Julia Espinoza
Salesforce Administrator / Tech Support Lead Analyst
Summary
- Manage Users and Troubleshoot issues in Salesforce.
- Big Data Management using the tools such as Workbench, Dataloader, Dataloader IO.
- 13+ years of experience in Information Technology in implementation and providing Single Sign on across enterprise applications using SailPoint Identity IQ, Ping Federate, Ping One, Access Manager, Active Directory Federation Service.
- IAM management, created user roles assignments and group policies with the appropriate permission levels within AWS Console.
- Desktop virtualization using Hyper-V, VMWare Horizon, VMware vSphere Infrastructure.
- Access management and single sign-on (SSO), identity lifecycle management and provisioning, as well as user access governance.
- Supporting more than 17k employees on a fast-growing environment.
- Managed user’s roles and permissions with Active Directory Administration.
- Provided support access to Office365 Enterprise with Microsoft Exchange Online Administration.
- Supported Email Protocols to different Organization Units for different divisions.
- Performed Security Auditing and Permissions on Shared Folders to designated departments within the corporate network.
- Experience with a wide set of SaaS products such as: Office 365 Enterprise Solutions, Google Apps, SalesForce, LiveOps, Taleo, Concur, Workday, WebEx, GoToMeeting and ZenDesk.
- Managing of Multi Factor Authentication to grant access to login to our corporate domain.
- Able to handle complex resolutions without escalation and minimal supervision.
- Able to exercise professional judgment within defined policies and procedures.
- Proficient in Microsoft Suite, MS Office, MS Office 365 Enterprise and MS Exchange Online.
- Pursue of individual career advancement thru training on latest Cloud technologies and services SaaS and IaaS on AWS (Amazon Web Services).
- Proficient in Cloud Computing: AWS VPC – AWS EC2- Lambda – AWS Load Balancer – Simple Storage (S3) – Dynamo DB – AWS Cloud Front – VPC-IAM – Salesforce
- Configuring and Managing Operating Systems: Windows Server
Overview
12
12
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
Work History
<p>Salesforce Administrator</p>
<p>Southern Glazer's Wine & Spirits</p>
<p></p>
05.2019
- Supporting Salesforce users by providing answers/solutions to inquiries and issues.
- Managing Sandboxes for Test Environments.
- Training Market Leaders with provisioning users access management in Salesforce.
- Assisting with reports to collaborate with the Sales Team.
- Creating Dashboards, Performance Metrics to other Leaders.
- Working with Excel and advanced formulas.
- Creating users in bulk to rapidly assist with big projects.
- Data Uploading process in bulk using tools such as Salesforce Inspector, Dataloader.IO, Workbench.
- Diagnose and categorize customer issues by engaging with them to understand their problem
- Elicit and document information on user requests/issues in order to provide reportable information.
- Design, document, and implement specific initiatives to improve support process.
- Improve sales team and help desk throughput and efficiency.
- Lead “Help Desk” triage and request prioritization, provide Tier 2/3 SFDC support
<p>IAM Engineer</p>
<p>Change Healthcare</p>
<p></p>
02.2017 - 05.2019
- Performed collaboration on migration of Active Directory between different network domains from all acquisitions in the company over the years.
- Conducted cloud security analysis of Active Directory Federation Services, Office 365 Enterprise once implemented to run in production framework.
- On-boarding and off-boarding process to either grant / remove access, permissions to AWS Console, Jenkins, Gitlab, Bastion and access keys for Developers and Production.
- Assisted customers with the transitions to the Office 365 Enterprise cloud services, focused on lowest downtime.
- Analyzed best suitable EC2 Instances and storage size for Database Department upon requested.
- Created scripts in PowerShell to automate deployment processes in collaboration with the software development team.
- Participated on the Implementation of the new ticketing system with Remedy Force. (SaaS)
- Provided documentation to the technical support department for multiple locations around the country and remote users.
- Implemented multi-factor authentication (MFA) on VPN with DUO Security software.
