Ali Mroue

• Contribute to the implementation and support of Salesforce Case Management across multiple TD Bank business lines, ensuring smooth adoption, assisting teams with setup, troubleshooting, and system navigation. • Deliver in-branch and remote training to TD associates, guiding them through new processes, features, and workflows within Salesforce. • Collaborate with Salesforce Administrator to enhance Case Management functionality through user feedback, interface optimization, and configuration adjustments. • Provide frontline support and real-time assistance during go-live, acting as a key liaison between end users and the technical project team. • Provide Tier 1 and Tier 2 technical support for Salesforce Case Management, resolving system issues and access errors to ensure smooth daily operations. • Identify and escalate bugs, UI/UX pain points, and workflow limitations to the admin and development teams for resolution. • Create and maintain documentation, quick guides, and FAQ resources for end-users on Salesforce navigation and troubleshooting steps.

Troubleshot software and hardware issues, coordinating repairs with service providers. Managed user accounts, ensuring secure access to servers and file systems. Implemented new troubleshooting processes, boosting efficiency and reducing costs. Logged and tracked user issues using ticketing system, while monitoring system performance to preemptively address potential issues.

Efficiently managed help desk requests, including troubleshooting hardware issues, coordinating repairs, and promptly resolving user inquiries via phone calls and e-mail. Installed and repaired hardware, software, and peripheral equipment, ensuring optimal functionality and performance. Contributed to infrastructure planning and deployment, aligning with organizational expectations and technological advancements.