Brian Edwards

Washington

Summary

A highly accomplished technical professional with extensive experience in technical account management, customer support, and performance engineering. A proven leader with a track record of resolving the highest severity issues and delivering proactive and responsive engagement to accelerate mission-critical issue resolutions.

Skilled in diagnosing and optimizing slow-performing components within the Salesforce cloud platform, identifying and resolving networking-related issues, and providing technical support and troubleshooting for various hardware, networking, and software products.

Possesses a wide array of technical certifications, including the Salesforce Platform Developer II Certification, Salesforce Platform Developer I Certification, Salesforce.com Administrator Certification, Salesforce.com Advanced Administrator Certification. A team player who collaborates with internal and external teams to mitigate risk, increase customer satisfaction, and maintain high-level customer relationships.

Salesforce

Senior Technical Account Manager
- December, 2022 - Present

• Lead high-value accounts in addressing complex technical issues and developing strategic plans to mitigate risk and increase customer satisfaction.
• Managed large, complex enterprise customers, providing guidance to ensure successful implementation and adoption of Salesforce solutions.
• Partner with R&D and support teams to deliver proactive and responsive engagement that accelerates mission-critical issue resolutions.
• Collaborated with cross-functional teams, including sales, professional services, and development, to deliver customized solutions to meet customer needs.
• Worked closely with customers to understand their unique business requirements and provided recommendations for optimizing their use of Salesforce platform.
• Continuously train in Salesforce Platform and latest technologies to stay current on the latest features and best practices.
• Provided proactive support, resolving technical issues and serving as the primary point of contact for customers.
• Facilitated regular business reviews, presenting insights and best practices to customers to drive adoption and maximize value.

Senior Mission Critical Support Engineer
- February, 2019 - December, 2021

• Salesforce Signature Support Engineering team resolves the highest severity issues for Salesforce's most valuable customers offered through our highest level of support Salesforce has to offer.
• Our team of technical engineers partner with our customers and internal R&D/Support Operations teams, providing proactive engagements to mitigate downtime risk, and responsive engagement to accelerate mission critical issue resolutions.
• Technical Engineers have a continuous focus on training in the Salesforce Platform, including Lightning, Lightning Web Components (LWC), API and more of the latest, cutting edge features Salesforce has to offer.
• Specialized in Networking, Performance and Emerging Technologies. (PET)
• Trained in all Salesforce skill groups to assist the weekend support team.

Networking and Performance Engineer
- July, 2015 - February, 2019

• Troubleshoot and diagnose a wide variety of performance related issues within the Salesforce cloud platform.
• Identify and optimize slow performing Apex components, Visualforce pages, SQL Queries, and API connections with SPLUNK, Workbench, logfiles, and trace files.
• Diagnose networking related issues such as packet loss, redirects, and latency using network monitoring tools such as ThousandEyes, Wireshark, etc.
• Assist clients and monitor instance migrations, ensuring their org and its integrations will not incur any failures post-migration.
• Identify and resolve HTML, CSS, Javscript compatibility problems with browser developer tools.
• Respond to high severity, business-stopping situations while meeting agreed upon service level agreements.
• Trained in all Salesforce skillgroups to assist the weekend support team.

Triage - Mission Critical Success
- July 2013 - July 2015

• Initial point of contact for the highest level of support salesforce has to offer.
• Responsible for the diagnosing and meticulously recording the details of the highest severity cases and notifying the designated mission critical success team for immediate response times and expedited case resolutions.
• Worked a wide array of support cases including reporting, configuration, usage, data management and security. This includes diagnosing and repairing customer orgs by aiding the customers in their security settings with roles, profiles, sharing rules, permission sets and user settings as well as assisted in creating and modifying standard and custom objects, custom fields, Visualforce, workflows, formulas, page layouts, etc.
• Monitored call metrics and distributed resources to meet demand as well as reported on these metrics.
• Responsible for the development of some of the internal processes and training for employees.
• Created and updated internal support processes and case handling guidelines as needed.
• Monitored, diagnosed and resolved customer cases that came in from numerous email support channels as well.
• Proactively monitored performance degradations, upcoming software patches, and service outages in order to notify the customer prior to any incidents.

Yahoo!

Web Hosting Support
- July, 2012 - June, 2013

• Supported Yahoo Small Business Web Hosting, E-mail and Domain products via phone with an emphasis on first call resolutions.
• Displayed strong customer service and communication skills to effectively deal with all levels of client knowledge, interpretation, quickly troubleshoot problems and escalate to second tier when absolutely needed.
• Troubleshoot websites that were built with Yahoo's tools, Adobe Dreamweaver and other custom websites with a variety of different tools including phpMyadmin, log files, and Yahoo Knowledgebase with my background in PHP, MySQL, Joomla and Wordpress. Gained strong SEO experience.
• Helped clients correctly configure and install Yahoo E-mail and Web Hosting products on a wide variety of Operating Systems and mobile devices.

Zones

Account Executive
- July, 2011 - January 2012

• Responsible for the achievement of the sales set by the company.
• Maintained and updated market search and sales reports.
• Prospected and profiled potential clients, building a customer base and account profile with 50-5000 seat companies gaining a strong understand of the different software and hardware utilized.
• Built and maintained relationships with clients and suppliers and forecasting future needs.
• Tuned product knowledge and solved complex needs.
• Acquired VSP5 certification, ASP certifiaction, Symatec certification, Autodesk certification.

Fry's Electronics

Electronic Component Sales
- January, 2003 - January 2004

• Provided technical support/troubleshooting and gave advice over the phone for: Hardware (Motherboards, processors, RAM, power supply etc), Networking, Audio, Video, Telecom, Wire Management, Software.
• Responsible for managing up to five Sales Associates.
• Worked under strict quotas.

Certifications

• Salesforce AI Associate
• Design and Administer an OmniStudio Solution
• Salesforce Service Cloud Consultant
• Salesforce Sales Cloud Consultant
• Salesforce Advanced Developer (Platform Developer II)
• Salesforce Developer (Platform Developer I)
• Salesforce Advanced Administrator
• Salesforce Administrator