SUMMARY:

• Overall 13 years of versatile experience in the Salesforce Administration, Salesforce Business Analyst, Production support, Testing, QA and development.
• Expertise in Salesforce CRM customization and configuration.
• Excellent in Administrative tasks like Creating Profiles, Roles, Users, Page Layouts, Permission Sets, Email Services, Approvals, and Activities
• Responsible for the overall configuration, design, functionality and end - user support of the Salesforce.com platform with 500 + users
• Facilitate client requirements gathering sessions with external and internal stakeholders; documenting those requirements into use cases, activity diagrams and functional specifications;
• Experience working with Work flows, Process Builder, Validation Rules
• Good understanding of Apex and Visualforce
• Experience in lead, Case management, Web-to-lead, Web-to case, Email-to-case.
• Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.
• Enabling chatter for collaboration on records.
• Extensive experience in designing Validation Rules, Custom Objects, Custom Fields, Customizing Page Layouts, Workflow Alerts & Actions, Pick Lists, Record Types, Process builder, Custom Tabs, Reports, Dashboards, and Email Generation according to application requirements.
• Proficient with sales cloud, service cloud, Customer services, Chatter and App Exchanges.
• Sound understanding of SOQL and SOSL for Querying and Searching Data for Force.com platform.
• Designed junction objects and implemented various advanced fields like pick lists, Custom formula fields, field dependencies, validation rules, sharing rules and approval Processes for automated alerts, field updates, and email generation according to application requirements.
• Worked on supporting and triaging tickets in the following areas: Roles, Profiles, Access Settings, Workflow Rules, Validations, creation and modification of fields and page layouts.
• Good experience in Problem Management, Change Management
• Fluency in Excel
• Functional experience includes telecommunication applications.
• Enhanced experienced with Production support. Experience in supporting all phases of SDLC.
• Experience supporting applications in a UNIX environment.
• Experienced in understanding and following all Production Support procedures, processes, and policies
• Ability to lead complex investigations and RC analysis. Flexibility to support the occasional off hour’s incident.
• Strong analytical thinking, problem solving, creativity. Interpersonal skills and team-work ability.
• Well aware of onshore / offshore model.

TECHNICAL SKILLS:

Salesforce.com administration: Custom objects, Standard Objects, Validation rules, Workflow rules, Process builders, Approval process, Permission sets, Sharing rules, Profiles and Users

Salesforce.com Development: Apex classes, VisualForce pages, Standard controllers, SOQL, SOSL, Custom controllers, extensions, Apex test classes, Triggers, Workbench

Salesforce.com deployment: Change sets, Force.com IDE

Salesforce.com Implementations: Sales cloud Implementation, Service cloud implementation

Miscellaneous: Data loader, Import Wizard,, Jira, HP Quality Center, TDP, Oracle 9i / 8i/10G, PL/SQL, Cassandra, UNIX, LINUX

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Administrator / Business Analyst

Roles and Responsibilities:

• Partner with internal Business teams to develop roadmaps and define business processes
• Work on Creating user stories and system requirement
• Daily coordination with business teams, IT Team and other stakeholders to understand the new requirements or existing issues and act upon accordingly
• Involved in force.com declarative tasks that mainly focus on Workflow rules, process builders, creating Custom objects, custom fields and validation rules
• Developed various Custom Objects, Tabs, and Entity-Relationships
• Maintaining sharing rules, workflows, role hierarchy, validation rules and permission sets
• Responsible for User and Profile Management
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Adding new white-listed IP addresses
• Responsible for developing the dashboard, generating the reports and performing Update, Upsert, Insert functionalities of data using data loader
• Update and maintain user records, and security
• Monitor data quality on an ongoing basis to identify issues before they become major problems
• Removing duplicate Contacts, and Accounts to ensure Data integrity
• Reassigning of Accounts, Contacts, and other items as needed
• Monitor application storage usage
• Case Management, working on tickets to address user queries and problems within defined SLA.
• Much understanding of database, SOQL and SOSL query.
• Followed Agile methodology. Gained clear understanding of business.
• Dealing with SSO, two-factor authentication, and certificate problems.
• Helping users develop or fine-tune reports so they yield meaningful metrics
• Providing testing support to IST, UAT and PVT teams as needed
• Handling of Production Tickets
• Fixing data records that have somehow been set with record types or ownerships that make them inaccessible to users.
• Run and store the weekly snapshot (data export) of the system data and attachments, including all history tables.
• Manage sandbox environments
• Maintain security for Salesforce.com data
• Examine time-based workflow and scheduled APEX queues to make sure there are no unexpected entries.
• Examine SFDC error and debug logs for any surprises. For any external application that synchronizes data with SFDC, look Confidential its error logs to see if a new error pattern has developed.
• Responsible to train the users

Confidential

Cassandra Production Support Analyst

Roles and responsibilities:

• 24 X 7 support to GRID PS. Monitoring of MyATT Listener, Loader, Coherence Storage, Storage, Storage WB and Cassandra, Change processor logs. Monitoring of CSST Listener, Loader, and Cassandra, Change processor logs. Monitoring of Telalerts. Monitoring of Solace queues for MyATT and CSST. Monitoring of Golden Gate Alerts. Status Reporting of log check after every couple of hours.
• Monitor the system and application health.
• Reporting the efficiency of production application
• Monitor and response to the alerts generated.
• Daily Processing and reporting status of MyATT-Repeating-Generic (JDBC Load). Daily Processing and reporting status of MyATT-Repeating-TLG (File Load). Daily Processing of CSST file loads. Daily status reporting of IHRD Load.
• Daily status reporting of GRID MyATT Statistics Data Collection. Execution, Monitoring and status reporting of Entity Loader. Execution, Monitoring and status reporting of L2 to L2 data load.
• Addressing any of the alerts Confidential first place. Resolve monitoring alerts as they arrive. Initial investigation of any of the issue.
• Updating of Cron job entries on QA and Prod server as and when required. Participation in data load from source systems. Representing GRID PS in different defect chat rooms. Monitoring and Maintaining the health, performance, backup and recovery of applications and communicate all issues with customers and impacted teams. Deploy code utilizing system tools, Monitor implementation, identify and resolve potential issues, partner with development to resolve.
• Analyse production issues to determine root cause and provides fix recommendations to the development team. Incident Management- Manage incoming requests or issue resolution via incident management system. Track ongoing progress of incidents. Provide reporting to management on ticket production and status as requested.
• Acknowledge Production Support tickets as they come in, according to defined SLA. Handling level 1 Incident requests. Preparation of new servers, sand boxes. Debugging & Troubleshooting day to day issues on environments
• Documentation and Knowledge Management. Assist with planning and testing of application, configuration and database changes, and installation of upgrades and patches and update production support documentation
• Creating Change request, Trouble tickets as and when needed.
• Coordination and follow up with respective teams on any issue.
• Assist with planning and testing of application, configuration and database changes, and installation of upgrades and patches and update production support documentation.
• Monitor Level 2 issues/tickets opened internally and by customers for application issues.
• Handling of level 2 defects in terms of finding the root cause and the path forward.
• Supporting the testing team during the testing cycle.
• On Call support during non-business hours. Co-ordination with offshore team on issues and handover

Confidential

Application Support Analyst

Roles and responsibilities:

• Involved in Complete Test Life Cycle (Test planning, Template creation, Test Case writing, Test execution, Reporting, Defect management). Used HP Quality Centre (QC) in Complete Test Life Cycle.
• Responsible for creating various reports and documents for the team as well as clients like DSR, WSR, Signoff documents and project specific documentations. Developed testing plans and procedures for unit test and system test. Responsible for writing and execution of Test cases.
• Involved in the Bug Raise meetings with QA, UAT teams
• Analysed technical specification and business specifications and created Test plan, Test Strategy and Test Scripts in Quality Centre. Review Project Artifacts. Review of Test Cases for critical and high requirements
• Conduct external reviews for the test cases with external systems. Performed Functional, System, Integration and Regression Testing. Generate Test Data for Positive and negative test scenarios.
• Run SQL queries and stored procedures for database testing for the verification of results retrieved.
• Performed Data Driven and Database Testing for the verification of results retrieved. Reported bugs in defect tracking tool and tracked them up to closure through Quality Center.
• Responsible for creating and modifying the existing artifacts and submitting them in perforce (Version control System). Performed Regression testing of the application when new objects are added to the application Supervised, coached, mentored, and coordinated the efforts of the QA team.
• Communicated Testing status to project stakeholders. Representing CPC on QA and Production support calls with other clients. Monitoring and Maintaining the health, performance, backup and recovery of applications and communicate all issues with customers and impacted teams
• Responding to production alerts and alarms. Co-ordination between offshore and onshore team for deliverables. Monitoring QC and AOTS tickets. Solving Production Tier 2 and Tier 3 Tickets. Responsible for providing the RCA of each defect to client. Responsible for providing QA support to all downstream applications
• Produce daily QC and AOTS Ticket Status Report. Processing/report verification & status to IT. Status Notification for Outages/Tickets. Co-ordinate with all the application groups on any issues. Provide support out of office hours, during weekends and during major release work to development and customer to help them resolve issues faced. Update the CPC trouble shooting guide as and when required
• Responsible for Build activities in Production environment. Responsible for Knowledge Transfer to all offshore team members

Confidential

Production Support Analyst

Roles and responsibilities:

• Creating and maintaining daily & monthly pipeline and report processing schedule.
• Solving Tier 1 and Tier 2 Tickets. Provided constant technical support for applications to ensure optimal durability and reliability. Produce weekly Callidus Ticket Status Report and conduct meetings with the client.
• Scheduling the jobs in production through UNIX, Informatica and Actuate. Monitoring SBS/DCHR Pipeline through UNIX. Monitor the production jobs through IPC Workflow Monitor, Oracle and UNIX. Monitoring the reporting jobs through Actuate
• Creating SQL queries to analyse the data. In case of Job Failure Fix the Problem and make the job runs successfully. Pipeline and Report Problem Resolution. Capture failures and process messages
• Validate the production run after successful job execution. Processing/report verification & status to IT.
• Status Notification for Outages/Tickets. Root cause analysis of the failed jobs. Co-ordinate with all the application groups on any issues. Maintained close collaboration with vendors to ensure timely support whenever necessary.
• Analysing and investigating defects and faults, and tracing them till final resolution. Prioritizes requests in accordance with agreed service level agreement. Within own area of knowledge; follows agreed procedures to investigate issues and other requests for support and determines appropriate actions to take.
• Update the Production run book as and when required. Record Daily processing reports completion time on Metrics Log. Migrations to production environments by using Harvest. Providing post deployment support for upgrades/changes/enhancements done on production (Live) Environment. Document all the failures and leverage on them when the similar situation occurs.
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures. Leading the QA and production support team from offshore. Responsible for Knowledge Transfer to all offshore team members

Confidential

Developer

Responsibilities:

• Interacting with client to understand requirements and record modifications of requirements.
• Participation in Technical requirements review.
• Developing SQL Queries and Store Procedures, Functions
• Design and develop various reports using Actuate reporting tool.
• Perform various levels of testing on the developed reports.
• Document the functional/technical specifications of various reports.
• Provide the status to development lead