Pragun Kalra.
I build systems that turn hours into seconds.
Technical Support Engineer → Technical Program Manager. MSIS @ University of Washington Foster.
Hours → Seconds
support response time after my automation
0
Salesforce certifications
0.0 yrs
at Salesforce
~0%
operational cost reduction (Audax Labs)
Featured project
Agentforce Email Automation.
Designed, built, and shipped solo.
The problem
Tier 1 support emails took hours to get a first response.
The build
An automation system using Agentforce and Einstein Bots.
The pitch
Drove adoption with a data-backed business case.
The result
Response time cut from hours to seconds.
Case studies.
Experience.
Jan 2024 – Jun 2026
Technical Support Engineer
Salesforce
Resolved complex issues across Agentforce, Data Cloud, Digital Engagement, and Service Cloud; partnered with account executives on multi-cloud solution strategy; built reusable frameworks and knowledge assets.
Jun 2024 – Dec 2024
Design Production Technician
Washington State University
Jan 2023 – Dec 2023
Research Technician
Washington State University
Jun 2022 – Aug 2022
Software Developer Intern
Audax Labs
Jun 2021 – Aug 2021
Trading Operations Analyst Intern
Wealth Net
Supported $500K+ in daily trading volume; automated manual workflows.
May 2019 – Jun 2019
Data Strategy Intern
Discovery Channel
Built a data pipeline to optimize ad revenue; finished a 5-week scope in 3 weeks.
Seven certifications.
Salesforce, end to end.
Salesforce Certified
Platform Administrator
Salesforce Certified
Platform Administrator II
Salesforce Certified
Service Cloud Consultant
Salesforce Certified
Platform App Builder
Salesforce Certified
AI Associate
Salesforce Certified
Agentforce Specialist
Salesforce Certified
Data Cloud Consultant
Skills.
Program & Stakeholder
- Primary point-of-contact ownership
- Escalation management
- Cross-functional coordination
- SLA management
Platforms
- Agentforce
- Einstein Bots
- Data Cloud
- Service Cloud
- Amazon Connect
Technical
- Python
- JavaScript
- React
- Node.js
- Excel (pivots, financial modeling)
- Data analysis
Education.
Expected 2027
M.S. Information Systems
University of Washington, Foster School of Business
Dec 2023
B.S. Computer Science
Washington State University