Field Service Software Engineering

Mounika Duggirala

Contact: 732-***-**** Email: *************@*****.***

Profile

Highly accomplished Salesforce.com 9x Certified Professional with over 10+ years of experience in software engineering, IT product delivery, application development, business analytics, and enterprise support.

Successfully implemented SFDC Marketing Cloud, Sales Cloud, Service Cloud & App-exchange applications for various healthcare, Banking Industry, Retail and life sciences clients.

Demonstrated success in serving as a strategic bridge between business stakeholders and Salesforce development teams, ensuring the delivery of aligned and effective Salesforce solutions."

Led workshops with businesses and implemented multiple projects through all phases of the Project life cycle.

Performed Salesforce administrator tasks including creating custom objects, custom fields, permission sets, and role hierarchy based on the organization’s structure, page Layouts, record types, flows, process builder, workflow rules, lightning app builder custom reports, and dashboards.

Skilled in APEX, Visual Force, LWC, Salesforce APIs, SOQL, and the Force.com platform.

Designed and developed applications utilizing App exchange products including ServiceMax, DocuSign, Field Service Lightning, and Conga.

The ability to develop technical specifications and recommend architecture options to meet business needs.

Excellent time management skills and ability to prioritize multiple in-progress projects while keeping all projects on track.

Experience as a customer consultant with strong interpersonal skills and broad business, technical, and industry knowledge.

Proven expertise in requirements analysis, documentation, and testing, complemented by strong project management capabilities and a detail-oriented approach to managing long-term releases across Agile and Waterfall frameworks.

Passionate about coaching, mentoring, and elevating the skills of those who seek growth.

Salesforce Skills

Service Cloud, Sales Cloud, Marketing Cloud, Salesforce Lightning, Fields Service Lightning, Communities, AppExchange, Workflow and approval, Process builders, Flows, Email Alerts/Templates, Validation Rules, designing custom data models, Apex classes, Visual Force, Triggers, Sharing Settings, Roles & Profiles, Custom Reports, and Dashboards, Data Loader, Workbench, Packaging, and Deployment, Requirements Analysis, Documentation, and Testing Methodologies, SQL Querying.

Tool Box and Applications

JIRA

Confluence

Aha

Lucid Chart

MYSQL

Copado

Office 365

Google Suite

Smartsheet

LucidChart

Eclipse IDE,

Visual Studio

Conga Composer & DocuSign

ALM

Asana

Figma

API’s

MuleSoft

Field Service Lightning

Conga

Certifications

9x Salesforce Certified: Platform Developer I Sharing and Visibility Designer Sales Cloud Consultant Service Cloud Consultant ǀ Administrator Platform App Builder Field Service Consultant Business Analyst Advance Administrator

Work Experience

Accenture – Saint Louis, MO April 2018 – Present

Client: Amazon- Seattle

Role: Salesforce Product Owner

Led end-to-end product discovery and served as a Subject Matter Expert (SME) for enhancements to warehouse operations, conducting stakeholder interviews, reverse engineering legacy systems, and mapping current-state vs. future-state workflows to uncover automation and data consistency opportunities.

Owned and maintained a well-prioritized product backlog on the Salesforce platform, including marketing automation capabilities, in close collaboration with engineering and product teams.

Partnered cross-functionally with Sales, Marketing, Customer Support, Operations, and IT teams to define and deliver scalable Salesforce solutions tailored to complex business challenges.

Actively collaborated with Salesforce administrators, developers, and business stakeholders to ensure on-time delivery of enhancements and participated in Agile ceremonies including sprint planning, demos, and retrospectives.

Ensured platform integrity, scalability, and performance across Sales Cloud, Service Cloud, and Marketing Cloud, aligning solutions with enterprise architecture standards.

Tracked and evaluated feature performance post-release to maximize business value, using tools such as Tableau and Salesforce Reports for real-time reporting and insights.

Continuously stayed current with Salesforce platform updates, releases, and industry best practices to enhance system capabilities and user experience.

Planned and facilitated comprehensive User Acceptance Testing (UAT) sessions with business stakeholders—developing detailed test scripts, managing execution, and coordinating QA handoff and final approvals.

Analyzed service desk tickets and customer feedback to identify high-friction pain points in case workflows; translated these into actionable features, resulting in a 25% reduction in ticket volume post-implementation.

