Salesforce Administrator Help Desk Analyst

Location:

Houston, TX

Posted:

January 07, 2025

Contact this candidate

Resume:

MikeLester D. Chichioco

SALESFORCE ADMINISTRATOR - I D : 23062905

Profile

Experienced and dedicated Salesforce Administrator with over two years of experience identifying solutions to problem areas, while communicating needs for projects. Proficient in an assortment of technologies, including Salesforce, Amazon Web Services, Asana, Teams, Slack, Zoom, Pardot, Spiceworks Help Desk, Fresh Service Ticketing System and Azure DevOps. Employment History

Salesforce Administrator / CX Help Desk Analyst II / Business Analyst, Shell Energy Solutions, Houston

DECEMBER 2022 — PRESENT

● Documented various standardized operating procedures in regard to onboarding/business processes related to customer and production support utilizing Tango.

● Assigned and adjusted individual permissions based on role and profile of over 350 colleagues and employees.

● Participated in daily scrum meetings discussing case and data management issues with the Customer Service and Operations Team.

● Collaborated with offshore and onshore partners in delivering and implementing business solutions.

● Assisted in the initial implementation and automation testing procedures related to integrating the Nice CX One platform.

● Resolved over 1,470 incidents, increasing customer satisfaction and decreasing quarterly complaints by 15-20%.

● Acted as a point of contact and subject matter expert for various technologies and installed services.

● Created customized report templates and dashboard to view and analyze data with marketing professionals.

● Worked with other Salesforce Professionals along and Production Support team related to administrative duties and maintenance.

● Managed and prioritized daily tasks, incidents, and spikes with IT professionals using a Kanban approach in Azure DevOps. Salesforce Administrator, Empower Pharmacy, Houston DECEMBER 2021 — D ECEMBER 2022

● Assisted in managing a Salesforce Unlimited Edition Org of over 300 users.

● Created users and defined user permissions based on role and profile.

● Supported Sales Cloud, Service Cloud and Health Cloud.

● Communicated weekly activity reports of tasks and projects in progress.

● Collaborated with 2 Senior Salesforce Administrators related to projects.

● Directly supported 150 users in identifying and resolving problem tickets.

● Assisted in developing custom objects with Senior Administrators. Details

Hockley, United States

956-***-****

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

Links

linkedin.com/in/thatonetechguy/

trailblazer.me/id/mdchichioco

climbhire.co/blog/mikelester-d-

chichioco

Skills

Computer Skills

Customer Service

Communication Skills

Ability to Work in a Team

Flexibility and Adaptability

Effective Time Management

● Extensive knowledge of Salesforce standard objects that includes Accounts, Contacts, Leads, Campaign, Opportunities, Activities, Reports and Dashboards.

● Created custom objects, custom fields, page layouts and custom reports.

● Effectively assumed the role of a Marketing Automation Specialist.

● Created personal sandboxes to test and develop various marketing solutions.

● Developed automated scheduled marketing journeys for email marketing campaigns.

● Performed Pardot Campaign member segmentation process.

● Worked with utilizing graphic materials for marketing campaigns.

● Collaborated with the Director of Quality in ensuring proper allocation of permissions and licenses to over 80+ users of an integrated application.

● Coordinated mailings, marketing materials, targeting upwards of over 10,000 recipients bi-weekly as the team's Pardot automation specialist.

● Collaborated with 80+ internal sales professionals and graphic designers to analyze weekly data and marketing results.

● Communicated daily Web-To-Lead forms to internal sales representatives.

● Built and maintained multiple reports and dashboards across all departments.

● Troubleshoot escalated Salesforce issues with team members.

● Provided training to multiple users creating and customizing List Views under incidents and cases.

Fellow Administrator, Climb Hire, Berkeley

MAY 2022 — OCTOBER 2022

● Served as 1 of over 330 dedicated Professional Tutoring Alumnus in an online career developmental program utilizing Slack and Zoom.

● Reviewed with over 20 certified administrators in delivering clear and excellent lessons while ensuring a positive and hassle-free environment.

● Led a group of 25+ "Climbers" in mastering Salesforce concepts via Trailhead and shared potential use cases.

● Performed one-on-one meetings with Climbers to assess their level of understanding regarding Salesforce topics and personalize lessons as needed.

● Remained committed to helping Climbers achieve growth and success.

● Assigned homework as an extension of learning.

● Developed and managed relationships with professional leaders. Data Entry Pharmacy Technician, Empower Pharmacy, Houston SEPTEMBER 2019 — NOVEMBER 2021

● Worked with excellent attention. to detail and precision.

● Remained committed to providing optimal customer service.

● Demonstrated strong troubleshooting and problem-solving skills.

● Maintained KPI expectations as defined by company standards.

● Utilized a strong working knowledge of HIPAA Privacy and Security rules. Education

Workplace Studies, Reach University, Oakland

OCTOBER 2021 — MAY 2022

Salesforce Administrator Training, Climb Hire - Cohort 5, Berkeley OCTOBER 2021 — MARCH 2022

General Health and Wellness AA, Lone Star College System, Houston 2016 — 2018

Certifications

Leadership, Project Management: Business Development Mastery, SAAN Trading INC

COMPLETED APRIL 2024