Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

Ibby Magdalene Lawson

Birmingham

Summary

A certified Salesforce Administrator x2 with 8 years of experience. Expertise includes advanced configuration, process automation, data integrity, and user training, ensuring seamless integration and enhanced functionality across all organizational levels. Adept at collaborating with cross-functional teams, leverages a deep understanding of Salesforce capabilities to drive business solutions that improve efficiency, boost productivity, and support strategic objectives. A proactive approach to problem-solving and continuous improvement has consistently delivered measurable results.

Overview

14
14
years of professional experience
1
1
Certification

Work history

IT Support Salesforce

Mobility Bathroom Group
09.2024 - 10.2024
  • Facilitated user authentication by performing password resets and account recovery using identity management tools
  • Provisioned and configured user accounts for new starters, ensuring appropriate access control and role-based permissions in line with security policies
  • Delivered advanced troubleshooting and resolution for Salesforce-related technical issues, including workflow, automation, and integration challenges
  • Utilized the helpdesk system to log, prioritize, and manage support tickets, ensuring SLAs were met and detailed technical updates were provided to end-users
  • Documented support cases, technical resolutions, and knowledge base articles to maintain comprehensive operational records and promote knowledge sharing
  • Escalated unresolved or complex incidents to second-line support or relevant technical teams, including networking, infrastructure, or application specialists
  • Applied ITIL best practices to deliver high-quality technical support, ensuring efficient, professional, and customer-focused service delivery.

Salesforce NPSP Administrator

FareShare
04.2023 - 05.2024
  • Leading Salesforce Consultant for Website integration project, SSO and MFA
  • Managed user permissions and access to Salesforce data Enabled Multi-Factor Authentication (MFA) & (SSO)
  • Took ownership of the Salesforce system and ensured its optimal performance
  • Worked with third-party vendors to integrate Salesforce with other systems GLADYS, BOOMI, ENTHUSE
  • Troubleshooted and resolved issues related to the Salesforce system
  • Created and maintained system documentation and user manuals - XML Permission set properties, MFA setup guides, SQL Query help sheet, Project requirement gathering
  • Trained end users on Salesforce functionality and best practices Mass data uploads, validations rules, shared account and Salesforce Access, Data integrity
  • Participated in ongoing system improvement projects -advised on Salesforce new features- Hyperforce Assistant, API retirement.

Salesforce Dev Ops Administrator

CAFOD
10.2023 - 02.2024
  • My responsibilities included overseeing the Release Management Process to facilitate controlled delivery of system changes and benefits within both Salesforce and Jira environments
  • Implemented best practices in software development processes, serving as a proficient administrator for both platforms
  • This involved designing process flows, providing comprehensive training, and managing workflow to support source code control procedures
  • Additionally, handling administration and reporting tasks related to test release status, risks, and budgets within both Salesforce and Jira.

Salesforce PO (Technical Delivery Manager)

BT (British Telecom)
11.2022 - 03.2023
  • Managing Salesforce focused agile sprints for existing systems, enabling change whilst keeping trading reliability intact
  • Working with Ops/Support to fix Salesforce related bugs or operational requests
  • Acting as Technical Product Owner for an offshore development team, holding responsibility for: Quality; Velocity of development; Timescales; Development Efficiency; Communication; Reporting and Deployment
  • Ensuring Development is stable, scalable, and simple to maintain with the Ops/Support squad
  • Working closely with the Salesforce Technical Product Owner to align agile and dev cycle processes
  • Highlight requirements for resource capacity and/or capability within service delivery partners
  • Inputting into recommended process capability designs within Salesforce and document generation tools
  • Report on performance using data and be able to present information to a non-technical audience.

Salesforce Ops Manager

Vitol Foundation
07.2022 - 09.2022
  • Core responsibility was Managing Salesforce NPSP and maintenance of the AMP Impact, coupled with managing relationship with Vendor Partner Vera who designed and deployed ‘AMP Impact’ a Grants managed package
  • Core duties were translating technical requirements to Vera, Testing, and working collaboratively to fix bugs, automations and flows
  • Service desk responsibly of 1st & 2nd support to end users
  • First point of contact for all Hardware and Salesforce NSPS related issues
  • Responsible for Break/fix instructions and data access for NSPS Data cleaning and maintenance
  • Report and dashboard generation
  • Coordinated improvements to system in line with evolving business requirements and processes
  • Managed service level contracts for third party service providers
  • Provided direct support and troubleshooting to all Salesforce users on an ad hoc basis.

