SUMMARY:

• Over 13 years of IT experience in Customer Care Solutions, Technical Support Specialist, Application Design & Development including 2 years of experience in the Salesforce platform using Salesforce Sales Cloud and Service Cloud features.
• Experience in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Experience in implementation & Integration on Salesforce.com using Apex (Classes, Controllers & Triggers), Batch Apex, Apex Web Services, and Visualforce Pages.
• Experience in working with Eclipse IDE with Force.com Plug­in environment for writing Business logic in Apex Programming Language.
• Extensive experience on working with Standard Objects, Custom objects, Page layouts, Workflow Alerts and Actions, Approval Process, Validation Rules, custom Tabs, custom reports, Lightning usage, AngularJS, report extractions to various formats.
• Good experience with Record Types, Relationships, Data Types, Formula Fields, Validations, Queues, Email­ Templates
• Experience in Salesforce Securities - Roles, Profiles, Permission Sets, Sharing Rules, User Management, Sound Knowledge on SOQL and SOSL for Querying and Searching Data for Force.com platform.
• Integrated Apex with External services by making callouts that used SOAP and REST API
• Experience in Developing Single Sign on for desktop using SAML and OAuth with the help of Identity provider help.
• Experience in Force.com Testing and Administration spanning all facets of package software and SaaS application implementation.
• Working experience with Lightning Component Framework, using Lightning component in Visualforce and adding to lightning component to salesforce1. Proficient in configuring and customizing salesforce1 App.

TECHNICAL SKILLS:

SALESFORCE TECHNOLOGIES: Standard objects, Workflow & Approvals, Apex Language, Apex Classes/Controllers, Apex Triggers, Visual Force Pages using CSS Layout according to the organization profile, Data Loader, Offline Edition, Integration, migration, Reports, Dashboards, Force.com IDE, Eclipse, SOQL, SOSL, Custom objects, S-Controls.

SALESFORCE TOOLS: Force.com Eclipse IDE Plug-in, Force.com Explorer, Force.com Data Loader, Excel Connector, Force.com Platform (Sandbox and Production), Force.com Migration Tool.

PROGRAMMING LANGUAGES: Java, Apex, C, C++, SQL, PL/SQL, UNIX Shell Scripting

WEB TECHNOLOGIES: HTML, CSS, AJAX, XML, JavaScript, PL/SQL Web Toolkit

OPERATING SYSTEMS: MS Windows, Linux

DATABASES: MS SQL Server, DB2, Oracle 12c/11g/10g/9i, MS SQL 7.0, SQL server 2008/2012

METHODOLOGIES: Agile, Scrum, SDLC, RUP, Waterfall

VERSION CONTROL: Perforce, CVS, SVN, GIT

OTHER TOOLS: Toad, Informatica, Eclipse, SQL Enterprise Manager, SQL Query Analyzer, AQT, ER-Win, MS Visio, Power Designer, Putty and Edit Plus, ActiveBatch, Toad, SQL Developer, SQL Navigator, OBIEE BI Tools and Reporting, Tuxedo

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Admin/ Developer

Responsibilities:

• Created Reports and Dashboards for Sales and Marketing Managers
• Visualforce- Added a Standard Controller to the Page and Added a Form to the Visualforce Page.
• Salesforce Connect: Created an External Data Source and External Objects and Create an Indirect Lookup Relationship and Create an External Lookup Relationship.
• Built a Lightning App with the Lightning Design System Decomposed the App into Components. Build the Lightning App and Build the Account List Component.
• Quick Start with Lightning Components-- Create a Server-side Apex Controller Class. Created a Lightning Component, retrieved a Contact List and Rendered and Preview the Contact List.
• Built a Communication Uplink, Created a Update Chatter Created the Data Model, Automated the Process.
• Built a simple project management app to construct a galactic Battle Station., Created the App, Built the Object Model, modified the User Experience, Added Business Logic, Created Reports and Dashboards and made the App Mobile.
• Customized an Org to Support a New Business Unit, Managed User Access, Managed Chatter, modified Your Data Model, Configured an Email Letterhead and Template and Automated Your Business Process
• Created Reports and Dashboards for Sales and Marketing Managers Modified and run a Report, created a Simple Custom Report, filtered the Reports, Grouped and Categorized the Data, Used Summary Formulas in the Reports, Visualized the Data and managed Reported Data.
• Created Lightning Experience for Closers, enabled Lightning Experience and Set the Goal, hunt the prospect, Closed the Deal.
• Built the Visualforce page, Created the Visualforce Page, Added Standard Controller to the page, Added a Form to the Visualforce Page.
• Created Lightning App Builder, created first page and added more components, Added Quick Actions and Activated the App and tested the salesforce mobile app.
• Built a simple suggestion management app, created suggestion Box App, added Custom fields, Modified the User Experience, Added Business Logic and Created Reports and Dashboards
• Triggered a field update when a related record is edited, created a New Process on the Account Object, Added Process Criteria and added Process Action and Tested the Process.
• Build a simple project management app to construct a galactic Battle Station, Created the battle Station App and Built Object Model, Modified the user experience and Business Logic, created Reports and Dashboards and Made the App mobile

