Sandeep Francis Email & Phone Number

Bengaluru, KA, IN

Bengaluru, Karnataka, India

Leading a team of Salesforce Administrators in the implementation of new Salesforce CRM system.Improved the Customer Satisfaction by supporting the Team members with Client handling.Worked with stakeholders to gather business requirements and created a detailed project plan that was followed throughout the project lifecycle.Designed and implemented.

Bangalore

• Created Salesforce Custom Objects, Custom fields, Page layouts, Custom Tabs, Reports, and various other components as per the client and application requirements.
• Recurring administration responsibilities: User management, maintenance, licensing, system security etc.
• Undertake business requests for creation or customization of reports & dashboards as per the client requirement.
• Provide remote support to CRM users located in Organization’s offices globally.
• Remotely engage with different teams to ensure data is correct across Accounts, contacts, Opportunities and allocated to correct storage in Salesforce.
• Created validation rules and identifying and correcting errors made by system users.

• Recurring administration responsibilities: User management, maintenance, licensing, system security etc.
• Undertake business requests for creation or customization of reports & dashboards as per the client requirementManaged Salesforce application user profiles, roles, permissions, generating security tokens, validation.
• Created users, roles, public groups, and implemented role hierarchies, sharing rules, and record-level permissions to provide shared access among different users.Creating and maintaining the documentation registering.

Sultanate Of Oman

• Managed the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved.
• To ensure that customer expectations are met or exceeded.
• Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.
• Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation.
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule.
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the.

Sultanate Of Oman

• Provided first-level technical support for global IT infrastructure supporting employees throughout Oman and overseas.
• Manage a staff of 20, troubleshoot, and resolve hardware, software, and connectivity issues for a mixed UNIX, Windows NT/2000, and mainframe environment.
• Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support.
• Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions, and foster strong client relationships.
• Achieve 95 percent first call resolution and reduced wait times by 75 percent while handling over 1,000 calls per week and averaging 200+ calls daily.
• Leverage extensive experience in multiple operating environments including mainframe connectivity and security, Windows NT/2000 workstation and server, and UNIX.

Bsc - Bachelor Of Science, Computer Science

Higher Secondary, Science

10Th, Science

Education record

https://trailblazer.me/id/sandy1109