Technical Support Quality Assurance
Resume:
Resume of Madhava *
MADHAVA
KOTTE
San Francisco Bay Area, California
USA
ad5nvb@r.postjobfree.com
SKILLS
Client Engagement IT Service Management Vendor Management
Business Analysis Technical Analysis Requirements Analysis
Project Costing & Resource Planning Design Specifications Technical Support and Assistance
Technical leadership & Guidance Technical Documentation Project Management
Project leadership
Planning & architecture
IT Strategy Development
Performance Optimization
Enterprise Architecture Design
Critical Thinking
Data Modeling Technical Design Documentation Software Development Lifecycle (SDLC)
Application solution integration Mobile Application Development TOGAF Enterprise Architecture
Teamwork and Collaboration Systems Engineering Continuous Integration (CI/CD)
System Integration UI Development Change Management
Quality Assurance Code Reviews Multitasking
Agile Methodologies System Testing Organizational Skills
Customization and Development Effective Communication Analytical Thinking
Decision-Making Goal Setting
PROFESSIONAL SUMMARY
Qualified IT professional Having 13+ years of extensive professional experience in planning, design, architecture, development, implementation, testing, and maintenance of software products and applications.
Interaction with product owners and stakeholders to understand business requirements and translate them into effective IT strategies and roadmaps, utilizing design methodologies for optimal technical solutions and documentation, leading digital transformation/strategic project(s) and Supports testing cycles (UAT, regression, system) and/or Training/Training Materials.
Technical Leadership: Led a project team in developing cost-effective solutions that align with customer needs and adhere to development standards provided technical guidance and mentorship and collaborated with cross-functional teams, including business analysts, product owners, and project managers and subject Matter Expert for technical services.
Establishing strong stakeholder relationships while providing mentorship and career development support within IT, promoting a collaborative, diverse, and learning-focused environment.
Provide technology guidance and insight to various business technologies, domain leaders support users with Business Requirements, and develop Functional requirements and Technical Specifications based on defined Business Requirements.
Evaluate risks and devise contingency plans, considering potential impacts on system performance and data integrity.
Evaluate various technologies, performing a proof of concept in each, and define the recommended solution.
Salesforce Development: Customize and configure Salesforce solutions using declarative tools and Apex programming and Design and implement Salesforce data models and manage data migration tasks that include configuration, and development using Apex, Visual Force, Triggers, Lightning, communities, Flows, Lightning Web Components, integration with 3rd party systems using Resume of Madhava 2
REST API and event-based integration patterns, web services, APIs, ETL tools, middleware, production support, and data migration.
Technical Assistance: Provide hands-on technical support to squad members, helping to troubleshoot complex issues and providing guidance on best practices. Mentor and coach team members to improve their technical skills and software development expertise.
Governance and Best Practices: Drive the adoption of best practices, coding standards, and development methodologies within the squad. Conduct code reviews, offer constructive feedback, and ensure that the team's output adheres to high-quality standards, architectural patterns, strategies, and governance policies and change management model, security and compliance considerations are addressed in Salesforce implementations proven for use in business domains.
Led a code review to ensure compliance with coding standards and drive quality assurance.
Team Management: Lead and manage a team of developers and quality engineers, ensuring their growth and development. Provide guidance, instruction, and support, and contribute to performance reviews and goal-setting initiatives. Foster a collaborative and innovative team environment. Engage in team development, including coaching, training, and mentoring. Contribute to performance appraisals and support the career growth of squad members. Provide input to managerial decisions.
Project Outcome Delivery: Diligently managed the end-to-end project delivery lifecycle, removing roadblocks for the team and empowering others to deliver by utilizing their core strengths. Drives principles and mindset, in addition to technical capabilities to accelerate delivery frequency and achieve project outcomes aligned with business priorities, meeting deadlines and quality standards.
Release Management: Manage Salesforce release cycles and version control deploy and validate changes in a controlled and efficient manner and oversee the support of Salesforce Orgs and environments, implementing and improving security policies.
In-depth experience in CRM business processes like Forecasting, Campaign Management, Lead Management, Account Management, Opportunity Management, Quote Management, Contract and Subscription Management, Incident Management, and Case Management.
Experience with DevOps (performing continuous integration in Salesforce and automation deployments).
Demonstrated experience in developing and implementing robust, scalable solutions aligned with business needs.
Stay up to date with the latest Salesforce features and releases, and proactively identify opportunities for innovation.
Experience in Agile Software Development Methodologies where we use JIRA to update user stories and maintain content in confluence pages.
