John Harper
Syracuse,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Business Analyst
AmeriCU Credit Union
05.2022 - 03.2024
- Administer and support Salesforce Financial Services Cloud and integrated solutions
- Provide continuous end-user support identifying, defining, and analyzing reported problems and opportunities
- Consult with users to identify current operating procedures, clarify program objectives, specific program problems and input/output requirements
- Prepare technical documentation describing what needs to be done and how it is to be done
- Reduced manual workload by automating routine tasks using Process Builder and Workflow Rules.
- Evaluate user requests for new or modified programs, and assist in their development, testing, document and implementation
- Consult with users to clarify program objectives in order to meet the user’s requirements
- Serve as point of contact between Business and 3rd party vendors, providing programming specifications, requirements, timelines, and testing results
- Works closely with Credit Union Business Units implementing and supporting new programs, changing existing programs, implementing system software integrations
- Optimized lead generation efforts, integrating marketing automation tools within the Salesforce platform.
- Resolve reported problems having significant impact on Business Units utilizing standard and prescribed corrective measures.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed custom reports and dashboards to provide actionable insights for executive decision-making processes.
- Transformed customer service experience by designing tailored case management workflows that expedited issue resolution times.
Salesforce Administrator
Alta Equipment Corporation
03.2018 - 10.2021
- Administration and configuration of Sales and Service Cloud Organizations.
- Maintain and customize Salesforce.com scopes such as users, accounts, contacts, record types, custom objects, pick lists and page layout customization to support vital business functions
- Resolved technical issues promptly and effectively, providing exceptional support to Salesforce users across the organization.
- Configure page layouts, workflows, e-mail templates, record types and data fields
- Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
- Implemented effective backup strategies to ensure data protection in case of unforeseen disasters or failures.
- Maintain System Security and Integrity through recommended security best practices including User Authentication, Roles, Profiles, and Sharing Rules
- Boosted user adoption rates by developing comprehensive training materials and conducting personalized training sessions for endusers.
- Customized user interfaces according to specific departmental needs while maintaining a consistent overall experience across the platform.
- Perform data imports and exports utilizing Data Import Wizard and Data Loader tools
- Reduced manual workload for sales team members with the creation of time-saving automated processes.
- Develop reports, dashboards, and processes to continuously monitor and ensure data quality utilizing duplicate records workflows and rules
- Administer ServiceMax installed package software solution utilized by remote Service personnel
- Serve as primary point of contact for customers, vendors, and stakeholders
- Manage delivery of and perform Quality Assurance testing on software releases and upgrades
- Create and maintain policies and procedures documentation
- Perform testing of new features, system changes, and version releases related to business needs.
Project Manager
Innovative Interfaces
10.2016 - 03.2018
- Served as Project Manager for multiple software implementations at public, academic, and specialty libraries
- Tracked all project related processes and milestones affecting project schedule ensuring project remains on schedule
- Coordinated and managed all activities of project team and available resources
- Established, tracked, and maintained project schedules
- Actively managed issues, risks, and escalations for assigned projects
- Served as primary point of contact for customers, vendors, and stakeholders
- Created project status reports for customers and company management
- Ensured on-time delivery on all contract deliverables of project
- Served as member of Quality Assurance team reviewing customer surveyed data related to software implementations used to drive continuous improvement for the implementation process.
Business Analyst
Agway Energy Services (Consultant)
08.2015 - 07.2016
- Conducted business requirements gathering sessions with users related to hosted Customer Service System solution
- Created Business Requirements and Detailed Functional Specification documents
- Reviewed, analyzed, and evaluated requirements, and proposed solutions for application customization requests from stakeholder and user groups
- Developed and executed Test Plans and Cases tracking defects and documenting results
- Researched and identified discrepancies between business processing needs and the capabilities of software products
- Developed and maintained customer requested reports using Microsoft SQL Server Reporting Services
- Analyzed and resolved reported software system problems, designing and documenting system and resolution procedures
- Identified discrepancies between business processing needs and capabilities of software products.
CRM Analyst
United States Golf Association (Consultant)
05.2015 - 08.2015
- Configured and customized Microsoft Dynamics CRM System including forms, workflows, dashboards, and events
- Ensured system and data security and integrity utilizing Microsoft Dynamics CRM best practices
- Developed reports utilizing Microsoft SQL Server Reporting Services
- Monitored system ensuring peak performance, space utilization, corruption, and system performance
- Created SQL queries for use in identifying and troubleshooting system and database issues
- Tracked reported system issues and trouble calls using Cases in Microsoft Dynamics CRM.
CRM Technical Analyst
Concentrix Inc. (Consultant)
10.2014 - 04.2015
- Led requirements gathering sessions with clients translating to system requirements documents used in the planning and deployment of company software at client sites
- Planned, scheduled, and implemented customer installations of company Healthcare Clinical and Billing software product along with related database and system configurations
- Configured and customized Microsoft Dynamics CRM based Healthcare software package utilizing Solutions for patch and upgrade releases of software
- Provided Tier II Level support to customer base tracking customer reported problems as cases in Microsoft Dynamics CRM system
- Created user and technical documentation and knowledge base articles related to the operation and support of software products.
Business Analyst-CRM Systems
Cadaret & Grant
02.2012 - 10.2014
- Administration of Microsoft Dynamics CRM System utilizing Microsoft best practices
- Monitor CRM system operation and maintenance to ensure optimum system performance and availability
- Lead Analyst for migrations of MS Dynamics CRM 4.0 to 2011, and 2011 to 2013 following Microsoft best practices, including planning, user requirements gathering, system testing, and production implementation
- Installed, configured, and administered Salesforce.com enterprise edition for firm's Recruiting Department
- Created and supported workflow processes for end users use in daily business operations in Microsoft Dynamics and Salesforce CRM systems
- Conducted Salesforce training sessions for internal and external users
- Performed data import and export processes utilizing Data Loader tool
- Developed in-depth dashboards and reports to meet business requirements.
Technical Analyst
National Grid (Consultant)
09.2010 - 09.2011
- Member of project team converting 250,000 natural gas users into current Customer Service System
- Managed and maintained project support Workbench tool written in Access/Visual Basic used to track source code changes, task status, task assignment, and task completion aspects of project
- Analyzed and addressed trouble tickets reported from project members through Remedy Ticketing System
- Utilized Microsoft Project to plan and track project related tasks and resources
- Created project reports queried from Microsoft Access databases using SQL queries and Crystal Reports.
Education
B.S. Applied Mathematics -
State University of New York at Oswego
Skills
- Salesforce Administration
- Project Management
- Business Analysis
- JIRA
- SQL
- Microsoft Office Suite
- Business Process Mapping
Certification
Certified Salesforce Associate, 03/01/23
Timeline
Business Analyst
AmeriCU Credit Union
05.2022 - 03.2024
Salesforce Administrator
Alta Equipment Corporation
03.2018 - 10.2021
Project Manager
Innovative Interfaces
10.2016 - 03.2018
Business Analyst
Agway Energy Services (Consultant)
08.2015 - 07.2016
CRM Analyst
United States Golf Association (Consultant)
05.2015 - 08.2015
CRM Technical Analyst
Concentrix Inc. (Consultant)
10.2014 - 04.2015
Business Analyst-CRM Systems
Cadaret & Grant
02.2012 - 10.2014
Technical Analyst
National Grid (Consultant)
09.2010 - 09.2011
B.S. Applied Mathematics -
State University of New York at Oswego
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