SUMMARY:

• Eight plus years of experience in the IT industry on the Salesforce.com Customer Relationship Management (CRM) platform
• Knowledge of APEX coding and Visual Force markup
• Skilled in guiding hands on end - to-end implementations
• Skilled in automation process trouble shooting
• Extensive experience in designing validation rules, custom objects, custom fields, role-based page layouts, workflow alerts & actions, pick lists, approval processes, record types, dashboards, custom tabs, custom reports, report folders, report extractions to various formats, and email generation according to application requirements.
• Expertise in creating Unified Modeling Language (UML) diagrams such as Use Case diagrams, Activity diagrams, Class diagrams and Sequence diagrams using Rational Rose according to UML methodology.
• Experience in Heroku / Heroku Connect.
• Experience in configuring the application to be deployed on Heroku platform with support infrastructure on Amazon Web Services (AWS).
• Worked extensively with Marketing & SFDC data modeling using Lead, Contact, Opportunity, and Account objects
• Integrated Voice Response Systems (IVRs)
• Worked on integrating SFDC with ETL tools like Informatica.
• Experienced in designing solutions to ensure GxP compliance
• Experience in performing configuration tasks using Apttus. And also have a Good knowledge of concepts in CPQ, Opportunity Management.
• Key player in migrations and deployment of code from one environment to other using Force.com IDE deployment wizard.
• Significant systems implementation and administration experience with Service Cloud, Marketing Cloud and Sales Cloud from salesforce.com
• Skilled in implementing business flows using the Declarative framework via Workflow Rules and Approval Processes.
• Strong Hands on experience in writing apex Controller classes, batch processes, schedulable classes, triggers, test classes.
• Experience with SFDC (salesforce) with multiple end to end implementation, SF integration with Apttus contract management module and CPQ (price quote).
• Adept in sales analysis, marketing & customer support business processes used by Salesforce.com customers and recommendations to customers for improving their processes using Salesforce.com
• Expertise in performing data migration from legacy system to Salesforce.
• Good techno-functional skills to correlate business requirements with engineering requirements for efficient functioning of Information Systems.
• Experience with customization of Salesforce Communities and platforms ExactTarget, Apttus CPQ.
• Experience in designing entities like custom objects, creating the relationships/ junction objects like a Master-Child, lookups, Entity-Relationship data model, Pages, Classes, Interfaces, Workflows &Workflow rules, triggers, Email alerts and business logic.
• Strong knowledge database and data manipulation skills using SQL. Worked in SQL Server and Salesforce database structure.
• Strong communication, organizational and interpersonal competencies along with detail-oriented and problem-solving skills in the technology arena.
• Interacted with technical and functional staff at all levels.

TECHNICAL SKILLS:

Force.com: Apex Custom controllers, Visualforce Pages, Force.com Apex Data Loader, SOQL, SOSL, Sandbox testing.

SFDC tools: Data Loader, Connect offline, Salesforce-to-Salesforce, Apex Explorer

Project management: Microsoft Project (PERT, Gantt charts), Microsoft Office

Testing tools: Load Runner, Quick Test Professional, Test Director, HP Quality Center

Web technologies: JSP, Servlets, XML, HTML, Siebel Analytics, Macromedia Dream weaver

Business tools: Rational Suite (Requisite Pro, Rose, Clear Quest, Clear Case), MS Visio, UML, MS Project, MS Access, MS Office Suite

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Salesforce Admin/IVR Business Analyst

Responsibilities:

• Collected requirements for the AS-IS change management process and designed mock ups and UML’s for the TO-BE change management process
• Relay with US Product Salesforce.com team
• Responsible for performing administrative functions in Salesforce CRM such as create/modify pick lists and lookup fields.
• Evaluated business requirements, conducted systems analysis and completed 17+ IVR related projects for Business Solution Services within 1 year.
• Translated business requirements into technical specifications and design documents including solution summary documents, transaction process flows, data flows, and sequence diagrams.
• Analyzed the Voice User Interface/Interaction (VUI) design to identify new and enhanced caller experience IVR opportunities.
• Utilized Cisco Call Logs to identify defects in specific caller experience scenarios.
• Proposed the design and standard on how to enable business to toggle self-service functionality on and off within the IVR application outside of a release cycle.
• As part of data analysis, analyzed reports of data duplicates or other errors to provide ongoing appropriate inter-departmental communication and monthly or daily data reports.
• Monitored timely and accurate completion of select data elements
• Identified, analyzed, and interpreted trends or patterns in complex data sets
• Monitored data dictionary statistics
• Lead 5 UAT sessions for CRM and Sales force integration modules.
• Documented small-to-medium sized CRM based projects details.
• Responsible for all internal Business systems including Salesforce, Quick Books and any new implementations
• Optimize customer releases leveraging Salesforce.com new capabilities
• Acted as a liaison between the technical staff and the users (staff and management). Also, was responsible for communications between Project Team and other related departments.
• Involved in content management change control and Version Management. Performed regular updates to various static web pages.
• Extensive knowledge in all aspects of operational functions from marketing, pipeline management and forecasting to customer acquisition, fulfillment, and support. Flexible and open to change, pursues self-development, maintains lasting relationships, and thrives on challenges
• Supported and maintained corporate CRM systems and related applications.
• Coordinated mentoring of various tools and process flow of the application.
• Analyzed and design Use Case diagrams, Class diagrams, Sequence Diagrams, Business Objects, Domain Object Model, and MS Visio to depict process flows and PowerPoint presentations.
• Implemented Traceability Matrix and User Requirement Specification Document (URS) and verified the functionality coverage.
• Developed timelines for project delivery and managed projects and resources to successful completion.
• Used custom tabs to monitor the use of company applications by customers and licensed users.
• Customized standard Salesforce objects like campaigns, leads, accounts, contacts, opportunities.
• Created custom field and field dependencies on standard objects like Campaigns, Lead, Accounts, and Contacts.

Confidential, Westerville, OH

CPQ Salesforce Business Analyst

Responsibilities:

• CPQ application considered for a solution, which sits under an automated implementation.
• Worked as an Admin as well when needed identifying, planning and implementing new salesforce.com features and functions (new screens, workflow, force.com objects, and reports, apex code) to meet business requirements.
• Worked with various Salesforce.com objects like Accounts, Contacts, Leads, Opportunities, Reports, and created custom objects based on Business need.
• Understanding requirements and involved in designing object structure.
• Designing apex pages and providing feasible solution for performance improvement
• Implemented sales cloud console for sales.
• Implemented Salesforce Sales Cloud, Service Cloud, and Pardot Marketing Automation on time and on budget.
• Performed Apttus CPQ related configuration for product setup, approval matrices, approval rules, process builders and flows.
• Maintain and support the objectives of current Customer Relationship Manager (CRM) and Apttus Configure, Project, Quote (CPQ) systems.
• Responsible for Data Migration and Data Management activities.
• Involved in various stages of Software Development Life Cycle (SDLC) including analysis, requirement gathering, architecture design, development, enhancements, testing, deployment and maintenance of standalone object oriented enterprise application.
• Worked with Marketing, Sales and Legal teams to continually improve use of CPQ tool and Salesforce.com.
• Worked on Apttus CPQ (Configure Price Quote) tool.
• Created scheduled apex that ran every day to process data from Salesforce and SQL tables.
• Developed a dynamic scripting component on lightning Design System.
• Participate in daily SCRUM meeting and engage with development teams to communicate requirements, coordinate plans and progress, and assist in developing prototypes to validate user requirements, using SCRUM and Agile methodology, to define product backlog and sprint backlog.
• Developed an App called Apttus Contract Management, Apttus Approval Management and Install X-Author for Excel for Legal Team
• Apttus implementation with complex functionalities for business logic. User Management, CPQ, Marketing Content Management.
• Worked with Managed packages from APTTUS CPQ and involved in integrating APTTUS business logic with current system.
• Generated the quotation word document from the Salesforce.com by using the feature of Apttus CPQ.
• Worked with Apttus to Create tools for the support and implementation of business logic.
• Gather product launch specifications from key stakeholders to load products, product features, product options, price books, and price book entries to SteelBrick CPQ and configure required price rules, product rules, product constraints, and all other configuration
• Developed and configured various Custom Reports and Report Folders for different user profiles based on the need of the organization.
• Developed and maintained SFDC analytical reports for management review and planning for accurate forecasting purposes.

