SUMMARY:

• Several years of experience as Salesforce Business Analyst, also experience in administration, configuration, implementation and Support of Salesforce CRM application and hands on experience in business requirements analysis, interviewing business users for documenting use cases, business requirements documents (BRDs) and functional specifications (FRDs).
• Experience in working with Eclipse IDE with Force.com Plug - in environment for writing Business logic in Apex Programming Language, Target App Exchange Product and Salesforce SFDC.
• Familiar with Business Process Modeling (BPM) and its techniques such as Flow chart, Functional flow Block diagram, Control flow diagram, Gantt chart, BPMN 2.0, UML and EPC.
• In-depth knowledge of the Software Development Life Cycle (SDLC), Six Sigma, Agile, Waterfall, PM methodologies.
• Experience in creating various communities within the organization to connect with partners, customers and employees.
• Proficient in call Centre, Sales Cloud, Service Cloud, Salesforce Console, Force.com, Marketing Cloud Chatter, App exchange community cloud and lightening set up in Salesforce.
• Experience working with salesforce.com sandbox and production environments.
• Excellent experience in using Oracle 9i/10g, SQL Server 2000 and SQL databases and Familiar with Stored procedures Triggers and Functions using PL/SQL and AJAX.
• Good knowledge on mobile applications like Salesforce and salesforce classic.
• Hands on experience in using Data loader for data management in force.com platform and good knowledge in cast Iron and Informatica.
• Experienced in Installation and implementation of third party application like Apttus.
• Expertise in using Six Sigma methodology attempting to improve effectiveness and efficiency for the sake of process improvement.
• Integrated 3rd party applications from the AppExchange including DocuSign, Draw loop, and Pardot.
• Good knowledge on CPQ, a multi-channel tool used to help the company to configure the price and quote deals accurately and easily.
• Skilled SFDC Administrator, with over years of experience across various industries and an expert in end user training.
• Experience in Salesforce Communities, Knowledge Articles, Content/Library, Sales & Service Cloud Features.
• Experience in SalesForce.com Apex Classes, Apex triggers, Visual force, Force.com API, complex SOQL & SOSL queries, also order tracking's etc.
• Oversaw salesforce.com Org administration, often carrying out many of the administrative duties such as adding workflows, validation rules, applying change sets to and validating application upgrades.
• Experience on Lightning components, Event registration, handlers and apex classes for performing logic in the actions.
• Actively participated in full life cycle implementations. Experience in building reports and dashboards, customizing them as per user requirements. Strong knowledge of marketing cloud, sales and service clouds.
• Well versed in analyzing CRM business processes that include Forecasting, Campaign management, Lead Management, Role Hierarchy, Territory Management, Order Management, Account Management, Case Management and merging management in a multi-tier environment.
• Have extensive experience in implementation of Custom Objects, Custom Tabs, Workflow Rules, and Role based Page Layouts and Record Types, Approvals, Assignment Rules.\
• SalesForce.com experience in creating Object, Field, Record Types, Page Layout, Security Controls, Queues, Group and Analytical Snapshots.
• Experience in creating formula fields, validation rules, roles, profiles, users, security and sharing settings and experience with user/ role/ profile management.
• Guided Salesforce.com Project and Administrative Team to key decision in moving forward with Salesforce Communities vs. Custom experience.
• Hands on experience in conducting Joint Application Development (JAD) sessions with End-users, SMEs, QAs and other stakeholders for project meetings, walkthroughs and customer interviews.
• Experienced in Salesforce data migration from ACT, Excel, MS outlook and Legacy Systems using various data migration.
• Provided ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflows
• Hands on experience in using Salesforce Data loader for data management in platform and good knowledge in cast Iron and Infomatica.
• Expertise in the Apex Triggers to ensure the correct data entries in to the system and added, configured workflow rules, time triggered workflows, email templates resulting into effective web to lead communication with customers and partner portals.
• Experience with JIRA.
• Experience in working with Eclipse IDE with Salesforce Plug-in environment for writing Business logic in Target App Exchange Product and Salesforce Mobile Experience.
• In-depth understanding of CRM business process like Campaign Management, Lead Management, Order Management, Account Management and Case Management.
• Experience in the complete life cycle of project development (SDLC) including System Analysis, Design, Development, Testing, Deployment and Maintenance.
• Expertise in maintaining the Functional areas of Data Management, Forecasting, Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Worked with various salesforce.com Standard objects like Accounts, Contacts, Leads, Cases, Campaigns, Reports, and Dashboards.
• Familiarity with recent launch features by Salesforce like Lightning Experience Migration Assistant, Einstein High Velocity Sales, Einstein Lead scoring, Lightning Voice, Surface duplicates across objects, Sales console
• Experience in Data Migration using Import Wizard, Workbench and other integration tools like and Apex Data Loader, ExactTarget API, Apttus and Pardot.

