Below are the 6 CRM support specialists and 6 implementation /training specialists with various CRM systems & industry experience. The Thor Group® provides CRM support specialists as well as implementation & training specialists with your CRM systems & industry experience on a consulting, contracting or direct hire basis.

What can a technical support/IT helpdesk specialist with specializations in Zoho CRM, Oracle, and Jira as well as work background in transportation, publishing and broadcasting industries bring to your organization? Technical specializations involve Zoho CRM, Oracle, Jira, Confluence, OpenVPN, Cisco WebEx and GitHub. Educational background includes Bachelor of Arts in Journalism, Psychology minor.

Working with areas such as serving as a sole technician providing technical assistance with computers, softphones, and headsets for 176 call center computer stations, as well as answering incoming calls to nationwide helpdesk were some of the skills brought to the table by this technical support specialist. Duties covered generating and resolving work order/tickets in ZenDesk for individual employee assistance. Serving as system admin with full administrative privileges to create, disable/delete and amend all employee accounts was part of the tasks. Some applications used in daily duties included: Microsoft Active Directory, Google Suite (Jira/Confluence), OpenVPN, Cisco WebEx, MX Admin, GitHub, Zoho CRM, DUO (regular/ mobile) and Frances. Responsibilities consisted of maintaining all IT equipment for call center, including switches and capturing asset numbers for all IT equipment into AssetTiger Inventory Management Application. Tasks involved breaking down and packing all PCs, monitors and other IT equipment for shipping to other locations in preparation for the impending call center closure.

In another job, this individual provided quality technical support service through one-call resolution to establish a long-term customer relationship, accurately responded to questions and assisted customers with product features, installation, setup, troubleshooting and hardware operations. Technical operations were assisted in determining call types, failure trending, and diagnostic improvements to provide a higher level of technical support.

What can a technical / IT support analyst with specializations in MS Dynamics CRM, SAP and HTML, as well as work background in financial services, logistics and software solutions industries bring to your organization? Technical specializations involve MS Dynamics CRM, SAP, HTML, ProSuite, LaserPro, MetaFrame, Citrix and CitrixXenApps. Educational background includes major in Computer Science. This individual obtained a Certification in Citrix Administration.

Working with areas such as providing assistance to multiple departments with Citrix, networking and PC operating systems, as well as Q/A testing, creating FAQ’s, documenting processes and conducting terminal server and Citrix trainings were some of the skills brought to the table by this technical support analyst. Duties covered analyzing and managing Citrix farms, as well as installing and troubleshooting applications/ profiles/ sessions. The full migration to XenApps 6.0 including installation and troubleshooting were some of the tasks. Technical environments worked on included (32 and 64 bit) servers terminal server, MetaFrame, Citrix, Citrix XenApps and MS Dynamics CRM.

Responsibilities covered troubleshooting of virtual server environments with or without Thin client, along with handling recommendations, troubleshooting domain share, group policy, user profile setting, and terminal home directory issues. The registering of DLL files via “Install Mode” for Citrix Terminal Server environments was also completed. Key roles involved designing, configuring, installing and managing Citrix farms to provide session and application virtualization technologies. Vendor support and troubleshooting were provided for security settings and recommendations in support of Citrix Secure Gateway. The installation, troubleshooting programs and environmental issues were completed for the following programs: ProSuite products general systems set up, LaserPro lending; Deposit Pro, Sales Pro, ProSign and Stargate.

What can an IT helpdesk with specialization in Salesforce CRM, with work background in business services, software and construction industries bring to your organization? Technical specializations involve Salesforce CRM, HTML, VMware, Citrix, business analytics and Active Directory. Educational background includes courses in Mass Communications (minor in Psychology) and in Advertising. This individual is a Certified Salesforce.com Administrator and certified in Lean Six Sigma Green Belt.

Primary tasks of this IT helpdesk involved providing technical assistance and support to 500 end-users related to computer systems, networking, telephony, hardware or software, as well as responding to queries, running diagnostic programs, isolating problem, and implementing solutions. Duties covered serving as the first contact of all technology related problems and acting system administrator for Salesforce.com, in addition to managing inventory and purchase of all technical equipment. Creating and managing user accounts were done through Active Directory and Exchange. Key roles covered participating in on-call rotation, triaging/managing ticketing system and escalating tickets when necessary. Support was provided to monthly webinars. This individual maintained Service Level Agreements (SLA).

