Robert Palmer
Dublin
Summary
Experienced Salesforce Administrator with 13 years of expertise in managing and optimizing Salesforce environments across diverse industries. Proficient in configuring and customizing Salesforce to meet business requirements, including automation and data management. Adept at managing user roles, permissions, and security settings, as well as integrating Salesforce with other enterprise systems. Strong problem-solving skills, attention to detail, and a commitment to simplification and system efficiency. Proven ability to collaborate with cross-functional teams to deliver solutions that enhance productivity and business outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Salesforce Administrator
Dynatrace
02.2023 - Current
- Working as part of a small, highly collaborative team, supporting approx 4000 end users
- Investigating and resolving complex application issues, managing high priority escalations
- Database maintenance: importing, updating customer data, reports and dashboards
- Documentation of business processes and related Salesforce functionality
- Mentoring and training colleagues/ team mates
- Submitting recommendation to improve functionality of internal business processes for End users.
Salesforce Administrator
Snowplow
06.2022 - 12.2022
- Org Administrator responsible for org configuration, troubleshooting any issues that arose, user management, 3rd party app integrations and reporting.
Senior Support Engineer
Salesforce
11.2017 - 06.2022
- Senior Technical Support Engineer (Analytics) & Skill group lead for Feature Activations and Limits
- Main duties included troubleshooting issues, collaborating and coordinating on complex escalations, working closely with our Customer Centric Engineering and R&D teams to identify Bugs or documentation gaps.
Admin Technical Support Analyst Tier II
Salesforce
01.2016 - 10.2017
Salesforce System Administrator
eir Ireland
04.2014 - 01.2016
- I joined eircom on April 28th on a temporary contract for 6 months which has been renewed on October 24th
- During this time I was expected to learn the structure and flow of the organisation quite quickly
- While doing so I have taken it upon myself to suggest any improvements to the system that I feel would benefit the company
- At eircom I have been performing the following duties:
- Assisting with a project to re-segment all existing eircom Customers while introducing new customers to the new uniform process
- General Administrative duties which range from creating/ deactivating users to creating Custom Reports, Dashboards, Workflow rules to Global Actions for all users as part of a team of 2
- I have started a project to improve efficiency when requesting a user is created which will effectively cut down the time by 15 minutes per user
- (This is then applicable to other business areas once the improvement is realised).
Salesforce.com CRM Technical Analyst/ Platform Specialist
KONE
06.2013 - 12.2013
- I was effectively headhunted to work as a CRM Technical Analyst/ Platform Specialist for KONE in the Global Development team supporting approx 6,500 end users, In Nice, France
- My role involved (but is not limited to):
- Overseeing all Cases opened to Premier Support and assisting on those that are overly complex/ managing escalations through weekly meetings with the Salesforce.com Account Manager and team
- Assisting with the on-going simplification of the system to ensure a User-Friendly experience
- Creation and maintenance of detailed, step-by-step documentation detailing Business Processes and "How-To" guides
- Ad-hoc Admin duties (Such as Sandbox refreshes/maintenance)
Associate Salesforce Trainer
Stream Global Services
12.2012 - 06.2013
Tier 2 Premier + Administration Salesforce Support specialist
Stream Global Services
01.2011 - 12.2012
- I started on the 4/1/2011 in Stream as a Tier 1 Basic agent working on Frontline support for Salesforce.com, where I was the first point of contact for Basic Support level customers who called in
- This job included troubleshooting the issue over the phone, logging the case and either resolving the issue myself or ensuring the case was routed to the correct agent for further troubleshooting
- I also worked on cases that were created via email
- On April 26th I moved to Tier 1 Premier where I began dealing with Premier Support level customers
- This has a higher level of responsibility as there are more sensitivities in regards to dealing with Premier level customers as the majority of them have special guidelines in place as to what can be done be the different tiers of support and which customers are allowed to contact support
- I successfully completed the following exams ADM 201 Certified Salesforce Administrator; ADM 301 Certified Advanced Administrator and DEV401 Force.com Developer
- Since August 4th 2011 I have been covering our Tier 2 Admin team which involves a higher attention to detail and higher expectations as part of the role involves making changes to Customers instances of the product upon their request
- As of 10th October 2011 I have been officially offered the Tier 2 Premier + Admin role and now also handle case assignment for the Administration Team, which involves monitoring the individual queues for the team and ensuring fair distribution of the workload.
Trainee Manager
D7 Global
03.2010 - 11.2010
- My role in D7 involved: -Dealing with customers on a face to face level, answering questions and solving any problems they may encounter
- -Explaining tariffs and different cost options
- -Providing a report of Completed Sales (including which plan/ contract was chosen) for the Team to management
- - I was also responsible for training new hires to the company in various Sales methods, how to improve confidence in themselves how to in turn, train the subsequent new hires.
Commis Chef
The Stephens Green Hibernian Club
11.2009 - 02.2010
- Main duties included; Preparation of food for Club members under direct instruction from the head chef
- Serving members at Club functions & during buffet service
- Responsible for maintaining hygiene standards in all food preparation areas and general upkeep of public areas.
Print room Administrator / Office Assistant
Techrete UK & Ireland
09.2007 - 11.2008
- Main duties included; Preparing/uploading/downloading & issuing drawings for production etc
- Answering telephones
- Organising couriers
- Ordering stationery
- Ensuring communal areas are presentable and welcoming for colleagues and clients
- General admin; photocopying; filing; archiving; preparing cashbooks; sending faxes
- Typing correspondence/answering customer & in-house queries via letter/email etc.
Education
High School Diploma -
Mount Temple Comprehensive School
Dublin09.2006
Skills
- Analytical Skills
- Continuous Process Improvement
- Customer Service
- Data Management
- Microsoft Office
- Problem-solving aptitude
- Troubleshooting
- Workflow Management
Websites
Certification
- Salesforce Certified Administrator, Salesforce, 495849
- Salesforce Certified Advanced Administrator, Salesforce, 652017
- Salesforce.com Certified Force.com Developer, Salesforce, 723443
- Salesforce Platform App Builder, Salesforce, 4891908
- Salesforce Certified Sales Cloud Consultant, Salesforce, 5229855
- Comptia A+, CompTIA
- Certified in Customer Care (Level 5), FETAC (Further Education and Training Awards Council)
- Salesforce Certified Einstein Analytics and Discovery Consultant, Salesforce, 21867736
Timeline
Salesforce Administrator
Dynatrace
02.2023 - Current
Salesforce Administrator
Snowplow
06.2022 - 12.2022
Senior Support Engineer
Salesforce
11.2017 - 06.2022
Admin Technical Support Analyst Tier II
Salesforce
01.2016 - 10.2017
Salesforce System Administrator
eir Ireland
04.2014 - 01.2016
Salesforce.com CRM Technical Analyst/ Platform Specialist
KONE
06.2013 - 12.2013
Associate Salesforce Trainer
Stream Global Services
12.2012 - 06.2013
Tier 2 Premier + Administration Salesforce Support specialist
Stream Global Services
01.2011 - 12.2012
Trainee Manager
D7 Global
03.2010 - 11.2010
Commis Chef
The Stephens Green Hibernian Club
11.2009 - 02.2010
Print room Administrator / Office Assistant
Techrete UK & Ireland
09.2007 - 11.2008
High School Diploma -
Mount Temple Comprehensive School
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