Business Systems Analyst Resume

SUMMARY

Seasoned, organized and passionate Salesforce.com specialist; experienced in working with various functional departments to ensure optimal utilization of the platform. Strong problem solving, critical thinking and troubleshooting skills. Ability to train and mentor management, staff and third party vendors. Strong ability to bridge the gap between business users and technical staff. Keen attention to details, strong business acumen, and ability to manage multiple projects in a changing environment.

PROFESSIONAL EXPERIENCE

Confidential

Business Systems Analyst

Partnered with salesforce.com consultants and business SMEs to deliver detailed design and configuration of salesforce.com CRM solution for over 4000 users worldwide; managed all aspects of the solution administration including Sales Cloud, Service Cloud, Chatter and AppExchange
Identified multi - geographical sales operation improvement projects and promoted new salesforce.com features and functions in response to business needs
Worked closely with the management to execute salesforce.com and AppExchange applications strategic requirements
Led Citizen Developer initiative (empowering and enabling business users to create new business applications for consumption by others). The initiative resulted in 60 projects saving Corporate IT over 2000 man-hours for 2015
Built and implemented salesforce.com release management system used for technical and business approvals of project requirements and designs
Built strong partnership with the organization readiness team in preparation of training materials and in training new end users on the salesforce.com CRM solution
Mentored junior salesforce administrators, business analysts and business users
Served as a front line manager for Salesforce.com off-shore team

Confidential

Project Manager / Scrum Master

Implemented a foreign remittance product for Wachovia Securities (Dinero Directo Card) that customers may use to send money to friends and family. The product is used at any ATM in the Visa/PLUS network, which consists of more than 950,000 ATMs in 160 countries
Drove the initial integration of Agile methodologies into a historically waterfall based team. Helped establish Agile Project Management methods as applied to large projects and achieve integration and balance with the rest of the organization
Coached and led a team in implementing an agile methodology pilot project. The main goal of this pilot was to reduce lifetime cycle and to increase the overall productivity of the team

Confidential

Senior Business Systems Analyst

Implemented complete CRM solution for DIRECTV Service website. It was created to provide inquiry information to the individuals responsible for servicing their customer base
Implemented complete CRM solution for Blue Cross and Blue Shield provider locator. It was created to assist callers with locating a healthcare provider within the US, Jamaica and Puerto Rico
Drove the implementation of AllFusion Process Modeler to improve gathering business requirements
Participated in evaluation and implementation of Change Point system. Provided recommendation to Change Point system modification to satisfy company needs

Confidential

Project Leader

Designed and implemented enhanced customer profiling, data management, program tracking and imaging tools widely adopted by over 500 users at the state level across multiple US states
Identified and resolved major systems glitches causing disruption to system performance. Cut downtime from daily impact to random occurrences
Changed the fundamental structure of programs and introduced smart system processes that streamlined the technical make-up of programs and applications
Removed several thousand lines of code. Dramatically improved program functionality and provided easier access to information
Consulted with programmers on the development of a Windows-based system that mirrored the existing DOS-based platform. Ensured a smooth transition from legacy to new applications