Confidential, Weehawken, NJ

Salesforce Business Analyst

Responsibilities:

• Involved in gathering Customer requirements from business user teams spread over Sales, Marketing and Customer service.
• Acting as a liaison between the development team and the management team to resolve any conflicts for requirements. Working with vendors, business users & management.
• Involved in CRM processes like Design, development, planning, testing and integration of Salesforce Cloud services, data and accounts.
• Created custom controllers implementing complex code for retrieval from Salesforce to Visual Force pages.
• Conducted daily scrum stand-ups with onsite and offshore team.
• Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse
• Designed, and deployed the Custom Objects, Custom Tabs, Validation Rules, Workflow Rules, Auto-Response Rules, and Page Layouts to suit to the needs of the application.
• Created Visual force email templates, New Templates, Mail Merges and also automated Email Process to send installation instructions to new and existing customers
• Integrated Apex with External services by making callouts that used SOAP and WSDL.
• Used Apex Data types, Variables, Expressions, Assignment statements, Conditional statements, Loops, SOSL an SOQL queries, and Exception statements to invoke Apex triggers
• Creation of custom fields, field dependencies, tabs, applications, home page components.
• Developed and deployed workflows and approval processes for opportunities and products/ assets.
• Mass delete/transfer records using Data Management.
• Monitored and resolved the Service Requests, specifically, visibility issues involving Custom Profiles, Public Groups, and Sharing Rules.

Confidential, Andover, MA

Heroku/Salesforce Business Analyst

Responsibilities:

• Interacted with various business team members to gather and documented the requirements. Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse.
• Deployed the project into Heroku using GIT version control system.
• Responsible for owning and delivering complex cloud based solutions using technologies such Salesforce, Heroku
• Managed daily administration and support of the Salesforce Sales, Service, Community & Marketing Clouds which included, managing multiple user setups, profiles and roles as well as customization of objects, fields, record types, page layouts and validation rules.
• Familiar with Documentum Query Language (DQL), an extended SQL dialect to query Documentum data.
• Coordinated UAT sessions and served as a point of contact for over 10 UAT’s.
• Assisted Project Manager along with Clients in UAT to log any issues or help/guide in any testing efforts
• Performed Gap Analysis of existing system to identify drawbacks, bottlenecks and improvements
• Facilitated meetings for Requirements Gathering and prepared Use Cases, Process Flow Diagrams
• Helped and trained new QA to prepare Test Plan, Test Strategy documents and Test Cases as per project schedule; level of testing detail was dependent on delivery timeline.
• Followed agile development life cycle throughout the project.
• Integrated Requirements Traceability Matrix in the Test Scenarios and Test Cases for tracking purposes
• Creating/Modifying XML files to generate Test Scenarios for back end testing
• Handled support work for group sales team.
• Assisting Project manager to prepare Business Process Diagrams using the BPMN Standards
• Performed Maintenance testing for clients that needed changes in Production Environment
• Maintained user roles and coached fresh end users.
• Handled system metrics to track trends.
• Integrated Endeavor CPQ app to its system.
• Worked under the scrum process (i.e. Jira) tool to develop the technical tasks of the project.
• Involved in gathering the business requirements for the forecasting, completed units & bid contracts.
• Created a detailed UML diagram/Use Cases to describe user interaction and workflow of the tool using Rational Rose, MS Visio, and MS Word
• Design the conversion approach for Sales data migration from Siebel CRMOD to SFDC.