Responsibilities in another job consisted of delivering as a Software as a Service (SaaS) business model and custom building on the Salesforce.com CRM platform. Tasks involved managing professional to enterprise level accounts to deliver highly involved professional customer service, in addition to creating custom end user experiences by offering unlimited online training sessions via GoToMeeting, creating custom workflows, validation rules and fields based on each specific end user’s business.

Does hiring an IT support engineer who worked in IT, business services and beverage industries match your organization’s requirements? Software proficiency includes Zoho CRM, Meraki MDM and Symantec MDM, as well as TCP/IP, LAN/WAN, DNS, Active Directory, DHCP, WINS, RAS, IPSEC and GPO. Aside from getting A+ certification, the professional is pursuing studies in the entire Network+ and Security+ Suites.

Serving a computer services provider, this IT support engineer provided onsite support for customers in an office and production setting. Part of the job was working independently and without general supervision to support an entire site. Functions included imaging new laptops and other devices for deployment to users in an as needed basis., along with utilizing Skype for Business as a remote support tool.

Other jobs entailed providing remote support or hands on support as needed for users in various professional roles. The individual worked closely with team members to provide support for users with issues ranging from applications issues to full PC reimage. Another position required providing desktop and over the phone support for users in various roles ranging from warehousing, office/administration, and production, while also working closely with team members. This was done to provide support for users with issues ranging from applications issues to full PC reimage. Onsite support was provided in a manufacturing environment.

What opportunities can employing an IT helpdesk specialist with background in financial services, business services and communications industries give your organization? Technical experience involves the use of Zoho CRM, Zoho Assist, Salesforce CRM and SinglePoint. Educational background includes Associate of Applied Science (Computer Network Systems) as well as Bachelor of Science in Data Communications Systems Technology..

In an accounting firm, this IT helpdesk specialist managed and led the technical support helpdesk. On site and remote support were provided to 4 offices in WA, OR, CA for 100+users. Another task was implementing migration from HP ProBook laptops to Dell Precision laptops for 100+ users. Assistance was given to customers with troubleshooting equipment issues via phone and remote assistance was provided using Zoho Assist. Part of the job was documenting technical support tickets via Zendesk.

Responsibilities in another job involved managing and leading the technical support helpdesk. Assistance was given to customers with troubleshooting equipment issues via phone and WebEx. Technical support tickets were documented via Desk.com. The individual logged and tracked inventory in the Salesforce CRM, as well as oversaw the migration to Desk.com as the helpdesk ticket management system. Additional tasks were implementing Ring Central as the VoIP provider for SinglePoint and completing setup and installation of software/ hardware. Assistance was also provided in building the technical support pages for the web site. The job required documenting troubleshooting procedures for placement on the FAQs and self-help links on the web site. The professional was responsible for testing and implementing new third-party devices for use with SinglePoint wireless routers.

Could the future success of your organization be helped by this IT support engineer with work experience in distribution and supplies industries? Professional certifications involve MCSE, CCNA, MCSA, MCP, A+ and NET+. Software/applications expertise consist of Salesforce CRM, Active Directory, Oracle, PC Anywhere and VMware.

The job entailed answering incoming customer questions from both the support line and customer submitted tickets in Salesforce or Desk.com. Serving in a distribution/supplies company as an IT support engineer, created accounts in the portal and in Salesforce, as well as communicated and collaborated across teams and departments to help solve issues. Some of the tasks were replicating and documenting issues for further escalation, as well as providing expert product and web portal knowledge support to clients and to internal sales reps. Moreover, provided and applied upper-level support to customer’s questions and problems.

