Subhrajyoti Lahiri

• Collaborated with Johnson & Johnson as a client to resolve incidents related to Salesforce solutions, focusing on both configuration and customization to meet business requirements.
• Developed enhancements using Apex, Triggers, and LWC, successfully addressing critical application needs and customer inquiries while maintaining SLA compliance.
• Gained hands-on expertise in Field Service Lightning (FSL) for deploying effective scheduling and optimization solutions, which improved on-time dispatching metrics by 25%.
• Spearheaded the implementation of Document Scanner functionality within the Field Service Mobile app, enhancing efficiency for service technicians in the field.
• Authored and maintained essential documentation, including patch communication reports, standard operating instructions (SOPs), and service work instructions (SWIs) to streamline project processes and improve knowledge transfer.
• Dedicated Salesforce Developer and Administrator with over 3 years of experience in healthcare, specializing in system configuration, customization, and optimization utilizing Salesforce technologies.
• Adept at managing client relationships and resolving incidents while adhering to SLAs, with a proven track record in implementing efficient workflows and enhancing user experiences.
• Passionate about leveraging Salesforce innovations to optimize business processes.

Working as a Technical Support Analyst for AbbVie Inc for 19 countries in Europe and Canada

• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Provided technical support to end users in both Salesforce and Veeva CRM.
• Improved customer satisfaction by providing timely and accurate technical support to end users maintaining SLA.
• Used ticketing systems to manage and process support actions and requests.
• Decreased response times with efficient ticket management and prioritization of urgent issues.
• Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
• Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.