Business Intelligence Customer Service
Resume:
Keenan Jones
Motivated and results-oriented analyst, experienced with Salesforce.com, seeking
admin/consulting opportunities.
***** ********** ****, *** ****
Novi, MI 48377
**************@*****.***
EXPERIENCE
Business Intelligence & Analytics Architect - NTT Data Services October 2023 - 2024
-Strong exposure to Sales, Service, and CPQ Clouds
-As the Customer Service Lead, the ServiceNow system was maintained by managing numerous tickets/requests daily to assist internal users with troubleshooting, training and updating Salesforce
-Ensure the digital technology and related services that NTT DATA builds for our clients are valuable, intuitive, and impactful.
-Provide clients and team with support, leadership, and direction to make sure projects are executed well and to deliver the engagement
-Perform development, testing, implementation, documentation within Salesforce platform
-Act as first point of escalation for daily service issues and be a primary point of contact for Stakeholders
-Provide training, support and leadership to the larger project team
Digital Solutions Consultant - NTT Data Services
September 2021 - 2023
-Strong exposure to Sales, and Service Clouds
-Ensure the digital technology and related services that NTT DATA builds for our clients are valuable, intuitive, and impactful.
-Provide clients and team with support, leadership, and direction to make sure projects are executed well and to deliver the engagement
-Perform development, testing, implementation, documentation within Salesforce platform
-Act as first point of escalation for daily service issues and be a primary point of contact for Stakeholders
-Provide training, support and leadership to the larger project team
Salesforce Business Analyst - Torrent Consulting
November 2020 - July 2021
-Implement complex Salesforce configuration
-Prep and load data into the Salesforce system
-Demonstrate knowledge of Salesforce solutions to customers
-Strong exposure to Sales, Service, Field Service, CPQ cloud, and Pardot
-Implementing Salesforce configurations as per design, and prepping and loading data into the Salesforce system using various softwares.
-Participating and collaborating in key meetings with clients, and creating project documentation in preparation for, during, and following client meetings with the ability to utilize best practices in project work.
-Utilizing applicable business knowledge to support client needs - As well as translating business requirements into Salesforce solutions.
-Identifying, managing and escalating project risks and issues appropriately
SKILL HIGHLIGHTS
Credentials
● 3x Salesforce Certified
● Trailhead Ranger
Applications
● Tableau
● Data Cloud
● ServiceNow
● Dell Boomi
● TaskRay
● Conga
Integrations
● Heroku
● Mulesoft
Personal
● Innovative
● Autodidactic
● Collaborative
● Motivated
● Communicative
Salesforce Application Developer - United Shore
February March 2020 - November 2020
-Strong exposure to Sales, Service, Community, and Marketing Clouds
-Involved in CR automations for Service Cloud, Journey Builder Loan Anniversaries configurations, and conducted Community Cloud Demo involving broker forums to greatly increase client collaboration
-Involvement in Technical Debt Analysis reducing maintenance cost with the re-creation of org-wide process builders, flows, and workflow rules
-Catalyzed Heroku platform integration project
-Documented user stories along with sizing the complexity of those stories. Dissected Acceptance criterias, organized epics, and backlogs product owners and stakeholders
-Conducted and lead rituals, sprints and retrospectives for large projects within a development team
EDUCATION
Oakland University — B.A. Business Administration, IT minor August 2017 - 2019
Relevant coursework towards a Bachelors in Business with an Information Technology minor.
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