Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Priyesh Kumar Singh

Manager, Technical Support Engineering
Hyderabad

Summary

Experienced Technical Support Manager with 7.5+ Year of IT experience along with a demonstrated history of leading a global support team, Skilled in Operations Management, Customer Service Management, Team building, Escalation management and enhancing support processes resulting in the optimization of team productivity, efficiency and knowledge.9X Salesforce certified. I am an aspirational young professional who enjoys leading teams, developing talent & connecting with people. Focused on customer success with diversified global experience in service delivery, operations, technical excellence, project, and escalation management. Expertise in building high-performing teams with excellent execution & collaborative approach. Deeply focused on customer success with a proven track record of complex problem solving, escalation management, and cross functional collaboration

Overview

7
7
years of professional experience
4
4
years of post-secondary education
11
11
Certifications

Work History

Manager, Technical Support

Salesforce.com
Hyderabad
09.2022 - Current
  • Managing and leading a team of 20+ Swarm Leads, team leads, & Technical support engineers: This includes setting goals and objectives, providing coaching and mentoring, and conducting performance evaluations.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Motivate, coach, facilitate, solve work problems, address people related issues, and be actively involved in the day-to-day activities of the team.
  • Organize and coordinate a weekly/Monthly team schedule in conjunction with incoming volume trends, Ensuring adequate workload coverage.
  • Perform weekly team member mentoring check-ins, giving regular feedback to employees on 1:1 on performance and development goals.
  • Work closely with the support management group to define goals for customer support and work with the support engineers to reach those goals.
  • Work with cross-functional leaders to develop standard processes, tools/dashboards.
  • Lead innovation programs, including piloting new processes, support channels and process innovations, while measuring/driving goals and Employee Satisfaction.
  • Provide daily, weekly and monthly reports to the team and leadership about team’s performance on various metrics.
  • Experience in solving business problems (operational, organizational) and providing practical business insights from data.
  • Excellent communication skills able to convey information to a variety of stakeholders at all levels.
  • Ability to manage multiple concurrent projects and drive initiatives in a cross-functional environment.
  • Experience in implementing various support technologies (24/7 support, knowledge base, self-service, etc.)
  • Passionate about customer success.
  • Proven record of hiring, motivating and retaining top talent.
  • Fast learner with very strong technical background
  • Ensuring all my direct reports have the resources, information and processes necessary to deliver.
  • Making sure all resources have high-quality technical training & soft skills training.
  • Ensuring adequate workload coverage.
  • Case reviews, FAQ analysis, customer feedback analysis.

Senior Support Engineer

Salesforce.com
Hyderabad
09.2020 - 09.2022
  • Worked in Scrum based developments and project management
  • Being a senior engineer, evolved myself with the methodology of Swarming.
  • Drive my team in following Customer Management process
  • Conducted sessions for nearly 20+ audience on different topics like dev related technology and QA guidelines
  • Trained the team in using the effective communication skills to deliver best customer experience
  • Extensive hands-on experience in the area of Customization, Validation Rules, Workflows, Roles, Profiles, Report, Dashboard, Force.com migration tools (Force.Com IDE & Data loader), etc.,Apex,VF,SSO,Flow,authentications,Lightning
  • Well trained in Salesforce.com Customizations
  • Active member in technical hiring drive
  • Worked as SME(Subject Matter Expert)
  • Solution oriented professional with good knowledge of the Salesforce.com application, features, architecture and technical capabilities
  • Good experience in interacting with Customers, Clients, Presentations & conducting application demos
  • Good analytical, verbal, written communication and interpersonal skills
  • Always open towards feedback
  • Active in management calls/meetings, )
  • Worked as Acting Manager whenever needed
  • Customer first approach
  • Ready to adapt changes and challenges
  • Handled high severity escalated cases and delivered excellent customer service.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Converted many salesforce customer customer from low to high customer support profile.
  • Received multiple recognition from stake holders.

Support Engineer

Salesforce.com
Hyderabad
10.2018 - 09.2020
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Maintained response times to support business continuity.
  • Performed root cause analysis of reported issues to enact corrections.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Advised senior personnel on potential process improvements to increase support quality and expedite case fulfillment.

SFDC Module Lead (Systems Engineer, Senior Systems Engineer

Infosys
Pune
12.2015 - 10.2018
  • Team Size: 20 (1 Manager, 1 Team Lead, 2 Module Lead, 16 Salesforce Engineer which includes developers and support Admins)
  • Project Description:
  • To meet its objectives of sustainable growth in the challenging environment, Our client needs people who are motivated & engaged, who are invested in & developed, who are healthy & energetic, entrepreneurial & pioneering
  • The focus areas of creating this development culture in the organization are Agility, Inclusion, Wellbeing, and Pioneering employment experience
  • We developed and supported our client to utilize salesforce service and sales cloud
  • Get our client talking about talent and development
  • Motivate staff to make improvements through providing an agile and customizable solution
  • Make it easy to access support and encouragement
  • Increase visibility of actions taken
  • Increase % of staff demonstrating great sustainable people behaviors
  • Responsibilities:
  • Get on daily scrum calls to get the development related details and assign the work to the within our developers
  • Deliver the User Stories on time
  • Assign the support cases within our engineers to work on the issues our client faced after the development project
  • Utilize the available engineers to provide maximum support in short time
  • Worked with standard objects, business processes and field-level security
  • Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages
  • Designed, developed and deployed Apex Classes, Controller Classes, Extensions and Apex Triggers for various functional needs
  • Created Custom Visual force components and attributes to override the look and feel of standard Visual force components
  • Used Tabular, Summary and Matrix reports to create Standard reports and Custom reports
  • Created test scenarios on Sandbox environment, created packages and moved it between Sandboxes and Production environments to place final implementations.

Education

BTech - Electronics Technology

Shri Ramdeobaba College of Engineering And Mgmt
Nagpur
05.2011 - 08.2015

Skills

    Promotion and Compensation Management

undefined

Accomplishments

  • Awarded with EVP (Employee Value Proposition)
  • Awarded with EOY (Employee of the Year) (FY 19, FY21)
  • Quarterly Award winner
  • Pro Bono Ranger Award for 3 consecutive year
  • Employee Trailblazer Award
  • Double Star Ranger
  • Sales Brand Ambassador
  • Top performer in the leaderboard chart

Timeline

Manager, Technical Support

Salesforce.com
09.2022 - Current

Senior Support Engineer

Salesforce.com
09.2020 - 09.2022

Support Engineer

Salesforce.com
10.2018 - 09.2020

SFDC Module Lead (Systems Engineer, Senior Systems Engineer

Infosys
12.2015 - 10.2018

BTech - Electronics Technology

Shri Ramdeobaba College of Engineering And Mgmt
05.2011 - 08.2015

Similar Profiles

CREATE PROFILE
Priyesh Kumar SinghManager, Technical Support Engineering