Drove business impact by designing KPI dashboards and leveraging reporting tools (e.g., Tableau, Salesforce Reports) to deliver real-time insights into operational efficiency, which informed quarterly roadmap planning.

Championed cross-functional collaboration between QA, development, and business teams to ensure timely delivery of features; tracked release performance through successful metrics such as defect leakage rate and NPS improvement.

Reduced regression defects by 30% through effective UAT coordination.

Participated in UAT (User Acceptance Testing), tracked issues, and collaborated with stakeholders to resolve defects promptly.

Client: PNC- Pennsylvania, PA

Role: Salesforce Sr. Business System Analyst

Led Client discussions to gather requirements and documented them, successfully delivered 4 new user journeys to production.

Created 300+ user stories for the Integration and Salesforce, ensuring alignment between the client business team and Accenture technical team.

Collaborated closely with the technical and testing teams to quickly resolve roadblocks and address issues during development and testing, ensuring smooth project progress.

Experience in Functional, Smoke, Positive, Negative Testing, End-to-End Testing & Regression Testing.

Designed and maintained test cases and traceability matrices to ensure complete coverage of business requirements

Supported production Line of Business validations during release weekends.

Client: PG&E – San Fransico, CA

Role: Salesforce Business Analyst

Led grooming sessions with the Client and identified requirements, dependencies, and potential concerns.

Collaborated with the UX team and created 200+ user stories.

Created end-to-end flow/sequence diagrams for the client's business processes, including start, stop, transfer of utility services, and service appointments.

Worked with the technical team and resolved blockers or issues they encountered.

Prioritized stories and tasks in sprints based on critical milestones and deadline dates.

Collaborated with QA teams to triage defects, prioritize bugs, and retest fixes during agile sprints

Validated data integrity and field-level security through SOQL queries and Data Loader exports

Facilitated defect tracking and resolution using JIRA / Azure DevOps, ensuring all test failures were documented and addressed

Client: Bankers Health Group –Miami, FL

Role: Business System Analyst (Analyst and Admin)

As the work stream owner, I led the discussions with business stakeholders defined business processes, and created more than ~70 user stories for Salesforce and integrations.

Redefined the processes to migrate ~40% of processes performed in third-party systems to Salesforce Marketing and Sales cloud.

Reduced the assignment queues by 50% based on usage. Scoped and de-prioritized 30% of the requirements for development based on value and effort.

Created user journey maps, process maps, wireframes and used data and analytics to define an MVP and provided detailed functional and technical designs.

Collaborated with the technical team to design and develop solutions that meet the Client’s business requirements and user stories.

Created and managed the test scripts for the product suite for regression as well as enhancements.

Followed the Agile process, created user stories, and assigned them to the team based on their capacity during the sprint planning session.

Handled all the scrum ceremonies, including daily standups, refinement, planning, and retrospective sessions.

As the lead business System analyst, I mentored junior analysts and worked independently to adapt to shifting priorities, demands, and timelines in the fast-paced environment.

Created proof of concepts and developed the product using Salesforce admin tasks.

Performed system testing on the requirements that were completed with the build and created enhancement requests.

Performed post-deployment smoke testing in Production to ensure successful feature rollout

Trained UAT testers and business users on how to execute test cases and record results

Client: Alcon – Fort Worth, TX

Role: Business System Analyst (Analyst and Admin)

Collaborated with the internal product team and engaged with business stakeholders daily to gather requirements and update backlog items.

Performed backlog grooming and finalized the requirements for the Program Increments, iterated every 4 weeks.

Created and managed test scripts. Executed the scripts and worked with developers to fix the issues. Trained and assisted the UAT team to execute and sign off the enhancements.

Managed sprint activities by calculating the capacity of team members and estimating the build time.

Designed technical solutions on the Force.com platform using ServiceMax to meet the business requirements.

Identified the gaps in business processes and manual tasks to optimize and automate processes.

Implemented Security access to the user profiles by creating object-level and field-level security.

Experienced in Single Sign On, Delegated Authentication, and SAML.

Built solutions to business requirements using Salesforce Workflow, process builders, Flows, validation rules, Service Max, etc.

Designed and developed to maintain company, team, and individual dashboard metrics. Exported Salesforce.com reports, analytics, and dashboards to support and monitor daily activity and key performance (KPI) measures.

