Pravin Yadav Jagannath

SUMMARY:
● 9.3 years of IT experience primarily on Salesforce.com CRM experience across various industries.
● Worked on Salesforce CPQ configuration, testing, and handling technical issues in a process.
● Extensive knowledge of Salesforce CRM for Service, Sales, Salesforce Steelbrick CPQ, Salesforce health cloud,
Customer Portal Management, and integration with another technical field.
● Worked with native Salesforce quote to cash functionality such as Opportunity, Product configurations, Product
rule, Price rules, Quotes, Orders and Contracts, Logik.io.
● Handling troubleshooting of service, configuration and integration related.
● Worked on the Salesforce products, Features and understood the best practices and used that understanding
while working on the business enhancement request.
● Coordinate with the Business operations and sales team to execute customer agreement.
● Optimized end to end workflow between salesforce and integrated business application.
● Good knowledge in ITIL/ITSM Management as per the SDLC and Agile methodology.
● Well-Coordinated in addressing problems, investigating root causes and implementing successful resolutions.

EDUCATION:
● B.Tech, Electronics/Telecommunication, 2014.

CERTIFICATIONS:
● Salesforce Administrator (20165652)
● Salesforce certified CPQ specialist (21709552)
● Salesforce sales cloud consultant (21618535)
● ITIL/ITSM Trained
● ChatGPT trained

TECHNICAL SKILL SETS:

● Salesforce CPQ
● Sales Cloud
● Salesforce Billing
● Service Cloud
● Salesforce Health Cloud
● SDLC
● ITIL/ITSM
● Project Management Tools
● JIRA
● Agile

PROFESSIONAL EXPERIENCE:

IQVIA RDS (India), Pune Oct 2022 to Jul 2024

Sr. Software Engineer - Product Support Tech Advisor2

Responsibilities:
● Supported the project’s end to end implementation of product support of salesforce health cloud.
● Involved end to end QA and UAT testing and validation along with bug fixing of live production.
● Collaborating with the product development team to help support platform functionality.
● Provided day- to- day end user support and assisted users with best practices to improve and increase the
salesforce knowledge.
● Providing Tier 3 technical support for custom integrations, support to end users to resolve issues with the
Salesforce and related applications like eCOA.
 ● Handle MuleSoft integration issues.
● Well-coordinated in addressing problems, investigating root causes and implementing successful resolutions.
● Resolving daily production issues within SLA.
● Creating JIRA as per bug, following the Agile methodology.
● Handled the monitoring and updated the Salesforce data like Importing, Exporting and updating of respective
data.

Tech Mahindra, Pune Feb 2021 to Oct 2022

Sr. Software Engineer

Responsibilities:
● Supported the project’s end to end implementation of salesforce CPQ product support.
● Worked with native salesforce quote to cash functionality such as Opportunity, Product configuration, Pricebook,
Quotes, order and Contract-
● Involved end to end QA and UAT testing and validation of CPQ including products, Pricing, Quoting etc.
● Handle order creation flow and contract related issues.
● Configured contract, subscriptions, amendments, Renewals.
● Testing CPQ integration related issues with ERP (NetSuite).
● Configured system with Bundle Configuration, Configuration attribute, Option constraints, Discount scheduling.
● Configured quote line level configuration and handled related issues.
● Approval rule, Price Rule and product rule configuration as per the business request.
● Working on the new business enhancement request: Raising new JIRA accordingly and working on that.
● Coordinated with Business operation, Order teams to execute customer engagement and process purchase
orders.
● Provided production support for the sales rep team.
● Worked on the user management with permission set.
● Provided support to end users to resolve issues with the Salesforce and related applications.

