Tuba Boyno
Orlando
Summary
Experienced Salesforce Product Analyst, specializing in managing and resolving user-submitted tickets to drive system improvements and enhance user experience. Proven ability to triage and analyze Salesforce support requests, identify recurring issues, and deliver scalable solutions through collaboration with admins, developers, and business stakeholders. Skilled in documenting requirements, streamlining workflows, and leveraging tools like Jira and Salesforce Flows to optimize performance and reduce support volume.
Overview
11
11
years of professional experience
Work History
Salesforce Product Analyst
Triforcia
Tysons
10.2022 - Current
- Acted as the primary point of contact for Salesforce user-reported tickets across the Sales and Customer Success teams, handling issues related to data integrity, system functionality, and workflow errors.
- Triage incoming tickets via Jira, prioritized based on impact and urgency, and collaborated with Salesforce admins and developers for resolution.
- Analyzed ticket patterns to identify system inefficiencies and proposed scalable solutions, such as automation with Flows, updated validation rules, or UI enhancements.
- Worked closely with end users to gather additional context, reproduce bugs, and ensure proper documentation of steps to replicate and acceptance criteria.
- Created and maintained internal documentation and FAQs to reduce repetitive ticket submissions, and improve self-service for common Salesforce issues.
- Partnered with QA and admins to validate fixes in the sandbox, conduct UAT, and coordinate the smooth deployment of changes to production.
- Regularly reported on ticket resolution trends, root causes, and improvement opportunities to product managers and business leadership.
Salesforce Boothcamp
Clarusway
Tysons
03.2022 - 09.2022
- Completed a comprehensive, hands-on Salesforce Admin and Business Analyst bootcamp covering core Salesforce functionality, system configuration, and business process mapping.
- Gained practical experience working with Sales Cloud, including creating and managing custom objects, fields, validation rules, record types, profiles, and permission sets.
- Built automated processes using Flows, Workflow Rules, and Process Builder to streamline business operations.
- Designed and built dynamic reports and dashboards to support data-driven decision-making for sales and support teams.
- Practiced gathering and documenting business requirements from sample stakeholders, and translating them into technical solutions using user stories and process flows.
- Managed mock user support tickets, triaged issues, proposed resolutions, and created documentation for solutions in a sandbox environment.
- Used Jira for project management, documentation, and process visualization.
- Participated in simulated Agile sprints, including backlog grooming, sprint planning, and UAT cycles.
AWS/DevOps Engineer - Intern
Nioyatech
Tysons
11.2021 - 02.2022
- Supported the DevOps team in automating infrastructure provisioning, deployment pipelines, and monitoring systems across AWS environments.
- Assisted in building and maintaining CI/CD pipelines using Jenkins, GitHub Actions, and AWS CodePipeline to streamline application delivery and reduce manual deployments.
- Wrote and executed Terraform scripts to automate the provisioning of EC2, S3, VPC, IAM roles, and RDS instances, ensuring repeatable and scalable infrastructure deployment.
- Worked on Dockerizing applications and managing containers on Amazon ECS, with task definitions and service scaling strategies.
- Implemented log aggregation and monitoring using CloudWatch Logs, ELK Stack, and Prometheus/Grafana to improve system visibility and alerting.
- Collaborated with software engineers, QA, and cloud architects in Agile/Scrum ceremonies, contributing to sprint planning, retrospectives, and daily stand-ups.
- Performed IAM access reviews and implemented least-privilege access policies to improve the cloud security posture.
- Documented infrastructure setup, DevOps processes, and incident response protocols in Confluence for better team handoff and knowledge sharing.
AWS/DevOps Engineer - Bootcamp Program
Clarusway
Tysons
02.2021 - 11.2021
- Completed a 9-month intensive, hands-on bootcamp covering core AWS services, DevOps tools, and infrastructure automation best practices.
- Designed and deployed a multi-tier cloud architecture using EC2, S3, RDS, VPC, and Load Balancers, following security best practices.
- Built CI/CD pipelines using Jenkins, GitHub Actions, and AWS CodePipeline to automate the build, test, and deployment of containerized applications.
