Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Timeline
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Aditi Sharma

Aditi Sharma

Hyderabad

Summary

Resourceful Senior Technical Support Engineer with a proven track record of high productivity and efficient task execution. Specialized in troubleshooting complex software issues, implementing robust solutions, and ensuring system integrity. Expertise includes network configuration, database management, and cybersecurity practices. Strong communication, teamwork, and problem-solving skills, effectively utilized to deliver exceptional technical support and build positive client relationships.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Technical Support Engineer

Salesforce
Hyderabad
09.2021 - Current
  • Delivered high-level technical support by addressing customer inquiries, troubleshooting complex platform issues, and providing timely resolutions for critical incidents.
  • Independently managed and resolved Severity 1 incidents for key signature accounts, minimizing operational disruption and ensuring business continuity.
  • Acted as the primary liaison between technical teams and stakeholders, ensuring effective communication and timely updates throughout incident resolution processes.
  • Successfully managed key stakeholder relationships during critical incidents for all signature Salesforce accounts, fostering trust and transparency.
  • Proactively supported high-demand periods for financial accounts, anticipating challenges and maintaining uninterrupted service.
  • Provided comprehensive post-incident reviews, offering stakeholders actionable insights for process improvements and preventative measures.
  • Served as the primary contact for financial accounts, leveraging deep industry, product, and technical expertise to guide clients in preparing for peak seasons and achieving business goals.
  • Authored detailed technical documentation for Salesforce systems and processes, improving knowledge sharing and operational efficiency across teams.
  • Designed and implemented automation tools to streamline system maintenance, reducing manual intervention and enhancing operational consistency.

Technical Engineer

Salesforce
Hyderabad
12.2019 - 09.2021
  • Analyzed user requirements and developed detailed functional specifications to align with business objectives.
  • Delivered expert technical support to Salesforce Premier accounts via phone and email, ensuring timely resolution of customer issues.
  • Produced comprehensive documentation for internal use and customer-facing resources, including product manuals and FAQs, to enhance user experience.
  • Prepared and presented strategic presentations for senior management, highlighting key upcoming projects and initiatives.

Senior Salesforce Developer

Accenture
Pune
03.2016 - 11.2019
  • Developed, tested, and deployed Apex Classes, Triggers, Visualforce Pages, Lightning Components, and Batch processes on the Salesforce platform.
  • Integrated Salesforce with external systems using SOAP and RESTful APIs to enhance system interoperability.
  • Evaluated existing system architecture and implemented best practices to ensure scalability and optimal performance.
  • Provided technical mentorship to junior developers, guiding them in Salesforce development tasks and ensuring adherence to best practices.
  • Designed complex workflows, approval processes, and validation rules to automate business logic and streamline operations.
  • Developed customized reports and dashboards to meet diverse user requirements and improve data-driven decision-making.
  • Addressed data integrity issues through data cleansing activities, including de-duplication and mass updates of records.
  • Optimized code performance by implementing bulkification techniques in Apex classes and triggers, improving efficiency and scalability.

Salesforce Business Analyst

Wipro
Kochi
09.2015 - 03.2016
  • Collaborated with stakeholders to gather business requirements and translated them into detailed functional specifications for Salesforce solutions.
  • Conducted gap analyses to assess current workflows and recommend Salesforce-based solutions for improved efficiency and scalability.
  • Led user acceptance testing (UAT) to validate Salesforce functionality and ensure solutions met stakeholder expectations.
  • Created and optimized reports and dashboards to track key customer data trends and support decision-making across departments.

Education

Master of Business Administration - Information Technology Project Management

Amity University
Noida
06-2018

Bachelor of Computer Applications (BCA) -

Guru Gobind Singh Indraprastha University
New Delhi, India
08-2015

Skills

  • Salesforce CRM
  • Project management
  • Business communication
  • SLA Management
  • Team collaboration & management

Affiliations

  • Serving as President of the Salesforce Business Resource Group, Faithforce, leading initiatives that foster a more inclusive and supportive workplace culture. Responsible for driving community engagement, organizing events, and facilitating discussions that promote diversity, equity, and inclusion. Collaborate with senior leadership to align Faithforce's mission with company-wide goals, while mentoring and empowering group members to take active roles in promoting faith-based values and allyship across the organization.
  • Participated in the Salesforce Accelerate Program, a leadership development initiative aimed at enhancing professional growth and driving strategic initiatives. Gained insights into industry best practices, emerging technologies, and innovative strategies to improve business performance and customer success.
  • Engaged in the Salesforce Insider Program, actively contributing to exclusive insights and program advancements. Collaborated with cross-functional teams to provide feedback and shape the future of Salesforce products and services, enhancing both customer and internal team experiences.
  • Contributed to the development of the FY25 Trailblazer Guides, offering expert guidance on upcoming Salesforce innovations. Played a key role in outlining best practices and actionable strategies for users, ensuring they can leverage new features and enhancements to maximize the value of the Salesforce platform.

Accomplishments

  • Received the Kudos & Gratitude Badge in August for outstanding contributions and performance.
  • Nominated for the WowMoments Award in the Trust Builder Category in August, recognizing exceptional commitment to fostering trust and collaboration.
  • Awarded the Kudos & Gratitude Badge in April for exemplary efforts and achievements.
  • Honored with the Kudos & Gratitude Badge in March for significant contributions and excellence.
  • Earned the Kudos & Gratitude Badge for February, acknowledging outstanding performance and dedication.

Certification

Salesforce Certified:

  • Platform Developer I (PD1),
  • Administrator (ADM),
  • Sales Cloud Consultant,
  • App Builder,
  • AI Associate,
  • Service Cloud Consultant, and
  • Field Service Lightning (FSL).

Timeline

Senior Technical Support Engineer

Salesforce
09.2021 - Current

Technical Engineer

Salesforce
12.2019 - 09.2021

Senior Salesforce Developer

Accenture
03.2016 - 11.2019

Salesforce Business Analyst

Wipro
09.2015 - 03.2016

Master of Business Administration - Information Technology Project Management

Amity University

Bachelor of Computer Applications (BCA) -

Guru Gobind Singh Indraprastha University

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Aditi Sharma