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Sai Krishna - SALESFORCE DEVELOPER / ADMINISTRATION

[email protected]

Location: Cumming, Georgia, USA

Relocation: Yes

Visa: H1B

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SAI KRISHNA REDDY CHIRRA SALESFORCE DEVELOPER / ADMINISTRATION EMAIL: [email protected] PHONE: +1 (469) 699 8203 PROFESSIONAL SUMMARY: Results-driven Salesforce professional with 11 years of it experience, including 7+ years in Salesforce administration & development, production support and 4 years in network administration. Certified Salesforce administrator, platform developer I, and Salesforce AI Associate with a proven track record in incident management, process automation, and Salesforce platform optimization. Experienced in supporting large-scale Salesforce environments, handling ServiceNow tickets, managing enhancements, and collaborating with business teams to deliver efficient, scalable crm solutions. Automated complex business processes using flows, approval processes, and workflow rules. Administered Salesforce environments, managing users, roles, profiles, permission sets, and security settings. Provided production support, resolving incidents and enhancements via ServiceNow while ensuring minimal business disruption. Hands-on experience with salesforce data cloud (cdp) for unifying customer data and enabling real-time insights. Designed and maintained custom objects, validation rules, page layouts, and record types per business needs. Created and optimized reports and dashboards for performance tracking and executive visibility. Experience in data ingestion, identity resolution, and data harmonization using salesforce data cloud. Managed data quality, performing imports, exports, and clean-ups using the data loader and workbench. Supported Salesforce Lightning enhancements and user adoption activities. Hands-on experience implementing Salesforce Data Cloud, including data ingestion, data modeling, identity resolution, and activation for business use cases. Hands-on experience with Salesforce field service and Lightning Scheduler modules. Supported production releases, troubleshooting, and enhancements for DocuSign-SFDC integrations. Coordinated change deployments and release management between multiple orgs using change sets, ant, and vs code. Collaborated directly with clients and business users to analyze requirements, document processes, and deliver tailored crm solutions. Developed and customized applications using apex classes, triggers, visual force, and lightning web components. Built reusable ui/ux components using the aura framework and lwc for enhanced interactivity. Integrated Salesforce with third-party systems via rest/soap apis and apex callouts. Created and maintained unit tests to ensure code coverage and system stability. Managed source control and deployments using git, Bitbucket, and Sourcetree. Supported classic-to-lightning upgrades, optimizing components for Salesforce1 mobile and web platforms. CORE COMPETENCIES: Salesforce administration & configuration Production support & incident management (ServiceNow) Process automation (flows, process builder, workflows, approvals) Data management & security controls Change & release management Reports, dashboards & analytics Apex, visual force & lightning web components (LWC) Agile/scrum methodologies Integration & Api management Version control (git, Bitbucket, Sourcetree) ADDITIONAL SKILLS & STRENGTHS: Strong knowledge of agile and scrum methodologies; active participant in sprint planning, retrospectives, and daily standups. Mentored and guided junior admins and developers on configuration, troubleshooting, and best practices. Excellent analytical, communication, and interpersonal skills, with a focus on root cause analysis and long-term issue prevention. Self-motivated, adaptable, and able to thrive in fast-paced, client-facing environments. EDUCATIONAL SUMMARY: Master of Science in Computer Science from Stratford University, Virginia, USA 2017 Bachelor of Science in Statistics and Computer Science from CSJM University, Kanpur, India 2014 CERTIFICATIONS: Salesforce Certified Administrator-ADM 201 Salesforce Certified Platform Developer I Salesforce Certified AI Associate Salesforce Certified Agentforce PROFESSIONAL EXPERIENCE: Role: Lead Salesforce Developer Aug-2021- To Till Now Implementation: Tech Mahindra Client: UPS, Alpharetta, GA Project Description: Brought on board to support and enhance the Salesforce CRM platform for UPS across multiple business functions, including Customer Engagement Center (CEC) and Vendor Management teams. Actively involved in managing production support, resolving high-priority incidents, and implementing platform improvements aligned with UPS business needs. Played a key role in optimizing case management, omni-channel routing, and email-to-case flows to improve customer service operations. Collaborated with cross-functional teams and global stakeholders to ensure system stability, data integrity, and process automation. Currently leading initiatives to automate case assignments and SLA milestone