PROFESSIONAL SUMMARY:

• Over 8+ years of IT experience working as Software Developer in various CRM systems, which includes 3+ years of experience in Salesforce CRM as Salesforce Administrator, Developer and Analyst.
• Business expertise in project management, requirements gathering, solution design and client relations liaison.
• Possess knowledge of Salesforce CRM processes like Sales, Marketing, Service and Community Cloud.
• Worked with MVC (Model View Controller) design pattern and implemented in salesforce customizations using Visualforce (Pages, Components, Controllers), Apex (Classes, Controllers, Triggers, Batch, Scheduler, Queueable).
• Experience in Administration, Configuration, Customization, Development and Support on Salesforce.com Platform.
• Good working knowledge in querying Salesforce.com database using SOQL & SOSL queries using Confidential Explorer, Developer Console, Eclipse and Workbench.
• Analyzing business requirements and preparing Entity Relationship diagrams and convert them to salesforce.com using Standard/Custom objects, established objects relationships using Lookup, Master - Detail and Junction objects to implement One-to-Many and Many-to-Many relationships respectively.
• Ability to effectively translate Salesforce data into business understandable metrics using Reports (Matrix, Summary, and Tabular), Analytical Snapshots, and Dash Boards (Static and dynamic).
• Performed Salesforce administrative tasks like setting up Users, Roles, Profiles, Permission Sets, Security Controls, Sharing rules. Developed formulas and validation rules to ensure accuracy of business processes using Salesforce Lightning.
• Used Lightning Process Builder for visualizing and creating automated business processes.
• Extensive experience on working with custom objects, custom fields, Pick-list, page layouts, Workflow Alerts and Actions, Approval Process, custom Tabs using Lightning App Builder.
• In-depth understanding of CRM business process like Campaign Management, Lead Management, Order Management, Account Management and Case Management and expertise in maintaining the Functional areas of Accounts, Contacts, Leads, Campaigns, Opportunities, Opportunity Line Items, Product, Quotes, Orders, Contracts, Price books.
• Implemented step by step automatic Approvals using Salesforce Lightning Process Builder.
• Experience in implementation of Web-to-Lead, Web-to-Case and Email-to-Case functionalities to capture leads from website and create Cases from email.
• Good knowledge and understanding of web services standards and have experience on Web-service testing for SOAP implementation using SOAP UI tool for SOAP/REST services.
• Deployed salesforce components from Sandbox to Production instances using Change sets. Also, have hands on experience on Packaging and Distribution.
• Good Knowledge on Confidential sites, Customer/Partner portal, Visual Flows, Custom settings and Salesforce Chatter.
• Experience in bulk Data migration from Excel, MS Outlook and Legacy systems to Salesforce.com using Apex Data Loader, Import Wizard.
• An experienced professional who has been consistently delivering within budget, schedule and quality for multiple projects for the past several years.
• Team player with good interpersonal skills, strong understanding of fundamental business processes, excellent Communication and Problem-solving skills.

LANGUAGES & TECHNOLOGIES:

Programming Languages: Apex, SQL, SOQL, SOSL, PL/SQL, C, COBOL, Unix, Shell Scripting

Web Technologies: Visualforce, HTML, CSS

Salesforce Skills: Salesforce.com Platform, Custom objects/tabs, Master-Detail/Lookup relationships/Junction object, formulae fields, Workflows, Approvals, Profiles, OWD, Sharing Rules, Permissions sets, Validation Rules, Page layouts, Record types, Visualforce Pages & Components, Apex classes/Controller/Triggers, Test classes, Batch & Scheduled Apex, Web services, Process Builder, Reports, Dashboards, Change sets.

