SARAVANA KUMAR
Lead, Salesforce Managed Service
RAWANG
Summary
To obtain experience in related field service and employment for the year 2024. Willing to travel and face challenges in any rewarding job that involves current skill and education level.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Salesforce Managed Services Lead
Aventra Group
03.2024 - Current
- Lead support team in managing, troubleshooting, and resolving issues within Salesforce and PDF platforms
- Develop and implement best practices for system maintenance, configuration, and development to ensure smooth and efficient operations
- Work closely with cross-functional teams to identify, analyze, and resolve complex problems, enhancing system functionality and user experience
- Oversee creation and maintenance of documentation for system processes, configurations, and user guides
- Manage user access and security settings, ensuring compliance with data protection regulations
- Work with stakeholders to triage and prioritize support tickets
- Keep abreast of new Salesforce features and functionalities, integrating them into existing system to improve business processes
- Provide training and support to users, enhancing their understanding and utilization of systems
- Lead, mentor, and coach junior team members, promoting culture of continuous learning and improvement
- Managed over 200 incident and request per month
- Implemented new processes to improve response times and increase overall client satisfaction
- Led training sessions for new hires, ensuring new hires are equipped with necessary skills to excel in their roles
- Developed comprehensive knowledge of company products and services, enabling effective support for clients experiencing difficulties or seeking guidance
- Established strong rapport with both internal and external stakeholders, fostering collaborative environment that promoted shared success
Operation Team Lead (SFDC)
TTMS Software Malaysia
01.2019 - 03.2024
- To chair daily stand-up
- To make sure everyone in team is following ITIL when handling incident, problem, maintenance CR
- To make sure team meet KPI target for incident response and incident closed
- To prepare weekly, monthly and quarterly KPI report and presentation
- To lead and take charge of P1 or P2 incident until resolution
- To be main escalation point for any major incident
- To ensure team is creating KB article for incidents and problem.
Application Support - Salesforce Administrator & Veeva Vault Administrator
TTMS Software Malaysia
01.2019 - 01.2020
- Work closely with Business Analyst in translating user requirement and deliver features to improve functionality and process efficiencies in cross departments
- Also involved in implementation & testing
- Deliver according to limitation and configuration of environment to provide continues benefit of applications
- Experience is user account setups, configurations, permissions level, workflows, profiles, roles validation, and custom objects using Salesforce in global team set up
- Experience in both Salesforce Classis & Lightning page layout, objects & configurations
- Create reports (subscriptions) & Dashboards
- Technical involvement with other integrated system, On the Road (OTR), Docs2Go, InDetail, Veeva Vault
- Works closely with Product Manager’s, and resolvers to ensure that issue are resolved accordingly, and request are delivered according to user requirement.
Major Incident Manager (MIM)
DXC Technology
11.2017 - 12.2018
- Managing major incidents
- On Priority 1, ensure that Post Incident review (PIR) is provided on time and with good quality
- Required notifications and alerts sent
- Helping in problem review meetings if it’s necessary
- Ensuring post-review of priority 1 incidents
- Coordinating incident review meetings
- Following defined escalation path when needed, as defined in escalation policy
- Notifying participants in Incident Management process when standards and procedures are not being followed
- Responding to Incident Analysts regarding escalation issues in timely and appropriate fashion
- Rerouting misdirected incidents that has not been handled in timely manner or process was not followed correctly
- Identifying incidents which need special attention or escalation.
Senior Service Desk Analyst
CSC Malaysia (Petaling Jaya)
11.2013 - 10.2017
- Provide first level troubleshooting to solve user's issues
- Solved users problems to provide best services, also assign ticketing as 2nd level assistance
- Assign SRs, as appropriate, to appropriate resolver group and continue to oversee SR work queue to ensure that SRs are being resolved in timely manner to meet service level objectives
- Maintain currency of lists of supported applications and technology and their resolver groups, and escalation and notification managers
- Perform activities, projects and tasks as requested by management
- Experienced working in positive work environment.