tracking, enhancing operational efficiency, compliance, and user experience directly supporting UPS s commitment to reliable and scalable customer service delivery. Roles & Responsibilities: Acted as a key member of the Salesforce Technical Support Team, specializing in Service Cloud, Partner Portal, and Tenfold integration. Developed and optimized Marketing Cloud journeys using Journey Builder, including event-triggered, scheduled, and multi-step automated campaigns. Partnered with technical teams to configure Omni-Channel and telephony integrations, ensuring unified agent experiences between Salesforce and AWS Connect/CTI systems. Led the design and implementation of Salesforce Open CTI integrations with third-party telephony platforms, enabling seamless call handling, screen pops, and click-to-dial functionality for Service Cloud users. Designed and developed scalable solutions across the Salesforce ecosystem (Sales Cloud, Service Cloud, Experience Cloud) as a strong individual contributor. Worked on Salesforce Data Cloud (CDP) to ingest and unify customer data from multiple sources into a centralized platform. Delivered end-to-end voice and AI-enabled Service Cloud solutions using Open CTI and Agentforce. Maintained Agentforce user profiles, permission sets, and queue management to align with business roles. Configured data streams, data ingestion pipelines, and data mapping within Salesforce Data Cloud. Architected and enhanced Service Cloud Experience solutions, including Case Management, Omni-Channel routing, and CTI-driven workflows to improve agent productivity and first-call resolution. Implemented and maintained CI/CD pipelines using Copado for version control, automated deployments, and change management across multiple environments. Supported integration of AWS Connect and CTI adapters for seamless call handling within Service Cloud. Performed post-deployment validations and production sanity testing for Chat-to-Case, Email-to-Case, Web-to-Case, and Phone-to-Case channels. Integrated Apex controllers with LWCs for server-side logic, handling complex SOQL queries and DML operations efficiently. Integrated Agentforce with Service Cloud and Open CTI to assist live agents during voice and chat sessions. Implemented Salesforce Connector in MuleSoft for CRUD operations and bidirectional synchronization with Salesforce objects. Configured and optimized Sales Cloud features including Leads, Opportunities, Accounts, Contacts, Sales Processes, and Forecasting Managed Agentforce setup and configuration for call center and customer service operations within Salesforce. Experience in implementing Vlocity OmniStudio tools such as OmniScripts, DataRaptors, Integration Procedures, and FlexCards to deliver guided business processes. Built and configured Experience Cloud sites with LWC-driven responsive components for a seamless user experience. Developed and executed Copado Robotic Test Scripts for validating complex Lightning components, Flows, and Apex functionalities. Designed and implemented serverless integrations between Salesforce and AWS using AWS Lambda, API Gateway, and REST APIs for real-time data exchange. Automated user provisioning and de-provisioning through IAM workflows to ensure consistent and secure access control. Managed end-to-end marketing campaigns including email, SMS, and push notifications across SFMC modules. Led CTI integration strategy and Omni-Channel routing models Used MuleSoft Any Point Studio for API development, transformation, and orchestration between Salesforce and external applications. Supported data migration and data correction activities, ensuring data accuracy and consistency across environments. Integrated FSC with core banking, loan origination, insurance, and wealth management systems using REST/SOAP APIs, Mulesoft, and platform events. Led Agile ceremonies including sprint planning, backlog grooming, and technical estimation Built modular, reusable AMPscript libraries to standardize personalization logic across marketing campaigns. Enforced Multi-Factor Authentication (MFA) for all users, improving compliance and reducing security vulnerabilities. Implemented Next Best Action (NBA) strategies to enhance agent efficiency and customer satisfaction. Implemented DocuSign eSignature for Salesforce (DFS) including configuration, custom templates, and envelope routing workflows. Developed custom Lightning Record Pages and Flows to automate service cloud processes and escalate priority cases. Designed Salesforce security architecture using OWDs, role hierarchies, sharing rules, permission sets, and MFA Supported integration and deployment testing in sandbox environments before production rollout. Participated in Agile ceremonies as Scrum Master, driving sprint planning, backlog grooming, and retrospective sessions for continuous improvement. Optimized Apex and SOQL to handle Salesforce governor limits, implementing bulkification, async processing, and query optimization for large data volumes Ensured compliance with Salesforce security and governance standards, maintaining data integrity and adhering to best