Deployed the technical solutions to Production using Copado.

Provided deployment, training, and change management support to the business.

Worked closely with business leaders to respond to and proactively identify challenges that can be solved with system and/or process improvements.

Trained and provided ongoing support and development to CRM data stewards globally.

Managed functional testing cycles, including test planning, script development, status reporting, and test execution.

Troubleshot and facilitated issue resolution with techno-functional workarounds.

Assisted with front-line support for 1000 Salesforce.com users, including responsibility for user support/training.

Client: Baxter– Chicago, IL

Role: Salesforce Administrator

Designed a product to improve the speed and efficiency of Field Service Operations by providing the Field Engineers with easy access to their scheduled jobs or work orders.

Defined the functional requirements based on my service cloud knowledge to design a customized product, which can be readily used by different clients with minimal changes.

Consider the day-to-day activities of Field Service Agents, dispatchers, and Field Engineers while defining the requirements.

Experienced working with Service Cloud data model, including Cases, Work Orders, Inventory Locations, Parts Requests, Product Transfers, etc.

Performed roles of Administrator and developer in the organization for customization and configuration.

Designed and developed workflow rules, flows, validation rules, email notifications, etc.

Established and implemented best practice procedures for system maintenance and optimization, configuration development, testing, data integrity, etc.

Developed, maintained, and performed processes to continuously monitor data quality and integrity in platform applications.

Determined a plan and timeline for the implementation of approved Change Management cases.

Consulted with all stakeholders to improve business processes, including developing functionality to automate manual processes.

Client: Adecco- Remote

Role: Salesforce Consultant

As a team lead, I interact with clients, offshore for requirement gathering and story grooming, and effort estimation.

Developed API services to integrate different country-specific Salesforce instances to exchange Chatter messages.

Conceptualized and implemented design strategies for Salesforce and integrated systems.

I took end-to-end responsibility and participated in key meetings with clients, including requirement sessions, system demos, user acceptance testing, and end-user training

Supported QA/UAT testing and coordinated with respective teams for issue resolutions

Led multiple projects in parallel and successfully delivered all of them within the stipulated timelines.

Worked with very demanding client stakeholders and delivered the product of high quality under tremendous pressure.

Client: Dynegy – Houston, TX Jan 16 – Feb 18

Role: Salesforce Administrator/Developer

Worked closely with Managers, and business analysts performed a detailed analysis of business and technical requirements and designed the solution delivery with architectural decisions.

Worked with the business team to understand and document the high-level requirements of various teams.

Developing design and implementation documents with solution design.

Involved in exploring technological capabilities and providing alternate design solutions also involved in the deployment and preparing End User Manuals and Help documents.

Performed Salesforce Administrator tasks like creating custom objects, custom fields, Permission sets, Defining Role Hierarchy based on the Organization’s structure, Page Layouts, Record Types, Process builder, Workflow rules, Flows, Lightning App Builder, custom reports, and dashboards.

Performed Administrative activities for Sandbox creation and managing various Sandbox environments for all the stages of the SDLC.

Developed Custom Objects, Custom tabs, Entity-Relationship data model, validation rules, Components, and Visualforce Pages to suit the needs of the application.

Facilitated data imports/exports, data cleansing, Data categorization, and data integrity projects.

Involved in data conversion from Legacy CRM system to Salesforce across 10 objects.

Extensive experience with Salesforce App Exchange products like Conga Composer and Action Grid

Salesforce Object design model implementation for scalable application performance.

Client: Raster Technologies - India June 2012 – Dec 2012

Role: Associate Developer/Admin

Created an Approval process for routing the order

Created a custom application for all modules and Custom Objects as per the requirement

Created Visualforce pages for selecting multiple products along with their quantities for ordering

Created Users, Roles, and Profiles and many Page layouts and assigned for the users according to the

Role and Profile

Designed, Developed, and Deployed Apex Classes, Apex Triggers, and Apex Test classes for various

Functional needs in the application

Worked on Triggers to update the warehouse module and finance module

Worked on Workflows for Email sending to vendors

Created Visualforce pages for generating invoices in the form of pads

Imported Data using Apex Data loader and Import/Export wizard

Education

Bachelor’s in engineering, JNTU, Hyderabad August 2008 – May 2012

Contact this candidate