Siva Prasad Juturi
Indianapolis,IN
Summary
Results oriented Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Principal Technical Support Engineer
Salesforce
10.2019 - Current
- Started career as Senior Technical Support Engineer for AMER EST team in 2019
- Specialist in resolving Salesforce Filed Service(SFS) Issues.
- Overall 5+ years of experience in salesforce and worked on high severity SFS cases for various signature customer with in salesforce support.
- Specialist in handling SFS Mobile and SF app issues using XCode for iOS devices and Android studio for debugging
- Worked on various SFS issues related to Optimization, Resource Scheduling , Configuring Service Territory Members, Operating hours, Shift management.
- Expertise in handling Dispatcher Console /Gantt configurations.
- Enabling Enhanced Scheduling Optimization and has working knowledge on many ES&O related issues.
- Configuring SFS Settings for admins.
- Configuring Scheduling policies, work rules and objectives for optimization issues.
- Interacting and listening to customers with an empathetic mindset in order to resolve their issues
- Engages with TMP/CCE to influence product roadmap for improvements/new features through TCD (Top Case Drivers).
- Providing advanced level technical troubleshooting and successfully resolves high complexity/severity cases.
- Mentoring and coaching team members- new joiners and also existing team members.
- Providing technical coaching, documentation and sharing best practices with team.
- Leading technical deep-dives/Release related training Session to improve overall team skills and knowledge.
- Identifying, developing, and delivering training to close skill gaps in partnership with CSG/Support enablement
- Working with Doc-Excellence teams for publishing public facing documentation in Salesforce Field Service application.
- Working on Customer support cases, mostly on Sev0, Sev1 & Sev2 cases.
- Assisting customers immediately on call to resolve critical issues.
- Monitoring customer deployments activities, Bulk Load activities & Performance Testing activities.
- Checking internal logs in different log management tools like Splunk, Kibana & Sumo Logic.
- Collaborating with R&D team to fix/address customer issues in case of it is product related issue or a bug.
- Documenting/Reviewing knowledge articles and product known issues.
Senior Salesforce Developer
Accenture
05.2014 - 10.2019
- Performed roles of Onshore Lead at Client facing Salesforce SME while gathering requirements/providing/implementing technical solutions.
- Worked with Business team to provide LOE (Level Of Effort) for Enhancements/Change Requests related to projects and managed team to implement solutions in Agile model.
- Managed the projects including integrations and provided the solutions for custom integrations between Salesforce and Quote Management (Callidus CPQ), Order Management through DevArt/SOAP Services ,Salesforce & Financial Systems integrations
- Led & Implemented SAOP/Rest Services for various integrations with other systems within the organization and Salesforce
- Led reviewing projects involving in 3rd party service providers
- Ensuring test coverage which is needed for deployment into production and responsible for smooth deployments.
- Implemented/Led Salesforce and SQL Server integrations and lead all version migration activities.
- Web-to-Lead Out of box and Custom Lead creation in Salesforce.
- Led and implemented Account Merge integrations in Salesforce for downstream systems.
- Led team to implement Chatter Feeds and Feed Item integrations.
- Implemented Sites.Com/ Communities solutions.
- Provided solutions and lead implementation with multiple flows in Single Organization (Lead to Cash and Financial Force implementation).
- Implemented SSO for Salesforce.
- Worked on POC for Lightning.
- Involved and led Salesforce team in transitioning Salesforce from Cincinnati Bell to Accenture.
Implemented and customized Salesforce solutions for multiple departments, resulting in improved efficiency and streamlined processes. - Managed and maintained Salesforce databases, ensuring data integrity and accuracy through regular data cleansing and validation.
- Collaborated with cross-functional teams to gather requirements and design solutions that address business needs, resulting in increased user adoption and satisfaction.
- Provided comprehensive training and support to end users, enabling them to effectively utilize Salesforce capabilities and maximize productivity.
- Independently collaborated with user community members to accurately define and meticulously document development requirements.
- Proficiently managed Salesforce.com data feeds and seamlessly integrated various applications.
- Diligently provided day-to-day and on-demand support to system users and internal customers, displaying exceptional problem-solving abilities. Held position of primary system administrator for Salesforce.com environment, overseeing 2000+ users.
- Efficiently executed all fundamental administrative functions, including user account maintenance, generating reports and dashboards, establishing workflows, and completing routine tasks.
Software Developer
Datatreis (Datatre Info Systems LLC)
12.2011 - 05.2014
- Worked as Java Liferay developer
Skills
- Apex Classes, Apex Triggers, VisualForce Pages, Service Cloud, Lightning Aura, Lightning Web Components
- Salesforce Field Service
- Experience Cloud, Communities,Sites, Configuration,Domain setup
- Apex Web Services,Apex REST Services, Tooling API,SOAP API
Salesforce Administration and Development:
- Workflows & Approvals, Dashboards, Reports, Analytic Snapshots,
- APEX Data Loader,ANT Tool, Process builder, lightning tools
Tools/IDE : Splunk, VSCode, DbAmp, IBM CastIron, Dataloader, Salesforce Workbench,DevArt Connector,ANT Migration Tool,Postman
Mobile Simulators: XCode and Android Studio setup
Certification
- Salesforce Certified Administrator
- Salesforce Certified Advanced Administrator
- Salesforce App Builder
- Salesforce Service Cloud Consultant
- Salesforce Platform Developer 1
- Salesforce Field Service Lightning Consultant
- Salesforce Sales Cloud Consultant
- Salesforce AI Associate
- Salesforce AI Specialist
Education
- Master of Technology in Computer Science from Acharya Nagarjuna University, India.
- Master of Science ( Electronics) from Acharya Nagarjuna University, India.
Timeline
Principal Technical Support Engineer
Salesforce
10.2019 - Current
Senior Salesforce Developer
Accenture
05.2014 - 10.2019
Software Developer
Datatreis (Datatre Info Systems LLC)
12.2011 - 05.2014
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