Salesforce Tools: Eclipse, Confidential Eclipse IDE Plugin, Confidential Explorer, Confidential Platform (Sandbox & Production), AppExchange

Salesforce ETL/Migration tools: Import Wizard, Data Loader, Confidential Workbench, SOAP UI

Agile: Scrum, Kanban, Waterfall

PROFESSIONAL EXPERIENCE:

Confidential, Santa Clara, CA

Salesforce Developer/Administrator

Responsibilities:

• Interacted with various Business users to gather enhancement requirements and setting expectations on the project progress in scrum meetings.
• Responsible for end to end delivery from requirements gathering, establishing high level solution with business owner, interfacing between client and development team, to delivering the requirement into production.
• Designed and developed solutions based on functional requirements for Confidential ACP implementation on SFDC platform.
• Designed, Implemented and deployed Custom App, Custom objects, Custom fields, Relationships among them using relationship fields and junction objects, Custom tabs, Validation rules, Workflow Rules, Permission sets, Page layouts, Record types, Email templates, List View to suit the needs of the application.
• Provided salesforce custom solutions and technical development strategies using Visualforce Pages, Custom Controllers - APEX Classes to find/inquire licenses or to become a licensee, to create OSO form as a tool to be used by Operations and Accounting to track deployments and SOQL/SOSL to store/fetch data from Salesforce.com platform database.
• Developed Cascading Style Sheets (CSS) for creating effects in Visual force pages.
• Created and Maintained new Salesforce Users, Profiles, Role Hierarchy, Permission Sets and Sharing rules for users.
• Implemented organizational security baseline, object and field level security to hide critical information on the profile users.
• Worked in managing users, setting up public groups and queues, page layouts, search layouts to organize fields, custom links, related lists, and other functionalities.
• Field tracking was enabled to track the status of Approval and email was triggered to notify the associated team of approval request. Created email templates for the workflow email alerts.
• Designed formulas to set up complex workflow rules and defined related tasks, time triggered tasks, Auto Response rules, field updates to automate the business logic.
• Implemented step by step automatic Approvals using Salesforce Lightning Process Builder.
• Used Data Loader for insert, update & bulk import or export of data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files. Performed tasks for Data Migration like Data mapping and Data loading.
• Worked extensively with the QA team for designing Test Plan and Test Cases for the User Acceptance testing (UAT) and developed Apex Test Classes with assurance of maximum code coverage
• Resolved/Executed requests received from end users through Admin Front Door as per defined timelines.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports and for different user profiles based on the need in the organization.
• Documented functional specifications and requirements by organizing detailed discussions with stakeholders and users, where no preventable rework was necessary after the initial demo.
• Performed the role of Support Engineer for the internal users and helped them in getting used to the Application, generated reports and saved them for further access to the users.
• Extensively involved in training users on Salesforce and facilitating its fast adoption in organization.

Technical Details/Environment: Salesforce.com Platform, Visualforce, Apex Classes, Test Classes, Data Loader, Import Wizard, Lookup relationship, Master Detail relationship, Junction object, Custom Objects, Change sets, Sandbox, SOQL/SOSL, Workflows, Approvals, Profiles, Organization wide default, Sharing rules, Permission sets, Validation Rules, Email services, Record types, Process builder, Eclipse IDE Plug-in, HTML, CSS, Windows.

Confidential, Santa Monica, CA

Salesforce Developer/Administrator

Responsibilities:

• Closely worked with Salesforce.com consultants in requirement gathering and implementation of best solutions for the needs of organization and served as enhancement team member and performed the roles of Salesforce.com Administrator and Developer in the organization.
• Designed, Implemented and deployed Custom App, Custom objects, Custom fields, Relationships among them using relationship fields and junction objects, Formula fields, Custom tabs, Validation rules, Workflow Rules, Permission sets, Page layouts, Record types, Email templates, List View to suit the needs of the application.
• Implemented Ap ex Triggers with SOQL & SOSL queries to store and download the data from Salesforce.com platform database.
• Apex trigger was defined on an object to populate the fields on the other custom object based on the entries made in the primary object.It did the necessary calculation based on the dates being entered by the user and populated the required fields for the requirement.
• Created concierge user accounts under a common profile and assigned permission sets for added permissions.
• Provided ongoing salesforce.com maintenance to new Salesforce Users, Profiles, Role Hierarchy, Permission Sets and Sharing rules for users and supported over 200+ users for their day to day Salesforce requirements and issues.
• Used field level security along with page layout to manage the visibility and accessibility of fields for different profiles.
• Configured various Reports and Dashboards for different user profiles based on the need in the organization.
• Tested new functionalities on Salesforce1 App and supported tickets coming for Salesforce1 App.
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Configured and maintained sandbox environments to implement and test new features and functionalities before deploying on Production box.
• Identified testing scope and scenarios, developed and executed Apex Test classes to verify Trigger functionality with assurance of maximum code coverage.
• Deployed new features and customizations using inbound and outbound change sets from sandboxes to production environment.
• Conducted user training sessions, knowledge classes and prepared training manuals to the business users about the new application.

