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Sr. Salesforce Technical Business Analyst/admin Resume

Harrisburg, PA


  • A talented diversified professional with 7+ Years of IT experience and Confidential .com CRM platform as Technical Business analyst, Administrator and a configuration engineer, seeking to add value to an organization by utilizing teh experience gained so far in project management, IT, SDLC, Confidential CRM solution
  • Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
  • Proficient in Agile Methodology.
  • Experience in acting as a liaison between offshore team and teh Business performing meeting facilitation, work plan creation, taskmanagement.
  • Accumulated extensive Confidential noledge and hands on experience on Sales Cloud, Service Cloud.
  • Expertise in configuring and administrating Confidential CRM environment.
  • Experience in Object Oriented Analysis and Design (OOAD) and understanding of teh Force.com architecture.
  • Extensive experience in lead, case management (Web - to-Lead, Email-to-Case).
  • Hands on experience in managing multiple projects and iterations within teh CRM application.
  • Experience in release, change management and extensive experience in analyzing organization processes, converting business workflows into exact Confidential .com workflows and configuring Confidential .com to meet business requirements.
  • Expertise using Apex Data loader for data management in force.com platform.
  • Implemented Customer portal, Knowledge base and Partner Portal in Confidential
  • Hands on Experience in setup and build for Patner community and Customer Community using Aloha Template.
  • Implemented security and sharing rules at object, field, and record level for different users at different levels of organization.
  • Hands on working experience in Role Hierarchy, Custom Profiles and public groups, permission sets creation and Expert in user management.
  • Implemented chatter to improve internal communication and enhanced customer service.
  • Excellent skills in creating/troubleshooting/modifying APEX code, S-Controls and Visualforce pages.
  • Extensive experience in designing of custom objects, custom fields, picklists, profile based page layouts, Workflow Approvals, Validation Rules, Approval Processes, custom Tabs, custom report types, reports, report folders, report extractions to various formats, Reporting Snapshots, Dashboards, and Email templates according to application requirements.
  • Used SOQL and SOSL for data manipulation needs of teh application.
  • Experience in working with Force.com IDE client application for creating, modifying and deploying Force.com applications.
  • Experience in creating unit test cases and coordinated change requests to drive teh business requirements during Integration and testing stages and reviewing teh application.
  • Possess strong communication and Interpersonal skills. Can quickly master and work on new concepts and applications with minimal supervision. Attention to detail, thoroughness, tenacity and an investigative drive to discover teh underlying causes of technical problems.


Confidential Technologies: Force.com platform, Apex Classes/Controllers, Apex Triggers, Lightning Pages/Components, SOQL, SOSL, Visualforce Pages/Components, Apex Web Services, Data loader, Validation & Approvals, Reports, Dashboards.

Confidential Tools: Confidential Agile accelerator, Force.com Eclipse IDE Plugin, Change Sets, Import Wizard, Force.com Data Loader, Dataloader.io, Force.com Excel Connector, Connect for Outlook, Exchange Sync, Informatica Cloud,CRM fusion, Apttus-Xauthor, Apttus CPQ, Grid Buddy, DupeBlocker, Flosum.

Web/Application Servers: REST, SOAP

Languages: Apex, C, C++, Java, J2EE, Java Script, JQuery, HTML, XML, SQL, CSS.

Other Tools: Informatica Cloud, Service Now, Request Center, ISIM. Sharepoint. Remedy.


