Darshan Suthar Email & Phone Number

Toronto, On, Ca

Canada

Toronto, Ontario, Canada

• Increased engagement of sales team by 25% through thorough system training, customization, and personalized reports.• Increased performance activity of sales personnel by an additional 30% through customized fields and easy to retrieve information.• Customize user roles, hierarchies, profiles, and sharing settings to ensure data protection.• Created BRD, Test Cases and conducted UAT.• Supporting users of 50+ Markets around the globe.• Worked as Salesforce admin governing user account creation, personal information setup, password reset, Roles & Profile creation, user group creation, updating company profile.• Experienced in creating Custom objects, Custom fields, Role based page layouts, Custom tabs, Custom reports as per the client and application requirements.• Hands on experience in designing Security and sharing rules at object, field, and record level for different users at different levels of organization.• Hands on experience working with Case Management, Email- To-Case, web- To -Case, Workflow, and Approval Processes, queues & views, assignment rules.• Created Process Builder to implement business logic.• Created Email templates for the clients and customers.• Hands on experience in using Data Loader for insert, update and bulk import or export of data from Salesforce.com Objects.• Live Chat Configuration (Skills, Live agent configuration, Chat buttons, Quick text, Deployment).• Flows (Creating Surveys and mapping it with cases to trigger based on criteria)

• Created training manuals and utilized to professionally train end users either in person or via Web Ex.• Implemented Knowledge and Article PC for customer service team which improved their case age and resolution time by 50%.• Administered the Salesforce Project in JIRA to ensure that the Business deliverables are met on timely manner.• Facilitated JAD Sessions, requirement analysis with identified Stakeholders and ensured the Business Requirements are Signed Off.• Administering lotus notes for password digest and ID file release.• Administering active directory and office 365 online.• Configuring RSA software tokens for new users.• Assigning radius profiles, modification of the access as per the service request.• Providing emergency software tokens in case of lost tokens and resetting token access wherever required.• Worked on ServiceNow for ticket handling.• Resolving technical issues and helping end user with Microsoft Office, Microsoft Windows, and related software.• Providing floor support to colleagues in absence of team support.• Achieving high level of customer satisfaction while maintaining quality of support.• Meeting KRA parameters to maintain the specified SLA.• Resolving inbound cases with high FCR.