SUMMARY:

• 9+ years of work experience with 5 years in IT as a Salesforce Admin, Developer & Business Analyst.
• Certified salesforce administrator (ADM 201).
• Worked closely with Business Users in improving their business processes.
• Experienced in working across various SFDC implementations covering Sales Cloud, Service Cloud and Chatter & App - exchange applications.
• Having experience on Marketing Cloud implementation.
• As a part of the marketing cloud implementation worked with email studio and lead automation process.
• Experience in creating and activating the Marketing Campaigns in Salesforce.com.
• Having Knowledge on AMP scripts, Audience Builder, Contact Builder and Journey Builder
• Managed, maintained and provided administrative support for Salesforce.com applications for customer service/support, sales and marketing operations.
• Analyzed Sales, Marketing, Customer Service and Support business processes used by salesforce.com customers and recommended ways to improve their processes using Salesforce.com.
• Hands on experience in Salesforce.com CRM integration, developing and deploying custom integration solutions.
• Having Knowledge with SOAP API and Rest API integrating with external systems.
• Having experience with Steel Brick CPQ and APTTUS CPQ. Configured tasks using CPQ & Opportunity Management. Created integration with CPQ and CLM applications.
• Proficiency in SFDC tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Reports, Dashboards, Tasks and Events.
• Maintained multiple user roles, security, profiles, workflow rules, etc. Strong Knowledge in App Exchange Applications for configuring and minor integrations with Third Party Applications.
• Involved in data migration and updates through the tool Apex Data Loader in Salesforce.com
• Experience with third-party tools (e.g. SFDC Excel Connector, SFDC Data Loader, etc.)
• Good understanding of enterprise integration tools and extract, transformation and load (ETL) tools
• Handled De- duping, Data Manipulation, Managing Reports, Testing and Support.
• Actively used SOQL & SOSL on Force.com Explorer to query salesforce.com database.
• Experience in Apex coding to implement the complex business logic within the Governor Limits enforced by Salesforce.
• Experience working with different types of salesforce.com sandboxes, production environments.
• Functional Expertise in Salesforce Automation (SFA), Marketing Automation and Case Management.
• Proven ability to independently perform testing, implementation, documentation and updating as it relates to the SalesForce.com software and system administration
• Have participated in cross-functional teams that address strategic business issues involving CRM, Customer Service/Support operations.
• Demonstrated ability to effectively communicate technical issues and resolve problems at all levels of the organization.
• Expertise in the complete life cycle of project development including System Analysis, Design, Testing and Deployment.
• Excellent working knowledge of software development methodologies such as Agile, Waterfall model.
• Competent in analyzing and creating Narrative Use Cases, Use Case Diagrams, Activity diagrams, Class diagrams, Data/Navigational flow diagram using UML Tools like MS Visio.
• Used Atlassian Jira for tracking the user stories and managing projects.
• Highly motivated team player with excellent communication, presentation and interpersonal skills with excellent analytical, troubleshooting, and problem-solving Skills.
• Excellent leverage of MS Office, Spreadsheets and Word in Windows and Mac.

TECHNICAL SKILLS:

Salesforce Technologies: SalesForce.com, Force.com, Apex Language, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, S-Control, Apex Web Services, Partner WSDL & Enterprise WSDL, Work Flow and Approvals, Dashboard, Analytic Snapshots.

Sales Force tools and Integration tools : Apex Data Loader, Import Wizard, Sandbox Testing, Salesforce-to-Salesforce, Apex- Explorer, Apttus CPQ, SF CPQ.

Other Databases/ Tools : SQL, Informatica, Oracle e Business Suite

Operating Systems: XP, Vista, Windows 7, 8,10, Mac Osx Lion

Tools: MS Office, Excel, Data loader, SFDC Excel Connector, Silverlight, Eclipse IDE, Sublime Text, Mavens Mate, AWS

PROFESSIONAL EXPERIENCE:

Confidential, VA

Salesforce Admin/Developer

Responsibilities:

