Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Sushil Kumar Pagadala

Sushil Kumar Pagadala

Amsterdam

Summary

Results-driven professional with over a decade of experience in driving business growth and optimizing operations through innovative technology solutions. Demonstrated success in identifying improvement opportunities, designing effective strategies, and delivering measurable results across various industries. Skilled at collaborating with cross-functional teams, managing complex projects, and thriving in fast-paced, dynamic environments. Passionate about leveraging technical expertise and problem-solving skills to help organizations achieve their goals and enhance operational efficiency using advanced technologies and platforms. Prioritizes exceptional customer success, fosters strong client relationships, and provides valuable feedback for product development.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Salesforce Engineer

Markplaats B.V
03.2023 - Current
  • Administer and manage user accounts, roles, and permissions across Salesforce and billing systems to ensure secure and appropriate access to tools and data.
  • Oversee ongoing system maintenance, including performance monitoring, release management, and updates for Salesforce and integrated platforms.
  • Ensure data integrity through effective use of validation rules, duplicate management, and accurate handling of data imports/exports across sales and billing workflows.
  • Implement and manage security controls to safeguard sensitive data while ensuring compliance with internal audit policies and regulatory standards.
  • Design and deliver custom reports and dashboards to support sales, billing, and operations teams in making data-driven business decisions.
  • Lead the implementation and rollout of new features, coordinating testing, deployment, and post-release support to minimize disruption and ensure adoption.
  • Configure and optimize Order-to-Cash (O2C) workflows by aligning Salesforce and billing platform capabilities with business process requirements.
  • Collaborate with cross-functional stakeholders to troubleshoot operational issues, streamline workflows, and enhance day-to-day business operations.
  • Support continuous improvement initiatives by identifying process gaps and delivering technology-driven solutions that improve user experience and productivity.
  • Act as a key escalation point for issues impacting sales and billing operations, ensuring high-priority problems are addressed swiftly and effectively.
  • Coordinate with technical teams and business stakeholders to manage escalated incidents, minimize operational disruptions, and provide timely communication.
  • Proactively monitor and resolve critical system issues, taking ownership of escalated cases and driving them to resolution to maintain business continuity.

Senior Technical Swarm Lead

Salesforce.com India Pvt Ltd
07.2021 - 02.2023
  • Resolved complex Salesforce issues and provided high-quality technical support to ensure customer success and satisfaction.
  • Led swarming activities with cross-functional teams to resolve escalated technical issues quickly and effectively, minimizing downtime for customers.
  • Managed customer relationships, addressing both technical challenges and commercial negotiations (including renewals and upsells) to drive long-term partnerships.
  • Ensured customer satisfaction by closely collaborating with clients to identify their needs and delivering strategic, tailored solutions to meet business goals.
  • Conducted business reviews, identified security awareness gaps, and helped customers align their Salesforce deployment with strategic business objectives.
  • Collaborated with Signature Success teams to troubleshoot, debug, and resolve complex issues, ensuring a seamless customer experience and minimizing disruption.
  • Acted as the voice of the customer by providing feedback to the product development team, driving continuous product enhancements based on the customer.

Senior Technical Support Engineer- Tier III

Salesforce.com India Pvt Ltd
04.2014 - 07.2021
  • Champion customer success by providing timely support and guidance for issues encountered on the Salesforce platform.
  • Deliver high-quality customer service by responding to inquiries within agreed SLA timelines, ensuring responsiveness and reliability.
  • Drive swift case resolutions by prioritizing workloads and leveraging internal resources for effective troubleshooting.
  • Maintain a consistently high CSAT (Customer Satisfaction) score by delivering a seamless and empathetic support experience.
  • Partner closely with advanced support teams and R&D to investigate and resolve complex or high-impact technical challenges.
  • Mentor frontline support agents, offering direction and clarity on difficult or stalled cases to encourage progress and accountability.
  • Proactively track case backlog across all skill groups, assisting agents in accelerating resolution and improving overall workflow efficiency.
  • Develop, refine, and publish customer-facing Salesforce Knowledge Articles to reflect evolving platform features and ensure up-to-date self-service content.
  • Coordinate with internal teams and client stakeholders across APAC projects, ensuring business requirements are captured, aligned, and successfully delivered.
  • Manage escalations from Tier-2 teams by performing deep technical analysis, taking ownership, and driving them to timely closure with minimal business impact.
  • Identify recurring issues and submit detailed R&D investigation requests, contributing to the internal known-issue repository for broader visibility and resolution planning.
  • Facilitate regular Scrum calls with Tier-3 engineers, providing updates, discussing blockers, and supporting resolution of advanced technical cases.
  • Act as a liaison in high-urgency scenarios, ensuring customer concerns are escalated appropriately, tracked effectively, and resolved with transparency and care.

Network Support Engineer Tier-1

CSS CORP Pvt Ltd
11.2012 - 03.2014
  • Provided technical support to customers on network-related issues via phone and email, ensuring prompt resolutions and high customer satisfaction.
  • Managed and escalated critical network outages, collaborating with engineering teams to swiftly resolve issues and restore service.
  • Documented support cases using Siebel CRM, efficiently managing customer SLAs to ensure compliance with service commitments and contribute to customer success.
  • Specialized in troubleshooting and resolving issues with L2-L3 switches (Extreme Networks), enhancing network security and ensuring optimal system performance for clients.

Education

BSc - Computer Science

Osmania University
01.2005

MSc - Distributed Systems and Security

University of Hertfordshire
01.2009

Skills

  • Critical thinking
  • Project management
  • Project planning
  • Data analysis
  • Root-cause analysis
  • Time management
  • Team collaboration
  • Agile methodologies
  • Multitasking Abilities

Certification

Salesforce Admininstrator

Salesforce Platform app builder

Salesforce Sales Cloud

Salesforce Service Cloud

Languages

English
Advanced (C1)
Hindi
Upper intermediate (B2)

Timeline

Senior Salesforce Engineer

Markplaats B.V
03.2023 - Current

Senior Technical Swarm Lead

Salesforce.com India Pvt Ltd
07.2021 - 02.2023

Senior Technical Support Engineer- Tier III

Salesforce.com India Pvt Ltd
04.2014 - 07.2021

Network Support Engineer Tier-1

CSS CORP Pvt Ltd
11.2012 - 03.2014

MSc - Distributed Systems and Security

University of Hertfordshire

BSc - Computer Science

Osmania University

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Sushil Kumar Pagadala