Salesforce Support Analyst Resume

SUMMARY

Dynamic and goal - oriented IT professional with 6+ years of experience working in application support, technical support, quality assurance, user acceptance testing, and Salesforce.
Extensive experience in providing technical support to users onsite and globally. Recognized as a problem solver with strong interpersonal and multi-tasking abilities.
Reliable and flexible technical professional who TEMPhas experience working in both Agile and 24/7/365 support environments. Communicates clearly and effectively with diverse populations.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Salesforce Support Analyst

Responsibilities:

Provide application and mobile support for company-wide Salesforce Field Service Lightning(FSL) rollout
Troubleshoot and document systems issues
Create Test Cases to identify issues
Collaborate with the Engineering team to resolve complex issues
Create, modify, and deactivate Salesforce accounts

Confidential

Salesforce Data Analyst

Responsibilities:

Participated data migration to new Salesforce CPQ instance
Conducted Data Validation to ensure that data was uploaded correctly
Created templates for accounts, opportunities, quotes, bundles, and products for migration
Analyzed account and opportunities with information in existing contracts.
Researched missing contracts and opportunities
Assisted with sales operations and deferred revenue activities
Conducted UAT testing for different instances of Salesforce deployment for several countries in Asia
Executed Regression tests of different salesforce instances in North American and European countries
Performed user acceptance and functional testing in an agile environment
Examined XML files, JSON files, and log files to determine issues
Entered bugs and user stories into JIRA
Collaborated with developers to resolve issues
Provided application support/training to end users
Troubleshooted Amazon Web Services (AWS) and Artificial Intelligence (AI) issues
Reviewed and revised Business Requirements Document (BRD) for senior analysts