Summary
Overview
Work History
Education
Skills
Navy Service
Military Service
Certification
Timeline
Generic

Tom Matthews

Land O Lakes

Summary

Salesforce Administrator with over 10 years of experience at JR Automation and Fiserv. Expertise in team management and data integrity, leading to significant process improvements and enhanced user experience. Proficient in Salesforce administration and technical documentation, consistently delivering high-quality results and fostering interdepartmental collaboration. Strong analytical skills utilized for market trend research and effective troubleshooting of system issues. Tech-savvy Salesforce Administrator manages profiles, workflows and groups with ease. Organized employee maintains cloud, reports and dashboards for company and clients. Thoroughly updates, installs and configures Salesforce systems to boost performance.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Salesforce Administrator & Consultant

JR Automation
05.2023 - Current
  • With 10+ years of Salesforce (SF) management and consultant experience. My military background drove me to put my boots back on the ground. I’ve taken these last 2+ years with JR as the only Salesforce Admin, and consultant responsible for back-end SF customizations. My goal was accomplished, to acquire and provide the technical backend of SF. Over 300+ users. I've implemented substantial modifications that have streamlined the SF CRM for all departments, helping teams work smarter through automation and efficiency improvements.
  • Key Enhancements & Modifications: Security & User Management: Strengthened access controls and user role management. Data & Product Management: Ensured smooth handling of product and customer data across teams.
  • Technical Implementations: Enhanced Flows to automate processes. Validation Rules to ensure data accuracy. Custom Triggers to meet specific business logic. Improved Record Pages and Page Layouts for better user interface and experience. Managed creation of custom Fields.
  • Reports & Dashboards: Developed insightful reports and visualizations for data-driven decision-making.
  • Email Alerts & Templates: Configured automated notifications and streamlined communication templates.
  • Data Management: Facilitated smooth Backups, Data Transfer, and Mass Data Import/Export for efficient data handling.
  • Vendor Management: Coordinated contracts with Salesforce and third-party vendors.
  • Change Management: Managed Outbound/Inbound Change Sets for controlled deployment of changes across environments.

Salesforce Lead & Consultant

F&G
10.2022 - 04.2023
  • Implementation of Salesforce and MS Outlook Integration & EAC (Einstein Activity Capture).
  • Reports and Dashboard creation and enhancements.
  • Enhancement Ideas around operational situations to enhance capability of usage of Salesforce with users and departments.
  • Implementation of Salesforce Marketing Cloud.
  • Vendor relationships for 3rd party software renewals.
  • Salesforce administration daily responsibilities.

Salesforce Manager & Consultant

TECHDATA
05.2022 - 10.2022
  • 1K+ users across SF Sales and Service Cloud application. Team consisted of Admins, Developers, BA, and Architecture. US and International.
  • Collaborate with cross-functional stakeholders to drive automation and processes to improve operational efficiencies. Foster and streamline SFDC process and support the company and measure around SLA, KPI, SOW, & SOP.
  • Support and execute IT Governance Controls around change control process. User creation, approval process & deactivation process.
  • Tailor a better flow around cases, related list, email to cases, merge, templates.
  • Created reports & dashboards providing a clear and accurate picture of the organization performance, well-being, and potential improvement around scope of work. Resulting in a better ROI and KPI.
  • SFDC & vendor subscription renewals to negotiate better pricing based on growth.
  • Analysis to identify opportunities between departments for process improvements utilizing the CRM tool.

Senior Salesforce Application Specialist, Tech Leader/Manager

Fiserv
11.2014 - 04.2022
  • Team-Leader for our CRM helpdesk support team of 7, providing end-user support to a global team of 3.5K Salesforce users. Focused on multi levels of Salesforce applications, including Sales, Marketing, Service Cloud, CPQ, and force.com.
  • Closed 24K+ support cases YOY.
  • Achieved a 24% case-close-rate boost despite an increase of 2,000 Salesforce users, doubled annual case load, and no increase in support staff.
  • Spearheaded implementation of solutions database and templates for support team utilization resulting in more efficient, uniform responses to users.
  • Established and managed knowledgebase articles to build self-serve resources for end-users.
  • Brainstormed and implemented end-user survey to gauge customer satisfaction with support team responses which resulted in high satisfaction ratings and generation of process improvement strategies.
  • Provided admin support for license allocation and activation; investigated and troubleshot issues; created custom reports and dashboards to quantify support team metrics; and implemented change processes.
  • Main point of contact for Salesforce Service Cloud support.
  • Implementation of new processes and procedures using the Agile Methodology across the teams. Documentation, Roadmap, and Goals.
  • Motivated & mentored my team members resulting in 3 achieving Salesforce Certification.

