Support Specialist Customer Service

DANIEL GORALEWSKI

Fort Lauderdale, FL 954-***-**** ***@**********.***

CUSTOMER SERVICE

Hard working with a great “customer first” attitude, demonstrating a positive attitude with internal and external customers. Taking the extra step with ideas on how to improve the business and develop relationships. Excellent Communication Skills

SKILLS SUMMARY

Platforms: Microsoft Windows 95 / 98 / NT / 2000 XP/ 2010, UNIX, Linux, MS-DOS, AS400 Applications: CRM Support Specialist (Salesforce Admin) / DocuSign Admin production support / Technical Training for current applications

Tools: Application Integration with (API, DB) / Create Bugs and Enhancement request using Jira, Salesforce and ServiceNow / QA and UAT Testing / Documentation for Training and Knowledge Transfer (SharePoint – BOX) / SQL Queries (Microsoft SQL) / Active Directory (ADFS) – SSO / Conference Tools (Level 3, Go to Meeting, Webex, Join.me) for internal meetings and presentations / Microsoft Office Suite 95 / 98 / 2000 / 2003 / 2010 / Custom report assistance using filters and specified columns / Mobile Apple support – Settings Configurations / VPN working remotely Expertise Includes: Customer Retention − Technical Support − Quality Assurance/UAT − CRM Support – Application Support – DocuSign Support – Mobile Support – Root Cause Analysis – Documentation – Custom Reporting – Knowledge Transfer – Team Player – End User Training – Writing up Bugs and Enhancement requests – Abiding by company SLA Requirements

PROFESSIONAL EXPERIENCE

RETIRED – 2000-2003

LENNAR HOMES, Doral FL 2017 – 2019

Fortune 500 home construction and real estate company with 12K+ associates and revenue of $12B+ Salesforce CRM Support Specialist

Salesforce Administrator (Production Support for 5K+ Lennar employees (Sales, Service Marketing and Legal)

• Instrumental in Salesforce Migration for 34 Divisions to replace Oracle “CRM On Demand” in 2018. Initially migrated to Salesforce Classic and then upgraded to Salesforce Lightning.

• Provided immediate resolution to Sales Teams in order to complete sale in respective community. Expedited $150M+ in revenue in 2 years.

• Supported 2018 Cal-Atlantic Merge that grew Lennar into the largest home builder in US. COMPUTER AID INC (CAI), Boca Raton, FL 2015 – 2017 IT and Development Contractor for BlueGreen Vacations Software Support Analyst

Provided support for 32+ internal applications and development processes. Created daily reports for applications supported in order to meet company SLAs. SMARTBEAR (previously Alertsite), Coconut Creek, FL 2008 – 2014 Senior Support Engineer

Helped customers understand metrics relating to performance of their website, achieved by drilling down into reporting features for each page, image and objects being populated in web browser. APPTIX (previously Mailstreet), Plantation, FL 2005 – 2007 Technical Sales Specialist

Reported directly to owner in charge of sales and development. Managed budget of $50K per month in order to market product with pay per click and Search Engine Optimization (SEO) advertising. Helped increase sales revenue while working directly with owner regarding Percentage of Sales vs. Views. Helped customers configure Blackberry Enterprise, Good Mobile Messaging and other Smart Phone Devices. ADVANCES.COM INC. 1998 – 2005

Web Hosting – Technical Support

Reported directly to owner in order to set up new websites for hosting. Recovered Server data through ArcServe when server crashed through RAID Array. Provided technical support for hosted customer websites. ADDITIONAL PROFESSIONAL EXPERIENCE

DIRECTNET INC. (High Speed Wireless Internet Access), Lauderdale By The Sea, FL Dispatching and Installation Technician

DATA TRANSIT INTERNATIONAL, INC. (Network Solutions), Lauderdale by the Sea, FL Network Technician

AUTOMATION CONSULTING TEAM INC. (IBM Subcontracting Services), Delray Beach, FL IBM Subcontractor - Hardware Installation Technician DIGITAL PRODUCTS CORP. (House Arrest Criminal Surveillance), Pompano Beach, Fl. Support and Installations Technician

EDUCATION & CERTIFICATIONS

Associate of Applied Science (AAS), Electronic Engineering Technology, Macomb College, Warren, MI Certificate, MCDST Microsoft Windows XP Operating System, Plantation, FL Certificate, Pay Per Click and SEO optimization, Chicago, IL Overview of Best Customer Service Practices course, ITIL Best Practice for Customer Service

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