Remote Salesforce Administrator & Support Specialist

Ronald McPherson Reyes

Newark, CA 650-***-**** *********@*****.*** https://www.linkedin.com/in/ronaldmacreyes

Experienced Salesforce Administrator & Business Systems Analyst with 10+ years managing large-scale Salesforce environments for SaaS companies.

Proficient in system administration, incident management, case triage, troubleshooting, and root cause analysis across Sales and Service Cloud.

Skilled in stakeholder meetings, requirements documentation, Agile app development cycles, project scheduling, user management, and process automation (workflows, flows, validation rules, approval processes, case assignment rules).

Extensive experience creating custom objects, fields, reports, dashboards, and data management using Salesforce Data Loader, SOQL and SOSL.

Integrated and supported third-party apps: Marketo, Pardot, Dialpad, RingCentral, ConnectLeader, LinkedIn Sales Navigator, Outreach.io, Zuora, Conga (Apttus), among others.

Led successful Salesforce implementations for start-ups, including end-to-end setup, data migration, customization, automation, reporting, and training.

Technical Skills

Salesforce Administration: Managed up to 1600 users, user roles, profiles, permissions, groups, queues, resolve technical issues and maintain updated sandboxes.

Customization: Reports, dashboards, workflows, flows, validation rules, page layouts, Apex, triggers, CPQ, Data Loader, DevOps tools.

Integrations: Marketo, Zuora, Zendesk, Apttus, Pardot, DiscoverOrg, LinkedIn Sales Navigator, Outreach.io, and more.

Additional Tools: Microsoft Office Suite, Visual Studio, Project, Lightning App Builder, Flow Builder, Oracle EBS, PL/SQL, Oracle BI Publisher, Polaris RWB, Agile methodologies.

Certifications & Education

Salesforce Administrator (Admin 201) - Feb 2014

Salesforce CPQ (CPQ301) - Mar 2025

Continuous Trailhead training

B.S. Electronics & Communications Eng., University of the East

Professional Experience

Sr. Salesforce Administrator & Business Systems Analyst

Clarivate – Philadelphia, PA – Worked Remotely from (Mar 2021 - Jun 2025)

Supported 1600+ users in Sales and Service Cloud, triaged and resolved user incidents submitted via ServiceNow. Maintained key salesforce data via Data Loader, developed/maintained approval processes, assignment rules, custom reports, dashboards, and custom fields. Handled 3rd party integration challenges and utilized DevOps tools for change management. Trained new Sales and Support users.

Performed root cause analysis (RCA) for recurring data or integration issues, ensuring proactive resolution and documentation. Updated the Foreign Currency Exchange Rates in salesforce to help support monthly billing accuracy. Developed and maintained critical processes by creating and maintaining Approval Processes, Case Assignment Rules, Lead Assignment Rules, Workflows, Flows, Reports, and Dashboards.

As Business Analyst, he resolved technical challenges related to 3rd party integrations for tools like LinkedIn Sales Navigator, Outreach.io, and Apttus, reinforcing seamless system automation.

Utilized GitHub and DevOps (Jenkins) tools to manage application changes and performed monthly sandbox refreshes to support continuous platform enhancements.

He also provided basic salesforce in-house training for new Sales and Support users during their onboarding process.

Salesforce Administrator

MarkMonitor – San Francisco, CA (Jan 2018 – Mar 2021)

Supported 260 users and managed sandbox environments and CPQ (Apttus). Implemented 45+ approval processes, 50 workflows, 100 reports, 20 dashboards, and ensured platform security. Resolved technical issues submitted via ServiceNow app and trained onboarding Sales/Support users.

Configured and maintained Roles, Profiles, and Permission Sets to ensure robust user security and facilitate comprehensive platform governance.

Collaborated with cross-functional teams during Salesforce-related projects in Service Cloud, ensuring alignment of system capabilities with evolving business requirements.

Addressed technical issues and managed annual subscription renewals for 3rd party applications including Marketo, Outreach.io, and LinkedIn Sales Navigator, enhancing integrations management.

Troubleshot complex CPQ configuration and data loader failures, documenting RCA and preventive measures.

Also provided basic salesforce in-house training for new Sales and Support users during their onboarding process.

Salesforce Administrator & Business Analyst

CollabNet – South San Francisco (Jun 2015 - Jan 2018)

Administered two (2) salesforce.com instance with a total of two hundred (250) Sales Cloud and Support Cloud users; created/main- tained three hundred (300) custom reports, ten (10) dashboards, ten (10) Flows, fifteen (15) custom Page Layouts, thirty Workflows (30), user Role, Profiles, Permissions Sets, one hundred fifty (150) custom fields, thirty (30) validation rules, Lead Assignment Rules, three (3) Email-to-Case setup for the Technical Support teams, managed two(2) sandboxes and resolved technical issues and managed subscription renewals of 3rd party apps like: Marketo (30 users), Zuora (10 users), Outreach.io (7 users) DiscoverOrg (40 users), Pardot (100 users), LinkedIn Sales Navigator (15 users) and Apttus (100 users).

Functioned as Business Systems Analyst whenever there are new user requirements or 3rd party apps that need to be integrated with the existing salesforce platform. He also provided basic salesforce in-house training for new Sales and Support users during their onboarding process.

Salesforce Administrator

iPass – Redwood Shores, CA (Apr 2008 - May 2015)

Administered the iPass salesforce.com instance with two hundred (200) Sales Cloud and Support Cloud users. He

created/maintained user Role, Profiles and Permissions Sets; created/maintained one hundred (100) custom fields, thirty (30) validation rules, twenty (20) workflows, one hundred (100) custom reports, five (5) dashboards, two (2) Email-to-Case setup for the Support teams, wrote or updated 30 process documents and maintained the full sandbox; experience with mobile card RMA process and 3rd party apps like: Oracle BI Publisher, Polaris Reporting Workbench (RWB) and Oracle PL/SQL.

Functioned as Business Systems Analyst when there are new user requirements or 3rd party apps that need to be integrated with the existing salesforce platform.

Also provided basic salesforce in-house training for new Sales and Support users during their onboarding process.

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