David Livingston
Bangalore
Summary
Strategic and results-oriented Salesforce Senior Specialist 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) on time and within budget.Adept at cross-functional collaboration, stakeholder engagement, Agile and Waterfall methodologies, while driving organizational change.
Strong communication and leadership skills with a commitment to delivering high-quality outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Specialist – Salesforce
Fiery
Bengaluru
03.2024 - Current
- Led end-to-end Sales Cloud and Service Cloud engagements, partnering with business and IT leaders to define transformation goals and measurable outcomes.
- Played a key role in migrating and reconfiguring the Salesforce instance
following major organizational restructuring. - Facilitated stakeholder workshops to capture requirements, assess current-state processes, and design future-state sales and service solutions.
- Owned functional design and delivery, translating business needs into scalable Salesforce solutions aligned with platform best practices and governance standards.
- Configured and optimized Sales Cloud and Service Cloud capabilities including Leads, Accounts, Contacts, Opportunities, Quotes, Case Management, Reports & Dashboards, and Flows.
- Collaborated closely with architects and development teams to guide technical design, oversee build quality, and ensure successful delivery.
- Defined data migration, data quality, and reporting requirements, improving data consistency and usability across sales and service teams.
- Led UAT planning and execution, managing defects and ensuring release readiness.
- Served as the primary client-facing advisor, managing senior stakeholders, driving decisions, and securing solution sign-off.
- Delivered role-based training and change management initiatives, contributing to improved user adoption and consistent system usage.
- Drove process standardization and automation, reducing manual effort and improving case and opportunity cycle times by.
- Provided post-go-live hypercare and continuous improvement recommendations to support long-term platform adoption and value realization.
Salesforce Support Specialist
Joules to Watts Business Solutions
Bangalore
12.2020 - 12.2023
- Company Overview: Client: VMWare
- Collaborated with cross-functional stakeholders to analyze business needs and design tailored Salesforce solutions for Sales Cloud, Service Cloud.
- 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,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.
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.
- 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. - 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,
and the development of new automation rules.
Associate Software Engineer
Iron Mountain Pvt Ltd
Bangalore
11.2015 - 03.2017
- Managed over 6000 Salesforce users, overseeing Profiles, Roles assignment, permissions, and training.
- Performed data audits, cleanup, deduplication, and integrity checks to improve reporting quality.
- Built and maintained custom reports and dashboards for stakeholder visibility across departments.
- 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. - 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. - Maintained report and dashboard folder structures to ensure secure,
role-based access to sensitive data.
Education
MBA – Master of Business Administration -
Bangalore University
01.2015
Bachelor of Technology - Electronics And Instrumentation
Karunya University
06-2013
Skills
- Salesforce : Admin, Sales Cloud, Service Cloud and Business Analyst
- Stakeholder Engagement: C-level communication, vendor management, cross-functional team leadership
- Change Management: Organizational readiness, training & communication plans
- Governance & Reporting: Executive dashboards, status reports, decision-making processes
- Project Management: Business Analysis, Agile,
Waterfall, Scrum - Tools: JIRA, Confluence, Sevicenow
- Delivery & Quality Assurance: Testing oversight, UAT, post-implementation support
- Risk Management: Forecasting, resource
allocation, reassignment and change control
Certification
• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Certified Sales Cloud Consultant
• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Business Analyst
• Salesforce Certified Advanced Administrator
• Salesforce Certified Sales Cloud Consultant
• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Business Analyst
Languages
Tamil
First Language
English
Advanced (C1)
C1
Timeline
Senior Specialist – Salesforce
Fiery
03.2024 - Current
Salesforce Support Specialist
Joules to Watts Business Solutions
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 – Master of Business Administration -
Bangalore University
Bachelor of Technology - Electronics And Instrumentation
Karunya University