SALIM BASHA SHAIK

SALESFORCE EXPOSURE as Advanced Admin & Platform Developer

• Salesforce.com Certified Administrator & Platform Developer.
• Experience working with customers to analyze their business and/or requirements, develop designs and having end to end Salesforce implementation knowledge.
• Review and understand business requirements as they apply to the salesforce.com platform.
• Identify risk from process and technology implementation perspective.
• Proven skills to adapt and learn quickly with a skill for capitalizing on client’s business needs to generate business development opportunities.
• Having good exposure in Cloud Computing – Salesforce.com CRM, Customization, Configuration & basic knowledge about Force.com Automation & Integrations.
• Good Exposure on – Business Automation using Workflows and Approval processes, Configurations and customizations.
• Owe good knowledge with Report designing, dashboards, Profile and Role Management, Sharing and Security using Object level, Field level and Record Level Security
• Moderate understanding in Data Management with help of inbuilt and Custom Apex Data Loader.
• Possess good functional knowledge about Server Configuration in Networking & Communications Vertical
• Holding good experience on all Salesforce Security related concerns like Vulnerability test, Platform Encryption, Health check score, Historical logs, Event Monitoring App.
• Excellent Training & Presentation Skills.
• Good Experience in Customer interaction via e-mails and conference calls.
• Experience in SFDC related technologies such as in Lightning Experience, Lightning component framework.
• Proficiency in SFDC Lead Management, Opportunity Management, Case Management.
  Experience in Sales & Service Cloud.
• Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Validation rules, Reports, Dashboards, Tasks and actions.
• Experience in data migration using Import wizard, Apex Data Loader.
• Developed SFDC Customized Reports, Dashboards and Processes to continuously monitor data quality and integrity.
• Excellent organizational and strong problem solving skills with a proven ability to contribute in a team environment.
• Involved in developing spike design respective to user stories.
• Involved in Onsite & Office modal sprint agile structure.
• Being a Salesforce developer, Involved in all configuration changes, Customizations, Data management’s activities & Release manager activities.
• Designed KT documents and Unit test documents respective to user stories Deployment activities, preparing package xml’s.
• Participated in production deployments & Release engineering activities.
• Issue Fix in all sandbox environments & Production Support.
• Responsible in troubleshooting the defects in lower and higher environments.
• Involved in Onsite & Office modal sprint agile structure.
• Involved in enhancing existing modules, developing and supporting production defects.
• Participate in the definition and prioritization of Service Delivery Plans.
• Providing assistance to Salesforce Premier Customers over the phone and resolving cases which were logged by them.
• Being Senior Salesforce Admin, assisting the associate administrators to handle cases and resolving issues on cases
• Working on Business Automation using workflows, Approval Process, Validation Rules, relationships etc.,
• Creating team metric reports and Dashboards as a helping hand for my managers.
• Primary focal for all case escalations from Premier Customers during APAC hours.
• Primary focal for Salesforce.com Security related issues during APAC hours.
• Primary focal for Salesforce.com Performance related issues during APAC hours
• Consulting the best approach to the team to as to achieve Customer’s Requirement.
• Have to give training to team for all latest updates and releases happens in Salesforce.
• Providing Performance and Security Training to Future Force Engineers.
• As a Performance Skill based primary engineer responsible to troubleshoot using tools like Wireshark, WinMTR, TraceRT logs and checking Splunk to identify RunTime at Nodes.
• Root Causes Analysis on escalated cases by customers.

