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Business Analyst /administrator Resume



  • Over 8+ years of IT experience, with over 3 years of experience in Administrator, Business /Technical Analysis and Implementation of technology solutions in Salesforce CRM platform.
  • Administration, Configuration, Implementation and support experience on Salesforce .com platform.
  • Integration experience on Salesforce .com using Apex Language (Classes, Controllers & Triggers), Web Services, Visualforce Pages, Components, Tabs, Custom Objects, Reports, and Dashboards.
  • Expertise in deploying code from salesforce .com sandbox to production environments.
  • Experience in working with Eclipse IDE and Force.com Plug - in environment.
  • Experience in customer support (service cloud)
  • Expertise in Force.com technology stack: APEX, Visualforce, SOQL, SOSL.
  • Proficient in Administrative tasks such as creating Roles, Users, Profiles, Page Layout, Email Services, Approvals, Reports, Dashboards, Actions, Tasks and Events.
  • Experience in realizing the business requirements to design on salesforce .com platform by designing the required entities like custom objects, creating the relationships/ junction objects like Master-Child, lookups, Pages, Classes, Interfaces, Workflows &Workflow rules, triggers, Email alerts and business logic.
  • Extensive knowledge of SFDC implementation cycle in Sales Cloud and Service Cloud.
  • Experienced in Discovery phase, Scoping Phase, Analysis and Implementation Phase.
  • Configured and maintained user security permissions in compliance with organizational needs.
  • Sound knowledge on Salesforce setup menu, Configuration, custom Application Development, Administration, and Deployment of applications to Force.com platform.
  • Thorough understanding of CRM business processes such as Lead Management, Campaign Management, Order Management, Account Management and Case Management.
  • Experience in performing data migration from Legacy Systems to Salesforce using Import Wizard and Data Loader Utility.
  • Designed junction objects and implemented various advanced fields like Pick list, Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, sharing rules and Approval Processes for automated alerts, field updates, and Email generation according to application requirements.
  • Involved in the configuration of Service Max with SFDC.
  • Hands on experience on SOAP and REST web service APIs.
  • Good experience with SQL, HTML, XML, CSS and JavaScript.
  • Experienced with Microsoft SQL Server, SQL & PL/SQL.
  • Coordinated among various teams, vendors and effectively managed offshore resources.
  • Experienced in all facets of Software Development Life Cycle (SDLC) from requirement analysis, architecture, design, development, testing to post implementation revisions.
  • Technology savvy with aptitude and experience in adopting modern methodologies and innovative techniques to boost work efficiency
  • Interacted with Customers for requirement gathering and effective analysis.
  • Excellent work ethics, self-motivated, quick learner and team oriented. Continually provided value added services to the clients through thoughtful experience and excellent communication skills.


Salesforce Technologies: Salesforce CRM, Salesforce SFA, Apex Language, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visualforce Pages/Components, S Controls, Apex Web Services, AJAX, Workflow & Approvals, Dashboards, Analytic Snapshots, Case Management Automation, Custom Objects, Apex Data Loader, Salesforce Lightning Design System, Lightning Components.

Apex, Visualforce, Java, HTML, CSS, PL: SQL, C

Tools: Apex Data loader, GitHub, Web services APIs like SOAP, Eclipse IDE Plug-in, Force.com Explorer, HP Quality Center, JIRA

Database: MS SQL Server PL/SQL, Oracle 8i/9i/10g, MS Access, and DB2

Operating Systems: Windows XP/Vista/7, UNIX

SDLC: Rational Unified Process (RUP), UML, Use cases and Use Case Diagrams, Class/ State Diagrams, Entity Relationship Diagrams, Agile methodology / Scrum, Waterfall methodology, V model


Confidential, NY

Business Analyst /Administrator

Roles & Responsibilities:

  • Responsible for the general administration and maintenance of the CRM database and insure that applications meet user's needs while keeping abreast with updates.
  • Involved in Analysis, design, development and implementation of salesforce .com applications.
  • Worked with Biz to obtain requirements thereby designed, implemented, unit tested, maintained, and troubleshoot the application.
  • Having a good techno - functional knowledge on different products used by Client.
  • Strong experience with Partner Portal.
  • Created Web Tabs for Partner Portals and Partner Center.
  • Enabled and customized partner portal for various channel partners.
  • An end-to-end exposure on force.com business cloud applications Analysis and development.
  • Supporting BAT and UAT with testers.
  • Coordinated with vendors and legacy application team for integrating data flow with Salesforce as centralized system.
  • Implemented key applications of Apttus: Contract Management, Revenue Management and Price Quote Configuration.
  • Designed and developed custom pages using Visualforce and JavaScript to provide better UX.
  • Integrated with legacy system using REST API to maintain Synchronization.
  • Designed and Developed retriggering rules and mechanism for data and transient errors.
  • Built custom sharing rules and role hierarchies for 6000+ user base.
  • Worked with Production support team and fixed the issues on On-Demand basis.
  • Provided support for production Salesforce .com instances and related integrations, and to perform design and build tasks for projects and enhancement requests submitted by business (Billing, Sales, customer Service)
  • Added error handling functions to existing code to make it more robust and to make it easily expandable to handle future requirements.
  • Understood, research and analyze billing data.
  • Configured the relationship between Service Max and SFDC.
  • Developed complex functionalities using APEX, VF and JavaScript where appropriate.
  • Used Data loader to make bulk upload of client data.
  • Worked with Apttus CPI to make price quotes in App exchange application informatica for data migration.
  • Developed custom search functionality for accounts and contacts using SOSL..
  • Enabled and used user only user for performing regular updates from legacy system using REST API.
  • Used Xactly estimator a lightning component in salesforce dashboard to run "what-if".
  • Designed wave analytics and developed Ticketing application to handle production support incidents and bugs.
  • Developed triggers for complex workflow rules working around the governor limits.
  • Developed custom edit and detail page for accounts due to complex business requirements (immediately after making updates, legacy system window had to open respecting SSO).
  • Created multiple record types based on the category of clients.
  • Based on the business requirements, created multiple custom objects and fields (created lookup fields to maintain relationship between objects).

Environment: Salesforce , Apex Data Loader, Xactly, Mozilla Firefox, Internet Explorer, Microsoft Excel.

Confidential, Harrisburg, PA

Business Analyst /Administrator


  • Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.
  • Created Profiles, Roles based on Organization role hierarchy and implemented Record - Level and Field-Level security and configured their sharing settings.
  • Responsible for enabling network-based security and organization-wide list of trusted IP address.
  • Worked on various salesforce .com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
  • Created the workflows for automated lead routing, lead escalation and email alerts.
  • Work closely with prospects/clients to identify technical requirements and technical infrastructure for CRM based enterprise solutions.
  • Worked as enhancement team member and performed the roles of Salesforce .com Administrator in the organization.
  • Worked closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce .com (SFDC).
  • Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and groups.
  • Used Xactly component to link salesforce data to deliver insigts via reports.
  • Involved in integrating web service with SalesForce .com to load Leads back and forth from Salesforce .com to Legacy and vice versa.
  • Performed wave analytics one-time data migration to get Accounts and Contacts data into salesforce .com.
  • Coordinated work assignments with developers and Administrators throughout the product development life cycle.
  • Designed and developed workflow rules, validation rules, and customizations within SalesForce .com.
  • Developed Apex classes, Visualforce components and extensions.
  • Created various Reports (summary reports, matrix reports, pie charts, dashboards) to assist managers to better utilize Salesforce as a sales tool.
  • Created Apttus CPQ on incentives, price quotes, contracts and templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
  • Extracted the Salesforce CRM information into BI Data Warehouse using Force.comAPI/ Informatica on Demand to provide integration with oracle financial information to perform advanced reporting and analysis.
  • Integrated the web services by generating the necessary stubs from the WSDL files for extracting the data from external systems to display in the pages of salesforce .com
  • Email to case functionality to helps customers get fast answers to questions and to receive automatic notifications when content of interest is created or updated. This feature ensured that the employees always received up-to-date information.
  • Build applications using the Eclipse IDE.
  • Worked on Apttus CPQ on Quote to cash application end to end, customization of Service Cloud Console by inserting Visual Force pages in custom console components.
  • Used SOQL & SOSL for data manipulation needs of the application using platform database objects.
  • Participate in design meetings and contribute to technical approach.
  • Implemented search, filtering, and tagging features to make it easier for sales to locate relevant marketing content and documents in SalesForce .com CRM Content.
  • Developed and configured various Reports and Report Folders, wave analytics for different user profiles based on the need in the organization.
  • Responsible for creating Sharing rules among all the users in Different Roles and Subordinates.
  • Responsible for creating Queues, Workflows rules and tasks to share and automate work to the users in the Queue.
  • Working with Operations Manager and users to determine business requirements, provide administrative support and design /implement solutions in Salesforce .com CRM.

