Parul Agrawal Email and Phone Number

- Have 7+ years of experience as software engineer in providing technical support and development with 5+ years in Telecom domain & CRM systems and 2 yrs in pharmaceutical industry helping clients maintain smooth operations.- Develop customization (new fields, new objects, custompage layouts) to Salesforce.Maintains multiple user profiles, role hierarchy, security, and sharing rules in Salesforce.- Develop reports and dashboards for various teams and departments throughout the organization.- Maintain technical knowledge by using Trailhead for Workflows, Approval Process, Process Builder and Data Migration.- Customer- focused professional with superior communication skills and expertise in various technical platforms.- Provided IT support services, troubleshooting and system operations using Service Now and ITSM - Symphony Summit AI tool- Collaborated closely with stakeholders to drive strategy and implementation of VA scan and Security patch update process for overall DTAC project- Nominated by client head for development and implementation of new processes - SLA/ KPIs from CRM to improve business and reduce the incident count and monitoring efforts using Splunk, Kibana, Zabbix- Involved in feasibility check and implementation of automation use cases as defined by Touch Free Operations implementation by Telenor group and also identifying, implementation of simple to complex use case to reduce the manual effort by team members- Part of highly visible and critical transition projects with taking deep understanding of application flows, asking the right questions, escalation matrix to reduce time and thus preventing SLA breach and overall business impact- Being the youngest member in team was first to get exposure to single handedly handling critical production deployments using Jenkins, pre and post service verification, getting the runbook approvals for it in CAB meeting and with Rollback plans implemented-Writing scripts to extract data as per user's request from SQL, Informix and MongoDB- Ability to work under pressure and exposure to solve P1 kind of issues at short notice - Provided 24*7 support for web and client based applications- Involved in root cause analysis of reported issues E2E using Splunk logs, SOAP requests, Unix commands- Identified Long running queries and finding ways with DBA to fine tune them- Being part of Siebel CRM Development team worked upon various UI changes, Configuration - MVG, Links, BC, BO, Applet, EAI , Workflow and Scripting- Experience in deploying code using GIT and Azure