SUMMARY:

• Over 8 Years of IT experience working as a Business Analyst and Salesforce.com (SFDC) Administrator
• Salesforce Certified Administrator and Scrum Certified Professional Scrum Master
• Proficiency in various SDLC methodologies - Waterfall, RUP, AGILE and SCRUM
• Expertise in creating all types of documents, diagrams, manual testing, objectives, cases and scripts; with exceptional organizational, interpersonal and communication skills; highly motivated team player with leadership and team management skills
• Proficient at working in large, complex, multi-platform environments for global organizations
• Strong experience in eliciting requirements using - interviews, workshops, surveys, document analysis, use case scenarios and business process descriptions
• Strong experience in creating documents and deliverables - Planning, Business Analysis, Business Requirement, Functional Requirement, Scope Statement, Project/ Product Definition, and System Requirement Specification, Use Case Specifications, Requirement Traceability Matrix (RTM), Entity Relationship diagrams (ERD), Report and testing documents
• Experienced professional in the field of project management and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner. Hands-on experience in planning, scheduling and project cost control
• Proficient in Business process analysis and improvement, with solid understanding of requirement specification gathering and documentation
• Expert in interacting with business team, project sponsors and other stakeholders to understand the system requirements and delivery of project
• Adept in the complete life cycle of project development (SDLC) including System Analysis, Design, Development, Testing and Deployment
• Experience in standard Salesforce configuration that includes creating Profiles, Roles, Users, Workflow Rules, Page Layouts, Record Types, Email Templates, Approval Processes, Assignment rules, Validation rules, Dashboards, Tasks and Actions
• Experience in configuring Email-to-Case and customizing the service cloud for various business support groups
• Experience in Customization, Security Access, Workflow Approvals, Data Validation, Data Utilities, Analytics, Sales, Marketing, Customer Service and Support Administration in Salesforce.com CRM and Force.com Platform
• Good knowledge in SFDC implementation and customization and in-depth understanding of SFDC CRM business processes like Campaign Management, Lead Management, Pipeline Management, Account Management and Case Management.
• Proficient with Sales Cloud, Service Cloud, Call Center, Force.com, Chatter collaboration and App-exchange on Salesforce.com
• Expertise in generating reports, customized reports and analyzing the data in Salesforce.com
• Expertise in GUI testing, functional testing, performance testing, UAT, unit testing, integration testing with the extensive knowledge of smoke testing, volume testing, stress/ load testing and logic requirements
• Experience in documenting and creating Test Plans, Test Objectives, Test Cases and Test Scripts. Also involved in Data Mapping Test Matrix and Traceability Matrix.

TECHNICAL SKILLS:

CRM Applications: Salesforce.com Sales Cloud, Service Cloud, Force.com Custom Cloud, Reporting and Analytics of Sales, Service, Confidential

SFDC Standard Object Configuration: Campaigns, Leads, Accounts, Contacts, Opportunities, Products, Assets, Contracts, Cases, Solutions, Queues and Custom Object, Field creation, Page Layout creation/editing, Related list customization, Record Types, Field Level and Object level security, role hierarchies, sharing rules

Workflow: time-dependent actions, field updates, email alerts, task creation, Reports, Dashboards, Formula Fields and Cross Object Formula Fields.

Configuration: User Management, Email Templates

SFDC Tools: Data Loader, Force.com explorer

Tools: Ab Initio, MS-Visio, MS-SharePoint, MS Office & Erwin

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

SFDC Administrator/ Business Analyst

Responsibilities:

