Summary
Overview
Work History
Skills
Certification
Timeline
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Sushant Singh

Sushant Singh

Hyderabad,Telangana

Summary

Seasoned IT professional with over 12 years of experience, currently excelling as a Success Architect with a proven history of solution design and customer success. Demonstrated leadership as a Swarm Lead at Salesforce.com, showcasing extensive technical support expertise. Skilled in managing support teams, meeting SLA targets, and enhancing CSAT evaluations. Proficient in technical troubleshooting on the Salesforce platform, data analysis, and reporting. Past roles include Senior Analyst at HCL Technologies and Software Engineer at Persistent System, focusing on Salesforce user support and administration. Seeking to utilize support operations expertise to drive continuous improvement and enhance customer satisfaction.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Success Architect

Salesforce
05.2025 - Current
  • Reviewed technical drawings developed by CAD technicians and drafters.
  • Collaborated with clients to develop customized architectural solutions, meeting their unique needs and preferences.
  • Maintained strong communication with clients throughout the design process to ensure alignment between their vision and the final product.
  • Lead architectural design reviews and reliability assessments to ensure scalable, secure, and high-performing Salesforce solutions.
    Drive performance optimization initiatives, enhancing system efficiency, availability, and user experience across complex enterprise environments.
    Provide proactive strategic guidance to help clients achieve business outcomes through effective use of the Salesforce platform.
    Translate business challenges into actionable, scalable Salesforce solutions and strategies tailored to customer goals.
    Produce key deliverables including solution designs, strategic roadmaps, best practice recommendations, and adoption strategies.
    Contribute to the long-term vision and success of the client's Salesforce investment by aligning technology architecture with business growth.

Swarm Lead

Salesforce.com
05.2022 - 04.2025
  • Led a Swarm team to resolve escalated Salesforce cases and swarm request, maintaining a resolution rate of within SLA timelines.
  • Acted as the primary point of contact for critical customer issues, collaborating with engineering and development teams for swift resolution.
  • Provided mentorship and guidance to support teams, fostering a collaborative and knowledge-sharing culture.
  • Identified recurring issues, collaborating with Product team to enhance platform.
  • Developed performance dashboards to track team KPIs, ensuring alignment with operational goals.
  • Collaborated with customers/support engineers for feedback and continuously monitored ticket queue for optimal ticket management.
  • Analyzed and suggested improvements for support processes during regular meetings with product team.

Senior Analyst

HCL Technologies
01.2019 - 12.2019
  • Delivered tier-2 and tier-3 assistance for Salesforce users.
  • Configured and optimized Salesforce features like custom objects, workflows, and security settings.
  • Executed comprehensive data cleanup with Data Loader tools.
  • Developed documentation and knowledge base articles to improve self-service resources and reduce ticket volume.
  • Conducted user training sessions to enhance adoption and usage of Salesforce features.
  • Collaborated with the development team to test and deploy system upgrades and customizations.

Software Engineer

Persistent System
10.2013 - 12.2018
    • Salesforce User Support
    • Basic Salesforce Administration Troubleshooting (Login Issues, Permissions, Reports)
    • Data Management (Data Loader)
    • Workflow and Validation Rules Support
    • Case Management and Escalation
    • Customer Service and Communication

Skills

  • Team leadership and mentoring
  • Process optimization and documentation
  • Escalation management
  • Technical troubleshooting
  • Data analysis and reporting
  • Multitasking proficiency

Certification

  • Salesforce certified Administrator
  • Salesforce certified Platform App Builder
  • Salesforce certified Platform Developer
  • Salesforce Omnistudio Developer
  • Salesforce certified AI associate
  • Salesforce certified Associate

Timeline

Success Architect

Salesforce
05.2025 - Current

Swarm Lead

Salesforce.com
05.2022 - 04.2025

Senior Analyst

HCL Technologies
01.2019 - 12.2019

Software Engineer

Persistent System
10.2013 - 12.2018

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Sushant Singh