Shiwali Jain

• Led requirements gathering for client-facing projects by conducting meetings, and document analysis, capturing business needs as user stories, functional specifications, and wireframes.
• Collaborated effectively with stakeholders and technical teams to ensure clear understanding of requirements and smooth project delivery.
• Contributed to QA and development projects, starting with manual testing and advancing to defect analysis, resolution, and Salesforce configuration and development tasks.
• Created comprehensive test plans and test scripts to validate functionality and support quality assurance efforts.
• Partnered with QA and development teams to investigate defects, verify fixes, and ensure timely resolution of issues.
• Performed deployments across environments, coordinating release activities to ensure successful implementation of changes.

• Proactively Monitoring Customers Orgs and alert them for various performances, limit and error related behavior.
• Monitor Customers’ Orgs using various internal tools.
• Alert the customer through case comments about anomalous behavior observed in the Orgs
• Indulge in meetings with the customer and their stakeholders to explain and help them improve their Org’s performances.
• Create reports and dashboards to demonstrate the progress and contribution of the team.
• Troubleshoot customers concerns by suggesting ways to optimize SOQL queries, providing ways to resolve rowlocks, optimizing apex code for better performances, etc.
• Writing Splunk queries to get the details of the related alert pertaining to the customer Orgs
• Deep dive analysis of cases to understand the trends of the alerts for a customer and providing summarized details.
• Providing quick resolution to the customer in case of any ad-hoc requirement to optimize the process.
• Mentoring other Technical Engineers in learning the process.

Telefonica O2 SFDC:

Telefonica O2, UK based client has a website where Customer can buy Mobile, accessories and broadband connections.

• Worked on a support project to resolve customer incidents/issues via Remedy tool.
• Created reports and dashboards for the client based on the daily and monthly sales.

Data Migration Module:

In this project there was integration of one environment fully into another environment and we completely merged the data of two production environment into one.

• Extensively worked on Data Migration tool like Data Loader.
• Migrated most of the standard object like Contacts,Account,Opportunity,Lead,Campaign etc and some custom objects.
• Worked on Salesforce to Salesforce connection.

L3 defect track:

In this project we have to resolve production defects including both customization and configuration which we used to get in terms of change request.

• Handled enhancements as per the change request.
• Reproducing the issue in the lower refreshed sandboxes.
• Solution design for the defects or workaround to resolve the issue.
• Developed unit test methods for all the apex triggers & classes.