Sameer Koshti

Responsibilities: Key Achievements:

• Led a team of 4 Salesforce production support professionals, providing 18/5 support to a UK-based client using Sales Cloud for their CRM and business processes.
• Managed production incidents, analyzing, troubleshooting, and resolving high-priority issues in a timely manner to minimize business disruptions.
• Coordinated with business stakeholders to understand requirements, ensuring optimal system performance and providing post-production support for Salesforce applications.
• Facilitated root cause analysis for recurring incidents, leading to process improvements and preventive measures to enhance system stability.
• Developed and implemented best practices for incident management, change management, and release management processes in Salesforce environments.
• Led regular status meetings with cross-functional teams to discuss ongoing issues, system updates, and new deployments.
• Performed regular health checks, monitoring system performance, data quality, and security protocols to ensure system availability and integrity.
• Managed Salesforce platform releases, working closely with the development team to ensure smooth deployment and post-deployment monitoring.
• Provided mentoring and guidance to junior team members, fostering knowledge sharing and skill development within the support team.
• Created and maintained comprehensive documentation, including knowledge base articles, troubleshooting guides, and SOPs for the support team.
• Provided proactive support for Salesforce features such as Opportunity Management, Lead & Account Management, Forecasting, and Reporting within the Sales Cloud environment.

• Worked with Canada based Client Manulife-GB Disability, this project is for claim application process for Disability person, Member or Sponsor can be completed the claim process which is available in English and French.
• Worked on Sales, Community Cloud Salesforce
• Understanding basic requirements, POCs, User Training, Consulting, Optimizing Business Process, Performance Improvement
• Hands on Data Migration using Apex Data Loader, Workbench.
• Expertise in Azure DevOps, Service Now and SILVA ticketing tool.
• Supporting & Assisting Support team for Major Issues.
• Interaction with Business Analyst and Product Owners to gather and prioritize requirements.
• 8 months of basic LWC development experience where developed dynamic custom screens in LWC and given validations for the fields.
• Worked on the apex classes, custom objects, custom fields, formula fields, validation rules, translation workbench etc.
• Worked on Flows, email alert, html templates, portal notifications to send the remainder for certain period based on the business requirements
• Worked on data export activities like fetching field details of objects like Account, Contact and other Custom Objects
• Created fields, Record types, Relationships, Pick list and Custom objects.
• Created sample reports and dashboards using account and contact objects data.
• Monitoring and fixing job failures and data issues by taking up on call responsibility
• Responsible for Deployments and Supporting the Deployed components in different stages.
• Other Technical Skills: SOQL, SOSL, Copado, SkyVia tool
• Key Competencies: E1- Agile of way of working

• Experience in production support (L2 and L3) activity for more than 5000 users on 3 different Organizations who worked on different region.
• Created Users, Roles, Profiles and Security Settings based on role hierarchy
• Expertise in Azure DevOps, Service Now and SILVA ticketing tool and Skyvia (ETL tool)
• Supporting & Assisting Support team for Major Issues.
• Interaction with Business Analyst and Product Owners to gather and prioritize requirements

Responsibilities :

• Provided Level 2 (L2) Support for Salesforce applications, addressing and resolving user-reported issues, ensuring minimal system downtime, and maintaining optimal performance.
• Defined lookup and master-detail relationships on the objects to establish connectivity among objects
• Involved in uploading of data through Data Loader.
• Involved in creating Approval Processes.
• Established Securities at Application object and field levels.
• Created Workflows and Approvals.
• Involved in Creating Users, Roles, Profiles, and Page Layouts in creating Salesforce.com Administration.