• Created and maintained solved cases, graphs to deliver exceptional customer service and support to AAP customers.
• Experience in marketing cloud implementation worked with email studio and lead automation process.
• Experience in creating and activating the Marketing Campaigns in Salesforce.com.
• Managed page layouts, fields, and system interface/capabilities.
• Created and managed Workflow Rules, Field Updates and E-mail Alerts.
• Created different Custom objects, Formula Fields, Custom fields for various business needs.
• Experienced in designing Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows and Approval Processes for automated alerts, field updates, and Email generation according to application requirements.
• Customized user Roles, Role hierarchies, Profiles and Sharing settings to ensure that the protected data is available only to the authorized users.
• Customized dashboards to provide daily forecasts and track opportunities, deal registrations and customer engagement.
• Customized Reports to track usage for productivity and performance of business centers and their vTigersales teams.
• 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.
• Customized tabs for among different business user groups and business centers.
• Designed, and developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.
• Maintaining test coverage for all the classes and triggers and supporting deployment activities
• Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Configured tasks using CPQ & Opportunity Management. Created integration with CPQ and CLM applications.
• Executed workbench and data loader to verify Product/Pricing staging data in SFDC/CPQ.
• Implemented Web service using visual force framework to promote the quotes from external systems to CPQ.
• Design solutions using the CPQ Cloud’s standard APIs to integrate with CRM, ERP, or any backend system.
• Worked with V-Lookup’s and prepare all the .CSV files for each object.
• Used Data Loader to insert, update, and bulk import or export of data from Salesforce.com objects and to read, extract and load data from comma separated values (CSV) files.
• Maintained Salesforce by providing ongoing system administration, including managing security settings, new user set up, user deactivation, executing configuration changes, etc.
• Reviewed the general organization drivers and context for development projects .
• Develop and improve reports, dashboards, and supporting process flows to provide reliable, accurate, and timely visibility into our Salesforce.com data .
• Worked closely with users and department leads to keep the database clean ensuring accurate customer data.
• Managed ongoing relationship with Salesforce and outsourced Salesforce implementation partners, as required.
• Requirements Gathering and Gap Analysis. Evaluated Salesforce.Com for Client’s Business Requirements and designed system test cases.
• Interacted with various business user groups for gathering the requirements and translated Functional Requirements into Use Cases from a system prospective.
• Conducted requirements elicitation meetings with end users to gather business requirements. Prepared the Business Requirement Document (BRD) for the enhancement of the existing services.
• Worked directly with stakeholders and IT to plan, create test cases, UAT to implement technical solutions
• Assisted in defining required features and mapping Salesforce features to business processes.
• Communicated on a regular basis with key departments to ensure application functionality meets evolving business needs.

Environment: Salesforce.com Platform, Data Loader, Page layouts, Custom objects, Custom Tabs, Reports and Dashboards.

Confidential, NY

Salesforce Administrator

Responsibilities:

• Managed, maintained and provided administrative support for Salesforce.com applications for customer service/support, sales and marketing operations.
• Participated in cross-functional teams that address strategic business issues involving CRM, Customer Service/Support operations.
• Performed the documentation, testing and updating of elements relating to the SalesForce.com software and system administration.
• Worked on Marketing Cloud implementation. worked with email studio and lead automation process as a part of the marketing cloud implementation
• Experience in creating and activating the Marketing Campaigns in Salesforce.com.
• Configured users' roles, permissions and profiles, Custom objects, Page layouts, Custom tabs and Components to suit to the needs of the application as per business requirements.
• Designed and deployed custom tabs, validation rules, approval processes and auto response rule for automating business logic.
• Created email alerts and field updates.
• Involved in Data Migration using Data Loader to update the records in the Salesforce.
• Worked with the migration team to check whether the data is updating the Salesforce.
• Created Reports and Dashboards as per business requirements and configured various reports and for different user profiles based on the needs in the organization.
• Maintained the test environment identical to the production instance.
• Worked on the full Sandbox refresh activities.
• Responsible for unit, integration and regression testing and end to end user testing.
• Actively participated with developers for QA review to work on status of defect.
• Analyzed the test results to discover documents and resolve defects and configuration issues.
• Knowledge of APEX programming, Also, studying towards "Salesforce Platform Developer.

Environment: Salesforce.com Platform, Data Loader, Page layouts, Custom objects, Custom Tabs, Reports and Dashboards.

Confidential

Salesforce Admin & BA

Responsibilities:

• Requirements Gathering and Gap Analysis.
• Evaluated Salesforce.Com for Client’s Business Requirements.
• Responsible for designing system test cases.
• Involved in the development of creation of objects, profiles, roles, triggers, validation rules, workflow rules, Apex classes.

