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 automation processes.Created and delivered training sessions to end-usersHeading Salesforce Administration & Delivery Team on the Salesforce platform that leveraged Sales Cloud, Service Cloud and force.com platformsSpearheading administration - on Salesforce configuration changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards and reports.Acting as the main system administrator for handling the work environment of salesforce.com with multiple users.Performing impact analysis and communicate the impacts and/or changes required based on Salesforce releases

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.• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.• Prepared training manuals for new Sales Leads / SFDC users. Manuals consisted of SOP’ and handouts containing steps to create Contacts, Leads, Accounts, Opportunities, • Salesforce Administration, Customization, Implementation, Training & Monitoring CRM tool.• Managed Salesforce application user profiles, roles, permissions, generating security tokens, validation rules.• Created users, roles, public groups, and implemented role hierarchies, sharing rules, and record-level permissions to provide shared access among different users.• Research and recommend innovative and where possible automated approaches for administration tasks.• Creating and maintaining the documentation registering common issues, and resolution methods.• Migrated Data using for inserting, update and bulk import or export of data from Salesforce.com Objects using Data Loader, Data Import Wizard, Workbench.

• 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 rules.• 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 common issues, and resolution methods.

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 and meet requirements.• 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 processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%)• 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 employees working times and provide backup support. Interact with internal and external customers. (20%)• 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 single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%)• Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%)

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.• Assess department performance through various statistical and reporting methodologies. Develop processes to monitor trends based on customer calls, issues, queries and recommend ways to improve the quality of technical service as well as reducing repeat incidents.• Escalate issues as needed and maintain communication with the customer and technical teams. Utilize Remedy to record and track issues.• Independently design new staffing schedule to improve nighttime coverage and reduce overtime costs by 42

Bsc - Bachelor Of Science, Computer Science

Higher Secondary, Science

10Th, Science

Education record

https://trailblazer.me/id/sandy1109