- Performed security encryption Hard Drives on portable devices and desktops computers.
- Provided support access to corporate emails on mobile devices using Blackberry devices Corporate.
- Configured security on shared drives based on the user’s role and security policies.
- Provided support by calls or on site for all the in-house software maintenance when needed.
- Granted access to SAS users to database repository.
- Managed and administered access to VDI’s with VMWare’s and VSphere.
<p>System Engineer </p>
<p>Change Healthcare</p>
<p></p>
02.2015 - 02.2017
- Managed user's access control with Active Directory and group policies.
- Performed assets tracking with use of tags as a means control, and managed cloud usage.
- Created scripts in Powershell tool to automate batched process for windows latest updates and patches.
Documented technical and business strategies underlying CIE projects, as well as
future directions.
- Created Desktop virtualization using VMWare Sphere, Horizon, Hyper-V
- Managed permissions, storage of user's profile management tools such as VMware UEM
- Provided support for 400+ users in the corporate office with in-house applications.
- Collaborated with 3rd party company (Humana) to implement new system to host in-house applications.
<p>Technical Support II - III</p>
<p>Altegra Health - Change Healthcare</p>
<p></p>
01.2008 - 02.2015
- Performed Imaging services for desktops/laptops/thin and MACs clients.
- Managed Googleforms/Googlesheets for to track location to send equipment to and billing information.
- Worked on assets tagging systems to maintain an accurate record of hardware inventory.
- Maintained assets management system.
- Shipped-out imaged systems to customers around various locations.
- Delivered imaged systems and other hardware equipment to customers at other locations and performed hardware/software setups.
- Integrated G Suite (Google Corporate Services) with Office 365 cloud system
- Collaborated in managing the current state of all data migration between platforms (Google to Office 365).
- Created, tracked and closed tickets for all equipment repairs and upgrades.
- Managed equipment requirements in conjunction with the in-house procurement system.
- Integration of Office365, Portal Manager, Self-Reset Password within an incorporated business solution for the company’s module.
<p>Technical Support I</p> <p></p>
<p>Social Service Coordinators - Altegra Health</p>
<p></p>
10.2007 - 11.2008
- Collaborated with email migration between companies acquired.
- Performed Backup jobs utilizing Barracuda Archiving System.
- Handled calls for 400+ users to troubleshoot, identify, record, resolve and escalate service requests in a timely manner to ensure customer satisfaction.
- Created computer’s drive images and customizing setup for different corporate divisions.
- Documenting all troubleshooting and issue resolution with Service Desk Ticketing System.
Education
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<p>Escuela Superior Politecnica del Litoral</p>
<p></p>
01.1998 - 01.2005
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<p>University of Miami</p>
<p></p>
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<p>The English Center Miami Public School </p>
<p></p>
Skills
Salesforce
Amazon Web Services
Active Directory Federation Services
Microsoft Exchange Online
Office 365 Enterprise
Access Control Management
Team Player
Documentation
Implementation
Entrepreneurial mindset
Certification
Salesforce Administrator - In Progress
Timeline
Salesforce Administrator - In Progress
01-2020
<p>Salesforce Administrator</p>
<p>Southern Glazer's Wine & Spirits</p>
<p></p>
05.2019
<p>IAM Engineer</p>
<p>Change Healthcare</p>
<p></p>
02.2017 - 05.2019
<p>System Engineer </p>
<p>Change Healthcare</p>
<p></p>
02.2015 - 02.2017
<p>Technical Support II - III</p>
<p>Altegra Health - Change Healthcare</p>
<p></p>
01.2008 - 02.2015
<p>Technical Support I</p> <p></p>
<p>Social Service Coordinators - Altegra Health</p>
<p></p>
10.2007 - 11.2008
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<p>Escuela Superior Politecnica del Litoral</p>
<p></p>
01.1998 - 01.2005
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<p>University of Miami</p>
<p></p>
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<p>The English Center Miami Public School </p>
<p></p>