Steven Liu
Surrey,Canada
Summary
Dedicated and certified Salesforce Administrator in managing and optimizing Salesforce instances with 7 years of technical support experience helping clients maintain smooth operations. Seeking to contribute my expertise to Salesforce environment and drive process improvements and automation.
Overview
10
10
years of professional experience
Work History
Salesforce Administrator
Norsat International Inc.
01.2019 - 02.2023
- Administered Salesforce instances, user account management, object and record authorization including profiles, permission sets and sharing rules
- Customized objects and fields setup in Case management
- Automated the case management by Web to case, email to case and auto assignment rules in Salesforce environment.
- Created and optimized reports and dashboards for case management
- Utilized Rapidi for data integration between NAV and Case management
- Designed support email templates and implemented workflows to update shipping information and customer survey when RMA and support cases were closed.
Technical Support Engineer
Norsat International Inc.
01.2016 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Traveled with sales persons on customer site visits to respond to specific technical questions.
- Liaison between Engineering, Sales and the customer to lead troubleshooting actions for various product issues
- Process RMA return and technical support in Salesforce
- Helped streamline repair processes and update procedures for support action consistency.
- Designed tailored engineering solutions for customers based upon key requirements.
- Managed RMA and Support cases in Salesforce
- Created KPI report and dashboard in Salesforce for the customer service.
Test Engineer
Norsat International Inc.
01.2014 - 01.2016
- Review the specification of the customized product according to the requirement from the customer
- Test customized product and collect the measurement to qualify the performance of product
- Created comprehensive test plans, test scripts, and use cases to support testing objectives.
- Helped setup and maintain RF ATE test equipment.
- Trained and mentored junior engineers, providing guidance and direction.
Education
Associate of Applied Science - MEng. Electrical Engineering
Chung-Cheng Institute of Technology
Tao-Yuan City, TaiwanSkills
- Critical Thinking
- Problem-Solving Expertise
- Compassionate Customer Support
- Technical Troubleshooting
- Teamwork and Collaboration
References
References are available on request
Certification
- Certified Salesforce Administrator Certificate
- Google IT Support Certificate
Timeline
Salesforce Administrator
Norsat International Inc.
01.2019 - 02.2023
Technical Support Engineer
Norsat International Inc.
01.2016 - Current
Test Engineer
Norsat International Inc.
01.2014 - 01.2016
Associate of Applied Science - MEng. Electrical Engineering
Chung-Cheng Institute of Technology
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