MD SHARIF

● Experience in Administration, Implementation, and Support of Salesforce CRM based on leveraging the Lightening Force.com Platform

● Extensive experience in designing custom objects, custom fields, custom page layouts, workflows, relationships, look-ups, dependent pick lists, role-based page layouts, workflow alerts, validation rules, custom reports, custom tabs, report folders, designing Visual Force pages, record types, formula fields, and email generation according to application requirements

● Providing support to the users while they are learning the Salesforce system.

● Add new users to the platform and modify user permissions.

● Experience in SFDC Support using SOQL, SOSL

● Investigate issues raised by Customers.

● Customized User Roles, Role hierarchies, Building Reports, Dashboards, and Workflow, Build Custom Apps and Objects, Formula fields, Custom Views, Profiles, and Sharing settings to ensure that the data security is available only to authorized users.

● Participate in the daily defect review meetings. Proactively attend meetings with project management for gathering specifications, project updates, and clarifications.

● Providing the status of all tickets on a daily basis to the management.

● Perform necessary user administration.

● Customized Custom and Standard fields, page layouts, record types, searching, list views, queues, permission sets, reports, and dashboards. Maintained and created workflow rules, validation rules, formula fields, escalation rules, auto-assignment rules

● Existing workflow of salesforce.com CRM for leads capture and closure.

● Working on support requests/tickets regarding the applications. This involved investigation and enhancements.

● Using SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.

● Hands-on experience in implementing security and sharing rules at object, field, and record levels for different users at different levels of organization.

● Also created various profiles and configured the permissions based on the organizational hierarchy.

● Good Experience in Reports and Dashboards.

• Manage team ticket queues and resolve them in a timely manner.
• Develop and maintain accurate technical and user documentation.
• Troubleshoot minor and major system problems in a timely manner and escalate to L3 support when necessary.
• Provide operations support to Co desk ticketing tools and Configuration Dealer Management System (DMS) Applications.
• Analyze new data sources for pulling and integrating data into our existing backend system.
• Provide implementation design and support from the database end. Build and maintain SQL scripts, indexes, functions, and complex queries for data analysis and extraction reports. Meet service level agreement (SLA) commitments.
• Help the users in solving data issues.
• Perform system administration tasks.
• Collect and provide reporting application's health and usage metrics. Work with system/database administrators and the development team to resolve issues.

• We provide training and implementation to Hero MotoCorp dealers, in which we tell them about sales, service, and parts. And we also support through SAP and Siebel Portal.
• Respond to customer queries in a timely and accurate way, via phone, email, or chat.
• We are supporting sales, service, and parts. My responsibility is to resolve any issues related to customers or dealers through calls, emails, or chat on the co-desk.
• Working with tickets through the co-desk helpdesk. Responding to customer queries in a timely and accurate way, via phone, email, or chat.
• Providing the dealer data to the Backend team to upload the data during implementation.
• Enhanced application performance by identifying and resolving technical issues in a timely manner.
• Increased customer satisfaction by providing exceptional support and resolving issues quickly.
• Developed comprehensive documentation for various applications, facilitating seamless knowledge transfer among team members.