Sales and Certified Salesforce Administrator

RAND WORLDWIDE
10.2010 - 02.2003
  • Pioneered solutions database for cases and CRM Content Library, providing users a 'How To' on procedures which is still in use today titled: IMAGINiT University.
  • Facilitated Salesforce end-user training to both existing and new users.
  • Collaborated with sales and finance to ensure data integrity within Salesforce.
  • Systematized, cleaned, and managed mass price sheets for all products, services, and support products for four countries.
  • Provided administration support for the following support topics: SFDC Profiles, Roles, Security, Workflows, Validation Rules, Product Pricing, Proposals, Sales Orders, Custom Objects, Reports, Dashboards, Views, Custom links, PSA Expenses, Console, and Email Integrations.
  • Experienced with Salesforce data-manipulation tools including DemandTools CRMFusion, Subscription Loader, Product Loader, & Customer Portal.
  • Developed efficient customer service skills with the ability to manage multiple tasks in a fast-paced environment.

Sales Operations & CRM Business Liaison

AVATECH SOLUTIONS
  • Delivered sales leads training for all new sales account managers implementing quicker ramp-up time.
  • Worked with 1 developer to migrate the sales team from Sales Logix to Salesforce.
  • Instituted best practices on how to use CRM software package to build results-proven pipeline.
  • Produced and educated sales training videos and documents on CRM tools providing internal users quick references for best ROI on utilizing the CRM tool.
  • Managed and created reports and dashboards for sales management and sales reps for managing territories, tracking activity levels, improving forecast management, and monitoring progress.
  • Developed and produced monthly sales reps scoreboard providing year to date, quarterly, & monthly results.
  • Provided admin support for Sales Logix, Salesforce Customer Portal, OneSource, Live Meeting, Webex, Camtasia, and Autodesk reseller sites.

Sales Account Manager

  • Managed outside sales territory selling Autodesk software to engineering firms.
  • Maximized business potential by identifying and developing new business opportunities with key corporate clients in the engineering industry.
  • Achieved 'Sales Excellence Award' recognition at Autodesk National Sales Conference for exceeding yearly sales goals.
  • Attained 'CEO Award' for shattering sales records and as a result received promotion to Sales Operations.

Education

Military -

US NAVY
09-1993

Diploma -

Land O’ Lakes High School
Land O’ Lakes
08-1989

Information Technology Emphasis -

MARCHMAN TECHNICAL COLLEGE
01-1989

Skills

  • Team management
  • Salesforce administration and support
  • Technical documentation
  • CPQ and pricing strategies
  • Highspot and Silverpop expertise
  • Microsoft Excel proficiency
  • Data integrity and maintenance
  • DataLoader and DemandTools

Navy Service

09/01/89, 09/30/02

Military Service

United States Navy, Yeoman - Administrative Assistant to the Ship Captain

Certification

  • Salesforce ADM 201

Timeline

Salesforce Administrator & Consultant

JR Automation
05.2023 - Current

Salesforce Lead & Consultant

F&G
10.2022 - 04.2023

Salesforce Manager & Consultant

TECHDATA
05.2022 - 10.2022

Senior Salesforce Application Specialist, Tech Leader/Manager

Fiserv
11.2014 - 04.2022

Sales and Certified Salesforce Administrator

RAND WORLDWIDE
10.2010 - 02.2003

Sales Operations & CRM Business Liaison

AVATECH SOLUTIONS

Sales Account Manager

Military -

US NAVY

Diploma -

Land O’ Lakes High School

Information Technology Emphasis -

MARCHMAN TECHNICAL COLLEGE

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Tom Matthews