Salesforce Administrator

Ryan D. Ruiz

Phone: 706-***-**** • *** Whiskey Rd, Apt F, Grovetown, GA 30813

(willing to relocate) - E-mail: ****.*.****@*****.***

SALESFORCE SENIOR ADMINISTRATOR AND CONSULTANT

I want a job that makes me happy, challenges me, will help me reach my professional goals so that my life becomes more

rewarding. I want to continue working with Salesforce, using my skills and abilities to help Organizations, Nonprofits and

Universities get the most out of Salesforce and help them make the world a better place. I am very adaptable, responsible, and I

am positive that my experience and personal desire will help your organization.

SUMMARY OF MY WORK EXPERIENCE

I have more than 15 years of Customer Service experience and 12 years of helping Nonprofits, Educational Institutions, and

other types of Organizations use Salesforce. I am also bilingual (Spanish and English), I have been helping Salesforce with

creating and curating Documentation, and giving customers 1-on-1 personal help with using Salesforce Products (such as Sales

Cloud, Service Cloud, Nonprofit Cloud, NPSP, Education Cloud, EDA, Volunteers for Salesforce, and more).

PERSONAL WORK EXPERIENCE HISTORY

April 2014-Present Salesforce – (Iowa and Georgia)

Salesforce.com Senior Administrator

■Helping Organizations, Nonprofits and Education Institutions learn, setup, and utilize features in Salesforce through

Sales Cloud, Service Cloud, Experience, Nonprofit Cloud, and Education Cloud Products to meet their goals and needs.

■Aid organizations in gathering information, best Practice, and troubleshooting on long/short projects specifically with

Sales Cloud, Service Cloud, Nonprofit Cloud, NPSP, EDA and Education Cloud in AMER, LACA, and EMEA

■Provide Support via Phone, email, chat support, screenshare meeting, on-boarding and training for out-of-the-box training,

which include but was not limited to Data Importation, Setup, Customization, Reporting, Email, Permissions, and Flows

■Help with Data Importation (data loader, data import wizard, and dataloader.io), change sets, and data clean up

■Specialize in finding workarounds for customers not covered in standard documentation, working with Product team to

find short and long term solutions, and documenting such help in English and Spanish (also some Portuguese)

■Team Head of creating and publishing documentation for Salesforce Products (internal and external) in Spanish and English

■Promote using Out-of-the-box functionality and Admin Support, Premier Support, Partner Support, and Trailhead support

■Help with Salesforce Pro Bono Projects, encouraged organizations to sign up for Pro Bono or Consultant services

■Collaborate with a team of over 15 individuals alongside other teams such as Chat Support, Triage, Developer, CCE,

Sales, Admin team, Product team, and Salesforce Trailhead Support in AMER, LACA, EMEA, AND APAC

■Used Agile Methodology (Discovering current process, suggesting improvements, reviewing with client, applying

improvements, and then monitoring KPI’s. Also familiar with and used SCRUM methodology for Product updates/releases

■Experience with PMM, Case Management, Volunteers for Salesforce, Reports, Data Management, with some experience with

Visualforce and Apex

October 2012-2014 Cognizant Technology Solutions, Des Moines, IA

Salesforce.com Senior Process Executive – Voice

■Helped Organizations inquiries, issues, and resolutions with Salesforce products (Service Cloud and Sales Cloud)

■Customer service- Phone, email, and screen share as part of onboarding, hands-on, out-of-the-box training with the

Salesforce Product, and Finding workarounds for customers not covered in standard functionality

■Volunteering with Pro Bono Support (short term and long term) helping Organizations implement Salesforce

■Standard CRM Configuration; Specializing in Desktop Integration, Desktop Integration, Mobile Administration, Email,

Email Administration, Manage Users, Manage Apps, Communication Templates, and Securities

■Helping customers utilize Help & Training, AppExchange and the IdeaExchange, as well installing 3rd party apps

■Helped via phone calls, case comments, email and screen share (individuals and teams), with requests such as creating

workflow rules, triggers, alerts, and email responses

■Delivered solutions to customers in the Americas, Europe and Northern Africa (in English, Spanish, French, and German)

February 2010-August 2012 Mexico City & San Luis Potosi

ESL Teacher and Coordinator

■Customer service both on the phone, email, and on-site to help create, build, and maintain customer base

■Maintaining inhouse Computer Network and systems

■Preparing materials, planning, implementation, and ensuring goals were completed.

■Helped with Teacher/Parents/Student inquiries, issues, conflicts and resolutions

■Team building, customer support, and marketing

■Creative projects to help the company grow and creating regular training sessions

■Customer service both on-site, telephone, and email support, and Computer system maintenance on site

September 2002-December 2010 Domino's Pizza (NM, IA, NC, & TX)

Customer Service Representative-various states

■Customer Service on-site and phone

■Helped with customer inquiries, issues, and resolutions

■Aided in System updates, technical training, and network repair and analysis

■Product production and delivery

■Receiving calls, customer complaints, and handling situations

■Assisted manager – (sales, bank deposits, customer care)

March 2007- May 2008 First Health of the Carolinas, NC

Medical Lab Assistant - Phlebotomist

■Customer service on-site, customer care, and building customer relationships and trust (HIPAA)

■Translating (Spanish and English)-in both the lab, patient rooms, operating rooms, telephone inquiries, staff issues, and patient admittance

EDUCATION & CERTIFICATIONS

2024 Service Cloud Consultant Certification Columbia, SC

2024 Education Cloud Consultant Certification Columbia, SC

2019 Nonprofit Cloud Consultant Certification Atlanta, GA

2014 App Builder Certification Atlanta, GA

2012 Salesforce Administrator & Advanced Administrator Certifications Des Moines, IA

2009 TESOL Advanced Certification Marietta, GA

2006 Sandhills Community College – G.P.A. 4.0 Southern Pines, NC

2000-2001 Central Carolina Community College (Computers) Sanford, NC

MY PERSONAL ACCOMPLISHMENTS

●Currently and for the last 10 years I have been volunteering in the Spanish and English community

●Helped Nonprofit with Implementation of Salesforce, NPSP, and Community Cloud

●Successfully set up a program teaching various ages about water safety in Carlsbad, New Mexico

●Volunteered for over 15 years with Animal shelters in California, Iowa, and Georgia

●Helped with Georgia Food Banks during COVID (volunteering and translating)

●Helped in the international community in Mexico for over 2 years volunteering and teaching English

●Learned more about “immigration” issues to help my community while helping with translation

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