Idong Nyong

Results-oriented Salesforce System Administrator with nearly 5 years in the IT industry and over 3 years of dedicated expertise in Salesforce Implementation. Adept at leveraging analytical skills to drive operational excellence, foster client relationships, and amplify product knowledge. Specialized in Salesforce administration, CRM implementation, and skilled in harnessing business intelligence for impactful decision-making.

My experience aligns seamlessly with the key requirements of the Salesforce System Administrator role, focusing on performance, security, integrations and reliability.

Salesforce Service Cloud Administrator at Canada Goose (2024-02 – 2025-02)

Project: Service Cloud Voice Implementation with Amazon Connect.

• Implemented and managed Service Cloud Voice functionality, integrating seamless voice interactions within the Salesforce platform, monitoring, and improving key performance metrics related to voice support.
• Managed Service Cloud platform security including roles, profiles, permission sets, sharing rules, flows, and groups to ensure configurations are in line with current standards and security practices.
• Managed operational requests including analysis, data management and troubleshooting platform production issues.
• Maintained and lead changes to the Service Cloud environments such as platform upgrades and release management.
• Worked with business partners, external partners, and end users to improve processes and propose solutions that leverage Service Cloud Voice functionality.
• Coordinated with the internal IT team and external partners to resolve complex problems.
• Evaluated new releases of Service Cloud Voice features to determine functionality requirements and provide detailed information on how changes will apply to all affected departments/users.
• Supported IT governance activities such as quarterly access reviews and audits.
• Acted as backup Administrator for other Salesforce platforms such as Marketing Cloud and Commerce Cloud.

Salesforce System Administrator/ Business Analyst at Manifest & Company Inc. (Salesforce Consulting Partner) (2022-08 – 2024-01)

Project: Salesforce and Docusign Integration for EdTech NDA Onboarding.

• Led the operational day-to-day oversight of the Salesforce Sales and Service Cloud platforms, ensuring alignment with business objectives.
• Developed tailored solution that aligned with the client's needs, industry best practices, and Salesforce standards, increasing the efficiency of the onboarding process by 50%.
• Designed a customer facing community portal to facilitate student onboarding process and gave students ability to download the NDA from their profile.
• Managed Service Cloud platform security, configuring roles, profiles, permission sets, sharing rules, flows, and groups in adherence to current standards and security practices.
• Implemented and managed Service Cloud Voice functionality, integrating seamless voice interactions within Salesforce, monitoring key performance metrics, and continuously improving voice support.
• Led changes to Service Cloud environments, including platform upgrades and release management.
• Collaborated with business partners, external partners, and end users to improve processes, proposing solutions leveraging Service Cloud Voice functionality.
• Demonstrated an innate ability to take ownership and accountability for troubleshooting production issues, engaging proactively in applying long-term solutions.

Salesforce System Administrator at Manifest & Company Inc. (Salesforce Consulting Partner) (2021-07 – 2022-07)

Project: Service Cloud Implementation and Case Management Optimization for a Major Car Dealership

• Collaborated with stakeholders to gather and understand business requirements, ensuring alignment with Salesforce platform capabilities.
• Customized, configured, and maintained Salesforce and related apps to meet organizational needs, including the creation and management of custom objects, fields, record types, and page layouts.
• Developed and maintained automation processes using workflows, process builder, and flows to optimize case management.
• Designed and implemented user-friendly reports and dashboards, providing actionable insights to the sales and management teams.
• Managed user roles, profiles, and permissions to ensure data security and confirmed data quality and integrity through regular data cleansing and deduplication activities.
• Provided UAT training and support to Salesforce users, maximizing their effectiveness.

Salesforce System Administrator/ Business Analyst at S&P Data (2021-01 – 2021-06)

Project: Service Cloud Implementation with a Focus on Service Cloud Voice Solutions for Contact Center

• Led the implementation and optimization of Salesforce Service Cloud for a call center, focusing on case management, omnichannel routing, entitlements, milestones, approval processes and Service Cloud Voice functionality.
• Configured and customized Salesforce Service Cloud to meet company needs, creating custom objects, fields, workflows, and sharing rules
• Coordinated with internal IT team and external partners to resolve complex problems, showcasing effective teamwork and collaboration.
• Managed development, quality assurance, and production environments, facilitating interactions between them.
• Provided training and support to service agents on how to use Salesforce, addressing their needs and concerns.

Bachelor of Commerce – Ryerson University (2015-09 – 2019-06)