Chetan Sharma

Authored comprehensive implementation documents for end users, ensuring seamless deployment and user adoption. Updated user roles, managed system integrations with Salesforce. Oversaw and managed KPI dashboards to generate accurate performance insights and facilitate informed decision-making. Conducted thorough data audits and validations to guarantee data accuracy, integrity, and compliance with organizational standards. Designed and implemented automation processes. Developed detailed user stories in JIRA, encompassing acceptance criteria, descriptions, features, and summaries to facilitate efficient execution. Provided Level 1 and Level 2 support for Totango, consistently resolving client issues and maintaining high satisfaction levels. Engaged with users to identify opportunities for enhancing technology. Leveraged strong analytical and problem-solving abilities to devise effective solutions for complex and challenging situations.

Live Chat Implementation: Implemented live chat services to enhance real-time customer support and engagement. Client Interaction: Conducted daily discussions with clients to align technology solutions with business objectives. Test Case Development: Authored and executed test cases to validate that business requirements were met effectively. Post-Deployment Support: Provided post-deployment support to clients, addressing and resolving bugs and issues. Salesforce Configuration: Managed Salesforce configurations to tailor the platform to meet organizational needs. Quality Assurance: Tested functionality, debugged, and modified to ensure high-quality deliverables. Salesforce Administration: Utilized administration skills to create and configure page layouts and record types, and employed automation tools such as Flows to streamline processes and enhance system efficiency. Report and Dashboard Creation: Designed and developed customized reports and dashboards to provide clients with actionable insights and data-driven decision support. User Story Creation & Agile Methodology: Developed user stories and adhered to Agile methodology to ensure iterative development and timely delivery. Documentation Preparation: Created and secured client and stakeholder approval for key project documents including TDA, TDD, and end-user guides.

Workflow Management: Administered workflows, record types, field updates, email alerts, and page layouts to optimize system functionality. Lead Duplicate Rule: Developed and implemented a lead duplicate rule to maintain data integrity and improve lead management. Live Chat Support: Created and deployed live chat support using embedded services to enhance customer interaction and support. Reports and Dashboards: Designed and generated reports and dashboards tailored to the needs of specific departments for actionable insights. User Story Creation: Crafted detailed user stories in JIRA, including acceptance criteria, descriptions, features, and summaries. Documentation Preparation: Authored comprehensive project documents such as TDA, TDD, and end-user guides for clear project communication. Client Engagement: Engaged in daily discussions with clients to align technology solutions with business objectives and requirements. User Story Tracking: Monitored and tracked the daily status of user stories to ensure project milestones were met.

Salesforce Administration: Managed Salesforce roles, profiles, sharing rules, workflows, and groups to ensure optimal system configuration and user access. Report Preparation: Prepared detailed reports for Sales and other departments to support informed decision-making. Lead and Case Management: Implemented lead conversion processes, case escalation rules, and Email-to-Case functionality to enhance case management. Data Management: Oversaw data migration, validated data integrity, and established duplicate rules to maintain data accuracy. Salesforce Feature Utilization: Gained proficiency in Salesforce out-of-the-box (OOB) features while concurrently working on live development projects.