Sonali Mishra Email and Phone Number

• Handling activities in Salesforce such as o User accounts management such as resetting passwords, deactivation of accounts, freezing accounts etc.o Handling login history table to spot any user lockouts, excessive login errors, and unexpected IP addresses. o Modifying roles or record-sharing rules to reflect any organizational changes or internal business rule.o Expanding or refining sharing rules and access privileges so records can be properly viewed and manipulated (while keeping the “special records” locked or hidden altogether).o Setting permission rules for a specific User or Group as per the organization requirement.• Scheduling and monitoring of application specific jobs using Control-M• Actively involved in change management process which includes executing the change request as per CR instruction. • Working in all phases of incident management in tools such as BMC Remedy & Easy Vista.• Handled BAU reporting by proactively identifying future issues.• Involved in housekeeping of windows as well as Linux servers.

• Worked in application support of SingleView Billing activities.• Performed customer’s daily bill cycle process using UNIX commands.• Managing BMC Remedy incidents involving SLAs, scheduling and tracking it to closure. Performing CR Work Orders for dispatching the new/current Tariffs in the production.• Proactive monitoring of the application to ensure successful execution of scheduled jobs.• Coordinating with different teams for better resolution of escalated incidents within the agreed SLA.• Handling of billing related incidents and managing Collections activities for the system with client interactions.• Handling Interconnect Operations like scheduling and maintenance tasks with client interactions.