Collin Rahman

About Collin Rahman

I\'m a passionate and certified admin with hands on Salesforce experience. I am actively engaged in multiple Salesforce communities and groups to increase my Salesforce Knowledge and professional connections. Highlights from my Salesforce experience include managing users access and permissions, building Salesforce reports and team collaboration. I am also experienced in CRM application support and improving end users\' experience.Key Skills• Salesforce Core Clouds: Sales Cloud, Service Cloud, Marketing Cloud, Nonprofit Cloud, Experience Cloud, Financial Services Cloud.• Administration: Lightning Experience, Classic to Lightning migration, objects, record types, page layouts.• User & Security Management: Roles, profiles, permission sets, sharing rules, org-wide defaults.• Automation & Processes: Flows, Process Builder, validation rules, approval processes, workflow rules.• Data Management: Data Loader, ETL tools, large-scale data migration, deduplication, audits.• Reports & Dashboards: Joined reports, dynamic dashboards, executive KPI tracking.• Integrations & AppExchange: DocuSign, Marketing Cloud Connect, third-party apps, API integrations.• Release Management: Sandbox refreshes, deployments, change sets, version control.• Agile Project Delivery: Sprint planning, backlog refinement, user stories, QA/UAT.• End-User Enablement: Training workshops, documentation, adoption strategies.• Governance & Compliance: Audit trail, HIPAA, GDPR, SOX compliance.• Case Management & Omni-Channel Support: Managed case routing and escalation across multiple channels (email, phone, web, and social) to ensure timely resolution and SLA compliance.• Call Center Agent Enablement: Supported 500+ call center agents with customized Lightning layouts, quick actions, and macros to improve case handling efficiency.• Field Service Implementation: Configured Field Service Lightning (FSL) for service technicians, including work order management, mobile access, and scheduling optimization.• SSO & VPN Troubleshooting: Provided Tier 2 support for Single Sign-On (SSO) and VPN access issues, ensuring secure and seamless login experiences for remote users.• Automation & Flows: Built record-triggered flows and approval processes to reduce manual data entry and streamline service operations.• Knowledge Base & Self-Service: Created and maintained knowledge articles and help center content to empower customers and reduce support ticket volume.• Training & Adoption: Delivered training workshops and created adoption playbooks for Service Cloud users across departments.

Experience

1. Lead Salesforce Administrator Dev Lead First Day Foundation Remote, Fl

   BCFS Health & Human Services

   May 2023 — Present · San Antonio, TX, US

   Configure Salesforce Lightning with Sales, Service, and Nonprofit Cloud objects and automation.• Built approval processes and record-triggered flows reducing manual entry by 30%.• Designed dashboards for Advancement, Finance, and Development teams.• Implemented end-to-end CI/CD pipelines for Salesforce deployments using Jenkins, Git, and Salesforce DX, reducing manual release effort by 40%. • Integrated AppExchange solutions for donor management and event tracking.• Managed sandbox environments, deployments, and UAT cycles for all Salesforce Clouds.• Created adoption playbooks and trained end-users across multiple departments.

Education

• Florida International University

  Computer and Information Sciences and Support Services

  2015 — 2019

Skills

• Microsoft Word
• Help Desk Support
• Customer Service
• Windows 7
• Desktop Computers
• Windows
• Wireless Networking
• Project Management
• System Administration
• Norton Ghost
• Hyper-V
• Technical Support
• Business Analysis
• Networking
• Norton Internet Security
• Remote Desktop
• Troubleshooting
• Computer Hardware
• Service Desk
• Desktop Application Support
• Desktop Administration
• Linux
• Active Directory
• Windows Server
• Hardware
• Leadership
• Desktop Deployment
• Logmein
• Strategic Planning
• Budgets
• Windows 8
• Microsoft Office