SUMMARY:

• Experience professional with 7+ years IT experience with 5 years of experience in implementation, configuration, design, analysis and understanding of SFDC CRM Application.
• Experience working across various SFDC implementations covering Sales cloud, Community Cloud, Service Cloud, Call Center, Chatter & App - exchange applications and Experienced in creating Lightning pages inside Lightning Community Builder.
• Experience in Lightning Components and SalesForce Lightning Design System (SLDS) with Salesforce Marketing cloud.
• Well experienced with VisualForce, APEX, and Force.com platform, Triggers, Components and Controllers in Salesforce Classic &Lightning.
• Strong Knowledge in Salesforce Administration and Customization, Data Validation, Sales, Marketing, Customer Service and Support Development team.
• Hands on experience in implementing Force.com Design, Test and deploy Custom objects and enhancements, Page layouts, Workflows and alerts within SFDC and leveraging chatter feed through API.
• Experience in distinct phases of SDLC (Software Development Life Cycle) including strategic systems planning, designing, testing, documentation, and presentation to users.
• Have good working knowledge in querying Salesforce.com database using SOQL SOSL queries using Force.com Explorer.
• Excellent technical writing skills to create Business Requirements Document (BRD), Functional Specifications Document (FSD), Non-functional Requirements Document and Use Cases Specifications.
• Experience with SFDC Service console, customer portal, case management, knowledge base, customer communities and service account management.
• Experience with CRM processes like Sales, Marketing, Customer Service and Customer Support, Business Processes, Campaign Management, and recommended solutions to improve their processes using SFDC.
• Adept in reviewing Test Procedures, creating Test plans, Test Scenario, executing Test Cases, Test Data reviewing and maintaining and executing detailed Test scripts for User Acceptance Testing (UAT) for CRM applications in Salesforce environment.
• Proficient in requirements management, sprint planning, issue tracking, impediment management, and task distribution workflow management tools like Rally, JIRA and Bugzilla to track the sprint progress.
• Understanding of the Salesforce Radian6 and Salesforce Publish Media, MS SharePoint, MS Dynamics CRM.
• Experience in Requirement Analysis, JAD sessions, Business and Systems reviews and working sessions to understand the requirements and system design.
• Experience in using Salesforce.com Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions and Approval Process.
• Experience in writing test plans, defining test cases, developing and maintaining test scripts.
• Extensive experience in producing documents like Business Requirements Documents (BRD), Functional Requirement Specifications (FRS), Software Requirement Specifications Creating Request for Proposals (RFP), creating Requirements Traceability Matrix (RTM).
• Strong knowledge database and data manipulation skills using SQL. Worked in SQL Server and Salesforce database structure.
• Experience in System Integration using Web Services API - SOAP API, REST API.
• Experienced in Enterprise Business Analysis, Validation Rules, Business Case, Change Management, Risk Management, Training Material Development and defining Key Performance Indicators.
• Served as SFDC Subject Matter Expert (SME) for Salesforce Service Cloud Implementation.
• Expertise in UML (class diagrams, object diagrams, GAP Analysis, use case diagrams, state diagrams, sequence diagrams, activity diagrams, and collaboration diagrams) as a data analysis methodology for application functionality designs.
• Experience in performing Administrative tasks like Profile creation, Permission sets, granting access through OWDs, role hierarchies and Sharing Rules.
• Experienced in Data Migration from other applications to Salesforce using Data Loader.
• Experience in data migration from ACT, Excel, MS outlook and Legacy Systems using Data Loader, Import Wizard, Informatica Data Loader.
• Strong problem-solving skills - Cause, Effect and Root Cause Analysis with a high learning acumen to adapt to modern technologies.

