Utkarsh Sharma

• Built KYC/Re-KYC tools and NLP chatbots using Python and REST APIs.
• Developed Flask-based components with SQLite, and contributed to API testing and documentation.

SaaS Support (Salesforce)

• Administered users, profiles, permission sets, data access, and security settings across multiple Salesforce clouds.
• Worked extensively on multiple Salesforce clouds: Sales Cloud, Service Cloud, and Admin Cloud configurations, and customizations.
• Developed and maintained Apex programming solutions for complex business logic, triggers, and batch processes.
• Supported Lightning Web Components (LWC) development and deployment; created custom components, and integrated them with the Salesforce ecosystem.
• Expert in Service Cloud: case management, knowledge base, omni-channel routing, and customer service workflows.
• Admin Cloud operations: user lifecycle management, security models, data governance, and system integrations.
• Triaged API/integration and performance issues; optimized Apex code, and LWC components for governor limits compliance.

Technical Support (OS, Networking, Identity)

• Diagnosed Windows/Linux issues: service failures, disk usage, permissions, log analysis, and patching follow-ups.
• Resolved networking incidents: DNS resolution, routing reachability, firewall/port, VPN connectivity, and certificate/SSL basics.
• Performed incident triage, impact assessment, and documented RCAs with preventive actions

QA Automation & CI

• Built Selenium POM-based regression suites, integrated with Jenkins; reduced manual regression effort.
• Wrote Python scripts for API checks, log parsing, and environment health validations; integrated basic notifications.

Collaboration and Process.

• Worked with security, network, and app teams during incident bridges; created runbooks and SOPs; adhered to SLAs and escalation paths.