Supported organizational goals and objectives by troubleshooting problem areas (in person, by telephone, remotely, or via e-mail) in a timely and accurate fashion, and providing end-user assistance where required. In another role for another distribution/supplies company, did general network/system troubleshooting, as well as maintenance and admin Users and GPOs through Active Directory. Also, troubleshot and administered all technical/hardware/software issues at FL, GA, PHL site as needed. Additionally, used experience with Windows 2003 Server, Exchange 2003, MS Office 2003/2007 Professional Suite, MS Office 97, MS Publisher 2000/2003 & 97, Corel Word Perfect & Lotus Word Pro, as well as Adobe Acrobat 6.0-8.0.

Would it be beneficial for your organization to employ a training professional with experience working in computer software, financial services and marketing/advertising industries? Educational attainment is composed of Bachelor of Art in Science/Psychology. Has served as Training Specialist in proprietary systems & procedures using Microsoft Dynamics CRM, Customer Relationship Management (CRM), Salesforce, Siebel, Oracle ERP Financials & Supply Chain, and PeopleSoft HRMS.

Serving in a computer software company as a training professional, developed, designed, and delivered proprietary training program for a customized MS Dynamics web-based reinsurance application at a property/ casualty insurance company. Also, created and designed all training materials and learning modules, as well as worked with Executive Team, Business Analysts and Developers on comprehensive international rollout. Moreover, delivered WebEx trainings for UAT and production along with instructor-led classes. Results were successful rollout/transfer of training curriculum to staff on time and within budget.

As a CRM trainer/instructional designer in a financial services company, learned and trained specialized, comprehensive, proprietary software for planning and testing back up procedures during crisis situations. Key duties were designing training program for 4,000 users, training users, as well as creating and designing all training materials such as manuals, quick reference guides, FAQs and E-learning modules (i.e., Storyline, Captivate, Camtasia, Brainshark, and SnagIt). Furthermore, redesigned training resources website, as well as interfaced with implementation and development team.

What contributions could a training professional who worked in business services, computer software and engineering industries bring to your organization? Has expertise in MS Dynamics CRM projects and Power BI implementations, working side by side with customers and other IT teams, proposing new and better ways to work and increase benefits, productivity and other metrics with this wonderful Microsoft tools. Technical knowledge consists of Microsoft Dynamics CRM and MS Dynamics 365.

Challenges like completing several webinars and live training on MS Dynamics SDK, Power BI+ Dynamics for Marketing and much more, were successfully completed on a regular basis. While working in a business networking company as a trainer, organized more than two 365 Saturday events in different locations, as well as served as the part of the organization team for the Power Platform World Tour, a big event for business professionals.

Shared expertise by working on pre-sales team/ web applications, CRM add-ons, Windows services, WCF Services, MS Dynamics CRM 2013, SQL, analysis and documentation for requirements. Serving in a computer software company as a MS Dynamics CRM consultant, interfaced with legacy systems (plugins, workflow activities), trainings for CRM customers/Train the Trainers, reporting services, UML documents. Acting as a senior CRM Dynamics consultant in an IT services company, worked side by side with sales team to take projects from the pre-sales until the deployment on live environments for each customer. Furthermore, trained people in order to use CRM as a tool to improve their day by day work.

What contributions could an implementation specialist who worked in IT services, software and web development industries bring to your organization? Educational attainment is composed of Bachelor of Science in Commerce, Major in Accounting and Masters in Business Administration. Technical training completed were Oracle CRM On Demand Administration Essentials Class Release14 (2008), Oracle CRM On Demand Advanced Analytics Workshop Release 14 (2008) and Oracle CRM On Demand Data Import Workshop Release. Professional certifications involve Oracle Fusion CRM: Sales Certified Implementation Specialist, Oracle CRM on Demand R16 Administrator Certification and Oracle CRM On Demand R16 Reports Developer/Analytics Certification. Technical skills involve Oracle Sales Cloud Release 4 to 11, Oracle CRM on Demand Release 14 to 17, Oracle/JD Edwards EnterpriseOne CRM 8.9, 8.11 and 9.0, JD Edwards EnterpriseOne Xe, 1.2 and 2.0 CRM (Youcentric), PeopleSoft CRM 8.9 and Onyx Customer Center Version 4.51.

