Client Industry: Global Aerospace Company Project Description: Salesforce Service Cloud ImplementationProject Role: Product Owner/ Product Manager/ Release ManagerProject Responsibilities:Supported epic, feature and user story creation for the project scopeManaged offshore team to make sure developer team is delivering quality products while not causing any issues for the rest of the organizationHelped BA to create user stories as well as took point during discovery calls/workshopsPlayed PM role due to resource changes and created HLD documentation for the solutionWorked on all deployments for the project team using Copado from DEV to Test environmentsPlayed a critical role to make sure PM, BA, Architect and development team were on the same page to make sure we are building a solution for the client that would help them transition into Salesforce from SAP CRMWorked with various teams within the client organization as well as internal Capgemini teams that supports to project to make sure project deadlines and milestones are reached timely based on best practices and industry standards.

Worked with an implementation partner closely to make sure the Salesforce Service Cloud and multiple Customer Communities work together seamlessly and created numerous reports and dashboards to show the adoption and other key metrics to business users to help them how to best serve our customers.

Worked on implementation, administration, configuration and support of all sandbox (DEV,QA,UAT) and Production environments.Managed security roles, privileges, and data encryption, and single sign-on in Salesforce GOV Cloud environments.Performed deployments using Change Sets, ANT scripts and Gearset. Supported the integrations with ETL, Splunk and Cadence.Managed Salesforce Service Cloud including Case Management, Knowledge, Communities, Portals, Content, Live Agent.Managed Salesforce Sales and Marketing Cloud including Campaign, Lead, Opportunities Management, Quoting, Sales Methodologies.Worked on creating and updating Workflows, Process in Process Builder, Approval Process, Validation Rules, Record Types, Page Layouts, Roles, Profiles, Custom Objects and fields.Closely partnered with System Analysts, Solution Architects and Functional Subject Matter experts to translate requirements and build new Salesforce solutions leveraging standard configuration.Worked closely with Developers and QA team members to work on fixing bugs or help deploy enhancements and new requests from business users.Worked on creating reports and dashboards as well as gained experience with Salesforce Einstein Analytics.Worked on mass data updates using several different tools - DataLoader, DataloaderIO, Workbench.Installed/configured various AppExchange apps into different environments.

Played a key role as Salesforce Administrator in maintaining and improving business process best practices within Salesforce.com. As an administrator for Salesforce.com, identified, developed, managed and monitored the corporate growth strategy of the database to ensure the functionality meets growing requirements for a unified platform for all stakeholders. Using process-oriented skills, worked closely with various departments such as sales, marketing, care, IT and finance teams to support daily activities while implementing new features within the Salesforce system. Was also responsible for executing day-to-day configuration, training, maintenance and general support or improvement to the platform. Embraced the challenge of solving critical business problems and acting as the Salesforce.com knowledge expert for evolving and new processes within the company.

• Solved customers’ problems from all over the world on the phone and via e-mail.• Edited Satechi instructional product videos. • Designed and maintained Satechi YouTube channel (youtube.com/Satechi)• Processed orders, in daily basis, from different online channels and created reports to define which products needed to be manufactured and shipped to warehouse on time.• Designed and updated Satechi Amazon Webstore. - www.satechi.com• Managed Ebay channel. Designed Ebay Webstore and updated product listings in daily basis in order to increase the sales and profit. Under my management Satechi became a Top Seller on Ebay.• Tested new products and made recommendations in order to form a better design that can be sold easily in consumer market.• Was responsible for Social Media and Google AdWords. Updated keywords and used demographic data and created reports in order to increase sales in a cost effective way.

• Trained HP partners in the following subjects: HP IPG, PSG product group Pre-sales, Sales, and Post Sales (service)• Prepared course materials for specific needs of HP partners.• Participated HP’s major partner events (e.g. HP Roadshow 2008 Istanbul)• Trained courses in HP Designjet service training for EMEA HP partners (over 100+ partners from different countries)• Participated the creation of Bilge Adam HP Turkey demo center.• Ran demos and case scenarios for HP partners using the latest technologies in software and hardware.

• Participated in HP partner events and made presentations about latest technologies of HP IPG group.• Trained HP partners for using latest HP technologies with hands on examples.• Prepared case scenarios to show customer how they can reduce their printing costs.• Specialized in HP’s leader technologies such as WebJet Admin, HP UPD, HP MPA to analyze printer environments and created complete solution in order to decrease the cost and increase the productivity.• Participated demos for HP partners’ customers• Participated HP University project and traveled more than 10 universities in different cities located all over Turkey to inform HP’s latest printing technologies.

• Worked as technical support in HP Wintel Team for Turkey HP customers by phone and e-mail.• Trained new technical support agents.• Attended conference calls to give better support to customers.