SUMMARY:

• Around 10 Years of experience in IT with around 5+ years of experience in Salesforce.com CRM Platform as a Administrator/APP Builder including analysis, modeling, design, coding, testing and implementation on various business domains like Insurance, healthcare and Retail and 5+ years of experience as System Admin.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes. Highly skilled in Salesforce.com (SFDC) development and implementation.
• Salesforce Certified Administrator and Certified Salesforce App. Builder.
• Strong knowledge of sales, marketing, service and support automation.
• Implemented Security and Sharing rules at Object, Field and Record levels for different users in the organization.
• Hands on experience in implementing Validation Rules, Field Dependencies, Assignment Rules, Work Flows, Process Builder and Approval Processes for automated alerts, field updates & Email generation according to application requirements.
• Experience in Salesforce Customization, Data Validation, Sales, Marketing, Customer Service and Support Administration.
• Experience on Sales Cloud, Service Cloud, Custom Cloud and Apex Programming On Force.com Platform.
• Extensive experience using Salesforce.com Administration, Territory management, Creating Roles, Profiles, Page Layouts, Workflow Alerts, Actions and Approval Workflow Data Validation.
• Experience in deployment of applications from Sandbox to Production using Change Sets.
• Knowledge on Salesforce.com CRM integration, developing and deploying custom integration solutions. Excellent skills in creating/troubleshooting/modifying APEX code, and Visualforce pages.
• Developed Apex classes, Controller classes and Apex Triggers on Force.com platform to customize application according to the functional needs.
• Experience in working with SOQL, SOSL, CSS, and Force.com Web Services.
• Knowledge in Sandbox data loading and Web services API for implementing web services in the application for access to data from different users.
• Good understanding of Salesforce.com Governor Limits with an ability to optimize code to respect those limits.
• Proficient in Bulk Data Migration from Traditional Applications to Sales Force using on demand Apex Data Loader.IO.
• Experience in wide range of languages and technologies such as Apex, Visual force, Java, HTML, CSS, AJAX, DOM and JavaScript.
• Extensive exposure to Black Box testing, Smoke testing, Usability testing, End - to-End testing, System testing, Regression testing and User Acceptance testing (UAT).
• Provided ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflows.
• Excellent work ethics, self-motivated, quick learner and team oriented. Continually provided value added services to the clients through thoughtful experience and excellent communication skills.

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Admin/Developer

Responsibilities:

• Performing a leadership role in the area of requirements definition and application best practices and assisting with determining project scope with project managers and sponsors.
• Understanding Integration scenarios, design to develop Apex/Visualforce according to the business requirements.
• Gathered user and functional system requirements and Working with stakeholders and project teams to prioritize collected requirements.
• Analyzed change requests for existing applications and projects implementing new applications and creating process models, specifications, diagrams and charts to provide direction to the project teams.
• Tracked the status of requirements throughout the project lifecycle, and redefining them as necessary Communicating changes, enhancements and modifications to project managers, sponsors and other stakeholders.
• Facilitated data imports/exports, data cleansing, Data categorization and data integrity projects.
• Developed ad-hoc reports as requested by user groups or stakeholders or portals and performs analysis on data as required.
• Worked on various Salesforce.com standard objects like Case Management, Accounts, Contacts, Content, Reports and Workspaces.
• Created many Email Templates and Mail Merge Templates and was involved in doing the mail merge for different standard and custom objects.
• Created a sync of contacts, email alerts, events and tasks between Salesforce to Outlook and Outlook to Salesforce successfully.
• Customized Chatter now for profiles for different users and configuring with Facebook and Twitter.
• Created Approval Process, workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Developed many Report Types and created various Reports (summary reports) using the Report Builder according to the need of the organization.
• Developed various Visualforce Pages, Apex Triggers to include extra functionality and wrote Apex Classes and Controller to provide functionality to the visual pages.
• Created Batch classes to perform batch jobs.
• Worked on various AppExchange products according to the needs of the organization. Implemented an AppExchange app bill.ON app to the Salesforce CRM to create automatic bills for all the employees working in the organization.
• Implemented the requirements on Salesforce.com platform using Eclipse Force.com IDE Plug-in.
• Worked with business analyst to develop project implementation and develop plans including user interfaces.
• Communicated regularly with the SFDC designated super users to support them in their role and provide information and training on new features and functionality.
• Resolved the Cases and support the team on urgent bases, implementation and working with real-time troubleshooting.

Environment: Saleforce.com platform, Apex Language, Visualforce (Pages, Component & Controllers), Salesforce.com Data Loader, Workflow & Approvals, Reports, Service Cloud, Custom Objects, Custom Tabs, Email Services, HTML, Java Script, Java, Web Services, WSDL, Sandbox, Eclipse IDE Plug-in, Oracle, Windows.

