Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Pratyush Srivastva

Technical Support Engineer
Bangalore

Summary

Salesforce Certified Individual with 5 years and 10 months of experience in developing, customizing, and supporting Salesforce applications, including Service Cloud, B2B Commerce Cloud, Order Management, and OCI (Omni Channel Inventory). Proven expertise in APEX coding, Lightning components, and data migration. Experienced in delivering tailored solutions and troubleshooting complex issues to ensure high customer satisfaction. Additionally, provided cross-training sessions for B2B Salesforce, helping teams enhance their knowledge and capabilities. Eager to leverage my technical skills and problem-solving abilities to drive impactful innovations and support enterprise-level Salesforce ecosystems.

Overview

6
6
years of professional experience
12
12
years of post-secondary education
9
9
Certifications
2
2
Languages

Work History

Technical Support Engineer

Salesforce
BANGALORE
10.2021 - Current
  • Provide expert-level technical support for Salesforce B2B Commerce Cloud, diagnosing and resolving complex product and integration issues for enterprise clients.
  • Investigate customer-reported issues using internal tools, logs, and debugging techniques while ensuring SLA adherence and high customer satisfaction.
  • Expanded responsibilities since March 2024 to include Salesforce Order Management and OCI (Omni Channel Inventory).
  • Support Order Management processes, including order capture, fulfillment, and post-order service across Salesforce ecosystems.
  • Hands-on experience with Salesforce Omni-Channel Inventory (OCI), including setup, configuration, and integration with order management.
  • Supported real-time inventory visibility and availability across multiple channels, enhancing fulfillment efficiency and accuracy.
  • Proficient in Salesforce B2B Commerce (CloudCraze); resolved complex customer issues related to CCRZ configurations and customizations.
  • Collaborate cross-functionally with engineering and product teams to escalate bugs and drive long-term solutions.
  • Mentor new team members and contribute to internal knowledge bases and technical documentation.
  • Delivered cross-training sessions on Salesforce B2B Commerce Cloud for internal teams, enabling them to enhance their product knowledge, troubleshoot effectively, and optimize processes.

Application Development Associate

Accenture Technologies
Kolkata
06.2019 - 09.2021
  • Worked on Customization and Configuration, delivering optimized solutions for user stories.
  • Developed Apex triggers, classes, and test classes.
  • Designed and developed Salesforce solutions based on required functionality.
  • Built Lightning applications using Lightning components and controllers.
  • Handled defect analysis and resolution.
  • Managed data migration from Excel to SFDC through tools like import, export, and data update.
  • Utilized sharing rules, debug logs, anonymous blocks, permission sets, roles & profiles.
  • Managed deployment using Change Set.

Education

B.Tech - Electronics and Telecommunication

KIIT
Bhubaneswar
08.2015 - Current

Higher Secondary Education -

International School
Patna
04.2014 - 03.2015

Senior Secondary Education -

Don Bosco Academy
Patna
04.2012 - 03.2013

Skills

Salesforce Development

Apex Coding

Lightning Components

SOQL

JavaScript

LWC

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Certification

Salesforce Certified Administrator

Timeline

Technical Support Engineer

Salesforce
10.2021 - Current

Application Development Associate

Accenture Technologies
06.2019 - 09.2021

B.Tech - Electronics and Telecommunication

KIIT
08.2015 - Current

Higher Secondary Education -

International School
04.2014 - 03.2015

Senior Secondary Education -

Don Bosco Academy
04.2012 - 03.2013

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Pratyush SrivastvaTechnical Support Engineer