Troy C.

Experience

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  US Army

  Jan 1998 - Jan 2000

  Tank Crewmember, Automated Logistical Specialist, Combat Lifesaver

  As a Automated Logistical Specialist my duties included performing property disposal storage functions, ensuring application of special procedures for handling, storing, packaging and shipping retrograde material, retrieving and analyzing history and activity files pertinent to system rejected documents, recommending additions and deletions to authorized stockage list, reviewing requests for major and controlled items, reconciling activity records for monthly and quarterly reporting and status reviews, processing data inquiry and manager referred listings and cards, managing controlled, critical and reserve stocks and operational readiness floats, performing financial management functions, establishing and maintaining stock records and other documents such as inventory, material control, accounting and supply reports, establishing and maintaining automated and manual accounting records, performing prescribed load list and shop stock list duties in manual and automated supply applications, preparing, annotating and distributing shipping documents, performing accounting and sales functions in self-service supply.As a Combat Lifesaver my duties included performing tactical combat casualty care, evaluating a casualty, opening and managing a casualty's airway, treating penetrating chest trauma and decompressing a tension pneumothorax, controlling bleeding, requesting a medical evacuation, and evacuating a casualty using a SKED or improvised litter.As a Tank Crewmember my duties included being my Platoon Sergeant's tank driver, tank maintenance, engine maintenance, supervision of personnel and authority delegation. Show less

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  Port of Catoosa, Best Buy, Tulsa Zoo, West, Sprint, Darden, Texas Roadhouse, IHOP, GB Packing

  Apr 2000 - Dec 2008

  Various Jobs: Barge Dockman, Freight Unloader, Sales Rep , CSR, Waiter, Packing Lineman
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  Agency

  Jan 2010 - Jun 2011

  CNA
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  Oklahoma Heart Institute

  Jul 2011 - Aug 2012

  Registered Nurse

  • Obtained and maintained BLS, ACLS, PALS, EKG and Moderate Sedation certifications. • Take a leadership role in the assessment, development, implementation, outcome evaluation and documentation of patient care, modifying as necessary • Administer medication • Provide instructions and education to patients and their families for medication, nutrition and care of a surgical site• Understand the principles of growth and development over the life span• Maintain current knowledge of best practices• Coordinate the rest of the health care team Show less

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  Veterans Workshop

  Feb 2014 - Nov 2015

  General Manager, Salesforce Administrator

  • Coordinate efforts by establishing procurement, production, marketing, field, and technical services policies and practices; coordinating actions with corporate staff• Build company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices• Maintain quality service by establishing and enforcing organization standards• Develop strategic plan by studying technological and financial opportunities; presenting assumptions; recommending objectives• Accomplish subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections• Lead Salesforce.com database on a day-to-day basis • Conduct analysis of user requirements to determine best use scenarios• Coordinate security policies for database and program access• Create and maintain user profiles and train new users • Create and maintain custom reports and dashboards• Create and maintain custom objects, fields, formulas, email alerts, workflows, validation rules etc. • Salesforce implementation of applications such as telephony platform, remote desktop management application, time clock, etc.• Create and maintain segmented lists, email templates and drip campaigns in Pardot. • Liaise between IT and functional users/stakeholders • Implementation of initial organization and new applications• Data migration• Communicating concepts to non-IT employees• Maintaining WordPress sites via updating, optimizing and minor HTML fixes• Work with hosting solution to manage SSLs, email accounts, domain/DNS changes and other server related tasks• Use remote desktop application to troubleshoot employee computer issues. Show less

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  Basati is now Simplus

  Nov 2015 - Jan 2016

  Senior Salesforce Support Analyst

  • Supervise a team of Salesforce Support Analysts• Accomplish customer support service resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, and coaching; communicating job expectations; planning, appraising, and reviewing job contributions; enforcing policies and procedures• Achieve customer support service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer support trends; determining system improvements and implementing changes• Determine customer service requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analyzing information and applications• Improve customer service quality results by studying, evaluating, and re-designing processes; monitoring and analyzing results; implementing changes• Maximize customer operational performance by providing support resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques• Monitor productivity of Admin Support representatives and generate reports• Monitor individual and team results to identify and act on both positive and negative performance trends to ensure attainment of performance targets• Answer questions and recommend solutions to resolve customer complaints• Communicate and follow up to ensure Admin Support representatives are fully informed of all new information related to products, procedures, customer needs and company-related issues, changes or actions• Organize and use information to complete records of support requests, calls and complaints• Determine work procedures, prepare work schedules, and expedite workflow• Study and standardize procedures to improve efficiency of team• Report on department status, goals and performance to executive management Show less

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  Cvent (Formerly Lanyon)

  Apr 2016 - Jan 2017

  Senior Salesforce Administrator

  • Responsible for analyzing the needs of all internal and external users and providing technical support for Salesforce.com to enable smooth and efficient Salesforce processes• Implement and enforce processes and tools that maintain the integrity and accuracy of Salesforce.com and all integrated applications• Functional support including gathering requirements from users, translating these requests into technical specifications and coding changes if needed• Design systems and coordinate the review of specification, user sign-off process and the development of user manuals, documentation, and process flow diagrams as needed• Ensure system integrity, assist in installation, maintenance, testing and support of technical integrations and applications• Provide direct user support for Salesforce, other critical tools and applications; User support includes telephone, video, and email response to internal user questions, business process questions and technical use inquiries• Manage Salesforce Change Management Request Process to ensure timely completion of incoming requests, proper prioritization, and backlog completion• Create and Maintain Salesforce team road map, request handling structure, and standard operating procedures Show less

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  Ventas Consulting

  Feb 2017 - Sept 2020

  Salesforce Consultant

  • Effectively Manage Project Scope and Budget using both Agile and Waterfall Methodologies• Facilitate Requirements Gathering Sessions with wide ranging levels of business stakeholders• Translate Business Use Cases and Processes into solid Requirements and Design Documentation• Identify gaps in requirements or processes and suggest/solution appropriate work arounds• Ability to implement design elements using native, declarative salesforce.com functions and understanding when the platform should be extended with development• Manage UAT testing activities including test case creation, execution and defect management• Creation of thorough end-user test cases based on approved requirements documentation• Execute and Facilitate User Acceptance Testing and obtain proper client sign-off• Remain up to speed on rapidly changing salesforce.com product suite and be able to speak to/implement best practices Show less

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  Salesforce

  Oct 2020 - now

  • Senior Technical Account Manager/Customer Success Manager

    Mar 2023 - now

  • Lead Solution Engineer

    Oct 2020 - Mar 2023
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  The City of Balch Springs

  Jul 2021 - Feb 2022

  City Charter Review Committee Member

  Review and update the city's charter.