Mark Armstrong
Senior Support Engineer @Salesforce
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WORK HISTORY
Senior Support Engineer @Salesforce
London, GB
Provide support to customers who have implemented Salesforce\'s Audience Studio platform (formerly Krux - DMP) and more recently (August 2021), Interaction Studio (formerly Evergage - Real-time Personalization & CDP) on their websites and mobile applications.• Provide support for escalated technical questions and platform / implementation troubleshooting in addition to setting up integrations with third party platforms Google, Facebook, Adobe, Amazon, LiveRamp, as well as various Integrations between Salesforce Marketing Cloud and Core products.• Conducting hands-on diagnosis of technical issues related to data collection methodologies such as: URL parsing, dataLayer, content scraping, SDKs, Javascript, API, ETL.• Owning issues, escalations and driving them to resolution.• Consistently meeting or exceeding issue resolution and other Support performance metrics.• Contributing to the enrichment of Knowledge Base Articles, FAQs and internal and public documentation.• Introduced new support processes to strengthen overall team technical ability and learning development of individuals.• Ensure strong communication and collaboration across all teams relevant to the platform in order to achieve and ensure client success.• Conduct monthly meetings to relay team performance statistics as well as documentation and product updates. • Develop training programs and conduct onboarding sessions for new hires. Educating fellow colleagues within the team as well as clients and partners on new products, related technologies and best practice approaches for their use-cases.
EDUCATION
University of South Wales
BSC (Hons), Software Engineering
SKILLS
ABOUT MARK ARMSTRONG
Over 19 years in the IT industry, working in a diverse range of demanding roles including IT application, hardware and implementation Support, Web and Industrial Design. I am reliable, an excellent communicator, work well with people on all levels and have a Can-Do attitude to meet any requirement.Well organised and attentive to details, adept at prioritising, multi-tasking and meeting tight deadlines in a challenging environment. Proven ability to deliver results, individually or within a team.
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