Salesforce Administration
Dhiraj Borah
Salesforce Administrator
Bangalore
Summary
Well-versed Salesforce Administrator with 7 years of experience supporting sales and business analysis through detailed administration of complex systems. Deliberate educator, leading thoughtful and systematic tutorials on best practices for software utilization. Thorough troubleshooter solving complex software errors with urgency.
Overview
10
10
years of professional experience
16
16
years of post-secondary education
3
3
Languages
Work History
Salesforce Administrator - Technical Lead
Happiest Minds Technologies
Bangalore
04.2021 - Current
- Leading Salesforce Support Team where 60% is support and rest is split between documentation, trainings and enhancement requests
- Administered, supported and monitored Salesforce ecosystem and integrated and supported third-party tools by proactively resolving user issues
- Part of agile team to implement Salesforce out-of-the box (wherever feasible) features and functionalities solutions to user stories or app exchange alternatives
- Key member for user adoption teams for Lightning and various other app exchange apps
- Conducted UAT, Functional Testing and Smoke Testing to identify issues and make necessary modifications
- Performed data migration and validations from legacy systems and sandboxes
- Managed, assisted and collaborated with team for project deliveries on time
Salesforce Administrator - Technical Lead
Team Lease
Bangalore
06.2020 - 04.2021
- Worked as Partner to Happiest Minds Technologies
- Leading Salesforce Support Team where 60% is support and rest is split between documentation, trainings and enhancement requests
- Administered, supported and monitored Salesforce ecosystem and integrated third-party tools by proactively resolving user issues
- Part of agile team to implement Salesforce out-of-the box (wherever feasible) features and functionalities solutions to user stories or app exchange alternatives
- Key member for user adoption teams for Lightning and various other app exchange apps
- Conducted UAT, Functional Testing and Smoke Testing to identify issues and make necessary modifications
- Performed data migration and validations from legacy systems and sandboxes
- Managed, assisted and collaborated with team for project deliveries on time
Salesforce Administrator
Birlasoft
Bangalore
08.2019 - 05.2020
- Worked at Client: Baxter's location as part of Salesforce Support Team
- Managed 50 daily tickets for incident management and change requests
- Administered, supported and monitored Salesforce ecosystem and integrated third-party tools by proactively resolving user issues
- Part of agile team to implement Salesforce out-of-the box (wherever feasible) features and functionalities solutions to user stories or app exchange alternatives
- Conducted UAT, Functional Testing and Smoke Testing to identify issues and make necessary modifications
- Created Pull Requests for merging and deploying changes (field changes, permission changes etc.) to orgs using Bit bucket and Jenkins
Salesforce Administrator
Wegsy IT Services LLP
Bangalore
07.2018 - 07.2019
- Assisted various beverage industry leaders to implement their business process using Salesforce and hybrid apps
- Served as single point of contact of support between various international beverage industry leaders in carrying out CRM operations and mapping their business processes
to existing solution - Served key role implementing SSOs between different Salesforce orgs and ADFS
- Served key role in carrying out data migrations from old to new orgs or SAP to Salesforce
- Created new documentation as and when required by clients for mobile apps
- Performed Workbench translations and overrides as and when required for Orgs in different languages
- Co-ordinated with Clients and Developers for requirement gathering or bug reporting
- Co-ordinated with users and BI team to resolve issues BI reporting tool integrated with Salesforce
- Resolved issues with hybrid app solutions to increase customer satisfaction by 50%
- Migrated select orgs to lightning as requested and trained users that increased adoption by 40%
Salesforce Administrator
RGF Select India Pvt. Ltd.
Bangalore
12.2016 - 07.2018
- Administered, supported and monitored Salesforce ecosystem and integrated third-party tools by proactively resolving user issues
- Assisted in performing and executing functional testing. Developing and understand use cases and communicate same to developers
- Provide remote training through creating training materials and running training sessions
- Dived outside SF environment, conducted meetings with representatives of third party tools when required
- Perform routine Salesforce data management/cleanup tasks
- Ensure reporting is created and structured to inform Management on performance of their teams and businesses
Customer Support Representative
Unisys
Bangalore
08.2014 - 11.2016
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
- Worked closely with Salesforce Support Team in providing L1 support in Salesforce ecosystem
Education
B.Tech (CSE) - Computer Engineering Technology
Lovely Professional University
Punjab 08.2009 - 08.2013
AISSCE -
Little Star's School
Digboi, Assam 03.2006 - 05.2008
High School Diploma -
Don Bosco High School
Doomdooma, Assam 01.1996 - 02.2006
Skills
Salesforce Administration
Leadership and team building
Communicaton Skills
Attention to Detail
Avid Listener
Administrator leadership
Technical implementation
Leading projects
Technical reporting
Accomplishments
- Supervised team of 5 staff members
- Documented and resolved User repetitive issues which led to team being more productive
- Been applauded multiple times by current CEO and top managers on being able to deliver projects in a tight deadline
Software
Data Loader
Workbench
Dataloaderio
Salesforce Inspector
Microsoft Excel
Timeline
Salesforce Administrator - Technical Lead
Happiest Minds Technologies
04.2021 - Current
Salesforce Administrator - Technical Lead
Team Lease
06.2020 - 04.2021
Salesforce Administrator
Birlasoft
08.2019 - 05.2020
Salesforce Administrator
Wegsy IT Services LLP
07.2018 - 07.2019
Salesforce Administrator
RGF Select India Pvt. Ltd.
12.2016 - 07.2018
Customer Support Representative
Unisys
08.2014 - 11.2016
B.Tech (CSE) - Computer Engineering Technology
Lovely Professional University
08.2009 - 08.2013
AISSCE -
Little Star's School
03.2006 - 05.2008
High School Diploma -
Don Bosco High School
01.1996 - 02.2006