SUMMARY:

• Overall 8+ years of IT experience in Business Analysis, Applications Development and Solutions Delivery that includes but is not limited to Planning, Requirements Analysis, Design, Development, and Testing, spanning all facets of software development and implementation.
• Salesforce.com Certified CRM professional with around 6 years of experience in Salesforce Sales Cloud and Service Cloud Implementations, SFDC Administration, Development, and Business Analysis.
• ADM - 201, DEV-401, Sales Cloud Consultant, SCJP and Apttus Quote-to-Cash certified professional.
• Expert in understanding complex business workflows and in collecting Business Requirements from various stakeholders and in acting as a liaison between business users and the technology teams using both Agile and the traditional Waterfall models.
• Experience in collaborating with cross functional teams and responsible for increased SFDC user adoption.
• Expertise in identifying, developing and documenting User Stories, Business and Functional Requirements Specifications (BRS) and (FRS), User Requirements Specification (URS), System Requirements Specifications (SRS), nonfunctional requirements, and Supplementary Specifications.
• Proficient in developing Use Case Diagrams, Behavior Diagrams (Sequence Diagrams, Collaboration Diagrams, State Chart Diagrams and Activity Diagrams) and Class Diagrams based on UML methodology using Rational Rose and MS-Visio.
• Created Traceability Matrix to keep the stakeholders informed of the progress of the project.
• Experienced in developing Test Cases to meet the system objectives: Unit Test Plans (UTP), System and Integration Test Plans (SITP), GUI and User Acceptance Testing (UAT).
• Performed Gap Analysis for As-Is and To-Be systems.
• In-depth understanding of SFDC CRM business processes (Sales, Service, Marketing, Partner etc.) Expertise in creating Data Models, Entity Relationships Models and in creating Salesforce.com Lookup Relationships, Master-Detail Relationships and Many-to-Many Relationships using Junction Objects.
• Experience with various SFDC standard objects such as Accounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Quotes, Reports, and Dashboards, Sites, Portals, Communities, Workspaces, Ideas, Customizable Forecasting, Territories.
• Designed and developed various SFDC custom applications, custom objects, custom fields, role based page layouts, custom Tabs, custom reports as per the business requirements.
• Designed and developed Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows and Approval Processes to support various business process Automations.
• Expert in creating Salesforce Reports, Dashboards, Page Layouts, Search Layouts to organize fields, Custom Links, Related Lists and other components on a record Detail and Edit pages.
• Implemented, configured and maintained Salesforce user Security Permissions including Org-Wide Defaults, Sharing Settings, Role Hierarchy, Profiles and Permission Sets in compliance with org needs.
• Extensive experience in integration and implementation of Salesforce AppExchange applications such as Conga Composer, Link Point (Salesforce Outlook Integration App), SpringCM, Field Trip, Okta etc.
• Experience working with Developer Console, Force.com IDE and salesforce.com Sandbox environments and deployments from Sandbox to Production environment using Change Sets, Ant etc.
• Rich experience in Data Migration and Data Integration using different data tools - SFDC Data Loader, Force.com Import Wizard, SFDC Data Export, Mass Delete etc.
• Expert in working with Salesforce Premium Support Team in creating and resolving SF support issues.
• Excellent communication and interpersonal skills, accustomed to working in both large and small teams.
• In-depth knowledge of SharePoint and its features and functionality and has the ability to establish SharePoint group structure and framework.
• Proficient with SharePoint 2007, 2010, SharePoint Designer and working knowledge of SharePoint 2013.
• Sun Certified Programmer for Java (SCJP 4)

TECHNICAL SKILLS:

SFDC Technology: Salesforce CRM, Sales Cloud, Service Cloud, Marketing Cloud, User Profiles and Roles, Workflow and Approvals, Reports, Dashboards, Custom Objects, Sites, Communities, Ideas, Workspace

Salesforce Tools: SOQL, AppExchange, Apex, Visual Force, Import Wizard, Data Loader, Force.com Eclipse IDE Plug-in, Sublime Text, Mavens Mate, Quick Deploy, Force.com Platform (Sandbox and Production)

Applications: MS SharePoint, MS SharePoint Designer, MS-Office, MS-Project, MS-Visio, JIRA, HP QC, Cherwell, Agile Accelerator, Target Process, Eclipse

Methodologies: Agile, SCRUM, Kanban, Waterfall, RUP

PROFESSIONAL EXPERIENCE:

Confidential, Phoenix, AZ

Senior Salesforce Business Analyst/ Technical Specialist

Responsibilities:

• Working as a Senior Salesforce BA/ Technical Analyst supporting critical business groups such Open products.
• Working closely with Business Partners such as VPs and Senior Directors in planning and gathering requirements for critical business initiatives.
• Working with cross functional teams as a Release Consultant, responsible for bi-weekly deployment of critical updates and enhancements following Agile Methodology.
• Responsible for end to end Salesforce project implementation initiatives including but not limited to design, development, configuration, administration, testing, and POC creation.
• Acting as the SPOC for supporting the multi-million-dollar Top Client Acquisition business group of Confidential
• Managing the Salesforce Data Updates, Data Mapping and Data Validation for various business and functional teams of Confidential .
• Involved in Post Implementation Validation (PIV) process that takes place after the biweekly deployments.

