SUMMARY:

• 10+ years of progressive experience in Business Analysis, Project Coordination, Requirement Gathering, Functional Design, Development and UAT Coordination with recent experience working on Salesforce projects as Business Analyst and Administrator.
• Certified Salesforce Developer and Administrator.
• Involved in Sales and Service cloud implementations.
• Experience in designing of Custom Objects, Custom Fields, Picklist, Custom Tabs, Record Types, Triggers and Page Layouts, Validation Rules, Approval Processes and Workflows.
• Knowledge in Salesforce.com, Force.com Apex Classes, Apex triggers, Integration, Visual force, Force.com API.
• Hands - on experience working with Data Loader and Data Import Wizard for Data migration from traditional applications to Salesforce.
• Knowledge on Salesforce lightning.
• Exceptional Analysis skills with an ability to transform the needs of the business users into functional/technical requirements.
• Involved in SDLC (Software Development Life Cycle) implementations using Agile/Scrum Methodology.
• Strong analytical skills, able to work with technicians from various engineering disciplines to troubleshoot complex system-level issues.
• Extensive experience in conducting Joint Application Development (JAD) sessions for project definition involving analyzing requirements, creating prototypes, user interface, database schema and system design.
• Communicate complex, technical application issues clearly to non-technical parties.
• Experience Monitoring, Tracking & Escalation of Issues using ticketing systems like Remedy and Jira.
• Experience in User Acceptance Test (UAT) preparation and execution.
• Commended for technical, analytical and problem-solving skills, effective task prioritization and customer service orientation.
• Strong project management and team skills with customer interfacing / consulting experience.
• Commitment to technical excellence and the ability to learn new skills and technologies quickly.

TECHNICAL SKILLS:

• Visual Force, Apex, Force.com
• Microsoft Visio, Project and Office
• Sales and Service Clouds
• UML CASE Tools and KPI Dashboard
• Windows XP, Vista, 2007 and 10
• Salesforce.com Data Loader
• Java Script, HTML, XML, CSS
• Oracle, SQL Databases
• User Acceptance Testing (UAT)
• Ticketing systems Remedy, Jira

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst - Windows / Web / Salesforce

Responsibilities:

• Responsible for technical analysis and functional design.
• Attained Salesforce developer 401 certification to understand Salesforce business needs and involve in the implementation.
• Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements.
• Involved in Sales and Service cloud implementations.
• Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.
• Worked with Data loader for loading the attachments into salesforce.com, related to objects like Accounts and Contacts.
• Worked on Email to case, Web to case, customized case page layouts and case assignment rules.
• Planned and implemented Workflows and Approval Processes for automating business logic.
• Designed the Custom objects, Fields, Validation rules, Page layouts, Custom tabs, Components, Visual Force Pages to suit to the needs of the application.
• Assisted on Record Types, Triggers and Page Layouts.
• Writing Epic, User Stories and Acceptance Criteria based on the client analysis.
• Interacting with business users to gather requirements - liaison with business users, development team and testing team.
• Drive UAT by designing test catalog and being responsible for getting signoffs.
• Worked on end to end implementation, support, UAT, integrations enhancements, Daily scrum meetings.
• Worked with business stakeholders to identify the needs and resolutions
• Acted as Agile Scrum Master and collaborated with project teams to ensure continuity and traceability across requirements, design, development and testing.
• Managing operational teams with technical issues in the initiation and planning phases of application development that include technical strategy, research & development within the project life-cycle (SDLC).
• Worked closely with developers to manage requirement issues / bugs that arise throughout the project life cycle.
• Defined and executed the necessary control process to safeguard confidential and sensitive client information, audit and regulatory settlement activities leveraging prior management and technical experience.
• Review technical training programs and assist with user training when needed.
• Review system procedures, guidelines and technical documentation of new systems.
• Developed the product backlog along with Product Owners.
• Maintained product tracking and updating sprints using JIRA 5.0 Agile application.
• Created workflow diagrams using MS Visio, UML diagrams including use cases, provider Interface testing, Test Plans and Test Scripts.
• Performed demos to business users.
• Evaluated technology improvements and proposals selecting and managing 3rd party vendors and negotiating contracts.
• Analyzing bugs, interacting with team members in fixing errors and UAT and assisted in Post - Production support.
• Worked with a variety of business partners involving Sales illustrations and Product Modeling.

Environment: SalesForce.com CRM, Force.com Apex Language, Sales Cloud, Service Cloud, Windows 2007 - 2010, MS Office Suite (MS Word, MS Excel, MS PowerPoint, MS Visio), Agile, Jira, UML.

Confidential

Business Analyst - SME Subject Matter Expert

Responsibilities:

• Worked extensively with both internal and external clients to understand, analyze, and prepare business requirements, design technical solutions and tracking & reporting of various issues and open items.
• Being a Subject Matter Expert, participate in the Application up-gradation analysis.
• Develop and maintains work plans, estimates, and schedules for day to day activities.
• Analyze source systems and participate in design calls.
• Used Use Cases practice to gather requirements in context and adding visuals with simple workflow diagrams.
• Develop technical specifications from business requirements and systems documents.
• Maintaining Business Requirements, Analyze the requirements of end users and align them with functional and technical requirements using Visio diagrams.
• Effectively used MS PowerPoint to create functional requirements presentations for Project Managers.
• Participated in reviews and discussions on project documents and requirements prioritization.
• Manage changes to base line requirements through effective application of change control processes and tools.
• Participated in Agile Scrum methodologies in Software Development Life Cycle while using MS SharePoint for storing project documents.
• Managed Agile Scrum sprints for the development team to set application development timelines.
• Maintain requirements traceability and track various requirements throughout the project.
• Performed integrated testing (I&T) among various business products.
• Communicated with business users, partners and handled customer Escalation issues.
• Involved in process assessment, process re-design and developing methodologies.
• Maintaining documentation via SharePoint 2007.
• Added business focused test scenarios to the existing QTP automated test suites
• Coordinates Quality Assurance and User Acceptance testing, and releases to production.
• Worked with a variety of business partners involving Sales illustrations, Product Modeling and Policy Administration systems.
• Extensively used Remedy systems to track customer incidents

Environment: Agile, Use Cases, SharePoint, Remedy ticketing system, MS Office Suite (MS Word, MS Excel, MS PowerPoint, MS Visio), QTP

Confidential

Customer Care Representative

Responsibilities:

• Providing service and support over the phone to Exxon Mobil customers was the major part of my job.
• Providing customers with their current balance, minimum payment due and due date for the payment.
• Checking the customer’s payment history for late fee waivers.
• Removing block on customers cards in case of emergency.
• Developed empathetic client relationships and earned reputation for delivering exceptional customer service.
• Generating monthly performance reports.
• Trained and provided back-up support when needed.
• Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.