Dan Bunch
Austin,United States
Summary
Experienced and certified Solutions Engineer with a strong technical background in the SaaS, Home Improvement, Wealth Management, and Healthcare industries. Skilled in research, statistical analyses, tech onboarding, and training/demonstrations. Passionate about AI and programming automation using Python and RAG methodology. Committed to providing business leaders with insights on implementing and optimizing CRMs, integrations, and AI tools.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Business Systems Support Specialist II
West Shore Home
Austin, United States
11.2022 - Current
- Gathering requirements for, designing enhancements to, and implementing new Salesforce flow and integration automation, while providing SME knowledge to teammates.
- Supporting leadership with quick turnaround for high priority issues.
- Utilizing BA methodologies effectively within the support domain by conducting workshops on documentation best practices and requirement gathering approaches, while highlighting the significance of implementing a devOps QA process to ensure outstanding front-line support.
- Supporting various systems such as Salesforce, Formyoula, Conga, Five9 softphone, DocuSign, LEAP to Digital, Zapier, and Atlassian Jira Service Management/Confluence.
- Programming our own AI assistants using Chat Completion API to address issues for both internal and end users in a fast-paced, high-volume setting.
Product Support Specialist Tier I & II
Skience
Austin, United States
03.2021 - 11.2022
- Provided expert Tier II level customization support for our highly adaptable product, a FinTech Managed Package on Salesforce.
- Facilitated client requests and coordinated communication of SEV-1 tickets using Jira.
- Constantly improved processes and implemented changes for a highly customizable product.
- Analyzed and debugged Apex, APIs, logs, Visualforce, and JSON.
- Led regular support meetings with clients, ensuring everyone was on the same page.
- Began support ticket audit meetings internally to improve team knowledge and efficiency.
- Assisted clients with org admin and training as key partners to client success.
Product Support Specialist Tier II
Rethink
Austin, United States
02.2020 - 12.2020
- Served as a vital link between client success, support, and product teams for a Real Estate app on Salesforce.
- Delivered training and guidance to clients, fostering productive and meaningful conversations.
- Assisted users through Zendesk tickets on various issues, including data hygiene, management, flows, and custom settings for the managed package.
- Held records for Customer Satisfaction, first response, and resolution times.
Tier II IT Support Technician/IT Assistant Manager
WorkSTEPS
Austin, United States
10.2018 - 02.2020
- Tier II IT Helpdesk, Sr. Team member for ~100 users in remote locations, including internationally.
- Innovated daily with the team to come up with long-term solutions for our colleagues using Salesforce, RingCentral, and setting up a Virtual network/virtual machines.
- Worked on system administration, project management with Jira, repaired machines, created a helpdesk ticketing system, and continued to play an integral part in the foundation and operations of a new department's startup.
Salesforce Administrator
WorkSTEPS
Austin, United States
07.2018 - 02.2020
- Was one of three people who spearheaded the Salesforce Implementation at this company.
- Took the role of Salesforce Administrator for three locations, a call center, and remote employees internationally.
- Took a creative focus on educating users with super efficient pages, flows, apps, and integrations.
- Gave all users instant Helpdesk access and created clients community portals for clients.
- Oversaw development projects to our website, client portal, and Salesforce org.
Onboarding Coordinator
WorkSTEPS
Austin, United States
02.2018 - 02.2020
- Started Day 1 managing IT, oversaw development projects and homegrown app development.
- Assisted with auditing medical reports, scheduling employment exams and coordinating with provider teams nationally.
London Operations Manager
The Littleton Group
Austin, United States
12.2016 - 01.2018
- Worked directly with TPA clients in London to manage their new trucking and cargo insurance lines.
- Spearheaded implementation and change management for ClaimPilot software.
- Managed claims operations in-office and remotely for 20+ adjusters.
- Trained, mentored, and assisted these adjusters with daily tasks and reporting as well.
- I managed and reported KPIs, produced and managed bordereau with a book of TPA accounts.
- Printed and processed all claim checks for the department.
