Summary
Overview
Work History
Education
Skills
Certification
Language
Timeline
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Pratik Mandlik

Pratik Mandlik

Pune

Summary

Results-driven Salesforce Developer with 3.6 years of experience in designing, developing, and optimizing Sales Cloud and Service Cloud implementations. Proficient in Apex, Lightning Web Components (LWC), Triggers, and Asynchronous Apex (Batch, Queueable, and Scheduled Jobs) to enhance system automation and performance. Experienced in Agentforce customization, API integrations (REST) using OAuth flows, and External Credential Authentication for secure third-party connections. Adept at implementing Omni-Channel Routing, Einstein Bots, Flows, Validation Rules, and Reports & Dashboards to improve customer engagement and operational efficiency. Passionate about leveraging cutting-edge Salesforce solutions to drive scalability, automation, and intelligent business processes. Seeking a challenging role to deliver robust, high-performance Salesforce solutions that enhance customer relationship management and streamline business operations.

Overview

4
4
years of professional experience
6
6
Certification

Work History

Technical Support Engineer

Salesforce
07.2024 - Current
  • Provided technical support and troubleshooting for Sales Cloud, Service Cloud, and Agentforce, ensuring seamless functionality and optimal performance. Diagnosed and resolved issues related to Apex triggers, Lightning Web Components (LWC), API integrations, and asynchronous Apex to maintain system stability. Assisted customers with OAuth-based authentication challenges for secure API access and external credential authentication.
  • Worked extensively with Agentforce SDR, Service Agent, Sales Coach, and Einstein AI Bots to optimize customer engagement and enhance automation. Investigated and resolved performance bottlenecks in batch jobs, scheduled processes, and SOQL queries, improving system efficiency.
  • Collaborated with cross-functional product teams to escalate, analyze, and resolve complex technical issues, ensuring timely solutions for critical business operations. Managed and addressed ServiceNow tickets for workflow automation, data integrity, and security access configurations.
  • Participated in the Agentforce Hackathon, contributing to innovative solutions and demonstrating expertise in custom development, AI-driven automation, and process optimization. Stayed up to date with Salesforce release updates, tested new features, and provided recommendations on performance improvements and best practices to enhance system capabilities.

Salesforce Developer

Cognizant
09.2021 - 07.2024
  • Administered and maintained Salesforce Service Cloud for a 50+ user service team at KPN (Netherlands), ensuring seamless operations and optimal system performance. Developed custom objects, fields, page layouts, list views, and record types to align Salesforce with business processes. Configured and customized case management, knowledge management, Omni-Channel, SLAs, and milestone tracking to enhance service delivery.
  • Designed and implemented flows, workflows, approval processes, and validation rules to automate service-related processes and ensure data integrity. Built automation using Apex, Lightning Web Components (LWC), Triggers, and Asynchronous Apex (Batch, Queueable, Scheduled Jobs) to improve efficiency and scalability. Integrated AI-powered solutions, including Einstein Bots for WhatsApp automation and Einstein Next Best Action, to enhance customer engagement and decision-making.
  • Handled Salesforce administration, including user management, security settings, and system configurations, at Finastra (UK). Managed ServiceNow tickets for workflow automation, data imports, security model access, and report generation. Wrote SOQL and SOSL queries to retrieve and manipulate data efficiently. Customized Visualforce pages, Aura components, and LWC to enhance user experience and functionality.
  • Integrated Salesforce with third-party applications using OAuth-based API connections, Postman, and Workbench, ensuring seamless data exchange. Managed DevOps processes using VS Code, Git, Bitbucket, Jenkins, and Jira for version control and deployment.
  • Collaborated with stakeholders to gather business requirements, proposed scalable solutions, and delivered comprehensive end-user training and support to enhance Salesforce adoption. Stayed updated with Salesforce releases and best practices, continuously improving system functionality and business efficiency.

Education

Bachelors Degree - Electronics & Telecommunications

Savitribai Phule Pune University
08.2021

HSC - Science

Lokseva Junior College
06.2017

SSC - undefined

New English Medium School
06.2015

Skills

  • Salesforce Administration and Development
  • Apex Programming, LWC, Triggers
  • Salesforce Integration
  • Agentforce SDR, Agentforce Service Agent, Sales Coach
  • Sales Cloud & Service Cloud Configuration
  • Version Control Systems(Git, Bitbucket)
  • Omni-Channel, Automated Workflows
  • Messaging Channels
  • Einstein Bots, Einstein Service replies, Einstein Next Best Actions
  • Report and Dashboard Creation
  • User Training and Support
  • Cross-functional Collaboration
  • Communication and Documentation
  • Application installations

Certification

  • Salesforce Sales Cloud Consultant
  • Salesforce Certified Administrator
  • Salesforce Certified Platform Developer I
  • Salesforce Certified AI Associate
  • Salesforce Certified AI Specialist
  • Salesforce Certified Platform App Developer

Language

English
Hindi
Marathi

Timeline

Technical Support Engineer

Salesforce
07.2024 - Current

Salesforce Developer

Cognizant
09.2021 - 07.2024

HSC - Science

Lokseva Junior College

SSC - undefined

New English Medium School

Bachelors Degree - Electronics & Telecommunications

Savitribai Phule Pune University

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Pratik Mandlik