Madhan Gangadharan
Bangalore
Summary
Salesforce Administrator and Technical Support Engineer with 8+ years of experience in managing and optimizing Salesforce CRM solutions. Proven ability to deliver technical support, resolve system issues, and enhance platform performance. Recognized for effective communication and collaboration, consistently providing high-quality solutions. Detail-oriented and adaptable, with a strong commitment to continuous learning and improvement in Salesforce best practices.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Salesforce India Pvt Ltd
Bangalore
10.2022 - Current
- Handling Cases majorly of Sales cloud General Setup, configuration, Data Management, reports, Dashboards, Leads, Opportunities, Sales Engagement, CRM Analytics, Slack for sales cloud.
- Handle cases according to the severity and Priority.
- Adhere to the SLA for the cases according to the severity and Priority.
- Meet the KPIs especially maintaining high customer satisfaction.
- Troubleshoot issues with the help of debug logs and Splunk tool.
- Guide customer with the proper salesforce help article to setup and configure the platform.
- Assist customers with the user Management.
- Assist customer in configuring OWD, Profiles, permission sets, Page Layout, record types.
- Assist in creating report and dashboards.
- Keeping Myself updated with the Salesforce releases and educate customer on the same.
- Handle cases regarding CRM Analytics.
- Troubleshoot issues related to recipes, Dataflow, Connections, Dashboards.
- Troubleshoot Installing and Uninstalling Managed Package issues.
- Effective written, verbal, and interpersonal communication skills, with a strong focus on delivering customer-centric technical support and solutions.
- Highly detail-oriented with proven ability to manage and prioritize multiple technical issues in a fast-paced support environment.
- Participated in Agent force utterance testing to ensure accuracy and performance of conversational AI responses.
- Conducted knowledge-sharing sessions with the team on Salesforce releases and various technical topics.
Senior system engineer
Infosys
Bangalore
12.2016 - 10.2022
- Provide Support to the Internal users through the tickets Submitted via Service now.
- User Management.
- Managing permissions for users via permission set, Profiles, Roles, Sharing settings/OWD.
- Creating roles as per business requirement.
- Managing Picklist values.
- License Management.
- Monthly audit on user inactivity details to free up License.
- Data import and Data export using third party tools.
- Creating Customized report types and reports as per business requirement.
- Creating workflows / process builder / flows for any minor Enhancement.
- Creating Validation rules.
- Troubleshooting Issues with the help of debug logs.
- Fixing any minor bugs in the Apex code.
- Propose Automation ideas where ever required.
- Maintaining the changes across the developer / sandbox / production org.
- Raising PR in Azure devops for maintaining changes across org.
- Troubleshoot Email Deliverability using the Email logs.
- Monthly reporting to the Management on the number tickets Handled, Major issues faced.
- Perform Manual Regression testing.
- Performing Sandbox refreshes.
- Creating Case with Salesforce Support for any Issues / changes which are not in our Scope.
Education
Bachelor Of Engineering - Electrical and Electronics Engineering
Karpagam College of Engineering
Coimbatore01.2016
Skills
- Salesforce Lightning/Classic
- Apex
- Salesforce Object Query Language (SOQL)
- Triggers
- workflow, process builder, flow
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Agile project management
- ERP domain knowledge
- Team collaboration
- Time management
- Adaptability
- Technical troubleshooting
- Product knowledge
- User training
- System administration
- Application support
- Troubleshooting and diagnosis
- Problem solving
- Salesforce reports and dashboards
- CRM analytics
- Salesforce configuration
- Data management
- Troubleshooting techniques
- User management
- Effective communication
Certification
- Salesforce Certified Administrator
- Salesforce Certified Sales Cloud Consultant
- Salesforce Certified Platform App Builder
Tool Knowledge
- Salesforce Data Loader
- Workbench
- Salesforce Inspector
- Splunk
- Azure devops
- Service now
Timeline
Technical Support Engineer
Salesforce India Pvt Ltd
10.2022 - Current
Senior system engineer
Infosys
12.2016 - 10.2022
Bachelor Of Engineering - Electrical and Electronics Engineering
Karpagam College of Engineering