Confidential, CA

Salesforce Business Analyst/ Senior SFDC Administrator

Responsibilities:

• Worked as a Senior Salesforce Business Analyst/Administrator for the $4 billion International Sales, Marketing, and Finance division of Confidential .
• Taken ownership of several day-to-day Salesforce Administration, configuration, and operational support activities of the TV Distribution Technology CRM Team.
• Involved in requirements gathering and Integration Testing sessions with various cross functional teams such as CAFÉ, Microstrategy, SAFE, TIBCO etc. for several new projects of the different business units.
• Single point of contact for new Salesforce Reports and Dashboards implementations and modifications to existing Reports and Dashboards.
• Involved in Data Mapping and Data Migration of operational and financial data into Salesforce sourced from various 3rd party applications using tools such as Data Loader, Import Wizard etc.
• Created new Workflows, Email Alerts, Email Templates etc. for the Fandango Salesforce instance.
• Worked closely with the Salesforce Architect and Salesforce Developers in planning, designing and implementing new Salesforce requirements.
• Involved in documenting requirements, creating test cases and performing end to end testing, project tracking/daily status updates for all Salesforce implementations at Confidential TVD Technology group.
• Experience in Vendor Management and evaluating/coordinating various AppExchange product demos and POCS’s with apps such as DocuSign, SpringCM etc.

Confidential, Redlands, CA

Senior Salesforce Business Analyst/ SFDC Administrator

Responsibilities:

• Was working as a Senior SFDC Admin and Business Analyst supporting a highly visible Marketing and Sales Operations Team of one of the largest privately owned software companies in the world.
• Expert in understanding the strategic business needs of the client and in delivering optimal solutions within critical deadlines and by adhering to industry wide CRM best practices.
• Performed configuration, customizations of a Salesforce instance with a user base of more than 2000 Standard Salesforce Licensed users.
• Acting as SPOC and SFDC Administrator for a second instance of Salesforce within the organization which hosts an Ideas Portal with one of the largest GIS traffic in the industry.
• Experience in building, administering and managing all the backend Salesforce setup for Confidential ’s User Conferences and Developer Summits.
• Was part of a very high performing and fast paced Agile/Scrum Team using cloud agile tools such as Salesforce Agile Accelerator, Target Process etc.
• Expertise in requirement elicitation techniques and in creation of AS-IS and TO-BE MS Visio Process flow docs, Swim Lane Diagrams, Use Case Diagrams etc.
• Experience in delivering key client initiatives including business process re-engineering, process revamp, enhancements etc. from requirements to implementation.
• Taken lead roles in some key business initiatives of the newly formed Business Development Team such as Opportunity Stage 0. SD Prospect, Lead Score, Lead Grade from initial requirement analysis phase to implementation
• Experience in handling Tier 1, Tier 2, and Tier 3 Support Tickets in a process oriented Production Support environment, using tools such as Cherwell, HP Quality Center etc.
• Managed Salesforce deploys for the team using the three tier approach (Dev, Stage, and Production) and using tools such as Ant (Sublime Text, Mavens Mate), Change Sets, and Quick Deploy
• Involved in Functional Testing of the Quoting Module developed in Salesforce.
• Expert in identifying development vs configuration needs for a requirement and in coordinating with developers and multi layered cross functional IT/business teams (ex: SAP, Snapshot, Aprimo) in resolving development work and integration issues respectively.
• Expert in Salesforce Sales and Marketing Automation including but not limited to Campaign Management, Lead Creation/Conversion process, Opportunity Management, Forecasting, Territory Management, Accounts, and associated Reports and Dashboards
• Used out of the box Salesforce functionalities such as Process Builder (Winter ’15 release), Workflows, Validation Rules, Security Settings, Permission Sets, Approval Process, Reports, Dashboards etc. as part of various implementation requirements.
• Experience in building and implementing Sites, Partner Portals, Communities, Workspaces and Ideas
• Expert in using Data Loader to perform data migration, data import, data update across various standard and custom objects.

