Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Extracurricular
Generic
Joemar Garcia Gundran

Joemar Garcia Gundran

Manila, Metro Manila

Summary

Results-driven Salesforce System Administrator with over 5 years of expertise in configuration, implementation, and customer care. Proficient in leveraging standard Salesforce functionalities, automations, and best practices to enhance administration and security protocols. Highly organized and detail-oriented, with a strong ability to optimize Salesforce environments and maintain essential components for seamless operations. Experienced in utilizing SDocs for third-party integration, streamlining the generation of contracts and documents to improve workflow efficiency.

Overview

10
10
years of professional experience
4
4
Certification

Work History

Salesforce System Administrator

Institutional Shareholder Services Inc.
03.2024 - Current
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Drove continuous improvement of IT governance processes.
  • Worked with users to determine areas of technology in need of improved usability.
  • Completed reports detailing network and systems performance and downtime issues.
  • Handle backend coding for contract generating integration such as SDocs.
  • Set up and controlled user access levels across databases to protect important data.
  • Conducted tests to identify issues and make necessary modifications.
  • Validation rules and Flows.
  • Managed onboarding and offboarding of employees.
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
  • Worked well in a team setting, providing support and guidance.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Customer Service Representative

Cognizant Technology Solutions, CTS
02.2023 - 02.2024
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Salesforce System Administrator

Cognizant Tech Solutions
06.2018 - 12.2022
  • Salesforce technical support that handle issues/request submitted through help and training portal for all Salesforce users around the world.
  • Senior support that assist engineers in completing task/request for customers.
  • Efficient and fast relay of resolutions or workarounds to complete cases/assignments.
  • Troubleshooting issues related to the standard functionalities of salesforce.
  • Deliver exceptional customer satisfaction.
  • Quick and Easy to understand resolution to prevent reoccurring issues.

Customer Service Representative

Cognizant Tech Solutions
02.2017 - 01.2018
  • Customer service representative for Universal Bank of Switzerland that Handles technical support such as remote connections, Security arrangements and technical assistance.
  • Received calls from UBS employees related to their concerns about their user accounts, passwords and connectivity within UBS
  • Fast and friendly communications with clients.
  • Responded to customer requests for products, services, and company information.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Production Operator

Asurion
02.2016 - 01.2017
  • Production Operator that handles ULTRA Sonic Cleaning. This is related in cleaning motherboards of Cellphones and Computers.
  • Handling USC machine or Ultra Sonic Cleaning machine that removes dirt, grime and rust within a motherboard.
  • Clean and reusable motherboards for refurbished phones and computers
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Paid attention to detail while completing assignments.
  • Strengthened communication skills through regular interactions with others.

Education

Bachelor of Science - Computer Science

Don Mariano Marcos Memorial State University
Agoo La Union, Philippines
03-2016

Skills

  • Core Admin configurations
  • Implementations
  • Flows
  • Business analysis
  • Security management
  • Dashboard creation
  • Report building
  • Data management
  • End user support
  • Technical support
  • Offboarding and onboarding
  • Diagnosing issues
  • Incident management

Certification

  • Salesforce Certified Administrator

Credential ID: 18974675

Issued Aug 2018- No expiration date

  • Salesforce Certified Advance Administrator

Credential ID: 19003931

Issued Aug 2019- No expiration date

  • Salesforce Certified Platform App Builder Certification
  • Salesforce Certified AI Associate

Issued Jan 2025- No expiration date


https://www.salesforce.com/trailblazer/jgundran

Timeline

Salesforce System Administrator

Institutional Shareholder Services Inc.
03.2024 - Current

Customer Service Representative

Cognizant Technology Solutions, CTS
02.2023 - 02.2024

Salesforce System Administrator

Cognizant Tech Solutions
06.2018 - 12.2022

Customer Service Representative

Cognizant Tech Solutions
02.2017 - 01.2018

Production Operator

Asurion
02.2016 - 01.2017

Bachelor of Science - Computer Science

Don Mariano Marcos Memorial State University

Extracurricular

Music festivals and Band performance

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Joemar Garcia Gundran