• Responsible for initiation, planning, execution, monitoring, controlling and closing Action Plans
• Created and managed scope documents, business cases, business requirements documents and traceability matrices; used MS Visio to document process flows
• Elicit requirements by conducting requirements workshops, as-Is and To -Be work flow analysis, personal interviews with multiple Subject Matter Experts (SMEs)
• Served as the liaison between the business units including Product owners, Directors, VPs, technology teams and support teams to ensure the requirements are met
• Facilitated sign off from stake holder, project sponsors and users along with perseverance to ensure Technical Leads understand the business requirements through BRD reviews
• Analyzed the feasibility of system, and develops requirements for SF team, new systems and enhancements to existing systems; ensuring the system design fits the needs of the users
• Tracked and documented the changes for functional and business specifications
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities and workflows, approval processes, Reports and Dashboards
• Used field level security along with page layouts to manage the visibility and accessibility of fields for different profiles
• Designed user roles and permission levels in Sales Cloud for sales representatives and marketers for two business units
• Good experience in working with Salesforce.com Marketing Cloud to expand the software for emails, mobile and social applications
• Experience with Service Cloud and familiar with concepts like cases, activities and assigning tasks.
• Experience with Sales Cloud and familiar with business process concepts like lead prospecting, reporting, etc.
• Designed and developed the Custom objects, validation rules, Page layouts, Custom tabs, Components
• Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard
• Implemented Web to Case, Email to Case functionalities to provide a better customer support to the customers
• Used Dupe Blocker, a duplication tool, designed to prevent duplicate records from entering the Salesforce.com Database
• Worked extensively on Salesforce.com Marketing Cloud which develops analytical software for the online marketing
• Developed workflow rules, tasks, emails and alerts to track customer related tasks and activities
• Involved in Data Modeling and Designing to create Custom Objects and customize Standard Objects
• Managed installation and configuration of salesforce managed packages like Skuid, Geopointe and MapAnything
• Provided the training and technical documentation to the internal business users to use the application and develop their own custom reports
• Designed various types Email templates for auto response to customers
• Maintained change sets for different environment and deploying as and when needed
• Maintained user profiles, role hierarchy, sharing rules and security
• Involved in data migration activity and data cleansing exercise
• Developed user documentation as well as scripts for functional usability testing and system training
• Conducted individualized user testing for each department affected by the migration
• Lifecycle methodologies: Waterfall and Agile

Environment: Force.com, Import Wizard, Visualforce, Apex triggers, scripting, App Exchange

Confidential, Herndon, VA

SFDC Administrator/ Business Analyst

Responsibilities:

• Involved in Requirement Gathering, Analysis, Testing the configurations and applications
• Analyzed requirements, document and communicate the optimal design/development approach to meet the requirements
• Setup or create Admin options, User Interface, Organization-wide defaults, Role hierarchy and Workflows
• Created Reports, Dashboards, Page layouts, Search layouts to organize fields, custom links, related lists and Queues
• Responsible for creating Custom Objects, Custom Fields, Workflow rules, Record Types, Validation Rules, Auto Response rules, Assignment Rules and Escalation Rules
• Created and maintained Reports and Dashboards to provide fast access to key business metrics
• Administered, configured, maintained Salesforce.com application user profiles, roles, assigning permissions, generating security tokens, validation Rule, upgrade installation
• Defined objects and Field Level Security for different profiles
• Worked extensively with the business sales and marketing teams for gathering business requirements and effectively communicated guidelines regarding project scope and project estimation timelines on a regular basis
• Configured and implemented Email-to-Case customizing the service cloud for various business support groups
• Involved in the design of the application and created Custom Objects, Custom tabs, Custom fields and formula fields
• Implemented Salesforce Service cloud for implementing Contracts, Case management and Asset administration for its business on Salesforce cloud platform
• Performed administrative tasks such as managing Accounts, Contacts and Cases, setting workflows and approval process for approving new accounts and other business process
• Created and configured Email templates, which were used by users for approval processes and other field updates
• Configured Service Cloud extensions for lead management.
• Customized Salesforce.com User Profiles by setting Standard and Custom objects layouts, Custom App, Field-level Security, Permission Sets for client services and marketing
• Customized Chatter objects and tabs to view progress and discussion on business process
• Configured Chatter to track emails from Outlook to Salesforce.com
• Lifecycle methodologies: Agile Scrum

