Summary
Overview
Work History
Education
Accomplishments
Affiliations
Certification
Interests
Timeline
Generic
Kshitij Sharma

Kshitij Sharma

Technical Support Engineer

Summary

Technical Support Engineer with 8+ years of experience helping clients maintain smooth operations. Finding a path to contribute my knowledge of salesforce to efficiently and effectively contribute to the growth of the organization and build my professional career stronger.

Overview

8
8
years of professional experience
11
11
Certifications
2
2
Languages

Work History

Technical Support Engineer

Salesforce
Hyderabad
01.2022 - Current
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Creating and troubleshooting emails and email-related content blocks
    Creating and troubleshooting data extensions, data relationships, data filters, and measures.
  • Creating and troubleshooting cloud pages.
  • Building automation and automation-related activities including import files, SQL query, data extraction, sending email, and file transfer activities.
  • Knowledge of data views.
  • Creating and managing standard reports in audience builder.
  • Creating and troubleshooting test emails/ live emails/ triggered send emails/ user initiated emails/automation send emails.
  • Knowledge about the contact deletion process in contact builder and linking data extensions in data designer.
  • Complete knowledge of marketing cloud setup Creating and troubleshooting advanced.
  • Intelligence reports by applying additional filters provided by the product.
  • Knowledge of Marketing Cloud Einstein features.
  • Troubleshooting journey and journey activities

Senior Salesforce Consultant / Team Manager

Capgemini
Pune
05.2019 - 01.2022
  • Designed and developed forward-thinking systems that meet user needs and improve productivity.
  • Supervised the work of programmers, designers, and technicians, assigned tasks, and monitored performance against targets.
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
  • Worked on Salesforce Sales/Service and Salesforce Marketing Cloud integration.
  • Led a team of 15 people for Salesforce Application Management and delivered the best to the customer.
  • Participating in lead meetings with project managers to demo new functionality and provide information and updates where appropriate.
  • Preparing Technical design documents and providing status to clients in each day client calls and weekly Status Calls.
  • Designing and conceptualizing customer engagement journeys for different customer use cases using Journey Builder, Automation Studio, Email Studio, and Contact Builder in Salesforce Marketing Cloud.
  • Created dynamic templates to be used in email campaigns and successfully integrated Marketing Cloud.

Salesforce Consultant

JP Morgan India Pvt. Ltd.
Mumbai
12.2017 - 05.2019
  • Participated in system development life cycle from requirements analysis through system implementation.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Applied effective time management techniques to meet tight deadlines.
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Acted as subject matter expert for the platform and solutions including the areas of technical architecture and functionality.
  • I define requirements to align product capabilities where customization is required.
  • Responsible for the coordination across multiple teams across Geo to ensure that requirements are scoped and developer points are allocated accordingly.

Senior Process Executive / Subject Matter Expert

Cognizant Technologies Solutions
Pune
07.2015 - 12.2017
  • Providing Service Cloud Admin services for Salesforce Premier plus Admin Entitled Customers.
  • Consultation – Understand the requirement of the User, Propose the best possible way to do the same, and help the user create the Business Requirement Document to be sent for approval.
  • Admin Service – Once Approved, proceed with the Implementation in the User's live Org and Sandbox which includes Setting up the Org., including managing Objects and fields.
  • Creating, Implementing, and Troubleshooting Automated processes like Process builders, Validation Rules, Workflows, etc.
  • Data Management Insert, Update, Delete, and Back up data using Data Loader.
  • Analytics – Creating and troubleshooting new/existing Reports & Dashboards for maintaining Client data.
  • Providing training to the new agents joining the organization and providing them Tier 2 Support.
  • Setup & Support a variety of functionalities like Profiles, Roles, Report Creations, Dashboard Creation and Customizations, etc. in Classic as well as Lightning User Experiences and initial customization to startup Salesforce.
  • Managed Mission Critical Systems during Salesforce Releases including Lightning Experience.
  • Hands-on experience with complex business requirements for Sharing rules, page layout settings.
  • Independently perform complex troubleshooting, root-cause analysis and solution development.

Education

Bachelor of Engineering - Computer Science

Sagar Institute of Research Technology And Science
Bhopal
04.2010 - 2014.05

State Board

Higher Secondary Certificate
Indore
04.2001 -

Central Board of Secondary Education

Senior Secondary Certificate
Indore

Accomplishments

    Attended Salesforce Dreamforce'23

Affiliations

  • Part of India Salesforce Admin Group
  • Part of Regional Salesforce Admin Group
  • Conducted a Seminar on the Future with Salesforce

Certification

Salesforce Certified Administrator

Interests

Badminton

Car Rally

Motorsports

Travelling

Timeline

Technical Support Engineer

Salesforce
01.2022 - Current

Senior Salesforce Consultant / Team Manager

Capgemini
05.2019 - 01.2022

Salesforce Consultant

JP Morgan India Pvt. Ltd.
12.2017 - 05.2019

Senior Process Executive / Subject Matter Expert

Cognizant Technologies Solutions
07.2015 - 12.2017

Bachelor of Engineering - Computer Science

Sagar Institute of Research Technology And Science
04.2010 - 2014.05

State Board

Higher Secondary Certificate
04.2001 -

Central Board of Secondary Education

Senior Secondary Certificate

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Kshitij SharmaTechnical Support Engineer