practices. Contributed to knowledge base development, documenting troubleshooting procedures, FAQs, and best practices for faster incident resolution. Role: Salesforce Admin/Developer March 2019 May 2021 Client: Persistent, Hyderabad, India. Project Description: Worked as part of the Salesforce Administration and Development team, responsible for managing, customizing, and enhancing Salesforce applications to support various business processes. The project aimed to optimize CRM performance, automate workflows, integrate third-party applications, enforce data integrity, and improve user adoption across business units. Focus areas included case management, lead and opportunity tracking, reporting & analytics, and Salesforce Site management. Roles & Responsibilities: Designed and implemented Salesforce solutions to automate workflows, streamline business processes, and improve operational efficiency. Performed day-to-day Salesforce administration including user creation, role hierarchy setup, profiles, page layouts, and permission set management. Configured Vlocity Product Console, EPC (Enterprise Product Catalog), and attribute-based product modeling for industry-specific solutions. Integrated Data Cloud with Sales Cloud and Service Cloud to enable real-time data access for business user Built dynamic merge mapping rules to populate Salesforce field values into DocuSign templates. Managed queues, public groups, and assignment rules to optimize case handling and team collaboration. Created and maintained reports, dashboards, and analytic snapshots to support data-driven decision making. Designed scalable Marketing Cloud data models aligning with CRM objects and transactional data needs. Implemented OmniStudio Integration Procedures to orchestrate complex API calls and reduce system latency. Configured Einstein Next Best Action (NBA) to suggest personalized actions and activities for service agents. Developed Lightning Web Components (LWC) and Apex services to enhance Health Cloud UI and automate care coordination tasks. Led Salesforce CI/CD strategy using Copado, Git, and automated pipelines across sandbox, UAT, and production environments Integrated Salesforce with Amazon S3 for secure document storage, retrieval, and large file handling using pre-signed URLs. Developed and customized CTI adapters using Open CTI APIs, JavaScript, and Lightning components, ensuring real-time call context synchronization with Salesforce records. Implemented click-to-dial, call recording, and real-time call metrics using Service Cloud Voice and AWS stack integrations. Integrated Experience Cloud portals with Service Cloud for seamless case management and customer support workflows. Collaborated with business and contact-center stakeholders to define end-to-end customer service workflows, aligning CTI events with Cases, Tasks, Activities, and Service Console features. Integrated Copado Robotic Testing with Slack and Jira for continuous monitoring, reporting, and alerting of test outcomes. Implemented Dynamic OmniScripts to improve customer experience and reduce manual steps in business workflows. Handled integration-related issues between Salesforce and external systems via REST/SOAP APIs, middleware (MuleSoft/ETL tools), and third-party connectors. Integrated Experience Cloud with Flows, Apex, LWC, and third-party systems to deliver seamless self-service and engagement features. Conducted data migration activities using Data Loader, Data Import Wizard, and Workbench, ensuring data integrity and accuracy. Designed and developed Experience Cloud (Communities) for customers, partners, and internal users. Built custom dashboards and campaign performance reports using Marketing Cloud Intelligence (Datorama). Built dynamic summaries and insights using Einstein and Flow-based logic. Customized Experience Cloud using Lightning Web Components (LWC), custom branding, and theming. Provided technical leadership in CTI performance tuning, error handling, and call-logging automation, ensuring high availability and scalability of Service Cloud integrations. Integrated Copado with Git, Jira, and Salesforce sandboxes to enable full lifecycle automation and traceability. Implemented OAuth 2.0 authentication and token refresh logic for DocuSign Salesforce integrations. Conducted training sessions for marketing teams on using Content Builder, Journey Builder, and personalization tools. Wrote Jest unit tests for LWC components ensuring code coverage and functional validation. Supported sandbox refreshes, deployment activities, and post-deployment validations. Designed and customized Service Console layouts for agent productivity Managed Salesforce Sites, pages, and content to enhance user experience and engagement. Assisted in troubleshooting incidents, performing root cause analysis, and providing timely resolutions. Documented configuration changes, processes, and best practices to maintain knowledge base and compliance. Collaborated with senior developers, administrators, and business users to adopt Salesforce best practices and deliver scalable solutions. Provided end-user support, training, and