Mohsin Ali Email & Phone Number

Luton, Gb

Serving as the central point for all Salesforce integrations and the daily operations of Salesforce. Which includes the management of users, creation and updating of Forecasts, and the oversight of reports and dashboards.Operating on a fortnightly release schedule, which includes gathering requirements from the business and integrating them into the backlog. Careful management of the backlog is maintained to ensure the completion and thorough testing of all tasks. As they are added to changesets and then pushed into ProductionAdministrative tasks further encompass a variety of activities. These involve the management of page layouts, user accounts, hierarchical forecasts, along with roles, profiles, workflows, and flows, among other responsibilities.● Manage Salesforce integrations with various applications (Marketo, AWS, Gainsight, LeanData). Including field mappings, field validations, flows and documentation.● Supporting over 700 users globally working with teams around the world. This includes from creating reports to modifying data in Salesforce via Dataloader. Managing Salesforce Integrations which includes error finding and modifications.● Managing the Salesforce queue in Freshdesk and Sharepoint, handling on average 15-20 queries a day. Filtering these to either be resolved or adding them to the backlog, to be worked via our release process.● Created Salesforce Dashboards, Reports, and Approval Processes in Lightning.● Handled daily Salesforce operations queries, including user management, forecasts, reports queries, validation rules, flow issues, page layouts amongst others.● Managed a fortnightly release schedule and oversaw successful deployments.● Conducted admin tasks: page layouts, user accounts, and forecasting hierarchy.● Developed flows, field validations, and app integrations (field mappings).● Contributed to multiple projects, such as Showpad, Lead Data, Gainsight, Qualtrics, Consensus, and AWS.

London, United Kingdom

Sales Force Consultant For InchCape, working with other applications including, SalesForce Marketing Cloud, Jira Suite, Mulesoft, Azure, AWS, Kibana, New Relic and Gearset.● Carried out SalesForce integrations with SalesForce Marketing Cloud, Jira Suite, Mulesoft, Azure, AWS, Kibana, New Relic, and Gearset.● Supported product/release transitions for Salesforce CRM and collaborated with Engineering and platform teams. Working with a team of 2 testers, 1 Marketing Cloud dev and 2 Mulesoft Engineers. In addition to our Salesforce partners based in Australia.● Established relationships with stakeholders, communicated releases, incidents, and changes.● Maintained SOPs and product documentation, implementing monitoring for Azure, AWS, and Mulesoft.● Supported incidents, system administration, and DevOps practices.● Worked on a global Salesforce implementation project for digital transformation. A 4 year long project with over £1.5 million ● Migrated over 500 users from Salesforce Classic to Salesforce Lightning.● Overseen release transitions across Salesforce, Marketing Cloud, and Mulesoft, using Jira for sprint/backlog management.● Managed relationships with global stakeholders, ensuring correct assignment of new features/bugs and conducting testing for SIT/Staging Environments.● Handled Salesforce Release package building and merging, utilized GearSet for different Environments, monitored MuleSoft APIs through Kibana for system operation.

London, England, United Kingdom

● Carried out project refinements, coordinating tasks for Administrators and Developers.● Collaborated effectively with 3rd parties and Salesforce Architects.● Co-led telephony VoIP Project worth £750000- Migrated CECs to new call logging, integrated with Salesforce. ● Omni Channel Migration/Integration - Created/Migrated SLAs, Omni, Channel Statuses, Agent Call Statuses, and Knowledge database. Conducted key user testing.● Worked closely with a team who developed a Rewards Programme, microsite for Telegraph subscribers, enabling live event bookings, competitions, and rewards. Integrated with Salesforce via third-party host.● Gathered project requirements, assisted in estimating timescales and quotes.● Conducted team training on systems and processes, collaborated with 3rd party billing systems.● Implemented E-Commerce platform optimizations for reliable billing and improved customer experience.

London, United Kingdom

Product Owner for Access Control Systems (ACS) and Customer Manager Platform (CMP) Sales Force working at News UK within the technology team based in London, managing live products.● Promoted to Digital Operations Product Owner● Took 3 of the leading UK’s national newspapers behind a paywall, with over 1 million paid subscribers.● Worked in a team of 4, who were trained by myself. Worked alongside 4 Salesforce teams, with over 8 Salesforce developers.● Specialised in ACS and CMP Salesforce within the technology team.● Managed relationships with stakeholders from Commercial, Finance, Digital Technology, and Customer Contact Centres.● Created processes to handle customer issues within SLA.● Engaged in Agile methodologies alongside Salesforce Developers, fostering collaborative solutions, while also contributing within an ITIL framework utilizing Jira and Remedy Force● Prioritised features and bugs using cumulative voting in the backlot.● Communicated releases, incidents, and changes, creating flow diagrams and documentation.● Developed product roadmaps, driving operational requirements with development teams and platforms.● Conducted one-on-one sessions with Production Operations Level 2 teams, maintaining SOP for support teams.● Managed RemedyForce problem queue for products, coordinating with DevOps teams for bug fixes and tracking incidents.● Supported News UK Service Desks with customer profile, payment, and entitlement issues.

London, United Kingdom

Peterborough, United Kingdom

Project Work - As the SAP SME (Subject Matter Expert) I worked on 3 projects, which included creating and running test scripts for new SAP services. Creating User documents for the Business and Technology departments, this also included hosting training courses. Liaised with the Incident and Transition Management team, to successfully integrate this new service into the Service Desk.Secondment – Seconded to the Publishing Operations team for a period of 6 months.Provided 2nd line support to all Editorial Systems SAP C11 and SAP BW support – including updating records and running reports.Salesforce – Financial Force, CRM and Remedy Supported over 7000 NI users based InternationallyConfiguring and troubleshooting networksProvided support to bespoke Editorial SystemsSupported bespoke Digital Applications Provided support to bespoke Advertising ApplicationsSupporting PC and MAC InterfacesMobile Services Support for Vodafone – supporting BlackBerry, iPhone and iPad, Android, Windows Phone 7 devices, Blackberry Exchange Server & Exchange Active SyncInstalled and configured OS for MAC and Windows PC OSConfiguring and troubleshooting hardwareSupporting and maintaining desktop applicationsSupporting Microsoft Office 2003/ 2010 package including Outlook and GmailWorking to SLAsAchieved over 70% Fist Time Fix, along with a 95% Customer SatisfactionWorked within a team of 16 peopleShift based work on a 24/7 basis