Shashank Papani
Eden Prairie,MN
Summary
Certified Salesforce Administrator with over 2 years of experience supporting internal users in high-volume environments. Skilled in managing user onboarding/offboarding, resolving Tier 1 support tickets, configuring roles and security settings, and providing user training. Proficient in building custom reports and dashboards, managing system configuration, and improving platform usability. Strong communicator with a collaborative mindset, committed to maximizing Salesforce effectiveness. Solid foundation in computer science principles and advanced knowledge in Information Technology. Developed key skills in a fast-paced, collaborative environment, including CRM management, data analysis, and user training. Looking to transition into a new field, leveraging strong problem-solving abilities and commitment to improving operational efficiency. Excels in roles requiring adaptability and innovative solutions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Salesforce Administrator
Innovation Technology Ecom
09.2022 - 11.2023
- Owned the Tier 1 Salesforce Helpdesk queue, resolving daily user issues and triaging tickets to relevant teams.
- Managed comprehensive user lifecycle activities, including onboarding, setup, permission assignments, and offboarding, adhering to compliance standards and maintaining strict access control.
- Administered user role, profile, and permission set configurations, aligning access with job responsibilities and security protocols.
- Designed, customized, and maintained insightful reports and dashboards tailored to departmental KPIs, enabling data-driven decision-making.
- Supported development and QA efforts by configuring and rigorously testing custom objects, validation rules, and workflows, contributing to system stability and functionality.
- Developed and delivered engaging live and recorded user training sessions; maintained comprehensive user guides and support documentation to facilitate user adoption.
- Conducted thorough data cleansing and record audits to improve data integrity across CRM integrations, enhancing data accuracy and reliability.
- Collaborated closely with business stakeholders to identify platform enhancement opportunities and implemented effective solutions, driving business value.
- Resolved technical issues promptly and effectively, providing exceptional support to Salesforce users across the organization.
- Enhanced Salesforce system efficiency by optimizing workflows, automating processes, and streamlining data management.
- Proved successful working within tight deadlines and a fast-paced environment.
Salesforce Support Analyst
Globaltek Prosolutions
11.2018 - 11.2019
- Delivered Level 1/2 technical support for Salesforce Lightning users, including login, access, and reporting issues.
- Assisted with onboarding and offboarding of users, including role and profile setup, permission set assignments, and access validations.
- Managed user account configurations and updated sharing settings to align with internal security policies.
- Customized standard and custom objects by creating fields, page layouts, and validation rules to support business requirements.
- Developed and distributed custom reports and dashboards to provide visibility into case resolution metrics and user activity.
- Documented system configurations and supported QA testing of minor enhancements before deployment to production.
- Participated in training end users by creating guides and offering 1:1 walkthroughs to increase adoption of new features.
- Conducted user audits to deactivate inactive accounts and clean up redundant profiles and fields for better system performance.
- Logged bugs and participated in UAT testing cycles to validate functionality and provide feedback to developers.
- Stayed updated with Salesforce releases and proposed minor improvements to optimize user workflows and reduce support load.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
Education
M.S. - Information Technology and Management
Concordia University
Saint Paul, MN05.2025
M.S. - Project Management/Construction Management
Kingston University
United Kingdom05.2022
B.Tech - Civil Engineering
Malla Reddy Institute of Technology And Science (JNTUH)
Hyderabad05.2019
Skills
- Salesforce Administration
- User Management, Roles/Profiles, Permission Sets
- Security Controls, Validation Rules
- Page Layouts, Custom Fields, Tabs
- Salesforce Lightning, SOQL
- Data Loader, Flow Builder
- Reports & Dashboards, Power BI, Tier 1 Support
- High-volume Ticket Resolution, UAT & Testing
- Training & Documentation, QA Support and Testing
- Microsoft Office Suite, CMS Platforms
- Agile/Scrum, QA Support
Certification
- Salesforce Certified Administrator (ADM-201)
- Salesforce Super badges: Process Automation Specialist, Security Specialist
Timeline
Salesforce Administrator
Innovation Technology Ecom
09.2022 - 11.2023
Salesforce Support Analyst
Globaltek Prosolutions
11.2018 - 11.2019
M.S. - Information Technology and Management
Concordia University
M.S. - Project Management/Construction Management
Kingston University
B.Tech - Civil Engineering
Malla Reddy Institute of Technology And Science (JNTUH)
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