PROFESSIONAL EXPERIENCE:

Salesforce CRM Business Analyst

Confidential - Hoboken, NJ

Responsibilities:

• Implemented and customized Salesforce customer relationship management (CRM) for Marketing, Sales and Case Management also implemented sales cloud and service cloud to improve customer retention and service delivery process improvement.
• Identified, planned and implemented new Salesforce.com features and functions (new screens, workflow, force.com objects, reports, apex code) in response to business needs in Sales Cloud.
• Played the role of a Business Analyst in Agile environment by eliciting Business Requirements from Business users using Brain Storming sessions, interviews and JRP sessions and converting them to Functional Requirements.
• Integrated Salesforce CRM with Siebel CRM explicitly using web services API.
• Elicited and documented requirements by collecting both functional and non - functional requirements and prioritize them into users' stories in JIRA.
• Worked on designing SOAP/REST APIs integration architecture to provide the programming interface to interact with Force.com.
• Worked extensively in customization of Service Cloud Console by embedding Visualforce pages in custom console components, highlight panel and interaction log.
• Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other Components on detail pages.
• Created, assigned, and maintained tickets in JIRA for bugs and defects.
• Facilitated workshops between business stakeholders and offshore developers to modify Salesforce.com Merchant CRM platform to conform to Best Practices and to improve performance.
• Provided technical consulting and support in solution integration and API design activity that occurs during various phases of the project
• Assisted in guiding the customers on Service Cloud implementation.
• Built Salesforce reports as requested by management, along with standard sales reports.
• Developed and managed the execution of the Change Management strategy, plan and approach for a major Salesforce.com release as well as release focused on integration of Siebel and Salesforce.com.
• Conducted JAD sessions to allow different stakeholders to communicate their perspectives with each other, resolve issues and come to an agreement quickly
• Reviewed the Functional requirements and Business Requirements and helped QA teams to create Test Plan and Test Cases.
• Created Custom Objects, Tabs and Page Layouts as per the requirement.
• Created Workflows, validation rules, assignment rules, Approval Process.
• Crafted and reviewed various business documents including SRS, BRD, FRD, Use Case Specifications, FSD, SDS, Data Mapping Documentation, Requirement Traceability Matrix (RTM).
• Conducted DCO sessions with impacted business unit SMEs to capture detailed project requirements.
• Planned and conducted requirements elicitation meetings with the business to collect functional and non-functional requirements relating to client's Salesforce technology enhancement and initiatives.
• Designed various HTML Email templates for Auto-Response to customers.
• Successfully conducted JAD sessions, which helped synchronize the different stakeholders on their objectives and helped the developers to have a clear-cut picture of the project.
• Conducted internal training sessions for business users on Salesforce technology functionalities, especially with respect to reports and dashboards.
• Assigned profiles and roles to users as per the organizational requirements.
• Managed forecasts, contract management and pipeline maturity through the Sales Force.com CRM software.
• Created Workflow Rules, Page Layouts, Approval: PeopleSoft Consultant Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.
• Created, Implemented and modified the Custom objects, Page layouts, Custom tabs, and Components, to suit to the needs of the application.
• Responsible for enabling network-based security and organization-wide list of trusted IP address.
• Assisted UAT team with Trainings and execution of business requirements.

Salesforce CRM Consultant/Analyst

Confidential - Bellevue, WA

Responsibilities:

• Implemented Community Cloud lightning components in working ability for conversion of visual force pages into lightning.
• Administrated and monitored the company's Salesforce sales cloud application by creating the workflows for automated lead routing, lead escalation and email alert.
• Used Community Cloud to build deeper relationship with customers to provide better service and assist them through online also Restructured Community Cloud configuration and improve customer service responsiveness from an average of 2 - days to 2-hours.
• Analyzed the changes performed in CRM application for marketing, sales etc. translated them to business and functional requirements for Sales and Service Clouds in SFDC.
• Communicated the power of the Community Cloud to stakeholders and defining Salesforce lighting components to replace visual force pages.
• Practiced with the new Lightning Design System(LDS) which helps to quickly and easily create modern enterprise apps using Lightning App Builder and Lightning Components Performed.
• Worked in development of Lightning components and Lightning Design System along with modifying the Visualforce Pages to work in both Classic and Lightning environment.
• Involved on creating Lightning pages inside Lighting Community Builder.
• Maintained requirements in JIRA for tracking and testing purposes.
• Involved in Analysis, design, development and implementation of salesforce.com applications.
• Incorporated Salesforce Sales Cloud Best Practices into the solution decisions for the future state Opportunity management and order management capabilities.
• Integrated the API and Web Services for extracting the data from external systems to display/store in the pages of Salesforce.com using the REST services.
• Facilitated collection of functional requirements from system users and preparation of business requirement documents (BRD) that provided appropriate scope of work for technical team to develop prototype and overall system.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Activities, Dashboards and Reports.
• Provided direct support to Salesforce users during post-implementation issues and migrated metadata from sandbox to production.
• Standard and custom field creation and maintenance at the direction of B2B Salesforce Manager on the platform and on service cloud.
• Proficient in Developing and executing Test Plans, performing functional, usability testing and ensuring that the software meets the system Requirement.
• Extracted the salesforce CRM information into BI Data Warehouse using Force.com API/Informatica on Demand to provide integration with oracle financial information to perform advanced reporting and analysis.
• Involved in generating test plans, test cases and test specifications as per Business requirements.
• Facilitated project scope documentation, goals and deliverables in collaboration with business stakeholders and senior management.
• Assisted the operations team during the integration phase with Radian6 to form the Salesforce Marketing Cloud by completing several.
• Supported the pharmaceutical system devices research with in the salesforce enhancement.
• Used RTC (Rational Team Concert), JIRA to track the story progress, track issues and overall project report.
• Played a pivotal role in JAD sessions helping to develop detailed solutions and documented the Functional and System specification requirements.
• Served as an Interface between the end users and the different teams involved in the application development for the better understanding of the business and IT processes.
• Handled daily maintenance tasks associated with SFDC.
• Worked with deadlines in a fact paced environments with good decision making, influenced the Stakeholders, Cross Functional teams and recommended technology strategies.
• Conducted GAP analysis to regulate the gaps in the requirements and conveyed to various modules of the project.
• Provided the exact status of project to Stakeholders and Subject matter experts(SME's).
• Prepared Business Process Models that includes modelling of all the activities of the business from the conceptual to procedural level.
• Conducted internal training sessions for business users on Salesforce technology functionalities, especially with respect to reports and dashboards.
• Involved in SFDC Application (sales cloud and service cloud) Setup activities and customized the apps to match the functional needs of the organization.
• Interacted with technical architects to identify and analyze the given information, procedures, decision flows, and evaluated existing procedures.
• Gathered Business Requirements and Established As-Is/To-Be process flows for Financial Services Business Processes.
• Participated in UAT, identified software problems, wrote easy-to-follow bug reports, logged them into bug tracking database, monitored their progress and verified their fix Using QC.
• Participated in deployment from Sandbox to Production environment.
• Incorporated Salesforce Sales Cloud Best Practices into the solution decisions for the future state Opportunity management and order management capabilities.
• Created and maintained Requirements Traceability Matrix (RTM) to trace technical requirements to their business requirements and the test case to their functional requirements.
• Leveraged multiple existing sales reports and other tools to develop and deliver accurate reports and information.

Salesforce Business Analyst

Confidential - Los Angeles, CA

Responsibilities:

• Developed and configured various Custom Reports and Report Folders for different user profiles based on the need of the organization.
• Worked with various SFDC objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.
• Involved in Salesforce.com application setup activities and customized the apps to match the functional needs of the organization.
• Documented the User Requirements Specifications by gathering the requirements from the business sponsor and various stakeholders.
• Responsible for performing administrative functions in Salesforce CRM such as create/modify pick lists and lookup fields.
• Performed Data Management, including Data Integration from external data sources using APIs, web services as well as importing and exporting large volumes of data.
• Interacted with various business team members (JAD Sessions) to gather the requirements and documented them.
• Involved in creating Gap analysis document identifying the data, business process and work flows of the organization with respect to SalesForce.com implementation.
• Created a sync of contacts, email alerts, events and tasks between Salesforce to Outlook and Outlook to Salesforce successfully.
• Provided ongoing Salesforce.com maintenance and administration services including periodic cleansing, custom objects and workflows.
• Implemented the requirements on SFDC platform and Force.com IDE Plug - in using Eclipse.
• Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SFDC and other Platform based technologies like Visualforce, Force.com API and Web Services (Soap/Rest).
• Created company profile, set up new user profiles, and define roles.
• Initiated Test Plans, developed and executed test cases and scenarios, worked with users to develop specific acceptance criteria and prepare test exhibits.
• Developed various Custom Objects, Tabs, Components and Visual Force Pages.
• Facilitated change management within the project by performing impact analysis for change requests and regularly updating Requirement Traceability Matrix (RTM).
• Enabled and used API 's only user for performing regular updates from legacy system using REST API.
• Documented small-to-medium sized CRM based projects details.
• Developed Custom Reports and configured the Analytic snapshots to dump the data on regular basis for the sales performance and lead generation statistics.
• Created and deployed Several Reports using SFDC platform.
• Worked with the development team to implement Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.
• Performed data migration from legacy system to Salesforce.
• Supported and maintained corporate CRM systems and related applications.
• Played a key role in the test planning, User Accepted testing (UAT), and implementation of system enhancements and conversions.

Business Analyst

Confidential - NY

Responsibilities:

• Identified and validated high potential business opportunities for stakeholders.
• Used Rational Unified Process (RUP) for streamlining the team's development activities.
• Gathered business Requirements, analyse data/workflows. Defined the scope and progressed from problem Statement to well - documented Designs.
• Wrote business requirements document (BRD) and business/system process flows to meet the needs of all stakeholders.
• Performed Data mapping, logical data modeling, created class diagrams and ER diagrams and used SQL queries to filter data.
• Created in creating Requirement Specification (SRS) and FRD/FDS capturing Process Flows, Use Case Document, Use Case Diagrams, Activity Diagrams, and Sequence Diagrams.
• Interacted with business users and gathered user's requirements to develop necessary Test plans, Test Cases and Test script.
• Planned and defined system requirements to Use Case, Use Case Scenario and Use Case Narrative using the UML (Unified Modelling Language) methodologies.
• Used MS Visio for designing flow-charts and process models of the application.
• Worked with business analysts to deliver business use cases per the project requirements.
• Reviewed test plans and test cases for the applications.
• Created business process workflow diagrams (Activity diagrams) in Rational Rose.
• Worked as an Interface between the users and the different teams involved in the application development for the better understanding of the business and IT processes.

TECHNICAL SKILLS:

Operation Systems : Windows XP, Windows 2007, Windows 2008, Linux

Salesforce Technologies:   Salesforce1, Salesforce lighting, Community Cloud, Apex Language, Classes/Controllers, Apex Triggers SOQL, Visual Force Pages, SOQL, SOSL Apex Web Services & Testing, Workflow & Approvals, Dashboards, Analytic Snapshots, Case Management Automation, Custom Objects.

Methodologies: Waterfall, Agile - Scrum

Digital Marketing systems: Salesforce Journey Builder, Email studio, Social studio

Automation Platform: Salesforce Marketing cloud

Salesforce Tools: Eclipse, Force.com, Eclipse IDE Plug-in, Apex Data Loader, Workbench, Apex triggers

Social media and web: traffic analytical tools - Radian6

Web Technologies - HTML, XML, JavaScript, CSS3, HTML5.

Web Services: SOAP API, REST API

Databases: Oracle MySQL, SQL server

Database Tool: MySQL Work bench

Tools and Packages: Salesfoce.com, MS Visio, Mock-up Screen, Lucid Charts

Software Applications: MS Project, MS Word, MS Excel, MS Visio, MS PowerPoint