Contact no. 775-***-****

E-mail:- admjik@r.postjobfree.com

Professional Summary:

Having total 10 years of total experice and 6 years of experience in Salesforce Customization and Configuration.

Experience cases related to Lighting for Outlook.

Experience in Lightning sync, Lightning for Exchange.

Experience in Lighting for Google and Lightning for gmail.

Experience in managing data security using OWD, Sharing rules and Role hierarchy

Experience in Lightning for Salesforce Inbox, Salesforce for Outlook.

Experience in Email-to-case.

Experience in Email delivery.

Experience in Email to Salesforce on all Lightning platform, Email Template, Outlook Integration.

Experience in Einstein Activity Capture.

Analyzing the Scenarios for switching between salesforce classic and the Lightning Experience

Skills

Sales force.com

: Lightning Configuration, Usage Email Desktop and integration, Lightning App Builder

Languages

: HTML, XML, CSS, Web services\Integration

Tools & Systems

: Configuration, EDI and usage

Operating Systems

: Windows server 2008, R2.

Education

Completed MBA in Information Technology in the year 2019.

Completed Graduation specialization into (Computer Application) 2004 batch.

HSC from Wadia College Maharashtra Pune.

SSC from Army Children School Pune.

Certifications

Salesforce Service Cloud Consultant

Salesforce Certified Platform App Builder.

Salesforce Certified Admin (ADM201).

Salesforce Certified Advanced Admin 211.

Professional Experience

Worked with Salesforce India as Sr.Salesforce Admin Support for ( L2 and L3)from Sept 2016 till 8th June 2019.

Worked with HCL CDC Pvt Ltd as Sr. Application Support Engineer from 5th May 2013 to 2016 location Pune India.

Worked with Aloha Technology Pvt Ltd as Technical Support Engineer from 13th Sept 2010 to 18 Dec 2012.

Worked with WNS Global Solution Pvt Ltd as Technical Support Engineer from 13 June 2007 to 7th Oct 2008.

Roles and Responsibilities:

Upgrading and configuring Salesforce systems for optimized integration.

Managing Salesforce roles, profiles, sharing rules, workflows, and groups.

Importing sales department leads, contacts, and other data.

Maintaining the Sales Cloud, as well as building custom reports and dashboards.

Performing database maintenance tasks, including diagnostic tests and duplicate entry cleansing.

Evaluating and installing new Salesforce releases, as well as providing training and support.

Documenting processes, including error reports and changes to field history tables.

Preparing reports for Sales and other departments.

Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.

Support ticketing - problem understanding and resolution with minimal escalations.

Ownership of global User Administration and Production Support processes

Coordinate with Quality Team.

Responsible in accepting to work on core areas and ability to take challenges.

ii) Worked with HCL CDC as Sr. Application Support Engineer from 5th May 2013 to till 2016

Location: Pune, India

Duties & Responsibilities:

Handling Salesforce Support Cases on the priority basis.

Assigning cases to Team member

Taking ownership of case providing support until issue is resolved

Reproduce the issue in my org before going on the call.

Taking Remote session of client computer and providing solutions

Coordinate with Development Team regarding issues

Creating articles

Helping Team members if they need help on the cases

Providing Training if required

Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.

Support ticketing - problem understanding and resolution with minimal escalations.

Ownership of global User Administration and Production Support processes

Coordinate with Quality Team.

Worked with Aloha Technology Pvt Ltd as Technical Support Engineer for Propalms TSE from 13 September 2010 till 18 December 2012

Location : Pune, India

Duties & Responsibilities:

Worked as Sr Technical Support Engineer with Aloha Technology Pvt Ltd with project called Propalms TSE.

Propalms Terminal Services Edition is an application-delivery management program that works within the network-centric, server-based computing paradigm.

It was a server and web-based computing solution that offers application provisioning and environment configuration from one familiar, easy-to-use Management Console.

Being associated with Propalms TSE I was handled 5 members of team, out of 5 three were in L2 Tech Support engineers and two were in Manual Software Testers.

Took care of Support critical and Product critical issues. Support critical issues are handled with highest priority providing web-ex remote support, web-ex meeting, Conference calling or over the phone.

iii) Worked for WNS Global Solutions Pvt Ltd as TSE - Technical Support Engineer from 13 June 2007 till 7th October 2008

Location: Pune, India

Process: (SITA-Society of International Telecommunications and Aeronautics.)

Vertical- ES - (Enterprises Solutions)

SDU - (Service Delivery Unit.) Team -OM - (Order Manager) Skill Level - 6.

KRA's:

Duties & Responsibilities:

Handling Customer Administration.

Technical & commercial Validations for Authorized customers. i.e. Site, Site contacts, location codes. Debt failure of customer.

Checking necessary details in orders & process the rectified order in SITA's Siebel Tools like BOSS (Business Operation Support System), SESAM as well in customers Tools like FILEADE and OPAS.

Communicate with the customers for Technical & commercial Validations failure.

Assigned valid activities to different Teams to follow-up the order till the delivery done.

Communicate with the PM (Project Manager) as well as SDM (Service Delivery Manager) regarding Router related problems like modification, cessation, addition and migration.

Professional Expertise

Customer Communication

Team Player

Initiative in learning newer things

Personal Information

Name: Roshan S Mansa

Date of Birth: 06/01/1979

Marital Status: Married

Email Id: admjik@r.postjobfree.com

ROSHAN S MANSA

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