Hands-on Technical Architecture Experience in Salesforce FSL(Field Service Lightning)and Mobile application and Salesforce CPQ.
Have experience with Einstein Analytics and Knowledge of Service Max App for customizing the service cloud-related activities. TECHNICAL SUMMARY
Tools MuleSoft, Heroku, AWS, IBM WebSphere Cast Iron, Data Loader, Talend, Eclipse, Workbench, ANT, Remedy, HPQC, JIRA, Bitbucket, Copodo, Jenkins, GitHub, Postman, NetSuite, Coupa, Workday, Marketo, Workato, Avalara, Copodo, Travis CI, Visual Studio Code Web Technologies
HTML, CSS, Java Script, jQuery, Node.js, AMP Script, go.js Salesforce Technical
Skills
Apex, Triggers, Rest API, SOAP API, Bulk API, Lightning Components, LWC, Batch Apex, SOQL, SOSL, Visualforce (Pages, Components and Controllers), Apex Data Loader, Apex Web Services and Configurations), Flows
Salesforce Clouds Sales cloud, Service cloud, Marketing cloud, Community (Experience) cloud, Data cloud, Analytics cloud, Automotive cloud, Educational cloud, and Health Cloud platforms. App Exchange Products
Developed
Wisechain Asset Tracking, CTMS ( Clinical Trail Management System), Yoti E-Sign, Yoti Biometric, Prolifiq Crush
Industries Transportation & Logistics, Retail, Finance, Construction, Manufacturing, Education, Automotive, Software and Health care domains.
Database Oracle, SQL Server
Resume of Madhava 3
CERTICATIONS
FORMAL EDUCATION
EMPLOYEMENT HISTORY
Mar 2022 – Till Date. Salesforce Architect (Ascend Technology Inc, California, USA) Clients : EDD,Public Sector, State Of California – Oct 2023 To Till Date ( Project – Call Center Implementation ) HP - Feb 2023 To Oct 2023 (Project - Implemented CRM Solution) Pluralsight - Mar 2022 To Jan 2023 ( Project - Education Platform Implementation ) Roles & Responsibilities:
Interacting with business stakeholders, and product owners to understand the business requirements and convert them into technical requirements.
Collaborating with cross-functional teams, providing technical leadership, developing innovative and effective solutions and support using includes of Marketing, Sales, Service, and Analytics.
Creating and documenting required domain architecture roadmaps and plans, non-functional requirements, and providing oversight during implementation.
Understand and document requirements for configuring, testing and launching our CRM solution and played a subject matter expertise role in the project.
Languages Java, Apex, HTML
Name Of the Certification Year Provider
Application Architect 2023 Salesforce
Sharing and Visibility Designer (Application architect Level 1) 2023 Salesforce
Data Architect 2023 Salesforce
Marketing Cloud Email Specialist 2023 Salesforce
Certified CPQ Specialist 2023 Salesforce
Salesforce App Builder 2018 Salesforce
Salesforce Platform Developer I Certification 2016 Salesforce Salesforce Administrator 2016 Salesforce
Apptus Quote-Cash, X-Author Certification 2015 Apptus 2010 Bachelors of Information Technology Sri Venkateswara College of Engineering and technology, India. Resume of Madhava 4
Collaborating with development teams and will be responsible for maintaining and developing the scalable architecture on Salesforce.
Working independently on complex system activities both project and operational support-related, understands application build, design, and technical infrastructure, maintains knowledge up to date, is a technical resource for others, and follows technology practices and standards (i.e. ITIL). Monitors emerging trends and evolving technologies, evaluating and understanding the implications for inclusion in the enterprise strategy.
Responsible for leading digital initiatives, including identifying and prioritizing projects and technical delivery of Salesforce implementations.
Creating prototypes and POCs as a means of eliciting and defining requirements.
Implemented governance framework to deliver robust and scalable applications as per customer expectations adopt a low-code approach where appropriate, and leverage 3rd party solutions appropriately.
Providing demos to stakeholders once it’s been implemented.
Owned the design of Salesforce solutions for Marketing, Sales, Service, Communities, CPQ, and platform solutions.
Worked on LWC, Apex, Triggers, API Integrations, Flows, Middleware’s (Mulesoft, Dell Boomi) and JavaScript.
Implementing product configuration, complex pricing rules & sequence, quote configurator plugins & Salesforce CPQ APIs.
