Engineer Salesforce

Sherry R. Aragon 720-***-****

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

Professional Profile

I have geared my career from customer service and account management toward the technical side of call delivery and routing. I am extremely interested in your open position as the requirements align so closely with my current skill base and would allow me to develop my knowledge and understanding even further. I have acquired the following skills during my 22 year call center career and feel they would add great value to your open position.

Salesforce Admin

Genesys Support

QA /UAT Tester

Genesys Contact Center Solutions

CTI Soft Phone

Service Desk Support

Test Support

Nuance Hammer Suite/Call Master

CYARA automation tool

Genesys Framework Support

Call Routing and Reporting

Call Center support

Professional Accomplishments

Salesforce Implemented in the Contact Centers

QA/UAT Testing of (Softphone integration, Data Validation)

Support for any Salesforce/Genesys softphone issues that presented themselves during and after go live.

Salesforce support for contact centers

Built and Maintained the Salesforce Communities for (Help.Ticketmaster.com, Help.Livenation.com, Help.Ticketmaster.com and Frontgatesupport.com)

Built the Salesforce Knowledge framework to assist with internal and external knowledge base.

Speechminer Implemented in the Contact Centers

I was a part of a team that built the Speechminer servers within the Genesys Environment for implementation

Built the test lines within Genesys enabling UAT/QA

QA/UAT Testing of (Softphone integration, Data Validation)

Training and Support for Management during and after go live.

QA/UAT Testing for “My Voice is my password”

Worked with a team to help create test cases for testing Voice verification within the IVR

Built the test lines within Genesys enabling UAT/QA

QA/UAT Testing of (Softphone integration, Data Validation)

Company- wide conversion to SaaS

Worked with vendor to design/ implement system

Acted as liaison from inception to implementation

Quickly took action to identify and resolve any issues that were reported

Continue to support vendor relationship

Participated in Genesys Framework Design and Implementation

Acted as Subject Matter Expert (SME) for Genesys Framework 7.2 and 8.1

Assumed role of Call Center Routing Engineer

Worked to design Contact Center and effective IVR Solutions

Conduct software updates and installations for Genesys

Work within the parameters of the CA Service Desk ticket system to resolve issues with IVR, Genesys software, Internal Content Management systems and telephony systems.

Made significant contributions to Contact Center Workforce Management, Business Process Analysis and Content Management

Created web applications to improve internal business processes and functionality

Collaborated with business users on internal projects to identify technical requirements, to create better business functionality

Work History

Engineer II-Quality/Salesforce Admin

Staff –Software QA Engineer prev Staff Systems Engineer

Ticketmaster

Englewood, CO

Charles Schwab

Englewood, CO

2016-Currently

2013-2015

Genesys Routing Engineer and Vendor Manager

MoneyGram International, Lakewood, CO

2007- 2013

Software Engineer II

MoneyGram International, Lakewood, CO

2002- 2007

Process Analyst/ CA Recon Supervisor

MoneyGram International, Lakewood, CO

1994- 2002

Technical:

Languages: XML, HTML,VB.NET, Java Script, Visual Basic, SQL, some Unix

Frameworks: Genesys Framework 7.6-8.5

API’s: Eclipse, Postman, Visual Studio, Sublime

Software:

Salesforce: (Classic & Lightning) custom objects, custom fields, formulas, validation rules, process builder, flows, Communities, App Exchange data loader, workbench, and clickdeploy,

Genesys: GAX,Studio, Composer, URS and IRD, CC Pulse+, II, Infomart and Interactive Insights

Others: CA Service Desk, Verint, NICE, Visual Studio, Splunk, MySQL, SQL Server 2000/ 2005, MS Office, Visio, Jira, TFS, QTP, Nuance Hammer CallMaster, Slack, Zoom, Git Lab

Education:

CIS

Salesforce

Salesforce Admin

Salesforce Advance Admin

Cyara

Cyara Testing

Genesys Training

Metro State University, Denver, CO

2004-20012

Framework

Studio & Composer 8

Advanced Routing Strategies

Certifications:

Yellow & Green belt Six Sigma

Agile/Scrum training

VB.Net

CCpulse

Advisor 8.1

SIP Server 8.1 Deployment

SIP Server 8.1 Foundation

References

References are available upon request.

Contact this candidate