Environment: Force.com, Service Cloud, Dataloader.io, Salesforce Import Wizard, Apex triggers, Sandboxes and Apex scripting

Confidential

Confidential / SFDC CRM Admin/ BA

Responsibilities:

• Working as a Business Analyst on releases of a national CRM System: planning, scoping, gathering requirements, costing and assisting with the implementation of enhancement
• Participating in the solution design process
• Performing and monitoring the integration testing with business users, enabling setup of test management in testing tools
• Project managing multiple changes, ensuring completed handover to Application support/helpdesk
• Developing sound knowledge of CRM system, processes, strategies and initiatives
• Ensuring the CRM system is up to date and being utilized effectively, as well as adhering to agile processes and policies.
• Leading functional designs that include User Interface configuration and customization of Salesforce.com cloud computing solutions
• Documenting business process flows and business requirements as well as perform process gap analysis against critical requirements
• Mapping client business process and requirements into the capabilities of Salesforce.com and the Force.com platform.
• Configuring role hierarchy and profiles to control user visibility so that access to data rolls up from lower levels to higher levels in hierarchy
• Providing org-wide access settings and object sharing rules
• Creating and configuring objects to provide functionality to applications, i.e., page tabs, record types and page layouts, reports, dashboards, etc.
• Developing assignment rules, escalation rules, and workflow rules, etc.
• Leveraging Salesforce.com’s Chatter, Knowledge, Salesforce.com Flow, Twitter and Facebook integrations and Analytics
• Facilitating user feedback sessions, User Acceptance Testing (UAT), and training
• Risk identification and escalation to bring about resolution to meet client standards

Environment: Salesforce, Oracle 11g and VisualForce, Force.com, Apex Scripting

Confidential

Responsibilities:

• Engage with key stakeholders to identify reporting requirements
• Work with the Reporting Analyst to develop required reports to deliver on operational needs and aligned to overarching strategy
• Provide the accurate and timely analysis and communication of performance (finance and non-financial)
• Support key business, strategic and operational decisions across the CCC through provision of analysis, insight and commentary
• Own and deliver requirements & improvements for the CCC reporting dashboard
• Identify and investigate any issues and submit recommendations to the National Operations Manager

Environment: Confidential 7.5, Oracle 10g/11g, WebServices, Salesforce and Windows.

Confidential

Business Analyst

Responsibilities:

• Collaborate with other business analysts and team members assigned to the project
• Lead, elicit, document and conduct analysis on requirements from elicitation meetings with the business
• Create Business & Functional Requirements Documentation using the prescribed templates
• Assist with writing testing/business Use Cases detailing business process/data flows
• Manage requirements maintaining traceability and change control
• Collaborate with the Testing team on testing planning and test case development
• Collaborate with the Testing team leading UAT with the business
• Collaborate with the Testing team on test results and root cause analysis
• Provide feedback to the Project Manager on assumptions, issues and risks providing mitigation solutions as needed.
• Communicate timely status on work to the Project Manager
• Conduct knowledge transfer to the support teams during the implementation phase

Environment: Confidential 6.2, Oracle 10g/11g, WebServices and Windows.

Confidential

Business Analyst

Responsibilities:

• Worked closely with Project Team, SME and Internal Business Partners (IPs) to clarify business requirements and translate the requirements into technical specifications.
• Involved from beginning of the project such as of Statement of Work (SOW) to post implementation of SDLC process.
• Assisted Project Manager in scope estimation and work breakdown structure (WBS) to meet Project Milestone.
• Defined frameworks for Operational data system (ODS), Brokerage data warehouse (BDW), Central file distribution (CFD) and Data Quality (DQ) and created functional data requirement (FDR) and Master Test Strategy documents
• Designed and created Data Quality baseline flow diagram, which includes error handing and test plan flow data.
• Coordinated between Client and offshore team for code development.
• Responsible for project planning documentation and submitting weekly report to the management

Environment: Ab Initio, Oracle 10g/11g, ETL and Windows Server.