Executive Technical Support
SCICOM (MSC) Bhd (Kuala Lumpur)
08.2010 - 09.2012
- Provide first level troubleshooting to solve user's issues
- Solved users problems to provide best services, also assign ticketing as 2nd level assistance
- Assist and educate users who are facing technical issue
- Experienced working in positive work environment.
Customer service representative
SRG Asia Pacific Sdn Bhd (Kuala Lumpur)
04.2009 - 06.2010
- Developed marketing strategies to improvise sales
- Trained customers to become productive merchant for company
- Solved merchants' problems to provide best services
- Assisted merchants to build strong network between end users
- Met various people from different professions to maximize sales.
Education
Diploma in Business Administration -
GPA: 3.02
Sijil Pelajaran Malaysia (SPM) -
Skills
Effective problem solving
Certification
ITIL 4 Foundation Certificate in IT Service Management, GR671101388SS
Additional Information
- Highly Motivated
- Strong desire to excel in my career path
- Dynamic team player
- Possess good writing and presentation skills
- Excellent skills in communication and collaboration
- Time management skills
- Able to work under pressure
- Fast learner and a creative problem solver
Job Preferences
1 month notice period
Qualifications And Skills
English, 10, 10, Tamil, 10, 0, Bahasa Malaysia, 10, 10, ITIL 2011 Edition OSA: Introduction to Operational Support and Analysis, ITIL 2011 Edition OSA: Introduction to Functions, ITIL 2011 Edition Foundation: Continual Service Improvement, ITIL 2011 Edition Foundation: Service Operation Processes, ITIL 2011 Edition Foundation: Introduction to Service Operation, Service Desk Analyst Role, Service Desk SME - Trainer Role, Technical Resolver Role, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Ability to work with several operating systems, including Windows, Mac OSX, Experience in handling several Application & Software, Salesforce (SFDC) – Administration, Veeva Vault – Administration, SAP GUI 720: Account setup, configuration, Outsystem, Active Directory: Modify & update role, account extension/setup, Web Application (Citrix, Oracle, etc.): Browser configuration, Hardware: Provide assistance through online. Physical connection & hardware configuration, Email system: Microsoft Outlook & Lotus Notes, Ticketing system: Service NOW, HPSM, Remedy ICON, SDP, Notification Tool: Nuance Incident Communications, My Teams
Activities And Awards
- Completed my training for National Service (PLKN)
- Organize and Participate in Cultural Show in National Level
Personal Particulars
35 years, 11/29/89, 891129-14-6441, Malaysian, Male, Married
Disclaimer
I declare that the above facts given by me are true to the best of my knowledge and belief.
Timeline
Salesforce Managed Services Lead - Aventra Group
03.2024 - Current
Operation Team Lead (SFDC) - TTMS Software Malaysia
01.2019 - 03.2024
Application Support - Salesforce Administrator & Veeva Vault Administrator - TTMS Software Malaysia
01.2019 - 01.2020
Major Incident Manager (MIM) - DXC Technology
11.2017 - 12.2018
Senior Service Desk Analyst - CSC Malaysia (Petaling Jaya)
11.2013 - 10.2017
Executive Technical Support - SCICOM (MSC) Bhd (Kuala Lumpur)
08.2010 - 09.2012
Customer service representative - SRG Asia Pacific Sdn Bhd (Kuala Lumpur)
04.2009 - 06.2010
SEGI COLLEGE KL - Diploma in Business Administration,
SMK BUKIT BANDARAYA - Sijil Pelajaran Malaysia (SPM),
ITIL 4 Foundation Certificate in IT Service Management, GR671101388SS
SALESFORCE CERTIFIED ADMINISTRATOR, 20902101
ITIL CDS (Training completed)
SAP MM - C_TSCM52_66 Application Associate - Procurement with SAP ERP 6.0 EHP6 (2015), s0014498600
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