guidance to improve platform adoption and reduce recurring issues. Role: Salesforce Admin/Developer Sep 2017 Jan 2019 Implementation: CarMax, VA Client: Suncorp Solar Project Description: The project involves Salesforce platform administration and support for Suncrop Solar. Responsibilities include monitoring system health, troubleshooting user issues, and ensuring smooth day-to-day operations. The focus is on maintaining system stability, resolving incidents efficiently, and improving overall CRM performance and user experience. Roles & Responsibilities: Provide Salesforce administrative support, including user management, profiles, roles, and permission set maintenance. Monitor Salesforce org performance and proactively identify and resolve potential issues. Handle incidents and service requests raised via ServiceNow, ensuring timely resolution and root cause analysis. Collaborate with business users to troubleshoot access, data, and workflow issues. Worked on payer workflows such as member enrollment, claims processing, prior authorization, provider management, and appeals/grievances. Implemented LWC Apex integration using imperative and reactive (wire) service calls. Worked on Vlocity EPC (Enterprise Product Catalog) for configuring product models, attributes, and pricing rules Perform configuration changes such as field updates, validation rules, workflow rules, and approval processes. Create and maintain reports and dashboards to support business analytics and management visibility. Support data import/export activities using Data Loader and Data Import Wizard while maintaining data accuracy and integrity. Improved DocuSign Salesforce integration performance by optimizing API usage and reducing unnecessary envelope calls. Created reports and dashboards for tracking revenue, quote conversion rates, and contract renewals. Designed and tested Multi-Factor Authentication (MFA) rollout strategies, ensuring minimal user disruption and strong security compliance. Implemented role-based access, sharing settings, and digital experiences ensuring secure data visibility across external users. Implemented Salesforce solutions aligned to HIPAA, PHI, and compliance requirements for secure handling of healthcare member data. Ensured Salesforce configurations adhered to GDPR, HIPAA, and SOC2 compliance standards. Configured Health Console, Patient Card, and Health Cloud Data Model for care coordinators and providers. Participate in weekly review calls, provide incident trend analysis, and suggest process improvements. Ensure compliance with change management, ticketing, and documentation procedures. Assist in sandbox refresh activities, deployments, and post-release validation. Maintain and update page layouts, record types, and picklist values as per business requirements. Manage login issues, system access, and security settings to align with company policies. Collaborate with the development team for user acceptance testing (UAT) and validation of new features. Provide user training, create quick reference guides, and improve user adoption of Salesforce features. Track and document recurring issues, providing feedback for long-term system optimization. Role: Senior Consultant June 2014 May 2016 Implementation: Airtel Hyderabad, India Client: Wipro Project Description: Worked on Airtel s enterprise network infrastructure under Wipro as a Senior Consultant. The project involved managing large-scale network environments, ensuring high availability, data security, and system performance through proactive monitoring and maintenance. Roles & Responsibilities: Administered and supported Linux-based network servers and systems to ensure stable and secure operations. Managed installation, configuration, and maintenance of routers, switches, and network devices. Handled network configuration, performance monitoring, and troubleshooting of LAN/WAN connectivity issues. Implemented and maintained firewall policies to secure network traffic and prevent unauthorized access. Managed data backup, restoration, and disaster recovery processes to ensure business continuity. Monitored system logs and network performance metrics to proactively identify and resolve potential issues. Applied OS and security patches, system updates, and firmware upgrades to maintain compliance and stability. Supported IP addressing, VLAN configuration, and network segmentation to improve efficiency and security. Coordinated with cross-functional teams for infrastructure upgrades, migrations, and incident resolution. Assisted in setting up user accounts, permissions, and access control for network resources. Provided end-user support for connectivity issues and guided users on network best practices. Participated in periodic reviews and contributed to improving network reliability and system performance. Environment: Linux, Network Administration, Data Backup, Firewall Protection, VLAN Configuration, Router/Switch Management Keywords: continuous integration continuous deployment artificial intelligence user interface user experience sthree information technology Delaware Georgia Virginia