Technical Details/Environment: Salesforce.com Platform, X-Author, Apex Triggers, Test Classes, Data Loader, Developer Console, Lookup relationship, Master Detail relationship, Junction object, Custom Objects, Change sets, Sandbox, SOQL/SOSL, Workflows, Approvals, Profiles, Organization wide default, Sharing rules, Permission sets, Validation Rules, Email services, Record types.

Software Development Specialist

Confidential

TELENOR, Aalborg, Denmark:

• Responsibilities:
• Implementing Confidential Email-to-Case functionality in order to help the Telenor’s support team support various kinds of payroll and timecard related requests from employees, submitted via emails.
• Implementing Confidential Web-to-Case to help organization respond to customers faster and improve Telenor’s support team's productivity.
• Responsible for Email-to-Case and Web-to-Case setup which provides the support team with the ability to categorize and report on various kinds of cases and analyze the trend.
• Built efficient Client Services Ticketing System using Cases object so that there is two-way communication between support team and employees/customers.
• Worked on Workflow rules, Assignment Rules, Auto Response Rules and Escalation rules that helped the support team to effectively work on the cases by avoiding any requests slip through the cracks.
• Worked on Public groups, Queues, Case Teams, Sharing Settings Deployment using Change Set.
• Was involved in creating and maintaining new users of the organization.
• Performed role of Salesforce.com Design, Administration and Operational Support.
• Created and maintained Salesforce.com application Users, Profiles, Roles, Public Groups and Queues.
• Defined role based page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Worked extensively on Security and Sharing model including field level security, object level security, manual sharing, sharing rules and role hierarchy.
• Implemented various custom Applications, custom Objects, custom Fields and custom Tabs as per Business requirements.
• Implemented Picklists, field dependencies, lookups, junction objects, master detail relationships and formula fields to the custom objects.
• Created Data Models for new Custom Objects and upload data.
• Customized the service cloud for business needs by using declarative features like Validation rules, Workflows, Approval processes, Dynamic approval process, Escalation Rules, Auto Response rules, Sharing rules and Assignment rules for successful deployment of complex Business process automations.
• Designed Roll-Up Summary Fields to maintain data quantity and data consistency.
• Used SOQL & SOSL for data manipulation needs of the application using platform database objects.
• Functioned as Onshore Business Expert in meetings and discussions with client to assess the technical feasibility and code impact of the business requirements put forth by the client.
• Using Confidential CRM: created new Voice/SMS/Data plans, attached plans to customers, managed data population in various fields and dropdowns for various screens as per business process, enhanced usage summary screens to display Domestic and International calls/messages and events.
• Involved in source code review of various new joiners and peer to peer reviews.
• Worked in close liaison between the business client and technology team, developers and system architecture.
• Was part of Quality Trustee as an initiative towards maintaining Quality aspects in the project.
• Designed and developed Telecom Billing software solution with zero defects for various ATT Wireless projects.
• Translated customer requirements into cost effective operational strategies which were executed in a timely manner.
• Performed Regression testing on Confidential CRM screens in order to check roaming free unit section is populated correctly.
• Provided Tier 2 and Tier 3 support in troubleshooting issues by working closely with the team.
• Facilitate effective training programs, plan day-to-day workflows, delegate tasks providing influential leadership, coaching, and mentorship to a team of 15 offshore, remote and onsite employees.
• In charge of conducting the UAT with the Business users, and gathering feedback and providing the same to the Development team.
• Monitored and handled all Production support issues and Change requests from the business.
• Handled Knowledge Transfer of the projects to On Going Support team at site.
• Focal point for Integration design and testing across different applications.