PROFESSIONAL SUMMARY:

• Over 8 years of IT experience in the CRM space with in - depth knowledge of Salesforce objects, Sales Performance Management, Sales Forecasting, and Case Management processes
• 5+ years of experience in analyzing business requirements, preparation of Business Requirement Documents, configuration, administration, testing,, rollout and user support
• Extensive experience in using Lead Management & Conversion, Sales Territory Management, Case Management and User Management
• Experienced in supporting AP, AR and GL modules in Oracle eBusiness Suite
• Experienced in various phases of Software Development Life Cycle (SDLC) including Configuration, Development, Testing, and Rollout
• Implemented SalesForce, configured and maintained user security and accessibility using Roles, Profiles, Permission Sets and Sharing Rules in compliance with organizational needs
• Designed Salesforce Custom Objects, Triggers, Workflows and Approval Processes with automated alerts and field updates according to application requirements
• Developed Lookup Relationships, Custom Formula Fields, Field Dependencies, Validation Rules
• Designed Reports, DashBoards, Page layouts, Visualforce Pages to organize fields, custom links, related lists and other components on record Detail and Edit pages
• Migrated data using Apex DataLoader, DemandTools and Informatica Cloud
• Expertise in performing data migration from applications like Oracle EBusiness Suite and legacy Salesforce instances
• Knowledgeable in Salesforce integrations with Marketo, CongaComposer, InsideSales, ZoomInfo, Chargent and Gainsight
• Skilled in establishing priorities, self-monitoring progress and updating stakeholders and teams on status
• Excellent communication and interpersonal skills, accustomed to working in both large and small team environments

TECHNOLOGIES:

CRMs: SFDC, Oracle CRM

ERPs: Oracle eBusiness Suite, Upgrade of Oracle projects

Scripting and Programming: SOQL, SOSL, PL/SQL, SQL Plus, TOAD, VB, HTML, C

Database: Oracle 11G, SQL Server, Access

Projects: Microsoft Project & other M/S tools

Operating Systems: MS Windows 98/2000/XP/Vista, Linux/Unix

Integrations: Confidential, Marketo, Conga, iSell, ZoomInfo, InsideSales, Chargent

WORK EXPERIENCE:

Salesforce Administrator/Business Analyst

Confidential, CA

Responsibilities:

• Supported Sales Operations and Customer Service Teams using Jira Ticketing System
• Implemented Partner Portal/Communities for SMB & Enterprise Partners
• Presented cost-benefit analysis on ZoomInfo versus iSell to senior management and helped select ZoomInfo
• Implemented Marketo, ZoomInfo, and Conga Composer
• Developed and implemented Sales Pipeline process in Salesforce
• Streamlined document presentation to customers on billing/payment using Conga Composer
• Reconfigured Chargent setup to connect appropriate objects in Salesforce
• Tightened security by privatizing OWDs for Custom Salesforce Objects and giving appropriate users access through Roles, Profiles, Permission sets and Sharing rules
• Migrated data from legacy instance into a separate instance for new business
• Using Apex Data Loader, uploaded Serial tracking information of devices sold to customers
• Set up workflows, approval processes, validation rules, formulas, dependent picklists and new record types
• Administered user onboarding/offboarding
• Downloaded Top 100 companies in verticals like Healthcare, Hospitality, Auto Dealerships into Salesforce using VLOOKUPs with ranks as Leads; Also updated existing leads/accounts with appropriate ranks

Business Analyst/Salesforce Administrator

Confidential, CA

Responsibilities:

• Responsible for interpreting business requirements and configuring Salesforce to meet business needs
• Configured the application for users with various job responsibilities and provided appropriate access to data using Profile, Role, Permission Set and Sharing Rules
• Configured various Reports and Dashboards for Marketing, Sales and Support organizations
• Managed territory remapping and sales personnel changes using Lead/Account Transfers and Lead Assignment rules
• Developed triggers and modified Visualforce pages and email templates
• Performed testing of changes including integration test and User Acceptance test in SandBox before creating change set and deployment to production organization
• Developed Case Assignment Rules when the cases were required to be rerouted to different queues

Business Analyst/SFDC Support

Confidential, CA

Responsibilities:

• Developed Business Requirement Document for Sales Analysis application
• Reviewed the requirements with business team and prioritized requirements for phased delivery
• Supported users on Oracle Finance module and Customer Support module
• Developed, trained and supported on a HelpDesk application
• Developed Matrix Reports and Dashboards to show sales by Product, Territory, and Customer Industry
• Designed Page layouts, workflow rules, workflow tasks, emails alerts and Field Updates to track customer related tasks and activities
• Migrated data using Apex DataLoader and Informatica Cloud
• Collaborated with other team members during development, testing and rollout phases

Business Analyst/ SFDC Admin

Confidential, SFO, CA

Responsibilities:

• Responsible for gathering requirements for a Case Management System and implementing the same on salesforce.com platform
• This application took into account various types of cases requiring multiple Page Layouts depending on Record Types and Profiles
• Created custom Reports and Dashboards to show Case Management metrics such as changes waiting for response/resolution for more than certain number of days
• Maintained data cleanliness and accuracy by adding custom validation rules, custom formulas , reports and dashboards
• Developed alerts using workflow and custom Email Templates
• Demonstrated ability to effectively work in team environment with varying skill set levels

Business Analyst/SFDC Administrator

Confidential , S unnyvale, CA

Responsibilities:

• Conducted requirement gathering sessions with business stakeholders to customize CRM Portal
• Reviewed design components with team members and included review comments into the design specifications
• Developed workflow processes for automated notifications on business conditions
• Created Custom page layouts and Mini Page layouts to organize fields, related lists and other details on a record detail and edit page
• Performed Administration tasks like User Management, Data Management, creating and managing roles and profiles
• Developed Validation rules to prevent bad data from being entered
• Have good working knowledge in querying salesforce.com database using SOQL & SOSL queries
• Designed Page layouts, workflow rules, workflow tasks, emails alerts and Field Updates to track customer related tasks and activities
• Designed summary, matrix reports, report folders and dashboards based on business metrics required
• Scheduled reports to be delivered on daily, weekly and monthly basis

Business Systems Analyst/Admin

Confidential, Fremont, CA

Responsibilities:

• Identified business team for defining requirements for a new eLearning system
• Developed Entity-Relationship data model required for new objects and custom fields
• Reviewed mock-ups with users to get acceptance before full development and configuration
• Utilized use cases to demonstrate functionalities in the new system
• Developed test scripts for end to end testing and assisted users in testing the system
• Configured the application for users with various job responsibilities and provided appropriate access to data
• Created reports to analyse data based on region, size and ethnicity
• Reviewed data for accuracy, completeness and integrity

Business Analyst/IT Support

Confidential, San Jose, CA

Responsibilities:

• Conducted systems requirement study and created Business Requirement Documents for Sales Forecasting
• Created test scenarios and assisted users in User Acceptance Test
• Escalated system issues to Systems Management and Engineering team for adequate and timely responses
• Developed Visual Basic programs for creating an Incident Management application
• Trained users in navigating through the application to enter Incidents and run reports
• Performed User Administration tasks in Oracle ERP
• Developed custom reports using Crystal Reports
• Supported Oracle ERP users in identifying and resolving system related issues
• Assisted in enforcing use of proper policies and procedures of IT Help Desk