Certifications
Salesforce Certified Email Marketing Specialist
Salesforce Certified Marketing Cloud Admin
Salesforce Certified Marketing Cloud Consultant
Salesforce Certified Marketing Cloud Developer
Diploma in Computer Applications
Key Skills
Excel,Reports, HTML/DHTML, Java, SQL, PL /SQL, MS – Access, Visual Basic, API, SSJS, C#.net, Crystal Reports, Ticketing Tools
Education
BCA from IGNOU University

        
Technology Summary
          Packages    MS-Office, Internet Applications
          ERP    Salesforce, MS-CRM, Exacttarget, SAP, CheetahMail
          RDBMS    SQL Server 2000, 2008,  MS Access, ORACLE 8i, 9i, 11
          Networking:    LANs, WANs, Routers, Firewalls, TCP/IP
          Operating System    Win XP, Win Vista, Win 7, Win 8
          Web Development Tools    ASP, HTML, Dream weaver and ASP.net
          Reporting Tools    Crystal Reports
          Other Tools    Program History Plus, Radian6, Social Studio, MS- CRM

Work Experience

    March 2019 – Till Now.  Sr. Project Manager 

Project Details:

Working as Campaign Manager, Responsible to maintain Complete Email marketing Campaigns for our client with a Team of 24 members (Dev & QA). Configuring account and Subscribers Data by applying filters, Queries according to Client’s requirement to target a specific area or Domain & Deliver complete reporting solution based on Campaign’s performance. Also maintain users, profiles, permissions in the application.
Conduct Training for New Hires & Responsible for Knowledge Transfer sessions to SFMC other sites. Able to setup and deliver exceptional custom support on Salesforce Marketing Cloud (Exacttarget) platform. With Deep inside knowledge of Salesforce Marketing Cloud (Exacttarget) product offerings and business challenges faced by customer users

Extensive knowledge on Mobile connects, recently worked as Solution Architect to migrate one of our Client SMS & MMS campaigns from Code broker to SFMC. Now managing their Support process.

Extensive knowledge on Journeys, API, SSJS as managing Offshore Dev Operations process for our Client from last 2.5 years.

March 2014 – March 2019 Team Lead

Project Details :

Played a role of Team Manager cum Solution/Technical Architect, leaded a team of Technical Support Agents in India primarily working in the Email Marketing Domain. I’m responsible for overseeing all Support given to Cheetah Digital Client’s regards to email marketing, transactional emails, and marketing automation. This includes leading day-to-day operational aspects of project and scope for multiple projects, conducting Team management tasks by analyzing new requirements and enhancements for Training to deliver updated knowledge, and participating in the planning and prioritization of SLA and Client satisfaction Targets. 

Description    As part of this project, I have worked as a Team Manager and an Offshore Lead.
Roles & Responsibilities
    Conduct Training for New Hires & Responsible for Knowledge Transfer sessions to SFMC other sites.
Respond to incidents/escalations raised by calls, email, Instant Message or through dedicated customer support portal and make sure clients will get instant support as per their purchased support plan.
Provide precise and fast answers to customer’s most technical questions using the advanced knowledge of the Marketing Cloud Features, SQL, HTML, APIs and others 
Maintain Good Relationship between Client and Support Team.
Investigate new or existing incidents by replicating the issue in house and discussing with peers. 
Technically support, global customers for publishing their new campaign. 
Design and implement training modules to educate and evaluate the new employees (VTI Standard Team)
Working closely with sustained engineering to help resolve incidents in a timely fashion. 
Technical Requirement.
 
 
Previous Project - Salesforce Marketing Cloud – (March 2014 – Dec 2017)

Roles & Responsibilities :

Responsible for managing team 10-15 team member & to provide Technical Solution to VTI Mission Critical Support and VTI Standard Team members.
Helping clients with configuring their Marketing Cloud account with roles and permissions.
Configuring account and administer the filters, users, profiles, data, etc
Conduct Training for New Hires & Responsible for Knowledge Transfer sessions to SFMC other sites
Drilling down problems and Designing solutions for Email Marketing Cloud Users using SQL Management Studio and Notepad++.
Providing support on SFMC tools like Journey Builder, Automation Studio, MobileConnect, Content Builder, Contact Builder, etc.
Monitoring their Email Jobs Mass Sends and Clearing the Database Queues if they encounter any error
Requesting the details for Configuring Private Domains and Dedicated IP and Sender Authentication packages
Focus on CSAT score KPIS and handle any escalation receive via Support portal or via call.
Awarded as the Quick Starter for performing above expectations and gaining deep application knowledge in very less time.

Guru Gobind Singh College  (Feb’ 2009 – March’ 2010)

Hardware Assistant 

Responsible for maintaining and troubleshooting of computer systems
Daily activity involves finding bugs/enhancements, macro package creation/modification, and monitoring execution of Critical Concurrent Programs Execution and fixing the same for any error/issue.
Compiling daily data New Admissions, Updating students records, Scheduling classes roasters.

Personal Details
Nationality:    Indian