Nedilon Sajona Zausa

NEDILON S. ZAUSA --Marcos Highway, Santolan Pasig City CERTIFICATIONS: Google Course Certificate | Foundations of Project Management Genesys | CaaS Certified Professional Hyland Inc | OnBase Certified Systems Administrator TRAININGS: Salesforce Administrator (Udemy) Salesforce Business Analyst (Udemy, Trailhead) CAREER HIGHLIGHTS: Implemented and managed Salesforce Sales Cloud solutions, including key integrations with third-party applications like AWS Connect, ZoomInfo, Outreach, Salesloft, and ReportBuilder. Successfully set up and deployed the Salesforce Field Service Lightning application for service branches across North America and Australia. This implementation significantly streamlined work order management and optimized product inventory for field operations. Configured and implemented the 8x8 Cloud Contact Center Solution for global Customer Service operations (North America, Canada, Australia, Mexico, Manila) and the Manila IT Service Desk. The transition from the legacy on-premise system yielded substantial improvements in operational flexibility, scalability, cost management, and system reliability. EXPERIENCES: HARTE HANKS INC. | TECHNICAL PROGRAM MANAGER April 2023 - March 2025 Designed and delivered Salesforce Sales Cloud solutions for enterprise clients, leading implementations end-to-end — from requirements gathering and system configuration to training and post-launch support. Built and nurtured strong working relationships with both stakeholders and internal teams, earning high praise for collaboration and professionalism, which directly contributed to client satisfaction and successful contract renewals. Managed Jira-based change requests, coordinating with stakeholders to gather requirements and ensure timely assignment to relevant teams for resolution. CONTINENTAL GBS MANILA INC. | SENIOR IT ENGINEER SERVICE APPS June 2013 - April 2023 Systems Administrator of the following Enterprise Applications: Genesys PureConnect (Interaction Attendant, Interaction Administrator) Salesforce Field Service Lightning 8x8 Cloud Contact Center and Virtual Office Hyland OnBase Enterprise Content Management Collaborate with stakeholders to gather requirements for new features or improvements and translate them to application configuration Prepare, design, build, test and deliver application projects and change requests Create user documentations for new features added in the system and provide user trainings. NGL CONSULTING SERVICES LIMITED | ONBASE CONSULTANT August 2012 - June 2013 Conducted Presales activities for Hyland Onbase Enterprise Content Management which include demos and presentations to clients TREND MICRO INCORPORATED, PHILS. | SOLUTIONS CONSULTANT November 2010 - July 2012 Offered expert-level technical support for Trend Micro products, including hands-on issue resolution and customer onsite assistance, while actively collaborating with product development and delivering technical training to internal teams. EXPORT AND INDUSTRY BANK | NETWORK & TELECOMS HEAD April 2007 - November 2010 Developed and executed strategies for network infrastructure, telecommunication facilities, and IT systems, while also leading, mentoring, and evaluating a team to ensure efficient operations and security. I also managed vendor relationships and evaluated emerging technologies to align with the Bank's overall IT goals. ASIA TRAVEL PHILIPPINES, INC. | NETWORK ADMINISTRATOR July 2006 - December 2006 Managed the daily operations of LAN, Wi-Fi, and server infrastructure, ensuring reliable network and internet connectivity for 24/7 operations, including VOIP services. This involved troubleshooting and repairing hardware, installing software and antivirus updates, and maintaining physical data infrastructure for optimal performance. MESCO INC. | TECHNICAL SUPPORT STAFF August 2003 - June 2006 Managed the daily operations of the LAN, WLAN, and various servers (File, Mail, DHCP, Fax), ensuring reliable network and internet connectivity. This involved troubleshooting and repairing hardware, installing software, managing data backups, and providing IT support for manufacturing machinery with diverse operating systems. LINK2SUPPORT INC. | TECHNICAL SUPPORT REPRESENTATIVE December 2002 - July 2003 Provided technical support to clients using Linksys Products PACIFIC INTERNET PHILIPPINES | TECHNICAL SUPPORT ENGINEER May 2001 - July 2002 Provided technical solution to Pacific Internet clients regarding Internet and mail connectivity