• Worked on configuration like Workflow Rules, Lightning Process Builder, Business processes, Record Types, Page Layouts, Reports and Dashboards Validation Rules, Security Implementation, Case Management, Case Escalation, Import Wizard, Data Loader, Chatter, Salesforce Partner and Customer Community and custom point & click application development as needed sometimes.• Administrated and monitored the company's Salesforce sales cloud application by creating the workflows for automated lead routing, lead escalation and email alert.• Configure and customize Salesforce.com Sales and Service cloud applications.• Worked closely with software development & testing team members to design & develop robust internal solution to meet client requirements for functionality, scalability & performance.• Salesforce Configurations/Customization's – User Interface, Page Layouts, Tabs, Custom Fields, Custom Objects, Validation Rules, Triggers, Live Agents, Creating Profiles, Roles and Users.• Client Interaction/Customer Interaction on daily basis for requirement gathering to get work done on given SLA.• Directly reporting to VP Sales (Client) of EWS for day to day work.• Onsite point of contact for salesforce for the inside sales team.• Contribute to deployment activities for different SFDC Applications.• Lead Management, Conversion, Opportunity and Sales Process, Case Management, Assignment, Auto response Rules, Email to Case, Web to Case.

• Tool Customization as per the user request, Creating / Provisioning of user profiles for multiple products.• Experience with collaborating with business stakeholders, business process owners, technical project managers, and technical teams to execute business analysis tasks.• Troubleshoot issues raised by users and provide prompt resolution. Escalate to senior team members within the internal team or Premier Support as necessary.• Worked on production environment as well as testing environment on One Trust Tool.• Worked for different AT&T products as per the requirement of the client/customer.• Majorly worked on Support, Administration and Configuration aspects of applications for global clients.

• Worked as Salesforce System Administrator (Technical Process Specialist/Business Analyst).• Worked on L1 and L2 incidents and provide resolution to complex business requirements.• Provided support to 150 Salesforce users for different regions (APAC, EMEA, and USAI) & acted as the primary point of contact for end-user support.• Worked closely with the development team to customize, develop, design and manage ongoing system solutions to meet the organization’s goals.• Worked with various salesforce.com objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards.• Customized various Salesforce.com Standard Objects Leads, Account, Contact, Opportunity, Activities and custom objects.• Adding and deactivating users on Salesforce a running the Sales report to help forecast.• Mapping of ongoing business and operational processes and offered direction for improvement.• Using my SFDC skills to improve processes and productivity, and make recommendations to support an organization scaling at a rapid pace.• Contributed to deployment activities for different SFDC Applications. Managed the database for the team's regions and performed basic administration, de-duping and clean-up procedures.• Getting touch with development team to resolve L3 issues on calls – gathering requirement & passing on to the customers.• Daily administration and support of Salesforce, including configuration updates to security, sharing rules, profiles, roles, live-Agents custom & standard objects, fields, record types, page layouts, Workflow Rules, Process Builder, reports/dashboards and validation rules.• Worked on the Schema Builder, Master Detail Relationship’s, Look-Up Relationships, Roll-Up Summary aspects.• Responsible for ongoing Salesforce best practice training and materials to internal departments and new employee orientation.• Deployment using Change Sets & Full Copy Sandbox.

• Act as the primary point of contact for Salesforce users/User Management.• Monitor and resolve issue/bug tickets related to Salesforce.• Worked extensively on Salesforce.com standard objects like Accounts (Person and Business), Contacts, Opportunities, and Cases.• Worked on requirement gathering & delivering the best solution to client using best Salesforce practice.• Managed ongoing support request and administrative needs of users on Service cloud Case Management aspects.• Salesforce.com support for L1, L2 Incidents. • Daily administration and support of Salesforce, including configuration updates to security, sharing rules, profiles, roles, live-Agents custom & standard objects, fields, record types, page layouts, Workflow Rules, Process Builder, reports/dashboards and validation rules.• Created Profiles & implemented object-level, field-level & record-level security & managed roles, visibility settings.• Worked on Change Request's (CR's) - creating & resolves for various issues on Remedy Tools.• Taken necessary calls/meetings whenever required for better customer satisfaction & requirement.