SUMMARY:

• Over 9 years of IT experience with above 5+ years’ experience in the Salesforce.com CRM Platform both as Administrator and Business Analyst
• Business Analyst with extensive of experience with solid understanding of business requirement gathering, documentation, business process flow and business process modeling.
• Extensive experience in gathering Business/Functional user requirements, creating Use Cases as per user requirements, developing/designing UML diagrams such as Activity, Class, and Sequence diagrams in addition to creating Business Requirements Document.
• Proficient in all phases of Software Development Life Cycle (SDLC), which involves requirement gathering, requirement analysis, agile, functional design, implementation and enhancement of projects in SalesForce.com
• Experience in using Salesforce.com Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Processes.
• Hands on experience implementing Security/Sharing rules, Configured permission sets, Field level Security, Record level Security, Profiles, Roles and resource monitoring at different hierarchical level of Organization
• Proficiency in Sales Cloud and Service Cloud features. Worked on Various community templates like napili template and Visualforce plus tab.
• Expertise in Salesforce Data Validation, Sales, Marketing, Customer Service and Support Administration
• Strong knowledge in customized Case Management with Escalation Rules, Workflow, Approval Process, Validation Rules, Reports and Dashboards.
• Experienced in web technologies like HTML, XML, CSS, JSP and JavaScript.
• Experienced working in Cross - functional teams, identifying business requirements and supporting sales/marketing efforts.
• Involved in project to understand the business needs and objectives of the system and interacted with the end client/ users and stakeholders, involved and gathered requirements for the integrated system.
• Lead planning meetings, analysis development, test inspections, and other project meetings throughout project life cycle.
• Working with user group for requirement gathering throughout the planning and implementation.
• Experience creating reports on QlickView based on the requirements from the business users.
• Experienced in using Excel to create Pivot tables, Vlookup functions and accessing multidimensional cubes from Excel.

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Business Analyst

Responsibilities:

• Administered Salesforce CRM applications for Sales and Marketing Departments.
• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Worked on Sales cloud, Service cloud, Marketing cloud Partner portal and Customer portal.
• Involved in creating multiple analytical reports, with varying degree of complexity.
• Worked effectively to ensure that the data is protected and is made available to the authorized users by customizing the user Roles, Role hierarchies, Profiles and Sharing settings.
• Developed automated workflows and approval processes for sales opportunities.

Confidential, NYC

Salesforce Business Analyst

Responsibilities:

• Participated in the creation of Business Process Modelling in creating and understanding the process.
• Responsible for the general administration and maintenance of the CRM database and insure that applications meet user’s needs while keeping abreast with updates.
• Assisted the project management team with the business process redesign.
• Maintained requirements in Jira for tracking and testing purpose, used JIRA to document defects and Release tickets.
• Configuration of roles, profiles, user accounts, implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Created various custom reports and dashboards for the Finance team as well as the sales and marketing teams in the company based on their requirements.
• Created Email templates in Text, HTML for the application.
• Provided development, implementation, and updating focusing on Sales cloud and Service cloud
• Worked with sales team to streamline Opportunity management and activity reporting.
• Analysed and responded to any issues in salesforce from the sales and marketing teams.
• Worked with Appirio cloud management team in integrating the DoubleClick sales management tool with salesforce and analysed the flow of data into and out of salesforce.
• Describing the territory management and how it would benefit the company.
• Setting up the custom fiscal year calendar. Manage record access with the role hierarchy, Deal with record access exceptions, Control access to events
• Conducted training for the salesforce users who are a part of the sales, marketing and advertising team.
• Worked on Standard objects such as leads, Opportunities, Accounts, Contacts, Campaigns associated with Sales Cloud.
• Automated data migration using the apex data loader tool. Responsible for monitoring batches.
• Worked on extracting, transforming and loading data in to the system using Data loader.
• Designed and deployed Custom tabs, validation rules, triggers, workflow rules and Auto-Response Rules for automating business logic.

Environment: Saleforce.com platform, Data Loader, Workflow & Approvals, Custom Objects, Custom Tabs, Email Services, Sales cloud, Sandboxes (Developer sandbox, Configuration only, Full sandbox), JIRA

Confidential

Salesforce Business Analyst

• Administered Salesforce CRM applications for Sales and Marketing Departments.
• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Worked on Sales cloud, Service cloud, Marketing cloud Partner portal and Customer portal.
• Involved in creating multiple analytical reports, with varying degree of complexity.
• Worked effectively to ensure that the data is protected and is made available to the authorized users by customizing the user Roles, Role hierarchies, Profiles and Sharing settings.
• Developed automated workflows and approval processes for sales opportunities.

