Donovan Etchison

Sr Salesforce Administrator @Marathon Health

Indianapolis, US

SOLUTIONS & PLATFORM OPTIMIZATION• Hired as solo-Admin supporting Sales, Account Management, Operations, Marketing, Legal, and Customer Service• Experience in multiple M & As–now collaborate with Product Owners, Developers, QA & cross-functional stakeholders• Led NetSuite metadata and record migration during company merger, ensuring data integrity• Build client Account reporting, adoption dashboards, and implement PHI data best practices• Identify workflow inefficiencies, manage SLAs, resolve support tickets, and deliver scalable solutions- Salesforce Knowledge implementation - 8x8 telephony integration - Contact Role best practices - Account Ownership architecture improvements - Declarative automation in Flow Builder - APEX code, test classes, deployments - Custom Provider Photo Upload tool (LWC + AWS S3)- Field Service Flow routing Cases to MarketingPLATFORM HEALTH, SECURITY & COMPLIANCE• Oversee sandbox management and enterprise-wide refreshes involving EDW, EHR, and custom portals• Monitor platform health and performance• Manage Installed Packages, Custom & Connected Apps• Lead SOC2 certification efforts; support HIPAA and PHI compliance• Develop access matrix aligning roles with provisioning, permissions, and licenses• Enforce SSO, MFA, and least-privilege access• Monitor release notes and platform alerts to prevent disruptionsPROJECT & CHANGE MANAGEMENT• Lead projects through full lifecycle: requirements, sprint planning, development, QA/UAT, CAB approval, documentation, release, and training.• Deliver key initiatives- Omni-Channel implementation for Customer Service - Service Recovery Flow for Clinical Leadership & Account Management - Account Approval process• Collaborate with stakeholders across company to gather/refine requirements, estimate user stories, groom backlog, and align with roadmap

Bowling Green State University

Bachelor of Science in Education and Human Development