Mukul Joshi MCOM, SFA, PSM, PSPO

Cell: +1-972-***-**** ad4wrv@r.postjobfree.com McKinney, TX - 75070 LinkedIn

WORK AUTHORIZATION: US Citizen

Certified Salesforce Professional having comprehensive understanding of Salesforce CRM platform. Seasoned in Salesforce Implementation, Customer onboarding & offboarding, Salesforce Configurations, Customization and Training of Salesforce & Salesforce based SaaS products for customers around the globe.

EDUCATION:

Savitribai Phule University of Pune, Pune, India.

Masters in Commerce, Accounting & Business Administration

Savitribai Phule University of Pune, Pune, India.

Bachelor in Commerce, Company Management, Secretarial Practice and Cost & Works Accounting

Savitribai Phule University of Pune, Pune, India.

Diploma in Taxation laws

CERTIFICATIONS:

Salesforce Certified Administrator Salesforce.com

Professional Scrum Master I Scrum.org

Professional Scrum Product Owner I Scrum.org

Oracle 9i Forms Developer: Build Internet Application SQL Star

SKILLS:

Salesforce Administrator: Salesforce Lightning & Classic UI CRM for Sales Cloud, Service Cloud and Marketing Cloud in Salesforce.com Salesforce customization Roles & Profiles Security Access Permission sets Field level security OWD & Sharing Rules Workflow Approvals Data Validation Analytics Pick lists Custom Formulas Master detail Relationships Many to Many Relationships Field Dependencies Approval processes Process Builder Automated alerts Field updates Email generation Salesforce customization of Reports and Dashboards Installation Salesforce.com AppExchange Apps User security permissions Experience gathering Analyzing & Prioritizing Business requirements Testing Salesforce Mobile Apps, Custom objects, Custom fields, Page layouts, Custom tabs Reports etc.

Implementation Manager: Project kickoff calls Installing & Configuring Salesforce native software application UAT Production Deployment Collaborating with multiple internal & external teams Developing Processes Creating & maintaining technical documentation Sanity checks Issuing licenses Generating support tickets & lodging enhancement requests

Scrum Master: Servant Leader Agile Scrum practices Promoting & Supporting Scrum Planning Scrum Events Leading & Coaching Organization in Scrum adaptation On boarding Project teams Facilitator

Product Owner: Product Backlog Management EBM Maximizing Product Value Sprint Goals User Stories Customer representative to development team Monitoring progress towards goals

Other: Project Self-confidence & Enthusiasm Detail Oriented Critical Problem Solving Analytical Skills Customer Relations & Administration MS Office (Word, Excel, PowerPoint) Smartsheet Visio Zendesk Fresh Services JIRA Confluence Replicon

WORK EXPERIENCE:

Upland Software, Austin Texas Aug 2021 – Mar 2024

Upland Software (NASDAQ: UPLD) helps customers increase revenue and reduces costs with a powerful cloud software library that provides choice, flexibility, and value. Upland provides “Altify”, an Account Planning software for sales optimization. Altify combines innovative technology with expert strategy and methodology for account planning, opportunity management and relationship mapping. Built natively on the Salesforce platform, Altify uses TAS methodology to guide sellers with contextual actions, insights, and best practices right within Salesforce. Altify helps customers grow revenue in key accounts and win the deals that matter.

Technical Consultant/ Salesforce Administrator, Remote

Working as a Salesforce Administrator/Implementation Manager for Upland – Altify Enterprise Software application which is built directly on Force.com platform.

As an Technical Consultant/SFA implemented 70+ salesforce projects for Altify software deployment. Responsibilities included keeping our Salesforce instances up to date, Executing Salesforce configuration alterations, onboarding customers, collaborating with the customer's salesforce administrators, sales operations, and executives to ensure our product seamlessly integrates and is tailored to their needs.

Daily tasks comprised addressing the support tickets to make changes to our production orgs, organizing internal and external kickoff calls, calls to validate installations, configuring prototypes by utilizing support access or engaging in live sessions alongside the customer's Salesforce administrator, conducting UAT testing, managing license allocation & permissions to users in production, navigating through multiple instances, and ultimately deploying the software in the client's production environment.

Implemented software configurations within Upland's production and full-copy sandbox environments, as well as in customer instances accessed through support channels. These configurations included, but were not limited to, tasks such as adding fields to page layouts, creating related lists, adding and configuring launchpads, configuring field-level security, assigning permission sets, scheduling batch jobs for completeness, adjusting session settings and CORS, editing custom settings, setting up picklist value sets, configuring Altify Apps, UAT testing and creating or modifying reports and dashboards as needed.

Conducted customer admin training sessions for Altify software administrators on configuring the software in the backend for their salesforce admins and IT teams, while also maintaining comprehensive documentation including product guides, version release documents, and project updates.

Developing processes & maintaining updated internal documentation tailored for client utilization, comprising product-specific software installation links, installation validation checklists, configuration run lists, configuration decisions, and test cases, Admin training presentations and checklists, customer updates notes to excel in this role.

Additionally, I played a crucial role in global customer success initiatives, overseeing projects in both EMEA and North America. This involved collaborating with customer stack holders, external and internal consultants, project managers, customer success managers, account executives, presales, and support teams to ensure successful client implementations.

Collaborated closely with Product, Engineering, and support teams to understand new software features, improvements, and constraints. Acted as a liaison between customers and the product team to address product gaps through regular interactions, initiating enhancement requests, and managing support tickets for the continual improvement of the product and overall customer satisfaction.

Delivered ongoing assistance to current implementations by resolving customer issues/inquiries through email correspondence, calls and necessary teams communications.

