SUMMARY:

• 20 years of work experience in the IT industry, of which 15 years specializing in Sales and Marketing tools, such as Salesforce, Teradata APRIMO Marketing Tool, TRM, Siebel CRM, Oracle CRM, and Clarify CRM.
• Worked in various levels from project management, business analyst, solution architect, functional lead, and technical lead on various CRM projects.
• Implemented CRM, Financial, and Ordering systems for various clients including Telecom, Insurance, Financial, manufacturing and dairy industries.
• CRM Business Analyst with expertise in requirements gathering, process definition & optimization, solution definition, functional requirement, writing use cases, test scenario and cases, architecture solution, re - engineering processes, design, configuration and performing testing.
• Hands-on experience in Salesforce.com, APRIMO Marketing Tool, TRM, Siebel, Oracle, Clarify and various in-house financial applications.
• Managed multiple projects in challenging environment and overseeing the outsourced work.
• Designed and developed various custom applications in Salesforce.com platform.
• Well organized with strong work ethic and effective follow-through, committed & motivated team player
• Experience developing collaborative relationships and partnerships with the business and technology departments that drive business results
• Proven analysis experience in global implementations of various CRM projects including Salesforce
• Working knowledge of TD APRIMO Campaign, Segmentation, Interaction, Workflow and Admin functionalities
• Working knowledge of Salesforce.com tools and functionalities and familiar with Visualforce and Apex
• Working knowledge of Campaign and Lead management in Teradata APRIMO Marketing tool, Salesforce.com and TRM (Teradata Relationship Management) system.
• Worked on Oracle, SQL Server, MS Access databases and SQL, PL/SQL, Centura, Actuate Reports, SQA Robot, PVCS, VSS, MS Office (Visio, Excel, Power point, Word), Unix and Windows.

ASSIGNMENT HISTORY:

Business System Consultant

Confidential, San Francisco, CA

Responsibilities:

• Involved in analysis & designed activities to support the Multi-Channel Lead Management initiatives, which include Store Channel, Auto Dialer, Email, Inbound Channels
• Supporting ongoing design and development phase and performing the UAT and regression testing of Multi-Channel Lead Management Systems.
• Partnering with multiple Marketing Group (Enterprise, MB, Channel partners), IT Groups to design and develop various ongoing projects.
• Working on day to day production issues related to various leads and Campaign management in Teradata APRIMO, TRM and various databases in Teradata

Senior Business Analyst/Release Manager

Confidential, Alpharetta, GA

Responsibilities:

• Supported ongoing deployment and implementation of Salesforce.com and Teradata APRIMO Marketing tool across the enterprise, which includes supporting the management and execution of enhancement initiatives to expand platform capabilities.
• Facilitated requirements gathering session with stakeholders and IT and writing Business and functional requirements.
• Involved in ongoing design and development phase and performing the UAT and regression testing.
• Conducted daily and weekly calls with the team members and follow-up the issues and its resolutions.
• Solution & Designed the Campaign and Lead functionalities including user interfaces, Assignment rules, and business rules for various Lead record types and built multiple support applications in Salesforce.
• Worked with marketing executives and regional marketing teams to create and execute marketing campaigns in APRIMO including Segmentations, Interactions and Outbound message and Workflow.
• Improved productivity by training end users and written various user’s handbook on automation tool
• Resolving issues around Campaigns, Leads, Segmentation and Interaction in APRIMO and Salesforce.
• Performed day to day administration of Teradata APRIMO, Salesforce.com (Data issue, Profiles, Roles, Permission Set, Sharing Settings, Queues, Public Group, Resetting password etc.) and working on production ticket related to Campaign, Segmentation, Interaction, Leads and other data issues.
• Managed Bi-Monthly releases of ongoing projects for APRIMO Marketing tool configuration and Customization.

Senior Business System Analyst

Confidential, Charlotte, NC

Responsibilities:

• Facilitating requirements gathering session with business SMEs and IT
• Writing business and functional requirements
• Involve in ongoing design and development phase and performing the testing.
• Supported deployment and implementation of Salesforce.com and Siebel CRM across the enterprise
• Involved in resolving day to day production issues and to follow up for its resolution
• Performing routine and basic administration of Salesforce.com instance(s) as and when needed.
• Re-engineering the process definition document and process flow diagram of an existing Sales and service processes.

Business Analyst

Confidential, Alpharetta, GA

Responsibilities:

• Supported deployment and implementation of Salesforce.com and Siebel CRM across the enterprise.
• Worked closely with platform users, IT, and third parties to ensure performance and functionality of the platform.
• Gathered, Reviews, analyzes, and evaluates business requirements regarding new systems needs and existing system enhancements and delivered Functional Specification Documents for Salesforce.
• Defining, coordinating, and executing user acceptance test on behalf of, the business units.
• Performing routine and basic administration of Salesforce.com instance(s) including: managing users and its access, custom fields, Formula fields, objects and developing custom reports.

Business Analyst

Confidential, Alpharetta, GA

Responsibilities:

• Conducted requirements gathering, gap analysis, process definition & optimization and solution design to implement new services on end to end Sales, Marketing and Ordering platform in Confidential & Confidential .
• Delivered functional requirements document supporting company business objectives.
• Involved in writing and executing test plans, test Cases for UAT and BVT ensuring the system met the overall business requirements and worked closely with the business users during the testing phases.
• Implemented the Collaboration manager module in Siebel platform to engage the Sales Support team to collaborate with the Sales team.

Business Analyst

Confidential, Alpharetta, GA

Responsibilities:

• Involved in all the phases of Marketing, Sales, Ordering automation implementation
• Conducted requirements gathering, gap analysis, process definition & optimization.
• Contributed in architecture solution, process definition, data modeling, data mapping, conversions and integration with various interfacing systems.
• Created use case diagrams, activity/sequence diagrams and analyzed dependency.
• Involved in writing and executing test plans, test Cases for UAT and BVT

Environment: Siebel 7.5/7.8, Siebel Tools, Oracle 9i, Sun Solaris & Win 2000

Business Analyst

Confidential, Miami, FL

Responsibilities:

• Conducted requirements gathering and gap analysis.
• Contributed in architecture solution and user interface design.
• Developed the functional requirement documents.
• Worked on streamline the Call Center processes.

Environment: Clarify 12.0, Call Center, Support, Oracle 9i