SUMMARY:

• Around 8 years of IT experience with, 6+ years' experience in the salesforce.com CRM Platform.
• Good Experience in Salesforce.com Configuration and Design of Service Cloud, Sales Cloud and Force.com solutions, with an emphasis on Service Cloud solutions.
• Experience with Service Cloud including: Service Console, Customer Portal, Case Feed, Knowledge Base and Entitlements.
• Extensive experience in application design, customization, development, support on Salesforce.com, Force.com platform and Web based application using Apex.
• Created integration with Apttus CPQ and CLM applications and automating processes on salesforce platform.
• Proficient in Case Management using assignment, escalation, workflow rules and actions.
• Worked on various salesforce.com standard objects like Accounts, Contacts, opportunities, Products, Price books, Cases, Leads, Campaigns, Reports and Dashboards.
• Have in depth Knowledge and understanding of CRM business processes like Forecasting, Campaign Management, Lead Management, Order Management, Account Management, and Case Management.
• Good hands on practice with the new Lightning System Design which helps to quickly and easily create modern enterprise apps using Lightning App Builder and Lightning Components.
• Experience in data migration from Excel, MS outlook and Legacy Systems using Apex Data Loader, Import Wizard, and Informatica Data Loader.
• Good understanding of Salesforce.com Governor Limits with an ability to optimize code to respect those limits.
• Managed the Contract Management and Order Management (Quote to Cash process) using the Apttus CPQ & CLM Application App Exchange tool.
• A skilled communicator & team leader capable of managing client engagements during the daily project related activities to ensure smooth & crisp execution.
• Experience in Salesforce Integration with ERP applications like SAP, Oracle CRM using Informatica.
• Worked with different platform Software as a Service (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS).
• Experience in designing and implementing Salesforce.com applications using Agile/Scrum methodologies.
• Interacted with various business user groups to gather requirements for Salesforce Implementation and documented the requirements, interacted with all levels of external and internal customers.
• Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of Salesforce.com (SFDC) and using other Platform based technologies like Visualforce, Force.com API, and Web Services.
• Endured in creating Email - to-Case, Web-to-Case to generate new Cases; fostered junction objects, advanced fields like pick lists and formula fields.
• Implemented SFDC best-practices comprising configuration, reporting, system management, user management, data management and integrating tools.
• Experience in Integration of Project with Web Services, MS-Word and MS-Outlook, MS-Excel (Import and Export) and MS-Project.
• Experience working on data migration projects, Extensive experience working in Agile, Scrum and Waterfall methodologies and involved in Unit testing, Integration testing, Regression testing, System testing.
• Collected business requirements from different business team members to prioritize and implement the functional and technical requirements, evaluate potential solutions and propose quick fixes.
• Created and revised analysis artifacts and deliverables such as business requirements, functional requirements, technical specifications, use cases, business rules etc.

TECHNICAL SKILLS:

SFDC Tools: VisualForce, Force.com, Reports, Dashboards, Data Loader, Informatica, Triggers, Validation Rules, Workflows & Approvals

Knowledge Areas: Business Requirements Gathering, Design, Development, Testing, Implementation, Production Support, Service Requests and Activities, Opportunities, Quotes and Proposals

Operating Systems: Windows XP /Windows Vista/Linux

Project Methodologies: Waterfall, Agile, RUP

Business Process Modeling & other tools: MS Visio, PMOS, JIRA, Confluence, SharePoint, Master Control

Integrated applications/systems: Informatica Cloud

Desktop Software: MS Word, Excel, Access, PowerPoint

Programming Languages: C, SQL, HTML, APEX, SOQL, SOSL

PROFESSIONAL EXPERIENCE:

Sr. Business System Analyst

Confidential, NYC, NY

Responsibilities:

