SUMMARY:

• Having Around 8+ years of experience in Business Analysis and Salesforce.Com Administration, CRM, Project Lead / Management and Marketing Consulting.
• Expert in generating and analyzing Salesforce.Com custom reports and dashboard for management and various business unit personnel to provide detail information on key performance indicators.
• Salesforce.Com Sales & Marketing processes (Campaign to Opportunity,Quote to Order,Service)
• Salesforce Marketing Cloud integration including Order Management, Campaign Management, Case Management.
• Hands on Experience in creating Custom Objects, Custom fields, Page layouts, Custom Tabs, Reports and various other components as per the client and application requirements.
• Experience in Software Entitlement Management.
• Experience in Creating Roles, Profiles, Email Templates, Page Layouts, Workflows, Workflow Actions and Approval Process.
• Extensive business knowledge and customization experience on various salesforce.com standard objects like Accounts, Contacts, Opportunities, Products and Price books, Cases, Leads, Campaigns, Forecasting, Reports and Dashboards.
• Implementation of Group wide Knowledge Management Portal on SharePoint 2010.
• Business Application on SharePoint 2010.
• Experience in Salesforce Sales cloud implementation.
• Experience in writing Business Requirements Documents (BRD), Functional Requirement Documents (FRD), System Requirement Specifications (SRS), and Non - Functional Requirement Documents (NFRD)
• Expertise in Test driven development for performing UAT, Business Acceptance Testing (BAT), Regression testing, Functional testing
• Experience with SQL scripts and analyzing for report validations, data validations and data analysis in RDBMS
• Experience in Sharepoint, Salesforce, Documentum, Drupal, Peoplesoft.
• Business Intelligence - Using Microstrategy for Retail Business
• Analyzed and reported on business opportunities and maintained worldwide entitlement database
• Delivered Assessment and Strategic Roadmap document covering Order Management, Advanced Pricing
• Create, Maintain and ensure compliance for IT Policies(IT Standards, AMC Policy, Green IT, M and A, Divestment) Across the Group
• Responsible for IT Trainings across the Group (Sr. Management, Core IT Team, End Users ) and Driving IT awareness across the Group
• Proven ability to coordinate medium sized project from initial conceptualization through implementation
• Involved in data mapping and migration of data from SharePoint to SalesForce.com Objects and fields.
• Expert in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, Campaigns as per client’s need in Salesforce.Com .
• Salesforce.Com Sales & Marketing processes (Campaign to Opportunity,Quote to Order, Service)
• Real-time guidance allowed sales reps to reference prices directly through the quoting workflows
• Familiar and having sound Knowledge in Salesforce.Com Core Product line and the features
• Hands on experience in integration of SharePoint & Salesforce.com Chatter.
• Familiar in integrating Lead management to Salesforce.com.
• In-depth understanding of CRM business processes like Lead Management, Order Management, Account Management & Case Management
• Experience working with various software development methodologies including Agile, Iterative and Waterfall
• Dynamic team player who is consistently motivated toward success and completion of projects with an ability to work independently
• A quick learner who can swiftly adapt to new challenges

AREAS OF EFFECTIVENESS

• CRM Salesforce.com (Order Management, Campaign ManagementKnowledge Management
• Portal Implementation
• UML Use Case Analysis
• Work Flow & Gap Analysis
• Requirements and Elicitation
• Strong Analytical Skills
• Complete SDLC Experience
• Migration of SharePoint to Salesforce.Com
• Project Management

TECHNICAL SKILLS:

Domain: CRM, Knowledge and Content Management

Server Software: SharePoint (WSS 3.0, MOSS 2007, 2010), Salesforce, Documentum EMC, CRM Salesforce.Com Administration

Application Software: Visio, Balsamiq, iRise, Power Mockups, MS Word, Excel, PowerPoint, Project, Visio

Web Authoring Tools: CSS

Methodologies: Unified Modeling Language (UML)

PROFESSIONAL EXPERIENCE:

Confidential - Fremont

Business Analyst

Responsibilities:

• Define and document business processes for Order Management
• Consult with functional unit management and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access.
• Acts as a liaison between departmental end-users, technical analysts, information technology analysts and consultants in the analysis, design and configuration.
• Involved in automating complex business processes using declarative features such as workflows, approval process, dynamic approval process, sharing rules and validation rules.
• Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into Salesforce.com, checking for the correctness of the data.
• Testing and maintenance of case management systems to ensure optimal operational performance.
• Analyze the feasibility of, and develop requirements for, new systems and enhancements to existing systems; ensure the system design fits the needs of the users.
• Created dashboards to present the reports according to the user profiles.
• Track and fully document changes for functional and business specifications
• Write detailed universally understood procedures for permanent records and for use in training.
• Identify opportunities for improving business processes through information systems and/or non-system driver changes
• Assist in the preparation of proposals to develop new systems or operational changes.

Confidential -Connecticut

Business Analyst

Responsibilities:

• Performed the roles of Salesforce.com Business Analyst & Project Manager in the Organization.
• Gathered requirements during inception phase, documented and delivered functional specification documents, and assisted architecture analysis and design using UML and Rational tools.
• Managed using Agile Methodology for daily development walk-through meetings with the client for real-time design, development and demonstration feedback.
• Managed Multiple Projects simultaneously using SharePoint Project Plan for Project Systems
• Participated in cross-functional teams to address strategic and operational issues surrounding CRM and Salesforce instance.
• Determined user/business/functional requirements. Creating use case documents; business process models, use case diagrams, activity diagrams, and state chart diagrams.
• Followed UML based methods to develop use cases and activity diagrams; assisted developers in creating sequence diagrams and collaboration diagrams.
• Used Salesforce for Lead Management,Contact Management, Accounts Management, Relationship Management and Management reporting.
• Customer self service portals for contact creation.
• Interacted with business users and created many number of List views according to their requirements & Business requirements on Salesforce.Com.
• Written various Workflow rules for field updates and Email alerts.
• Implementation and Support of Content Management and Knowledge Management portals.
• Perform GAP and Risk analysis of existing system and evaluated benefits of new system.
• Conduct Joint Application Development (JAD) sessions with stakeholders throughout to resolve open issues.
• Implementation and Support of Content Management and Knowledge Management portals.
• Migration from Sharepoint 2007 to Salesforce.Com
• Validated technical designs created by IT developers against functional specifications.
• Work with QA team to design test plan and test cases for User Acceptance Testing (UAT).
• Coordinate work plans between project manager and business.
• Created documentation for training and Help Desk teams.

Confidential

Business & Technology Analyst and Project Manager

Knowledge Management:

• Implement Knowledge Management using Sharepoint 2010 processes across the Group. Includes helping to develop corporate knowledge management strategy, identifying and developing various techniques to facilitate knowledge transfer, identifying knowledge bases to build, finding sources of expertise, acquiring necessary knowledge and implementing/maintaining the knowledge throughout the organization
• To develop an IT Competency Framework for the Group
• To drive IT awareness across various roles both Business and IT
• Identify and Drive delivery of IT training for IT persons and end users across the Group.
• To develop Technology Directions for the group
• Created prototypes using Sharepoint 2010 for business users
• Migration from Sharepoint 2007 to Sharepoint 2010
• Business Buy-in for Sharepoint
• To scan emerging technologies that can be deployed for better business results and carry out proof of concept / investigation on technology issues raised by Businesses, partner with businesses for deployment and measure benefits
• To develop IT policies, Drive and Ensure Compliance of IT Policies
• Developed reports on Microstrategy for Aditya Birla Retail
• Developed reports on SAP BW