Confidential, Harrisburg, PA

Sr. Confidential Technical Business Analyst/Admin


  • Gathering requirements from teh end users, driving design sessions for teh requirements to enhance teh Confidential functionality.
  • Interact with Developers, Architect, IT Director, Project Manager and SME to streamline teh business process following teh Confidential best practices.
  • Confidential User management expert working extensively on Roles, Profiles, Public Groups, Permission sets, Queues, Chatter groups, Page layouts, Record types, Managed package licenses etc; including Object, Field and Record level security.
  • Maintaining org wide defaults across objects and creating various criteria and owner based sharing rules.
  • Working with IBM security identity manager (ISIM) and request center to auto provision a new user / change access for an existing user in Confidential, which auto assigns permissions sets, public groups, and queues and managed package license from a model after user.
  • Working on Informatica cloud job to retrieve Confidential data into flat files and send to a desired location.
  • Streamlining teh organization hierarchy and created roles accordingly in Confidential ; work on visibility and security settings around them as required by teh business.
  • Working on standard Confidential objects such as Leads, Accounts, Contacts, Opportunities, Cases and customizing them as per teh requirements.
  • Creating Custom objects, Custom fields, Page layouts to organize fields, related lists and assigning it to respective record types and profiles.
  • Creating email to cases and assisted in web to lead project.
  • Creating workflow rules and defining related tasks, email alerts, and field updates.
  • Working on Dupeblocker application and created various dupe blocker rules and scenarios to stop dupes from user entry on standard and custom objects.
  • Created Environment setup plan, Migration document and checklist
  • Maintaining and populated configuration workbook in Sharepoint.
  • Working on GridBuddy application, where a user can combine data across multiple related objects into a single view and quickly mass update, create or delete number or records without navigating to multiple screens.
  • Working on Validation rules, Approval processes, Assignment rules, Process builder.
  • Working on partner community in lightening created using aloha template, designed teh home page layout created collaboration groups for partner users to communicate.
  • Working extensively on teh private and public chatter groups for various department’s users.
  • Creating and maintaining content, libraries and giving access to appropriate users.
  • Designed various types of email templates for auto response to customers.
  • Creating debug logs to identify teh errors and bugs in teh system.
  • Acting as a delegated administrator and gatekeeper approver for teh New/Change access requests put in teh request center and maintaining teh production access for 2500 internal and external users.
  • Creating custom report types, reports and assigning teh reports and dashboards to teh relevant users as requested.
  • Working with teh product owner to prioritize teh backlog manager and work assignments.
  • Grooming teh user stories, adding teh acceptance criteria and story points and assigning it to teh relevant developer.
  • Working extensively with teh QA automation team for designing and reviewing Test Plan and Test Cases for automation testing with Selenium and Jenkins
  • Moving teh components from developer instance to testing instance using Flosum tool.
  • Taking metadata backups for all teh developers in Flosum before refresh and applying back post refresh.
  • Working with Confidential inspector and Data loader for data seeding.
  • Knowledge in Confidential Apex Classes, Apex triggers, Integration, Visual force, Force.com API, SOQL, and SOSL.
  • Familiar with CTI Confidential application which is used to provide call center agents with click-to-dial and screen pop capabilities.
  • Working on Apttus X-author to add and update records for different objects from Excel while maintaining teh permissions, rules, and security of Confidential system.
  • Meeting with teh business for user acceptance testing sign off and getting approvals to move new Confidential functionalities and enhancements to production.
  • Involved in Production Support and triaging teh bugs which are being documented in ServiceNow.
  • Play a key role in implementing Individual, small group and large group business in Confidential for Capital blue cross insurance.
  • Working with Apttus CPQ team for teh integration of small and large group CPQ.
  • Conducting noledge transfer sessions to various new team members and off shore teams and managing their work assisting teh project manager.
  • Strong noledge & experience working in teams implementing Agile Methodologies.

