SUMMARY

• 7 years of IT experience including 4 years in Salesforce.com Business Analysis, Systems Administration, Development, and Quality Assurance
• Comprehensive experience in all stages of teh Software Development Life Cycle (SDLC) in both Agile and Waterfall models
• Expertise in Requirements Gathering, Analysis, Project Documentation, and acting as liaison between business and technical teams
• Worked with major clients from varied domains including Healthcare, Banking, Telecom, Insurance, Energy and Utilities
• Proficient in creating Business Requirement Documents (BRD), Functional Specification Documents (FSD), Use Case Diagrams, Sequence Diagrams and Activity Diagrams prototypes, wireframes, and storyboards
• Experience working with global cross functional teams and coordinating with SME’s and stakeholders (Onsite - Offshore model)
• Hands on experience in conducting Joint Application Development (JAD) sessions with end-users, SMEs, Developers, QAs and other stakeholders for project meetings, walkthroughs and customer interviews.
• Experience in analyzing CRM business processes including Forecasting, Campaign management, Lead Management, Role Hierarchy, Territory Management, Order Management, Account Management, Case Management
• Expertise in Setup, Configuration, Customization, Administration, Data Migration & Mapping, and Integration of Saleforce.com applications
• Proficient in creating Roles, Profiles, Page Layouts, Record Type, and Assignment rule, Workflow Alerts and Actions, Reports, Dashboards, Outbound messaging, and Approval Workflows.
• Proficient in designing of Custom objects, Custom components, Custom fields, Role based page layouts, Custom Tabs & Custom Application
• Strong exposure to Security and sharing rules implementation at object, field, and record levels
• Experience in data migration from legacy systems using Data Loader.
• Knowledge in Salesforce.com SFA, Force.com Apex Classes, Apex triggers, Integration, Visual force, Force.com API, SOQL, and SOSL.

TECHNICAL SKILLS

Salesforce.com: Standard /Custom Objects, Workflows & Approvals, Apex Classes/Controllers, Apex Triggers, Visualforce Pages, Data Loader, Reports, and Dashboards

Tools: TFS, MTM, JIRA, SharePoint, Snagit, Balsamiq, SVN, Tortoise, Clear Case, SPSS

Languages: C, C++, Java, HTML, XML, CSS

Databases: SQL Server 2005/2008, MS Access, Oracle9i, Oracle 10g

Microsoft Tools: Office, Excel, PowerPoint, Project, Visio

PROFESSIONAL EXPERIENCE

Confidential, Naperville, IL

Business Analyst

Responsibilities:

• Involved in Salesforce.com Application Setup and Customization activities to fulfill teh functional needs of teh organization
• Interacted with teh business team and other stakeholders for Requirements Gathering, Analysis and implemented them on Salesforce.com platform
• Closely worked with SalesForce.com teammates while implementing solutions for teh requirements
• Worked on various Salesforce.com Standard Objects like Accounts, Contacts, Leads, Campaigns, Reports and Opportunities
• Designed, implemented and deployed teh Custom objects, Page layouts, Custom tabs, Components to suit to teh needs of teh application
• Created various profiles and configured teh permissions based on teh organizational hierarchy requirements
• Customized tabs for different business users groups and business centers
• Closely monitored teh development of Triggers, Apex classes and Visual force pages and ensured their alignment with teh requirements
• Created teh workflows for Automated Lead Routing, Lead Escalation, Alerts and Custom Coaching Plans.
• Experienced in teh use of Data Loader and scheduling timely data backup operations using Apex Scheduler
• Involved in handling data migration for teh objects like Users, Accounts, Leads, Contacts, Campaigns, Campaign Members, Quotes
• Implemented escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution
• Performed teh role of Support Engineer for teh internal users and helped them in getting used to teh Application, generated reports and saved them for further access to teh users
• Used a Sandbox for testing and migrated teh code to teh Production instance after all teh test cases were cleared
• Customized teh Dashboards to track usage for productivity and performance of business centers and their sales teams
• Worked with Salesforce.com Premier Support and handled teh support cases
• Provided training to teh internal users to use teh application and develop their own custom Reports

Confidential, Redlands, CA

Agile Business Analyst/ Salesforce Administrator

Responsibilities:

• Interacted with various business user groups, SMEs for gathering requirements for Salesforce implementation & developed and documented teh Business and Software Requirements.
• Developed Business requirement Document, performed Need Analysis, created Functional Specification and User Requirement Documents.
• Created Use Cases, Use Case Scenarios and Use Case Specifications.
• Liaised between teh project management team, developers, system designers and architects and business in crafting of teh solutions to meet business challenges.
• Act as a primary point of contact for Salesforce users on teh IT team on Salesforce usage/adoption concerns.
• Lead and develop strategy for enhancing systems to meet business needs, and mapped client business process and requirements onto teh capabilities of Salesforce.com and teh Force.com platform.
• Worked with various functions and end users to identify, document, and communicate standard business processes.
• Identified process flaws in teh current system and recommended business process automation in teh new system after analyzing and documenting AS-IS system and TO-BE system.
• Participated in cross-functional teams to address strategic and operational issues involving CRM and Salesforce instance.
• Implemented break fixes, business enhancements support, feasibility requests and administrative needs to Salesforce application users.
• Maintained system metrics and logs to track trends in usage & adoption, data quality & integrity, and application failures.
• Identified Salesforce usage problems and crafted technical / communication plans for remedial initiatives.
• Administered Salesforce setup functions for new users, roles, profiles, enforced security controls, permission settings and data access across fields, objects and at record levels, and maintained overall Salesforce configurations.
• Assisted in teh creation of various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as sales tool and configured various Reports for different user profiles.
• Worked with teh development team to design and deploy Custom objects, Entity-Relationship data model, validation rules on teh objects and tabs, Page layouts, Custom tabs, Components, lookup and master-detail relationships on teh objects and created junction objects to establish connectivity among objects.
• Utilized SOQL and SOSL to query and search for business data.
• Collaborated with teh QA team in reviewing and validating test plans and test cases, and ensure that teh application meets user requirements.

