Anup Nair

[email protected] • 7875139976 • Nagpur, India
LinkedIn: linkedin.com/in/anup-nair-345b72104

PROFESSIONAL SUMMARY

Certified Salesforce Administrator with over 6 years of expertise in optimizing Salesforce CRM systems to drive business efficiency and user satisfaction. Proven track record in configuring complex Salesforce environments, managing DevOps pipelines, and resolving integration challenges with platforms such as Siebel and MDM, resulting in a reduction of the issue in system downtime. Skilled in leading data migration projects and enhancing system performance, supporting over 500 users with seamless technical support and process improvements that boosted operational productivity by 20%. Committed to leveraging deep technical knowledge and proactive problem-solving to empower organizations in maximizing their Salesforce investments.

WORK EXPERIENCE

Technical Support Lead
08/2021 - Present
Persistent System Ltd , Nagpur
• Configure, administer, and customize Salesforce CRM systems to meet business requirements, including system integration tasks, automation workflows, and data management.
• Act as the primary point of contact for Salesforce functional and technical support, diagnosing and resolving user issues, system errors, and sync failures with integrated platforms such as Siebel CRM (Contacts, Leads, Accounts, Quotes).
• Lead bulk data migration activities using Salesforce Data Loader, ensuring data consistency and completeness while performing regular Org refreshes to maintain data integrity.
• Proactively monitor Salesforce instance limits, API usage, and system performance using tools like ThousandEyes and Splunk, identifying and resolving potential issues to prevent performance degradation and ensure platform availability.
• Support weekly and monthly deployments, collaborating with cross-functional teams to ensure seamless rollout of Salesforce updates, enhancements, and system changes across production environments.
• Investigated and diagnosed process bottlenecks in Salesforce Order Management workflows, such as failed order creation, stuck fulfilment statuses, or incorrect automation triggers.
• Identified and resolved errors related to Product, Pricebook, or Inventory management within Salesforce.
• Debugged and fixed issues in Apex triggers, classes, flows, and workflows related to order creation, validation, and fulfilment.
• Utilized Salesforce Debug Logs, Error Tracking, and Developer Console to troubleshoot API failures and data flow issues between integrated systems.
• Diagnosed and resolved challenges in Salesforce integration with third-party systems (ERP, payment gateways, shipping platforms) to ensure seamless communication of order data.
• Addressed data synchronization issues and tracked failures in REST/SOAPAPI calls between Salesforce OMS and external platforms.
• Worked closely with end-users to gather issue details, recreate problems, and provide timely resolutions.
• Collaborated with Sales, Operations, and IT teams to address process alignment issues and improve cross-functional workflows.
Senior Analyst
11/2018 - 08/2021
HCL Technologies , Nagpur
• Executed Salesforce administrative tasks including user setup, profile configuration, role hierarchy management, field creation, custom objects, page layouts, workflows, reports, and dashboards to support business operations effectively.
• Customized page layouts, record types, for both standard and custom objects, tailoring Salesforce solutions to meet diverse business requirements and improve user experience.
• Designed and implemented workflow rules and process automation to streamline tasks such as email alerts, field updates, time-dependent actions, and outbound API callouts, improving operational efficiency and minimizing manual intervention.
• Diagnosed and resolved Salesforce system issues, leveraging debugging tools and proactive root-cause analysis to reduce downtime, enhance system reliability, and ensure business continuity.
• Provided global support to Salesforce users across departments by addressing administrative and technical queries, conducting training sessions, and standardizing support documentation, ensuring efficient use of Salesforce functionality.
Software Engineer
12/2016 - 11/2018
Persistent System Ltd , Nagpur
• Customized, and developed cloud-based Salesforce applications to optimize Owens Corning’s Special Authorization Request (SAR) approval process, significantly enhancing operational efficiency and streamlining workflows for Area Sales Managers and Pricing Analysts.
• Managed end-to-end deployments to sandbox and production environments, performing rigorous testing and validation to ensure application stability and seamless transitions into live environments.
• Conducted detailed data analysis and system integration efforts to support key business initiatives, ensuring improved system performance and alignment with organizational goals.
• Collaborated with cross-functional global teams to deliver complex Salesforce application development projects, effectively coordinating timelines, resources, and system requirements while ensuring high-quality deliverables.
• Provided comprehensive user support and training to end-users, addressing technical queries, simplifying adoption of new processes, and enhancing overall user experience with Salesforce applications.
Associate Software Engineer
04/2014 - 11/2016
Persistent System Ltd , Nagpur
• Provided 24/7 technical support for Ben & Jerry’s Linux-hosted POS systems, promptly troubleshooting and resolving complex application and system-level issues to ensure business continuity and minimize downtime.
• Managed and deployed regular application updates, patches, and security enhancements for POS systems, maintaining optimal system functionality, compliance with security standards, and resilience against vulnerabilities.
• Applied critical security patches and updates to Linux OS and applications, proactively ensuring robust system performance, data integrity, and protection against emerging threats.
• Diagnosed and addressed performance bottlenecks within POS systems, leveraging root cause analysis to implement effective solutions and enhance system reliability.
• Collaborated with cross-functional teams to align POS system modifications and updates with broader IT and operational objectives, ensuring seamless integration and functionality across environments.
Trainee
10/2013 - 03/2014
Persistent System Ltd , Nagpur
• Provided technical support for Lithium Technology’s community platform, proactively resolving outages and delivering customized solutions tailored to client-specific requirements, ensuring uninterrupted operations and enhanced user satisfaction.
• Collaborated closely with clients and Level 2 (L2) engineers to ensure the timely resolution of complex technical issues, fostering clear communication between teams and maintaining high service standards.
• Troubleshot and optimized platform performance, conducting root cause analysis to address recurring technical issues and enhancing the scalability and stability of community platforms.
• Gathered business requirements from end-users, translating them into actionable technical solutions by customizing workflows, validations, and system enhancements to meet unique use cases.

EDUCATION

Bachelor of Commerce
01/2008 - 01/2012
Nagpur University

SKILLS

Technical Skills: Salesforce Administration, Salesforce Customization, Apex, SOQL Query Optimization, API Integration, Data Migration, Workflow Automation, Process Optimization, System Integration, Technical Support, Troubleshooting, Salesforce Order Management, Salesforce Sales Cloud
Soft Skills: User Management, Access Control, Problem Solving, Team Collaboration, Communication
Tools: Data Loader, Workbench, Splunk, ThousandEyes, Wavefront, ServiceNow, Zendesk, Jira, AppStream, Siebel, MDM, Informatica On Cloud
Other: Salesforce CRM, Siebel CRM, Monitoring Tools, API Management

CERTIFICATIONS

Salesforce Certified Platform Administrator
11/2019
Salesforce
Salesforce Certified Platform Foundations
05/2023
Salesforce
Salesforce Certified AI Associate
11/2024
Salesforce
Salesforce Certified Agentforce Specialist
06/2025
Salesforce

ACHIEVEMENTS

• Received three awards in Salesforce Quest competition for exceptional contributions from Salesforce.
• Rewarded with Agentforce T-shirt by Salesforce for completing Agentforce tasks (2024) from Salesforce.
• Received Bravo - Team Awards from Persistent System Ltd