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
People Management
Capacity Management
Technical Analysis And Debugging skills
Reports & Dashboard And Application support
Technical documents comprehension
Technical issues analysis
Staff education and training
Customer service expert
Slack Experience
Technical Writing
Strategic planning
Staff Management
Policies and procedures
Key Performance Indicators
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