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
Ability to thrive in a fast-paced environment while multi-tasking
Bilingual (Fluent Spanish/English
Senior Salesforce Marketing Cloud Support Analyst, 12/2013 to Current Salesforce – Indianapolis, IN
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.
Salesforce, Premium Support Analyst, 12/2013 to 08/2016 Salesforce – Indianapolism, IN
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.
Advance Support Analyst, 11/2012 to 11/2013 Exact Target – Indianapolis, IN
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.
AX Senior Consultant, 04/2011 to 07/2012 BKD, LLC Customized Microsoft Dynamics AX – Indianapolis, IN
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.
IVR Programmer Analyst, 01/2007 to 03/2011 Sallie Mae – Fishers, IN
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.
Help Desk Specialist, 04/2004 to 01/2007 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
A.A.S. Degree: Computer Information Systems, 05/2004 Ivy Tech State College - Indianapolis, IN
B.S. Degree: Computer Information Technology, 12/2006 Purdue School of Engineering and Technology - Indianapolis, IN Computer Information Technology
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Companies Worked For:
BKD, LLC Customized Microsoft Dynamics AX
Calderon Textiles, Inc
Ivy Tech State College
Purdue School of Engineering and Technology
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 : Computer Information Systems , 05/2004 B.S. Degree : Computer Information Technology , 12/2006 Bachelor of Science : 2012 Bachelor of Arts : 2012 Bachelor of Arts : 2014
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