Keevon McPherson
Indianapolis,IN
Summary
Dynamic and tech-savvy professional with nearly six years of diverse experience in IT and customer service, adept at thriving in both on-site and virtual environments. Dedicated customer advocate, consistently prioritizing exceptional customer experiences and fostering genuine relationships with clients. Proven ability to excel in fast-paced, rapidly evolving settings, supported by strong networking, leadership, and communication skills. Committed to contributing to an organization that values long-term growth and encourages continuous development of technical expertise.
Overview
1
1
Certification
4
4
years of professional experience
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.
- 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.
Education
High School Diploma -
Pike High School
Indianapolis, IN05-2018
Skills
- Leadership and Teamwork specialist
- Interpersonal communication skills
- SaaS Onboarding & Implementation
- Admin/ User Management experience
- Salesforce Core Platform Administration
- Customer-Centric Thinking
- Technical Support Communication
- Knowledgeable in front-end web technologies
- Experience with Database concepts, Data management (RDBMS), and SQL
- 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
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
High School Diploma -
Pike High School