OraLee Cancer Research Foundation, Atlanta Georgia Aug 2020 – Aug 2021

Salesforce Administrator, Remote

Working with Non-Profit in Salesforce Administration and Development.

Deployed various applications such as MobileCause, Calendly, and Mailchimp within Salesforce, concurrently managing data migration tasks.

Conducted Salesforce customization tasks including data cleansing, security access management, user and profile updates utilizing the Salesforce Lightning UI.

Developed custom objects, fields, page layouts, record types, approval processes, field updates, and email generation processes.

Ensured data security by adjusting organization-wide defaults (OWDs), creating permission sets, and establishing sharing rules to safeguard data integrity, while troubleshooting any related errors.

Utilized data import functionality to integrate third-party contacts for cold calling purposes and merged data from Donately and MobileCause.

Designed and generated custom reports and dashboards tailored to specific requirements.

Initiated the implementation phase for Microsoft Office 365 products, Azure, Power Apps, and Dynamics for nonprofit organizations.

Installed different apps like MobileCause, Calendly, Mailchimp in Salesforce and in the process of data migration for the same.

Salesforce customization, Data cleansing, Security Access, updating Users, Profiles using Salesforce Lightning UI.

Created Custom Objects, Custom Fields, Page Layouts, Record Types, Approval Processes, Field Updates, Email generation.

Data security, updating OWDs and creating Permission Sets, Sharing Rules to keep Data secure, troubleshooting errors.

Imported 3rd party contacts using Data Import for making cold calls, integrating data from Donately & Mobile Cause.

Created custom Reports & Dashboards as per requirements.

In the initial process for implementing Microsoft Office 365 Products, Azure, Power Apps and Dynamics for Nonprofits.

McOrange Software LLC, Dallas, TX Sep 2018 – Aug2020

Salesforce Administrator / Scrum Master

Implemented Sales process using Salesforce CRM and Scrum framework for developing, delivering and sustaining complex products of highest possible value.

Mapped the customer journey and ensured best practices using Lightning as well as Classic UI.

Analyzed CRM business processes for Sales Cloud, Service Cloud and Marketing Cloud.

Administered and supported Salesforce.com including but not limited to managing multiple User setup, Profiles and Roles.

Customized Salesforce objects like Leads, Account, Contacts, opportunities, Products, cases and custom objects, fields, record types, page layouts.

Created and designed Workflows/Validation rules, Data security features, Field updates Assignment rules and Sharing rules.

Developed and created customized Reports and Dashboards for users at all levels of the Organization

Kept up to date on new releases and Salesforce AppExchange Apps.

Served as a Scrum Master for Scrum teams & participated in Scrum Planning to set Sprint goals.

Planned Scrum events & ensured they took place smoothly.

Conducted product demos for every sprint and carried out improvement measures.

Monitored and administered the sprint backlog and run the daily standup meetings.

Helped the development teams by coaching them and removing impediments when required.

Assisted the Product Owner and Scrum team in using Agile principles for creating releasable Product.

Collected and refined new business requirements for salesforce and adjacent systems.

Developed and tested new functionality, customizations and enhancements to understand and articulate complex requirements.

Trailhead by Salesforce Accomplishments Aug 2020 – Current

Salesforce Administrator Badges:

Trailhead Certified Salesforce Administrator, Trailhead Adventurer with 2 Super badges and 47 badges.

Developed “Recruiting Application” using different aspects of Salesforce CRM to track various Positions, Job Applications and Reviews.

Security Specialist Super Badge by Trailhead

Set object level security to control which user can access which objects

Set record level security to control which user can create and edit which records.

Set appropriate password policies to comply with security best practices.

Track field level changes to meet data retention requirements.

Set reports & dashboards public list view security settings to grant appropriate privileges to the users.

Set up multi factor authentication to enhance user login security.

Described capabilities to track changes to Salesforce settings.

Report & Dashboard Specialist Badge by Trailhead

Administered Reports & Dashboards visibility and access.

Applied Report typed and fields.

Designed record filtering strategy.

Created and surfaced Reports & Dashboards.

Applied Buckets, Groups and Custom summary formulas.

Created Dashboard components.

Recruiting Applicant Tracking System

Developed “Recruiting Application” using different aspects of Salesforce CRM to track various Positions,

Job Applications and Reviews.

Ensured best practices using Salesforce Lightning as well as Classic UI.

Created Company setup for the free developer's account by entering Organizational details, setting Default Locale, working hours, System permissions, Security & access, changed Logos of Salesforce Applications.

Analyzed CRM business processes by using Sales Cloud, Service Cloud and Marketing Cloud.

Administered and supported Salesforce.com including creating User setup, Profiles and Roles.

Customized Salesforce objects like Leads, Account, Contacts, Opportunities, Products, Cases and Created custom objects like Position, Job Application, Candidate, Job Posting, Employment Website and Reviews.

Created Master detail relationships between Job Applications & Review object and Look up relationship between Position & Job Application object.

Imported Positions and Candidates records using Data Import Vizards.

Created new Tasks, set Email alerts and updated Fields using Workflow rules.

Created and designed Approval process, Validation rules, Data security features, Assignment rules and sharing rules, Web to Lead, Web to Case forms and Escalation Rules.

Enabling Chatter, Feed tracking in Chatter, Global Actions, and Chatter Licenses.

Developed and created customized Reports and Dashboards.

Installed Multi Utility App from Salesforce AppExchange.

Used Salesforce auditing features to track Login history, Field history tracking, Setup Audit Trail.

Developed and tested these new functionalities and customizations and enhancements to understand and articulate requirements for the project.

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