Environment: Saleforce.com platform, Data Loader, Xactly, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services Security Controls, Windows XP

Confidential - Topeka, KS

Salesforce Business Analyst/Administrator

Business Analyst Responsibilities:

  • Extensively gathered requirements from all users, experts, and key personnel to understand the functional requirements.
  • Responsible for documenting the business rules - both the UI and for the database level.
  • Performed in-depth Gap Analysis with different business groups to ensure that the system initiatives are met.
  • Responsible for documenting the end-user's AS-IS workflow and TO-BE business processes.
  • Responsible for creating user stories, maintaining the sprint backlog and the product backlog.
  • Drafted, reviewed, base-lined, and maintained system Use Cases.
  • Responsible for facilitating sprint reviews to make sure that all the requirements were met within a sprint.
  • Responsible for creating and reviewing business requirements, functional specifications, project schedules, documentation and test plans.
  • Guided the business users to develop UAT test strategy and develop UAT test scripts.
  • Created track back mechanisms to better analyze what segment of people responded to a particular offer.
  • Created and executed SQL queries (using Rapid SQL and MS Access) and scripts to validate data movement and generate expected results for UAT.
  • Closely interacted with designers and software developers to understand application functionality, navigational flow and updated them about end-user sentiments
  • Created, assigned, and maintained tickets in JIRA for bugs and defects.
  • Led both internal peer review and external reviews of use case specifications and in the process clarifying the finer details of the requirements.
  • Involved in developing test plans, test conditions and test cases to be used in testing based on business requirements using Quality center.
  • Created and maintained the Requirement Traceability Matrix between the requirements and other products such as design documents and test plans.
  • Familiar with User acceptance testing (UAT), System testing, Integration testing. Validated and helped verify defects to weed out cosmetic problems and keep the project on schedule.

Confidential - Philadelphia, PA

Business System Analyst


  • Conducted one - on-one meetings with the project SME's to gather the requirements. Facilitated sessions with users and documented their changes in requests
  • Facilitated business requirements gathering sessions with the business and overlooked the creation of Use Cases/Activity Diagrams, Functional Specifications using Visio.
  • Created Use-Cases and Business requirement document after accessing the status and scope of the project and understanding the business processes.
  • Performed feasibility study and risk analysis to identify the critical requirements from the user's perspective.
  • Performed Requirement Traceability Matrix to map the requirements with the test cases and performed gap analysis.
  • Understood and articulated business requirements from user interviews and then converted requirements into system requirements.
  • Designed and developed business flow diagrams, activity diagrams, sequence diagrams, Object Oriented models using MS Visio.
  • Conducted JAD sessions with end user community ensuring that the software addressed all business needs.
  • Clarified client requirements, business needs and project objectives, via feedback sessions and client meetings, in collaboration with all stakeholders.
  • Critically evaluated the information gathered from multiple sources, reconciled conflicts, decomposed high-level information into details along with the ability to use the detail to gain an understanding of the end-to-end solution.
  • Involved in Feasibility, GAP and Risk Analysis to identify the business critical and high-risk areas of the application.
  • Fostered software initiatives through the full product lifecycle: from the initial concept through design, development, QA, release and support.
  • Facilitated in the design process to plan intuitive workflows, created detailed GUI wireframes and mockups and designed process models, specifications, diagrams, and charts to provide direction to developers.
  • Helped in designing and implementing deployment process, and thus maintaining the application in post deployment process
  • Supported UAT/business testing shadow testing activities using TFS as the tool to track Agile progress
  • Collaborated with the QA team in reviewing and validating test plans and test cases, ensuring that the final application catered to the user requirements.
  • Performed requirement walkthroughs with the development and QA teams with the aim to develop testing strategies and test plans such that test cases reflect user needs.
  • Worked extensively with MS office suite for preparing status reports. Provided project manager with regular status updates assisting the overall project management initiative.

Environment: Scrum, UML, HP Quality canter, WinRunner, Rational Clear Quest, Windows, MS Office, XML, TOAD, Ultra Edit, Rational Rose, Rally, TFS, JIRA.


Business Analyst


  • Analyzing the existing policies and procedures and providing the inputs to Executive Management Team to fit into the compass project goals.
  • Established project and system objectives with stakeholders.
  • Developed the Requirement Management Plan. Documented and managed requirements in Rational Req. Pro.
  • Drafted, reviewed, base - lined, and maintained system Use Cases.
  • Created System Requirement Specifications to include process flows and data mapping requirements.
  • Created test scenarios, test plans, and drafted test cases.
  • Guided the business users to develop UAT test strategy and develop UAT test scripts.
  • Created track back mechanisms to better analyze what segment of people responded to a particular offer.
  • Created shell scripts and cron jobs to schedule daily reports
  • Generated various Ad Hoc reports for the Analysts by running queries against the Teradata database.
  • Generated and ran QA scripts to verify the segmentation and offer assignment with the PM using Teradata
  • Performed segmentation validation manually as well as by using the AC tool

Environment: Rational Unified Process (RUP), UML, Dreamweaver, Rational Test Manager, DOORS, WinRunner, Rational Clear Quest, Windows, MS Office, Rational Rose, HTML, Windows.

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