Confidential, Fort Lauderdale, FL

Senior SFDC Administrator/ Salesforce Business Analyst

Responsibilities:

• Experience in capturing business requirements from the clients through JAD sessions in Sprint cycles.
• Analyzed the requirements and converted the business requirements into technical specifications relating to the application. Collaborated with C-Suite Executives and Cross Functional Teams.
• Prepared business requirements document and functional specification documents in the form of user stories, and screen mock-ups using Microsoft Visio.
• Participated in the planning, logical and physical design sessions, assisted and developed high and low level design documents for integrating Salesforce with FOS (Flight Operating System).
• Performed user administration by creating and maintaining user Roles, security Profiles, Permission Sets.
• Collaborated with cross functional teams such as Call Center (Inside Sales), Marketing, Outside Sales, Accounting and IT to support the business process within the organization and help audit user activities.
• Developed a comprehensive CRM strategy, defining Salesforce as the standard tool in both Sales Cloud and Service Cloud.
• Performed AS-IS process analysis and redesigned the Quoting process of the company using Salesforce.
• Implemented Standard objects such as Opportunities, Accounts, Leads, Contacts, Cases, Campaigns, Chatter, Documents, Reports and Dashboards and developed Custom Objects.
• Developed and implemented Workflows, Approval Process, Email Alerts, Field Updates, Validation Rules etc. for automating various business needs of the organization.
• Defined and finalized the processes for Marketing, Campaign Management, Lead generation and Lead conversion and built prototypes for business buyoff.
• Migrated code base from Sandbox to Production environment after successful testing and during implementation.
• Implemented the end-to-end security model, based on Roles hierarchy, Profiles, Field Level and Record Level Security.
• Worked on Ad-hoc requests and Production issues on a daily basis ensuring minimal impact to business.
• Integrated Outlook with Salesforce using Salesforce for Outlook to sync contacts and events both ways between Salesforce and Outlook.
• Implemented Okta Single Sign On for login into various applications including Salesforce.com
• Used Conga Composer App for customizing the custom buttons and automating report generation.
• Implemented Chatter for client's internal and external (with customers) groups.
• Configured relationships between Accounts, Contacts, and Opportunities reducing 30% of the clicks for end users - huge win on usability front, which increased user adoption and likeability.
• Created Custom Dashboards and Reports in Salesforce according to the client requirements.
• Involved in the end to end testing efforts including UAT of the application.
• Created complete Documentation of all Implementation including creation of User Guides and Technical Specs.

Confidential, Daytona Beach, FL

Senior SFDC Administrator/ Salesforce Business Analyst

Responsibilities:

• Worked closely with the marketing team of the organization and helped them manage sponsorship for Confidential ’s flagship events using Salesforce Automation.
• Experience working on Salesforce Campaign Management and Lead Management process.
• Performed the role of SFDC Lead during the course of project in an unstructured environment.
• Designed and developed project documentation based on Scrum Methodology and using tools such as JIRA.
• Experience in working with both Salesforce Sales Cloud and Service Cloud.
• Worked on various standard Salesforce objects like Accounts, Opportunities, Campaigns, Leads, Contacts, Products, Reports and Dashboards.
• Developed various SFDC Custom Applications, Custom Objects, Tabs, Custom Reports and Dashboards.
• Experience in working with Salesforce Data.com and Work.com.
• Implemented Data Loader through the Command Line Interface to extract the data from database.
• Created profiles and implemented object level, field level and record level security.
• Developed various Workflows, Approval Process, Email Alerts, and Validation Rules to validate the data and optimize business logic.
• Performed AS-IS and TO-BE GAP Analysis, and documented it.
• Performed User Acceptance Testing (UAT).
• Created custom labels and used them in validation rules to parameterize the validation rules.
• Created record types and page layouts and assigned page layouts to the record types.
• Created custom report types and generated report using the report types.

Confidential, Miami, FL

Salesforce Business Analyst/ SFDC Administrator (Intern)

Responsibilities:

• Involved in gathering business requirements through interviews, observations, and interactions with CXO’s and other business stakeholders.
• Worked with various stakeholders for detailed requirement elicitation.
• Prepared and analyzed Business Requirement Document.
• Performed other user administration work such as user access provisioning and de-provisioning based on user request and setting password polices for the organization
• Experience in leading a team of five offshore developers working on various modules of the project.
• Experienced with the Agile methodology of software development by working with teams and identifying enhancements to the application that could be a part of each release.
• Designed and configured the Salesforce Lead Management and Opportunity Management process for the organization.
• Performed end to end Salesforce configuration based on client requirements and involved in implementation of Salesforce CRM modules such as SFA
• Developed custom objects, workflows, page layouts, assignment rules, validation rules, record types and email templates
• Integrated Outlook with Salesforce using Salesforce for Outlook to sync contacts and events both ways between Salesforce and Outlook
• Developed and maintained training documents and performed end user training to help the users download and configure Salesforce for Outlook on their systems
• Performed data management activities like data import, data export and data backup using the Import Wizard and the Data Loader.
• Worked with AppExchange packages like “Field Trip” to run reports on usage of fields in the system.
• Worked with the application release team and deployed configuration changes from one sandbox to another with the help of Change Sets.
• Performed unit testing, integration testing, UAT, created test cases as a part of the testing and mocked up functionality for the test cases.
• Collaborated with the testing team to identify bugs and worked with the offshore/onshore development team on bug fixes
• Designed security framework based on Role Based Access, Profiles, Field Level Security and Record Level Security to streamline the security process and increase flexibility
• Analyzed and documented application security, business process controls and privacy strategy and approach that addresses the client’s operational requirements