Salesforce Admin/ Developer

Confidential

Responsibilities:

• Involved in various stages of Software Development Life Cycle (SDLC) including analysis, requirement engineering, architecture design, development, enhancements, testing.
• Designed, developed and deployed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.
• Developed various Visualforce Pages, Apex Triggers to include extra functionality and wrote Apex Classes and Controller to provide functionality to the visual pages.
• Created Custom Objects and fields for transactional and contractual information.
• Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Expert in Salesforce administrative tasks; created profiles, roles, users, page layouts, e-mail services, Approvals, Workflows, Reports and Dashboards.
• Skillful working with reports and dashboards as per the requirement of the business.
• Masterminded business CRM process like Forecasting, Campaign Management, Lead Management, and Pipeline Management, Account Management and Case Management.
• Created workflow rules and defined related tasks, email alerts, and field updates.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Created page layouts, search layouts to organize fields, custom links, related lists and other components on a record detail and edit pages.
• Performed administration tasks as needed, managing custom fields, integration and data cleanup
• 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.
• 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.
• Used SOQL & SOSL for data manipulation needs of the application using platform database objects.
• Used field level security along with page layouts to manage access to certain fields.
• Used Force.com developer toolkit including Apex Classes, Apex Triggers and Visualforce pages to develop custom business logic.
• Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people.
• Used Data loader to load the records on to the force.com platform.
• Implemented Salesforce Development Cycle covering Sales Cloud, Service Cloud, Call Center, Chatter & App-exchange applications.
• Made new feature enhancements on Service cloud console view and developed some Visual force components.
• Involved in migrating the data from Oracle database to Salesforce application using Apex Data Loader.
• Involved in Data Migration from Traditional Apps to Salesforce Using Data Loader Utility.
• Experienced in Unit Testing, for the customizations and developments done during the project.
• Involved in the Data Transformation and Data Cleansing activities while transferring the data to the external system using Informatics on Demand.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Involved with Salesforce.com Premier Support and handled the support cases with the help Salesforce.com support.

Software QA Tester

Confidential

Responsibilities:

• Developed Test Cases to cover overall quality assurance testing.
• Involved in Manual testing using QC to develop test cases, test scripts, executing the scripts and logging the defects.
• Performed Manual Testing on different modules of the application.
• Involved in Functional, System, and Integration, Regression and User Acceptance Testing (UAT).
• Wrote and executed SQL queries in validating test results.
• Used Quality Center Tool for implementing Test Scripts and Tracking Defects.
• Ensured that quality issues are appropriately identified, analyzed, documented, tracked and resolved in QC.
• Provided a weekly project report that includes Test Metrics and status reports
• Participated in weekly status meetings, and conducted walkthroughs for team members, and documented the proceedings.
• Participated in meetings with developers to discuss enhancements and modifications.
• Compared and analyzed actual to expected results and reported all deviations.
• Working in Agile - scrum environment where always interacting with developer, Business Analyst and product owners.

QA Testing

Confidential

Responsibilities:

• Involve in requirement Gathering from Client.
• Involve in documenting the requirement.
• Involve in Testing, specially testing on LIC plan level calculations.
• Involve in form designing.
• Work on various integration modules and features of the application.
• Creating release note.
• Documenting user stories.
• Giving demo on enhancement to client.
• Involved in requirement Gathering from Client.
• Involved in documenting.
• Involved in Testing.
• Client Interaction.
• Involve in documenting
• Involve in testing, specially collecting the data and creating the data set for blasting patterns..
• Involve in creating user manual for the client.
• Creating test cases and Test scenarios.
• Involve in testing.
• Defect tracking
• Creating design for development team..
• Feed all data into software.
• Implement enhancement based on requirements

Confidential

Lead Tech Support Analyst

Responsibilities:

• Supervised, coached, trained and lead a team of Senior Technical Specialists, providing global troubleshooting
• Account and website content management, product education, compliance, usage and functionality to end users
• Successfully strengthened company's business by leading implementation of a successful global website migration, collapsing 5 separate regional applications into one global platform, which created efficiencies and standardized processing
• Demonstrated ability to build and manage positive working relationships with key clients and stakeholders
• Travel for Universal Acceptance Testing ( Confidential .), technical writing, created training manuals in support of ongoing initiatives for clients and junior staff members
• Partnered successfully with Product Owners, Developers, Senior Leadership, Clients and Stakeholders in support of new and current programs / applications, ensuring service levels are met and client expectations are exceeded
• Spearheaded cross-functional initiative to achieve large customer migrations, conversions and maintenance requests, without customer impact

Confidential

Technical Support Analyst

Responsibilities:

• Resolved customer's issues related to usability for digital photo editor, connectivity issues for company name, plotting of analytical information.
• Diagnosed hardware and software issues in application and customer's PC's with a overall customer satisfaction of 85%.
• Solved customer's issues with a 98 % quality assurance rating.