Confidential

Business Analyst

Responsibilities:

• Conducted requirements elicitation meetings with end users to gather business requirements. Prepared the Business Requirement Document (BRD) and functional requirement document (FRD) for the enhancement of the existing services.
• Conducted JAD sessions and took meeting minutes.
• Transformed BRD into Use Cases using UML for new product functionality. Used tools such as MS Visio and Enterprise Architect to define business Use Cases, and activity diagrams.
• Created wireframes and page mockups.
• Analyzed and documented differences between the As-Is and To-Be processes.
• Held regular interactions with business and engineering teams to make to ensure the product delivered will meet the specifications.
• Made recommendations to development teams regarding the design and implementation of any missing functionality.
• Participated in design and status meetings with other team members to discuss problem identification, prioritization and resolution.
• Performed Gap analysis for new functionality requirements, as well as prioritized them based on actual business needs.
• Provided accurate estimates of effort for the new requirements and enhancements.
• Ensured that the modifications suggested by the users were incorporated into the application.

Environment: MS Projects, MS Visio, MS Office, Excel, Power Point, Dreamweaver, Enterprise Architect.

Confidential

Associate Business Analyst

Responsibilities:

• Used MS Project for managing schedules, resources and collaboration.
• Conducted JAD sessions to gather and understand high level business requirements and documented them for preparing BRD.
• Created visual models for various processes, produced use cases and activity diagrams. Used SQL for querying underlying database tables
• Evaluated existing tables/views/aggregates and provided recommendations to improve performance and reporting capability.
• Efficiently interacted with designers and software developers to understand application functionality and navigational flow and keep them updated about business user’s specifications.
• Arranged Business Acceptance Test (BAT), User Acceptance Test (UAT).
• Used Quality Center to create, manage, run test suites, generate reports for percentage of failures with proper Severity, Priority, test case status etc.
• Maintained the “BUG” reports for internal evaluation of the product and hence assured quality of the application.
• Participated in defect triage process and coordinated with cross functional teams to resolve functional issues.
• Collaborated and ensured adequate testing of the system.
• Created reports and bug tracking using Quality Center.
• Confirmed requirement fulfillment with sponsors for approvals on the prepared documents.

Environment: MS Visio, MS Office Suite, MS Project, Power Point, Dreamweaver, Enterprise Architect.

Confidential

HR Associate

Responsibilities:

• Working closely with recruitment consultants
• Maintaining the work structure by updating job requirements and job descriptions
• Maintaining the organization staff by establishing a recruiting, testing, and interviewing program; counselling recruitment consultants on candidate selection; conducting and analyzing interviews; recommending changes
• Preparing employees for assignments by establishing and conducting orientation and training programs
• Maintaining a pay plan by conducting periodic pay surveys; scheduling and conducting job evaluations; preparing pay budgets; monitoring and scheduling individual pay actions; recommending, planning, and implementing pay structure revisions
• Planning, monitoring, and appraisal of employee work results by training managers
• Maintaining management guidelines by preparing, updating, and recommending human resource policies and procedures
• Maintaining historical human resource records by designing a filing and retrieval system; keeping past and current records
• Maintaining professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
• Completing human resource operational requirements by scheduling and assigning employees; following up on work results
• Maintaining human resource staff by recruiting, selecting, orienting, and training employees
• Maintaining human resource staff job results by counselling and disciplining employees; planning, monitoring, and appraising job results
• Preparing a variety of management reports and documents
• Maintaining files and electronic records confidentially
• Maintaining calendars and meeting schedules.

Confidential

Sales Executive

Responsibilities:

• Need to sell Insurance products in association with cooperative bank
• Report the sales manager before 9am and need to discuss my day plan
• Cold calling and follow up the old leads to close the business
• Contact the cooperative bank branch manager every day to get the leads
• Report the sales manager by 5pm and need to give my day report
• Need to meet monthly and yearly targets.

Confidential

Sales Executive

Responsibilities:

• Responsible for opening a new bank accounts
• Explain the customer the various benefits of the products being distributed
• Help the customers to complete documentation and application formalities
• Verify the authenticity of the documents and applicarion formalities
• Ensure strict adherence to know your customer (KYC) norms in all applications sourced
• Ensure that all mandatory fields are entered properly.