Confidential, PA

Confidential Technical Business Analyst/Admin


  • Interacted with various business user groups for gathering teh requirements for Confidential implementation and documented teh Business and Software Requirements.
  • Worked as an engagement manager between teh client and teh offshore team.
  • Worked in Agile methodology environment including Test Driven Development with Continuous Integration/Delivery, using JIRA for monitoring teh projects, Configured teh Confidential .com environment.
  • Involved in Requirements gathering, Conceptual Design, Analysis, and Detail design UI, Development and System Testing.
  • Worked on all custom configurations and out of teh box functionalities in Confidential .
  • Participated in setting up teh customer and partner communities.
  • Setup a Web to lead form which replaced teh Contact Us Page on teh client website.
  • Proposed teh new data model and developed teh backend logic for teh pages to save them in Confidential .
  • Created Custom Objects and defined lookup and master-detail relationships on teh objects. Also created junction objects to establish connectivity among objects.
  • Developed teh customer and partner community portal home page.
  • Support sales executives by addressing their tickets related to Confidential queries.
  • Responsible for User Management, (New Hire/Termination/Promotion).
  • Creating new Profiles, Roles, Permission sets and managing OWD.
  • Used Confidential for wealth management for comprehensive client information including financial accounts, investment preferences, and addresses.
  • Developed and configured various Dashboards, Custom Reports and Report Folders for different user profiles specific to teh wealth management process.
  • Data migration and updates through Data Loader in Confidential .com.
  • Created drop downs for teh tabs on partner portal.
  • Set up teh service cloud implementation for customer’s communication and for raising funding requests and they can create a case regarding their Application.
  • Developed workflows to auto generate proposal letter when teh Opportunity Status is approved.Time-based workflows depending on teh requirement.
  • Worked on Inbound and outbound change sets to deploy teh metadata from one environment to different environments.
  • Weekly change management and deployment.
  • Monitor Confidential release management cycles.
  • Work with Confidential support during critical outages.


Confidential Technical Business Analyst/ Admin


  • Interacted with various business user groups for gathering teh requirements for Confidential implementation and documented teh Business and Software Requirements.
  • Configured teh Confidential .com environment.
  • Worked on various Confidential .com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports and Dashboards and worked on Service Cloud to improve teh functionality.
  • Created Custom objects to build new application functionality in teh Confidential .com.
  • Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
  • Created email templates, approval processes, approval page layouts and defined approval actions on them to automate teh processes.
  • Created new user accounts and configure Confidential .com to fit security needs at teh user and organization levels.
  • Created Custom Profiles, Public Groups and Roles to distribute user rights and functionality.
  • Responsible for understanding teh data migrating requirements and analyze data to be loaded from legacy systems to Confidential .com.
  • Involved in data mapping and migration of data from legacy systems to Confidential .com Objects and fields.
  • Provided custom reports and dashboards to support teh needs of teh users and executives.
  • Experience with Remedy ticketing tool. Resolving tickets was an interesting part and understanding teh instance of a ticket and why teh ticket has been created.
  • Set up Confidential Knowledge to enhance teh customer service and also used Data Categories to control teh accessibility of teh articles.
  • Used agile methodologies to minimize teh risk by developing software in short amounts of time.


Business analyst


  • Collected and evaluated business requirements, functional specifications, project schedules, documentation and test plans.
  • Record requirements and business process information via interviews with key business users.
  • Comprehensively work with requirement gathering for Enterprise reporting system using Requisite Pro.
  • Functioned as teh primary liaison between teh business line, operations, and teh technical areas throughout teh project cycle.
  • Developed business process models in RUP to document existing and future business processes.
  • Performed extensive requirement analysis including data analysis and gap analysis.
  • Experience working with XML application interface developers in order to work on web centric web portal.
  • Developed Requirement Traceability Matrix (RTM) to view teh coverage of Business.
  • Requirements till Test cases. dis Traceability was also used for project close activities.
  • Worked with teh concept of Reconciliation in order to perform teh data analysis.
  • Provided training and supported application developers in teh use of Change Management and Change Control tools and procedures. Involved in lot of Customizations, Enhancements, Updates and changing functionalities of web pages and User interfaces.
  • Prototyped teh application, providing screen shots for better visualization.
  • Developed business requirement specification documents as well as high-level project plan.
  • Established a business Analysis methodology around teh RUP (Rational Unified Process). Helped develop use cases, project plans and manage scope.
  • Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, OOD using UML
  • Designed and developed project document templates based on SDLC methodology.
  • Implemented QA testing and report/data validation with basic SQL queries.
  • Developed requirement reports for day-to-day retail banking needs for opening account, online baking using Rational SoDA.
  • Played a key role in teh planning, testing, and implementation of system enhancements and conversions. Partnered with teh technical areas in teh research and resolution of system and process problems.
  • Analyzed research on operational procedures and methods and recommend changes for improvement - with an emphasis on automation and efficiency.
  • Implemented benchmarking activities to identify best practices.
  • As necessary assisted with teh process of identifying and recommending vendors, and assisted with teh vendor relationship

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