Francis Alberto Vargas

Profesional de Tecnología que busca trabajar en Salesforce, Data y Networking.

EXPERIENCE:
Salesforce Administrator/Developer (Revelo / Spinnaker Support), 2022-Current  
- Designed and deployed through CI/CD pipeline with BitBucket, Jenkins, and VS Code with Git version control software development solutions for the renewal and automation of business processes.
- Completed upgrades of automated processes such as workflows into Salesforce Flows throughout the organization, accelerating business features and enhancing data consistency across the business data model.
- Contributed to employee management metrics, enabling/disabling users, and applied business management features such as validation rules, sharing rules, public groups permission settings, etc.
- Managed the access level of internal users through public groups and sharing rules.
- Maintained and supervised Salesforce org resources, such as licenses, self-signed and ca-certificates, and other governor limits.

Salesforce Business Analyst (V2 Strategic Advisors/Chinola Cloud), 2021-2022  
- Compiled business requirements to design user stories that reflected the client’s needs and specifications for business problem-solving and development.  
- Implemented quality assurance best practices to curate and troubleshoot project milestones, deliverables, and features integration.   
- Harnessed Salesforce object management features to customize standard objects and/or create custom objects as needed by project requirements.  
- Harnessed Lightning App Builder tools to customize page layouts, UX design, and visual aesthetics in accordance with client business needs.  
- Leveraged tools such as validation rules, workflow rules, process builder, and flows to automate recurrent tasks, processes, and data correlation in multi-cloud solutions.  
- Integrating Loyalty Management managed package with Marketing Cloud and CDP. Implemented Loyalty Management capabilities, in conjunction with Marketing Cloud and CDP to improve customer experience and promote brand loyalty amount target audiences.  
- Leveraged Experience Cloud, implementing customer support portals customized to target audience segmentation and enabling management support for customer-centric communities.  
- Harnessed Salesforce KCS methodologies through Experience Cloud and Service Cloud for the support of both employees and customers through self-service features.  
- Harnessed Order Management in conjunction with Commerce Cloud and Consumer Good Cloud for Retail, through leveraging flows, process builder, and validation rules as a multi-cloud solution for managing B2B and B2C business models.  
- Implemented Omni-Channel and Service Cloud to improve and automate case management, for both B2B and B2C business models.  

Surveillance Technology Analyst/Salesforce Admin and BA (Sistema Nacional de Atención a Emergencias y Seguridad 9-1-1), 2017-2021  
- Implemented case management methodologies for internal and external L1/L2 IT support.  
- Configured, integrated, and monitored IP surveillance cameras on a nationwide federated platform for the support of civil security operations and assistance to rescue efforts, law enforcement processes, and judicial resources gathering.  
- Maintained and implemented surveillance best practices, reducing data loss and the improvement of recording profiles, optimizing storage usage and recording performance.  
- Harnessed storage policies and implemented periodic data backups, for both incremental and differential methodologies, in centralized administrative repositories.   
- Implemented periodic upgrades to platform management tools to maintain recorded data integrity and availability over specified benchmarks.  
- Proposed and implemented periodic updates and maintenance of licensed software and hardware in accordance with industries' best practices.   
- Harnessed diagnostic tools and troubleshooting best practices to identify, report, and correct recurrent issues in order to reduce the impact on overall platform performance, obtaining between 92% - 95% of uptime streaming channels, above established average ratios.   
- Led team efforts for the implementation of additional tools and complementary projects, such as Smart Maps, Salesforce CRM-based solutions, and mass upgrade of IP camera firmware, without the significant impact of core functionalities and improving overall surveillance platform performance.  
- Designed and implemented technical specifications, terms of reference documentation, and testing parameters for governmental competitive public biddings.  
- Led supervision efforts in the implementation of nationwide projects in support of surveillance efforts.  

Backoffice Analyst (Synergies Corps/First American), 2015-2017  
- Supervised and implemented best practices for documentation support for First American agents throughout the USA, maintaining quality assurance standards.  
- Led team efforts in improving KPI metrics for case management and improved customer support resolution methodologies, such as improving First Call Resolutions, reducing Average Handling Time, and Average Wait Time.  
- Maintained all documentation updated for all First American sales rep agents regarding contracts, invoices, escrows, bonds, etc.

EDUCATION:

- PACE, The University of Winnipeg, Artificial Intelligence and Machine Learning, 2023-Current 
- Escuela de Negocios Europea de Barcelona, Masters in Business Administration, 2019-2022 
- Escuela de Negocios Europea de Barcelona, Masters in Project Management, 2019-2022 
- Pontificia Universidad Católica Madre y Maestra, BSc Networking and Telecommunications, 2006-2016