Juan Diego Caina Penagos Salesforce Admin | Business Analyst | Audio Engineer |

Salesforce Consultant

Links Technology Solutions

Feb 2023 - Current (3 years 5 months)

Working with Builder's Vision

Senior Salesforce Administrator

Pushpay

Aug 2021 - Aug 2022 (1 year 1 month)

Joined a large, established team as a Senior Administrator, to apply Salesforce skills more directly, while working within an agile SLDC environment. • Facilitated Deployment meetings to ensure changes would not impact other teams who rely on Salesforce • Helped translate extensive Workflow Rules & Process Builders to Flow to alleviate migration needs when these features are disabled

Business System Analyst

Headlight

May 2017 - May 2021 (4 years 1 month)

Upon promotion to the new role, focused exclusively on system optimization to drive organizational improvements. Conducted an in-depth analysis of existing tools and processes to identify opportunities to enhance systems and improve workflow. ⦁ Briefed executive team on analysis findings, presented proposed plans and gained acceptance to implement 100% of solutions as recommended. ⦁ Re-engineered Salesforce workflows to support the expansion and training of a sales team which tripled in size in less than 12 months.

IT Manager & Technical Support Specialist / CSM

Headlight

Apr 2015 - Jan 2020 (4 years 10 months)

Managed the overall performance for all hardware, software, and network operations. Provided expert troubleshooting and diagnostics for internal teams and external client issues. Delivered training and deployment support to enhance the customer onboarding experience for new and existing Software as a Service clients. ⦁ Designed customized training decks and deliverables including deployment schedules, workshop materials, FAQs, QRGs, and software user manuals. ⦁ Implemented mobile device management system to maintain inventory of 800+ Apple devices, provisioning payloads and permissions per client specifications.

Help Desk Technician

Service Communications

Apr 2014 - Jan 2015 (10 months)

Provided first-line support for technology firm specializing in IT project management, engineering and installation expertise for voice, data, fiber, wireless, conferencing and cabling systems. Assisted field technicians in completing projects per client guidelines. ⦁ Created customer tickets and managed inventory using Great Plains. ⦁ Configured and deployed Spiceworks ticketing system to manager internal issues.

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Sales, Sr. Technician / Lead Refurbisher | PC Recycle & Repair

PC Recycle

Mar 2013 - Jun 2014 (1 year 4 months)

Diagnosed and repaired customer computers and refurbished recycled computers for in-store sales. Supported an incoming, new management team in reorganizing the store layout to improve efficiency and customer satisfaction. ⦁ Created custom images with Windows Deployment Services (WDS) to streamline refurbishing process. ⦁ Developed company SOPs to document staff processes and serve as a foundation for new hire training

Premium Service Expert

Sony

Jun 2012 - Jan 2013 (8 months)

Diagnosed electronics for software and/or hardware problems and facilitated any repairs necessary. Trained guests in the operation and use of Sony products and supported upsell efforts by attaching service offerings to core products. ⦁ Recognized as the first Premium Service Expert in more than three years to consistently maintain $10,000+ of service revenue per month. ⦁ Devised a call log system for the store to improve customer satisfaction and reduce paper waste.

Sales Associate

Sony

Jun 2011 - Jun 2012 (1 year 1 month)

Greet guests & promote the Sony brand lifestyle while on shift Consult with guests to find the best product that meets their needs Manage floor appearance and set up Top service sales performer

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IT System Administrator (Director)

Law Offices of James A Rainboldt

Jan 2008 - May 2011 (3 years 5 months)

Created and maintained server and suite of 5 computers in a small office network. Ensured hardware and software was current to keep business operations up and running. ⦁ Created an electronic file system to ease retrieval and support data security. ⦁ Facilitated digitization of a considerable volume of old case files to archive.

Juan Diego Caina Penagos

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