Jigneshkumar Patel
Chicago,USA
Summary
Results-driven Senior Salesforce Administrator with over 9 years of specialized experience in Salesforce administration and platform leadership. Expertise in managing enterprise implementations across Service Cloud, Sales Cloud, Marketing Cloud, and Vlocity. Proficient in Salesforce automation, Lightning Experience administration, and security management. Skilled in overseeing integrations, release management, and providing L2/L3 production support, fostering collaboration with cross-functional teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sr. Salesforce Administrator/Developer
Nokia
Naperville, USA
03.2019 - 02.2026
- Led requirement analysis and designed scalable Salesforce architecture across Service Cloud, Sales Cloud, Field Service, CPQ (Apttus), OmniStudio, and Vlocity, supporting complex, multi-tier enterprise use cases.
- Configured Service Cloud (Cases, Omni-Channel, SLAs, Entitlements, Knowledge) and implemented Flows, Approval Processes, and Validation Rules to streamline customer support and reduce manual operations.
- Developed and supported custom data models, Apex components, optimized SOQL, and managed REST/SOAP integrations with Field Service, B2C Commerce, and external enterprise systems.
- Owned Salesforce security governance (Profiles, Permission Sets, Sharing Rules, FLS, OAuth, SSO), executed SFDX-based deployments, CI/CD pipelines, and managed sandbox strategies (Dev, QA, UAT, Full).
- Led L2/L3 production support, UAT coordination, incident management via ServiceNow, Agile delivery using JIRA, end-user training, documentation, and continuous platform optimization across multiple applications.
- Implemented Salesforce Einstein AI capabilities including Case Classification, Case Routing, Suggested Responses, and Knowledge Recommendations, improving first-contact resolution by ~20% and reducing average case handling time by ~25%.
- Leveraged Einstein Analytics and Service Cloud AI insights to surface actionable trends, automate prioritization of high-impact cases, and enhance agent decision-making, resulting in 15–20% productivity improvement and higher customer satisfaction scores.
- Nokia is a Finnish multinational telecommunications, information technology, and consumer electronics company. Today, it is best known as a major global provider of 5G and other network infrastructure, software, and services.
Salesforce Admin
Barclays
Piscataway, USA
11.2017 - 01.2019
- Delivered compliant Salesforce Service Cloud solutions supporting customer servicing, dispute management, and credit operations in regulated banking environments.
- Maintained 95%+ SLA compliance and 99.9% system uptime across production Salesforce environments.
- Enforced Salesforce security, audit readiness, and data governance, aligned with banking regulations and data privacy standards.
- Led UAT coordination, release deployments, incident management, and end-user enablement to ensure stable production releases.
- Managed REST/SOAP integrations with internal banking systems, ensuring accurate synchronization of customer, account, and transaction data.
- Provided L2/L3 production support via ServiceNow, resolving incidents within SLA 98% of the time and minimizing business disruption.
- Barclays is a multinational financial services institution offering banking, investment, and wealth management solutions. Barclays emphasizes risk management, digital banking, and regulatory compliance. It operates with a strong focus on financial innovation and customer trust.
Salesforce Admin/ Business Analyst
Incomm
Alpharetta, USA
06.2016 - 10.2017
- Partnered with finance and payments stakeholders to lead requirements gathering, process mapping, gap analysis, and BRD/FRD creation, translating business needs into Salesforce solutions that improved process efficiency by ~25% across prepaid and digital payment workflows.
- Designed Salesforce data models, configured objects, record types, page layouts, validation rules, and implemented Lightning Experience, resulting in 20–30% improvement in user productivity across multiple business units.
- Implemented declarative automation, enforced Salesforce security and data governance, and supported Apttus CPQ pricing and approval workflows, reducing manual processing errors by ~30% and improving compliance adherence.
- Incomm is a global financial technology company specializing in prepaid payments, digital wallets, and transaction processing.
Business Analyst
BUNN Coffee Maker
Springfield, USA
08.2015 - 05.2016
- Led stakeholder interviews and cross-functional workshops across sales, customer support, manufacturing, and service teams to gather business requirements, improving requirements clarity by ~30% and reducing downstream change requests.
- Performed current-state and future-state analysis and mapped end-to-end workflows for order management, warranty, dealer support, and service operations using Visio and Lucidchart, identifying process gaps that enabled 20–25% operational efficiency gains.
- Authored BRD and FRD documents defining system behavior, business rules, and functional scope, supporting on-time CRM delivery and improving business sign-off and implementation readiness by ~25%.
- BUNN is a leading manufacturer of commercial and home beverage equipment, best known for high-quality coffee makers.
Education
Master of Science (M.S) - Information Technology
Kentucky, USAMaster of Business Administration (MBA) -
Georgia, USASkills
- Salesforce CRM
- Problem solving
- Email template design
- Workflow management
- Sales Cloud
- Service Cloud
- Field Service
- Marketing Cloud
- B2C Commerce Cloud
- Apex Classes
- Triggers
- Batch
- Queueable
- Scheduled Jobs
- SOQL
- SOSL
- Governor Limit Optimization
- Flows
- Approval Processes
- Validation Rules
- Assignment Rules
- Workflow Rules
- Process Builder
- Salesforce CPQ
- Apttus
- Product Configuration
- Pricing
- Quoting
- Contract Lifecycle Management
- OmniStudio
- Vlocity
- REST APIs
- SOAP APIs
- Middleware Integrations
- System Integrations
- Profiles
- Permission Sets
- Permission Set Groups
- Role Hierarchy
- Sharing Rules
- FLS
- OAuth
- SSO
- IAM
- Data Governance
- Data Loader
- Import Wizard
- Data Migration
- Deduplication
- Data Validation
- Reports
- Dashboards
- Analytics
- KPI Tracking
- Real-Time Insights
- SFDX
- Git
- Bitbucket
- Azure DevOps
- CI/CD Pipelines
- Change Sets
- Release Management
- Sandbox Strategy
- ServiceNow
- Incident Management
- SLA Adherence
- Root Cause Analysis
- JIRA
- Agile
- Scrum
- Sprint Planning
- Backlog Grooming
- Defect Tracking
- UAT
- Test Planning
- Functional Documentation
- BRD
- FRD
- User Stories
- Stakeholder Workshops
- Process Mapping
- Visio
- Lucidchart
Certification
- Salesforce Certified Administrator (ADM 201)
- Salesforce Certified Developer (PD1)
Timeline
Sr. Salesforce Administrator/Developer
Nokia
03.2019 - 02.2026
Salesforce Admin
Barclays
11.2017 - 01.2019
Salesforce Admin/ Business Analyst
Incomm
06.2016 - 10.2017
Business Analyst
BUNN Coffee Maker
08.2015 - 05.2016