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System Analyst/ Program Manager Resume

San Bruno, CA

SUMMARY:

  • Salesforce.com Certified Advanced Administrator 301, Admin 201, DEV 401(Retired), Platform App Builder professional with expertise in Configuration Management, Administrative tasks, Reports & Dashboards creation, User Management, Profile and Security Access, Requirements Gathering, Documentation
  • Strong communication skills with analytical bent of mind, excellent problem - solving ability, Capable of delivering optimized, effective and well documented tasks independently, highly self-motivated, eagerness to learn and explore.
  • Being responsible for designing, managing, and improving CRM tools (Salesforce.com), a challenging experience everyday to think creatively about how to make internal tools better, scale to support the company's fast growth and contribute to the success of the team.
  • Worked with business partners, geographically dispersed scrum teams, and external customers to transform customer's support experience and was responsible for gathering, organizing, and documenting business requirements in a shareable, actionable, standardized framework.
  • Extensively contributed to solution designs, testing plans and execution, as well as the training, troubleshooting, and project management aspects of addressing business and operational needs.

PROFESSIONAL EXPERIENCE:

Confidential, San Bruno, CA

System Analyst/ Program Manager

Responsibilities:

  • Analyzing the business processes and business systems for inefficiencies and suggesting stakeholders for process improvements
  • Facilitating recommendations for solutions or improvements and reviewing solutions that can be accomplished through customizations in the existing system in a desired time frame
  • Acting as liaison between business stakeholders, such as management, customers or end users, and the software development team helping them collaborate more efficiently
  • Analyzing and communicating stakeholder needs by documenting business requirements and discussing the same with the product owners
  • Store, retrieve, and manipulate data for analysis of system capabilities and requirements
  • Aid end-user application support (troubleshooting errors, managing support tickets, and testing solutions) and release management (deployment) as needed
  • Serve as an escalation point for support issues, supporting on customer issues and resolving them in a timely manner and maintaining a healthy and effective communication at both the business and technical level (written and verbal)
  • Proactively working with business and provide recommendations on Continuous Improvement
  • Documenting and evaluating required data and information
  • Using extensive testing and data models to improve the flow of information through an organization to enhance project success
  • Plan, prioritize and deliver systems enhancements through methodical collaboration
  • Work very comfortably with stakeholders juggling multiple issues, setting expectations and prioritizing accordingly
  • Researching and responding to customer questions in a timely manner and navigating through complex situations involving multiple parties
  • Documenting new processes, system changes, standards and educating internal teams
  • Assisting with critical projects and other tasks as required
  • Creating and executing UAT test cases for business stakeholders, reporting and tracking bugs
  • Implemented Salesforce lightning administration for the org
  • User Management (User Creation/Role /Profile management/License), Bulk uploads, reporting and dashboards
  • Managing regular system maintenance and data cleansing activities
  • Proficient in MS Excel (pivot tables, VLOOKUP’s, etc) with the ability to manipulate, extract, analyze and report data

Environment: Groove, SOQL,Translation Workbench, Sandbox, Reports, Standard and Custom Objects, Workflows and Approval process, Role hierarchies, Mac OS X, Microsoft Visio, Confidential suite of documents (Presentation, Spreadsheet, Drawing, Document), HTML, JavaScript, SQL, SDLC methodologies (Agile, SCRUM), Salesforce data tools (Data Loader,Workbench)

Confidential

Salesforce Consultant

Responsibilities:

  • Managed the team for China,Russia, Europe,US regions and providing functional Support to the Technical Team
  • Collaborated closely with client and various other integration teams to ensure delivery of work on time
  • Maintained and strengthened effective relationships with users and team for smooth operations
  • Successfully maintained global daily administration and support of Salesforce Veeva applications including user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations
  • Managed regular system maintenance and data cleansing activities, and proactively drove improvements to the environment and assisted in implementing data governance strategies
  • Created required user-friendly reports and dashboards and trained teams in maximizing these tools for best solutions.
  • Created and maintained detailed documentation on processes, policies, application configuration and help-related materials
  • Proactively helped and encouraged driving adoption of activity management, including tracking high-impact activities
  • Assisted the team in designing change requests impacting large number of users and also helping the development team in data loading activities and testing
  • Exhibited strong project management skills enabling effective and seamless work with various internal stakeholders
  • Exhibited strong troubleshooting and support skills with a desire to always learn new skills
  • Have worked closely with business partners to review operational processes and identify inefficiencies and opportunities for automation
  • Created and maintained detailed training documents
  • Collaborated with data stewards and users to address system support, maintenance, configuration, operational questions, reporting, integrations and general administration needs
  • Prepared data files and uploaded data in to the environment using data loader and workbench
  • Always implemented best practices with regards to system maintenance, configuration, testing, data integrity, etc.
  • Supported IOS devices like iPads and maintained and uploaded CLM materials
  • Extensively worked on issues related to ATL, Key Messages, CLM, Interactions, TSF, Survey, SAP, My Setup, User Territory, Events, GAS, Address, Sampling, DCR
  • Working knowledge on lightning app, service cloud

Confidential

Salesforce Consultant

Responsibilities:

  • Involved in User Management (User Creation/Role /Profile management/License)
  • Always acted as a liaison between the development team and users to ensure their alignment with the desired change requests
  • Worked on daily global incidents, cases and user inquiries and helped to troubleshoot, monitor, analyze and resolve issues
  • Worked with cross functional teams to ensure user related issues are resolved quickly
  • Provided user training proactively on upcoming enhancements and working functionalities
  • Involved in extensive System Integration Testing during agile implementation of functionalities
  • Worked on Partner Communities functionalities
  • Defect Logging, Tracking and Management using Rally
  • Coordinated closely with development and integration teams to ensure delivery of work on time
  • Maintained effective relationships with product owners and scrum members
  • Identified the main regression automation suite for over 8 global releases
  • Assisted the business users during UAT testing and also helped by uploading the data to ensure seamless bulk testing
  • Involved in performance testing, sanity testing, bulk testing of the major functionalities ensuring the code flexibility during releases with minimal defects in code

Confidential

Functional Salesforce Analyst

Responsibilities:

  • Executed the project in agile methodology
  • Involved in End-to-End System Integration Testing and Functional Testing of the solution, including preparation of test plan, test development, test execution, etc to ensure that the requirements identified and solution delivered are in alignment to each other
  • Extensive experience in testing various salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Cases, Activities, Opportunities, Forecasts, Reports and Dashboards
  • Extensive testing of SFDC Security Model including Profiles, Roles, Page Layouts, Org-Wide default, Sharing rules, Workflows
  • Worked on Partner Communities, Salesforce.com for Outlook, Chatter and mobile related functionalities using Salesforce classic and Salesforce 1 mobile app
  • Documented in detail the Impact analysis of the Enhancements/ Change Requests on the existing functionality
  • Assisted the global technical team in Solution Design as a part of retrofit activities- Actively participated in the Design discussions to ensure that the requirements are always fulfilled and involved in demonstration of prototypes
  • Provided functional Support to the Technical Team
  • Worked closely with SFDC Developers and BAs in successfully implementing Account Management, Contact Management, Opportunity Management, Activity Management and other custom functionalities as a part of instance consolidation exercise
  • Facilitated and Co-ordinated the UAT phase with the Business Users and worked to resolve issues that arise during the UAT phase with the Technical Team
  • Defect Logging, Tracking and Management using ALM & Rally
  • Coordinated closely with development and integration teams to ensure delivery of projects on time
  • Maintained effective relationships with product owners and scrum members

Environment: Microsoft Excel, MS Office, 2010, HP QC ALM, Rally

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