Challenges like implementing products and technologies to meet post-sale customer needs were welcomed and successfully completed on a regular basis. Serving as an implementation specialist in an IT services company, designed, validated and presented Oracle’s software as a service solution to include product concepts and direction. Additionally, specifically developed and implemented software solutions to solve complex technical and business issues. Moreover, provided user requirements definition and transformed functional software requirements into detailed designs.

Shared expertise by managing functional or technical aspects of multiple strategic studies and undertaking large scale, complex strategy and design efforts. Moreover, participated in the preparation of project proposals, developed system and user documentation as well as trained end-users. Additionally, configured products and performed product configurations in addition to executing systems testing before moving to production.

How can a Salesforce trainer with work experience in real estate, IT services and telecommunications industries help your organization? Technical skills involve Salesforce Classic and Lightning CRM, Blackbaud CRM and Skillport LMS.

Working with challenging issues such as supporting the nationwide rollout of Salesforce CRM to Consultants and Customer Care Teams by providing training and support to all staff have vetted this specialist’s work experience. While working as a Salesforce trainer, developed training content (Leader and Participant guides) as well as Quick Reference Guides. Some of the tasks were delivering Salesforce Classic and Lightning training for both Sales and Customer Care associates onsite, as well as webinar and phone, including participating in all planning and strategy sessions for deployment logistics. Moreover, participated in all scheduled meetings with the client to discuss training strategies and status updates, as well as traveled throughout North America to deliver training to all company Consultants and Customer Care Representatives.

With a “can do approach” in the area of developing and delivering Operations New Hire Training. Serving in an IT services company as a customer and operations training specialist, acted as a Salesforce CRM training subject matter expert (SME). Other duties were supporting the User Acceptance Testing team by providing internal training related to release updates, as well as designing and delivering Digital Media operations portal training. Furthermore, provided training to groups of all sizes using multiple delivery methods including platform, video and WebEx net conferencing.

Would hiring an implementation specialist with NetSuite CRM who worked in the financial services industry help meet the needs of your organization? Educational attainment is composed of Bachelor of Science/Master of Science in Accounting. Technical skills include NetSuite OneWorld CRM, Paramount Technologies Workplace, Microsoft Dynamics GP Financials, Microsoft Dynamics GP Inventory and Order Processing, Integration Manager and Microsoft SureStep.

Acting as an implementation specialist in a financial services company, worked on NetSuite CRM implementations and upgrades. Part of the job was to suggest process change to client after reviewing module and posting setup. Also, interviewed client on current processes and how they wish to use the system going forward. Moreover, oversaw Quality Assurance and User Acceptance Testing during implementations and upgrades, as well as managed issues list on web portal during Go-Live stage of implementations and upgrades.

While working for an accounting services company, prepared federal, state and city returns for various corporations and partnerships. Other duties were reviewing and preparing federal, state and city returns for medium to high income individuals. Part of the job was to compile year-end financial statements for various corporations and partnerships. Furthermore, assembled payroll tax packets for various corporations, partnerships and home employees, as well as prepared write up for various corporations and partnerships using QuickBooks.

Would a detail-oriented business analyst/trainer with experience working in IT services, legal services and biotechnology industries fit in your organization? Professional certifications involve ADM201 Certified Salesforce Administrator. This specialist has recognized need for user-based Salesforce training and developed a company to meet that need. Also, developed curriculum and lead study groups for ADM201, ADM301, DEV401, and Sales Cloud Consultant Certifications.

Some accomplishments included working on project related to the Service Cloud- implementing Live Agent, Gainsight application, and flows for implementation on new telephony system. In an IT services company, developed use cases and flows, as well as led SWIRL & JAD sessions. Shared expertise by serving as a senior Salesforce administrator & business analyst in a legal services company documenting the sales process for four companies for the purpose of migrating them all to Salesforce. Other tasks were developing use cases and data flows, developing and integrating new sales as well as marketing processes.

While working in a biotechnology company, worked on business process engineering as it relates to the flow of data and information for corporate acquisition, new product launches, bringing new departments onto Salesforce, developing and executing processes and training. Moreover, provided ongoing support and system administration to quickly fix production issues with Salesforce.com and provide ongoing maintenance.