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CRM Applications Administrator Resume Example

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CRM APPLICATIONS ADMINISTRATOR
Professional Summary

Seasoned Business Consultant ready for any team or business need with strong background in Managed Services and leadership skills. Top-notch relationship-builder, articulate communicator and decisive manager with 25+ years of experience. Dedicated to enabling team members to exceed business objectives and targeted goals

Certifications
  • ConnectWise Manage Finance Certified
  • ConnectWise Manage Certified Associate
  • ConnectWise Sell Certified Associate
  • ConnectWise Cybersecurity Fundamentals for Engineers
  • AWS Cloud Essentials
  • Nimble Technical Sales Professional - Nimble Storage
  • Automating Administration with Microsoft Windows PowerShell
  • Proofpoint Accredited Administrator - Email Protection
  • VMWare Certified Associate - Data Center Virtualization - VCA 5
  • MCPS Microsoft Windows Server Administration
  • Certified SonicWALL Security Administrator
  • AirDefense Certified Engineer Wireless Security
  • CompTIA A+ Certified
Skills
  • Microsoft Server 2008, 2012, 2016
  • Hyper-V and VMWare Virtualization
  • Active Directory Administration
  • Exchange 2010,2013,2016
  • Office 365 and Google Suite Migrations
  • Datto Backup and Disaster Recovery
  • Mac OSX Client Administration
  • Business process improvement
  • Project cost analysis
  • Strategic planning
  • Requirements gathering
  • Systems administration
  • Implementing security measures
  • Relational Database Management
  • Analytical skills
Work History
CRM Applications Administrator, 08/2018 to 01/2021
Company Name – City, State
  • Provided pre-and post-implementation technical support as well as ConnectWise and other applications training to new and existing staff
  • Troubleshooted errors, maintained data integrity and provided issue resolution for ConnectWise application users
  • Supported end user requests for custom saved searches, reports, KPI and dashboards
  • Managed custom fields, forms, records, workflows, and user roles to meet business requirements
  • Communicated with multiple departments within organization as well as externally to resolve any global issues and provide regular updates to management on issues arising from end users
  • Developed, tested and deployed customizations such as searches, reports, dashboards, forms, custom objects, and new functionality based on evolving business needs
  • Developed and maintained workflows and processes to help streamline business and optimize ConnectWise effectiveness
  • Maintained case management in ConnectWise
  • Created documentation and policies on all ConnectWise processes and training as it relates to SMP
  • Imported and performed mass update of data into ConnectWise
  • Setup and configured ConnectWise modules to align with business requirements
  • Planned, reviewed, and revised configurations and customizations of ConnectWise as needed to meet ever-changing needs of Business
  • Proposed and completed system design/enhancements based on issues and company requirements
  • Worked with Leadership team to score work and produce estimates to help define deliverables and timelines
  • Kept up-to-date on new ConnectWise features and functionality, and provide recommendations for process improvements
  • Demonstrated ability to understand user's needs and provide solutions/recommendations to build on continuous improvement including identifying, evaluating and recommending key technologies required to support and improve business processes centered on ConnectWise platform
  • Monitored, tracked and reported on application health and performance
  • Integrity testing of system upgrades and development releases prior to migration to production or live use by staff
  • Worked with subject matter experts and partners to create custom integrations through published APIs
  • Reduced Account Executive Opportunity backlog by 65% resulting in increased quote to cash flow
  • Trained new and existing users on how to use database applications
Systems Network Engineer, 12/2017 to 08/2018
Company Name – City, State
  • Provided escalation point for Level 1 and Level 2 Managed Services Technicians and Frontline Helpdesk utilizing Autotask PSA
  • Managing network, server and workstation monitoring both on- and off-site utilizing Kaseya Managed Services Platform
  • Maintained high level of customer satisfaction and adherence to client service level agreements
  • Created and maintained comprehensive documentation as it relates to server and network topology, equipment, and configurations
  • Performed on prem Exchange to Google G Suite Mail migrations
    Implementation and support of cloud solutions, AWS, Google, MSO365
  • Installed and supported networks, servers, desktops, printers, laptops, mobile solutions
  • Managed backup and disaster recovery, antivirus and system patching for multiple client organizations
  • Provided Technical Project Management, implementation and oversight
System Engineer / Account Manager II, 05/2017 to 12/2017
Company Name – City, State
  • Engaged with clients to understand their strategic direction and collaborated to align technical solutions to their business initiatives
  • Provided input and recommendations to Team Lead(s) and Sales Team on direction and strategic objectives within accounts
  • Built trusting relationships with clients and facilitated consistent and regular communication between client, vendors and Innovative team members.
  • Collaborated with sales team to assist with pre-qualification of opportunities in small to mid-level accounts.
  • Analyzed, implemented, supported, and provided recommendations on cloud based solutions to clients such as Amazon Web Services, Azure, and Office 365
  • Analyzed environments and subsequently wrote assessments, gap analyses, and presentations on IT solution recommendations
  • Implemented new server and storage solutions utilizing Hyper-V, VMWare, Synology, Nimble Storage and Veaam Backup & Replication
  • Coordinated and performed additions and changes to network hardware, operating systems and attached storage devices
  • Participated in planning, design, technical review, and implementation for new network infrastructure hardware and operating systems
