Vandana Patil

M: 503-***-****

Email :ad0mf6@r.postjobfree.com

https://www.salesforce.com/trailblazer/vhavinal

Summary:

A highly motivated and experienced IT professional having worked on the complete SDLC life-cycle during my 9+ yrs tenure of a variety of IT companies in USA and India.

Experience working with Agile methodologies (Scrum) and cross-functional teams (Product Owners, Scrum Masters, Developers, Designers, Business Analysts)

Strong communication and collaboration skills with a track record of taking solution ownership.

Client: Urban Tech Hero [May 2023 to Till Now]

Role: Salesforce Admin (Volunteer)

Location: Remote

Responsibilities:

•Engaged in providing comprehensive support for Salesforce Sales and Service Cloud to internal and extenal employees.

•Integrated Calendly to salesforce. Managing the appoinment system for extenal clients.

•Configuration: Customize Salesforce to meet business requirements by configuring objects, fields, workflows, and approval processes

•Data Management: Perform data imports, exports, updates, and cleanups, ensuring data integrity and accuracy.

•Reports and Dashboards: Create and maintain reports and dashboards to provide insights and track key performance indicators.

•User Management: Create and manage user accounts, profiles, and permission sets to control access and maintain security.

•Effectively prioritize and escalate customer issues as required.

•Dashboards, and configuration of Sharing settings

•Document Approval process, Workflow rule, Email alerts, Process Builder, Building Reports and flows. Managing Rules and audit trails.

Client : Clicked (April 2023 to till now)

Salesforce Admin Sprint

•User Stories as a Business Analyst

•Conducting Stakeholder Interviews as a Salesforce Consultant

•Creating Personas and creating customer Journey

•Record triggred flows for order creation and updattion

•Auto Response Rules

•Filters, list views to meet the business Requirements

•Reports and Dashboards

•Validations

Salesforce Business Analyst Sprint

• User Stories as a Salesforce Business Analyst

•Conducting Stakeholder Interviews as a Salesforce Consultant

•Creating Personas and creating customer Journey

•Process Mapping as a Business Analyst, Expeience in Luid chart and experience cloud.

•Wire-framing and Rapid Prototyping as a Business Analyst

•Change management

Client: Conduent Inc. [May 2020 to March 2023]

Role: Technical Support Specialist & Analyst Expert, (Full-time, w2 Employee)

Location: Remote (Miami, Fl and Orlando, Fl)

Responsibilities:

•Provided phone and email support to customers experiencing technical issues with their Mac and IOS devices

•Assisted customers with troubleshooting and resolving hardware and software issues, including installation and configuration problems

•Maintained accurate records of customer interactions and resolutions in the company's CRM system

•Collaborated with team members to resolve complex technical issues and escalate them to higher levels of support as needed

•Participated in ongoing training and professional development to stay current with new technologies and best practices in customer support

•Experience with IOS and Agreement Contract tools

•User Adminstration

Client: Epic Systems

[Nov 2016 to May 2017]

Role: Technical Support Analyst, (Full-time, w2 Employee)

Location: Portland Oregon

Responsibilities:

•Assisted customers with technical support inquiries via phone, email, and chat

•Resolved technical issues related to hardware, software, and networking for customers

•Provided support for a variety of products and services, including desktop and mobile devices, online services, and home networking equipment

•Followed up with customers to ensure that their issues were fully resolved and to gather feedback on their experience

Client: Monsanto India Limited

[June 1999 to June-2008]

Role: Project Manager and Operations Support Lead/Helpdesk Lead, (Global Support/APAC region primary)

Location: Bengaluru, India

Responsibilities:

•Coordinating and assisting Team members to close the issues raised by the customers within defined SLA’s.

•Managed resolving Customer Escalations and enhanced customer satisfactions.

•Communication to the customers on the status of their calls.

•Coordinating with Global teams for dependent tasks.

•Lead the standardization of processes and tools across Monsanto entities in India

Project Management Experience at Monsanto:

•Experienced in project planning, execution, monitoring and resource balancing skills with ability to handle multiple projects in matrix organization.

•Excel at communicating with stakeholders to provide accurate reporting and information regarding the ongoing projects and initiatives.

•Experienced in coordinating, negotiating and motivating outside vendors and off-shore resources in -support of timeline and IT project deliverables.

•Effectively training, motivating and mentoring onsite and offshore junior managers, engineers, and technicians

Academic Credentials

•Bachelors in Electronics and Communication from Board of Technical Education

•Diploma in PC Hardware and networking from CGHIT.

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