Technical Support Representative

Contact

094******** (Mobile)

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

www.linkedin.com/in/jlordvillaflores

(LinkedIn)

Top Skills

Technical Support

Customer Service

Customer Satisfaction

Certifications

EFSET English Certificate

72/100(C2 Proficient)

Jlord Villaflores

Salesforce/Google Administrator, Salesforce Flow Automation Expert Camarines Norte, Bicol Region, Philippines

Summary

I started as a support representative, handling concerns mostly technical in nature. I have experience handling LOB's with different processes and standards to meet client/customer needs. Toshiba, Norton by Symantec, AT&T, Google and Intuit Quickbooks, to mention some are the accounts I've worked for. For the duration of my employment with the aforementioned brands, I've acquired knowledge and skills in dealing with different types of customers/clients. I've significantly developed my communication, troubleshooting and logical thinking skills ensuring the issue resolution, satisfaction towards the expected output. I was given an opportunity to become a Salesforce administrator due to my extensive knowledge in the Salesforce environment. I also have basic knowledge with different business platforms such as CRM's, telephony and office computing suite which made my first client say that I know what I'm doing and passionate with Salesforce'. I've already planned to take a Salesforce Administrator, Advanced Administrator certifications for credentials purposes but I can still assure anyone that I am very competitive for this role. Experience

MVP Mailhouse

Salesforce/Google Administrator

May 2021 - Present (2 years 2 months)

Remote

When I joined MVP Mailhouse, I was tasked to support the operations, productions and the dev team in, implementing various automations to improve business processes. Now, I am the admin of almost all the platform our company uses like Google Workspace, Twilio, Quickbooks, etc. Page 1 of 5

I am passionate with what I do. I always come up with a way to automate user workflows mainly using Salesforce Process Builder, Flow and workflow rules. My forte is Salesforce Flow and with my great logic and analytical thinking skills, I innovate simple to complex business processes. I integrate them with different platforms like Zapier to make the team's daily tasks simpler and more efficient.

Below are the other duties and responsibilities I am currently doing:

-improve and/or maintain current processes

-create/implement new process automations that meets the requirements provided by stakeholders

-work with different teams (leadership, sales, accounting, operations, developer) to create/implement/maintenance of process automations

-troubleshoot system/tools issues raised by internal team members

-support the dev team and be a resource person for all their Salesforce needs

(Schema, API, features, etc.)

-maintain different platforms/tools used by the team (Twilio, Google Voice, Digital Ocean, Quickbooks, etc, PandaDoc)

-escalate issues to respective support teams when issues are found to be on the platform's end

Salesforce specific tasks:

-maintain and/or improve standard and custom objects, page layouts, apps, etc.

-create reports and dashboards (all departments & teams)

-streamline reporting and analytics

-manage users, profiles, permission sets

-use Salesforce Flow, Process Builder, Workflow rules, Outbound Messages to automate processes

-improve resource utilizations of different integrations

-setup/maintain/update Zapier to integrate different systems with Salesforce CoreAssist

1 year 11 months

RTM

July 2019 - May 2021 (1 year 11 months)

Salesforce Administrator for Absolute Storage Management July 2019 - May 2021 (1 year 11 months)

-maintain standard and custom objects

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-design, create and update reports and dashboards

-create and update custom objects, fields and relationships based on newly implemented automations and solutions

-create/update business process logic in Process Builder, Workflows, Workflow rules and flows to help streamline business processes

-import/export records

-develop automations to increase salesforce usage, task completion and monitoring, and user notification when certain changes are made to records

-create email alerts sent to vendors/record owners and related users when properties become non-compliant to aggregator thresholds

-develop and maintain internal ticketing system via email-to-case and omni- channel for routing and escalations

-be a primary point of contact for all end users and stakeholders concerns

-maintain the data integrity via user access, permissions and permissions, profiles and role hierarchy

-regular Salesforce checks and maintenance

-update user interface by creating or adding components, layouts and apps

-release updates regarding changes on deployed user interfaces Dialpad

Support T1

August 2017 - June 2019 (1 year 11 months)

Remote worker

-attend to client concerns/requests via phone, chat and email

-identify, troubleshoot and provide resolution on issues related to the product and services

-Telephony Support - call quality issues

-App Support - Desktop/mobile apps

-Device Support - SIP phones (Obihai, Polycom, Cisco, Yealink, Grandstream)

-Product bug escalations

-Billing review

-Add/Update/Delete client records as requested

-Process Porting requests

Jexet Technologies, LLC

Field Service Coordinator

August 2017 - February 2018 (7 months)

Greater Chicago Area

Provincial Health Office - Camarines Norte

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Clerk/System Admin/Programmer

May 2016 - August 2016 (4 months)

Daet, Camarines Norte

-administrative tasks such as data entry, reporting, record keeping

-Hospital Server management

-Break-fix (Hospital Management System)

-System maintenance

-Train newly hired computer attendants

-Improve data processing

-Develop simple Claims Tracking System

SYNNEX Concentrix Corp

Technical Support Representative

March 2015 - November 2015 (9 months)

BGC Taguig

Sutherland Global Services

Customer Care Consultant

July 2014 - January 2015 (7 months)

Taguig City

SHORE Solutions Inc.

Technical Solutions Engineer

February 2014 - June 2014 (5 months)

Greenfield District, Mandaluyong

Iopex Technologies

Tech Support Specialist

September 2013 - January 2014 (5 months)

Bonifacio Global City, Taguig

Teleperformance Philippines

Technical Support Representative

April 2012 - September 2013 (1 year 6 months)

Sucat, MOA, Ortigas

Provincial Government of Camarines Norte

Administrative Assistant

July 2011 - December 2011 (6 months)

Daet, Camarines Norte

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Education

Bicol University College of Science

Bachelor of Science, Computer Science · (2008 - 2011) Page 5 of 5

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