Maheshwari Rajagopal
House No: 4/421, Mogappair West, Chennai
Summary
Having 10+ years of experience in Development, Customization and Implementation of business applications in salesforce and .Net. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Salesforce Support Team Lead
Pearson India Education Service Private Limited
Chennai
09.2022 - Current
- Provided technical support to customers and troubleshoot Salesforce application issues.
- Resolved escalated customer inquiries in a timely manner.
- Lead daily stand-up meetings with the support team to review progress on tasks.
- Mentored junior staff on customer service techniques, problem solving strategies, and product knowledge.
- Monitored ticket queues by building Dashboard in the Service-Now App to ensure all tickets were responded to promptly and accurately.
- Identified opportunities and implemented various automation within the support department.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Worked closely with developers and stakeholders throughout the development life cycle.
- Performed Deployment from sandbox to Production using Change Sets and Copado.
Salesforce System Administrator
Cognizant Technology Solution |Client - Pearson Publication
Chennai
11.2017 - 09.2022
- Managed user access and security settings in Salesforce.
- Created and maintained workflow rules, validation rules, process builder automation, flows.
- Provided technical support for Salesforce users by troubleshooting issues reported by them.
- Implemented new features and enhancements on the existing system as per business requirements.
- Integrated Salesforce with other external systems using APIs and web services.
- Utilized tools like Data Loader for import and export operations between different systems and databases.
- Improved job tasks and mentored junior team members on best practices and standards.
- Automated repetitive administrative tasks to shorten work times and reduce required personnel.
- Possess strong knowledge in Salesforce CRM features like Connected App, Process Builder, Time Based Workflow, Approval Process, Flows, Web-to-Case, Web-to-Lead, Assignment Rules, Escalation Rules, Live Agent, Omni Channel and Knowledge Articles
Programmer Analyst
Cognizant Technology Solution |Client - Pearson Publication
Chennai
10.2013 - 10.2017
- Provided technical support on various issues related to applications developed in VB .NET.
- Debugged existing programs written in VB .NET to identify any errors or bugs and resolved them accordingly.
- Utilized object-oriented programming techniques to create reusable code modules in VB .NET.
- Interacted with database systems such as SQL Server for data storage, retrieval, manipulation..
- Provided technical support on all stages of the data migration project lifecycle from planning through implementation and testing.
- Performed quality assurance checks on migrated data to ensure accuracy and completeness prior to go-live date.
- Documented existing systems, business processes, best practices and system requirements in preparation for a successful migration.
Education
Bachelor of Computer Science -
S A Engineering College
ChennaiSkills
- Project Management
- Analysis Skills
- Data Management
- Product Management
- Problem Solving
- SFDC
- Change Management
Job Achievements
- I got the privilege of earning the "Spot Award" for 3 consecutive times.
- I was given the award "Pearson Asset" for my outstanding contribution in the Project.
Languages
Tamil
First Language
English
Advanced (C1)
C1
Certification
- Salesforce Administrators
- Salesforce Sales Cloud Consultant
- Salesforce- Certified Platform Developer I
- Salesforce Certified Business Analyst
Timeline
Salesforce Support Team Lead
Pearson India Education Service Private Limited
09.2022 - Current
Salesforce System Administrator
Cognizant Technology Solution |Client - Pearson Publication
11.2017 - 09.2022
Programmer Analyst
Cognizant Technology Solution |Client - Pearson Publication
10.2013 - 10.2017
Bachelor of Computer Science -
S A Engineering College
- Salesforce Administrators
- Salesforce Sales Cloud Consultant
- Salesforce- Certified Platform Developer I
- Salesforce Certified Business Analyst
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