Salesforce Program & Project Management Leader
Resume:
PROFILE SUMMARY
With ** years of IT experience, I specialize in Salesforce
customization and project management. I excel in
analyzing client requirements, risk assessment, and setting strategic goals for Salesforce implementations. I have successfully led cross-functional teams, including developers, consultants, and support staff, ensuring compliance with Salesforce best practices. My expertise includes project tracking, conducting status meetings, code review for optimization and quality, and thorough evaluation of functional and technical documentation. Demonstrated ability to deliver high-quality Salesforce solutions that align with business objectives and drive operational efficiency.
2024 - 2025
2021 - 2024
WORK EXPERIENCE
ROSHAN S MANSA
S R . T E C H N I C A L P R O J E C T
M A N A G E R
CONTACT
Pune, INDIA
***********@*****.***
16 Years 3 Months of experience
EDUCATION
2019
MBA/PGDM - Information
Technology
Gyan Vihar School of Engineering
& Technology, Jaipur
Grade - 6.5/10
KEYSKILLS
Technical Project
Manager
IT Project
Manager
Project Management
Sales
forcecom
Remote
Support
Technical Validation
Issue
Handling
Sr. Technical Project Manager
HARMAN Internationals
Plan, monitor, delegate tasks, ensure
deadlines, manage teams.
Technical Project Manager
Persistent System India Ltd
Analyzing briefs and project requests
from clients. Assessing risks,
opportunities, deliverables, and
threatsVisual force Java for projects.
Developing goals, tasks, and plans of
development for Salesforce projects.
Liaising with clients and management
about timelines, costs, and project
objectives. Managing a team of
developers, consultants, and support
teams in developing Salesforce projects.
2016 - 2019
2010 - 2012
2007 - 2008
2013 - 2016
Apex
Visual force
Java
HTML
CSS
Javascript
Service Delivery Management
Agile
Methodology
SDLC
Agile
Delivery Management
CERTIFICATIONS
Salesforce Service Cloud
Consultant
Salesforce Certified Platform
App Builder
Salesforce Certified Admin
(ADM201)
Salesforce Certified Advanced
Admin 211
Scrum Master
Project Management
Salesforce AI Associate
Salesforce AI Specilist
LANGUAGE
English
Hindi
Success Agent Tier 2
Salesforce India
- Oversee daily operations of the
customer support department, ensuring
efficient workflow and timely issue
resolution
- Address and resolve escalated
customer support cases to maintain high
satisfaction levels
- Develop and implement customer
support processes to improve service
quality and enhance customer experience
- Formulate, update, and enforce
customer support policies to align with
organizational goals and industry
standards
- Communicate latest product updates,
procedural changes, and market trends
to the support team, ensuring continuous
knowledge enhancement
Technical Support Engineer
Aloha Technology Pvt Ltd
Handled 5 members of the team, out of 5
three were L2 Tech Support engineers
and two were Manual Software Testers.
Took care of Support critical and Product
critical issues. Support critical issues are
handled with the highest priority by
providing web-ex remote support, web-
ex meetings, Conference call, or over the
phone.
Technical Support Engineer
WNS Global Solution Pvt Ltd
Handling Customer Administration.
Technical & commercial Validations for
Authorized customers. Checking
necessary details in orders & process the
rectified order in SITA's Siebel Tools like
BOSS (Business Operation Support
System), SESAM as well as customers
Tools like FILED and OPAS.
Sr. Application Support Engineer
Marathi HCL Career Development Centre (CDC)
- Led end-to-end application support for
critical enterprise systems, resolving over
95% of high-priority incidents within
defined SLAs, enhancing system uptime
by 20%.
- Spearheaded process improvements
and automation initiatives that reduced
incident resolution time by 30%,
contributing to increased operational
efficiency.
- Collaborated with cross-functional
teams to implement root cause analysis
and preventive measures, resulting in a
15% decrease in recurring system issues.
Contact this candidate