ISHAN THAKUR

Chicago, IL, ***** ad0ho6@r.postjobfree.com 330-***-**** LinkedIn

PROFESSIONAL SUMMARY:

Experienced Salesforce administration on Sales/campaign and Service management applications/projects managing Workflow Automation, Classic to Lightning Experience migration, Production deployment, Security, Data Backup and Recovery, AppExchange Integration, Reports and Dashboards, User Management, Data Management, Customization, Maintenance and Upgrades.Experienced professional, skilled in customer-centric approaches, adept at understanding end-to-end workflows, troubleshooting with expertise in various technologies such as HTML, CSS, JSON, XML, REST.

EDUCATION:

Bachelor of Technology in Information Technology (Himachal Pradesh University, India) Aug 2012-June 2016

TECHNICAL SKILLS:

Programming Languages : C# .Net, JavaScript,HTML, CSS, XML

Database : MS SQL, Snowflake

Web Technologies : JSON, REST, AWS, Salesforce, SaaS

Tools : Postman, Splunk, AppDynamics, JIRA, Confluence

VISA STATUS : I possess an L2S VISA, which has a default work permit associated with it.

WORK EXPERIENCE:

Premier Services Engineer (Intercontinental Exchange - India) March 2021-July 2023

Worked as a Salesforce administrator for a customer service management application.

Implementation and customization of Salesforce to meet the specific needs of accounts and case management, including the creation of custom objects, fields, and page layouts tailored to different case types.

Implemented automation rules, workflow rules, process builders and flows to optimize case routing, assignment, and escalation, reducing manual tasks and improving response times.

Ensured data accuracy and maintained data security by configuring data validation rules, user profiles, permissions sets, access control and sharing rules restricting access to sensitive case information as required.

I carried imports for huge data chunks and data backup/export tasks using the Data Loader and DBSync Salesforce Data Replication.

I played a vital role in maintaining data security and compliance within Salesforce, implementing security measures, and staying up-to-date with relevant regulations.

I managed user profiles, roles, and permissions to ensure data security and access control and implemented data security measures through sharing rules and permission sets to protect sensitive information.

Salesforce Sandbox to Production deployment, integrated third-party applications and services from the Salesforce AppExchange to extend functionality.

Creating and maintaining Salesforce reports and dashboards to provide real-time insights and analytics and leveraging AppDynamics, and Splunk for monitoring network and environment health and traffic.

Provided custom automation and SDK program, utilizing .Net and VB scripting, and assisted with SQL queries.

Network and syslog analysis for SaaS applications and API testing using cURL and Postman.

Managed a diverse account of high-value financial clients, including JP Morgan & Chase, PennyMac, Homepoint, Pinnacle, and New America Funding, maintaining a 95% customer satisfaction rate with proactive issue resolution.

Technical Support Engineer (Avalara Technologies - India) July 2019-February 2021

Implementation for Salesforce Sales/campaign application for enterprise clients.

Salesforce platform onboarding setup, integration and configuration for Sales applications.

Conducted comprehensive training sessions and created user documentation to onboard and support team members in effectively utilizing Salesforce for case management.

Assisting the enterprise clients with complex SQL queries as per requirement.

Application integration with ERPs and ecommerce platforms such as Salesforce CPQ, Quickbooks, Infor Syteline, FACTS, WooCommerce, NetSuite, Magento, Magento 2, Microsoft Dynamics NAV/BC.

Integrated API and tested client e-commerce platforms using Postman and cURL.

Associate Consultant (Capgemini - India) November 2016-June 2019

●Served as a foremost authority in POS and Kiosk software, offering guidance on business requirements, change requests, and technical designs.

●Gathered, assessed, and defined comprehensive business requirements, ensuring timely delivery and alignment with project goals, while building strong relationships with internal and external stakeholders.

●Managed continuous feedback from end users, maintaining enhancement requests, and assisting in the prioritization of improvements for McDonald's POS and mobile applications.

●Conducted training sessions to share vital knowledge and onboard new employees/consultants on technology and processes, while also providing regular feedback to enhance team productivity, improve performance.

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