Having Proficiency in various CPQ functionalities like perpetual and subscription-based licensing, seasonal licensing, amendments, extensions, co-terming, renewals and customized Quote-to-Cash (QTC) process.
Implemented data migration strategy, tools, and processes to migrate data between custom CPQ and billing systems to Salesforce CPQ and billing.
Designed quote document generation and integration with DocuSign and Conga Composer.
Designed and developed customer-centric Support experiences/communities.
Worked on OMNI Channels and used FSL(Field Service Lightning) for a comprehensive view of workforce management.
Provide a centralized platform for agents and response teams to track and manage the incident and configure suitable milestone and entitlement solutions to meet Service Level Agreements (SLAs).
Used Amazon Connect to configure Inbound and Outbound calls to salesforce CTI.
Documenting and analyzing incidents, including the resolved ones, helps distinguish areas for improvement.
Implemented and optimized Data ingestion, transformation, and data modeling using CIM, unification, segmentation, and reporting by following best practices.
Implemented and optimized marketing automation workflows and journeys.
Built engagement campaigns, including email templates, Cloud Pages, Dynamic Content block, web pages, delivery rules etc, and Interaction Studio content insertions.
Designed custom solutions using AMPscript, SSJS, and other scripting languages within Salesforce Marketing Cloud.
Designed Einstein BOT, Einstein Prediction Builder, Sales Cloud Einstein, and Service Cloud Einstein.
Designed integration flow between Snowflake and Salesforce using Analytics.
Designed real-time data visualization for sales, service, and Marketing using analytics.
Used Workato tool for creating automated workflows and integrating disparate systems to enhance overall operational efficiency is preferred.
Provide coaching, mentoring, and growing Salesforce Administrators, Salesforce Analysts, and/or Salesforce Developers on the team as needed.
Doing code reviews for the team to improve application performance. July 2021– Feb 2022 Salesforce Solution Architect (YOTI Biometric, Bangalore, India) Project : Have implemented YOTI E-sign app and YOTI Biometric app Have implemented Internal Community platform
Roles & Responsibilities:
Work closely with various teams (Business, Development, Infrastructure, PMO) to define and implement elegant, scalable, and sustainable technical solutions using the Salesforce technologies, with a focus on adhering to industry standards, best practices, and code quality techniques.
Understand and document requirements for configuring, testing and launching our CRM solution and played a subject matter expertise role in the team.
Responsible for leading digital initiatives, including identifying and prioritizing projects, securing funding, and overseeing project execution and technical delivery of Salesforce implementations.
Research, recommend, and implement AppExchange applications and salesforce upgrades to help meet business needs.
Provided Salesforce technical leadership for a team of developers, admins, and analysts.
Interaction with Product Owners, Business Analysts, and developers to deliver the work. Resume of Madhava 5
Created prototypes and POCs to find innovative solutions for business problems.
Work with internal technical team members representing back-office applications to design seamless integration between the applications, particularly ERP and Financial applications.
Responsible for implementing solutions that support business requirements and drive key decisions that improve processes and productivity.
Responsible for ensuring solutions align with the Roadmap and Blueprints for each impacted domain.
Evaluate tradeoffs with technology and feasibility and make choices that fit the constraints of the project.
Worked on Apex, Triggers, Batch, LWC, Lightning, Flows, Custom API Integrations.
Provided the full extent of the solution, integration between AWS, and how they fit into the Salesforce architecture.
Expertise in integrating Force development with modern deployment and release processes.
Document current and future state processes and develop technical specifications for projects and enhancements.
Designed customer-centric Support experiences/communities.
Configured Price Quote, and Billing processes, including enhanced Price Catalog & price book, Advance approvals and Order management, Invoicing, Contracts, and Revenue reporting.
Implemented product rules, complex pricing rules & sequence, quote configurator plugins & Salesforce CPQ APIs.
Implemented best practices in CLM and CPQ processes and provided Architecture.
Customizing Service Cloud to meet specific use cases, including the use of high-quality source code practices, validation testing, end-user testing, and complete documentation.
Worked with customers to define and configure suitable milestone and entitlement solutions to ensure customer adherence to Support SLAs.
Led the design of technical end-to-end solutions for business processes using Salesforce.com Sales Cloud, Service Cloud & force.com platform.
Designed FSL(Field Service Lightning) to provide seamless resolution for customers.
Designed Salesforce Data and marketing Cloud components, including Data Ingestion, Cleansing, Validation, transformation, Data Mapping, Identity Resolution, Insight building, Segmentation, Activation, and reporting as well as Journey Builder, Email Studio, Automation Studio, Reporting, Ad studio and other related marketing modules.
