Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

R Sudeep

Salesforce Engineer
Hyderbad

Summary

I am Experienced Technical Analyst with over 8+ years in IT industry with skillset of support , implementation, and development . I specialize in diagnostics and troubleshooting and have a strong background in cloud technologies. As a certified Product Manager and PMP, I bring strategic thinking and leadership skills, making me well-equipped to lead teams and drive successful projects in a managerial role.

Overview

8
8
years of professional experience
7
7
years of post-secondary education

Work History

Sr, Signature Salesforce Tech Engineer

Salesforce
3 2019 - Current
  • Leading and managing the EDI Team, consisting of 12 engineers, to ensure comprehensive review and effective resolution of all signature support cases. Responsible for maintaining the dashboard to monitor and analyze the EDI KPIs, facilitating data-driven decision-making and continuous performance improvement
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Technical Support Engineer in Sales cloud with maximum Csat returns and and other KPIs.
  • Worked on critical cases to provide quicker resolution and also assisting on swarm requests
  • Addressing Severity 1 case and getting on a call with the internal team to give a quick resolution.
  • Cultivating the company’s reputation in the market & with customers by providing outstanding support to Salesforce customers as well as Salesforce partners.
  • Strong Knowledge in Salesforce Administration and Customization, Email Administration, Desktop Integration, feature activations and Admin Support team.
  • Working with CSM/ Account Executives/CIC/ Escalation team/ CCE engineers / Product team to facilitate faster resolution.
  • In charge of working on escalated cases and reporting the bugs to the R&D team for Email and desktop integration.
  • Responsible for helping team in creating the knowledge article and publishing it. Giving feedback to Global Knowledge Team for the knowledgebase articles.
  • Strong Experience in managing technical support as a team player.
  • Provided training related to different features of EDI and tools.
  • Responsible for ensuring the success of our customers by effectively managing a team of Success Agents (Salesforce Technical Experts) along with associated support projects and processes.
  • Collaborate with Managers to drive improvement in team performance and help in Data analysis.
  • Taking Technical Interviews for the candidates applying in Salesforce CRM Support.
  • Analyzing Management Escalated cases and providing advanced support on such cases to customers.
  • Handling Signature, Premier, and standard Success cases related to Sales cloud functional area.

Technical Support Analyst

Unisys
06.2016 - 10.2019
  • Unisys India Pvt Ltd working here since June 6th 2016. Role code SSR2A.Tech Analyst.
  • Work Responsibility: Assuring the ticket SLA's should not be missed.
  • Managed the process's restore normal service operation as quickly as possible.
  • Determines if an incident need to be escalated according to priority and severity of issue.
  • Worked on Issues related to Outlook, Operating system, Bit locker, Password reset.
  • Experience in Voice - Non Voice – Mails, Chats and Ticketing.
  • Troubleshoot user machine by taking the remote access through (LMI)
  • Liaise between Service desk and Dispatch teams.
  • Identify the type of issue (IMAC or Break fix) and engage field service engineer.
  • Ensure that there is no ticket in any of the queues in pending status.
  • Has worked on Tools like HPSM, BMC Remedy, Zendesk Service Now, JIRA, Salesforce
  • Worked on Projects for Microsoft, MERCK & Co, TCE, ST Micro, BWM, Underwriter lab & CHI.
  • Worked on Software packaging, distribution, Installation, Push Portal, LANDesk Active Directory and few other.


Education

Post Graduate Certificate Program - Product Management And IT Solutions

IIM- Indian Institute of Management
INDORE
03.2022 - 02.2023

Bachelor of Commerce - B.Com Computer Applications

Avanti Degree College
Hyderabad
03.2013 - 04.2016

Business Studies - Commerce

Intermediate
Bhavan's Junior College
03.2011 - 04.2013

MATRICULATION
Army School RK Puram -Hyderabad
03.2010 - 03.2011

Skills

    Product Management and IT Solutions ( IIM - INDORE)

    Certified- PMP (Project Management Professional)

    Scrum Master

    ITIL Foundation level

    Gremlin Certified Chaos Engineering Practitioner-GCCEP

    MicrosoftAzure Az- 900

    Sales Cloud Consultant

    Salesforce App Builder

    Salesforce Advanced Administrator

    Salesforce Certified Administrator

    Salesforce Platform Developer 1

    Salesforce AI Associate certification

Languages

English
Hindi
Malayalam
Telugu

Timeline

Post Graduate Certificate Program - Product Management And IT Solutions

IIM- Indian Institute of Management
03.2022 - 02.2023

Technical Support Analyst

Unisys
06.2016 - 10.2019

Bachelor of Commerce - B.Com Computer Applications

Avanti Degree College
03.2013 - 04.2016

Business Studies - Commerce

Intermediate
03.2011 - 04.2013

MATRICULATION
03.2010 - 03.2011

Sr, Signature Salesforce Tech Engineer

Salesforce
3 2019 - Current

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