SUMMARY:

Seasoned Salesforce professional with over 8 years of hands on Salesforce experience, seeks a full - time position as a Salesforce Administrator, Developer, or Analyst with an organization where I can learn and establish new skills while practicing the skills I have.

KEY SKILLS:

• Cisco/VoIP Telecommunication
• Certified Salesforce Administrator
• PC (XP/Windows/MAC) Hardware Support
• Salesforce.com Development and Configuration
• Knowledge of Salesforce and other CRM databases
• Cisco Unity/Octel/Microsoft Exchange experience
• Knowledge of Internet standards and protocols (DNS/TCP/IP)
• Oracle Database Administration
• Strong Java/PCRGui experience
• SOAP API
• Strong SQL Experience
• IT Help Desk experience
• Strong AutoCAD and Adobe InDesign experience
• Graphic Design Experience
• Financial Database Administration
• Strong Jira Experience
• Salesforce Lightning
• Knowledge of Drupal Administration
• Power use of MS PowerPoint, MS Word, and MS Excel
• Knowledge of PowerPivot
• Project Management Experience
• Nonprofit Experience
• Big 4 Experience
• SharePoint Power User
• Data Migration Experience
• System Integration Experience
• Proficient in Salesforce AppExchange Apps and SF Marketing Cloud
• Custom Objects and Relationships

TECHNICAL SKILLS:

• Cisco Call Manager
• Salesforce
• Drupal
• Oracle
• Jira
• Atlassian
• BMC Remedy
• Cirrus Insight
• DocuSign
• Github
• Pardot
• PowerPoint
• Finesse
• ExactTarget
• Oracle
• Vertex
• Classy
• ZeaCom
• Cisco ICM
• Conga Composer
• Data Loader
• CPQ
• Ruby
• Live Agent

DETAILED PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Administrator/Salesforce Technical Analyst

Responsibilities:

• Configuration and customization of Salesforce.com for enterprise-wide implementation for various numbers of users.
• Completed detailed requirements and solution documents based on requirements provided by customer at time of Discovery/Business Process Review.
• Led system integration activities and trainings for the Salesforce team to handle them after go live.
• Created various Dashboards and Dashboard folders to assist managers in snapshot views of pertinent data.
• Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.
• Supported data migration activities for various business groups.
• Designed, and developed the Custom objects, validation rules, Page layouts, Custom tabs, Components, VisualForce Pages to suit to the needs of the application.
• Implemented Web to Case, Email to Case functionalities to provide a better customer support to the customers.
• Implemented Case Management as well as Remedyforce add ons for various clients.
• Change Set creation, preparation, training, and deployment.
• Managed and participated in all phases of the project, including Project Plans, Documentation, and configuration.
• Created a large number of users and assigned respective roles and profiles.
• Led testing and test script creation for the QA phase of each project.
• Led several training sessions, lunch and learns, created training documentation as well as recorded training videos for the clients.
• Managed licensing and purchasing of Salesforce.com products for the customer.
• Involved Premiere Support and handled the support cases on issues that needed to be escalated with Salesforce.com support in a timely and efficient manner.

Confidential

Salesforce Administrator

Responsibilities:

• Configuration and customization of Salesforce.com for enterprise-wide implementation for various numbers of users.
• Developed Apex Classes, Triggers, Batch Classes and Scheduled classes to automate various business processes.
• Provided post-implementation support to assist end users in creating reports, dashboards and certain Administration tasks including creating and maintaining user profiles and privileges.
• Implemented, trained Salesforce team, and completed necessary configuration on numerous AppExchange applications to assist the customer’s business needs.
• Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.
• Designed, and developed the Custom objects, validation rules, Page layouts, Custom tabs, Components, VisualForce Pages to suit to the needs of the application.
• Implemented Web to Case, Email to Case functionalities to provide a better customer support to the customers.
• Developed Apex Classes, Triggers, Batch Classes and Scheduled classes to automate various business processes.
• Created various Reports (summary reports, matrix reports, pie charts, custom dashboards and graphics) and Report Folders to assist various clients (configured for different user profiles).
• Created data migration documents and spreadsheets for import/export of data from various Salesforce environments.
• Led “Super User” or “Company Elite User” training sessions for users who wished to take over the Salesforce tasks or gain certification.
• Created various Dashboards and Dashboard folders to assist managers in snapshot views of pertinent data.
• Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.
• Supported data migration activities for various business groups.
• Led ExactTarget training and configuration for several clients.
• Involved in the Data Transformation and Data Cleansing activities while transferring the data to the external system using Informatics on Demand.
• Designed and created custom features to accommodate the client with the use of VisualForce pages and Apex programming language on the back end.
• Change Set creation, preparation, training, and deployment.
• Led several training sessions, lunch and learns, created training documentation as well as recorded training videos for the clients.
• Managed Salesforce licensing and customer product purchases.
• Created numerous cross object, plain, and complex formulas for customer’s various custom needs.
• Led testing and test script creation for the QA phase of each project.
• Involved Salesforce Premier Support and handled the support cases with the Salesforce.com Help Desk in a quick and efficient manner.

