Summary
Overview
Work History
Education
Skills
CERTIFICATIONS
SALESFORCE TRAILHEAD JOURNEY
Websites
Timeline
Generic

SHAFI SHAIK

Fairborn

Summary

Certified Salesforce Administrator and Developer with a strong background in enterprise software support from my time at CDK Global. I have earned over 100,000 Trailhead points and built hands-on expertise in Salesforce through custom app development, automation with Flows and data management. My support experience gives me a user- focused perspective, helping me design practical Scalable Solutions that align with business needs. I am now focused on applying this combined skill set in a Salesforce – driven role to support digital transformation and process improvement.

Overview

1
1
year of professional experience

Work History

Analyst

Keyloop
Hyderabad
07.2021 - 08.2022
  • Provided end-user support and troubleshooting for Salesforce Service Cloud, resolving case management, workflow, and automation issues to improve customer service efficiency.
  • Managed and configured Salesforce Service Cloud features including case queues, assignment rules, macros, and escalation processes to streamline support operations.
  • Collaborated with internal teams to identify, document, and escalate technical issues within Salesforce, ensuring timely resolution and minimal business disruption.
  • Assisted with user onboarding, training, and documentation to drive adoption and effective use of Salesforce Service Cloud tools.
  • Earned Salesforce Administrator and Developer certifications, strengthening capabilities in platform customization and automation with Flows and Apex.
  • Handled data management tasks such as importing, updating, and maintaining data quality within Salesforce using Data Loader and reports.

Analyst

CDK Global
Hyderabad
04.2021 - 06.2021
  • Delivered expert support for Salesforce Service Cloud users, troubleshooting issues related to cases, workflows, and knowledge base management, ensuring a seamless service experience.
  • Optimized Service Cloud configurations, including automation with Process Builder and Flows, to improve case resolution time and operational efficiency.
  • Worked closely with business stakeholders to gather requirements and customize Service Cloud features, such as service console layouts, record types, and case management processes.
  • Provided ongoing training and support to end users, creating knowledge articles and step-by-step guides to enhance self-service and reduce support requests.

Education

Master of Science - Computer Science

Wright State University
Fairborn, OH
07-2024

Skills

  • Salesforce Service Cloud: case management, service console, knowledge base, escalation rules
  • Salesforce admin and developer: user management, security model, object customization, validation rules, reports, and dashboards
  • CRM support and troubleshooting: application support, incident management, root cause analysis, SLA compliance
  • User training and documentation: creating knowledge articles, user guides, training sessions, onboarding
  • Collaboration tools: Jira, ServiceNow, and Confluence (for issue tracking and documentation)
  • CRM Tools: Salesforce Lightning, Service Cloud Console
  • Live Agent: The feature that allows real-time chat support It enables agents to interact with customers, and when necessary, create a case directly from the chat
  • Omni-Channel: Manages multiple customer service channels (including chat) and routes them to the right agents Cases can be automatically created from a chat interaction if the customer needs follow-up
  • Salesforce Live Agent: Creating cases from real-time chat interactions in the Salesforce org for efficient issue resolution and tracking

CERTIFICATIONS

•Salesforce Administrator.

•Salesforce Platform Developer 1

SALESFORCE TRAILHEAD JOURNEY

· Trailhead Rank: Double star Ranger.

· Total Badges: 306 badges.

Timeline

Analyst

Keyloop
07.2021 - 08.2022

Analyst

CDK Global
04.2021 - 06.2021

Master of Science - Computer Science

Wright State University

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