Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
DONATUS BESONGNGEM

DONATUS BESONGNGEM

Lithia Springs,GA

Summary

Salesforce certified administrator with expertise in service cloud and manufacturing cloud. Skilled in troubleshooting implementations, gathering business requirements, and configuring applications to enhance user experience. Strong focus on customer satisfaction and detail-oriented approach, complemented by effective communication and teamwork capabilities.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Salesforce Administrator

PNC BANK
04.2023 - Current
  • Collaborated within agile team of five admins and four developers to support over 600 loan operations users.
  • Configured Salesforce security settings, managing profiles, users, licenses, and permission sets.
  • Administered custom objects, applications, fields, validation rules, and automated processes using process builders.
  • Developed tailored loan process paths to enhance user focus on relevant delivery stages.
  • Customized list views, lightning record pages, and report types to improve user experience.
  • Created targeted reports and dashboards to track productivity across various teams.
  • Utilized DataLoader and workbench for efficient data import/export in Salesforce.
  • Produced knowledge transfer videos and comprehensive training documentation for end-users.

Salesforce Service Cloud Administrator

Q2 SOLUTIONS
11.2022 - 04.2023
  • Configured and customized Salesforce Service Cloud to optimize case management for partner clients.
  • Implemented Omni-Channel feature, overseeing onboarding of call center agents and setup of Omni-Supervisor.
  • Collaborated on system configuration, third-party integrations, and validated change sets for deployment.
  • Delivered customized reports and dashboards for various client projects.
  • Performed troubleshooting in Salesforce and ServiceNow to resolve user incident tickets.
  • Managed email-to-case and case assignment rules to streamline operations.

Production Control Administrator

POPULUS GROUP LLC
03.2020 - 11.2022
  • Ensured alignment of job setup and release with scheduled shipping plans through administrative support for production operations.
  • Monitored monthly production output to identify issues with delivery, quality, margins, inventory, and productivity.
  • Collaborated in implementing a change control system for managing customer change orders within production travelers.
  • Assisted management in assessing capital and human resources to fulfill production demands.
  • Trained on MRP systems and Manufacturing Cloud ERP software, including Rootstock.

Education

Master of Science (M.Sc.) - International Relations And Business

University of Yaoundé II

Bachelor of Science (B.Sc.) - Politics And Business Administration

University of Buea

Skills

  • Salesforce Classic and Lightning
  • Sales and service cloud solutions
  • Incident management
  • Third-party integrations
  • Process automation
  • Project management
  • Data management
  • Security and compliance
  • Quality analysis
  • Technical support
  • Fannie Mae and DU expertise
  • Microsoft Excel proficiency
  • Okta and MFA implementation
  • Jira and Confluence collaboration tools
  • ServiceNow utilization
  • Rootstock ERP knowledge

Certification

Salesforce Certified Administrator

Timeline

Salesforce Administrator

PNC BANK
04.2023 - Current

Salesforce Service Cloud Administrator

Q2 SOLUTIONS
11.2022 - 04.2023

Production Control Administrator

POPULUS GROUP LLC
03.2020 - 11.2022

Master of Science (M.Sc.) - International Relations And Business

University of Yaoundé II

Bachelor of Science (B.Sc.) - Politics And Business Administration

University of Buea

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