Designed email, SMS, and push notification campaigns on the Salesforce Marketing Cloud platform, including setup, testing, deployment, and reporting.
Designed Snowflake with salesforce using Analytics.
Designed and implemented real-time data visualization for sales, service, and Marketing using analytics.
Demonstrate ability to multi-task and re-prioritize responsibilities based on changing requirements such as urgent customer problems.
June 2020 – June 2021 Salesforce Architect (Atlassian Corporation, USA) Project : M&A projects,
Jira, Slack Integration
Roles & Responsibilities:
Worked with different business and technology teams to gather requirements, document use cases, and develop implementation specs.
Led consultative engagements including workshops with customers on technical and business goals and challenges.
Led the discovery sessions to uncover requirements for the project.
Created professional documentation that includes comprehensive customer user stories, functional and technical requirements, solution overviews, ERDs, and workflow diagrams.
Responsible for leading digital initiatives, including identifying and prioritizing projects.
Defined detailed, scalable, and appropriately sized technical solutions based on the customer's business needs and budget while accounting for their existing marketing technology environment.
Developed proofs-of-concept to validate solution feasibility.
Developed and maintained a governance model and change-management process for Salesforce.
Evaluated new Salesforce tools as they became available and implemented where appropriate.
Provided troubleshooting assistance and support for External and internal Salesforce users.
Advised project teams and clients on best practices for security, privacy, license compliance and considerations, and governance of Salesforce.com data and applications.
Owned the design of Salesforce and (optionally) other affiliated solutions for Marketing, Sales, Service, Communities, and platform solutions.
Worked on LWC, Apex, Triggers, API Integrations, Flows, Middleware’s (Mulesoft, Dell Boomi) and JavaScript. Resume of Madhava 6
Integrating data, applications, services, and technologies into a Salesforce solution including MuleSoft. Including integrating non- SF applications (integration of REST APIs), data migration, dataset initiation, and deployment.
Used Governance & change management to improve relation between business and IT, following best practices on compliance and transparency.
Worked on OMNI Channel and entitlements.
Provided service teams access to tools and workflows to deliver increased visibility and fast response to disruptions.
Managed vendor relationships for SF implementation partners.
Used Workato tool for creating automated workflows and integrating disparate systems to enhance overall operational efficiency is preferred.
Designed dashboards using Einstein analytics.
Experience in using agile and providing sprint demos to clients. Oct 2019 –May 2020 Salesforce Technical Architect (ITC Infotech, Bangalore, India) Project: Sutter Health,
CTMS ( Clinical Trail Management )
Roles & Responsibilities:
Work with stakeholders and portfolio and solution architects to identify reasonable migration paths from the current state to target architectures.
Work closely with various teams (Business, Development, Infrastructure, PMO) to define and implement elegant, scalable, and sustainable technical solutions using the Salesforce technologies, with a focus on adhering to industry standards, best practices, and code quality techniques.
Worked on the Classic to lightning migration, hands-on experience on lightning and integration.
led a team of 8 people and helped them on complex issues.
Worked on the POCs.
Define, document, design, build, test, and operationalize disaster recovery plans and capabilities, and mitigate business continuity risk.
Worked on Salesforce Health Cloud, including its data model and healthcare-specific configuration options.
Deep understanding of healthcare system integrations and data exchange standards.
Ensure that Salesforce Health Cloud solutions adhere to healthcare data security and compliance standards, such as GDPR and HIPAA.
Implemented a Governance framework to deliver the solution for the client and Security compliances.
Worked on healthcare operations, patient care processes, and electronic health records (EHR) systems.
Continuously monitor and optimize the performance of Salesforce Health Cloud, addressing any performance issues and optimizing healthcare processes.
Provide solution designs for the project requirements.
Worked with internal technical team members representing back-office applications to design seamless integration between the applications, particularly ERP and Financial applications.
Worked on Apex, Triggers, Batch, LWC, Lightning, Flows, Custom API Integrations.
Worked on data integration, migration, and deployment strategies.
Worked on the SharePoint integration with Salesforce.
Worked on DevOps for CI/CD.
Used SQL for pulling salesforce data in ETL and Tableau for reporting purpose.
Used Governance & change management to improve relation between business and IT, following best practices on compliance and transparency.
