Hi, I’m
Erin Shannon
Application Support
San Jose,CA
Summary
Served has a single on-call for handling incidents. Engaged several internal and external resources for finding root cause and expedite system recovery. Completed root cause analysis and knowledge base. Reduced turn around time, system downtime. Application support professional with strong foundation in technical troubleshooting and system optimization. Known for delivering high-quality support and resolving complex software issues efficiently. Collaborative team player with keen focus on achieving results and adapting to changing requirements. Skilled in problem-solving and effective communication.
Overview
12
years of professional experience
1
Certificate
Work History
Exact Sciences/Genomic Health
Sr. Salesforce Admin and Incident Leader
06.2014 - 04.2025
Job overview
- As a Business Data Analyst, I successfully completed a large complex data migration project from Microsoft Dynamics 365 to Salesforce.com.
- As a Lead Salesforce Administrator, I developed the company incident policies and procedures for production support. I managed and trained several co-workers on Salesforce.com and lead efforts to implement Salesforce. Created the entire security model for 700 employees, installed Conga Composer, Case Merge Premium, DocuSign for Salesforce, DupeBlocker, Experience Ordering Portal, Okta IDP, Informatica for Salesforce, Tableau CRM and fully customized Territory Management Suite.
- I mentored and trained 5 junior admins to learn and manage day to day operations.
- I created a complete onboarding system using ServiceNow in order to facilitate SOX compliance, Incident Management, and general service requests like: Territory Management re-alignment, Report and Dashboards, Mass Data Updates and Configuration requests.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making. I utilized Microsoft SQL to export Salesforce Data and do large data analysis. Used SSII connector to do mass data changes to production and sandbox environments. Worked on other database tools like PGAdmin and DataBricks.
- Assist Scrum team to develop code deployment tools using ANT and Gitlab
- Managed Agile User Stories using Microsoft TFS and JIRA.
- Managed monthly code release
- Evaluated customer needs and feedback to drive product and service improvements.
Non-Profit Organizations
Volunteer
10.2013 - Current
Job overview
- Assisted with special events and programs.
- Mentored new volunteers, fostering a supportive and inclusive team environment.
- Represented organization positively and professionally while providing community with much-needed services.
- Cultivated strong network of providers delivering necessary assistance to church community.
Education
University of PhoenixSan Jose, CA
Bachelor of Science from Computer Science
01.2005
Skills
- Salesforce Administration
- SQL/DemandTools/Data Loader - Data Management
- ServiceNow - Onboarding, Request and Incident Management
- Relationship building, Mentoring, Training and Conflict resolution
Certification
Salesforce Certified Administrator, Received in the past
Timeline
Sr. Salesforce Admin and Incident Leader
Exact Sciences/Genomic Health
06.2014 - 04.2025
Volunteer
Non-Profit Organizations
10.2013 - Current
University of Phoenix
Bachelor of Science from Computer Science
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