Jim Watkins
Miamisburg,OH
Summary
Results-oriented Salesforce Administrator with a proven history of enhancing system performance at the United States Department of Veterans Affairs. Expertise in Salesforce configuration and report design, coupled with strong analytical and problem-solving abilities that foster effective cross-team collaboration. Aiming to leverage technical skills to further improve user experience and drive organizational success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Salesforce Administrator/Business Analyst
United States of Veteran Affairs
Dayton, USA
08.2020 - Current
- Provide Tier 1, Tier 2 and Tier 3 Support for the entire VA across 40 different Salesforce Applications
- Support incoming cases from Nurses and Doctors with issues they may have with the applications
- Weekly average case count is 2,500 cases per week with an average turn around time of 30mins per case
- Support ongoing customization efforts for 25 different Salesforce Applications
- Developed various Custom Objects, Tabs, Entity-Relationship data models, validation rules on the objects, tabs, Components and Custom links
- Routinely create new reports and dashboards for different Business areas
- Responsible for user provisioning and user access security
- Utilize Flosum to migrate changes from sandboxes to UAT environments and into Production
- Perform daily Dataload updates, inserts and upserts into different Objects
- Well versed in SOQL in performing special reporting to Leadership
- Responsible for Incident Management duties for anytime we have any type of outage within the VA
- This is a complete MIM (Major Incident Management) process
- Have created many different Process Flows to meet the requirements of the business
- Experience in creating Roles, Profiles, Email Templates, Page Layouts, Workflows, Workflow Actions and Approval Process
- Experience in creating detailed process documentation and deployment process on issues for future follow ups
- Excellent Leadership and Interpersonal skills
- Team player with ability to work effectively with all levels of organization and individually as well
Salesforce Administrator/Business Analyst
VineBrook Homes
Huber Heights, USA
06.2018 - 07.2020
- Create and onboard new users to the platform
- Maintained the Salesforce training environment
- Created custom objects and fields
- Maintained page layouts and lightning app pages
- Assisted the analytics effort by building custom reports and dashboards
- Escalated tickets in the Salesforce helpdesk queue
- Expanded Salesforce skillset by learning from the other team members in addition to continued use of Trailhead
- Assisted in the UAT of enhancements and fixes in preparation for release
- Followed best practices in documenting new/and existing functionality
- Assisted with other Administrator tasks as required
- Upgrade and configure Salesforce platform for company-specific processes
- Ensure optimal performance of Salesforce systems and products
- Create and maintain fields, views, campaigns and other salesforce.com apps and functions
- Ability to train users of all abilities on how to use Salesforce proficiently and provide user support
- Facilitate and develop training materials on Salesforce usage
- Led a team of 10 Salesforce offshore Salesforce Developers with the redesign of VineBrooks Salesforce CRM tool
- Automated the Retention process from a complete 100% manual process to a fully system integrated process which allowed our purchased properties to grow from 4,200 in 2020 to just over 14,000 in 2023
- This required an integration with Yardi as our main platform for screening rental applicants and accepting rent payments online
- Acted as the liaison between our user base and our Business Analyst/Salesforce Developers to help better understand the identified GAPS between their current process and a future state that would allow Maintenance Technicians and our Inspectors to best utilize our custom-built Work Order object and Underwriting Objects in Salesforce
- Integrated with DocuSign directly into Salesforce to allow Residents to sign their new lease agreements
- Worked on the Marketing Cloud to create new journeys that would notify residents of upcoming lease renewals
- Responsible for creating Jira stories and following thru with regression testing from start to rollout
- Responsible for Quality Assurance of each module developed and rolled into production
- Create test plans and use cases for Salesforce using Jira
- Hired two full time Web Developers to assist with the building of our new 'Rent Café' web site which allows Residents to decide if they would like to renew their lease, go month-to-month or end their lease at the time their lease expires
- Automated our Case record type to systematically assign to the correct Assignment Group based on the Type and Issue chosen from the main VineBrook web portal
Lead Salesforce Administrator
Trimble Inc
Huber Heights, USA
02.2004 - 05.2018
- Administers overall setup, configuration and maintenance of the Salesforce.com platform for the various divisions
- Implemented Pick Lists, Dependent Pick List, Lookup, Validation Rules and Formula Fields to custom Objects
- Designed, developed, deployed page layouts, components, custom objects
- Work with custom workflow, notifications, approval processes, and Lightning Process Builder
- Develop reports and dashboards for various teams and departments throughout the organization
- Guide them with self-service report writing and dashboard maintenance
- Responsible for defining roles, profiles and permission sets
- Participates in cross-functional agile team that address strategic business issues involving CRM
- Responsible for the creation of 45 different custom page layouts
- Participates in monthly development sprint including design documentation and testing
- Meet regularly with interdepartmental work group to monitor and evaluate the portal, discuss policy
- Initiated cross-training with other departments to improve workflow and streamline project completion
- Successfully transitioned 14 different Business Areas from Salesforce Classic to Lightning
- Perform mass uploads and updates of data as required; Removed unnecessary fields and data; ensuring screens, fields and workflow have accurate names and reflect current workflow
- Maintain security including sharing rules and security levels
- Documented company-wide processes and workflows
- Communicate regularly with user base regarding new features, enhancements, and changes to SFDC
- Support a user base of 2,249 users with SF accounts
Education
BA - Business Administration
Southern Vermont College
07.1996
Skills
- Salesforce system configuration
- Skilled in developing tailored objects
- Data lifecycle management
- User account management
- Report design
- Interactive dashboard design
- Incident response management
- SOQL database querying
- End-user training
- Analytical problem solving
- Strong verbal communication
- Government-focused cloud infrastructure
Certification
- Certified Salesforce Administrator
- Six Sigma Green Belt
- PMP
- Secret Clearance
- TS/SCI
Personal Information
Work Permit: Authorized to work in the US for any employer
Military Service
US Navy, E-5, 06/01/89, 06/30/96, First duty assignment was with a Fighter Squadron, VF-143 'World Famous Pukin Dogs' in Virginia Beach. We were attached to the USS Dwight D. Eisenhower (CVN-69)., Did two 6 month Med-Cruises onboard the 'IKE' during Operation Desert Shield and Desert Storm., From 1993-1996 I was stationed in the Pentagon working for the Defense Intelligence Agency/Joint Chiefs of Staff under Admiral David Jeremiah and General John Shalikashvili., While working in the Pentagon, I held a TS/SCI Security clearance., Education Note: During my days onboard the 'IKE' I was able to 'Clep' out of a lot of my core classes and eventually obtain my Associate's Degree. Then while stationed in the Pentagon, I took the initiative to take online classes from Southern Vermont College where I then obtained my BA in Computer Science.
Timeline
Salesforce Administrator/Business Analyst
United States of Veteran Affairs
08.2020 - Current
Salesforce Administrator/Business Analyst
VineBrook Homes
06.2018 - 07.2020
Lead Salesforce Administrator
Trimble Inc
02.2004 - 05.2018
BA - Business Administration
Southern Vermont College
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