Shruthi Bidadi Rajashekar
Mississauga,ON
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Salesforce Business Analyst
IKO Industries
04.2019 - Current
- Delivered reliable solutions, conducting thorough testing and validating system functionality before deployment.
- Strengthened security measures by implementing role-based access controls and robust authentication protocols.
- Streamlined data management for better decision-making by optimizing the use of Salesforce reporting tools.
- Optimized lead generation efforts, integrating marketing automation tools within the Salesforce platform.
- Improved user adoption rates with targeted training sessions and customized user documentation.
- Troubleshot issues effectively, providing prompt resolution to maintain smooth operations in a fast-paced environment.
- Created comprehensive user guides and provided support, helping users navigate the complexities of the Salesforce platform efficiently.
- Managed end-to-end project delivery, from requirements gathering to post-deployment support.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Collaborated with stakeholders to identify business needs and data sources.
- Created dashboards to monitor and track key performance indicators.
- Provided technical support for troubleshooting analytics and reporting issues.
- Led team in integration of third-party applications with Salesforce, broadening toolset available for marketing and sales efforts.
- Maintained strong communication with stakeholders throughout the project lifecycle, ensuring expectations were managed effectively regarding timelines and deliverables.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
PROJECT COORDINATOR INTERN,
INFORICA
01.2019 - 04.2019
- Contributed to the development of detailed project plans, including timelines, resource allocation, and objectives.
- Used the Agile methodology to develop and execute a Project Plan for a Cloud-based Utility Billing
System. - Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Reported regularly to managers on project budget, progress, and technical problems.
- Assisted in managing stakeholder expectations by clearly defining project scope, requirements, risks, assumptions, constraints, dependencies.
- Participated in regular review meetings to assess progress and identify areas for improvement or adjustment.
Customer Support Associate
Imarketing Advertising
03.2018 - 08.2018
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Contributed to increased sales by upselling products and services when appropriate during support interactions.
- Supported continuous improvement initiatives within the department by actively participating in feedback sessions, process reviews, and team meetings focused on enhancing performance standards.
- Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
- Organized and maintained customer records with high accuracy, ensuring data privacy and compliance.
Senior IT Analyst
Microland Pvt.Ltd
02.2014 - 07.2017
- Communicated with stakeholders to understand their requirements for the new product support which helped me to gain knowledge around Requirements management and Stakeholder management.
- Was accountable for researching, diagnosing and troubleshooting customer issues reported and help resolve these issues through resolution.
- Followed standard procedures for proper escalation of unresolved issues to the appropriate internal teams which helped me to get familiar with the Standard ITIL process.
- Provided Root Cause Analysis by documenting the RCA process once the issue is resolved which helped me understand the RCA process and collate with the weekly incident report.
- Properly escalated unresolved issues to appropriate Engineering teams following the Standard Operations Incident Management Process.
- Worked with the Change management team to log Change requests following the Standard Change Management (CAB) Process before the technical change is deployed into the production environment.
- Hosted weekly incident review meeting with the Engineering and Operations team and captured the action items and documented the meeting minutes at the end of the meeting.
- Played a key role in disaster recovery planning efforts ensuring business continuity during unforeseen events.
- Increased user satisfaction by providing timely, effective technical support and training resources.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
Education
Post Graduation Diploma - Project Management
Sheridan College
Mississauga, ON04-2019
Bachelor of Engineering Technology - Information Science
Visvesvaraya Technological University
Bangalore, India04-2013
Skills
- Salesforce configuration
- Lightning experience
- Report building
- API integration
- Agile methodology
- CRM management
- Business process mapping
- Dashboard creation
- Time management abilities
- Problem-solving aptitude
- SQL and databases
- Technical support
Languages
English
Full Professional
Certification
- Salesforce Admin 201.
- · ITIL® Foundation Certificate in IT Service Management.
Timeline
Salesforce Business Analyst
IKO Industries
04.2019 - Current
PROJECT COORDINATOR INTERN,
INFORICA
01.2019 - 04.2019
Customer Support Associate
Imarketing Advertising
03.2018 - 08.2018
Senior IT Analyst
Microland Pvt.Ltd
02.2014 - 07.2017
- Salesforce Admin 201.
- · ITIL® Foundation Certificate in IT Service Management.
Post Graduation Diploma - Project Management
Sheridan College
Bachelor of Engineering Technology - Information Science
Visvesvaraya Technological University
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