SUMMARY:

• Over 5+ years of Salesforce experience specializing in project management, deployment, customization, and administration.
• Experience includes technical sales, system architecture, enterprise technology deployment, lead project management, and technical consulting.
• Project platforms include Salesforce.com (SFDC), Cloud Computing/Software as a Service (SaaS), and Client - Server applications in all phases of Software Development Life Cycle (SDLC).
• Salesforce Business Analyst expertise on the SFDC CRM and BMC Remedyforce tool suite in support of an enterprise wide rollout of an ITIL best practice based ITSM process and tools initiative.
• In depth work with process development and program management team resulting to a comprehensive ITSM solution.
• Working with existing process architects, solution architects, and external consultants to execute on implementation tasks and provide application and platform support for the SFDC.

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Systems Architect

Responsibilities:

• Working as a Salesforce Systems Architect which includes daily roles but not limited to Admin, Developer, Business Analyst and Project Manager.
• Integrated PrismHR and Kronos with Single Sign On capability via Salesforce Communities.
• Built Salesforce Communities and transitioned the partner community to Salesforce platform.
• Initiates meetings with consultants and vendors acting as Project Manager showcasing projects at an architectural level using Microsoft Visio.
• Implemented Live Agent chat feature and Salesforce computer-telephony integration (CTI) for internal support.
• Monitored external middleware Jitterbit connector for data transformation back and forth flow through the systems.
• Developed the survey system to monitor and track Net Promoter Score and CSAT departmental wide surveys with resulting analytics.
• Performed Data Management, including Data Integration from external data sources using APIs, web services as well as importing and exporting large volumes of data.
• Supported and provided recommendations to the COO, CTO, VP of Sales, and VP of Services by tailoring Salesforce.com to meet agile business needs.
• Reviewed Project Charter, BRD and FSD to ensure all business requirements were documented.
• Designed and executed test plans based on the functional requirement scenarios to test the customizations or developments that were done throughout the implementation.
• Proficient with tools Eclipse IDE (Force.com Plug-in), Developer Console for developing, customizing of Apex Class, Visualforce pages and changing meta-data components; Force.com Explorer and Workbench Querying and testing REST web services.
• Analyzed the business process to carve the high level design for the implementation.

Confidential

Salesforce Technical Lead

Responsibilities:

• Worked on Salesforce.com CRM implementation handling roles of Business Analyst Consultant and Developer.
• Created Service Management team in the company by buying Remedyforce App licenses and implementing the tool across the Salesforce platform.
• Integrated Salesforce.com applications with other various applications, custom objects as per ITIL requirements (SLA’s, Change Request, Problem, Task, Release, Knowledge Articles, Service Request and Incident Management, etc.)
• Initiated meetings with consultants and vendors acting as Project Manager. Showcased projects using Microsoft Visio.
• Creating, upgrading and maintaining functional requirements and design documents acting as Solution Architect designing a solution.
• Configuring and building Salesforce CRM solution based on design document. Experience working with Waterfall and Agile environments with Scrum structure in Enterprise implementations.
• Regular meeting coordination with business users, stakeholders and technical team to understand and deliver required BRDs.
• Coordinate and resolve issues and defects raised by QA and UAT team.
• Designed and executed test plans based on the functional requirement scenarios to test the customizations or developments that were done throughout the implementation.
• Analysis of business process and to carve the high level design for the implementation.

Confidential

Salesforce Business Analyst

Responsibilities:

• Interacted with various business team members to gather and documented the requirements.
• Closely worked with business stakeholders while implementing the best solutions for the requirements.
• Implemented Salesforce for the Sales, Marketing teams in the company.
• Installed Salesforce computer-telephony integration (CTI) for the call center agents.
• Gained experience in migrating from Microsoft Dynamics CRM to Salesforce CR platform.
• Supported the data migration activities for migrating the data from various business centers and business center users with the support of Saleforce.com.
• Represented the Business Development division for weekly stakeholder meetings
• Using root cause analysis and troubleshooting skills to resolve functional and technical issues.
• Serve as the primary point of contact for requests submitted to the salesforce.com Help Desk.

Confidential

Salesforce Admin/ Developer

Responsibilities:

• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Worked very closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various Standard objects of Salesforce .com.
• Guided the executives on the capabilities of Salesforce CRM and on integration with SAP.
• Developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Opportunities, Quotes, Activities, Dashboards and Reports.
• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.
• Set up Marketing Campaigns, Campaign Hierarchies, and Lead Queries, Assignment rules, Web-to-Lead and Auto-Response rules.
• Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
• Designed and modified Approval processes and created Approval steps which used email alerts and field updates.
• Used Tabular, Summary and Matrix reports to create Standard reports and Custom reports.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.

Confidential

Salesforce Administrator

Responsibilities:

• Worked as an entry Salesforce Administrator maintaining user roles, security and sharing access using Organization Wide Defaults, Profile, Roles & Hierarchies, Sharing Rules, and Public Groups.
• Performed database de-duping and cleanup procedures and data migration from legacy system using import wizard and Data Loader Reviewed and understood detailed business, functional and technical requirements.
• Implemented Pick Lists, Dependent Pick Lists, Lookups, Master Detail Relationships, Validations and Formula fields to the custom objects.
• Added custom fields and validations to new and existing objects and added custom functionality using custom controllers and custom extensions
• Developed training plans, materials, and documentation for users, kept materials up-to-date, conducted user trainings as required.
• Completed assignments in a timely and accurate fashion.