Salesforce Consultant

Zero Avia
01.2022 - 07.2022
  • Responsible for Upgrading System Software and ensuring Hardware compatibility
  • Defined enterprise processes and best practices and tailored enterprise processes for applications
  • Participated in system development life cycle from requirements analysis through system implementation
  • Consulting clients B2B on Business Processes, End User Training and Salesforce Administration
  • Managed use of various types of databases and configured, installed and upgraded new ones.

Database Administrator

KPMG
08.2021 - 12.2021
  • Supported the transfer of candidate and requisition Data
  • Reviewed daily reports to ensure accuracy of data input
  • Administered, supported and monitored databases by proactively resolving database issues and maintaining servers
  • Ensured confidentiality of information by keeping confidential data private and secure
  • Followed policies and procedures outlined as part of the project.

Data Quality Assistant (Salesforce)

Groundwork
06.2021 - 08.2021
  • Determined root cause of data quality errors and recommended long term solutions
  • Evaluated large datasets for quality and accuracy
  • Prepared variety of different written communications, reports and documents
  • Optimized data collection procedures and generated reports on a weekly basis using Table and Dashboards reporting on Salesforce
  • Offered friendly and efficient service to all Grantees, handled challenging situations with ease.

Project Assistant (Database Excel)

School Of African Oriental Studies
05.2021 - 06.2021
  • Produced letters and memoranda to inform stakeholders of business decisions
  • Created and updated records and files to maintain document compliance
  • Tracked project changes in system with detailed notes to help stakeholders access and analyze key information
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations
  • Successfully interpreted data on MS Excel using formulas in order to draw conclusions for managerial action and strategy.

CRM Project Officer (Salesforce MS Dynamics)

Institute Of Fundraising
03.2021 - 05.2021
  • Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues
  • Created patches and solutions to fix bugs in existing applications
  • Working closely with staff to identify issues with current processes
  • Assisting the Business Improvement Lead in producing work flows
  • Supporting the Business Improvement Lead to identify requirements for key projects
  • Creating training user documentation
  • Testing new processes and providing feedback
  • Attending meetings with the Business Improvement Lead as required.

Salesforce Administrator

Holocaust Memorial Day Trust
12.2020 - 02.2021
  • Trained end users on data integrity and data management for complete and more accurate interpretation of reports
  • Developed training materials on best practices on NPSP, conducted trainings and workshops to ensure staff competency and adherence to data management policies
  • Utilized Donor management to track recurring donations and one off donations
  • This also helped to track pledged donations and provide accurate reporting on the status and types of donations
  • Leveraged campaign management to track marketing and fundraising activities and grouped both individuals and organizations for easy tracking of campaign and marketing efforts
  • This helped to compare HMDT campaign efforts against the rewards derived from such campaigns
  • Collaborated with development and communications teams to segment donor lists and tailored messaging for different audiences
  • This helped to track donors’ responses and determined whether they had donated or bought tickets for HMD day
  • Created custom reports to inform decision-making and identify opportunities for donor cultivation and stewardship
  • Provided insights on donor giving patterns, campaign effectiveness, and overall fundraising performance to the development team and leadership.

Salesforce Administrator

Groundwork
08.2020 - 11.2020
  • My role as Salesforce Data Administrator was to assist the Delivery team to provide accurate Data for the NCS Project, and to manage the Opportunities workflows- all while adhering to compliance and GDPR guidelines
  • Reporting- Creating reports and dashboards to capture crucial information and on each project ahead of internal meetings used for company Stats
  • Data Management- importing records of new opportunities with the use of Data Loader, updating existing records, and mass deletion of contacts
  • Data Management- Merging duplicate contacts and cloning
  • Implemented BI solution framework for business intelligence projects
  • Used coordination and planning skills to achieve results according to schedule.

Salesforce Administrator

Society Of Trust & Estate Practitioners
01.2020 - 03.2020
  • My role as Salesforce Administrator was to assist the Senior Salesforce Administrator with the daily running of the CRM to ensure all organizational needs are met, and thus reflected on the CRM
  • Objects and Fields -Adding objects and fields to reflect the organizations new STEP qualifications; creating Look up Master details for a seamless use for all users
  • Reporting- Creating reports and dashboards to capture crucial information on members ahead of internal meetings used for company Stats
  • User Management- Creating Users for members of staff and setting up profiles and permissions rules
  • User Management-Resetting passwords for STEP external users when prompted
  • Data Management- importing records of new STEP members with the use of Data Loader, updating existing records, and mass deletion of contacts
  • Data Management- Merging duplicate contacts
  • Workflows- Updating Workflows Approvals and Approvers in Managers absence
  • E-mail Cloud Marketing- Managing E-mail subscription and templates to communicate with STEP members using Marketing Studio
  • E-mail Cloud Marketing-Tracking E-mail Journeys to relay information at meetings
  • Administered, supported and monitored databases by proactively resolving database issues and maintaining servers
  • Adhered to set schedules to test databases for flaws and reduce downtime.

