OBJECTIVE:

• Looking for an opportunity to play a vital role as a Salesforce Developer consultant in Customer Relationship Management applications.

SUMMARY:

• 16+ years’ Professional Experience in IT CRM Space and Industry Experience in Banking, Telecom, Manufacturing, Retail, Public Relations and Social entertainment
• 6+ years in Salesforce experience in the areas of Sales cloud, Service cloud, Froce.com, Marketing cloud, Community cloud Org, Strategy, Data Migration, Security and Integration
• Having experience in the areas of System Study, Data Analysis, Account Manager’s Actions Tracking & Measurement, Lead Conversion process, Account & Contact on - boarding and Management, Products & Games on-boarding, Deal sets and deals Management, Quote Management, Order Management, Pre & Post Order Management, Case Management, Event Management, Hedge Fund management, VIP Customer Management life cycle.
• Strong understanding in Apex Design Patterns, Lightning Components, AURA framework and Salesforce Connect.
• Good experience in Apex programming in developing Triggers, Apex Controllers, Apex Classes, Apex Classes Test coverage, and Visualforce Pages.
• Integration experience in BULK API CLI, REST API, Apex REST Call out Services, SOAP API, CURL. Tools knowledge on ANT migration tool, Github, Force.com IDE, Eclipse IDE, Workbench, Pentaho ETL, Informatica ETL, Chiper Cloud, oAuth, AWS S3 back up, Atlassian JIRA
• Strong Workflow Automation experience in developing dataload though Apex DataLoader CLI, Process builders, Workflows, Approval Process, Assignments rules, Auto-response rules.
• Work closely with business / analysts to gather business requirements, design business processes, setup, configure, customize, problem solving and troubleshooting, document business processes, user guides, functional, technical and test case documents as per client standards.
• Excellent Intra-personal and communication skills, work experience in onsite offshore model. Having ability to lead, design, develop and deliver complex solutions / projects on time. Excellent analytical, design, modeling trouble shooting and problem solving skills in Salesforce CRM application.

TECHNICAL SKILLS:

Key Skills and Knowledge: CRM Application Salesforce could, Service cloud, Force.com cloud, Siebel CRM and Microsoft CRMRelated tools: BULK API, REST API, SOAP API, CURL, Pentaho ETL, Informatica, Vertica database, (WSC), JSON, SOQL, SOSL, JavaScript, JQuery, AJAX and HTML/XHTML,IDE/support: Eclipse Force.com IDE, Workbench, githubDefect tracking: JIRA, Remedy, GIMSProject Management: EOS tool, JIRA, PMSmart, MS Project plan, iPlan, Version control: github, ANT,VSS, CVS, PVCS, Buzzsaw, AWS S3 backup. Monitoring Tools: Topaz, Site scope, HP Openview

Databases: Oracle and SQL Server 2000, MS Access

Languages: Apex, SOQL, SOSL, SQL, PL/SQL, Java, Pearl, Python, Go, C++, C, Pascal, COBOL, HTML, DHTML, VBScript, eScript

Development Tools: Visual Basic 6.0

Operating Systems: Unix and Windows

Others: OBIEE 10.x, SAP ECC 5.0

PROFESSIONAL EXPERIENCE:

Management Salesforce Consultant

Confidential, CA

Responsibilities:

• Analyzed business requirements, prepare taxonomy document and the Functional Specification and possible solution approaches.
• Involved in Product fitment discussion for SOS and Wave Analytics features with Salesforce Inc.
• Daily monitor for all key critical processes such as Case flow, Bulk load flow, REST Integration flows, Pre-churn counts from data science and Daily onboard VIP Players.
• On-boarding and off-boarding new games into the VIPER system
• Design, Development and Monitor Daily VIP player & game data pull from HP Vertica game database system Apex BULK API Dataload CLI utility tool and Pentaho Data Integration ETL (KTR/KJB).
• Lightning upgrade journey is kick-started, Aura custom component development using Lightning Builder and pre-demo to Business.
• Written Apex Code and Test classes for Real Time Integration to track VIP Account manager’s Actions to REST API Call Out from VIPER CRM to HP Vertica game database.
• Design and Development of daily & weekly Customer Contact Sync Integration between VIPER Salesforce system and Mercury Marketing System for all Confidential Mass Emails and Push Notifications.
• Written Apex trigger code on EmailMessage and Test classes to handle Email-to-Case creation for incoming email auto-forward from VIP support email inbox configuration for each game and surfaced the Cases in the respective Game Group queues.
• Developed Apex trigger for case object to create a contact if there is no contact for the Player and Apex class for Unit Test.
• Implemented dedup validation for incoming emails to avoid duplicate case creation
• Security Implementation of decryption algorithm for source phone number sensitive fields data to VIEW in VIPER and made Game custom object and Case object Private due UK NM Games Integrations
• Queue creation to surface the data with different groups like Welcome Track, Pre-churn Track, Lapsed Players, 3Months, 6Months and one year anniversary, Active, Inactive, Control, Test VIP Players, Player Segment, High Value Player, Pay back Players.
• EOS Integration automation to track the Account Manger’s effectiveness compare with Test and Control Groups
• Develop report and dashboards for Daily Active User revenue (DAU), Weekly Active User revenue (WAU), Daily Return Rate (DRR), Daily Email Counts by Account Managers, Loop Back Vertica Actions, and Daily Mass Email reports.
• Involve in Unit test creation custom solution and verification in VIPER sandbox environments. Org Migration and Sanity Check in Prod org.
• Work with application end users to make them understand the new functionalities and change in existing business rules. Support and train business users on custom and standard solutions as per business needs.
• End-to-End Single point of contact for Business, IT Team and Salesforce support.

Salesforce CRM Developer

Confidential, CA

Responsibilities:

• Involved in requirements gathering and understand business challenges for the Sales management solution
• Analyzed the requirement and involved in discovery stage
• Prepared the Sales path for Business team
• Involved in the design of the system and complete end-to-end solution
• Worked on Lead capture, web-to-lead automation, lead conversion, Queue creation and Auto Email response
• Enhanced the business process and developed Workflow rules, Approval process, Page layouts to suit to the needs of the application.
• Involved in creation custom objects, fields and application customizations.
• Enabled the chatter feature for team collaboration
• Involved in trigger creating to extend the DML operation for customization
• Prepared the win-rate, stalled opportunities for business
• Designed the Historical trend reporting and dashboards
• Involved in Lighting upgrade feasibly study
• Reviewed the complete code based on best practices apart from test coverage

Salesforce Test Lab Management System, Developer

Confidential

Responsibilities:

• Project development and functional support on day to day business processes.
• Involved in analyzing the configuration requirements of the application.
• Analyzed the requirements and converting them into functional specifications.
• Designed custom solution for Test lab management system
• Security administration including creating new users, deactivating users, groups administration and user permissions
• Involved in functional testing and user manual preparation
• Conducted End user and user adoption

Salesforce Order Management, Developer

Confidential

Responsibilities:

• Involved in business requirements and data analysis
• Prepared Data mapping preparation and Migration template
• Participate daily SCRUM call with all the components integration teams such as Comptel, CRM, Portal, middleware and B2B and Testing team
• Discussed the backlog, current week and next week plan
• Defined the as is and to be process for Order Prequalification, New provide orders, Modify orders, Relinquish orders, Cancel orders and Amend Orders
• Involved in system design with enterprise architect team
• Involved in data migration planning, design, execution and testing
• Managed the migration and in-flight orders
• Involved in integration with Comptel fulfillment tool, Jboss Middleware, Portal and B2B Channels.
• Triaging calls with dev team and testing team coordination
• Worked as an off-shore single point of contact

Salesforce CRM Consultant Developer

Confidential, San Jose, CA

Responsibilities:

• Involved in understand the existing CRM system functionality
• Analyzing the story board and converting them into functional/technical specifications.
• Provided the data migration solution from Siebel to Salesforce CRM
• Automated the business process and developed Workflow rules and Approval process
• Reviewed custom triggers, apex classes and test cases to bulki-fy the code
• Involved in batch apex processing code for data cleansing activities
• Provided support for Conga reports
• Involved in system testing and user manual preparation
• Offshore team coordinator with on-site team

Salesforce deal management system, Developer

Confidential

Responsibilities:

