Summary
Overview
Work History
Education
Skills
COMPETENCIES
Certification
Timeline
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Aditya Mishra

Aditya Mishra

Senior Technical Support Engineer
Hyderabad

Summary

A dedicated and solutions-oriented Senior Technical Support Engineer with 7+ years of experience in Salesforce technology, including nearly 4.5 years specializing in Salesforce Technical Support. Proficient in Salesforce Maps and the Salesforce Platform.
Currently seeking a Technical Role role to make the most of my technical expertise, leadership abilities, and customer-focused approach to enhance customer satisfaction and improve operational efficiency.


Overview

7
7
years of professional experience
9
9
Certifications

Work History

Senior Technical Support Engineer

Salesforce
08.2023 - Current
  • Manage and resolve high-priority, escalated customer cases, ensuring timely and effective resolution.
  • Serve as the point of contact for Sev1 incidents during APAC/EMEA hours, specifically for the Salesforce Map team
  • Lead training and knowledge-sharing sessions for both internal teams and customers to enhance product understanding and reduce recurring support cases.
  • Consistently exceed performance metrics, contributing to the overall success of the team and have been rated highly successful for past three years.
  • Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
  • Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
  • Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
  • Cross-skilled in EDI, Quip, and General Usage.

Technical Support Engineer

Salesforce
10.2020 - 07.2023
  • Assisted customers with difficult technical issues requiring a greater level of personalized care and in greater strength.
  • Served as primary point of contact for support on owned solutions and products
  • Maintained response times and SLA to support business continuity.
  • Conducted multiple sessions on Non-Maps topics and SF Maps Advance for team enablement.
  • Involved in Escalation Assessment and help team reduce the escalation percentage by identifying the root cause and making them aware.

Programmer Analyst

Cognizant
07.2020 - 10.2020
  • Worked with Client directly converting their Business requirements into technical solutions.
  • Requirement analysis Effort estimations.
  • Functional and Technical design.
  • Development (Configuration and Customization using Workflow, Process Builder, Apex Classes, Triggers, VF, Test Classes, dataloader, etc.)
  • UAT Support, defect fixing.

Systems Engineer

Infosys Ltd.
05.2018 - 06.2020
  • Salesforce experience in planning, designing, implementing, deploying, testing, documenting, and maintaining Salesforce Applications for both classic and Lightning UI.
  • Worked on security aspect of Salesforce at Organization, Object, Field, and Record level.
  • Worked on both the customization and development aspects of Salesforce.
  • Worked on Data Migration using tools such as Workbench and Data Loader.
  • Worked with team members spread globally using Agile methodology and tools Jira.
  • Involved in deployment of metadata from Sandbox to Production using change sets

Education

B.Tech - Mechanical Engineering

Techno India NJR Institute of Technology
Udaipur, India
04.2001 -

Skills

Salesforce Core

Salesforce Maps

Teamwork and collaboration

Debugging

Apex, Apex Triggers,Data Loader, Security, Data Modeling, SOQL,Governor Limits

Customer support

Asynchronous Apex

LWC

Team leadership

COMPETENCIES

  • Proactive Problem Solving
  • Customer Relationship Management
  • Performance Metrics & KPIs
  • Cross-Functional Collaboration
  • Team Collaboration and Conflict Resolution

Certification

Salesforce Certified Platform Developer I

Timeline

Senior Technical Support Engineer

Salesforce
08.2023 - Current

Technical Support Engineer

Salesforce
10.2020 - 07.2023

Programmer Analyst

Cognizant
07.2020 - 10.2020

Systems Engineer

Infosys Ltd.
05.2018 - 06.2020

B.Tech - Mechanical Engineering

Techno India NJR Institute of Technology
04.2001 -

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Aditya MishraSenior Technical Support Engineer