- Assisted the IT department when needed with system admin, RingCentral admin, hardware and server setup.
Office Manager
Cece's Veggie Co.
Austin, United States
09.2016 - 12.2016
- Assisted daily tasks across Operations, Sales, Marketing, and Finance departments, using Quickbooks and Google Suite.
- Created HR and training materials and developed an onboarding process for all employees.
- Processed payroll and introduced a bio scanner system.
Vetted services and vendors, handling everything from trucking decals to machinery procurement. - Extensively documented SOPs, giving us the material we needed to pass our first audit.
- Supported cross-departmental functions, contributing to overall startup growth and success.
Escrow Analyst
Seneca Mortgage Servicing LLC
Elma, New York
12.2015 - 08.2016
- Began by auditing thousands of lines of insurance within the Escrow department and quickly became a key player during the transition to new documentation and internal systems.
- Conducted detailed audits of insurance documents, ensuring accuracy and compliance.
- Demonstrated and exemplified extreme attention to detail, rapid mathematical calculations, leadership, project management, FTP protocols, and MSP; all while training my coworkers as well.
- Assisted the IT team with the implementation of new documentation systems.
- Collaborated closely with the tax team on escrow processes.
- Promoted to Insurance Team Manager, though declined due to relocation plans to Texas; the position was offered regardless.
- Known for exceptional productivity, often referred to as "the machine" due to output twice that of colleagues.
Assistant Manager & Consultant
Total Tan
Buffalo, New York
04.2014 - 03.2016
- Progressed from a Salon Tanning Consultant/Sales Team Member to Assistant Manager, eventually overseeing sales improvement at multiple locations.
- Led a team to consistently exceed monthly sales goals, earning several awards.
- Hired and trained all new staff members, ensuring a high standard of service and performance.
- Processed payroll through ADP and utilized social media and event planning to market locations.
- Played a key role in all aspects of salon operations, from deep cleaning to signage.
Lead Cashier
Hot Topic
Buffalo, New York
10.2012 - 04.2013
- Joined the team part-time for the holiday season, driven by a passion for the company's culture which made selling easy!
- Engaged in customer transactions with suggestive selling techniques.
- Maintained store cleanliness, even tackling tasks like cleaning dust in the rafters.
- Assisted with cash counting, banking, fulfilling manager requests, and managing store backstock.
Education
Bachelor's degree - Psychology
State University of New York College at Buffalo
01.2015
Lightning Experience -
Trailhead by Salesforce
Skills
- Change Management
- Energetic Leadership
- Salesforce Admin, Config, Support, Development
- Project Management
- Creative Problem Solving
Websites
Certification
- Salesforce Certified AI Associate
- Salesforce Certified Administrator (SCA)
Personal Information
Title: Salesforce Admin & AI Certified ️️ | Business Systems Support Specialist
Languages
- American Sign Language (Full Professional)
- Spanish (Limited Working)
Awards
- Employee of the Month Sales Award
- Top 20 CX Service Provider
- Rising Star Designation
- Skience Spot Award - July 2021
Timeline
Business Systems Support Specialist II
West Shore Home
11.2022 - Current
Product Support Specialist Tier I & II
Skience
03.2021 - 11.2022
Product Support Specialist Tier II
Rethink
02.2020 - 12.2020
Tier II IT Support Technician/IT Assistant Manager
WorkSTEPS
10.2018 - 02.2020
Salesforce Administrator
WorkSTEPS
07.2018 - 02.2020
Onboarding Coordinator
WorkSTEPS
02.2018 - 02.2020
London Operations Manager
The Littleton Group
12.2016 - 01.2018
Office Manager
Cece's Veggie Co.
09.2016 - 12.2016
Escrow Analyst
Seneca Mortgage Servicing LLC
12.2015 - 08.2016
Assistant Manager & Consultant
Total Tan
04.2014 - 03.2016
Lead Cashier
Hot Topic
10.2012 - 04.2013
Bachelor's degree - Psychology
State University of New York College at Buffalo
Lightning Experience -
Trailhead by Salesforce