Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
David Livingston

David Livingston

Bangalore

Summary

Strategic and results-oriented Salesforce Project Manager with 10 years of experience, including leading Salesforce implementations within large-scale digital transformation initiatives. Proven track record in delivering complex Salesforce solutions (Sales Cloud, Service Cloud, Marketing Cloud, B2C Commerce Cloud) on time and within budget. Adept at cross-functional collaboration, stakeholder engagement, Agile and Waterfall methodologies, and driving organizational change. Strong communication and leadership skills with a commitment to delivering high-quality outcomes.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Salesforce Support Specialist

Joules to Watts Business Solutions Pvt Ltd
Bangalore
12.2020 - 12.2023
  • Company Overview: Company Overview: (Client: VMWare)
  • Collaborated with cross-functional stakeholders to analyze business needs and design tailored Salesforce solutions for Sales Cloud, Service Cloud, and CPQ.
  • Created business requirement documents (BRDs), user stories, and support documentation to drive project alignment and transparency.
  • Actively supported multiple Salesforce implementations, ensuring seamless deployment and post-go-live stability.
  • Automated key business processes using Flows and Process Builder, improving operational efficiency.
  • Led stakeholder workshops to gather functional requirements and translate them into technical specifications.
  • Developed and deployed custom Salesforce configurations, including custom objects, page layouts, validation rules, and approval processes.
  • Conducted functional testing, managed release cycles, and coordinated UAT in collaboration with QA teams.
  • Ensured high-quality user experience through change management, documentation, and end-user training.
  • Monitored system performance and proactively addressed platform issues to ensure business continuity.
  • Supported Change and Release Management functions, including sandbox refreshes, test planning, and deployment.
  • Company Overview: (Client: VMWare)

Software Engineer

Bhawan Cyber Tek
Bangalore
03.2019 - 10.2020
  • Led the administration and enhancement of Wave Analytics and Territory Management, conducting regular audits and managing access controls for accurate territory assignments.
  • Oversaw sandbox refresh cycles (QA, UAT, Full) to support stable environments for testing and deployment activities.
  • Directed the setup and support of Business and Partner User environments, including the creation and maintenance of Channel Plans and Channel Plan Goals.
  • Customized the Salesforce platform to meet the evolving needs of Sales and Service teams, improving process efficiency and user adoption.
  • Managed customer communication workflows by developing dynamic email templates and configuring inbound email processing.
  • Collaborated with cross-functional stakeholders across Sales, Marketing, and Customer Service to define and translate requirements into scalable Salesforce solutions.
  • Developed and maintained comprehensive documentation for business processes, system configurations, and automation logic.
  • Designed and implemented automation solutions using Workflows, Flows, Email Alerts, and Approval Processes, enabling streamlined business operations.
  • Established and enforced strong platform governance standards including data management, user access, compliance, and security across all entities.
  • Owned production support operations, including platform upgrades, incident management, vendor coordination, and on-call escalations.
  • Stayed current with Salesforce releases and best practices to proactively optimize platform performance and introduce enhancements.
  • Led the successful onboarding of a newly acquired/merged company, managing end-to-end data migration, user setup, and Salesforce configuration alignment.
  • Co-developed a long-term Salesforce strategy and roadmap, ensuring alignment with organizational objectives and seamless integration of acquisitions.
  • Translated complex business requirements into robust Salesforce architecture, including custom objects, relationships (lookup & master-detail), record types, formula fields, validation rules, flows, and roll-up summaries.
  • Evaluated and implemented third-party Salesforce applications to extend platform functionality and support new business initiatives.

Software Engineer

HCL
Bangalore
04.2017 - 02.2019
  • Managed the Salesforce hierarchy and territory model, performing updates and realignments in response to organizational and personnel changes.
  • Oversaw the reassignment of Accounts, Contacts, Leads, and Opportunities, ensuring accurate ownership and seamless user transitions.
  • Administered user licensing, access provisioning, and security controls, including sharing rules, roles, profiles, and permission sets.
  • Acted as the Salesforce subject matter expert, supporting third-party integrations and AppExchange apps such as DocuSign, Avention, and Kimble.
  • Maintained system performance by monitoring data storage, archiving records, and managing Salesforce configurations and metadata.
  • Implemented new features and enhancements including custom objects, workflows, email alerts, templates, and campaign automation.
  • Developed and deployed change sets across environments; worked with APIs, Process Builder, and declarative automation tools.
  • Supported Salesforce for Outlook, overseeing sync functionality and integration testing.
  • Delivered ongoing platform support, user training, and knowledge documentation to enhance user experience and adoption.
  • Provided support across Web-to-Lead, Web-to-Case, and Email-to-Case processes for streamlined lead and case capture.
  • Facilitated UAT planning and execution, capturing feedback, resolving defects, and ensuring business requirements were met.
  • Led account merging, maintenance of public groups, and refinement of profile and role hierarchies to support security and access standards.
  • Designed and optimized page layouts, search layouts, and record detail views for better usability and performance.
  • Delivered frontline customer service through phone and email support, addressing both end-user and executive-level queries.
  • Conducted testing of business processes, identified inefficiencies, and proposed system improvements to stakeholders.
  • Supported ongoing Salesforce maintenance including data cleansing, trigger management, and the development of new automation rules.

