SUMMARY:

• Over 14 years of Product Development experience and 6+ years Salesforce Development, Administration, Consulting & Implementation experience.
• ITIL certified Salesforce technical consultant responsible for gathering/defining operational aspects of the assigned customer project(s), including all aspects of Application Development and process management using agile method.
• Expertise in Salesforce implementation - Design, Development, Deployment and Post Go- Live Support, CMDB, Agile Methodologies, ITIL processes.
• Managed Product Development offshore team Sustaining & Resolution Engineering.
• Experienced in various phases of SDLC including Requirements gathering, Design, Coding and Deploying.
• Successfully completed projects by working in Individual capacity or with team.
• Excellent presentation and interpersonal skills with the ability to communicate on both technical and project management level to customer stakeholders.

WORK EXPERIENCE:

Confidential

Sr. Salesforce Developer/Administrator

Responsibilities:

• I am working on Process migration project from Confidential legacy System to Salesforce. My work involves migrating ITSM process & Service Catalog, Remedyforce Enhancements & Customization.
• I am responsible for Salesforce Administration duties and Deployment Planning.
• As ITIL SME, I am responsible for discussions with Stakeholders for various process implementations.

Confidential, Dallas, TX

Sr. Salesforce Administrator/Developer

Responsibilities:

• Leading Salesforce team to maintain routine Support Tickets & Enhancement Requests. Also responsible to Project Development initiatives for upcoming projects.
• Responsible for Salesforce Administration/Development duties and Planning/scheduling of monthly Roll-outs & deployments. Designed Release Management process.
• Involved in ServiceNow implementation as ITIL SME for various processes implementations.

Confidential, Plano, TX

Sr. Salesforce Administrator

Responsibilities:

• Performed Lead role in Salesforce/Remedyforce Administration.
• Enhancements in Change Request module code using Apex & Visualforce.
• Requirements Gathering from Stakeholders for various Enhancement Requests in Salesforce. Work with Cross Functional Teams for feature evaluation & Process design.
• Conduct Feature Demos to Management & Stakeholders, End User s & User Acceptance Testing.
• Collaborate Salesforce/Remedyforce on-boarding efforts for various internal groups.
• Design & Plan Deployment Process in Production environment.
• Implemented Security access model in Salesforce by using Sharing Rules, Profiles and Permission sets.
• Salesforce Subject Matter Expert (SME) for internal teams.
• Other Salesforce Admin duties includes but not limited to User Management, Data Upload, Workflows, Approval Processes, Sandbox refreshes etc.

Confidential, Dallas, TX

Sr. Salesforce Administrator/ Consultant

Responsibilities:

• Managed overseas team for feature implementation & Bug fixes in the integration code.
• Plan & Schedule work with offshore team to implement code changes.
• Plan & Involve Stakeholders in Bugs testing. Communicate & Plan code deployment in Production.
• Monitor failed transaction and create Plan of Action.
• Document Integration Process flows for Incident management module.
• Design & Developed Change, Release, Change Assessment & Survey modules.
• Shared Salesforce Administration duties for 100,000+ user base. Conduct Stakeholder meetings.
• Worked with management executives for Reporting requirements.

Confidential, Plano, TX

Sr. Salesforce Administrator/ Consultant

Responsibilities:

• Worked with Management on technical requirements gathering and process flows.
• Designed new Service Request Process linking CMDB to eliminate use of 3rd Party software.
• Implemented new process by creating Workflow Rules, Validation Rules, Queues and Permission Sets.
• Create Technical Documentation - Design, Architecture & Configuration documents.
• Worked on Salesforce custom Triggers & enhancement requests using Apex & Visualforce.
• Responsible for feature release by creating Managed Package.
• Involved in Remedyforce On-boarding activities for various customers.
• Salesforce Technical Consultant, Supporting Global Teams - APAC, Americas to coordinate Requirements Gathering and Planning Activities.
• Plan, define, author, and design Salesforce solution. Advise the business on ITIL best practices and tools/solutions
• Evaluate existing ITIL processes & flow diagrams. Interpret into Remedyforce requirements & solutions.
• Salesforce Administration activities including creating WF rules, Page Layouts, Custom Fields, Email Services, Email Templates etc.

Confidential, Plano, TX

Team Lead/Salesforce Developer

Responsibilities:

• Worked on Remedyforce Onboarding & Implementations.
• Managed offshore team in Resolution Engineering group to provide solutions for Incidents.
• Practiced Incident, Change and Problem Management ITIL processes for delivering Bug fixes to the customers. Followed Agile Scrum Methodology.
• Maintained coding standards, code reviews, code merging process & Planning of Service Pack Releases. Keeping goal of high CSI.
• Worked in BMC Remedyforce product development team during 1st release of the product. Worked on Remedyforce Self Service User Interface (UI), component creation and bug fixes in controller code
• Involved in Planning, Requirements Gathering & Product Development phases
• Worked on Salesforce Chatter implementation in Incident, Service Request modules.
• Led and mentor overseas team of Developers and QA. Followed Agile Scrum Methodology.
• Responsible for Defect analysis, Defect processing, solution analysis and Code Reviews with development team. Planning of hot fix releases, code merging activities.
• Practiced Problem and Change Management ITIL processes for Defect fixes for customer issues.
• Participate in customer calls on as needed basis to provide technical backup to support team. Maintain Customer interaction for providing hotfix/solution details, setting expectation and getting feedback on solution provided.

Environment: C#, ASP .Net, XML, VB.NET, MSMQ, Crystal Reports, VisualForce, Apex

Confidential, Santa Clara, CA

Sr. Product Developer

Responsibilities:

• Worked in R&D Product Development group on “Service Desk Express” product.
• Involved in various phases of SDLC including product development. Design/developed various modules of the product, Multi lingual functionality, UI development and business logic Dlls. Achieved fluency with ITIL processes for Incident, problem, Change & Release management.
• Designed and developed Reports Administration utility and “Reports” module using Crystal Reports RDC APIs component for Web based reporting in individual capacity.
• Designed & developed various Administrative utilities such as “Magic Test to Production” & “Configuration Wizard”.

Environment: C#, ASP, Crystal Reports, XML, VB.NET, SQL Server, Oracle

Confidential, San Jose, CA

Software Consultant

Responsibilities:

• Involved in product development of various modules including Incident, Work Order, and Customization of “Magic-TSD” product.
• Used Crystal Reports APIs and Microsoft technologies like VB, ASP, VBScript etc.
• Designed and developed “Pick to Light (PTL)” system, which was part of “Assemble to Order” process.
• Modification of PL/SQL procedures and programming in UNIX Shell Scripts to execute these procedures.

Environment: ASP, Visual Basic, Crystal Reports, Unix shell scripts, SQL Server, Oracle

Confidential

Product Developer/Specialist

Responsibilities:

• Involved in various projects for some of the elite customers of the company like MTNL, confidential, confidential Ltd, confidential Ltd, confidential(Italy). Creating billing functionality for the MTNL customers that goes with their FRAMME software on Informix database.
• Worked on various technologies (Visual Basic, Informix) and products like FRAMME, MicroStation (CAD/CAM). My responsibilities include programming, customization of the products, User s & support.