Jun 2016 – Oct 2019 Salesforce Technical Architect (Publicis Sapient, USA) Project: MPC (Marathon Petroleum Corporation),
Bajaj Auto,
Prolifiq Crush,
Fannie Mae,
CTMS ( Clinical Trail Management )
WAMA Device Tracking,
LA Metro,
Qualcomm,
Lender Record Information,
Resume of Madhava 7
CAM (Centralized Abuse Management)
Judicial Management System
Roles & Responsibilities:
Interacting with the product owners and business team on any clarifications.
Designing and developing the best possible solutions for the requirements, reviewing the opt solution with the Sr. Architect team.
Led the team of developers, mentored junior resources, and was involved in code review activities.
Suggested and implemented best practices to the team.
Have advanced skills in Salesforce applications including configuration, triggers, process builders, workflows, visual force, lightning experience, apex coding, batch processes, and database design.
Expert knowledge of Salesforce data model, custom objects, API, governor limits, workflows, and configuration.
Demonstrating the requirements to the team and guiding the team on any complex issues.
Implemented IOT Device Tracking using AWS.
Used Financial Services Cloud (FSC) to design and developer the loan processing.
Architecting the solutions on Financial Services Cloud (FSC).
Experience in Salesforce sandbox-based CI/CD using SFDX.
Proficiency with Salesforce CRM Analytics, Data Manager & ETLs for bulk data loads
Experience with Business Applications Development and Salesforce flows.
Worked on Live agent, OMNI channel, and CTI Implementation.
Worked on email to case, web to case, and Assignment rules.
Used lightning framework to implement complex business requirements.
Worked on The Inventory Management and Scheduler for Automotive to track sales performance and manage shortages and service appointments.
Worked on Salesforce API integration for applications residing on various platforms. Develop and maintain integrations between Salesforce and external systems using REST/SOAP APIs, Middleware, and other integration tools.
Develop and maintain email templates, Marketing Automation (Exact Target), Journey Building, and Campaign Management within the Marketing Cloud.
Have Used Cloud9 & Bit bucket, Jenkins, Visual Studio for CI/CD.
Used SQL for pulling salesforce data in ETL and Tableau. Mar 2013 – May 2016 Senior Salesforce Specialist (UST Global, Kerala, Malaysia) Projects: Liner Brand Implementation,
Onboarding Project implementation,
Sales Excellence Development and Support Project
DELL Internal Portal
Roles & Responsibilities:
Worked closely with the enterprise architecture team, and other technology teams to ensure appropriate infrastructure selection, maintenance, policies, and procedures are in place to support the CRM application environment.
Requirement Analysis, Design, and Implementation.
Involved in the Project Plan, Integration design, and Salesforce.com solution design.
Interacting with the business team on a day-to-day basis on the progress of the project.
Final code reviewer for the team, mentoring the team members on complex implementations.
Worked on Apex Classes, Triggers, Process builder, Visual Force, batch apex, schedule apex, and test classes.
Manage a team of developers and be involved in code review activities.
Implemented TDD approach and CBO architecture for triggers.
Deployed metadata using Force.com IDE, and Force.com Migration Tool.
Worked with Dynamic Apex to access sObjects and Field describe information, and execute dynamic SOQL, SOSL, and DML queries.
Extensive experience in data migration and integration using Data Loader
Used field sets for displaying groups of fields in quote pdf generation.
Experience in Process builder and Fieldsets.
Worked on Google Visualization Charts.
Worked on JavaScript for displaying the pop-ups and validating the data. Resume of Madhava 8
Worked on Page Layouts, Workflows, Validation Rules, Approval Processes, and Record Types.
Developed Requirements using Apex Classes and Triggers.
Experience in using the IBM WebSphere Cast Iron Integration tool and transforming the data in a bidirectional flow.
Worked on SQL for integration to salesforce.
Feb 2011 – Feb 2013 Salesforce Developer/Administrator (Thomson Reuters, Bangalore, India) Project: CIBC Peer Evaluation
Client: CIBC, Canada
Roles & Responsibilities:
Set up Profiles, Roles, and Security controls.
Responsible for preparing invoice forms and pay slips using Visualforce and Apex Classes and triggers to populate ownership.
Implemented Batch Apex and Scheduled Apex.
Implemented Email to case, Case Assignment rules, and Auto Response rules.
Worked on Auto dialing functionality using CTI Adapter.
Worked on customization of Page Layouts, Workflow, Validation Rules, Approval Processes, and Record Types.
Developed Requirements using Apex Classes and Triggers.
Experience in using the IBM WebSphere Cast Iron Integration tool and transforming the data in a bidirectional flow.
Worked on SQL.
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