Keevon McPherson
Indianapolis,IN
Summary
Dynamic and tech-savvy professional with a strong foundation in IT and customer service, developed through nearly four years of full-time and contract experience in on-site and virtual settings. A fast learner thriving in fast-paced, rapidly evolving environments, complemented by excellent networking, leadership, and communication skills. Eager to contribute to an organization that fosters long-term growth while continuously challenging and developing technical expertise.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Salesforce, Inc.
Indianapolis, IN
10.2023 - Current
- Lead the complete end-to-end customer experience for Salesforce Marketing Cloud and Core Digital Engagement clients.
- Coordinate and run the resolution of critical technical issues, ensuring timely and complete problem solving to technical challenges and business issues.
- Maintain 4.8+ star average CSAT (Customer satisfaction rating).
- Use SQL to query databases and locate and manage relevant client data to analyze and troubleshoot marketing cloud data related issues.
- Research, document, and prioritize customer issues, using internal tools and triage, as well as prioritizing and managing time effectively in a fast-paced environment.
- Raise issues to Product Engineering, when required.
- Show continuous improvement towards KPI goals, reducing Time to resolution and improving the processes I use to elevate customer success.
- Exceed customers' expectations and experience in a way that results in great customer experience.
- Developed and implemented troubleshooting procedures, reducing resolution time for customer inquiries.
IWRS Development and Site Support-(contract via unisys)
Eli Lilly Corp
Indianapolis, IN
07.2022 - 10.2023
- Provide 24/7 support for clients across the globe regarding Clinical Trials for Eli Lilly Corp.
- Process a plethora of types of admin requests from adding users, disabling users, resetting passwords, with a high volume of requests due to the size of the Lilly clinical trial network.
- Being the liaison between external clinical trial site personnel, and Lilly study personnel via email, phone, and Service now.
- Control and manage the global support mailbox, respond to all inquiries, ensure that all Lilly drug shipments are entered into clinical trial system correctly and provide help processing patient visits.
- Use analytical skills and attention to detail to correctly maintain, decipher, and edit records for patients and clinical trial workers alike.
Client Engagement Associate-Contract
Sondhi Solutions
Indianapolis, IN
03.2022 - 07.2022
- Cultivated relationships and delivered exceptional service to C-level executives and municipalities throughout Indiana and beyond regarding IT issues and projects in Jira and ConnectWise.
- Performed comprehensive assessments of service quality for assigned clients on a quarterly basis to enhance client satisfaction.
- Delivered tailored onboarding and training sessions for clients on service desk and CRM platform ConnectWise, ensuring seamless integration and operational readiness.
- Administered ConnectWise platform to streamline processes and improve service delivery for staff and clients.
- Led the way on a project to convert IT operations from Jira CRM to ConnectWise CRM.
- Assisted in developing training documentation for employees and over 50 clients. Conducted live training sessions for our premier clients, including Birge and Held, TWG, and Liberty Fund.
- Analyzed client feedback to identify trends and areas for improvement in service offerings.
Participant Services Representative-Contract
One America
Indianapolis, IN
09.2021 - 02.2022
- Studied and internalized financial regulations specific to Indiana and Wisconsin to support organizational adherence.
- Provided comprehensive support to callers regarding 401k access and vesting processes, ensuring clarity and compliance.
- Managed inbound calls addressing account security and information inquiries for oneamerica.com and oaretirement.com.
- Processed and completed cases for incoming calls to assist clients effectively. Resolved inquiries or directed clients to appropriate queues for optimal support.
Microsoft O365/ Microsoft Teams Support Engineer-Contract
Tek-Experts by TEKsystems
Colorado Springs, CO
05.2021 - 09.2021
- Provided technical support for Microsoft Office 365, facilitating seamless operations for end-users.
- Facilitated timely follow-up on technical support requests and provided responses to customer emails concerning subscription challenges and Microsoft productivity tools.
211 Vaccination Call Center Agent-Contract
Indiana F.S.S.A. via KHI Solutions LLC
Indianapolis, IN
01.2020 - 05.2021
- Addressed scheduling and vaccine-related queries to ensure accurate information dissemination for Indiana's Family and Social Services Administration.
- Take detailed notes and fill out surveys about the purpose and solution for each call. Approximately 50 calls per day.
- Often tasked with de-escalation of call scenarios, which has only improved my communication/ resolution skills.
- Monitored queue status and collaborated with supervisors and team members. Assisted in tracking queue progress and provided updates to supervisors and colleagues. Supported team communication regarding queue status and supervisor directives.
Customer service representative/Covid-19 call center rep-Contract
Maximus via Engaging solutions LLC
Indianapolis, IN
02.2020 - 07.2020
- Assisted individuals by addressing COVID-19 questions and concerns through the Indiana State Department of Health hotline.
- Managed an average of 50 daily calls, resolving inquiries or connecting callers with necessary support channels.
Education
Bachelor of Science - Environmental Science
Indiana University
Bloomington, IN01-2020
High School - AP student and IB Candidate
Pike High School
Indianapolis, IN01-2018
Skills
- Leadership and Teamwork specialist
- Interpersonal communication skills
- Office Productivity Tools
- Customer support expertise
- Skilled in front-end web technologies
- Experience with Database concepts, Data management (RDBMS), and SQL
- Admin/ User Management experience
- Application support
- Problem-solving
- Technical troubleshooting
Certification
Service Ready for Technical Support (CSP-I)
Salesforce Certified Platform Administrator
Salesforce Certified Platform App Builder
Salesforce Certified Agentforce Specialist
Salesforce Certified Marketing Cloud Email Specialist
Salesforce Certified AI Associate
Languages
English - Read: High, Speak: High, Write: High
Timeline
Technical Support Engineer
Salesforce, Inc.
10.2023 - Current
IWRS Development and Site Support-(contract via unisys)
Eli Lilly Corp
07.2022 - 10.2023
Client Engagement Associate-Contract
Sondhi Solutions
03.2022 - 07.2022
Participant Services Representative-Contract
One America
09.2021 - 02.2022
Microsoft O365/ Microsoft Teams Support Engineer-Contract
Tek-Experts by TEKsystems
05.2021 - 09.2021
Customer service representative/Covid-19 call center rep-Contract
Maximus via Engaging solutions LLC
02.2020 - 07.2020
211 Vaccination Call Center Agent-Contract
Indiana F.S.S.A. via KHI Solutions LLC
01.2020 - 05.2021
Bachelor of Science - Environmental Science
Indiana University
High School - AP student and IB Candidate
Pike High School
Awards
Environmental science outstanding student of the year (2018), History club student of the year (2018)