- Created Infrastructure as Code (IaC) using Terraform and CloudFormation to provision and manage cloud resources consistently and efficiently.
- Containerized microservices using Docker, and orchestrated workloads using ECS and EKS, with autoscaling and monitoring.
- Implemented logging and monitoring solutions with CloudWatch, ELK Stack, and Prometheus, plus Grafana, to ensure observability and reliability.
- Collaborated with peers in Agile sprints, practiced Git workflows (feature branches, PRs), and conducted peer reviews on version-controlled code.
Medical Assistant
Kissimmee Primary Care
Kissimmee
08.2019 - 09.2020
- Performed clerical duties, such as data entry, and filing.
- Obtained the client's medical history, including medication, symptoms, and allergies.
- Collected and documented patient medical information, such as blood pressure, blood sugar, body temperature, pulse, weight, and EKG (if needed).
- Sanitized, restocked, and organized exam rooms, storage, and medical equipment.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Cleaned outpatient room and disposed of medical waste.
- Administered urine samples, and prepared them for lab processing.
- Submitted prescriptions to the pharmacy via fax or web.
Nurse
Dr. Ersin Arslan Hospital
Gaziantep
01.2014 - 09.2014
- Worked in units of orthopedics, plastic surgery, and in the Wound and Burns Center.
- Performed clerical duties, such as data entry, and filing.
- Obtained the client's medical history, including medication information, symptoms, and allergies.
- Collected and documented patient medical information, such as blood pressure, blood sugar, body temperature, pulse, and weight.
- Registered patients.
- Sanitized, restocked, and organized exam rooms, storage, and medical equipment.
- Operated special medical equipment and apparatus.
- Cleaned outpatient room and disposed of medical waste.
- Coordinated patient intake and triage.
- Administered the patient's blood, urine, and stool samples, and prepared them for lab processing.
Education
Associate of Arts - Biomedical Sciences
Seminole State College of Florida
Sanford, FL01-2019
High School Diploma -
Vocational High School
Gaziantep, Turkey01-2014
Skills
- Service Cloud, Health Cloud
- Salesforce CPQ, pricing method, bundles configuration, product rules
- Field Service Lightning (FSL) familiarity, data model, scheduling policies, work rules, and complex work
- SOQL, SOSL
- OmniStudio, FlexCards
- User management, profiles, roles, permission sets
- Process Builder, flows
- Validation rules, restriction rules, and formula fields
- Reports and dashboards, data loader, and data import wizard management
- Seeding and refreshing the sandbox
- Custom objects, fields, page layouts, record types, and relationships
- Configuring data modeling and data security model
- Deployment with change set and CLI
- AthenaOne is an electronic health record (EHR), DocuSign, and IntakeQ
- Salesforce (Classic and Lightning) and Jira
- EC2, S3, RDS, VPC, IAM, CloudWatch, and Auto Scaling
- CI/CD with Jenkins, GitHub Actions, and AWS CodePipeline
- Infrastructure as code (IaC): Terraform, AWS CloudFormation
- Containerization: Docker, ECS, and EKS
- Monitoring and logging: CloudWatch, ELK stack
- Scripting: Bash, Python (basic) (for automation)
- Git, GitHub, Bitbucket, Jenkins, Visual Studio Code (VSC)
- AWS CLI, Terraform, Docker, and Kubernetes
- Slack, Microsoft Teams
Timeline
Salesforce Product Analyst
Triforcia
10.2022 - Current
Salesforce Boothcamp
Clarusway
03.2022 - 09.2022
AWS/DevOps Engineer - Intern
Nioyatech
11.2021 - 02.2022
AWS/DevOps Engineer - Bootcamp Program
Clarusway
02.2021 - 11.2021
Medical Assistant
Kissimmee Primary Care
08.2019 - 09.2020
Nurse
Dr. Ersin Arslan Hospital
01.2014 - 09.2014
Associate of Arts - Biomedical Sciences
Seminole State College of Florida
High School Diploma -
Vocational High School