Hi, I'm Alec Briggs
Salesforce / SaaS Support Analyst.
A technically-skilled SaaS Support Analyst with over 5 years of experience providing support for web-based software, with a specialized focus on Salesforce administration and integrated SaaS applications. Proficient in managing user support, performing data corrections and cleanup projects, and serving as the primary point of contact for third-party IT vendors.
Professional Summary
Excels at daily data reconciliations, reproducing technical issues for bug validation, and supporting the full software development lifecycle (SDLC). Eager to leverage a deep understanding of Salesforce to pursue a formal Salesforce Administrator certification as part of ongoing professional development.
I believe the best support experience is built on a foundation of clear communication, technical curiosity, and a relentless drive to make things work better. I thrive on creating and refining processes, developing documentation, and collaborating with cross-functional teams to build a seamless and supportive user journey.
Skills
My technical expertise is built on a foundation of industry-recognized certifications and practical experience with a wide range of systems and tools.
Salesforce & SaaS Administration
- Salesforce Administration (Data Corrections, User Assistance, Cleanup)
- SaaS Application Management (Okta, Jira, Slack)
- User & License Management
- Cross-App Integration
- Data Reconciliation & Validation
Technical Support & Processes
- Ticketing Systems (Salesforce, Jira)
- Third-Party Vendor Management
- Bug Reproduction & Testing
- SDLC (Agile/Waterfall concepts)
- Process Documentation
Core Competencies
- Analytical & Problem-Solving
- Translating Technical Concepts
- High Attention to Detail
- Task Prioritization
- Client & Internal Communication
Certifications
CompTIA (A+, Network+, Security+)
ITIL® 4 Foundation
Microsoft Azure
AWS Cloud Practitioner
Professional Experience
- Administer a suite of SaaS applications for K-12 institutional clients, managing user access, licenses, and cross-app integrations.
- Serve as the primary point of contact for third-party support tickets with IT vendors and SaaS application help desks, ensuring clear communication and timely resolution.
- Update internal documentation and process guides as needed to reflect new system enhancements.
- Applied strong analytical skills to investigate and resolve complex data discrepancies between internal and third-party systems.
- Performed Salesforce administration duties for over a year, including managing user support tickets, executing data corrections, and participating in data cleanup projects.
- Conducted daily data reconciliations between system reports and Salesforce records, investigating and resolving discrepancies to ensure data integrity.
- Reproduced and documented technical issues to support bug validation and resolution, collaborating closely with technical and operational teams.
- Assisted with the testing of bugs and future enhancements within an Agile/Waterfall SDLC environment.
- Demonstrated accuracy and thoroughness while managing high-volume transactions and multiple areas of responsibility.
Certifications & Education
Certifications
- CompTIA (A+, Network+, Security+)
- ITIL® 4 Foundation
- Microsoft Azure
- AWS Cloud Practitioner
Education
- Bachelor of Science, Information Technology
- Western Governors University
Get In Touch
I'm currently open to new opportunities and collaborations. Whether you have a question or just want to say hi, feel free to reach out directly using the options below.