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PROFESSIONAL
SUMMARY
PROFESSIONAL
EXPERIENCE
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Daniel L Hefley
315 Lattingtown Lane, Grandcity Park, CM 75021
902-559-7727, daniel05@gmail.com
PROFESSIONAL
SUMMARY
A results-driven
professional with extensive experience in CRM administration, technical support
and quality assurance seeking a key role as a technical expert with a growing,
well-managed organization. A
professional eager to apply proven skills and results from a comprehensive
career in technical support, custom applications and software administration.
l Implemented quality
assurance programs for web-based applications, products and smart phone apps
ensuring product quality.
l Administered a Customer
Relations Management (CRM) database with an in-house FileMaker Pro solution.
l Managed a transition project
to migrate an in-house CRM to the enterprise version of Salesforce.
l Developed custom apps,
objects and fields in Salesforce to align with business processes and
procedures.
l Tested and modified code
for mobile products to ensure proper PPP connection to wireless networks in the
field.
l Collaborated on high level
application design to improve business efficiency for our customers and
increase ROI.
l Developed analysis tools
using Excel and embedded SQL queries to enabled proactive customer support.
l Launched and managed
programs to identify, quantify and reduce sources of subscriber churn.
l Patent holder and author
of the original provisional filing for patent number 6,510,381, adding
intellectual property value.
l Designed wireless data
networks and managed projects for public safety and utility agencies from
concept to final acceptance.
PROFESSIONAL
EXPERIENCE
Salesforce Administrator/Partner January 2012 - Present
RGA Solutions, Woodland Park, Colorado
A Salesforce.com® Partner and provider of administration
services for Salesforce (Certification No. 858752) with over a year of
experience deploying and administering the enterprise edition of
Salesforce. Work experience includes
implementation and administration of custom apps, objects and fields within
SaleForce as well as deployment of validation, assignment, escalation and
work-flow rules to automate sales and service processes. Additional Salesforce experience includes but
is not limited to:
l Importing and exporting data to/from
standard and custom objects in Salesforce using the Apex Data Loader.
l Deployment and administration of the
self-service portal available from Salesforce.
l Customization of roles, profiles and
sharing rules to accommodate access and security requirements.
l Customization of reports and dashboards to
meet the analysis needs of management, sales and service.
l Day-to-day end user support including
training, addressing access issues and setting up audit trails.
l Integration with Outlook email.
RF Network Supervisor March 2011 – December 2011
Landis+Gyr, Colorado Springs, Colorado
A manufacturer and
service provider for smart-grid technologies focused on Advanced Meter Reading
(AMR) systems in the 900 MHz band.
Managed a team of technicians responsible for the AMR system that read
the water, gas and electric meters in the Colorado Springs area. The wireless
network collected meter data using multiple, micro-cell devices linked to
larger cell sites called Take Out Points with back-haul connections to a
Network Operation Center or NOC.
Responsibilities
within the Radio Frequency (RF) department:
l Supported operations of micro-cell devices
and main collection points to ensure contractual compliance with the utility
customer.
l Analyzed network issues and wireless
devices within the system ensuring reliable communication with the NOC.
l Managed software upgrade projects for field
devices in close collaboration with the utility and support personnel at the
NOC.
l Provided training for RF technicians and
customer personnel on the use of software applications critical to network
maintenance.
l Submitted weekly and monthly reports to the
utility on network status, performance and Preventive Maintenance (PM)
activities.
l Held weekly status meetings with RF technicians
to discuss network performance, PM activities and upcoming assignments.
l Developed and submitted RF surveys to the
utility for network expansion.
l Developed and submitted material quotes to
the utility for network equipment or additional parts.
l Completed job observations for tasks
associated with RF technicians to comply with ISO and OSHA standards.
l Resolved equipment issues with network
devices from service investigation orders submitted by the utility.
Support
Services Director March 1999 – September 2010
iTRAK Corporation, Woodland Park, Colorado
An Application
Service Provider (ASP) focused on internet-based applications and GPS tracking
solutions for a broad range of markets including commercial and government
based agencies. Managed quality
assurance and technical support department operations. Collaborated with engineering, sales and
administration to meet customer requirements, maintain customer satisfaction
and ensure a high level of quality for all products and services.
Responsibilities
within the support department:
l Deployed and administered the enterprise
instance of Salesforce for the support and sales departments.
l Setup custom objects, fields and page
layouts to accommodate support and service operations.
l Developed validation, escalation,
assignment and workflow rules to automate sales and support processes.
l Managed incoming calls and emails from Tier
1 to Tier 3 support levels ensuring satisfactory time to resolution.
l Collaborated with hardware vendors to
address product issues with wireless modems (Motorola, Enfora, Anydata, AirLink
and CalAmp) and GPS based products (Garmin and MTK).
l Assisted wireless carrier analysts to
isolate and identify system or device issues for various Radio Frequency (RF)
systems and infrastructures including iDEN, GSM/GPRS and CDMA networks.
l Tested and submitted GPS-based applications
on smart phones (Motorola and BlackBerry models) for certification and
deployment on wireless carrier networks.
l Provided training and remote support for customers
using GoToMeeting and GoToAssist applications.