Project Technical Clerk

Genesis Oil And Gas
09.2019 - 12.2019
  • Responsible for providing Project support to the Project Team to ensure project is within scope and agreed timeframes
  • Project Support responsibilities includes coordinated and managed day to day project team activities through the use of an action log ensuring updates were received at weekly meetings
  • Produced monthly/exception reports for Project Engineer and Project Manager
  • Responsible for the design and implementation of efficient and effective project management documentation and controls adhering to PRINCE2 methodologies
  • Drove operational improvements which resulted in savings and improved profit margins
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.

Project Management Administrator

Young Women's Trust
01.2019 - 03.2019
  • Oversaw a smooth running of the 'WorkItOut' campaign responsible for dealing with the service from inception to execution
  • Handled the administration of YWT's client services; monitoring client records, managing client databases and ensuring all records are accurate and up to date
  • Maintained regular contact with the Work It Out coaches and external volunteers to provide administrative and technical support where required
  • Supported the planning and delivery of outreach activities; undertook and recorded evaluation activities for YWT client services
  • Assisted with research and development of new administrative systems for individual service functions and the services team as a whole
  • Produced qualitative and quantitative reports relating to client service activity
  • Updated operational methods and oversaw accounting procedures for improved efficiency
  • Maintained clear communication with precise technical writing to document and inform critical processes.

Project Management Officer

Morgan Stanley
01.2018 - 04.2018
  • Took ownership for delivery of tasks according to the agreed plans and ensured that project milestones were achieved on time
  • Responsible for Management of RAID logs and other project documentation
  • Processed invoices on to Morgan Stanley in house systems
  • Provided necessary supporting and approval documentation
  • Carried out bank reconciliations
  • Diary Management of Senior Project Managers
  • Arranged meetings and booking rooms
  • Data management and entry on to Microsoft Excel from system
  • Validated GL code breakdown and VAT calculations
  • Maintained accurate reports of charges and cost centre /job number for multiple cards
  • Tracked all vendor payments in Access/Excel databases and providing regular reporting.

Sales Support

Al -Futtaim Carillion Dubai
02.2017 - 12.2017
  • Performed regular pricing analysis, product performance reviews and customer account monitoring to propose and follow through on action plans
  • Collated and analyzed data to improve company's offering and position
  • Voluminous data mining to carry out data analysis
  • Rectified daily price enquiries from Account Manager/Sales on any pricing related issues ensure pricing system are updated
  • Conducted regular/daily sales and account analysis, consolidate figures, identified trends/patterns and recommendations on corrective/appropriate actions when required
  • Finalized sales and collected necessary deposits
  • Identified and solicited sales prospects in agency databases
  • Collected, analyzed and validated all agency commissions
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Investment Remediation Analyst

Lloyds Banking Group
01.2016 - 08.2016
  • Dealt with stage three of the complaint resolution process, calculating redress payment amounts for investment and protection accounts, ensuring completion of a set amount of cases per day
  • Was a part of the complex solutions team, and specialized in deceased cases which consisted of Statistics, data gathering using various in-house banking software to fact find, and writing bespoke letters to executors, calculated Redress on upheld complaints and reviewing both live and deceased cases from the review team, Data entry of investment and protection transactions in line with regulatory rules and analyzed investment products and performance
  • Tracked all pending authorizations to resolve discrepancies and avoid revenue loss
  • Followed up on denials, late payments, extensions and other special circumstances
  • Exceeded corporate quotas for monthly policy sales.

Business Services Associate

The Financial Conduct Authority
05.2014 - 05.2015
  • My role was to manage the allocation of correspondence to the relevant people across the FCA and to identify emerging trends and issues to support the FCA's regulatory objectives
  • Maintained a comprehensive working knowledge of all policies, procedures, and initiatives across the correspondence teams
  • Proactively allocate emails and letters effectively and efficiently, making the right decision which department it should be directed to for SLA's to be met
  • Dealt with challenging volumes of correspondence ensuring that the team's resources are fully utilized
  • Desktop support firms that have technical issues with application form
  • Assisted firms with the authorization process
  • Interpret the FCA Handbook to firms
  • Assisted firms to navigate the FCA website and Handbook.

