Toby Rodocker-Cummings
Support Engineer Principle - Swarm Lead
McMinnville,OR
Summary
Highly driven and experienced Support Leader looking for their next adventure. Looking to take their years of experience in the field of technical support and help mentor future support leaders become the best that they can be by leading by example.
Overview
14
14
years of professional experience
6
6
Certifications
Work History
Swarm Lead - Experience Cloud
Salesforce
Remote, OR
07.2021 - Current
- Worked with management to develop swarming processes for global experience cloud team.
- Managed the AMER Experience Cloud Swarm channel
- Managed the Experience Cloud Cross-Cloud Swarm Channel.
- Delegated swarming by my colleagues to ensure all swarm requests were addressed in a timely manner.
- Developed training for engineers new to Experience Cloud.
- Led group of other Swarm Leads for Experience Cloud to find top case drivers and work with TMP with creating User Stories.
- Co-led meetings with Experience Cloud document writing team to find gaps in help documentation to improve case deflection.
- Worked with support engineers to close out aged cases by partnering with them to find solutions.
- Held weekly stand-up/office hours meetings to allow Experience Cloud engineers the opportunity to get direct help with cases and to offer needed training.
Support Engineer Principle - Tier 3
Salesforce
Remote, MN
09.2019 - 07.2021
- Tech Lead for Community Cloud (Now Experience Cloud)
- Managed the Tier 3 case queue for Communities while also taking ownership and resolving Tier 3 escalated cases.
- Worked directly with TMP/CCE resources to help create training and help documentation for the Community Cloud product
- Led development of dedicated support team from AMER and Manilla to only take and work Community Cloud Cases exclusively.
- SME for Community Cloud (non-dev) issues.
- Implementation of dedicated support team helped reduce time to close for Community Cloud cases.
- Dedicated support team helped to highlight benefits of having dedicated clouds in support.
- Held twice weekly office hours to assist support engineers with questions on hard to resolve cases.
- Point of contact for high severity Community Cloud cases.
- Head Knowledge Champion for Communities.
Support Engineer - Tier 3 - Configuration
Salesforce
Hillsboro, OR
09.2017 - 09.2019
- Assisted Tier 2 engineers with training for the Configuration skill group.
- Assigned and worked Tier 3 escalated cases that included issues with Workflows, Communities, Process Builder, Custom Fields, Custom Objects, Standard Objects, Validation rules etc.
- Escalated cases to R&D via GUS investigations for issues that could not be resolved with tools at hand.
- Created Known Issues for bugs that stemmed from investigations.
- Assisted with Release Readiness training.
- Became Subject Matter Expert on Communities as part of my career growth.
Support Engineer - Tier 2 - Configuration
Salesforce
Hillsboro, OR
02.2013 - 09.2017
- Assigned Tier 2 cases for the Configuration Skill Group
- Worked directly with customers to help resolve their questions regarding standard functionality with the Salesforce platform.
- Consistently met or exceeded productivity targets while also maintaining near perfect customer satisfaction surveys.
- Created strong relationships with Tier 3 engineers which helped develop my technical expertise on the features that I supported.
- Features supported included: Workflows, Custom Fields, Standard fields, Processes, Communities, Portals, Record Creation, Validation Rules etc.
Escalations Engineer
Yahoo! Small Business
Hillsboro, OR
06.2011 - 02.2013
- Assisted support engineers with questions tied to customer accounts by manning the Escalations Line.
- Advised on how to quickly resolve issues and those issues that could not be directly fixed at that time would be escalated to my team.
- I would take ownership and work escalated cases raised by the support engineers.
- Raised escalations to the Development Engineers for repair or to identify bugs.
- Monitored the hosting platform and would alert engineers of any system wide issues that might be occurring.
- Helped in training of new engineers on topics such as HTML, CSS, DNS, and tools used to support the web hosting platform.
Technical Support Agent
Yahoo! Small Business
Hillsboro, OR
10.2007 - 06.2011
- Worked directly with customer via inbound call center to help resolve questions related to the Yahoo! Small Business web hosting platform.
- Supported tools used to develop websites on the hosting platform including proprietary tools like Yahoo! Site Builder as well as Custom HTML and CSS.
- Also supported technologies related to the hosting platform including the Small Business Email (browser based and POP/SMTP)
- Was consistently at the top of the leaderboard with regard to metrics . This included time to resolve, customer satisfaction, call handling and escalation resolution.
Education
GED -
Mesa Community College
Mesa, AZSkills
Salesforce Administrator
Experience Cloud Expert
Soft Skills
Time Management
Team Leader
Support Leader
Certification
Salesforce Administrator
Timeline
Swarm Lead - Experience Cloud
Salesforce
07.2021 - Current
Support Engineer Principle - Tier 3
Salesforce
09.2019 - 07.2021
Certified Experience Cloud Expert
09-2019
Salesforce Experience Cloud Consultant
06-2019
Trailhead Ranger
02-2018
Support Engineer - Tier 3 - Configuration
Salesforce
09.2017 - 09.2019
Salesforce App Builder
02-2017
Salesforce Administrator
02-2014
Salesforce Advanced Administrator
02-2014
Support Engineer - Tier 2 - Configuration
Salesforce
02.2013 - 09.2017
Escalations Engineer
Yahoo! Small Business
06.2011 - 02.2013
Technical Support Agent
Yahoo! Small Business
10.2007 - 06.2011
GED -
Mesa Community College