Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary
Professional adept at building consensus among staff and creating an involved workforce. Fosters an environment of teamwork and continued growth and development across all functions.
  • Strong project management skills to handle complex projects simultaneously
  • Change management
  • Ability to thrive in a fast-paced environment while multi-tasking
Work History
11/2013 to Current Senior Salesforce Marketing Cloud Support Analyst F2 Systems, Llc | Oceanside, CA,
  • Lead Premium Support Latin American team to ensure prompt and complete resolution of technical challenges of the Marketing Cloud application for international clients.
  • Manage highly visible, global and strategic customer cases and ensure 100% customer satisfaction.
  • Support specialties in Salesforce Marketing Cloud data management, scripting languages, API, and Mobile application.
  • Organized and led  monthly/Quarterly new ERGs (Latinoforce and Women Network) Becoming Salesforce ERG orientation as Employee Resource Group (ERG) ambassador.
  • Served as company representative at IPS Schools and University (Partner with Futureforce) to promote company objectives.
  • Collaborate, consult, and partner with ERG leaders to organize ERG events.

11/2013 to 07/2016 Salesforce, Premium Support Analyst Salesforce | City, STATE,
  • Defined action plans and follow through with complete documentation to case closure.
  • Client facing role working with Salesforce's premier clients to consult, design and support solutions for the Salesforce Marketing Cloud.
  • Created SQL queries for the purpose of troubleshooting, gathering information and/or reporting.

10/2012 to 10/2013 Advance Support Analyst Exact Target | City, STATE,
  • Worked on multiple client engagements and with associated internal teams.
  • Provided technical support on various aspects of Marketing CRM product based on the customer's business requirements.
  • Support ET email application, IMH, setting up Google Analytics strings, SOAP API calls, AMPscript code support, HTML rendering cases, programs, groups and scheduling.

03/2011 to 06/2012 AX Senior Consultant BKD, LLC Customized Microsoft Dynamics AX | City, STATE,
  • ERP Enterprise Resource Planning) software solution for key industries-manufacturing, finance, distribution, retail, services, and the public sector.
  • Configured and customized forms, reports and interface for Microsoft Dynamics AX Worked on Microsoft Dynamics AX (Dynamics AX 4.0, 2009, 2012) for development and implementation for industrial units Maintained testing, debug program modules Inspected functionality of applications ensuring they met client requests.

2007 to 02/2011 IVR Programmer Analyst Sallie Mae | City, STATE,
  • Tracked production issues with the IVR ( Interactive Voice Response) , researched solutions and coordinates the remediation of deficiencies for production issues Responded to incidents escalated from the customer service team that involved troubleshooting the applications due to an interruption in service or application unavailability Created and executed implementation plans for new processes.
  • Responsible for running global migration software releases in coordination with the web team and other IT divisions in the company Analyzed best approach to solving systems problems
  • Organized and participate in a diversity committee to promote diversity at the company.

03/2004 to 2007 Help Desk Specialist Calderon Textiles, Inc | , ,
  • Installed new software releases, system upgrades, and resolved software related problems on workstations and servers.
  • First level customer service support.
  • Documented software and hardware systems upgrades.
  • Supported and maintained users account information including rights, security and systems groups.
  • Wrote access control policies.
  • Provided employee education

Bilingual (Fluent Spanish/English
Expected in 05/2004 A.A.S. Degree | Computer Information Systems Ivy Tech State College, Indianapolis, IN GPA:

Expected in 12/2006 B.S. Degree | Computer Information Technology Purdue School of Engineering and Technology, Indianapolis, IN GPA:
Computer Information Technology

Expected in 2012 Bachelor of Science | abc, , GPA:

Expected in 2012 Bachelor of Arts | ccc, , GPA:

Expected in 2014 Bachelor of Arts | ddd, , GPA:
  • Training:
    [abc][Describe accomplishment 2]
Additional Information

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School Attended

  • Ivy Tech State College
  • Purdue School of Engineering and Technology
  • abc
  • ccc
  • ddd

Job Titles Held:

  • Senior Salesforce Marketing Cloud Support Analyst
  • Salesforce, Premium Support Analyst
  • Advance Support Analyst
  • AX Senior Consultant
  • IVR Programmer Analyst
  • Help Desk Specialist


  • A.A.S. Degree
  • B.S. Degree
  • Bachelor of Science
  • Bachelor of Arts
  • Bachelor of Arts

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