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Salesforce Marketing Cloud - Senior Technical Analyst & Product Manager Resume Example

Joshua Hill
XXX XXXXXXX XXXX , CONCHO , OK 73022 | (H) XXXXXXXXXXXX | XXXXXXXXXXXXXXXXXXXXX
Professional Summary
Multi-talented Product Manager with experience in an agile environment. Expertise in working with customers to understand their needs and coming up with creative solutions for those requirements. Extremely technically minded with strong handle on the development process and experience in several development technologies. Decisive with strong collaborative and interpersonal abilities.
Skills
  • Customer Oriented
  • Development Experience
  • Technical Expertise
  • Skilled Analyst
  • Project Coordination
  • Client Relationships
  • Detail Oriented
  • Training & Mentoring 

Experience
Senior Technical Analyst & Product Manager 03/2011 to Present
Salesforce Marketing Cloud Fredericton, NB
Within Support 
  • Received an award of excellence for being a team of one, having managed the entire tier 3 support workload on multiple occasions by myself while maintaining quality of work and still preforming my Admin Portal product management duties.
  • Lead weekly support and R&D collaboration calls to discuss critical issues, and maintain a working relationship between the departments.
  • Senior agent on the Tier 3 support team who as as a team maintain a 90%+ average quality assurance score.
  • As a support duty manager I act as a key player in critical incidents by keeping internal stakeholders & clients informed of status updates and potential workarounds every 30 minutes. 
Within R&D
  • Contributed to slashing database support requests by 76.9%since 197  through developing featureswithin the Admin Portal that allow support agents to no longer require DBAintervention.
  • Manage business and technology stakeholders to design and execute product and process changes critical internal environment.
  • Completely documented the Admin Portals features into a help site for support and development teams.
  • Lead an agile development team of oneDev and one QE who have completed 164 work items over the past 3 majorreleases, bringing important features to the hands of our internal users.
  • Advocated for the Admin Portals key stakeholders over controversial features, making sure their needs are met.
Student Enrollment Advisor 06/2010 to 12/2010
Meritus University Fredericton, NB
  • Led one on one conversations with potential students regarding why they were interested in attending university, and based on these conversations provided them advise on the types of programs we offered and what would be best suited for them.
  • Through the aforementioned conversations I sold students on the idea of buying into $30,000 3 year university commitments.
Technical Support Agent 10/2008 to 05/2010
Xplornet Internet Services Fredericton, NB
  • Was a top performer in handling advanced technical support for Xplornet's multiple internet platforms.
  • De-escalated situations when irate customers were escalated to me while preforming a floor support role. 
Education
High School Diploma: Jun 2005 Woodstock High School - Woodstock, NB
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Resume Details

This is a real resume for a Senior Technical Analyst & Product Manager in CONCHO, Oklahoma with experience working for such companies as Salesforce Marketing Cloud, Meritus University, Xplornet Internet Services. This is one of the hundreds of Senior Technical Analyst & Product Manager resumes available on our site for free. Use these resumes as templates to get help creating the best Senior Technical Analyst & Product Manager resume.

Previous Companies:

  • Salesforce Marketing Cloud
  • Meritus University
  • Xplornet Internet Services

Previous Job Positions:

  • Senior Technical Analyst & Product Manager
  • Student Enrollment Advisor
  • Technical Support Agent

Schools:

  • Woodstock High School

Level of Education:

  • High School Diploma

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