  • Participated in server and security audits, system backup procedures, and other recovery processes in accordance with company's disaster recovery and business continuity strategies
Infrastructure System Specialist, 12/2016 to 05/2017
Company Name – City, State
  • Provided day-to-day support and operation of Nixon Peabody's global 24 /7 messaging environment
  • Escalation point for help desk agents and ISS staff regarding issues with Nixon Peabody computing systems and network environment
  • Monitored and maintained various messaging infrastructure systems such as BES 12 Enterprise Server, Exchange 2010 DAG, CAS, HT and MBX Servers, Veritas Enterprise Vault Archiving, Proofpoint Email Protection, Mail Enable, Air Watch Mobile Management and Wild Metrix Performance Monitoring as well as work with senior engineers to ensure systems 24 /7 availability
  • Worked directly with Enterprise Infrastructure Engineer and Manager to implement and document messaging environment
  • Assisted with monitoring and enforcement of compliance to security policies that comprise Information Security Management System
  • Assisted with implementation of Nixon Peabody's Information Security Management System
  • Performed infrastructure on-call after-hours support on rotating shift basis
Senior Network Engineer / Project Manager, 12/2014 to 12/2016
Company Name – City, State
  • Provided Level 2 and Level 3 Support for problems identified with systems and network.
  • Provided escalation point for Level 1 and Level 2 Managed Services Support Engineers
  • Created and presented technical specifications for purchasing of new servers and networking equipment for clients
  • Participated in after-hours upgrades, troubleshooting, and/or on-call availability as needed
  • Performed administration duties to include server installs, System/Application installs and patch management. Provided Windows and VMWare problem determination and resolution, log analysis, etc.
  • Performed daily Active Directory and Exchange Administration utilizing PowerShell
  • Configured, tested, and maintained LAN equipment and services, including switches, routers, firewalls and VPN services
VP of Managed Services, 11/2013 to 12/2014
Company Name – City, State
  • Supervised day-to-day operations of maintaining stability of client infrastructure
  • Performed planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links
  • Analyzed and assisted in resolving end user hardware and software computer problems in timely and efficient manner
  • Facilitated quarterly business reviews for clients to provide status of network operations.
  • Provided technology analysis for current and future needs, as well as recommendations for upgrades and purchases of new technology to meet strategic business initiatives and goals
  • Effectively translated and incorporated strategic objectives into organization's technology road map.
  • Developed and maintained partnerships with product vendors to include procurement and fulfillment of client orders
  • Increased Quote to Cash Flow efficiency by 50% by utilizing ConnectWise Manage CRM to maintain client relationship data
Senior Network Engineer - Team Lead, 12/2010 to 10/2013
Company Name – City, State
  • Supervised team of Managed Services Engineers providing Proactive Maintenance for local and national clients
  • Performed day to day operations to include ticket queue assignment, reviewing service requests from clients, assisting in billing process and mentoring of junior engineers
  • Provided 24 / 7 on call support for local and national clients - Remote troubleshooting and remediation
  • Performed infrastructure migrations to include Microsoft Windows 2003 SBS to SBS 2011
  • Performed Active Directory and Exchange 2003 to 2010 migrations
  • Utilized PowerShell to perform routine tasks to include Active Directory and Exchange Administration on daily basis
  • Performed quarterly infrastructure assessments and provided client with detailed reports to improve ROI
Senior Network Engineer, 12/2008 to 11/2010
Company Name – City, State
  • Managed configurations and performed installations of networking infrastructure while working closely with Managed Services team to troubleshoot and remediate issues
  • Performed onsite monthly network assessments for small to medium size businesses in and around Rochester, NY
  • Provided pre sales technical support for sales team, site surveys, server deployments, hardware quotes and statements of work
  • Managed 10 engineers and assigned service tickets and provided help desk coverage utilizing Auto Task PSA
  • Provisioned server and workstation maintenance remotely utilizing Kaseya Managed Services
  • Preparation of new network technology strategies and implementation recommendations
Senior Network Engineer, 12/2005 to 12/2008
Company Name – City, State
  • Effectively performed all aspects of network support, monitoring, and maintenance to include operating systems, remote access procedures and communication architectures
  • Provided onsite support for Episcopal Senior Life Communities
  • Maintained and supported 6 Microsoft Windows 2003 Servers and 95 workstations with 130 end users
  • Maintained and provided on call support to large grocery retailer for their wireless internet café's 24/7
  • Assisted in presales technical support for sales team, site surveys, server deployments, hardware quotes and statements of work
  • Provided onsite monthly maintenance for small to medium size businesses in and around Rochester, NY.
  • Performed Exchange Migration for medium sized Electrical Contractor from Exchange 2000 Server to Exchange 2007 Server with 52 end users
  • Managed and maintained network infrastructure for direct OEM builder of network servers, desktop computers and notebook computers
Education
Associate of Arts: Liberal Arts / Business AdministrationMonroe Community College - City, State
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Resume Overview

School Attended

  • Monroe Community College

Job Titles Held:

  • CRM Applications Administrator
  • Systems Network Engineer
  • System Engineer / Account Manager II
  • Infrastructure System Specialist
  • Senior Network Engineer / Project Manager
  • VP of Managed Services
  • Senior Network Engineer - Team Lead
  • Senior Network Engineer

Degrees

  • Associate of Arts : Liberal Arts / Business Administration

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