Salesforce Administrator Technical Support

Jose Michel

Certified Salesforce Administrator

E: ************@*****.*** C: 951-***-****

Summary

Highly motivated and customer-focused Salesforce professional with over 12 years of progressive experience in administration, business analysis, and technical support. Proven expertise in implementing scalable solutions, enhancing system functionality, and optimizing user experience. Skilled in workflow automation, third-party integrations, and data analysis to drive efficiency and business growth. Professional Experience

Rubenstein Law

Salesforce Administrator

November 2023 – Present

• Implemented and maintained user roles, permissions, and data security within Litify to ensure compliance with organizational policies and regulatory requirements.

• Streamlined case management processes by designing and automating custom Flows, Workflows, and Approval Processes tailored to the unique needs of legal teams.

• Integrated Litify with third-party applications and tools (e.g., DocuSign, Case status, and JotForm) to enhance system interoperability and user productivity.

• Developed comprehensive dashboards and reports to provide actionable insights into case statuses, performance metrics, and client interactions, enabling data-driven decision-making. IBM

Salesforce Administrator

January 2021 – November 2023

• Developed the IBM External Product Support Community, achieving faster issue resolution and lower support costs.

• Oversaw user account management, data security, and permissions.

• Maintained IBM’s Customer Community Portal, Supporting over 5,000 active users worldwide.

• Coordinated with teams to execute SQL queries and manage data loader projects. WorkSTEPS

Salesforce Administrator

February 2018 – January 2021

• Improved productivity by integrating third-party apps, including Rollup Helper and Form Titan, into Salesforce.

• Designed and maintained Salesforce configurations, dashboards, and reports for data-driven decision- making.

• Automated HR processes by integrating Salesforce with 10+ external software clients via Tray.io. Riverside Information Technology

Desktop Support Technician II

July 2014 – December 2016

• Streamlined IT operations by completing a system refresh project for over 550 users on time and within budget.

• Resolved service tickets through ServiceNow, enhancing customer satisfaction. Western Digital

Systems Performance Technician

October 2008 – March 2014

LinkedIn

• Analyzed and presented system performance metrics to stakeholders, aiding capacity planning and operational improvements.

Certifications

• Salesforce Administrator

Key Skills

• Salesforce CRM Administration

• Process Automation (Flows, Workflows, Zapier, Tray.io)

• User Management & Security

• Third-Party Integrations (Own Data, Form Titan, HubSpot, DocuSign, JotForm, SMS Magic, Case Status)

• Reports & Dashboards

• Agile Methodologies

• Data Management & Analysis

• Training & Documentation

Key Highlights

• Developed scalable and user-friendly Salesforce solutions tailored to business needs.

• Automated workflows to minimize manual tasks and increase operational efficiency.

• Ensured data integrity and compliance with security policies and best practices.

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