Candidates About

                 Samuel Johnson                                                                                                              

Education

    DMACC(Des Moines Area Community College)                     Des Moines, IA                    2009 - 2011

        -ITNA Major (Information Technology Network Admin)

        -CCNA cert studies in progress

    New Horizons Computer Learning Company,                          Hiawatha, IA                       2007

        -A+ knowledge

        -Net+ knowledge

        -MCDST  knowledge

    Kirkwood Community College,                                                    Cedar Rapids, IA 2001

       -PC Technician Major

Certifictations

        -Salesforce Administrator ADM 201                                                                     Jan - 2013

      -Salesforce Advanced Administrator ADM 211                                        Sep - 2013

       -Salesforce Developer DEV401                                                                Jan - 2014

Technical Work Experience:

DiversyFund: Salesforce/Pardot Admin                                           08/17 – 11/17

Being the Salesforce admin on this contract assignment I was tasked with building out their salesforce instance.  Along with Salesforce customization also making sure the connections between Salesforce and Pardot was set up correctly. 

I also assisted with giving the marketing team a walk through of Pardot and the functionality so marketing could start using Pardot as there marketing automation tool.

Some of the responsibilities and projects that I have accomplished and worked on are…

·         Automation rules using Salesforce process builder

·         Uploading data using excel

·         Custom object and fields

·         Building out reports and dashboards for Executives, and Sales

·         Pardot connection to Salesforce

CBE Companies: Salesforce Admin                                                 7/14 - 08/17

To create a seamless bridge between marketing and sales division for both LocateSmarter and CBE sides of the business to eliminate lost opportunity with potential to provide revenue for the companies.

As Salesforce administrator at CBE I was a very influence participant working with senior management for effective solutions that will provided better insight in making business decisions.

Some of the responsibilities and projects that I have accomplished are...

●     Solo Admin for two separate instances

●     Built out new instance from scratch

●     Moved records from one instance to another

●     Handle all configuration and customization of SFDC on both instances

●     Built Reports and dashboard

●     Implemented internal case management for feature enhancement and need

●     On boarding new department into salesforce

●     Designed and built automation rules and programs for ease use of the system

Cognizant Technology Solutions:  Senior Process Executive            11/12 – 7/14

My role at Cognizant entailed assisting Salesforce customer with solving any issue that they were facing, which ranged from password resets all the way up to workflow rules, and formulas that were not operating as intended or expected.

Triage Rep 11/12 – 8/13

●     Triage rep & Frontline rep

●     Answer all incoming calls for support request for SFDC issues, average about

●     20-30 calls per day

●     Create and sometimes dispatch cases to Tier 1/Tier 2 reps

●     I have also assisted with taking over the queue management when another queue manager is out to lunch

Frontline Rep Tier1/Tier2 8/13 /14

●     Resolve cases and provide clients with the solution to their inquire in a timely manner

●     Support Agent

●     Create or troubleshoot anything from new custom fields to complex workflow,validation rules, and also

●     creating reports and dashboards

ADP: Benefits Solution Center Representative                                   10/08 – 11/12

All of my day at ADP consisted of inbounding customer phone calls with requests and needs geared around there FSA, COBRA, Commuter benefits as well as open enrolling employees for the new benefits or benefits that will start during there next fiscal year.

My responsibilities and achievements consisted of...

●     Answering all incoming calls regarding COBRA and FSA benefits, with an average between 30-65 calls per day.

●     Assist with COBRA and FSA related issue such as billing, webpage login, claims, to how the benefits work for 14,000 plus companies ADP has standing contracts

●     Achieving call times on an average of 6 minutes and below with a first contact resolution percentage of 90%. Only 10% of the calls being sent on for further assistance from Tier II

●     Successfully utilizing multiple company proprietary applications running simultaneously. Using clarify application for all incoming call case noting and dispatching case to upper level Tier II.

●     Assisted in the remodeling and structure of the COBRA knowledge base with other cobra experts by conference calls on a weekly bases for 4 months.

●     Helped train and coach new COBRA and FSA customer service representatives on all of the programs,  policies and expectations from the call requirements to the day to day operations that ADP has

Wells Fargo: Contract position with AJASA Technologies

   Technology Connection Specialist                                                       6/08 – 10/08

●     Incoming calls for computer support regarding password reset primarily but the occasional break-fix troubleshooting in windows XP printers, internet and hardware or peripherals if needed.

●     Utilized multi-tasking on a daily basis between various company tools and applications to get the employees back into their programs.

●     Internal support on all proprietary company applications from banking personal to executives.

Mediacom:  Contract position with RHI

   Tier 1 Tech support                                                                                  2/08 – 5/08  

●     Internet connectivity issue resolution for Mediacom customers with investigative questions to come up with a plan to fixing the problem.

●     Windows XP and 98 internet explorer 5 and 6.  Network adapter configurations troubleshooting and resolving issues to restore internet service

●     Modem hard reset after verifying the MAC address from the modem if needed remotely via company software

●     Determined if a house call by a service tech needed to be made and scheduled from a line repair to modem replacement.

Other Work Experience

Isle of Capri Casino                  8/07 – 1/08               Riverside casino            8/06 – 11/06                         Level II cook                                                                               Buffet chef, level III 

               -cook all foods for buffet                                Fine dinning chef, Level I

 Dostal’s Catering                     4/07 – 8/07               Mr. Beans                   6/06 – 10/06

         Prepare food in large quantity                                morning prep                                                    Olive Garden,   12/06 – 3/07                                     Winifred’s restaurant  5/05 – 6/06

        Production Chef                                                      sauté            chef    

              -Sauce, veggie prep                                        Winifred’s catering    3/05 – 5/05

Other skills:

I have work with computer for about 6 years, also help friends fix and repair there pc to make it run for efficiently be it either a hardware issue or software. Currently utilize Windows 7 Professional and Home premium and current household laptops.  I have worked a little bit with Fedora (Linux)OS. Have use OS from 98 – 7.