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Katasha Sylvain
Manager, IAM Cybersecurity Ops at Vistra Energy
Sachse, TX, United States
Details
Education:
MS
Information Systems
The University of Texas at Arlington
2009 : 2010
BS
Computer Science
Grambling State University
1992 : 1997
Information Systems
The University of Texas at Arlington
2009 : 2010
BS
Computer Science
Grambling State University
1992 : 1997
Experience:
2020 : Present
Vistra Energy
Manager, IAM Cybersecurity Ops
• Implemented Salesforce Service Cloud to replace an in-house developed Access Database to manage customer issue requests and market requests created in the SAP CRM system. Implementation included the creation of an additional 100 users, case assignment rules, agent skillset, time tracking functionality, as well as an integration with the SAP CRM system, thus allowing us to reduce the number of applications and click steps the service agents utilize.
• Attend daily Change Advisory Board (CAB) meetings to discuss and approve changes to the Salesforce production environment.
• Responsible for Salesforce Admin training and leading of junior team members.
• Manages tickets created in HPSM for the Salesforce support team in order to maintain SLA and evenly distribute support work.
2015 : 2020
TXU Energy
IT Specialist - Salesforce Certified Admin/Cloud Solutions
• Primary support analyst for Salesforce user setup, login issues, and configuration issues.
• Implemented Salesforce Service Cloud to replace the RightNow Application for approximately 150 users. Implementation included the configuration of Salesforce Email-To-Case as well as the setup of queues, support processes, triggers, fields, workflows, sharing rules, and list views.
• Responsible for the deployment of changesets in the Salesforce lower environments.
• Manage and Control access to Salesforce Licenses by working closely with the vendor management team to ensure accurate counts for Salesforce License Requests and keep track of the 600 licenses divided amongst the teams utilizing Salesforce.
• Worked as a team member to test and implement SSO for Salesforce which allows users to use their racfid to login to the Salesforce environment.
• Continue to monitor various BOOMI processes developed to support Broker Portal and Service Cloud.
• Work with Change Management to ensure Salesforce CMRs are created and approved in order to move changes to Production.
• Work with others in IT to manage QA, UAT, and implementation of Salesforce projects.
2014 : 2015
TXU Energy
Sr. IT Analyst - Certified Salesforce Admin/Cloud Solutions
• Provided support and monitoring of various BOOMI processes developed in support of the Broker Portal Salesforce Application.
• Primary support analyst for the Salesforce platform.
• Worked with Etherios and the business to test, implement, and support the TXUEnergyExpress (Salesforce Broker Portal) application which allows Sales Executives to generate quotes and contracts via Salesforce.
• Worked with vendors and the business on testing and supporting Sharepoint applications for various TXUEnergy teams which included troubleshooting and maintaining workflows, forms, webparts, and user access.
• Provided support and monitoring for TLE, Tumbleweed, Telescope DAM, BIZLink, and Livelink applications by effectively troubleshooting, diagnosing, and communicating issues with team members and the business.
2011 : 2014
TXU
Analyst III
• Reviewed, analyzed, and modified systems including coding, debugging, testing, and installing software for the Campus ID Card System, Timepro Time and Attendance System, and Micros Cash Register System.
• Created ad-hoc reports using Crystal Reports for various departments detailing statistics pertaining ID card creations, Time and Attendance usage as well as sales information from the Micros Cash Register System.
• Assessed and tested the impact of application upgrades and provide proposals for applying them effectively to various software applications.
• Worked with users and other IT teams on a routine basis to troubleshoot reported problems pertaining to the Campus ID Card System, TimePro Time and Attendance System, and Micros Cash Register System.
• Create technical specifications and detailed software design documentation based on business requirements.
• Created end user documentation for users of various software applications that are supported.
• Assisted other team members with troubleshooting complicated software application issues.
2006 : 2011
University of Texas at Arlington
Application Support Analyst
Vistra Energy
Manager, IAM Cybersecurity Ops
• Implemented Salesforce Service Cloud to replace an in-house developed Access Database to manage customer issue requests and market requests created in the SAP CRM system. Implementation included the creation of an additional 100 users, case assignment rules, agent skillset, time tracking functionality, as well as an integration with the SAP CRM system, thus allowing us to reduce the number of applications and click steps the service agents utilize.
• Attend daily Change Advisory Board (CAB) meetings to discuss and approve changes to the Salesforce production environment.
• Responsible for Salesforce Admin training and leading of junior team members.
• Manages tickets created in HPSM for the Salesforce support team in order to maintain SLA and evenly distribute support work.
2015 : 2020
TXU Energy
IT Specialist - Salesforce Certified Admin/Cloud Solutions
• Primary support analyst for Salesforce user setup, login issues, and configuration issues.
• Implemented Salesforce Service Cloud to replace the RightNow Application for approximately 150 users. Implementation included the configuration of Salesforce Email-To-Case as well as the setup of queues, support processes, triggers, fields, workflows, sharing rules, and list views.
• Responsible for the deployment of changesets in the Salesforce lower environments.
• Manage and Control access to Salesforce Licenses by working closely with the vendor management team to ensure accurate counts for Salesforce License Requests and keep track of the 600 licenses divided amongst the teams utilizing Salesforce.
• Worked as a team member to test and implement SSO for Salesforce which allows users to use their racfid to login to the Salesforce environment.
• Continue to monitor various BOOMI processes developed to support Broker Portal and Service Cloud.
• Work with Change Management to ensure Salesforce CMRs are created and approved in order to move changes to Production.
• Work with others in IT to manage QA, UAT, and implementation of Salesforce projects.
2014 : 2015
TXU Energy
Sr. IT Analyst - Certified Salesforce Admin/Cloud Solutions
• Provided support and monitoring of various BOOMI processes developed in support of the Broker Portal Salesforce Application.
• Primary support analyst for the Salesforce platform.
• Worked with Etherios and the business to test, implement, and support the TXUEnergyExpress (Salesforce Broker Portal) application which allows Sales Executives to generate quotes and contracts via Salesforce.
• Worked with vendors and the business on testing and supporting Sharepoint applications for various TXUEnergy teams which included troubleshooting and maintaining workflows, forms, webparts, and user access.
• Provided support and monitoring for TLE, Tumbleweed, Telescope DAM, BIZLink, and Livelink applications by effectively troubleshooting, diagnosing, and communicating issues with team members and the business.
2011 : 2014
TXU
Analyst III
• Reviewed, analyzed, and modified systems including coding, debugging, testing, and installing software for the Campus ID Card System, Timepro Time and Attendance System, and Micros Cash Register System.
• Created ad-hoc reports using Crystal Reports for various departments detailing statistics pertaining ID card creations, Time and Attendance usage as well as sales information from the Micros Cash Register System.
• Assessed and tested the impact of application upgrades and provide proposals for applying them effectively to various software applications.
• Worked with users and other IT teams on a routine basis to troubleshoot reported problems pertaining to the Campus ID Card System, TimePro Time and Attendance System, and Micros Cash Register System.
• Create technical specifications and detailed software design documentation based on business requirements.
• Created end user documentation for users of various software applications that are supported.
• Assisted other team members with troubleshooting complicated software application issues.
2006 : 2011
University of Texas at Arlington
Application Support Analyst
Company:
Vistra Energy
Years of Experience:
22
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