In 2017, Andrew found himself at the beginning of his Salesforce journey, exporting email lists for marketing campaigns. At that time, he had little understanding of Salesforce and needed to learn both the Classic and Lightning interfaces as his company, BACA Systems, was undergoing a Lightning migration. Fortunately, the learning resources available onTrailhead provided him with a significant boost in his Salesforce knowledge, helping him navigate various challenges effectively. Whenever he encountered a roadblock, Andrew easily posted his question to theTrailblazer Community and received answers from fellow Salesforce professionals almost instantly.

Andrew’s commitment to continuous learning fueled his ambitions within the ecosystem. As an Enterprise Architect at BACA Systems nowadays, Andrew is widely recognized as a Salesforce “Archi-Admin-Eloper”— a self-proclaimed title that highlights his now extensive expertise within the Salesforce ecosystem. Today, Andrew gives back to the community that supported him, aiming to help others navigate their own Salesforce challenges. With more than 20 Salesforce certifications under his belt, Andrew is an All Star Ranger onTrailhead and an Answers Leader in theTrailblazer Community. 

Andrew has spearheaded AI innovation at BACA Systems to enhance customer interactions. Recently, one of his projects involved implementing a streamlined workflow for case closure with theEinstein 1 Platform, which auto-populates necessary fields using predefined templates or historical data, enabling agents to close cases swiftly and accurately. Einstein AI’s contextual feature surfaces similar past cases within the case summary view, allowing agents to easily reference historical issues and resolutions without sifting through numerous closed cases. Additionally, Andrew led the integration of an email summarization tool, created with Prompt Builder, that condenses lengthy email threads into concise summaries, highlighting key points and action items. By leveraging advanced AI capabilities with Einstein 1, Andrew and BACA Systems have reduced resolution times by an average of 15%.