IT Business Analyst, Salesforce Administrator

Jordan Keith

Business Analyst

Atlanta, Georgia *0309 770-***-**** ******.********@*****.***

OBJECTIVE

Business analyst with the drive, work ethic, and persistence needed to make an immediate impact on an organization. Possesses strong written and verbal communication skills and exceptional interpersonal skills.

E D U C A T I O N — EXPERIENCE

Year Up, Atlanta, GA

Information Technology,

Aug. 2017-Jun. 2018

● ACE Credit Certified -

GPA: 3.85

● Successfully completed

six months of rigorous,

accelerated, and

accredited college

coursework in information

technology including:

Operating Systems, Front-

End Web Development,

Microsoft Office, Database

Management, and

Professional

Communications Skills in

preparation for an

advanced IT career.

Hillgrove High School,

Powder Springs, GA

Diploma, Aug. 2014-May 2017

● General Studies

K E Y S K I L L S

Google, Atlanta, GA

● Ensure efficiency and effectiveness of the organization by supporting GE's business from end-to-end including OKRs, Budget, Headcount Management, Business Continuity

Planning and Forecasting, Stakeholder Management,

Leadership, Organization Effectiveness, Communications, and a variety of special projects

● Coordinate studies of operational and performance data and identifies opportunities to align business processes with information technology.

● Assist in the incubating, piloting, and launching new products and services

● Route and assign HR Support queries to the appropriate team and/or person, using several factors (e.g., relevant skill set, experience, availability, etc.)

● Monitor and audit the routing and assignment rules to continually improve how cases are assigned.

● Share quantitative and qualitative insights with People Consultant Leaders and partner teams to help identify broad trends and opportunities related to cases or routing.

● Support project work for rollout of routing tool across Google People Consultant Teams

● Develop automated case routing system rules and skill sets for all US tickets and cases being submitted

● Created platform for standardization of the case routing system for 100+ People Consultants and 10+ Product Area groups in the Google Org

● Integrated case allocation tools with Workday, Google Calendar, and Google Form entries to track PC availability across the Google Org.

Workflow Optimization Analyst, Aug. 2021 - Aug. 2022

● Salesforce System

Administration

● Salesforce

Development

● SQL Database

management

● Advanced Excel

Querying

● System Integration

● Cross-functional group

project management

● ServiceNow

Administration

● SAP WM/MM

● Technical Analysis

● Training Program

Development

K e y S k i l l s,

C o n t .

● Data Mapping

● SDLC & Agile Project

Management

● Jira Tracking Software

● BMC Remedy ITSM

● Tier 1 & Tier 2 User

Support

L a n g u a g e s

● English – Expert

● Spanish – Average

● French – Average

Graphic Packaging International, LLC, Atlanta, GA

IT Business Analyst, Jun. 2018-Feb. 2021

● Create and manage users, profiles, roles, and permission sets in Salesforce.

● Collaborated with implementation partners and subject matter experts to execute the development of customized CPQ & ERP system integrations with the Salesforce.com platform.

● Assist in the buildout of custom business flows & process builders to solve and automate business operations.

● Customize fields, page layouts, record types, reports and dashboards.

● Develop reports, dashboards, and processes to continuously monitor data quality and integrity.

● Assist in data import/export/updates, system customization.

● Assist with training end users on the use of the Salesforce.com platform.

● Maintain data quality, system security and integrity in Salesforce.

● Create trainings, user documentation and maintained ongoing documentation processes as business needs evolve or features are added.

● Troubleshoot Salesforce issues and escalate as needed.

● Analyzed and tested different builds to identify, trace and help resolve bugs using the ServiceNow ticketing software, and Jira agile project management tool.

● Created and achieved product quality objectives and met product specifications.

● Fixed identified issues to increase productivity and boost workflows.

● Created accurate and successful test scripts to manage automated testing of certain products and features. Graphic Packaging International, LLC, Atlanta, GA

Business Systems Analyst Intern, Jan. 2018-Jun. 2018

● Fulfill all security access requests for SharePoint, Online Catalog users, External SharePoint users, and FTP user accounts.

● Maintain SharePoint workflows, approval lists, and SharePoint Designer xml documents to support

organizational changes in approval processes.

● Management of SharePoint Site, Page, List, and Document Library creations and training support to satisfy business needs.

● Complete and close all OPAS Request tickets while providing timely responses to incident tickets for all Web Systems supported applications via communications with end users to discover the problem and troubleshoot to find a resolution. Complete and close between 5-15 tickets per week.

● Engage additional IT Support teams when needed to resolve any incident ticket.

● Assist Web Systems team with compiling of data and testing for new applications.

● Work with other Business Systems Analysts to support organization’s SAP WM/MM operations through creation and configuration of plants and warehouses, upkeep of system storage locations, and collaboration with the Transportation department to validate all shipment data.

Additional

I n f o r mation

● Knowledgeable with SAP ECC and MercuryGate transportation management interface. Dexterous in Salesforce CRM and Administration. Student of the Week award, Strive to Learn award, Professionalism award at Year Up. Hillgrove High School NJROTC Varsity Letter.

Contact this candidate