• Identify the business impact and urgency of the incidents and take necessary actions.• Identify recurring incident, create problem ticket & coordinate with technical teams using CSM Service Console tool.• Identifying SR which has not been worked according to agreed SLA.• Suggest workaround for high/Major incidents to the team.• Service management which includes handling high priority cases.• Closely worked with the Major incident team by creating reports and coordinating with teams to resolve issues and working on a continuous basis for finding the root cause.• Involved in Setup activities and customizing applications to match the functional requirements of the organization.• Implementing new enhancements including creation of custom objects, workflows, Process builder • Creation of assignment rules, escalation rules, validation rules, Sharing rules, autoresponse rules.• Maintaining multiple user territory, security, profiles.• Have delivered the change requests, new enhancements, bugs on a regular sprint basis.• Used Data Loader and Salesforce inspector for insert update and bulk import or export of data from Salesforce.com.• Involved in Support of Incident tickets and delivery them without violating the SLA.• Involved in Monitoring activities for failed DST's and reprocessing those after further analysis in Prod Sandbox.• Worked in UAT testing for any Change requests and configuration done in Sandbox before deploying it the Production Org.• Preparation of Daily and Weekly Status Reports.• Worked on Agile and Scrum Methodology.

• Salesforce Support and Configuration for Financial Organization.• Worked with Organization Wide Defaults, Role Hierarchies, Sharing Rules, Profiles. • Designed and deployed the Custom Objects, Custom Tabs, Entity-Relationship, Data Model, Validation Rules, Workflow Rules, Case Assignment Rule, Auto-Response Rules, Page layouts Components, Lookup and Master-Details relationships on the objects and created junction objects.• Used Data Loader for insert update and bulk import or export of data from Salesforce.com.• Used change sets to send customizations from one Salesforce org to another.• Used sandbox mode for testing and migrated the changes to the production.• Involved preparing of functional document.

• Salesforce Support and QA for Energy & Utilities Organization.• Maintained user accounts, sharing rules, roles, profiles, field level security.• Worked on extending standard Sales Cloud objects like Accounts, Contacts, Price Books, Products, Users, Campaigns, Leads, Opportunities, Cases, Solutions, and Quotes etc.• Worked with Approval processes, Workflows and Sharing rules.• Used Tabular, Summary and Matrix reports to create Standard reports and Custom reports.• Involved preparing of functional document.• Involvement in preparation of Test Scenarios, Cases and Test Data.• Involved preparing of functional document.• Involved in client interaction for requirement gathering.• Involvement in preparation of Test Scenarios, Cases and Test Data.• Responsible for GUI and Functional Testing using Black Box Testing Techniques.• Involvement in Test Execution , Results Analyzing and Defect Reporting.• Involved in various level of testing like Sanity, Real, Regression and Final Regression.• Performed Cross Browser & Compatible Testing.• Preparation of Daily and Weekly Status Reports.• Worked on Agile and Scrum Methodology.

• Study, Analysis and review of Technical Specifications.• Preparation of Test Cases, then reviewing and Updating Test Cases.• Responsible for Functional Testing and Regression Testing.• Involved in various level of testing like Sanity, Real, Regression and Final Regression.• Performed Cross Browser Testing.• Involved in back end testing (Data Base) using SQL Server to validate and verify data.• Involved in the TUI/IVR testing for telephony platform to integrate with Voicemails, Fax, and Greetings etc…..• Performed Ad – hoc testing as per the client requirements.• Defect tracking & Defect reporting using Jira.• Configuring the Environment and Test Setup.• Intimating client on status update daily/weekly basis.