Client : AT&T

RESPONSIBILITIES

• Optimize network performance and reliability by maintaining hardware and software, analyzing technical issues, and ensuring availability to system users.
• Implement effective security measures to protect data, software, and hardware.
• Deliver Tier 1 network ticketing support to resolve all issues for 500+ users.
• Execute the maintenance window changes for multiple locations, performing troubleshooting of routing and switching issues.
• Providing immediate Technical Assistance to the team members.
• Responsible person for the process training of new hires in the AT&T Account.
• Conducting Post and Live Assessment of the Call sessions.
• Analysis of the dissatisfied customer comments.
• Providing feedback to the team based on assessments and analysis.
• Identifying the areas of improvement and providing the necessary training.
• Ensuring the team achieves the targets of SL, Productivity, Customer Satisfaction, AHT, and Issue Resolution.
• Find out process related updates and make sure that the whole team understands and completely follows the updates.
• Follow-up the escalated issues via Email and providing feedback to the agents.
• Participating in Quality Calibration sessions with the Quality Team.
• Based on count of agents performance prioritizing their skills on calls they handle and communicating top quality issues with Quality Analyst and Account Manager
• Research on unresolved issues and contribute articles to the K-base team.
• Was actively involved in Hiring of agents at the desk to keep a balance on the headcount.
• Identifying the BQ agents and work with them to identify the area of improvement and coach them accordingly.
• Improve face-to-face interaction with the agent about their performance on a weekly basis which caused awareness in the agent that how important is their metrics.
• Performed the DSAT RCA and provided feedback to agents on the mistakes committed.
• Also was responsible for getting waivers in case we had a fit case for the same.
• Whenever any new update/event occurred conducted a refresher for effective communication of that update.
• Kept a close watch and provided the additional supports who are better performers in team with some additional activities.
• Have to review system and application logs (e.g., web or mail server logs), either to investigate security issues or complex operational issue

ACHIEVEMENTS

• Started of as an Network Engineer and promoted as an SME.
• Able to attain all the team metrics consistently from the day one without missing and topping the score card across the entire desk.
• Was a Key member to do a knowledge transfer.
• Ability to interact with second level resolver groups and find out quick fixes and update team as well as knowledge Base.
• Was in the Backend process of taking escalated calls after getting a good grip on calls.
• Also used few other techniques to lift the spirits of agents and keep them fresh and inclined towards work with some competitions.
• Never missed my metrics at any point of time from the moment I joined the process.
• Was primary focal for any account transition with respect to AT&T account in IBM.
• Primary focal for CSO token replacement project in AT&T.
• Member of ICE team where in all new updates and changes will be shared with the helpdesk by 2nd level resolver groups.
• Key player in updating the knowledge base with new resolutions for the issues shared by other resolver groups.
• Part of windows 7 readiness project in AT&T and played a vital role in application compatibility testing with windows 7.
• Ability to have face to face interaction with the team members and establish a healthy working environment.
• Identifying the right agent and assign them additional responsibility which helps them to developing the skills to grow within the account.
• Primary focal to Update GDF Visual Boar

PROJECTS

• Right to Left: Cost saving project for AT&T to bring down the referral tickets count from DSH to DESC level.
• Aged Tickets Tracking: Ensured tickets age wouldn't go high for the entire account.
• Keeping track of the tickets and ensured to check with other SME's to get their respective team tickets to be closed as early as possible.
• Exclusions Waiver file: To prepare the file on exclusions which validates by DPE of the account & never got rejected till now by the account.
• Newhire Project: Agents who completes their training would be monitored by me for two months.
• Monitoring their stats for two months and according to their performance base they would be moved to the respective teams in the account.
• Till now groomed four batches.
• Elevated Rights: Account made it clear that without waiver no client suppose to have permanent elevated rights on the machine.
• So took initiative to run this project smoothly in the account.
• Daily keeping track of machine names and to validate with tier-3 incase of any discrepancy.
• Invalid High Priority: Bring down the count of HP referral percentage from L1 desk.
• EULR Project: Primary focal for EULR(End User Lease Roll) for L1 desk & CTS team.

Client - British Telecoms (United Kingdom)

• Troubleshooting issues regarding the telephone equipments and also broadband related issues
• Placing orders for new telephone lines and for broadband connections
• Creating a proper documentation for the troubleshooting and closing the case.

Highlights:

· Received highest number of appreciation mails from the customers for a month.

· Won the Bravo award for maintaining the metrics for one quarter.