Confidential

Salesforce Admin/Developer

Responsibilities:

• Worked closely with business partners to realize the full capabilities of Salesforce.com CRM.
• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Conducted feasibility study, gap analysis and provided recommendations to implement Salesforce CRM compared to Onyx, Siebel CRM on Demand.
• Worked with Visualforce Pages, Custom Controllers, Extension Controllers, Apex Coding, Apex Classes, Apex Triggers.
• Used Salesforce Automation (SFA) for Sales Lead Management, Campaign Management, Opportunity Management , Account and Contact Management.
• Analyzed all the customizations and developments and tried to suggest possible ways for the new enhancements that we get from the Sales people.
• Automated sharing rules whenever there is a new change in Sales teams instead of using an Apex trigger.
• Worked with various Salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, and Opportunities.
• Developed various Custom Objects, Tabs, Entity-Relationship data model, validation rules, Components and Visualforce Pages.
• Created page layouts, search layouts to organize fields, custom links, related lists and other components on record detail pages and edit pages.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement business logic.
• Created Email 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 for different user profiles based on the organization’s need.
• Created profiles and implemented Object and field level security to hide critical information on the profile users.
• Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.
• Used SOQL & SOSL with in Governor Limits for data manipulation needs of the application using Force.com Explorer.
• Customized Visualforce pages and modified the code for restricting some countries which they are not willing to do the business.
• Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Created test scenarios on Sandbox environment and used Force.com Component Deployment Wizard for migrating data between Force.com IDE and Sandbox environment.
• Used Force.com IDE for creating, modifying, testing, and deploying Force.com Application.
• Provided post-implementation support to assist end users in creating reports, dashboards and certain Administration tasks including creating and maintaining user profiles and privileges.

Environment: Saleforce.com platform, Apex, Visualforce, Salesforce.com Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, HTML, Java Script, Java, Web Services, WSDL, Sandbox, Eclipse IDE Plug-in.

Confidential

Salesforce Administrator

Responsibilities:

• Performed the detailed analysis of functional and technical requirements; designed &deployed the custom objects; identified the lookup and master-detail relationships; and created the junction objects. Demonstrated ability to translate customer requirements into specification.
• Provided data access reports to Compliance and Security ensuring that data and roles are properly defined and transparent.
• Developed Visual Pages to include extra functionality and wrote Apex Classes to provide functionality to the visual pages.
• Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Implemented Email-to-Case, Web-to-Case entry and manual case entry for entering customer’s cases in Cases Tab.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on record pages.
• Used field level security along with page layouts to manage access to certain fields.
• Introduce Salesforce Mobile for the corporate Blackberry and iPhone users in order to use several tools on the go.
• Used Force.com developer toolkit including Apex Classes, Apex Triggers and Visualforce pages to develop custom business logic.
• Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Leads, Campaigns, Reports and Dashboards.
• Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
• Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Involved in authoring Business Requirement Documents (BRD) into System Requirement Specifications (SRS) and identifying interface and business process specifications.

Environment: Salesforce CRM, Apex Language, Visualforce Pages, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Sandbox Data loading, Eclipse IDE Plug-in, HTML, Java Script, CSS, XHTML, DHTML, XML, Web Services, SOAP, UI, Eclipse, Oracle, SOQL, SQL SharePoint.

Confidential

Salesforce Administrator

Responsibilities:

• Performed the roles of Salesforce.com Administrator and Developer in the organization.
• Used field level security along with page layout to manage the visibility and accessibility of fields for different profiles.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards.
• Implemented Web to Case, Email to Case functionalities to provide a better customer support to the customers.
• Developed Assignment rules, Escalation rules to enable proper routing of cases to the case team members.
• Developed workflow rules, tasks, emails and alerts to track customer related tasks and activities.
• Developed VisualForce Pages to include extra functionality and wrote Apex Classes to provide functionality to the visual pages.
• Wrote triggers to process incoming service e-mail requests from customers to automatically create new case records.
• Knowledge on Integration of Web Services for extracting the data from external systems to display in the pages of salesforce.com.
• Used the Java Ant for testing and migrated the code to the deployment instance after testing.
• Designed various types Email templates for auto response to customers.
• Developed several custom reports to better assist managers and also report folders to provide report accessibility to appropriate personnel.

Environment: Salesforce.com platform, Data Loader, Apex Classes, Controllers, Triggers, VisualForce, SOQL, SOSL, Workflow & Approvals, Java Ant, Custom Reports, Dashboards.

Confidential

Tier 1 IT Service Desk to Team Lead

Responsibilities:

• Worked on reputable Confidential account assumed roles for IT Service Desk Specialist, MDM administrator and Active Directory/Sharepoint admin. Shared my knowledge and technical experience in keeping up and maintaining them by:
• Created and Administered MDM accounts for Android and iOS devices using Maas360, Citrix Worx Xen mobile. Received training for Air watch console and user support Developed and implemented training procedures and knowledge base for new hires as well as experienced operators. This resulted in reduced call volume and increased output with consistent quality
• Created and administered Active Directory and Share point. Managed user accounts, groups, print queues and controlling access rights using Active Directory.
• Assisted BP users with their IT related problems and concerns using Windows 2000, Microsoft Office 2000 Suite, Microsoft Front Page 2000, Microsoft Publisher, Microsoft Exchange and Outlook, Enterprise Administrator, Exceed Terminal Emulator and UNIX.
• Strong background in user training, support, and documentation
• Team Leader of managing and completing projects on time
• Quality control and Productivity Improvement
• Known for professional, courteous, and effective communication
• Very high resolution rate for daily incidents and requests