Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Ancy Patricia Muthusamy

Coimbatore

Summary

Salesforce Administrator with 9 years of overall IT experience, including 4 years of dedicated Salesforce Administration and 5 years in Application Support/Support Lead roles. Proficient in user management, Lightning Record Page customization, automation using Flows and Workflow Rules, Reports & Dashboards, and data quality management. Skilled in user onboarding, training, and stakeholder engagement, acting as a trusted POC for business teams to drive adoption and process efficiency.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Salesforce Administrator

Cognizant Technologies Solutions
11.2021 - Current
  • Managed user administration and security including onboarding, role hierarchy, profiles, permission sets, and OWD to ensure controlled data access.
  • Conducted user onboarding, training, and adoption workshops, acting as the POC for stakeholders on all functional Salesforce queries.
  • Configured and customized Lightning Record Pages, page layouts, record types, validation rules, and formula fields to meet evolving business needs.
  • Built Reports & Dashboards and automated business processes using Flows, Approval Processes, and Workflow Rules to improve efficiency.
  • Ensured data quality management including duplicate prevention, cleanup, and bulk data operations using Data Loader and native Salesforce tools.
  • Partnered with integration teams to validate correct data flow to downstream systems, ensuring accuracy and consistency across platforms.

Application Support Lead

Cognizant Technologies Solutions
07.2016 - 10.2021
  • Provided functional support for multiple revenue-related business applications, ensuring SLA compliance for Incidents, Service Requests, and Problem Management through ServiceNow.
  • Led a team of functional support analysts, overseeing workload distribution, mentoring, and enforcing ITIL best practices in support operations.
  • Acted as the primary liaison between business users, product owners, and technical teams, ensuring timely resolution of issues and smooth business operations.
  • Supported Change and Release Management by coordinating UAT, validating deployments, and monitoring applications using enterprise monitoring tools to ensure functional stability.
  • Enhanced support efficiency by creating functional SOPs, knowledge base articles, and reusable documentation, reducing repetitive queries and improving user experience.
  • Prepared and presented functional support metrics, SLA dashboards, and trend analysis reports to stakeholders and leadership in an Agile/Scrum environment.

Education

Bachelor of Science - Information Systems Management

PSGR Krishnammal College For Women
TN,India
05-2016

Skills

  • Salesforce customization & configuration
  • User Management
  • Lightning Record Pages
  • Reports & Dashboards
  • Flows & Automation
  • Data Loader & Data Quality
  • Validation Rules & Formula Fields
  • Stakeholder Management
  • User Training & Adoption
  • Agile/Scrum
  • ITIL Processes
  • Team Leadership, Mentoring & Workload Management

Certification

  • Salesforce Certified Platform App Builder
  • Salesforce Certified Platform Administrator

Accomplishments

  • Collaborated with M&A companies and successfully executed 6+ Salesforce migrations, including deployment and post-migration functional support.
  • Consistently recognized as a top performer, receiving Best Employee and Expertise awards for outstanding contributions.
  • Conducted Salesforce functional training for 20+ employees, enhancing user adoption and system proficiency.

Timeline

Salesforce Administrator

Cognizant Technologies Solutions
11.2021 - Current

Application Support Lead

Cognizant Technologies Solutions
07.2016 - 10.2021

Bachelor of Science - Information Systems Management

PSGR Krishnammal College For Women

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Ancy Patricia Muthusamy