Managed an Information Technology (IT) program that delivered systems management and administration, customer/user support, and application of new technology. Served as the principal advisor to the National Director on administration, providing guidance on the management and use of manpower, and physical resources, and on administrative policies, practices, and procedures regarding an IT program. - Completed multiple tasks to help transition the Salesforce Call Center from Sandbox to Production. - Handle technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. - Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. - Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies. - Operating and maintaining case management software (e.g., Summation Enterprise/Pro, Concordance legal systems, Relativity or similar systems) to review cases for an organization. - Providing support for case management software for the review, production and sharing of documents. - Proactively seek out and identify needed system changes. - Proactively gather feedback from users. - Manage system changes without interruption to the user. - Communicate system changes to the users in advance so they understand the change and how to use it prior to implementation. - Gather requirements from end users. - Modify the system to increase benefits and usability. - Manage all processes that impact / relate to Salesforce.com. - Manage new releases of SFDC and efficiently roll out new features. - Create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions. - Create custom objects when necessary.- Handle on-going customization/ alteration of Salesforce.com. - Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment. - Create new reporting capabilities and respond to ad hoc reporting requests as needed. - Provide support functions as needed for Veterinary Service Salesforce. - Completing the delivery of computer task assignments related to IT support, deployment and customer service requirements and techniques pertinent to providing assistance in IT computer projects. - Provides workstation user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems on a daily basis. - Installs, troubleshoots and updates certified Commercial-Off-the-Shelf (COTS) and customized software on workstations. Resolves workstation security issues. - Evaluating established methods and procedures in order to assist in preparing recommendations for changes in methods and practices where appropriat.