Confidential, Warren, NJ

Salesforce Business Analyst/ Administrator

Responsibilities:

• Extensively worked with MS Office, MS Visio and MS Project for documentation; Assist with coordination, planning and scheduling during the project development and implementation phases.
• Followed the iterative Agile scrum methodology throughout the SDLC - facilitated daily scrum meetings, sprint planning meetings, sprint review meetings, and sprint retrospective meetings.
• Was involved in the business process redesign to improve the efficiency of the process that the company had been following.
• Assisted the Project Manager with developing project plan, project milestones, project charter while managing the system life cycle and business process modelling and re-engineering.
• Analyzed and defined business problems, driving feature identification and prioritization, and documenting priorities
• Contributed for Sales Cloud implementation Designed custom Visual force pages to support various UI needs and various Visual force email templates/components which will render email content dynamically to send notification emails in various scenarios including successful balance transfer & successful fraudulent case closure.
• Experience working in Jira to track defects and facilitate the test process.
• Experience in conducting/facilitating Joint Application Development (JAD) sessions with End-Users, SMEs, Development and QA team with good Organizational and Presentation skills.
• Organized timely meeting with Marketing, Sales and Case Management team to discuss the progress of the project.
• Worked on Sales Cloud for maintaining the campaigning reports and Daily activities for effective business.
• Setting Up and Managing Users - Profiles, Create and manage users, Troubleshoot user login issues.
• New User Set-up for the entire Sales Organization. Manage record access with the role hierarchy, Deal with record access exceptions, Control access to events
• Reports and Dashboards - Run and modify reports, Create new reports with the report builder, Filter reports, Print, export, and email reports, Build dashboards. Automated workflow rules to send out emails and update fields, Approval processes and Automate leads & cases.
• Give partners an easy way to register and Track every Lead and with the help of CRM.
• Identify and implement opportunities to improve current SFDC functionality while working with the Analytics Team, Sales Operations, IT, and various other groups that interact with the sales team.
• Handle Daily administration and support of the Salesforce.com database.

Environment: Saleforce.com platform, Data Loader, Sales cloud, HTML, Jira, MS Visio 2003, Microsoft Office

Confidential, San Diego, CA

Salesforce Administrator / Business Analyst

Responsibilities:

• Participated in the creation of Business Process Workflow in creating and understanding the process.
• Involved throughout the Software Development Life Cycle (SDLC).
• Followed Agile methodology guidelines and principles all through the SDLC process
• Conducted Business Process Review and Modelling, GAP analysis to develop, document and analyze “As is” and “To be” business processes - to develop migration strategy for transitioning from legacy-to-new platform
• Organized Joint Application Development (JAD) sessions with end users, developers, project manager, and quality analysts to resolve conflicts, schedule releases, prioritize tasks, and design the proposed application
• Conducted various of project management activities such as Work Breakdown structure, Schedule Management, Budget forecast models, Resources & Deliverables Planning, and Scope Management
• Conducted meetings with business users and SMEs to identify and gather Business Requirements.
• Created Business Requirement Documents (BRD) and converted them into Functional Specification.
• Translate Functional Requirements into Use Cases from a system prospective.
• Worked on various Salesforce.com Standard objects like Accounts, Contacts, Opportunities, Leads, and Campaign.
• Coordinated with legacy application team for integrating data flow with Salesforce as centralized system
• Assisted and created the requirements management plan for the project
• Worked on Apttus CPQ, Contract Management, Advanced Approval and Revenue.
• Created various Custom objects, Tabs, Workflows, Reports, Apex triggers and validation rules for the application. rules, validation rules, approval processes and customizations within Salesforce.com
• Deployed, configured and supported the 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 the prototype and related documents.
• Customized Page Layouts for Salesforce.com Standard and Custom objects. Defined various Validation rules to validate the data in the application.
• Created custom report types and generated report using the report types.
• Good experience in Salesforce.com Configuration of roles, profiles, user accounts, implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Analyzed performance reports, point out the problem areas and troubleshoot the issues.
• Coordinated with Administrators, Business Analysts, Subject Matter Experts and QA Team.

Environment: Saleforce.com platform, Data Loader, HTML, Jira, MS Visio 2003, Microsoft Office Project.

