SUMMARY

• Over 10+ Years of experience on Salesforce.com Administration and Enterprise Application Support - Specialized in Admin, Configuration and Customization of Salesforce Application.
• Manage a moderate to complex scope of support issues of Premier clients by acting as a technical resource and/or coordinating with other internal and external teams to assist the customers in their use, support and implementation of the solutions.
• Take a consultative approach during every client encounter.
• Perform implementation reviews, evangelize new product features, and ensure the prompt and proper resolution of technical challenges.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams including Product Management and Engineering.
• Assist clients in the adoption of new products via upgrades and migrations to develop their long-term success.
• Guarantee the technical aspects of your client integrations (both new and ongoing) by providing necessary documentation and technical guidance.
• Analyze customer’s support requirements and identify areas where the company can offer improved service or reduce support costs.
• Ensure the highest level of customer satisfaction by understanding and identifying the customer’s needs, building and maintaining strong working relationships and managing the customers effectively.
• Monitor support requests to identify any recurring issues and recommend changes to product/process.
• Share best practices with team members to contribute to enhance the quality and efficiency of customer support. Participate in individual or team projects to enhance the quality and efficiency of customer support.
• Establish effective working relationships with Product Groups by working through appropriate escalation channels.
• Process optimization, including training, support and change management.
• Participating & leading projects that enhance the efficiency of Application and Organization on whole.

PROFESSIONAL EXPERIENCE

Confidential

Senior Salesforce Administrator

Responsibilities:

• Perform all Admin tasks including managing users, bulk data migrations, creating and maintaining 100+ custom objects and fields, page layout maintenance, and support of multiple AppExchange applications.
• Managed fast-paced queue of support / project requests from sales, marketing, finance, human resources, development and IT end-users, driving all issues to resolution with strong focus on customer satisfaction
• Analyzed business requirements and resolved case requests including configuration / customization of 80+ profiles, permission sets, public groups, roles, role hierarchy, forecasting, field-level security, record types, queues, reports, dashboards, and identification / documentation of bugs.
• Collaborated with scrum development teams on Release Management tasks to promote tested functionality from sandboxes into production environments.
• Resolving end-to-end Admin, Configuration, Usage, Mobile, Performance & Security Skill Groups issues.
• User administration (Including SFDC permissions, roles, profiles, sharing rules, etc.)
• Object configuration (custom fields, layouts, record types, validation rules, etc.)
• Building Reports and Dashboards as per Client’s requirements.
• Uploading data using SFDC data loader
• Providing Solutions and best practices on Salesforce Chatter.
• Creating Workflow and approvals and debugging workflow issues for clients.
• Hands on Experience on Salesforce 1 App on iOS, Android. environments.
• Creating of the Knowledge Base articles for Salesforce.com Customers
• Provide the necessary technical training to the team members in resolving critical & complex performance and security issues related to the product.
• Working with the CRM Community Support.
• Mentoring New hires and help ramp up to production.

Confidential

Salesforce Administrator

Responsibilities:

• Support day-to-day administration of complex Salesforce org including 290 roles, 85 profiles, 100 sharing rules, 200 permission sets, sales and service cloud console
• Conducts business analysis meetings with 50-user New Homes division sales management; configured 150+ new custom fields, workflows, record types, page layouts and 3rd party applications to meet all cross-functional business process, security, documentation and reports / dashboard requirements
• Provide Tier 2/3 Salesforce support to user base growing at 200+ FTE / month; customer satisfaction surveys consistently rated at 4-5 of 5

Confidential

Salesforce Administrator

Responsibilities:

• Responsible for software upgrades, scale planning, base configuration, and limited production support.
• Facilitated various tools upgrade in the US healthcare IT segment consisting of clouds with varied web environments hosted on multiple firewall protected data centers to a single base server.
• Coordinated cross-functional teams up to a size of 10 in acquiring software and hardware resources, monitoring status, and controlling project changes.
• Defined customer objectives, business needs and scope, and systems requirements for patient data management applications at various hospitals across US. Provided work schedules for projects. Scheduled calls regularly with respective stakeholders. Documented project risks and issues.
• Coordinated with external vendors and contracts.
• Communicated project status and made corrections where efforts were off-track.

Confidential

Salesforce Administrator

Responsibilities:

• Configured and tested Salesforce Service Cloud to enable servicing, tracking and reporting of incoming requests via Web, Email, phone, and in-store walk-ins for 370+ locations
• Worked on Salesforce case management and knowledge solutions
• Configured Salesforce orgs including organization-wide defaults, role hierarchy, sharing rules, profiles, permission sets, users, security settings, standard / custom objects, standard / custom fields, record types, page layouts, activities, user interface settings, queues, assignment rules, workflow rules, escalation rules, validation rules, reports, dashboards, search layouts, list views, Chatter, Knowledge object settings, article types and data category assignments

Confidential

Salesforce Administrator

Responsibilities:

• Involved in Salesforce Application Setup activities and customized the apps to match the functional needs of the organization.
• Implemented public access settings for sites, restricted login hours, and restricted login IP ranges on Profiles, Groups, Queues and Sharing Rules.
• Implemented Profiles, Roles, Users, Page Layouts, Email Services, Approval Processes, Workflows, Reports, Dashboards, Tasks, Events and Audit Trials.
• Configured and Maintained the Sandbox Environment for easy collaboration of Development and QA Activities.
• Strong experience in working with Security framework, Dashboards and reporting modules.
• Worked with translation Workbench to enable different languages for users.
• Created complex Formula Fields, Validation Rules, Workflow and approvals for the flexibility and functionality of force platform application.
• Synchronized with the business process review meetings and multiple teams for ascertaining standardized workflow processes.
• Involved in Salesforce.com application setup activities and customized the apps to match the functional needs of the organization.
• Implemented packages in distributing and migrating components or applications within the organization.

Confidential

Salesforce Administrator

Responsibilities:

• Involved in requirements analysis with business analyst and written technical design document.
• Customized Salesforce standards objects - Accounts, Contacts, Opportunity, Campaigns, Cases and Solutions, created custom objects Services, Alerts and Risk Assessments.
• Experience in creating controllers like Standard list, Custom and Extension Controllers.
• Worked with SOQL, SOSL queries to perform DML operations like insert, update, upsert, delete and query data from Salesforce.com.
• Written sharing rules in the application for different object to maintain data visibility across different users.
• Designed, Developed and Customized using - Custom Tabs, Objects, Record Types, Pick lists, Dependent Pick lists, Validation Rules, Workflow rules, Approval Process.
• Created and modified different page layouts and assigning page layouts based on record types in the application.
• Worked in Workflow rules and Workflow approvals, created actions like Email alert, Field Update and Outbound Message.
• Created different workflow rules and approval process for various campaign processes.
• Implemented Web-to-Lead, Email-to-Case for capturing Salesforce Leads and Emails created via web or emails received to support email.
• Individually worked on creating and implementing the Email-to-Case functionality to solve and track customer’s Issues.
• Created and customized Reports and Dashboards as requested by the business users.
• Extensively used Data loader for CRUD operations like Import, Export, Upsert, Update and Delete.
• Involved in Data migration from legacy system to Salesforce.
• Performed administration tasks like creating/customizing Roles, Profiles and Permission Sets.
• Implemented Chatter in the Organization for users collaboration.
• Deployed application from Sandbox to Production using Change Sets.
• Involved in SFDC application support for business users.