Associate Software Engineer

Iron Mountain Pvt Ltd
Bangalore
11.2015 - 03.2017
  • Oversaw administration and governance of Salesforce for 6,000+ users, managing user access, roles, profiles, and permissions to ensure platform security and compliance.
  • Delivered ongoing training and support, including one-on-one coaching, user onboarding, and creation of comprehensive training materials to improve adoption and productivity.
  • Acted as a primary point of contact for end-users, regularly communicating updates on new features, enhancements, and best practices for optimal platform utilization.
  • Continuously monitored platform usage and proactively mentored users and groups needing support, driving consistent user engagement and system ROI.
  • Managed and resolved exception logs related to back-end system integrations, ensuring seamless connectivity and system performance.
  • Led data management initiatives, including large-scale data imports, data cleansing, de-duplication, and maintenance activities to uphold CRM data integrity.
  • Directed the successful integration of newly acquired companies into Salesforce, overseeing data migration, user provisioning, process alignment, and system configuration for a smooth transition.
  • Designed and maintained custom reports and dashboards, providing actionable insights to stakeholders and supporting data-driven decision-making across the organization.
  • Maintained report and dashboard folder structures to ensure secure, role-based access to sensitive business intelligence.

Salesforce Senior Support Specialist

Fiery
Bengaluru
  • Defined and streamlined business processes across departments by leading discovery and analysis sessions with key stakeholders.
  • Managed collaboration across global teams to implement and optimize Salesforce solutions tailored to business needs.
  • Oversaw system troubleshooting and debugging of Salesforce configurations and integrations to ensure platform stability.
  • Ensured high data quality through systematic audits, de-duplication, and cleansing initiatives.
  • Partnered with business units, developers, and Salesforce admins to enhance platform functionality and elevate the end-user experience.
  • Developed comprehensive documentation including standard operating procedures, troubleshooting guides, and end-user training materials.
  • Led release management activities, including sandbox testing, change set deployment, and post-deployment validation.
  • Played a key role in migrating and reconfiguring the Salesforce instance following major organizational restructuring.
  • Monitored system performance, maintained platform security, and managed integrations with third-party tools.
  • Acted as a primary escalation point for vendors and Salesforce support, ensuring timely resolution of critical issues.
  • Mentored junior team members and conducted training sessions for end-users to drive adoption and knowledge retention.
  • Innovation achieved: Used the Salesforce power Bi functionality to create reports and dashboards for reporting on the data from Salesforce for Leaders to see data points overall.

Education

MBA - Masters of Business Administration

Bangalore University
Bangalore
05.2015

Bachelor of Technology -

Karunya University
Coimbatore
05.2013

Skills

  • Salesforce Platforms: Sales Cloud, Service Cloud, B2C Commerce Cloud, Marketing Cloud
  • Project Management: Business Analysis, Agile, Waterfall,Scrum
  • Tools: Smartsheet, JIRA, Confluence, Sevicenow (Test Management)
  • Stakeholder Engagement: C-level communication, vendor management, cross-functional team leadership
  • Risk & Budget Management: Forecasting, resource allocation, scope and change control
  • Change Management: Organizational readiness, training & communication plans
  • Governance & Reporting: Executive dashboards, status reports, decision-making processes
  • Delivery & Quality Assurance: Testing oversight, UAT, post-implementation support

Certification

  • Salesforce Certified Platform Administrator
  • Salesforce Advanced Administrator II
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Salesforce Business Analyst

Timeline

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

Salesforce Senior Support Specialist

Fiery

MBA - Masters of Business Administration

Bangalore University

Bachelor of Technology -

Karunya University

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David Livingston