SUMMARY

• Experience Creating Custom Objects, Custom fields, Standard fields, Formula fields, Page layouts, Custom Tabs, Standard Tabs, Reports, Dashboard, Workflow, Process Builder and Email Templates.
• Extensive business knowledge and customization experience on various standard objects: Leads, Accounts, Contacts, Opportunities, Reports & Dashboards.
• Gathered information from various sources and evaluated them according to the client’s need.
• Experienced in analyzing business requirements, Understanding Entity Relationship diagram and implementing them to Confidential Custom Objects, Junction Objects, Master - Detail relationships, Look-Up relationships.
• Experience in Administration, Configuration, Implementation and Support on Confidential .com platform.
• Designed custom formula fields, field dependencies, validation rules, workflow rules and approval processes for automated alerts, field updates and email generation according to application requirements.
• Customized page layouts, search layouts, custom links, related lists and other components on a record detail and edit pages as per the business needs.
• Worked on various Confidential .com standard objects like Accounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Reports and Dashboards.
• Strong knowledge on Service Cloud concepts such as Knowledge, Case Management, and Live Agent Chat.
• Good experience in implementing Sharing rules, permission sets, Field level Security, and Record-level Security.
• Strong knowledge in developing web applications using HTML, CSS, JavaScript
• Manage User accounts, Profiles, Permission sets, Roles.
• Good work experience on Confidential Classic, Confidential Lightning, and Lightning App Builder.
• Experience with Apex DataLoader
• Experience with Atlassian suite of tools (JIRA, Confluence)
• Experience using Slack communication tool
• SFDC Tools: DocuSign, Data Loader, Visualforce pages, Eclipse for force.com, Demand Tools, Cast Iron, Visual,
• Proficient in MS Suite: Visio, Word, Access, Excel, Outlook and PowerPoint

TECHNICAL SKILLS:

• Windows Active Directory, CORD, Chicken of the VNC,
• VMware/Fusion, SSH Terminal, LDAP, Exchange 2000,
• Terminal Services, AnyConnect, Cisco VPN,
• Citrix Clients,/Desktop Support, Symantec/Norton Anti-Virus,
• Internet Explorer, Firefox, Safari, WebEx Meeting Conference and Remote Desktop Support,
• SQL Developer, Network Knowledge of TCP/IP, Ethernet

PROFESSIONAL EXPERIENCE

Confidential

Functional Business Analyst

Responsibilities:

• Configure and customize Confidential  Sales and Service applications
• Create new custom objects, fields creation, page layout, custom tabs, reports, communities, lightening, and components
• To administer Confidential and Steelbrick CPQ for the Sales Team
• Maintain and optimize product, pricing, discounting and workflow configuration to ensure ongoing compatibility with changing selling models.
• Act as Product Owner for Confidential small changes and projects; providing system and business process expertise to ensure solutions meet user requirements and adhere to best practices, and providing assistance with the development and testing of solutions where appropriate
• Act as Confidential expert user for the Sales Team, guiding management and user groups on Confidential best practice and highlighting opportunities to exploit Confidential features to improve process efficiency and increase revenue.
• Maintaining and continuously improving workflows to drive process efficiency and maximize customer-facing time for sales representatives maintaining CPQ configuration to ensure ongoing compatibility with selling models
• Build and maintain reports and dashboards to ensure sales representatives, sales management and other users have access to critical sales data.
• Assist business users in uploading data to Confidential using Apex DataLoader to minimize the manual effort required to load large data sets.
• Monitor and maintain external integrations with Confidential, working with Global Technology to troubleshoot issues, and ensuring integration impacts are understood and mitigated as part of any system changes.
• Use Process Builder and workflow tools to improve and build new workflows that continually improve process efficiency and maximize customer-facing time for sales representatives.

Senior Confidential Administrator

Confidential

Responsibilities:

• Helped and supported 1000 users on Service Cloud.
• Confidential Certified Administrator working in Confidential Sales Cloud and Service Cloud.
• Worked on Incident,answered, and addressed Confidential Support request on FreshService ticketing system from users, regarding on the Confidential issues and other app issues
• Planning, Requirement Gathering, Design, Build, Migrated and Trained the whole Paycertify team to transition to Confidential lightning.
• Attended daily stand-up meeting with BA, Confidential Developers and Confidential Architecture.
• Gathered user stories and work on their requirements.
• Used Full and Staging sandbox for testing environment and then move to the Production by using the Change Set.
• Used Data Loader for insert, upsert, update and bulk import or export of data from Confidential Objects. Used it to read, extract and load data from comma separated value (CSV) files.
• Supported Users on Standard Objects and custom objects.
• Created Custom Fields, Validation Rules, Formula Fields on Standard Objects.
• Created and Edited Page Layout based on the Record Type or Profiles.
• Created Workflow, Process Builder, and Approval Process for Business requirement.
• Created Email Templates, Email Alert, Field Update, Tasks and Outbound Messages.
• Created Reports and Dashboard for different Team.
• Rally, Jira, Agile Accelerator to manage project and user stories through project life cycle

Confidential

Responsibilities:

• Confidential Certified consultant with experience in Confidential Sales Cloud, Service Cloud, Communities, Marketing Cloud.
• Helped and supported 10000 users on Service, Sales
• Clients included CVS, Entergy, BMO Bank, Amazon, Ebay
• Created Roles, Profiles, Groups and Permission Set.
• Created new users and assigned those users to Roles, Profiles, and Permission Set.
• Supported Users on Standard Objects like Leads, Accounts, Opportunities and Contacts.
• Created Custom Fields, Validation Rules, Formula Fields on Standard Objects.
• Created and Edited Page Layout based on the Record Type or Profiles.
• Created Workflow, Process Builder, and Approval Process for Business requirement.
• Created Email Templates, Email Alert, Field Update, Tasks and Outbound Messages.
• Created Reports and Dashboard for Team.
• Created Reports on how Leads populate into Opportunities.
• Used Full and Staging sandbox for testing environment and then move to the Production by using the Change Set.
• Helped IT Team setup Okta with Confidential for Single Sign on.
• Fixed Lightning Platform Browser Issue.
• To administer Confidential and Steelbrick CPQ for the Sales Team
• Maintain and optimize product, pricing, and discounting and workflow configuration to ensure ongoing compatibility with changing selling models.
• Act as Product Owner for Confidential small changes and projects; providing system and business process expertise to ensure solutions meet user requirements and adhere to best practices, and providing assistance with the development and testing of solutions where appropriate
• Act as Confidential expert user for the Sales Team, guiding management and user groups on Confidential best practice and highlighting opportunities to exploit Confidential features to improve process efficiency and increase revenue.
• Maintaining and continuously improving workflows to drive process efficiency and maximize customer-facing time for sales representatives maintaining CPQ configuration to ensure ongoing compatibility with selling models
• Build and maintain reports and dashboards to ensure sales representatives, sales management and other users have access to critical sales data.
• Assist business users in uploading data to Confidential using Apex DataLoader to minimize the manual effort required to load large data sets.
• Monitor and maintain external integrations with Confidential, working with Global Technology to troubleshoot issues, and ensuring integration impacts are understood and mitigated as part of any system changes.
• Gather high-level business requirement from stakeholders and translate them into functional requirement for Confidential App development
• Conduct brainstorming sessions with the development team to actively involve them during the requirement stage level analysis.

Confidential, Columbia, MD

Responsibilities:

• Leading and coaching the organization in Agile Methodology and Scrum framework to manage complex product development.
• Coaching the development Team by: helping the Team to create high - value products for stakeholders
• Facilitating all 4 scrum events (Sprint planning, Daily scrum, sprint review and sprint retrospectives) to ensure definition of done to Product Owner.
• Lead the team in Cisco product delivery and ensure that product vision, mission, purpose is understood and work with development team to execute and deliver.

Confidential Administrator/Developer

Confidential

Responsibilities:

• Address Company wide SFDC Administration/Developer business needs and issues, such as Customer Support, Sales Support, Data Management, User Management, Customization to tailor towards user needs and wants, New Hire accounts setup, User access level administration, Dashboard and Reports Management, Administration of Sharing Rules and setup, Administration of Accounts and Contacts Import/Export Management, troubleshooting user issues, Testing setup/customization in test environment Sandbox, Management and upkeep of Organization licenses and profile, etc..
• Business Processes, Sales and Service Cloud Automation
• Proficient in Approval Processes, Workflow rules, Validation rules, Importing, Exporting Packages.
• Proficient is SFDC Service Cloud Console, Knowledge Base and Customer Portal Setup.
• Apex classes/Triggers, Visualforce pages

Configuration Manager

Confidential

Responsibilities:

• My duties are to manage the Change Management process for Environment to Environment, Change Set and data migration, Sandbox Management.
• Leverage Confidential to meet complex process and reporting requirement; identifying, developing reports and dashboards; creating and managing all Confidential reporting and dashboard functions.
• Monitoring Confidential .com usage for compliance; maintaining security for Confidential .com data; Interfacing with business analysts and technical staff and be responsible for delivering complete work product.
• Implementing App Exchange platform; responsible for documenting design, perform unit and system testing, and record test results.
• Researching integration issues and working closely with team members on operations and development staff

Confidential

Responsibilities:

• Day-to-day administration of Cisco IP Telephony/Cisco Unity for voicemail and administration of Cisco Call Manager 3.2, 5.1 and Cisco Unity 3.1. Represented Radian NY Desktop and Telephony team in weekly conference meetings with Dayton, London and Philadelphia. Headed remote desktop software deployment via the Marimba suite
• Supervised day-to-day activities of CompuCom consultants, interns, and temp staff on various projects; set up all new employee workstations with proper network, hardware & software configurations
• Managed user accounts utilizing Active Directory; provided Exchange support to Outlook clients and managed user security in-house document imaging system; implemented wireless solutions for PDA phones, Blackberries and other mobile devices requiring remote access to e-mail, calendar and contacts
• Handled day-to-day administration of Citrix servers and addressed user calls relating to Citrix and VPN based services

Software: Windows Active Directory, CORD, Chicken of the VNC, VMware/Fusion, SSH Terminal, LDAP, Exchange 2000, Terminal Services, AnyConnect, Cisco VPN, Citrix Clients,/Desktop Support, Symantec/Norton Anti-Virus, Internet Explorer, Firefox, Safari, WebEx Meeting Conference and Remote Desktop Support, SQL Developer, Network Knowledge of TCP/IP, Ethernet