• Worked closely with sales team, business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com (SFDC).
• Extensively support business teams - Sales, Quoting, Channel Sales, Order Management, pipeline analysis - SOX reporting teams & management.
• Provided support and consulting services to financial services clients in the areas of forecasting, budgeting and planning, and asset liability management.
• Agile methodologies (SCRUM) was implemented that includes daily scrums with team and Developed complex workflows and approval processes for automating business logic.
• Implemented Case Management Automation to track and solve Customer's Issues. Implemented Email-to-Case, Web-to-Case to enter generated cases to Case Object.
• Created custom Profiles, Roles, and Public groups for restricting (Data Security) internal users from accessing the data depending on their job responsibilities.
• Created and developed various Apex classes, components, Snapshots and Visual Force pages, Apex triggers on various objects to meet business requirements and followed best practices in triggers to avoid governor limits.
• Use of Exact Target to send clients business critical communications to optimize marketing and strengthen customer relationships.
• Executed Data Migration from different Applications to Salesforce using Data Loader Utility, Apex Data Loader, Informatica and SSIS (SQL Server Integration Services) on Demand.
• Worked with Dynamic Apex to access Objects and Field describe information, execute dynamic SOQL, SOSL and DML queries.
• Managed Service Cloud components including Service Console, Partner portal, Call Center, Customer Portal, Live Agent, Knowledge Base and Entitlements.
• Involved in Data Migration from Legacy application to Salesforce using ETL tool Informatica.
• Worked on designing and developing Lightning Processes Builder and developed Lightning Components using Aura Framework in Lightning Design System.
• Experience in integration of salesforce and SQL server using SQL Server Integration Services.
• Worked on Account Management involving Integration with External Legacy System using SOAP based Web Service Callouts using TIBCO as the middleware.
• Created and managed custom objects, fields, formulas, validation rules, custom workflow, and approval processes.
• Build and managed dashboards, views, reports in Salesforce standard and custom objects and developed workflows, visual flows or process builders to automate manual processes.
• Provided day-to-day end-user support (including system configuration, complex formulas and system maintenance) and assist users with proactive best practices to enhance and increase their knowledge of Salesforce.com
• Used SOSL to search the records from the list of records shown in Visualforce page.
• Proficient in deployment using change sets, Data Migration, Import Wizard, Data Loader, Queries Salesforce.com database using SOQL & SOSL queries and Governor Limits

SFDC Functional Consultant

Confidential, McLean, VA

Responsibilities:

• Created Reports using tabular, summary, matrix and joined reports and configured for schedule runs, developed Dashboard components for reports and enabled analytic snapshot to track historic data.
• Supported Marketo integration with Salesforce.com by using the Marketo Lead Management and Marketo Sales Insights App Exchange packages.
• Created CPQ (Quote to Cash) process using Apttus CPQ and CLM AppExchange tool in Quote, Contract and Order Management process which includes product and service configuration, quote creation, pricing structure, billing statement, payment & receipt.
• Worked on creating the Salesforce customer and partner Communities to share information and collaborate with people company org such as customers or partners.
• Integrated the Salesforce for extracting the data from external systems to display in the pages of Salesforce.com based on SOAP API.
• Created mappings and loaded data from SQL Server to Target system Sales Force and vice versa using Informatica Cloud Services.
• Developed various custom objects like field scheduling event, procedures and recurrence. Worked with business analyst to develop project implementation and develop plans including user interfaces.
• Implemented and maintained Salesforce Service Cloud and Sales Cloud. Built custom solutions with Apex and VisualForce, which support most critical processes and workflows.
• Implemented SFDC web-to-lead functionality into the corporate site to make lead management simple and efficient.
• During every new platform release from Salesforce.com, discussing the new release features with teammates and BA team to effectively improve the features on current environment.
• Defined Master-Detail and Lookup relationships on the objects and created junction objects to establish connectivity among objects.
• Tracked the status of requirements throughout the project lifecycle, and redefining them as necessary.
• Used agile methodology of development for all the project requirements given by the BA Team. Also, have regular scrum meeting between BA and Developer team to discuss issues and goals fulfilled.
• Developed Custom Objects, Custom Reports Tabs and Components and configured the Analytic Snapshots to dump the data on regular basis for the sales performance and lead generation statistics.
• Maintained user roles, security, profiles, and workflow rules wherever necessary and created complex workflow rules criteria for field updates and email alerts.
• Created Visualforce pages as per the client requirements and customizing Partner portal using various components.
• Created Custom Visualforce components and attributes to override the look and feel of standard Visualforce components.
• Used SQL queries for retrieving data and created validation rules for performing data validations depending on the user's profile and their record type.
• Worked on reports using custom and standard report types. Also, created Dashboards using the existing reports.
• Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into salesforce.com, checking for integrity of the data.
• Worked with various Salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.
• Used Apex Data Loader mapped data sources and loaded data into Call Center application
• Prepared documents like deployment Doc, Estimation reports, Tractability Reports, Development tracking reports and weekly status reports(WSR).

