David Livingston
Bangalore
Summary
Experienced Support Specialist and a Business Analyst with 9 years of experience working with several stakeholders to implement solutions for their business requirements on the Salesforce Platform.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
Work History
Senior Specialist
Fiery
Bangalore
03.2024 - Current
- Was involved in defining the business process of the organizations and in analysis sessions, coordinate with multiple stakeholders, and develop technology solutions for these groups in collaboration with relevant teams.
- Provide support for Salesforce users, resolving technical issues.
- Troubleshoot and debug Salesforce configurations and integrations.
- Ensure data accuracy and integrity by performing audits, de-duplication and data cleansing.
- Collaborate with business, developers and administrators to enhance system functionality and user experience.
- Document best practices, troubleshooting steps, and training materials for end-users and support teams.
- Assist in Salesforce release management, including sandbox testing, change sets, and deployment.
- Contributed to the migration of the Salesforce instance due to organizational changes.
- Monitor system performance, security, and integrations with third-party applications.
- Work with vendors and Salesforce support to resolve escalated issues.
- Provide training and guidance to junior support team members and end-users.
- Manage user accounts, roles, profiles, permissions, and security settings within Salesforce.
Salesforce Support Specialist
Joules to Watts Business Solutions Pvt Ltd
Bangalore
12.2020 - 12.2023
- Company Overview: (Client: VMWare)
- Participate in business process analysis sessions, manage numerous stakeholder engagements, and design technology solutions for these groups with help from associated teams
- Prepared user stories, Business Requirement Documents (BRD) and support documentation for a variety of projects
- Involved in the deployment of Salesforce projects, including complex implementations for Sales cloud, Service cloud & CPQ
- Work on Salesforce automations to streamline processes
- Collaborate with business stakeholders to gather requirements and implement solutions
- Create, construct, and deploy customized Salesforce solutions for businesses and other related technologies
- Experience working with Sales/ Cloud (Account, Lead, Opportunity, Products, Price Books, Quotes, Campaigns) Service Cloud (Cases, Solution, Knowledge, Libraries)
- Experienced working on Change and Release Management
- (Client: VMWare)
Software Engineer
Bhawan Cyber Tek
Bangalore
03.2019 - 10.2020
- Wave Analytics and Territory Management
- Assisting users with the right permissions and doing periodic checks in Territory assignment
- Assisted on Sandbox refreshes of QA Full and UAT activities, which was done periodically
- Facilitated support to Business Plans and Partner Users, also creating Channel Plans and Channel Plan Goals
- Customize Salesforce to support the needs of our sales and service teams
- Created email templates and inbound emails for clients and customers
- Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and Customer service
- Implement and maintain strong governance practices for the Salesforce platforms, including data management, user access, security, and compliance across all entities
- Involved in creating documents for the business process
- Created documentation for workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement the business logic
- Gathered requirements for all automation workflows as per business requirements and translated into salesforce business terms
- Held responsibility for production support
- Regular activities include upgrading the application as per requirement, work with the vendor to troubleshoot issue with the product, on call support, maintaining the application
- Maintain Up-to-date with Salesforce releases and best practices to ensure the platform's optimal performance
- Involved in onboarding of a new acquired/merged company
- The data had to be setup in the new Organization
- Data to be migrated and setup in Organization
- Discussed and implemented a comprehensive Salesforce strategy and roadmap, ensuring alignment with the organization's business objectives and seamless integration of new acquisitions
- Analyze business requirements, converting to Salesforce custom objects, lookup relationships, master-detail relationships and junction objects, Record types, Formula fields, roll up summary fields, Validation Rules, Workflows, Flows and Approval Processes for automated alerts, field updates, and Email generation according to application requirements
- Assist in evaluating and implementing third-party Salesforce applications
Software Engineer
HCL
Bangalore
04.2017 - 02.2019
- Map salesforce.com Hierarchy and territories in response to personnel changes
- Reassign Accounts, Contacts, Leads and Opportunities in response to personnel changes
- Grant, revoke, and maintain user licenses
- Maintain security including sharing rules and security levels
- Design, create and maintain user roles, profiles, and hierarchies
- Monitor application storage usage and archive data as needed
- Serve as a subject matter expert on items related to Salesforce.com, third party integrations, and AppExchange
- Worked on Change sets, knowledge on API's and process builder as well
- Handled on Salesforce for Outlook and outlook syncing/testing capabilities
- Provide ongoing support, troubleshooting, and training to Salesforce users
- Provide ongoing user training and create training materials as needed
- Good understanding of Web to Lead and Web to Case and worked on Email to Case
- Implementation of new enhancements including creation of custom objects, workflows, email alerts and templates, and campaigns
- Setting up the user in DocuSign
- Assigning user license on Avention/Kimble
- Experience in daily customer service through telephone and email communication
- Provided basic, premier, and administrative level support for users of the Salesforce application
- Provided support ongoing salesforce.com Maintenance and administration services including periodic Data cleansing, Custom objects, Workflows and Triggers
- Worked on - Custom Tabs, Objects, Picklists, Dependent picklists, Validation Rules, Workflows and Triggers
- Created Page layouts, Search layouts to organize fields, custom links, related lists and other components on a record detail and edit pages
- Test business processes and recommend improvements
- Participated in conducting UAT for the business users
- Involved in Accounts Merging, maintaining Public Groups and in defining roles and profiles for internal users
Associate Software Engineer
Iron Mountain Pvt Ltd
Bangalore
11.2015 - 03.2017
- Managed over 6000 SFDC users and their accessibility and permissions
- Manage user accounts, profiles, roles, and permissions
- Provide one to one training to end users on an ongoing basis
- Communicate regularly with users regarding new features, enhancements and Optimize page layout design
- Provide ongoing user training and create training materials as needed
- Monitor usage and mentor users/groups needing assistance, continually seek ways to further enhance the end-user experience
- Monitor and manage exception logs for back-end system integration with SFDC
- Perform data maintenance tasks, including data imports, data cleanup, and data deduplication
- Executed the process of merging new acquisitions into the Salesforce platform, including data migration, user onboarding, process alignment, and system configuration
- Create and maintain reports/dashboards including folder maintenance
- Create and maintain custom reports and dashboards to provide actionable insights to stakeholders
Education
MBA - Masters of Business Administration
Bangalore University
Bangalore 10.2013 - 05.2015
Bachelor of Technology -
Karunya University
Coimbatore 07.2009 - 05.2013
Certification
Salesforce Certified
Timeline
Senior Specialist
Fiery
03.2024 - Current
Salesforce Support Specialist
Joules to Watts Business Solutions Pvt Ltd
12.2020 - 12.2023
Software Engineer
Bhawan Cyber Tek
03.2019 - 10.2020
Software Engineer
HCL
04.2017 - 02.2019
Associate Software Engineer
Iron Mountain Pvt Ltd
11.2015 - 03.2017
MBA - Masters of Business Administration
Bangalore University
10.2013 - 05.2015
Bachelor of Technology -
Karunya University
07.2009 - 05.2013
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