Confidential, Raleigh, NC

Business Analyst -Salesforce

Responsibilities:

• Worked for teh Speed-to-Value team at Confidential and pivoted teh saleforce.com implementation in agile methodology
• Interacted with various business team members to gather teh requirements and documented teh requirements i.e. teh product backlog.
• Analyzed teh Scope of teh Requirements, and managed requirements to avoid Scope Creep for each sprint
• Conducted daily standup meetings and made sure teh developments are on track for each spring
• Participated in User Story Grooming Sessions and other JAD Sessions
• Conducting UAT with teh Business users, gathered feedback and communicated teh same to teh development team.
• Reviewed teh test cases provided by teh QA team, provided feedback, and made sure they are aligned with teh requirements
• Created user Roles, Profiles, sharing settings, workflow rules-defined related tasks, email alerts, and field updates
• Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic Created new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to teh custom objects.
• Used field level security along with page layouts to manage access to certain fields
• Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool
• Configured various Reports for different user profiles based on teh needs of teh organization
• Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people

Confidential, Phoenix, AZ

Salesforce Developer/Admin

Responsibilities:

• Performed teh roles of Salesforce.com Developer and Administrator in teh organization.
• Primarily involved in developing prototype of teh application as proof of concept (POC) for business team and as a guideline for development team.
• Developed, configured and supported teh prototype application for its demo/UAT for various line of business from various cities, prepared deck for UAT & gathered feedback and followed up with further updates on teh prototype and related documents.
• Created prototype using HTML and CSS.
• Worked on various Salesforce.com Standard objects like Accounts, Opportunities, Leads, Campaign and Reports.
• Created various Custom objects, Tabs, Workflows, Reports, Apex triggers and validation rules for teh application.
• Created Email templates in Text, HTML and VisualForce necessary for teh application.
• Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in teh application.
• Used Data loader for all data adding, updating, and deleting, exporting data.
• Used Eclipse IDE for building scripts and deployment.
• Documented Salesforce fundamentals and reporting for easy understanding and navigation for users.
• Used Object Oriented Languages like C++, Java, J2EE, JSP, Servlets and other Java technologies.
• Used web technologies like HTML, XML, CSS, JSP, JavaScript, WSDL, and SOAP and databases such as SQL Server and MySQL.

Confidential, Detroit, MI

Salesforce.com Admin

Responsibilities:

• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage teh Workflow & Approvals
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured sharing settings
• Enabled network-based security and organization-wide list of trusted IP address
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Created teh workflows for automated lead routing, lead escalation and email alerts.
• Work closely with prospects/clients to identify technical requirements and technical infrastructure for CRM based enterprise solutions.
• Worked as enhancement team member and performed teh roles of Salesforce.com Administrator in teh organization.
• Worked closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed teh solution by customizing various standard objects of SalesForce.com (SFDC).
• Involved in teh maintenance of teh previous versions of teh product by addressing bugs and client issues.
• Responsibilities include defining integration architecture, documenting technical requirements, and identifying success criteria.
• Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and groups.
• Involved in integrating web service with SalesForce.com to load Leads back and forth from Salesforce.com to Legacy and vice versa.
• Developed and configured various Reports and Report Folders for different user profiles based on teh need in teh organization.
• Responsible for creating Sharing rules among all teh users in Different Roles and Subordinates.
• Responsible for creating Queues, Workflows rules and tasks to share and automate work to teh users in teh Queue.
• Created unit test cases and coordinated change requests to drive teh business requirements during Integration and Testing stages.
• Working with Operations Manager and users to determine business requirements, provide administrative support and design /implement solutions in Salesforce.com CRM.

Confidential

Senior Project Engineer

Responsibilities:

• Implementation of Maximo, teh IBM’s Asset Management Software for NV Energy
• Joined teh project midway, made sure teh business requirements were met and are accurate
• Performed gap analysis and shared teh results with teh respective teams
• Documented, tracked, and made sure teh old and new requirements are fulfilled
• Acted as a liaison between teh Business, Tech, Database and Learning solutions teams

Confidential

Responsibilities:

• Worked on teh Performance Management of teh T-Mobiles Network Management Systems (FCAPS)
• Run koala tool and generated PM adaptation related files and stored them in Clear Case
• Written and executed test cases for SCV Testing of new adaptations in a GC+RC setup
• Performed Regression Testing for teh already existing adaptations
• Generated reports using NSN’s custom reporting software, Report Builder