Confidential

Salesforce Administrator/Business Analyst

Responsibilities:

• Configuration and customization of Salesforce.com for enterprise-wide implementations for various clients with differing numbers of users.
• Created Price Books and associated Products for Sales Team business processes.
• Designed and created custom application processes, websites, personal stores, etc. for association customer’s needs.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist Marketing and Sales team managers on new leads, pipeline deals, metrics, etc.
• Implemented, trained Salesforce team, and completed necessary configuration on numerous AppExchange applications to assist the customer’s business needs.
• Created data migration spreadsheets and documents for import/export of data from the Salesforce org.
• Created various Dashboards and Dashboard folders to assist managers in snapshot views of pertinent data.
• Created numerous cross object, plain, and complex formulas for customer’s various custom needs.
• Implemented and customized the following objects: Contacts, Accounts, Leads (including Web-to-Lead form), Opportunities, Campaigns, Documents, Reports (including Dashboards/KPIs), Products, Cases, and Solutions.
• Developed various Custom Objects, Tabs, Entity-Relationship data model, validation rules on the objects and tabs, Components and Visualforce Pages.
• Worked with various objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Developed Apex Classes, Triggers, Batch Classes and Scheduled classes to automate various business processes.
• Led numerous AppExchange integrations for both the company’s internal Marketing, Sales, and Customer Success Teams as well as for many of my association clients.
• Designed and created custom features to accommodate the client with the use of VisualForce pages and Apex programming language on the back end.
• Managed package updates for customers on a quarterly basis.
• Led several training sessions, lunch and learns, created training documentation as well as recorded training videos for the clients.
• Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.
• Managed data migration for various clients and led training on how to prepare for said data migration activities.
• Led testing and test script creation for the QA phase of each project.
• Involved Salesforce Premier Support and handled the support cases with the Salesforce Help Desk in a quick and timely manner.

Confidential

Salesforce Administrator/Junior Consultant

Responsibilities:

• Configuration and customization of Salesforce.com for enterprise-wide implementation for various numbers of users.
• Managed and handled upkeep for Confidential ’s internal Salesforce environment where I created custom objects, designed and created objects and features to track project requirements, their status and their completion.
• Managed Confidential ’s training environments and applicant skill testing environments while rating the skill level of the applicant as well.
• Led discovery sessions with clients.
• Interacted with various business user groups for gathering the requirements for implementation and documented the Business and Software Requirements in pertinent documentation.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders as well as Dashboards for quick up to the second snapshots of numbers for manager viewing.
• Designed and created an Approval Process for Knowledge Base article submission as well as associated custom triggers for prompt notification, etc.
• Implemented ExactTarget Marketing Cloud and handled all configuration that spanned for over 1000s of users.
• Created data migration documents for import/export of data.
• Led a Case Management implementation for over 450 users.
• Validation rule design, configuration, and training.
• Live Chat and Zeacom plugin design, training, and configuration.
• Implemented and customized the following objects: Contacts, Accounts, Leads (including Web-to-Lead form), Opportunities, Campaigns, Documents, Reports (including Dashboards/KPIs), Products, Cases, and Solutions.
• Developed various Custom Objects, Tabs, Entity-Relationship data model, validation rules on the objects and tabs, Components and Visualforce Pages.
• Worked with various objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.
• Developed Assignment rules, Escalation rules to enable proper routing of cases to the case team members
• Utilized Data Loader to support and handle data loading activities.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Led testing and test script creation for the QA phase of each project.
• Involved Premier Support and handled the support cases with the Salesforce support Help Desk in a quick and timely manner.

Confidential

Salesforce System Administrator

Responsibilities:

• Managed the company’s Salesforce Org and handled all end user tickets, questions, requests, etc.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist internal HR and building management teams to better utilize as a tool and configured various Reports and for different user profiles.
• Managed and configured Case Management in Salesforce to support call resolution and marketing tasks.
• Configured custom objects to track incoming properties and created workflow rules to trigger pertinent to-do lists, alerts, and documents to be sent to the designated parties in charge of the property.
• Interacted with various business user groups for gathering the requirements for implementation/customization and documented the specific needs to prepare for configuration.
• Utilized data loader and other data tools to handle and support large scale data loads.
• Implemented and customized the following objects: Contacts, Accounts, Leads (including Web-to-Lead form), Opportunities, Campaigns, Documents, Reports (including Dashboards/KPIs), Products, Cases, and Solutions.
• Developed various Custom Objects, Tabs, Entity-Relationship data model, validation rules on the objects and tabs, Components and Visualforce Pages.
• Worked with various objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.
• Created data migration documents for import/export of data from the internal Salesforce environment.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Led training sessions for business groups and Salesforce.com team.
• Managed daily billings and fiscal data entry responsibilities on the front end of the system.
• Involved Premier Support and handled the support cases with the Salesforce Help Desk.

Confidential

Salesforce System Administrator

Responsibilities:

• Established deployment strategy for implementing Salesforce.com changes.
• Conducted unit and integration testing.
• Trained client in Salesforce configuration and development techniques.
• Configured security and organizational hierarchy for Salesforce implementation.
• Evaluated Support module for call-center/help desk application.
• Created data migration documents for import/export of data from Salesforce environment.
• Led testing and test script creation for the QA phase of each project.
• Extracted the data from the Salesforce application into the external databases (Oracle 10g) for generating large data
• Interacted with various business user groups for gathering the requirements for implementation and documented the Business and Software Requirements.
• Involved Premier Support and handled the support cases with the Salesforce Help Desk on an as needed basis.
• Developed various Custom Objects, Tabs, Components and Visualforce Pages.
• Managed and led a BMC RemedyForce implementation for numerous business groups, users, and companies.
• Led a Case Management implementation for over 500 users.
• Led a deployment and SharePoint implementation that spanned over 3000 users.
• Implemented and managed Finesse .