Nassir Ahmed

Holding 3.2 years of experience in the Salesforce.com CRM.

 Worked on various salesforce.com on sales and service cloud that includes custom and standard objects like Accounts, Contacts, opportunities, Products, Price books, Cases, Leads, Campaigns, Reports and Dashboards.

 Implemented security and sharing rules at object, field, and record level for different users at different levels of organization, also created various profiles and configured the permissions based on the organizational hierarchy.

 Designed and Implemented business application and UI as per the client requirement.

 Used Data Loader for insert, update, and bulk import or export of data from Salesforce custom and standard objects.

 Provided training support on train the trainer concept.

 Managed ongoing support request and administrative needs of users.

 Excellent communication and inter-personal skills, accustomed to working in both large and small team environments.

Working as a Production Support analyst in Moody’s Analytics, responsible for supporting CRM

Application users by handling queries raised by them.

The responsibilities include providing seamless application support to the internal Moody’s employees, by ensuring a good understanding of the applications supported, providing regular and detailed communication, and if required timely escalating to L2/L3 teams and vendors.

Independently investigating an issue / query and if required liaising with team members internally or with Business Analysts to resolve user queries.

Escalates issues if required and facilitate discussions between impacted teams and investigating teams (L2/L3 Support, vendors, other tech teams, etc.) to ensure a path to resolution.

Provide support for end users by having in-depth knowledge of application and the integrations to downstream systems.

 Responsible for triaging and escalating any production issue affecting outages per procedures.

 Provide clear and regular updates to users through the support life-cycle.

 Facilitate discussion with stakeholders, L2/L3 Support, or vendors, if needed

 Communicate with users and all those that contact support team in a courteous, professional, and timely manner.

 Create Knowledge articles where required for team reference.

 Participates in M&E, Project transition and UAT’s to enhance individual knowledge and build on the knowledge required to support the application.

 Properly document all requests and issues within tickets utilizing support of multiple ticketing platforms such as Salesforce, Service Now, Jira, Service Desk, IDAM etc.

 Assist with user access management which includes user provisioning and handling permission related issues.

Bachelor of Technology in Mechanical & Automation Engineering from Amity University, Noida in 2019