Oct 2020 – Jan 2024 · 3 yrs 3 mos · United States · Remote

• Worked as a Lead Salesforce Administrator for Xplor and have handled three Sf orgs.
• Handled the complex role hierarchies and user permissions as they have multiple business units in each of the SF orgs.
• Implemented Service cloud functionalities like email-to-case, web-to-case, Milestones, omnichannel.
• Worked with the web team to improve the lead capture process.
• Extensive interactions with the different business teams to collect their requirements, design the solutions and deliver quality solutions.
• Worked in the Marketing cloud as the Marketing cloud administrator.
• Created automations using workflows, process builder and flows as per the requirements.
• Working in Sales cloud to enhance the standard functionalities to be better utilized by the Revops Team.
• Worked on Experience Cloud to help and support the customer support team

Oct 2020 – Oct 2021 · 1 yr · United States

Feb 2020 – Oct 2020 · 8 mos · United States · Remote

• Working as a Lead Salesforce Administrator/Developer for MicrobiomeLabs
• Implemented Data Model, Security, User Profiles, Permissions, Page Layouts, Record Types etc. and helped the organization to perform Salesforce launch within the timeline.
• Interacting directly with the business stake holders to understand business needs, finding out the best solution to meet the business needs and implementing them in Salesforce.
• Created many complex Reports and Dashboards that were helpful for the business.
• Worked on Apex triggers, test classes and successfully deployed the code in production.
• Working on Einstein Analytics and created several Lenses, Datasets, Data Flows.
• Created several Processes, Workflows, Lightning Flows.
• Working on extensive data loading to insert Orders, Opportunities, Accounts etc. into Salesforce.
• Done deduplication with the help of Demand Tools.
• Working with Campaigns to capture proper ROI generated through the Trade Shows.

Jan 2019 – Feb 2020 · 1 yr 1 mo · United States

• Working on customizing Salesforce.com scopes such as users, roles, profiles, groups, accounts, security, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions.
• Developed triggers & visualforce pages, working in different sandboxes for development, testing and involved in migrating the code to production instance in installments using Change Set and other tools.
• Using Apex data loader to Insert, Update, and Import data from Microsoft Excel into Salesforce.com.
• Maintain, customize and optimize Sales Cloud and Service Cloud Applications.
• Building advanced reports, dashboards, and workflows.

Jun 2015 – May 2016 · 11 mos · Greater Boston · Remote

• Volunteered for CCT Boston as a Salesforce Administrator/Developer and helped them save a considerable amount to be used for Pro-Bono work.
• Involved in Board requirement meetings like gathering information for IT team and analyzing the information provided by Board Committee.
• Managed Salesforce application user Profiles, Roles, Permissions, Permission sets, generating security token, Validation Rules, Workflow Rules, assignment rules.
• Managed Form Assembly and Salesforce integration for volunteer management.
• Executed email campaigns and successfully created and updated volunteer records.
• Created various Reports, Dashboards and Report folders to assist managers to better utilize Salesforce.
• Designed, developed and deployed Apex Triggers, Page Layouts, Custom Objects, Custom fields, Picklists to reach the needs of the organization.
• Implemented data loading for various requirements using Data Loader.
• Trained the users about the importance of first developing and testing any new functionality using sandbox and the migration of the functionality to production organization using Change sets.

Apr 2011 – Feb 2014 · 2 yrs 10 mos · India

• Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements.
• Created Reports using tabular, summary, matrix and joined reports and configured for schedule runs, developed Dashboard components for reports and enabled analytic snapshot to track historic data.
• Worked with various salesforce.com CRM standard objects Lead, Account, Contact, Opportunity, Campaign, Cases and Solutions and created custom Objects, Fields of various data types and established relationships using Lookup, Master-Detail and created Junction objects.
• Worked on Escalation Rules on Case to send an email to Users depending on SLA.
• Created Queues for different users to Prioritize, distribute, and assign records to teams who share workloads.
• Used Eclipse IDE with Force.com plug-in for setting up Sandbox and deploying the changes to Production.
• Preventive Maintenance of Core Elements.
• Maintaining System Back up external & internal.
• Operation & Maintenance of NSS Nokia Dx200, MGW IPA2800.
• Troubleshooting for Clear Code Problems for Call Failures.
• Troubleshooting for Network Congestion, B-Number Analysis.
• Co-ordination with STP and BTSOL, GNOC, BSS Team and other cross functional teams in case of any issue.
• Providing Technical support in solving voice connectivity & data connectivity customer complaints within the given SLA and contributed to the team in achieving PAN India No.1 Rank twice.
• Co-ordination with the cross functional teams for resolution of customer complaints within SLA.
• Mapping of Data KPI’s & co-ordination with BSS & GNOC team for resolution of issue for Cell Ids not meeting the KPI and taking rigorous follow ups, thereby reducing the data complaints on such Cell Ids.
• Preparation of various reports on daily basis.