Andrew Duncan: From Paper Forms to Platform Power
How Andrew Duncan Became a Certified Admin
When Andrew Duncan first joined Northumbrian Water over a decade ago, he never imagined he’d one day become a Salesforce Admin.
His background was in planning, working across complex infrastructure projects, but when the organisation began its digital transformation, Andrew found himself drawn deeper into the platform that would change his career trajectory…
Salesforce.
Turning Paper into Progress
Andrew now works on New Service Connections – the process of helping customers request new water connections, ranging from a single household tap to major housing developments. At the start, everything was done on paper.
“People had to download PDFs, print them, fill them out, and send them back. There was no visibility, no metrics, just spreadsheets and reference numbers.”
That changed when Northumbrian Water partnered with a boutique Salesforce partner, who delivered a complete transformation. In just six months, the team helped launch a Salesforce CRM and Customer Portal using Experience Cloud. The process went from paper to digital, and Andrew was hooked.
“I loved the way they challenged us to think differently. They didn’t just say yes to everything; we’d ask for A, and they’d come back with B, C, and D because they knew what would scale. That inspired me.”
An Accidental Admin with Big Ambitions
As the transformation project rolled out, Northumbrian Water needed someone to take on the Admin role. Andrew applied, despite having no certification or prior Salesforce experience.
“I’d never even seen Salesforce before the project. I just threw myself into it and loved it.”
He taught himself through Trailhead and other online resources, sat his Admin exam, and missed the pass mark. Life and work got in the way, but his drive to be the best he could be never faded.
A turning point at the Salesforce World Tour in London
“I went along with the team and got talking to Dave Massey. I’d followed his posts online, but meeting him in person was different; his energy, his approach, the way he understood what accidental admins like me go through. It genuinely lit a fire in me.”
Shortly after that conversation, Andrew made a decision.
“I saw Dave’s Admin Academy program again on LinkedIn, and thought – this is it. I’m going to invest in myself. I’m going to do it properly this time, with structure and support.”
That chat at World Tour gave Andrew something he hadn’t felt in a while: confidence.
Joining Admin Academy
Andrew enrolled in Admin Academy, a hands-on, high-impact training program led by Dave Massey and part of the Get Force Certified learning pathway.
He personally funded the course as a commitment to growing in his role and becoming the best Admin he could be.
“It was exactly what I needed. Every Tuesday and Thursday, I got to sit down and focus with a group of likeminded people. I wasn’t alone anymore.”
As the only Salesforce Admin at his organisation, Andrew had often felt siloed. The Academy gave him a community, and a learning experience tailored to his needs.
“It felt like one-to-one support. Dave is brilliant at teaching. He makes complex ideas feel simple and uses real-world examples that just make sense. Even with the dad jokes, he’s got a great sense of humour!”
More Than Just a Course
For Andrew, Admin Academy wasn’t just about passing the test.
It was about building confidence, creating connection, and finally feeling part of something bigger.
“It was never just four hours a week. Dave was always there for us – on Slack, on LinkedIn, whatever we needed. If we were stuck on something in our real jobs, he’d help us figure it out.”
The Next Morning Everything Changed
On the final Thursday night of Admin Academy, the cohort wrapped up their last session at 10pm. The energy was high. Andrew had been quietly building momentum, and he knew he was ready.
“I’d been scoring well on the practice exams, and something just clicked. I thought, ‘You know what? I can do this.’ So I booked the Admin exam there and then – for 8am the next morning.”
He sat the exam just hours later and emerged a different person,
“When I hit that pass button, I was on cloud nine. I couldn’t believe it. I’d failed before, and now here I was, with my certification in hand. I felt proud, emotional, energised. I was buzzing all day.”
One of the first things Andrew did was open Slack to share the news with the cohort.
“I messaged Dave and said, ‘Are you sitting down?’ That’s how excited I was. I wanted to tell him first, because he was such a big part of the journey.”
That message sparked something.
One by one, other members of the group started booking their exams too. Over the next few days, more and more people began sharing their passes, flooding the channel with celebration, support, and high fives.
“It was such a special moment,” Andrew says. “We’d all been learning together, cheering each other on, and now we were seeing the results – together.”
Later that day, he updated his LinkedIn to reflect his new title: Certified Salesforce Admin. It was more than just a credential; it was proof that his investment, his time, and his belief in himself had paid off.
Confidence. Clarity. Career Growth
Andrew now feels a world away from the uncertain “accidental admin” who started the journey.
“I used to joke I was a baby admin. Now I feel like a teenager at least – I know what I’m doing. And the return on investment? Absolutely worth it.”
Having passed his certification, Andrew is already seeing benefits at work;
- He can better translate internal requirements into clear, scalable solutions
- He gives faster, more strategic direction to his Salesforce partner
- He feels more confident in stakeholder meetings and technical discussions
And he’s not stopping here. Oh no, Andrew has big plans to keep reinvesting in his Salesforce career.
“I’m already looking at the Business Analyst and AI certifications. The Admin Academy unlocked my potential, and I’m just getting started.”
Andrew’s advice for anyone considering Admin Academy?
Andrews Advice
“If you’re thinking about joining Admin Academy, stop thinking and do it. It’s more than just a course – it’s a community of people who get what it’s like to be learning alone.
Dave makes things easy to understand, and the support is there whenever you need it. I came in hoping to pass my exam, but I left with confidence, real-world skills, and a network I still speak to today.
It changed everything for me.”And, it’ll pay off big time in your career!”