Jun 2019 – Mar 2025 · 5 yrs 9 mos · Hyderabad Area, India · Hybrid

• GUS is one of the leading providers of education that services both online and on-campus students with access to more than 40+ international institutions, servicing more than 75,000 students.
• Roles and Responsibilities :
• 1. Looks after the design, implementation, and deployment of Salesforce-based solutions to all the universities under GUS.
• 2. Collaborate with architects and engineers to develop technical designs and solution recommendations.
• 3. Responsible for guiding design, code review, and release management as part of the oversight of our internal software development lifecycle.
• 4. Communicate and report project status, Bugs/Issues to IT Leadership including a budget, risks, and general business issues.
• 5. Ensure appropriate controls and documentation are followed to meet security, compliance, and Privacy requirements across all systems.
• 6. Manage a continuous improvement program whereby technical or user processes are improved/enhanced where it is of tangible value to the business.
• 7. Hiring of engineers, conducting performance reviews, and Mentoring, supporting individual growth. Ensure primary and backup support resources are identified, trained, and in place for the current production applications.

May 2018 – Jun 2019 · 1 yr 1 mo · Hyderabad, Telangana, India

• 1. Worked on the creation of Email Templates, Landing Pages, Automation of Emails, and SMS Campaigns using Salesforce Marketing Cloud.
• 2. Worked on the creation of Media Plan, Audience planning, Ad Placement planning, and Budget planning for all the display, text, and video campaign launches.
• 3. Worked on the Creation of 1 to 1 customer journeys to send personalized content through Email, Web Push, Mobile Push, and SMS Notifications using Marketing Cloud Journey Builder.
• 4. Closely worked with Marketing and Sales leadership to monitor the Lead Quality and worked on improvisations.

Aug 2016 – Mar 2018 · 1 yr 7 mos · Hyderabad, Telangana, India

• Worked as a Success Agent (Tier 2) in Marketing Cloud Developer support for Salesforce in Hyderabad from August 2016 to March 2018.
• 1. Provided prompt and complete resolutions to technical challenges and business issues that have been escalated.
• 2. Lead the resolution of critical-technical issues.
• 3. Managed highly visible, global, and strategic, enterprise cases and ensure 100% customer satisfaction.
• 4. Worked closely with the Salesforce R&D team on escalated technical issues and product roadmap changes/new features.
• 5. Identified, developed, and executed training/education gaps or challenges.
• 6. Shared best practices with team members to enhance the quality and efficiency of customer
• support and contribute to the knowledge base.
• 7. Served as a Subject Matter Expert (SME) in the Setup Skill Group.
• 8. Worked on a rota basis with the rest of the team to handle Severity-1 situations during weekdays and weekends.

Jun 2013 – Jul 2016 · 3 yrs 1 mo · Vishakhapatnam Area, India

• 1. Worked as a Marketing Cloud lead for a Hyperlocal Delivery App in implementing their Digital Marketing Initiatives with the help of Salesforce Marketing Cloud using Social Studio, Email Studio, Mobile Studio, 1:1 Customer Journeys, and Integration with their External Systems.
• 2. Worked as a CRM Consultant for Varun Motors in implementing their sales and service cloud applications in the salesforce platform.
• 3. Worked as a Salesforce Developer in charge of Configuration for a pharmaceutical client (Boehringer Ingelheim GmbH) app development called MITS (Medical Information Tracking System) that was eventually rolled off in 80 countries.