Confidential, Miami, FL

Salesforce Business Analyst/ SFDC Administrator (Intern)

Responsibilities:

• Interacted with various clients of Citi Microfinance to analyze the requirements and developed the data model to suit complex business needs.
• Created vision, scope, and use case documents, business process models, use case diagrams, activity diagrams, and state chart diagrams.
• Worked in revamping the Opportunity Management and Lead Management process of Citi Microfinance using Salesforce.
• Interfaced with business users to prepare and update Business Process Requirements (BPR) and Software System Requirements (SSR).
• Created test cases and test scripts to perform unit testing and a part of integration testing.
• Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships, validation and formula fields to the custom objects
• Designed, Implemented and deployed Record Types, Page layouts, Custom tabs etc. to suit the needs of the application.
• Worked closely with testers to identify bugs in the application and fixed the bugs identified during testing.
• Used data loader to load the data from .csv files on to salesforce.
• Used complex validation rules, cross object formula, lookup rules, workflows and dynamic approval processes to implement business logic
• Created and deployed several reports for different user profiles based on the need in the organization.
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Supported the data migration activities for migrating the data from various business centers.

Confidential

Business Systems Analyst/ CRM Specialist

Responsibilities:

• Gathered, documented and analyzed requirements by conducting interviews with all the stakeholders.
• Worked on requirements matrix and conducted review meetings to prioritize the requirements according to the business needs
• Conducted the AS IS and TO BE analysis of the business process using GAP Analysis.
• Managed a team of a start-up call center within the organization and engaged in client relationship building.
• Implemented within a very short span of time several web components for the portal, adding some crucial new features which increased the portal hits by 38%.
• Categorized the gathered requirements using and created User Requirements Document (URD), Business Requirements document (BRD) and Functional requirements document (FRD).
• Created Life Cycle plan for tracking project progress using Microsoft Project.
• Created design document (UML diagrams) using Microsoft Visio.
• Created Quality Management plans and Test plans.
• Set up definitions and process for test phases including Product test, Integration test, System test and User Acceptance Test (UAT).
• Wrote SQL Queries for data manipulations and created Logical Data Models of the Database.
• Performed manual testing of various product features to ensure accurate product development.
• Conducted review meetings at end of each milestone to ascertain progress of the project.
• Was actively involved with the Marketing Team/Business Development Team to create strategies for acquiring new clients for the organization.

Confidential

Salesforce/ SharePoint Admin and Business Analyst

Responsibilities:

• Participated in JAD sessions for better understanding and refining of requirements in coordination with multiple teams and SMEs
• Documented various artifacts including the Business Requirements Document (BRD) and the Use Case Specification Documents.
• Thoroughly studied the inherent systems to have a clear understanding of the business processes and associated system workflow.
• Worked in multiple internal projects involving Salesforce and MS SharePoint technologies.
• Developed automation websites using Salesforce and SharePoint 2007 for various HR modules such as Recruiting, Payroll, Training and Development, and Employee’s Benefits.
• Performed the role of SFDC Lead during the course of project in an unstructured environment.
• Worked on various Salesforce standard objects such as Accounts, Opportunities, Leads, Cases and Reports and Dashboards.
• Developed various custom objects, Tabs, sites etc.
• Created and used Salesforce Email Templates in HTML and Text formats.
• Created workflow rules, approval process and defined related tasks, time triggered tasks, email alerts, field updates to implement the business logic.
• Extensively used SharePoint Designer to create workflows for the automation projects.
• Integrated SharePoint 2007 with IBM Lotus Notes and MS Outlook.
• Created Test cases for all the SharePoint websites and performed Unit Testing (UT) and assisted in UAT.
• Identified all use case components including basic, alternate and exception flows.
• Incorporated SharePoint security controls for all employees of Confidential according to different entitlements.
• End to end implementation of SharePoint automation portals using SharePoint 2007.
• Participated in Change control meetings recommending appropriate action after analysis of change requirements.
• Assisted QA team by Reviewing test cases and clarifying requirements to ensure complete coverage of requirements.
• Was responsible for Functional Testing of new enhancements in the price module of Atlys.
• Provided Business Program Manager with regular status updates/reports assisting the overall project management initiative.