Salesforce Developer Customer Support

CAREER PROFILE

Over * years of experience in the IT industry. 5+ years of experience in Salesforce

Proficient in agile practices, good understanding and debugging of code in the apex.

Judiciously facilitated business activities and functional requirement gathering, business Requirement gathering, scope definition, and functional design, Requirements Analysis.

Experienced in the development, administration, configuration, and Support of Salesforce CRM, and Salesforce applications based on Apex Language and leveraged Force.com.

Completed graduation certificate in Business analytics from Humber college, Toronto, Canada.

Received Open Work Permit in March 2023, for three years in Canada.

EDUCATION & CREDENTIALS

●Humber College Toronto Canada

Postgraduate Degree, Business Insights and Analytics May 2021 - Jan 2023

●Birla Institute of Technology & Science, Pilani

Master of Technology (MTech), Information Technology (WILP) Dec 2012 - Mar 2017

●Birla Institute of Technology, Mesra

Bachelor of Computer Application Jul 2009 - Jun 2012

TECHNICAL ACUMEN

Programming: Apex, SOQL, Salesforce.com, Trigger, Batch Apex, Salesforce Lightning, Salesforce Administration, Salesforce Integration, Web Services, Rest Api, HTML, Core Java, CSS, Visual Basic 6.0, R programming, SQL, Tableau, Power BI, lightning Aura Framework, lightning Web components (LWC), JavaScript, Visualforce, Rest APIs, Automation tool, SOSL, Single Sign-On, CI CD Jenkins, gitlab

Software, & Development Tools: Service Now, Copado, GitHub, Apex Data Loader, Visual Studio, Microsoft Excel, Microsoft Office, PowerPoint, Workbench, Postman, Eclipse, MS-office, Statistics, linear regression, Visualization using excel, Vlookup, Pivot, filters, sum,Cognos analytics, Salesforce Dx, Jira,

PROFESSIONAL EXPERIENCE

IT & CRM Manager UWP (Contract) 11/2023-present

Skilled in managing customer relationships through CRM systems, providing IT support, and maintaining and enhancing website functionality.

Proven ability to wear multiple hats, including CRM management, IT support, and website maintenance.

Experience in optimizing customer experience by managing CRM data, resolving technical issues, and ensuring website performance.

Associate 09/2022 – 02-2023

Cloudsynapps (Canada)

Utilized low code solutions to deliver customized client solutions with minimal coding, resulting in a 50% reduction in development time and improved customer satisfaction.

Designed and implemented UI using Omniscripts, effectively handling complex business logic with Dataraptors, leading to a 30% increase in efficiency, Leveraged the use of Omistudio platform.

Developed SOQL query using Force.com explorer to facilitate product owner’s analysis and compare reports generated to find the discrepancy and represented in a form of visualisation.

Sr. Software Developer 03/2018 – 11/2021

Cognizant Solutions Ltd., India

As a developer provided on-call support, debugging of issues, incidents, defects raised and enhanced existing functionality, solutions to issue raised.

Business Analyst/developer with a strong background in Salesforce CRM and operational systems, was responsible for ensuring that the Salesforce CRM effectively caters to the evolving needs of our business and its users.

Worked on POC for a customer involving data cleaning, reporting and visualiza tion.

Using statistical methods, forecasted values using methods like Weighted Moving average, Moving average, exponential smoothing, seasonality trend.

Managed user data on Salesforce back end and provided Ad Hoc support to resolve issues raised by customers (Travel+ Leisure, Manulife, Voya) which saved around 10% of Revenue for the project.

Developed an automated Rollup Summary functionality to enhance the out of the box solution by using trigger as the governor limit got hit on a particular object, thereby facilitating clients to count the daily progress of sales without having to compute themselves, resulting in a 30% increase in efficiency for clients, enabling stakeholders to track sales progress on high-volume without interruptions.

Monitored and analyzed customer cases using Service Now tool, case management, generating daily, monthly and quarterly reports to provide senior leadership with success metrics for on-call support and SLA management. Achieved a 95% resolution rate through proactive monitoring and effective ticket management.

Streamlined the software development lifecycle by implementing agile methodologies, resulting in a 30% decrease in development time for major releases. Developed complex queries using workbench tool to extract meaningful insights from Salesforce data.

Streamlined deployment processes by utilizing Copado tool and Change Set Tool, resulting in a 50% reduction in deployment time and increased productivity for the team.

Implemented Apex triggers, classes, and other configuration, Process Automation(workflow, process builder, flows), validation rules, and enhancements done with the existing functionality in lighting.

Proficient with Salesforce Administration (SFA), profiles, creating Roles, page layouts, Org-Wide default, sharing rules, workflows, custom settings, process builder, etc.

Senior Project Developer 08/2012– 01/2018

Wipro Ltd.I India

Developed and maintained Salesforce standard and custom objects, junction objects, user roles, security profiles, and workflow rules for a team of representatives resulting in a 30% increase in productivity.

Designed and reviewed QA Test Data, Test Cases, Testing Process followed by daily status calls and follow ups on the requirements and discussion.

Unit testing in Salesforce ensures the quality and functionality of the code by validating individual units of code, code review, such as methods or classes, to ensure they perform as expected within the Salesforce environment, resulting in a 25% increase in overall code reliability and reducing the number of bugs and errors encountered during development and deployment.

Implemented VF pages, triggers, apex classes, and other configurations, workflow, validation rules.

Conducted daily status calls with cross-functional teams to review test cases and requirements resulting in a 15% reduction in bug fixes during the UAT phase.

Customized user Roles, Role hierarchies, Profiles, and Sharing settings to ensure that the protected data is available only to the authorized users of the respective organization.

CERTIFICATIONS

●Salesforce certified Platform Developer I

●Salesforce Service Cloud Consultant

●Salesforce Sales Cloud Consultant

●Salesforce Platform App Builder Certification

●Salesforce Certified Administrator (SCA)

●Salesforce certified Omnistudio developer

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