Engineering
support, product development and quality assurance responsibilities.
l
Managed
quality assurance and testing for new products and applications using network
analyzers, database analysis tools and serial port analyzers to ensure
compliance with all specifications for web-based applications and mobile
products.
l
Tested
and modified software for the iTRAK device to ensure operation with wireless
networks and a variety of wireless devices.
l
Worked
on high level application design for mobile and web-based applications to meet
new customer requirements.
l
Developed
and modeled new vehicle reports using MS Excel with embedded SQL queries
allowing for customer review and feedback prior to development in .NET.
l
Managed
and worked with 3rd party vendors and developers to integrate
iTRAK's location data with their applications using the iTRAK API and hosted
SQL database.
l
Wrote
user guides for new products and applications using MS Word and drafted
installation diagrams using MS Visio.
l
Assisted
engineering in diagnosing Network Operation Center (NOC) issues for a cluster
of seven web servers.
Support for the
sales department:
l
Managed
post sales training and account administration enabling sales to focus on new
prospects.
l
Advised
sales executives and customers on development and deployment of solutions for
their business.
l
Assisted
sales team on bids and proposals for larger sales prospects and to develop a
road map for new services and products.
Systems Engineer and Project Manager April 1992 – February 1999
Coded Communications, Carlsbad, California
A manufacturer of
wireless data products and a systems integrator focused on public safety and
public utility markets. Designed wireless
data networks for public safety and public utility agencies using Coded
Communications products that utilized 4800/9600 baud modem technology. Design, deployment and management work
included:
l
Assignment
as systems engineer and later the project manager for one of Coded's largest
clients, Monroe County in Rochester,
NY. The Monroe County system was
a complete solution consisting of: 500+ mobile units; Motorola RF equipment in
the 800 MHz band; Coded's 9600 baud modem technology; and nine tower sites strategically
located throughout the County.
l
Coverage,
loading and link budget analysis for private RF systems to maximize wireless
network performance for systems that supported messaging, records management
and other data applications utilized in a vehicle.
l
Collaboration
with engineering on the design of 4800/9600 baud modem technology to improve
performance and reliability.
l
Development
of loading analysis package using Excel and modem packet structures to
determine system throughput and respond to loading requirements specified in
Request For Proposals (RFP) from public safety and utility agencies.
l
Utilization
of coverage analysis programs to determine wireless system coverage based on RF
channels and modem performance. Creation
of coverage maps to show compliance for wireless coverage specified in RFPs
from public agencies.
l
Setup
and test of wireless systems to simulate network loads and evaluate performance
of hardware and software under simulated loading conditions.
l
Management
of system deployment for wireless networks at customer locations with oversight
for installation, training and initial test of system components and
interfaces.
l
Management
of live system tests to assess wireless network performance (loading, coverage
and system interfaces) to conform with contractual requirements.
l
Project
management responsibilities from the initial RFP response to final sign off by
the public agency included; implementation of project tasks, meetings with
agency management, system deployment based on project time lines and compliance
of contractual requirements and specifications.
Systems Engineer August 1989 – April 1992
Kustom Electronics, Prairie Village, Kansas
Designed wireless
data networks for public safety and public utility agencies using 1300/4800
baud modems and data terminals. The wireless system designs integrated Kustom's
modem technology with conventional RF networks in the UHF and 800 MHz bands as
well as trunking systems like GMARC, LTR and EDACS. Design and development work included:
l
Assignment
as systems engineer in charge of deploying 1300 baud modem technology over the
GE, GMARC system for one of Kustom's largest customers, the General Electric
Appliance division.
l
Work
with project management to ensure customer requirements were met based on bid
specifications.
l
Site
installation, deployment and testing of the wireless network at customer
locations ensuring compliance and final acceptance by the agency.
l
Collaboration
with engineering on modem design for various wireless networks and RF equipment
resulting in design changes that improved system performance.
Technical Service Representative January 1987 – August 1989
Gateway Communications, Lenexa, Kansas
A wireless systems
provider consisting of a General Electric GMARC system with 50+ RF sites
throughout MO, KS, OK and TX. My
responsibilities included site installation, maintenance and troubleshooting of
the wireless system that employed RF channels in the 806-869 MHz range. Used communications analyzers (IFR), watt
meters (Bird), oscilloscopes and schematics to isolate system issues, RF
interference or other component problems.
 |
EDUCATION/SKILLS
 |
Bachelor of Science – Electronics
Engineering Technology
DeVry Institute of Technology, Kansas City,
Missouri
Broad range of
classes and hands on laboratory with a focus on electronic circuit design using
Intel microprocessors.
Skills
Excellent
communication, presentation, computer and analytic skills. Proficient using Windows OS, Browsers, MS
Word, Excel, Project, PowerPoint, Visio, Outlook, SQL Manager, FileMaker Pro
and Salesforce CRM. Skilled in the use
of Oscilloscopes, Communications Analyzers, Meters and Protocol Analyzers
(Ethernet and Serial interfaces).
Certified Salesforce Administrator (No.
858752)
PMP Certification in progress
Currently working
on my Project Management Professional (PMP) certification through an online
course offered by Boston University.
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