool nationwide.
Led the Salesforce.com training for over 200 employees in 17 locations.
Ensure that system design was user-friendly for a non-technical user base.
Audited system uses to ensure system, user, and data integrity.
Managed a 215 vehicle sales fleet and all departmental wireless devices. Saved over $175K per year by negotiating more favorable contracts.
Education
Project Manager Certification Collin College
Training & Development Certification Collin College
Continuing Education – General Studies Paradise Valley Community College
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