TECHNICAL SKILLS:

Programming Skills: APEX, VisualForce C, JAVA, HTML5, CSS3, SOSL, SOQL, AJAX,SOAP/REST

SFDC Tools: Data Loader, Connect Offline, SalesForce to SalesForce, Apex Explorer.

Force.Com: Apex Custom Controllers and Extension, Apex triggers, S-controls, SOQL, SOSL, Ajax Toolkit, packaging and migrations, Force.com IDE Eclipse .

Development Tools: DB Visualizer, Oracle PL/SQL Developer, Eclipse 3.2, Putty, Quality Center 10.0

Operating Systems: Windows 9X, XP, 2000, Vista.

Browsers: Internet Explorer, Google Chrome, Safari, Mozilla Firefox and Netscape Navigator.

PROFESSIONAL EXPERIENCE:

Confidential - Troy, MI

Sr. Salesforce Business Analyst

Responsibilities:

• Working as a Salesforce.com Business/System Analyst involved majorly in business and functional Requirements gathering and analysis, translating the requirements into specifications, solution designing, documentation, acting as a link between developers, subject matter experts and end users, performing gap analysis.
• Interacted with various business team members to gather the requirements and documented the requirements.
• Analyzed the Scope of the Requirements, and managed requirements to avoid Scope Creep.
• Participated in Requirement Gathering Sessions & JAD Sessions.
• In charge of conducting the UAT with the Business users, and gathering feedback and providing the same to the Development team.
• Reviewing the test cases provided by the QA team, and providing feedback.
• Created user Roles and Profiles and sharing settings.
• Used field level security along with page layouts to manage access to certain fields.
• Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic.
• Configured Partner portals (Communities) for better communication between IT teams and Business users.
• Created workflow rules and defined related tasks, email alerts, and field updates.
• Downloaded and installed AppExchange packages like Google Ad words for campaigns and UPS for shipping.
• Developed a web-to-lead functionality to vertrue.com site which directs leads to Salesforce CRM.
• Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization.
• Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people.
• Conducted GAP Analysis and enhanced business process by integration
• Worked on Agile and Scrum Methodology for Salesforce custom app implementation.
• Created new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports
• Use AMPscript to add functionality to Salesforce Marketing Cloud email templates
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• End to End Implementation: Enterprise-wide complex implementations, of Salesforce Automation, Service and Marketing initiatives, Force.com Customization, Project Management and Delivery.
• Designed conceptual and logical data models of Data Warehouse and tables. Using Shared Containers and creating reusable components for local and shared use in the ETL process.
• Part of Agile team using Rally to accomplish sprint planning in a timely fashion, writing epics, User stories and CR's for team members to carry out declarative task in SFDC via administration and or development.
• Worked on Master Data Management (MDM) for maintaining the customer.
• Assessed App-exchange plug-ins and applications, implemented app-exchange products.
• Involved in and managing monthly releases. Change requests and enhancements are captured as cases in Salesforce and undergo full SDLC.
• Generated numerous reports using components like pie charts, bar charts and funnels for executive users to optimally utilize Salesforce as a sales tool and enhance their forecasting ability.
• Testing: Worked extensively on Functional Testing, Database Testing, GUI Testing and Manual Testing and developing QA Test Plan, defining Test cases, reviewing and maintaining Test scripts, analyzing bugs, automated testing and User Acceptance Testing (UAT)
• Facilitated and led group discussions to elicit requirements in Joint Application Development (JAD) sessions by communicating with documented business requirement document working prototype and work flow diagrams.
• Worked with Lightening components, which help to build communities better.
• Used Eclipse IDE for building scripts and deployment
• Designed Custom application interface using VisualForce API and Apex Classes.

Confidential - Clark, NJ

Salesforce Business Analyst/ Consultant

Responsibilities:

• Collaborate with Sales and Support management to drive CRM process improvement, using business process modeling and other techniques.
• Implement new and upgrade existing application and application functionality as assigned.
• Maintain proper documentation for work flow processes, LOVs, Migration plans, standard operating procedures, topologies, and web statistics in accordance with business requirements.
• Complete proper testing of the assigned task, arrange service from software provider, monitor progress and document incidents according to departmental SLAs.
• Support Salesforce production readiness and health check reviews.
• Assist in internal release and migration planning.
• Participated in Implementing Communities in Salesforce for the customers.
• Apply focused knowledge of processes, according to area of development, to the data requirements, automated business solutions, integration issues.
• Work with team members in technology areas in ways that comply with architectural standards and established methodologies and practices.
• Participate in the discussion of solutions for business issues and projects.
• Support the development of internal tools, deployment solutions, and processes for the development team.
• Analyze functional components and design technical solutions for two or more functional areas as directed by management.
• Document important flows / processes for modules and projects assigned.
• Provide a timely response when diagnosing and resolving support problems.
• Create weekly report to inform management of the status of assigned tasks.
• Update the enterprise project management tool as required.
• Troubleshoot a wide variety of standard to complex problems and identify solutions within broad applications and functional expertise.
• Helped set up business units, Managed HTML templates, AMPScript modules, and teaching others how to use the new application
• Interacted with various business team members to gather the requirements and document the requirements.
• Analyzed the Scope of the Requirements, and managed requirements to avoid Scope Creep.
• Assist with management of day-to-day SFDC end user support cases, resolving cases in an efficient and timely manner.
• Designed and deployed communities like prospective students' community, current students' community and alumni community with their respective security settings to enable them to interact freely among other members of the community.
• Provide ongoing support in the areas of SFDC administration, configuration, data migration, reporting, solution design and project coordination.
• Actively work with system users to identify business problems and then gather, analyze, and document business and system requirements.
• Translate business requirements into SFDC system functionality. Identify, evaluate, test and deploy solutions that are cost-effective and meet business requirements.
• Participated in Requirement Gathering Sessions & JAD Sessions.
• Used field level security along with page layouts to manage access to certain fields.
• Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic.
• Created workflow rules and defined related tasks, email alerts, and field updates.
• Worked on the web-to-lead functionality to vertrue.com site which directs leads to Salesforce CRM.
• Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization.

Confidential, Phoenix, AZ

Salesforce Analyst

Responsibilities:

• Led the analysis efforts on projects by creating project plans and schedules, Use Cases and business process flows and worked through Software Development Life Cycle (SDLC) processes while working under AGILE methodology (release approach).
• Developed survey questions to elicit and prioritize the functional requirements
• Resolved stakeholder conflicts and ensured no scope creep during project implementation
• Extensively used business analysis techniques like Business Object Modelling, Data Analysis, Business Rules Analysis, SWOT Analysis, Story Boarding, Business Process Re-Engineering and creating User Stories
• Involved in gathering Business, Functional and Non Functional requirement including Business Rules
• Involved in the analysis of the Functional/Technical Specifications, Data Mapping Document and Conceptual Diagrams.
• Wrote System Requirements Specification (SRS) and Functional Requirements Specification (FRS) and Data Requirement Matrix (DRM) Documents as per the business requirements and process flow.
• Conducted Joint Application Development (JAD) sessions to develop and agree upon a system that focuses on a business Requirement.
• Functional configuration and/or design experience in one or more Salesforce suite of products (Communities, Marketing, Sales, Service, etc.)
• Created Use Case Models, Wireframes & Mock-ups, Analysis Models, Design Models, Use Case Diagrams, Behavior Diagrams (Sequence Diagrams, Activity Diagrams) based on UML Methodology.
• Wrote process flow and business case documents of existing processes.
• Defined frameworks for the application development and analyzed the areas of improvement.
• Interacted with the development team and experts making sure that the development of the project was meeting the business requirements.
• Involved with testing team, validation and defect triage to track defects to closure. Participated in implementing Salesforce Communities for the customers.
• Jointly responsible for monitoring the progress of the system development by preparing status reports.
• Accessed reports, analyzed raw data received from various sources -Tableau data extracts, Excel and database. Transformed the data into creative and compelling insights.
• Co-ordinated with ETL & support team to perform full refresh and manage database operations on Tableau server.
• Communicate these operational metrics and KPIs using data visualization techniques via Tableau
• Prepared weekly/ monthly project status reports that included the major milestones achieved, tasks completed in the project.
• Participated in Implementing Communities in Salesforce for the customers.
• Performed data mapping activities to help technical teams perform data migration from excel spreadsheets to other applications such as Salesforce.
• Conducted daily interaction with the development team, stake users, business executives and Quality assurance to coordinate all the engineered process.
• Analyzed the security implementation of the application with respect to user's perspective.
• Worked with the data architecture and data analyst team in designing the model and in creation of the data mapping documents.
• Closely worked with Cognos Support team for troubleshooting complex issues
• Deployed the Cognos Content from Development environment to UAT/Production environments
• Used SQL to identify variables from the data lake and joined them from various tables to create the Worked on bug fixing and enhancements to existing Cognos reports in Report Studio and development of any new Reports final dataset for analysis.
• Prepared Test Data for the functional Test Cases, Manual Test Planning and creation of the Test Cases based on the user expectations.
• Evaluated test results and prepared test summary reports.
• Tracked and assigned defects using JIRA. Performed root cause analysis to discover the problem and address the solution.