SUMMARY:

• Information Technology Professional with extensive experience in Relational Databases, CRM Salesforce Administrator, Data Analysis, Quality Control, UAT, Data Conversion, and Application Implementation.
• Highly skilled in tracking details, documentation, communicating deadlines, and following up with internal and external partners to ensure on time completion of projects.
• Comfortable in interacting with all levels of the organization.
• Excellent problem solving skills.
• Able to make decisions independently and quickly with minimal escalations in a fast - paced environment.

TECHNICAL SKILLS:

Languages: ColdFusion, ExpressionEngine, Oracle SQL, Access Programming, Visual Basic

CRM/Ticketing: Tracker, Aplicor Prism, HelpSTAR, Salesforce.com

Development Tools: Netbeans IDE, Dreamweaver, SQL Developer, Toad, SDLC

Office Productivity: Microsoft Office Suite

Project Management Tools: Microsoft SharePoint, Agile Methodology, VersionOne

Reporting Tools: Borland Starteam, JIRA (Issue Tracking)

PROFESSIONAL EXPERIENCE:

Salesforce Administrator

Confidential, Bowie, MD

Responsibilities:

• Administration of the Salesforce environment; responsibilities include customizing and implementing profiles, roles, security settings, sharing rules, mass transfer accounts and contacts record ownership, applications, custom objects, custom fields, page layouts, workflow, validation rules, approvals, dashboards, reports and training.
• Manage the queue within SLA to provide prompt support to end users to resolve issues with Salesforce and related applications.
• Interface with end users to understand feature requirements and/ or address support issues and work collaboratively with our Analyst and Development teams on more complex requests & issues.
• Supporting approximately 2000 worldwide Salesforce users.
• Interact with Business unit to address user requests.
• Quickly identify business risks, inefficiencies, issues and opportunities related to Salesforce application administration.
• Create documentation, maintain standardization and look for ways to continuously improve processes & procedures.

Senior Application Analyst

Confidential, Rockville, Maryland

Responsibilities:

• Completed company Salesforce implementation. After 3rd party performed the initial phase, successfully performed the Salesforce configuration of the 2nd phase. Implemented over 200 requests as part of the 2nd phase of the CRM implementation.
• Collaborated with the business owner, stake holders and business analysts to write Salesforce technical requirements using VersionOne tool.
• Streamlined Salesforce change request ticketing process, reduced implementation time from 3 weeks to less than 1 week.
• Implemented the APEX round robin case ownership assignment rule for support queues in an effort to improve the support process.
• Performed multiple roles as a business owner, business analyst, technical lead and tester in the redesign and automation of year-end department reports for Compliance Department. These reports integrated data in AWS data warehouse from various systems. Managed the internal and external resources necessary to complete this project.
• Designed and scheduled analytical Reports and Dashboards that provided information to managers and directors of various departments to make business decisions.
• Created the monthly statistical reports and dashboard for customer support cases, used for end of the month CEO report.
• Updated Standard objects, created new Customer objects picklists, page layouts, created new custom fields, added new field validation rules, workflows, approval process, object security, alerts and email templates.
• Created email to cases for multiple teams and departments with the purpose to automate the support process in order to efficiently communicate with our customers.
• Migrated Confidential roles data to Salesforce using Data Loader in different Sandbox environments (Development, Test and Production environments).
• Managed configuration changes using Change Set from Development to Test and Production environments.
• Exported Account and Customer data from Salesforce for the Confidential Milestone Performance Goals Quarterly Customer Satisfaction Survey sent by Marketing department to Confidential Customers.
• Troubleshoot Salesforce questions and issues, leveraging the Salesforce Success Community and Premier + support as necessary.
• Trained new internal users with the use of Salesforce, report and dashboard creations.

Confidential

Responsibilities:

• Managed Confidential support Queue. Created and updated Confidential accounts, contacts and subscriptions.
• Responded to and resolved Confidential external customers support cases.
• Setup business rules and configured Roles Based Security using our Cornerstone Administration Tool.
• Created and maintained procedures and documentation for the support of Confidential .
• Assisted with regression testing of database and business rule code modifications.
• Planned and prepared reports regarding data translation, data conversion issues and statistics.
• Developed data standards and the means to test the converted data against these standards including creation of statistical reports comparing previously converted data to new data.
• Analyzed customer data integrity issues as part of the data quality control.
• Contacted customers to determine scope of reported problem or notify of status of data correction.
• Collaborated with team members, Product Management and Project Manager Office to determine timelines for realistic project completion goals.
• Conversions of new Multiple Listing System data load to Confidential database using Oracle PL/SQL.

Confidential

Compliance/Listing Data checker

Responsibilities:

• Outstanding Project Team Award for Confidential Compliance Implementation.
• Managed the Listing Data Checker Support Queue. Responded and resolved internal Listing Data Checker-Compliance customer support cases.
• Technical Lead/SME for Listing Data Checker by Corelogic for Compliance.
• Performed functional testing during every six-week release period.
• Documented bugs/new requirements/change requests and provided to Listing Data Checker Team/Corelogic.
• Trained internal staff on the usage and workflows of Listing Data Checker.

Confidential

Website Support

Responsibilities:

• Designed the Request for Change website application to track all the changes performed in Confidential systems.
• Performed website maintenance for Confidential .com using ColdFusion and Expression Engine.
• Managed Marketing content and Knowledgebase articles for Support Center.
• Determined business requirements with stakeholders and created web-based reporting capabilities for Support Center.

Application Developer

Confidential, Rockville, Maryland

Responsibilities:

• Created Real-Estate Public Records Data Collections Database System using Microsoft Access/Visual Basic.
• Working with stakeholders, identified scope, objectives, business requirements, and developed a customized Microsoft Access Database Collection tracking system that provides the entry point for data collections information into standardized forms allowing to schedule and budget for the Data Integration Department.
• Coordinated the data loading schedule with the Data Center Department and supervised the processing of 5,000,000+ Real-Estate public record data, acted as second level quality control, and oversaw the data processing programming and database management, statistic and system management for data corrections.

Systems Analyst

Confidential, Rockville, Maryland

Responsibilities:

• Developed and maintained Microsoft Access database application for collecting Deed information for 90+ jurisdictions.
• Performed Real-Estate Listing data conversion. Created conversion clauses using Oracle PL/SQL functions.
• Collected and processed Real-Estate Public Records information from different jurisdictions in the Washington DC area.