Jade Global Software, Pune Aug 2019 to Feb 2021

Associate Analysts

Responsibilities:
● Worked on Data migration activity for service, sales and CPQ cloud.
● Handle the quote to the cash process as per the business requirement.
● Ensure & analyze all Jira stories are functioning as per business requirements.
● Build extraction query for object and extracted data from source org as per the business criteria by using Data
Loader and also using SQL db.
● Configure legacy ID field for reference purpose.
● Creating field Mapping as per the business requirement.
● Worked on different objects like Case, Knowledge, Chat Session, Account, Contact, opportunity, opportunity team
member, Opportunity Product, Order, Quote etc.
● Analyzed different approaches while loading data into the target org.
● Completed Jira story sprint wise on time and updated tasks on a daily basis.
● Attended handshake and Daily Stand up call on a daily basis.

Project Title: Trilogy service cloud

Responsibilities:
● Working as a Salesforce Admin by providing day to day end user support for Salesforce.com users.
● Made significant changes to Page Layouts and user Interface.
● Worked with various salesforce.com objects like Accounts, Contacts, Case, Case Team, Reports and Dashboards.
 ● Salesforce service cloud application by creating the workflows for automated case routing, case escalation and
email alert.
● Performed System Testing, UAT Testing, Production Testing, and Regression Testing along with administering
Salesforce .com.
● Imported accounts, contacts and case data through Data loader.

Project Title: OSISoft

Responsibilities:
● Ensure that the major functionalities are functioning as per business requirement.
● Handling process quote to cash as per CPQ standard.
● Handle different service tickets.
● Changes in Price rule, product rule as per requirement.
● Build workflows and Process builder, Validation rules.
● Responsibilities include customizing and implementing custom objects, custom fields, formula fields, Page layouts,
Email Templates, dashboards, reports, applications, Role Hierarchy etc.
● Creating fields on objects as per requirement.
● Used SOQL query to read information, collect data stored in org's database.
● Post Production deployment testing.
● salesforce best practices for solution building and testing.
● Security enhancement for the restructured hierarchy.

Infosys BPM, Pune Mar 2018 to Oct 2019

Technical Process Specialist

Responsibilities:
● Administrator of the Salesforce environment; responsibilities include customizing and implementing profiles,
roles, custom objects, custom fields, page layouts, Email Templates, workflow, validation rules, approvals,
dashboards, reports, security settings, applications, OWD, Sharing rules, Role Hierarchy etc.
● Working on service cloud in case Management: To handle different kinds of cases for daily basis with service
offering like Access, Consulting, Setup Changes, Analytics, Manual Support, CSC-help etc.
● Managing cases on a daily basis around troubleshooting existing functionality.
● For testing purposes, we are using a SANDBOX.
● Experience in setting up customer portals for better service process and solution management.
● Creating / provisioning of user profiles.
● Deactivate users due to either their departing from the company or transferring to a new job that does not require
SFDC access.
● Manage all processes that impact / relate to Salesforce.com.
● Administer a Salesforce.com environment with 10000+ Salesforce users.
● Troubleshoot the login related issue, case locked, Portal user related issue.
● Ability to maintain data integrity.
● Build and manage reports, dashboards, and processes to continuously monitor data quality and integrity.
● Use of the data loader and Excel.

Huawei Telecommunication, Pune Feb 2016 to Oct 2016

Engineer

Responsibilities:
● Worked in ITIL management domain.
● To Handle the faults of different networks and Network Management.
● Troubleshooting problem tickets and service tickets.
● Creation of Incidents like (P1 to P5). Identify problems.
 ● Associate incident with other records (i.e. incident changes, problems, known errors).
● Configuring, administrating, Monitoring & debugging & tuning application.
● Resolving 4G, 3G and 2G networks related issues within the specified SLA/OLA.
● Worked on network protocols like HTTP, SSH, telnet etc.
● For troubleshooting purposes we are taking ping, Trace & telnet.
● Resolving the u2000 server, Temip server related issue.

Mphasis, Pune Mar 2015 to Jan 2016

Executive support

Responsibilities:
● Ensure stable & reliable ISP network services. (e.g. access product, service network & core network).
● To handle different kinds of incidents like P1, P2, P3.
● Day to day network performance monitoring.
● Monitoring ATM & VSAT connectivity through portal and checking router IP, machine IP, Pinging, Telnetting Etc.
● Test network connection by using the ping command.