Confidential,Boston,MA

Salesforce Business Analyst/ Administrator

Responsibilities:

• Primarily involved in developing a business model for developing the lead generation.
• Developed the scope and vision documents that defined the primary goals, objectives and scope of the project.
• Facilitated with team of two business analyst to elicit requirements in Joint Application Development (JAD) sessions by communicating with various background and skills, documented Scope Definition, Functional Specifications, Use Case document, Software Requirements Specification (SRS) and created User Interface Mock-ups/Prototypes using Ms Visio.
• Maintained project plans, task, defect and issues lists, lead meetings to discuss all aspects of the project’s execution, developed test scripts, executed UAT, participated in the QA process, and developed training materials and system documentation.
• Used MS Visio to carry out business model review, data modelling (ER Diagrams), Screen Prototype, Object modelling (use case) to develop business architecture for rapid and controlled Application development.
• Created Crystal Reports using Crystal Reports formulas, Grouping, Parameters, Selection criteria to handle the customer's requests from Tables, Stored Procedures, Views and Command Objects.
• Identified various business processes and developed process flow diagrams for the business processes and validated the same with SMEs. Developed prototypes for the UI and also helped in development of screen navigation flows.
• Created Crystal Reports using Crystal Reports formulas, Grouping, Parameters, Selection criteria to handle the customer's requests from Tables, Stored Procedures, Views and Command Objects.
• Created email templates and inbound emails for clients and customers.
• Resource for all service desk escalation questions regarding basic Salesforce usability features.
• Experience in working with Development team for solving the gaps in Business requirements.
• Standard and custom field creation and maintenance at the direction of B2B Salesforce Manager
• Provided support ongoing salesforce.com maintenance and administration services including periodic Data cleansing, Custom objects, Workflows and Triggers.
• Created Page layouts, Search layouts to organize fields, custom links, related lists and other components on a record detail and edit pages.
• Participated in conducting UAT for the business users.

Environment: Salesforce.com Apex Data Loader, Workflow, Approvals,, Roles, HTML, CSS, Eclipse IDE Plug-in, Force.com IDE, Meta-data API, UML, MS Visio 2003, Microsoft Office Project.

Confidential, NY City, NY

Salesforce Business Analyst/ Admin

Responsibilities:

• Consulted with Client to define business requirements for implementing Salesforce Sales cloud and delivered it to sales and manufacture planning team.
• Worked in an agile environment.
• Writing concise and effective User Stories.
• Define precise and accurate User Story acceptance criteria that will be used by developers, automation test frameworks and by product owners to insure that product owner intent is effectively captured
• Gather requirements by conducting interviews, work flow analysis, process analysis, and observation sessions
• Worked with sales team to streamline Opportunity management and activity reporting.
• Led development team in building automated backup functionality for Salesforce data and file attachments.
• Worked with standard salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, and Campaigns etc.
• Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Test change management techniques in sandbox and recommendations before push to production.
• Resource for all service desk escalation questions regarding basic salesforce usability features.
• Assist in salesforce role and profile hierarchy changes and ongoing maintenance, governance documentation, security creation measures to ensure client data security and integrity
• Performed tasks for data migration like Data mapping and Data loading.
• Configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.
• Processed the Test Cases and Involved in Testing Life Cycle

Environment: Saleforce.com platform, Apex, Visual force, Data Loader, HTML, Java Script, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Eclipse IDE Plug-in002E

Confidential

Business Analyst / Database Administrator

Responsibilities:

• Continuously interacted with users to gather the business requirements.
• Performed regular Administration activities from Managing system resources, users and database to the fine-tuning level and implemented the project successfully.
• Coordinate with project teams consisting of business and technical individuals
• Created query plans and made sure each and every query is using appropriate useful indexes.
• Created & maintained databases, users, Logins, tables, indexes, roles, permissions and other schema objects.
• Identified, tested and resolved database performance issues (monitoring and tuning) to ensure database optimization
• Involved in the design of Data-warehouse using Star-Schema methodology and converted data from various sources to oracle tables.
• Created SQL-Loader scripts to load data into Oracle staging tables and wrote SQL queries to perform Data Validation and Data Integrity testing.
• Monitored the event logs and server error logs for troubleshooting.
• Identified the bottlenecks and troubleshooting them for optimal performance.
• Documented business requirements and data needs

Environment: Java Script, Eclipse Plug-in, SOQL, HTML, MS Office, Clear Case, Clear Quest.