Jan 2021 – Jul 2025 · 4 yrs 6 mos · Bengaluru, Karnataka, India · Hybrid

• Experienced Salesforce Administrator & CRM Specialist across Sales, Service, and Community Clouds.
• Skilled in user management, security, roles, permissions, and data integrity.
• Proficient in automation: Flows, Process Builder, Validation Rules, Approval Processes.
• Hands-on with custom development: Visualforce, LWC, triggers, components.
• Strong in data modeling: objects, fields, relationships, workflows, formula fields.
• Expertise in data migration, sandbox management, Copado deployments, AppExchange apps.
• Knowledgeable in API integrations (REST/SOAP), SQL, and SDLC processes.
• Experienced in dashboards, reports, and business process optimization.
• Adept at troubleshooting, support ticket management, and collaborating with developers.
• Proven ability to train users, create documentation, and drive adoption.

Jan 2020 – Nov 2020 · 10 mos · Gurugram, Haryana, India · On-site

• Provide Level 2 (L2) Salesforce Support
• Function as the escalation point for complex Salesforce issues within the Service Desk, managing incidents and service requests that require advanced troubleshooting.
• Resolve issues related to Salesforce configurations, workflows, data integrations, and permissions, ensuring prompt and effective problem resolution.
• Collaborate with end-users to understand their challenges, troubleshoot issues, and provide training or guidance to maximize user adoption and satisfaction.
• Configure and Customize Salesforce for Service Desk Optimization
• Develop and implement configurations, customizations, and automations within Salesforce to enhance service delivery, streamline workflows, and meet evolving business needs.
• Design and change page layouts, record types, validation rules, process builders, and custom objects to improve efficiency and user experience within the Service Desk.
• Collaborate closely with stakeholders to capture requirements and translate them into practical, scalable solutions aligned with Service Desk goals.
• Exposure to tools such as Flow, Process Builder, and custom scripts to create automation and reduce manual interventions, improving response times and efficiency.
• Design integrations between Salesforce and other ITSM tools, as necessary, to ensure seamless data flow, consistent reporting, and unified service management.
• Data Management and Quality Assurance
• Ensure data quality by implementing data governance best practices, setting data validation rules, and supporting data integrity within Salesforce.
• Perform regular data audits, find inconsistencies, and clean up data as needed to support reliable reporting and analysis.
• Develop and document data management procedures and ensure data compliance with internal policies and regulatory requirements.
• Documentation and Knowledge Sharing
• Maintain up-to-date documentation for all configurations, processes.

Aug 2016 – Nov 2019 · 3 yrs 3 mos · Noida Area, India · On-site

• Developed and implemented financial strategies, plans, and budgets to evaluate the financial implications of strategic initiatives and recommend actionable solutions.
• Created advanced financial models to forecast performance, assess investment opportunities, and evaluate financial risks, providing insights and recommendations to enhance decision-making.
• Collaborated cross-functionally to deliver financial guidance to business unit stakeholders, ensuring alignment with organizational objectives.
• Identified opportunities for process optimization and implemented financial improvements to streamline operations and enhance efficiency.
• Supported business units in identifying, assessing, and mitigating financial risks through tailored training and guidance on risk management and compliance practices.
• Analysed and presented financial data to uncover trends, evaluate business performance, and support strategic decisions.
• Conducted in-depth analysis of business problems and requirements, developing solutions to address organizational challenges and opportunities.
• Collaborated with stakeholders to ensure proposed solutions met their needs, while supporting the creation of business cases to justify investments.
• Performed feasibility studies and created operational and process designs to ensure proposed solutions were delivered within agreed scope and timelines.
• Monitored project progress, ensuring solutions were delivered on time, within budget, and effectively implemented through change management activities, including the development of traceability matrices.

Jul 2015 – Jun 2016 · 11 mos · Noida, Uttar Pradesh, India

• Proficient in handling escalated calls and providing level 1 Technical Support to end-users located in various counties
• Identify and resolve problems on high end Switches, Routers, Modems, Extenderes, adapters.
• Working on troubleshooting of complex LAN/WAN infrastructure.
• Settings of the networking devices and co-coordinating with the system/Network administrator during implementation.
• Experience in installation of Windows, configuration, Technical troubleshooting, support of server Hardware, operating systems, Microsoft application software and peripherals, Windows 95/98, 2000, 2003, Server, XP.