Business Data Analyst- Salesforce

Confidential, St. Louis, MO

Responsibilities:

• Studied the project requirement and designed the project. Created tables, views, synonyms and sequences.
• Created Database Triggers, Stored Procedure, Functions and Packages. Optimized queries using rule based & cost based approach.
• Designed, and deployed custom objects, custom tabs, Entity-Relationship data model, validation rules, workflow rules, auto-response rules, page layouts, components, Visual Force Pages to suit to the needs of the application.
• Worked closely with Sales Team business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of Salesforce.com (SFDC).
• Used field level security, sharing rule along with page layouts to manage access to certain fields.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards and Graphics) and Report Folders to assist managers to better utilize Sales force as a sales tool.
• Configured security model and organizational hierarchy for sales for salesforce implementation.
• Created new user accounts and configure Salesforce.com to fit security needs at the user and organization levels.
• Worked with Formula fields for calculation, related object display, integration and data realization.
• Configured and tested standard and custom Salesforce objects including objects having multiple record types and page layouts.
• Implemented service cloud, service console and configured Email-to-Case and enabled communities in cases.
• Created custom labels and used them in validation rules to parameterize the validation rules and created record types and page layouts and assigned page layouts to the record types and created custom report types and generated report using the report types.
• Extensively used triggers, PL/SQL procedures, packages, functions while developing the forms and reports.
• Defined and finalized the processes for Marketing, Campaign Management, Lead generation and Lead conversion.
• Assisted in creating assignment rules to automatically redirect leads to Salesforce.com and assign leads to different users and queues according to the requirements.
• Built relationship across multiple technology, operations, services, sales, program and product team to accomplish end goal.
• Participated in the training sessions to support end users. Assisted in designing and creation of training material and conducted internal training sessions for business users on Salesforce technology functionalities.
• Met with Business stakeholders for detailed requirements elicitation and gathered business requirements through various interviews, and meetings to collect functional and non-functional requirements relating to client's Salesforce CRM platform enhancement and initiatives.

Business Analyst

Confidential, Atlanta, GA

Responsibilities:

• Assisted in user acceptance testing (UAT) process including creating and validating UAT scripts and coordinating UAT process with users.
• Communicated business needs to technical people and to communicate and simplify complex technical information for non-technical people.
• Constructed business process flows, developing use cases and user stories, writing requirements and solution design documents, building prototypes and leading customer discussions.
• Created new custom objects, assigned fields, page layouts, workflows, email templates, data fields, reports and dashboards per the business need.
• Assisted in defining the scope, and defining business rules of the project. Also, assisted in gathering business requirements, doing GAP analysis and documents them textually or within models.
• Led and conducted JAD sessions for requirements gathering, analysis and design of the system.
• Provided the business with PowerPoint presentations and working Mock-ups using dynamic Visio for the new reports, to give a better picture of the project scope.
• Created context and workflow models, information and business rule models, Use Case during the analysis using rational Tools.
• Documented requirements and transformed them into functional and technical requirement specifications.
• Interacted with various functional users and end users to identify standard business processes as they related to the database and converted existing business process into Salesforce BRD.
• Worked with management to identify new and creative opportunities to leverage the database to support additional business processes or functions.
• Involved in all phases of Software Development Life Cycle (SDLC) and led the requirement gathering sessions, Design and JAD sessions.
• Introduced Agile and RUP methodologies to reflect liquid nature of front-office improving time-to-market.
• Worked collaboratively with the User Group, User Experience Analysts, and System Analysts to help document custom and system modifications.
• Developed Traceability Matrix for maintaining/updating current and new system requirements using MS Excel.