Quality Assurance Salesforce Administrator

Christopher “Jake” Jacobsen

Salesforce Certified Advanced Administrator Salesforce Certified Administrator Salesforce Certified Platform Developer

Salesforce Trailblazer Profile: https://www.salesforce.com/trailblazer/jjacobsen

LinkedIn Profile: https://www.linkedin.com/in/chrisjakejacobsen/

EMAIL: *******@*****.***

CELL: 978-***-****

Location: Greater Boston, MA & Remote

SUMMARY

Seasoned Salesforce Administrator and Developer with over eight years of experience in the Salesforce ecosystem, including Sales Cloud, Service Cloud, and Community Cloud. Proven track record in designing, developing, and implementing custom solutions to drive revenue growth. Technical expertise includes proficiency in Apex, Visualforce, Lightning, and various Salesforce integrations. Strong background in data management, data migration, and data quality assurance. Excellent communicator and collaborator with a passion for leveraging Salesforce to exceed business goals.

TECHNICAL PROFICIENCY

Platforms: Salesforce Development and Administration, EDA, Student Success Hub, EnrollmentRx, Force.com, Omnistudio,

Programming: Salesforce APEX, Visualforce, Aura Components, Lightning Web Components (LWC), DevOps Center, .Net (ASP.Net, C#, VB.Net, MVC), Web Services, PowerShell, SQL, SOQL, SOSL, SharePoint, development using SOAP, API, XML, REST technologies

Development Tools: VS Code, DemandTools, Conga Composer/Batch, S-Docs, Remedyforce, Confluence, BitBucket, Gearset, Cirrus, Demandbase/InsideView, WebEx, Form Assembly, Salesforce CPQ, Signal Vine, Salesforce Maps

Web Technologies: HTML, CSS, JavaScript, JSON, XML, XSL, XSLT, jQuery, PHP, Python

Agile Methodologies: Scrum, Sprints, User Stories, Jira, Agile Ceremonies

KEY ACHIEVEMENTS

Spearheaded the creation of the Salesforce Service Cloud implementation to support a customer support team, improving case resolution time and user satisfaction. Designed automation for case routing, escalation, and email-to-case functionality, and provided end-user training and documentation to ensure adoption.

Led the integration of Eventbrite at Babson College, improving marketing strategy and increasing student applications.

Developed a Student Advising portal at Babson College, praised as an indispensable tool by students and advisors.

EXPERIENCE

Salesforce Developer and Administrator

Ergon, Inc.

April 2023 – Present

As a core member of the Ergon Salesforce team, I have led the design, development, and deployment of enhancements across multiple Salesforce Clouds in support of operational efficiency, field productivity, and customer engagement. My work includes extensive use of Apex, Lightning Web Components (LWC), Aura, Flow, SOQL, and SOSL to deliver dynamic solutions for quoting, customer support, malfunction reporting, and document automation. I have implemented scalable metadata-driven frameworks for notification management, integrated external form tools like Form Assembly, and customized record review workflows with role-based visibility and state tracking. My efforts have driven digital transformation through Agile delivery, deep business process understanding, and close collaboration with cross-functional stakeholders.

In this role, I’ve also contributed to Agile implementation by leading sprint planning, backlog grooming, retrospectives, and Jira-based tracking. My technical contributions are matched by a focus on maintainability, governance, and user adoption—ensuring that solutions not only work but last.

Developed Custom LWC Components: Created reusable LWC components to enhance user experience and streamline business processes. Implemented components for dynamic data display, form validations, and interactive user interfaces.

Used SOQL extensively in Apex and Lightning Web Components for dynamic querying of Opportunity, Case, and custom object data.

Created custom components and automation to improve quoting, reporting, and user experience across Sales and Service processes.

Designed and maintained document generation solutions using Conga and S-Docs to support client and internal communications.

Applied SOSL in global search logic to improve record discoverability across multiple objects in support workflows.

Built integrations and reusable components to connect Salesforce data with dynamic user interfaces and improve interactivity.

Led the development and rollout of enhancements for Opportunity management and pipeline visibility.

Developed Aura Components and Apex batch classes to automate PDF report generation, improving client communications.

Implemented data validation and transformation logic to support clean, accurate input from users and integrated systems.

Designed Form Assembly forms and workflows for seamless data capture from external users into Salesforce.

Migrated Classic features and layouts to Lightning Experience, improving usability and consistency across the platform.

Configured Salesforce Maps, routes, and scheduling to support field operations and territory planning.

Conducted trigger analysis and documented system automation to improve visibility and maintainability of the org.

Led Agile adoption within the team, conducting sprint ceremonies and managing Jira-based work tracking.

Designed and maintained security frameworks using Permission Sets, Roles, Profiles, and Sharing Rules.

Created dashboards and reports to provide actionable insights for leadership and front-line users.

Designed a custom review workflow and dynamic interface for malfunction reports, including conditional display of Unit Reviewer, JAAR Reviewer, and supervisor fields with role-based logic and validation.

Built Apex and Flow logic to manage report visibility, reviewer assignments, and review status progression based on user input and profile.

Created a custom metadata-driven framework for mapping letter templates to notification types, enabling dynamic selection of Conga and DocuSign templates for report distribution.

Enhanced reliability of SSO-based role detection in support processes, ensuring proper permissions and field access on reports and dashboards.