Tender Assistant

Moni Pulo Petroleum
06.2011 - 02.2014
  • Supplied all relevant documentation for Engineers & clients Notified Managers of monthly updates
  • Attended sales meetings at tender stage
  • Completed tender briefing note, presented bid to internal bid team
  • Interacted with Purchasing and Finance departments to assist in efficiently processing orders and invoices
  • Raised all PO requests and updated cost tracking/budget sheets thereafter, to ensure that appropriate costs were allocated to the correct projects and codes
  • Compilation of contract handover packages for successful bids
  • Support to draft marketing material as and when required
  • Exceeded corporate quotas for monthly policy sales
  • Provided coverage option information to assist clients in protecting assets.

Program Assistant

Kaya Responsibilities Ghana
06.2013 - 08.2013
  • Managed effective program outreach plans with strategic use of speakers and tours to enhance community engagement and increase participant numbers
  • Reviewed and strengthened program operations with continuous assessment of operational plans and strategies
  • Worked with an NGO 'Self initiative service', where I was responsible for the group and individual counseling
  • Self- initiative service's mission is to give young adults vocational skills, alongside with character building
  • My role had some aspect of outreach work, where I visited slums to distribute food and drinks, informed the community of SISS, visited students who had gone on to set up businesses, and meetings with community leaders about improvements in the community as well issues that still need to be addressed.

World Health Organization Researcher

World Health Organization, Beijing China
03.2011 - 04.2011
  • I was granted the opportunity to experience life in Beijing- China a country that plays a prominent economic role in the International community
  • Carried out field research over a 14-day period where I explored my chosen research topic 'China's food transition in relation to the economic growth: overconsumption of meat and the rise of obesity in China'
  • As part of my field research I interviewed Medical Doctors and PhD students from The World Health Organization (WHO).

Education

BA Bachelor's in Politics -

Liverpool John Moore's University

Skills

  • Salesforce Administration
  • MB 210 Microsoft Dynamics 365 Sales
  • Raisers Edge NXT
  • Prince2 Project Management
  • SQL
  • JavaScript
  • MS Excel & Power BI
  • 1st & 2nd Line Systems Support

Certification

  • SAP Certified Application Associate - SAP HANA
  • Salesforce App Builder- 2023
  • Salesforce Administration - 2022
  • MS Introduction to programing using JavaScript - 2022
  • Salesforce Developer I – Pending
  • Prince2 Project Management - 2019

Languages

Egyptian Arabic – Conversational
Mandarin-Conversational

Timeline

IT Support Salesforce

Mobility Bathroom Group
09.2024 - 10.2024

Salesforce Dev Ops Administrator

CAFOD
10.2023 - 02.2024

Salesforce NPSP Administrator

FareShare
04.2023 - 05.2024

Salesforce PO (Technical Delivery Manager)

BT (British Telecom)
11.2022 - 03.2023

Salesforce Ops Manager

Vitol Foundation
07.2022 - 09.2022

Salesforce Consultant

Zero Avia
01.2022 - 07.2022

Database Administrator

KPMG
08.2021 - 12.2021

Data Quality Assistant (Salesforce)

Groundwork
06.2021 - 08.2021

Project Assistant (Database Excel)

School Of African Oriental Studies
05.2021 - 06.2021

CRM Project Officer (Salesforce MS Dynamics)

Institute Of Fundraising
03.2021 - 05.2021

Salesforce Administrator

Holocaust Memorial Day Trust
12.2020 - 02.2021

Salesforce Administrator

Groundwork
08.2020 - 11.2020

Salesforce Administrator

Society Of Trust & Estate Practitioners
01.2020 - 03.2020

Project Technical Clerk

Genesis Oil And Gas
09.2019 - 12.2019

Project Management Administrator

Young Women's Trust
01.2019 - 03.2019

Project Management Officer

Morgan Stanley
01.2018 - 04.2018

Sales Support

Al -Futtaim Carillion Dubai
02.2017 - 12.2017

Investment Remediation Analyst

Lloyds Banking Group
01.2016 - 08.2016

Business Services Associate

The Financial Conduct Authority
05.2014 - 05.2015

Program Assistant

Kaya Responsibilities Ghana
06.2013 - 08.2013

Tender Assistant

Moni Pulo Petroleum
06.2011 - 02.2014

World Health Organization Researcher

World Health Organization, Beijing China
03.2011 - 04.2011

BA Bachelor's in Politics -

Liverpool John Moore's University

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Ibby Magdalene Lawson