Confidential, Farmington Hills, MI

Salesforce/CRM Business Analyst

Responsibilities:

• Involved in various activities of the project, like information gathering, analyzing the information, documenting the functional and nonfunctional requirements.
• Used agile methodology with our regular sprint cycle.
• Worked with the user group for requirement gathering throughout the planning and implementation.
• Implemented of Confidential Adapters from Cisco.
• Used scripts for testing REST API’s.
• Designed UML diagrams using Rational Rose and MS Visio, for better understanding of business processes.
• Used Informatica on Demand to automate bulk data loading.
• Worked on various SFDC standard and custom objects like Accounts, Contacts, Cases, Contracts, Entitlements, Opportunities, Price books, Products.
• Created custom Dashboards for the manager’s home page and gave accessibility to dashboards for authorized people
• Developed Custom Objects, Custom Reports, and dashboard on a regular basis for the sales performance and lead generation statistics.
• Designed solution and configured Salesforce.com Case, Solution, PRM & Customer portal Modules.
• Created various reports (summary reports, matrix reports, pie charts, dashboards) and setup report folders to authenticate users based on their profiles (permissions).
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Provided the training for the internal business users to use the application and develop their custom reports.
• Perform development, testing and implementation of the business process
• Documenting and updating relate of SalesForce.com software and system administration focusing on Service cloud
• Maintain multiple user roles, security, profiles, workflow rules, etc.

Confidential, Jackson, MS

Salesforce Business Analyst

Responsibilities:

• Demonstrated understanding of principles behind good software engineering according to an Agile development life cycle in a team environment
• Evaluated business process requirements to ensure proper system configuration (i.e. identifying key decisions, process changes, pain points, interface issues, training considerations, etc.
• Studied and assessed the client’s systems and business processes.
• Performed requirement analysis, went through all the use cases and workflows.
• Conducted analysis of the defects identified and provided the development group with details to recreate the problem
• Used SQL commands to check database has been connected to other functionalities.
• Conducted JAD sessions with management, SME, vendors, users and other stakeholders and gathered user and business requirements for the B2C and B2B web based application.
• Categorized and prioritized requirements of Order Entry Workflows, Compliance Workflows and Settlement & Confirmation Workflows by using Microsoft Word, Excel and Visio.
• Worked and ability to read through software manufacture API document and extracted the required information to map multiple applications to the data field level.
• Involved in the meeting with Business process owners, SME (subject matter experts) and Marketing Team for Requirements gathering in definition stage.
• Managed with vendor partners and formulated optimal solutions for integration.
• Performed sanity and smoke testing on the application.
• Involved in Configuration Testing.
• Involved in writing Traceability Matrix.
• Processed sales data, progress reports and additional sales records and reports
• Created Test Scripts to obtain the test objective.
• Participated in the team for User Acceptance Testing.
• Conducted Configuration Testing, Regression and Functional testing for financial projects.
• Executed test cases manually to verify the expected results.
• Involved in Batch Testing.
• Analyzed User Requirement Document, Business Requirement Document (BRD), Technical Requirement Specification and Functional Requirement Specification (FRS)
• Documented the Process Flows for B2C and B2B in the High Level Requirements Document.
• Actively participated in setting up of test environment for Configuration Testing of the application on different configuration, protocols and network connections.
• Gathered requirements for all automation workflows as per business requirements and translated in to Salesforce business terms.
• Introduced Agile and RUP methodologies to reflect liquid nature of front-office improving time-to-market
• Used SDLC (System Development Life Cycle) methodologies like the RUP and the waterfall.
• Followed the UML based methods using Microsoft Visio to create: Use Cases Diagrams, Activity Diagrams, State Chart Diagrams, Sequence Diagrams and Collaboration Diagrams.
• Worked closely with Business users in improving their business processes using SFDC.
• Performing data correction, data deduplication, and data administration.
• Functioned as liaison between Engineering teams, Business areas, and End users.
• Interacted with various business user groups for gathering the requirements for Salesforce CRM implementation.
• Prepared the User’s Manual and Organized cross training of team members and users to become more responsive. Extensively worked on Excel, Word, SQL and MS Project.