William “Ian” Holtzclaw

1219 Inman Park Lane, Wilmington, NC. 28403 • 919­370­2956 • ihclaw@gmail.com

OBJECTIVE

Looking for a Salesforce.com Admin/Developer position in any industry where my expertise in

Business Analysis, Software Adminstration and Implementation would be needed. I am also

interested in continuing to grow my Salesforce.com development skills.

SUMMARY OF QUALIFICATIONS

Implementation Consultant with 4 years of Salesforce.com Administration and 3 years of SFDC

visualforce and light apex development, 8 years ITIL certified consultancy within a wide variety of

vertical markets (Education, Healthcare, Government,Finance, DOD, Manufacturing).

● Salesforce skills in creation and optimization of:

○ Cases

○ Workflows

○ Process Builder

○ Visual Flows

○ Reports and Dashboards

○ User Management

○ Custom Objects

○ Formulas

○ Validation Rules

○ Visualforce pages

○ Custom Integrations

○ Customer Portal Administration

○ Customer Portal Re­branding

○ Ecommerce

○ Change Management

○ LMS

○ IVR Integration

● Service Desk Software Administration

○ User Management

○ Ticket Flow Alterations

○ Capturing new business processes

○ Reports/Dashboards

● IVR Administrator

○ User Management

○ Call Flow Alterations

○ Caller Prompt Menu Changes

○ Recording Artist Negotiation and Management

○ Troubleshooting call issues

WORK EXPERIENCE

nCino, Inc . Wilmington, NC

2015 to Present

Implementation Consultant

● Performs Discovery, Business Process Improvement and Full Life Cycle implementations of

Salesforce.com and nCino Loan Originating System app

● Write up of Formal Configuration Spec for Implementation deliverables

● Work with Project Management app to keep Configuration and Validation Tasks up to date

● Mentor junior staff members about SFDC best practices and feature configuration

● Use Mavensmate, Welkin Suite and other IDE’s to support custom code and data migration

projects

● Perform internal trainings on nCino product configuration and best practices.

Parata Systems , Durham, NC

2012 to 2015

Applications Administrator II

● Salesforce.com Administration ­ user management, workflow rules, cases, custom objects,

reports and dashboards, customer/partner portal admin, list views, implementing complex

business processes

● Salesforce Integration ­ DocuSign, Drawloop, NetExam LMS, Ecommerce and internal

databases

● Development ­ SQL Development, Apex Triggers and Classes, Visualforce

● SFDC Tools ­ DBAmp, Apex Dataloader, Jitterbit, Eclipse, Mavensmate, Workbench

● Service Desk Administration and implementation ­ keep up with day to day user

add,modify,delete. Consulting internal customer about their business processes and

capturing those requirements in service desk system. ITIL Foundation v3 Certified

● IVR Administration ­ User Management, call flow changes, troubleshooting general call

issues

● Business Analysis and Project Management ­ documentation of all project work using a mix

of Sharepoint, MS Project, AtTask, OneNote. Creation of Project Plans, requirements

documents, developer spec write­up's, UAT Plans and Scripts.

TechExcel , Chapel Hill, NC

2007 to 2012

Professional Services Engineer

● Pre­Sales Engineering ­ assist sales directors in demo calls and act as sales ops support.

Travel when needed to perform onsite demos for prospects. Attend conferences, interact

with potential customers, answer any technical or process related questions about the

capabilities of the software

● Implementation ­ perform kick­off calls with new customers, requirements gathering and

process consultation, implement requirements via webex or onsite (majority), training the

trainer session, public training session, document software defects and enhancement

requests

● Support ­ answered support calls, acted as Level II support, worked ticketing system to

resolve customer issues, online training and consultation

● User conference ­ develop topics for user conference, create slide decks and hand­outs,

was main ITSM trainer for conference, participate in customer 1 on 1 with product

managers

Mitchell Computer Services , Decatur, AL

2002 to 2007

Lead Technician

● Desktop support ­ email, desktop publishing, website creation and ongoing support, running

network cable, ethernet port termination, AD administration, printers, TIVO repairs,

computer lab setups

● Development ­ created multiple database programs for clients, mainly used as contact

management and professional service hour tracking databases with reports, queries and

forms.

EDUCATION

B.B.A Computer Information Systems , University of North Alabama, Florence, AL May 2002

CIS and Finance Tutor

University Band

COMPUTER SKILLS

Programming

High Skill: SQL,

SOQL,Visualforce,

Applications

Docusign, NetExam

LMS, Drawloop, MS

HTML, CSS,

Novice Skills: Apex,

Javascript, jQuery, Ajax

Office, MS Project, MS

Visio, Adobe Photoshop,

Eclipse, Mavens Mate,

Welkins Suite,

Techexcel Servicewise/

DevSuite/Customerwise,

AtTask, Sharepoint

CERTIFICATIONS

ITIL Foundations (v3) Obtained 10/2011

Salesforce Administrator ADM201 Obtained 09/2014

Salesforce Certified Developer DEV401 Obtained 9/15

REFERENCES

Available upon request