Information Technology Service Cloud

Pranay Kumar

Phone: +1-216-***-****

Email: ***************@*****.***

Executive Summary:

Overall 4+ years of Information Technology experience in Design, Implementation, Upgrade and Production, Testing - Implementation, Support for various business solutions in salesforce.com working as Admin. Salesforce Subject Matter Expert specializing in Financial Services Cloud, with strong proficiency in Sales Cloud, Service Cloud, and Experience Cloud. Proficient in implementing and maintaining DevOps solutions, including CI/CD pipelines, version control systems, and deployment tools like Gearset, Copado, and Azure DevOps.

Certifications:

Salesforce Certified Administrator

Salesforce Certified Platform Developer I

Salesforce Service cloud

Salesforce Sales cloud

Work Experience:

Clients: Ascension Health care, WI

Role: Salesforce Administrator Jun 2023 to Dec 2024

Responsibilities:

Proficient in salesforce standard objects (Campaign, Accounts, Contacts, Opportunity) and custom objects, page layouts, fields validations and its access to the user based on defined profile.

Worked for customization of Page Layouts, Field Level Security, Profile Settings, Validation Rules, Workflow Rules.

Used SOQL queries with consideration to Governor Limits for data manipulation needs of the application using platform database objects.

Developed various Custom Objects, Tabs, Entity-Relationship data model, validation rules, Components and Visualforce Pages.

Performed Salesforce. Confidential configuration activities creating Users, Roles, Profiles, Organization Wide Defaults, Permission Sets, Public Groups and Queues.

Automated sharing rules whenever there is a new change in Sales teams instead of using an Apex trigger.

Deep expertise in Salesforce Platform functionality, with a specialization in Experience Cloud, Partner Portal, and integrations with external systems to meet business needs.

Created page layouts, search layouts to organize fields, custom links, related lists and other components on record detail pages and edit pages.

Created Email templates, approval processes, approval page layouts and defined approval actions on them to automate the processes

Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.

Created modern Enterprise Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.

Skilled in Salesforce CPQ configuration and optimization, streamlining pricing and quoting processes.

Supported platform data integrations using tools like SQL SSIS, Boomi, Informatica, and Azure.

Worked on customization of custom settings, custom labels and Report types.

Used Data Loader to insert, update, and bulk import or export of data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.

Validated Data security and Sharing rules in Salesforce. Tested Users, Profiles, Role hierarches and Permission sets as per user profile and Public group.

Provided ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflows and Triggers.

Proficient in integrating external tools like DocuSign into Salesforce, enabling seamless document management and e-signature workflows.

Performed smoke testing, regression testing, and validation testing for validated Salesforce instance.

Supported the UAT testing and involve in conducting UAT Defect Status Meetings, monitor project status report to meet the deadlines as expected.

Exceptional communication and presentation skills, with the ability to convey technical solutions effectively to stakeholders.

Technologies: Saleforce.com platform, Apex Language, Visual force (Pages, Component & Controllers), Informatica Tool, Apex Data Loader, Security Controls, Google Chrome, Command Links, Workflow and Approvals, Custom Objects, Picklist Values, Sales Performance Lead Generation, Eclipse IDE Plug-in, Windows XP, HTML.

Client: APSIS Technologies, INDIA

Role: Salesforce Administrator May 2018 to July 2021

Responsibilities:

Manage all ongoing projects related to Service Cloud including interfacing with development and/or IT teams

Create and maintain system documentation for fields, processes and workflows

Create profiles and permissions documentation, governance framework, data mapping, and reporting and dashboard building

Implemented Case-Entitlement-SLA functionality to provide relevant services to bank customers as well as forward inquiries to specialized customer service operators and implemented Web-to-lead functionality to enable lead capturing in real time.

Worked as Production Support to help end-users in Login issues, workflows, reports and dashboards, and scheduling processes.

Implemented the web to lead functionality and setup the templates for the auto response emails.

Defined workflow rules, assignment rules for lead assignment in the web to lead case and approval process to ensure authorization.

Set up Time dependent tasks and field updates as actions for the respective workflows as required by the Business process.

Experience handling large databases with activities like Data Integration and Data Cleansing using Salesforce Data Loader, Data.com clean and Informatica Cloud.

Imported data using Import Wizard, Apex Data Loader for obtaining Lead and Contacts information.

Worked on Apex classes, controllers, controller extensions and developed triggers to make complex validations possible.

Designed and implemented integrations between Salesforce and external applications such as DocuSign, streamlining document workflows.

Optimized the Service Cloud to measure the impact of new product releases, including whether they are increasing or decreasing the number of calls for support.

Designed and developed User Interfaces for Sales Force users as per requirements.

Created search layouts to organize fields, custom links, related lists, and other components on record pages.

Technologies: Saleforce.com platform, Apex Language, Visual force (Pages, Component & Controllers), JavaScript, Apex Data Loader, Sandbox, Eclipse IDE Plug-in, Windows XP, HTML.

Education:

Bachelors: Electronics and communication Engineering, JNTU, India

Masters : Business Analytics, Lewis University, USA

Technical Skills:

CRM: Salesforce.com

SFDC Technology: Workflow & Approval Process, Dashboards, Reports, lightning, Analytic Snapshots, Custom Objects, APP Cloud, Sales Cloud, Service Cloud, APEX Language, APEX Trigger, Classes, Web Services, Visual Force (Page Controllers & Extensions), Apex Data Loader,CPQ

Customization Areas: Workflow & Approval Processes, Process Builder, Automatic Field Updates, Reports, Custom Objects, Custom Labels and Tabs, Sales Process, Account Teams, Sales Teams, Custom Page Layouts, Custom Fields, Field Level Security, Roles and Profiles, Account Management, Contact Managements Lead Management, Email Services.

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