Andrea Luna
Chino Hills,CA
Summary
Skilled Application Support Analyst keen to take ownership of post-release customer satisfaction and technical stability. Comfortable working at multiple scales of support management. Versed in both desktop and mobile platforms. Committed to providing superlative customer care via one-on-one service interactions and large-scale support policy management.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Application Support Specialist
CIM Group, LP.
Los Angeles
10.2022 - Current
- Tier 1 Support with experience in managing and supporting a variety of applications, including: Salesforce, Yardi, Nexus, Tenrox, DocuSign, Certify, Chatham, and HubSpot
- Skilled in facilitating smooth onboarding processes, reconciling billing discrepancies, managing access, and creating reports and dashboards to provide actionable insights
- Identifying and implementing process improvements to streamline workflows
- Ensuring data integrity through regular audits and managing data deduplication
- Works closely with cross-functional teams to address complex issues, conducting user training sessions and creating comprehensive user guides/SOPs
- Skilled in ticket triaging and prioritization.
Salesforce Administrator
Soo-Nia Beauty Care Studio
La Mirada
11.2021 - 10.2022
- Salesforce Administrator for Salesforce Lightning
- Creation and customization of Reports and Dashboards to meet organizational needs
- Implementation of Sharing Rules and Security settings, creation of Record Types, custom objects and fields, and Validation Rules
- Data migration using Data Loader and Import Wizard
- Creation and customization of Salesforce automation including Approval Processes, Workflow, Process Builder, and Flows
- Customizing of email templates per organizational needs.
Account Coordinator
MBI Media
Covina
01.2018 - 04.2020
- Performed data quality management, data migration and analysis
- De-duplication and data clean up
- Cross-team communication with Executive and Operations teams, and end users
- Performed outreach to generate qualified leads for marketing purposes.
Education
Bachelor of the Arts in Communication Studies -
California Baptist University
01.2019
Skills
- Word
- Excel
- PowerPoint
- Outlook
- DocuSign
- Certify
- Tenrox
- Chatham
- VTS
- Groove
- ServiceNow
- Workday
- Yardi
- Nexus
- Salesforce
- Power BI
- SQL
- Research and analytical skills
- Self management
- Attention to detail
- Data analytics documentation
Certification
Salesforce Administrator Certified, 10/2023
References
References available upon request.
Timeline
Application Support Specialist
CIM Group, LP.
10.2022 - Current
Salesforce Administrator
Soo-Nia Beauty Care Studio
11.2021 - 10.2022
Account Coordinator
MBI Media
01.2018 - 04.2020
Bachelor of the Arts in Communication Studies -
California Baptist University