Applied SOQL and Apex logic to audit reviewer decisions and report state changes for compliance and traceability.

Refactored legacy logic for displaying reviewer and status fields to improve maintainability and reduce bugs introduced by future UI changes.

Salesforce Developer and Administrator

Babson College, Wellesley, MA

May 2015 – April 2023

Salesforce Developer and Administrator

As a member of the Babson Salesforce Agile team, I participated in the introduction and proliferation of the Salesforce ecosystem to the college community of staff, faculty, and students. I worked with users to provide custom Salesforce solutions through Apex classes, controllers and triggers, Aura Components, Visualforce pages, Lightning Experience, Salesforce Flow, Validation Rules, third party tools such as Conga Composer/Conductor, Form Assembly, DemandTools and native Salesforce. A central motivation was to improve the user experience and data quality with data cleansing tools, the import of external data into the CRM, and to build custom Reports and Dashboards using CRM data, analytic snapshots, charting elements and KPIs. I assisted in the conversion of migrating security from User Profiles to Permission Sets and Permissions Set Groups as well as Classic to Lightning Experience.

My work conformed to agile methodology of performing tasks in two-week sprints, leading agile ceremonies including Backlog Grooming, Retrospectives, Team Improvement discussions, Sprint planning and rigid change control.

I have secured my Salesforce Administration and Advanced Administration Certifications which I maintain through Trailhead maintenance tracks. I subscribe to several Power of Hub Salesforce communities and have several submissions to Salesforce IdeaExchange.

I performed numerous diverse and complex tasks as a Salesforce Developer and Administrator at Babson College:

Development of automations using Flows, Process Builder, Workflow Rules and Apex classes

Leveraged SOQL and SOSL in Apex triggers, controllers, and batch classes to support dynamic queries and search operations across large datasets.

Worked with Student Advising to gather requirements for the Student Success Hub (formerly Advisor Link) which provided Babson College Advisors with a robust Student/Advisor Appointment system

Assist in the configuration the Babson Salesforce DevOps with Gearset, VS Code and BitBucket integration

Participated in Salesforce Knowledge community for knowledge base for users

Build a custom student portal using the Force.com platform providing self-service functionality, custom branding and design

Built Triggers using Table-Driven Trigger Management (TDTM) providing automation and data integrity

Built numerous Form Assembly forms with connectors to Salesforce and other applications

Created Conga Composer solutions to generate letters, reports and forms for external users

Built and supported Visualforce pages using APEX, Aura and LWC components for the Alumni Community

Created Salesforce Layouts for custom and standard objects

Converted Custom Layouts from classic to Lightning Experience (LEX)

Performed administrative tasks related to security like creating Users, Profiles, Roles, Permission Sets, Permission Set Groups, Sharing Rules and Public Groups

Participated in designing business processes in Salesforce using Campaign, Opportunity, Account and Case Management objects

Transposed and imported raw data into Salesforce CRM using DemandTools, Data Loader, Workbench

Tracked project and tasks using Jira and Confluence

Deployed solutions using Salesforce Changesets, Gearset DevOps from Development Sandbox, to UAT and Production

Completed many Agile Spikes that allowed for in-depth research of a complex topic, thorough documentation and presentation to the team and end users.

SharePoint Architect, Developer, and Administrator

Babson College, Wellesley, MA

July 2010 – May 2015

- Migrated SharePoint farms and developed automated solutions for faculty profiles and alumni directories.

- Designed and implemented branded SharePoint sites and custom web parts.

- Led Mobile Application Platform initiative and configured SharePoint Business Intelligence Site.

Previous Positions:

SharePoint Developer at Shawmut Construction, Boston, MA (Aug 2009 – Aug 2010)

Senior Software Developer at The Palladium Group, Lincoln, MA (Sep 2008 – Aug 2009)

Software Developer at American Tower Corp, Southborough, MA (Feb 2004 – Aug 2008)

Principle Software Developer at Groove Networks, Beverly, MA (Jun 2000 – Feb 2004)

Software Engineer QA Engineer at Artisoft, Cambridge, MA (Mar 1996 – Mar 2000)

Software Consultant QA Engineer at Interleaf, Waltham, MA (Jan 1994 – Mar 1996)

Software Developer Tech Support at (IBM) Teltech Inc, Fishkill, NY (Jun 1991 – Jan 1994)

EDUCATION

Marist College, Poughkeepsie, NY

Bachelor of Science in Computer Science (Aug 1988 – May 1991)

PERSONAL INTERESTS

Enjoy playing guitar and piano, hiking with my family, running, golfing and mountain biking with my kids.

TRAINING AND CERTIFICATIONS

Certifications:

- Salesforce Certified Platform Developer I – May 2023

- Salesforce Certified Advanced Administrator – April 2023

- Salesforce Certified Administrator – March 2021

- Salesforce Trailhead Expeditioner Rank – 80+ Badges

- Microsoft Certified Technology Specialist: Microsoft Office SharePoint Server 2007

Memberships:

- Salesforce Trailblazer Community

- Boston .Net User Group

Training/Conferences:

- Salesforce Higher Ed Summit (Virtual) – June 2021

- Dreamforce Conference San Francisco – 2018, 2023

- Salesforce Fundamentals (STR-101) – June 2019

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