• Interacted with the BMO I&CB business and IT team to understand the requirements, existing system landscape and business challenges
• Successfully conducted consulting study, analyzed the org strategy and presented Implementing CRM strategy report to BMO
• Key Private objects are Account, Contact, Deal Set, Deal, Activities, Call Report,
• Developed a prototype model as proof of concept to fit in multi-org visibility to address the business challenge and implemented the Solution
• Provided solution for Data protection - Cipher cloud
• Provided solution for upsell and cross sell products
• Creation of custom fields, objects for lead auto-assignment
• Define the Lead conversion process to create Account, Contact and Opportunity
• Designed web-to-Lead capture from corporate website and sales process
• Involved in setting up the Security model for BMO
• Involved in supporting Chiper Cloud integration
• Written custom code for triggers, apex classes, test classes, and apex pages to suit the requirements
• Managed the data migration from existing CRM to Salesforce CRM
• Involved in System testing and functional testing
• Worked with Java team for CMCIF Integration

Salesforce CRM Consulting and Support

Confidential

Responsibilities:

• Interacting with the CIB business users to understand the existing system and processes and product fitment analysis
• Classification of Requirement like Categories, Waves and Complexities etc along with Business Analysts
• Identified various system interfaces and Source systems along with Solution Architect
• Ownership for GTOP and High level Infrastructure/Server Architecture
• Involved in CRM product fitment analysis and recommend Salesforce to Customer
• Show cased - Salesforce capabilities to customer
• Involved in Estimation and Costing of the project

CRM Support

Confidential, NJ

Responsibilities:

• Involved in Siebel configuration and code reviews
• Siebel and Salesforce Integration feasibility analysis
• Involved in Siebel Campaign management process design
• Involved in business services creation for Incentive calculation process
• Production support and resolution
• Involved in contacting Post mortem meetings

CRM Support

Confidential

Responsibilities:

• Involved in requirement study and analysis
• Defined the current and to-be process flows
• Worked and managed the data team
• Designed Campaign Load, Target Load, Offer creation, Campaign Launch and Wave Launch and operational support
• Managed OBIEE environments and Integration points
• Managed Siebel and OBIEE Security setup and administration
• Co-ordination between Qtel IT, Qtel Business and Off-shore team
• Conducted end-user

CRM Implementation

Confidential

Responsibilities:

• Liaison between the Business Stakeholders, Dev & Test teams
• Requirement Analysis, Gap Analysis and Effort Estimation
• Provided Solution Functional Design Specifications
• Solution Design and Infrastructure Setup
• Prototype Design and Development
• Created IFB files for each interfaces
• Responsible for running the EIM Job and Troubleshooting the errors
• Mock Go-live, Real Go- live and Post Go-live Support

CRM Implementation

Confidential

Responsibilities:

• Designed interface programs as per BPEL team request
• Managed Siebel Environment Setup and Administration
• Performed Requirement Analysis
• Provided Functional Specifications and Design Document
• Performed System Testing and Application Demo to Customer

CRM Support

Confidential, CA

Responsibilities:

• Addressed Production Issues with Application and Infrastructure using ITIL procedures by 24x7 support with 4 hours of critical SLA
• Identified root cause for high severity issues in Siebel, OBIEE, and other integrated applications and organized Post-mortem meetings
• Frequently Monitored and Tuned for Siebel and other integrated applications for High Performance
• Liaison Agent between Confidential client team and offshore team
• Planned Disaster Recovery and Failover for all enterprise applications within RPO/RTO
• Prepared Shift Roasters and Team Management Procedures
• Worked closed with DBA for data refreshing and data cleansing activities

CRM Hosting

Confidential, CA

Responsibilities:

• Studied the existing Enterprise Landscape
• Identified Integration points for Siebel CRM and Analytics, Tibco, See Confidential, SAP and other Java Applications
• Setup Siebel Servers, Trillium servers, Vertex software, Actuate Report Servers, Web servers, Analytics Server, DAC Server/Client, Informatica Server in Development, QA, Staging, Production and DR environments in multi Languages.
• Prepared Migration steps for Siebel Call center application deployment
• Configured custom Siebel Server Components and custom Profiles
• Configured ETL tasks, Tables, Table groups, Subject areas, their dependencies sources & Targets in DAC
• Prepared Technical Design, Play Book and Steady State documents