 , and Email generation per application requirements

 Experience in developing and implementing SFDC components like Custom Formula Fields, Field Dependencies, Validation Rules,
Workflows, Approval Processes, Process builders, field updates, and Email generation according to application requirements
 Experience with CRM Sales processes, Forecasting, Campaign management, Opportunity Management and Case management.
 Experience in customizing standard objects like Accounts, Contacts, Opportunities, Campaigns, Cases, Leads, Content,
Knowledge and Articles
 Develop and maintain knowledge base and supporting documentation regarding administrative access and data flow across the
system
 Excellent experience in requirements gathering and preparation of functional documents significant experience in issue
resolution, client communication and reporting
 Knowledge in CI/CD Tools of Salesforce (Flosum)
 Hands-on Experience in reviewing Critical updates and security alerts as part of release testing performed before every
salesforce release
 Experienced in all project phases using Agile Methodology

SERVICE DELIVERY:
 Overall responsibility for the delivery, management and improvement of IT services to meet user needs, using a set of well-
defined best practices in ITIL
 Have taken responsibility for leading the development, implementation, sustainment, and continuous improvement in IT Service
Management (ITSM)
 As a scrum master has ensured that the team stick to agile values and principles and follows the processes and practices
 Responsible for preparing and presenting the Weekly, monthly reports and updates with the Leadership team

INCIDENT MANAGEMENT:
 Managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations
 Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting
procedure

CERTIFICATIONS
 Salesforce Certified Administrator
  Salesforce Certified Advanced Administrator
 Salesforce Certified Platform App Builder
 Salesforce Certified Platform Developer I

PROJECT EXPERIENCE

ORGANIZATION: TRIMBLE INC.

PROJECT#1:

Title Salesforce Administrator & Business Analyst

Project SFDC Global Services
Operating System Windows
Tools Salesforce.com, Data loader, Workbench ,Salesforce
Inspector
Team Size 5
Role Salesforce Administrator & Business Analyst
Period Nov 2020 – Till date
Location Chennai

CLIENT DESCRIPTION:

Trimble with headquarters in California is transforming the way the world works by delivering products and services that connect the
physical and digital worlds. Core technologies in positioning, modeling, and connectivity and data analytics enable customers to
improve productivity, quality, safety and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble
software, hardware and services are transforming industries such as agriculture, construction, geospatial and transportation and
logistics.

ROLE AND RESPONSIBILITIES:

 Work with clients and end users to gather, understand, and define business requirements, translating into best
practice, scalable solutions with a focus on exceptional user experience
 Develop user stories and to-be process flows to support the design and development of Salesforce solutions for our
clients
 Work collaboratively with team members to design a solution that will meet a client’s business requirements and fulfill
user stories
 Complete the configuration for user stories within Salesforce, AppExchange products, or other cloud-based
technologies
 Collaborate with developers to test and verify that solutions will meet the business requirements
 Participate in key meetings with clients including requirement sessions, system demos, user acceptance testing, and
end user training
 Maintained the Salesforce platform by monitoring support tickets, user issues, and employee workflows.
 Performed QA testing after Critical Updates to transition customer data smoothly to retain performance and usability
of Salesforce.
 Take care of all aspects of user and license management including new user setup/deactivation, roles, profiles,
permissions, public groups, OWD, sharing rules
 Salesforce configuration changes, including Workflow, Process Builder, Flow, assignment rules, approval processes,
fields, page layouts, record types, apps, actions, custom settings, mobile administration, dashboards and reports
 Data management to improve Salesforce data quality, implementing rules and automation as needed
 Proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer
 Technical documentation of the best practices

ORGANIZATION: COGNIZANT TECHNOLOGY SOLUTIONS

PROJECT#2:

Title Salesforce Administrator & Business Analyst

Client Abbott / Lifesciences
Operating System Windows
Tools Salesforce.com, Data loader, Workbench
Team Size 35
Role Salesforce Administrator & Business Analyst
Period May 2018 – November 2020
Location CRC, Chennai

CLIENT DESCRIPTION:

Abbott Laboratories is an American multinational medical devices and health care company with headquarters in the Abbott Park
Business Center in Lake Bluff, Illinois, United States. Chicago physician Wallace Calvin Abbott founded the company in 1888 to
formulate known drugs; today, it sells medical devices, diagnostics, branded generic medicines and nutritional products.

ROLE AND RESPONSIBILITIES:

 Handle all administrative functions including user account maintenance, reports and dashboards, workflows and other
routine tasks
 Complete regular internal system audits and prepare for upgrades
 Coordinate the evaluation, scope and completion of new development requests.
 Assist in training of new users, and grow the Salesforce.com skill set across the organization
 Add, Update and Delete the customers in CRM.
 Interview Business Users to gather Requirements and analyzed the feasibility of their needs by coordinating with the
project manager and technical lead.
 Interact with various business user groups for gathering the requirements for Sales Force implementation and documented
the Business and Software Requirements.
 Perform detailed analysis of business and technical requirements and designed the solution by customizing various
standard objects of Salesforce.com (SFDC) and using other Platform based technologies like Visual Force, Force.com API,
and Web Services.
 Perform Gap Analysis of current CRM application to understand the gap and to ensure complete usage of resources.

ORGANIZATION: COGNIZANT TECHNOLOGY SOLUTIONS

PROJECT # 3:

Title Incident Management

Client Abbott / Lifesciences
Tools BMC Remedy, SharePoint, CMSNext
Team Size 26
Role Technical Lead
Period July 2016 – May 2018
Location CRC, Chennai

ROLE AND RESPONSIBILITIES:

  Sending communication to leadership team about progress of high severity incidents on regular intervals
 Initiating bridge calls in case of high severity incidents and ensuring coordination among teams for resolving incidents on
Priority
 Extracting dumps of Incidents/Change/PR/SR and sending to the Quality team to prepare various reports like Ageing report,
SLA report, utilization reports etc
 Analyzing the trend of incidents, issues reported to detect potential disruption of service and working on the Proactive
Problem Management
 User Management - Create users and manage their access to the application
 Monitor the servers and the application services in it

AWARDS & ACHIEVEMENTS:

 Have received multiple awards like Above & beyond, Employee of the month & Others from Client as well as Cognizant
Management.

EDUCATION QUALIFICATIONS:

Qualification Year of passing

Bachelor’s degree in Electronics &
communication Engineering 2015
 Higher Secondary 2011
SSLC 2009

PERSONAL DETAILS:

ACKNOWLEDGEMENT:

I reaffirm that the information furnished in this document are true to the best of my knowledge and many thanks for
your valuable time given to my resume.

Suganya Mohan