PROFESSIONAL SUMMARY:

• Over 10+ years of experience in IT as Salesforce Administrator and Business Analyst in configuration, Customization, Implementation, Data Migration and Support of Salesforce CRM.
• In depth understanding of CRM business processes like campaign management, lead management, account management, opportunity management and forecasting.
• Certified Salesforce Administrator
• Extensively exposed to creating objects, fields, Record Types, workflows, approval processes, Escalation rules, Assignment rules, validation rules, Email services, data migration activities, custom page layouts, custom fields and other standard functionality.
• Extensive experience in Creating Reports, Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Processes.
• Experienced to maintain, enhance and create workflows and validation rules.
• Extensive knowledge about Sales force setup menu, Configuration, custom Application Development, Administration, Data Migration and Deployment of applications to Force.com platform.
• Experienced in managing the data, Forecasting, Campaign Management, Contacts, Leads, Opportunities, Quotes and Dashboards.
• Strong experience in data model using standard objects, custom objects and relationships.
• Led and Participated in Agile/Scrum rituals (Backlog Refinement, Sprint Planning and Review, Retrospectives, Daily Scrum) to provide guidance to the Agile product development process.
• Used excellent listening and verbal communication skills to facilitate and participate in Joint Requirements Sessions (JAR) and Joint Application Development (JAD) sessions with product owners, SMEs, Scrum Master, Development team and other stakeholders
• Coordinated between Quality Assurance testing team, conducted User Acceptance Testing (UAT) and documenting Test Cases.
• Experience in UML Modeling, Use Case, Class Diagrams, Process Diagrams, Sequence and Activity Diagrams using tools such as MS Visio.
• Extensive experience in creating Business Requirement Documents (BRD) and Functional Requirement Specifications (FRS). Good understanding of Functional and Non - Functional requirements.
• Excellent communication and inter-personal skills, experienced working with both large and small team

TECHNICAL SKILLS:

Salesforce Administration: Reports, Dashboards, Validation Rules, Users, Roles and Profiles Deployments (Change sets), Workflow Rules, Approval Process, Sandbox Refreshments, Apex, Data Loader, Import Wizards, Packages, Custom Apps, Custom Labels, Portals (Customer and partner), Sharing Settings, Communication Templates.

SFDC Tools: Eclipse, Force.com IDE, Sales Cloud, Service Cloud

RDBMS: Microsoft SQL Server, Oracle 11g, Oracle 11i, Microsoft Excel, MS Access

Testing Tools: TFS, Clear Quest, Quality Central, SOAP UI, SOAPUI PRO, Jira

Protocols/Methods: TCP/IP, SOAP, HTTP, HTTPS, FTP, REST, GET, POST, PUT and DELETE

Programming Languages: C, C++, C#, Cobol, VB.NET, ASP.NET, VB Script, Java Script, XML, Groovy Script, Cobol.

PROFESSIONAL EXPERIENCE:

Confidential, Cranford, NJ

Sr. Salesforce Administrator

Responsibilities:

• Conduct JAD sessions with management, SME, vendors, users and other stakeholders for open and pending issues.
• Responsible for meetings with users and stakeholders to identify problems, resolve issues and improve the process to ensure a stable and accurate solution.
• Responsible for project schedules, creating and reviewing business requirements.
• Develop strategies with Quality Assurance group to implement Test Cases and UAT (User Acceptance Testing).
• Coordinate between Quality Assurance testing team, conducting User Acceptance Testing (UAT) and documenting Test Cases.
• Develop and implement workflows, field updates, email alerts, custom tabs, validation rules, approval processes.
• Implement Email-to-Case, Web-to-Case entry and manual case entry for entering customer's cases in Cases Tab.
• Create custom Dashboard s for manager's home page and gave accessibility to dashboards for authorized people.
• Work on Page layout customization, page layout assignment based on profiles and created custom links based on user requirement.
• Implement Security and Sharing rules at object, field and record level for different users at different levels of organization
• Implement picklists, dependent picklists, adding values to the existing picklist fields, lookups, master detail relationships, validation & formula fields to custom objects.
• Work with Apex Data Loader for various data related operations like data export, insert, delete and update in Leads and worked on importing Campaign members into a specific Campaign.
• Creating custom objects and custom tabs.
• Build DocuSign for Salesforce Custom JavaScript buttons including SOQL queries for customers.
• Create Users, Profiles, Field level security, Sharing Settings, Validation Rules, Workflow rules.
• Create workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Work with Apex Data Loader for various data related operations like data export, insert, delete, and update.
• Create Reports and Dashboards to track Opportunity pipeline/Stages for Management visibility.
• Maintain data cleanliness and accuracy by adding custom validation rules, custom formulas, reports and dashboards.

Environment: Saleforce.com platform, Record types, Reports, Dashboards, Email, Triggers, Sharing Rules, PowerPoint, Excel, Waterfall, Validation Rules, Messaging, Dashboards, Standard and Custom Objects.

Confidential, Henrico, VA

Salesforce Admin/ Business Analyst

Responsibilities:

• Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects and Custom objects of SalesForce.com (SFDC).
• Involved in Salesforce configuration.
• Implemented and customized Salesforce customer relationship management CRM for Marketing, Sales and Case Management.
• Implemented Marketing Cloud and worked with entities Campaign, Campaign Influence, Leads and Contacts. Campaign Management; Sales (Quotation and Contract Management); Complaints and Services; Correspondence (Email & Print)
• Build & monitor standard analysis and reporting for marketing campaigns.
• Created new report types, new reports and dashboards to monitor and issue regular key productivity indicator reports and charts.
• Mapped Salesforce objects to business requirements, mapped external system fields and integrate it to salesforce.com for all Marketing and Sales scenarios.
• Involved in Salesforce.com Application Setup activities and customized the appts to match the functional needs of the organization.
• Collaborated with Data teams in understanding current system used SQL to understand the current data tables.
• Responsible for day to day Salesforce technical administration.
• Involved in Webinars, training sales persons how to use the application.
• Expert in generating and analyzing custom reports and dashboard for management and various business unit personnel to provide detail information on key performance indicators.

Environment: Salesforce.com platform, Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls.

Confidential, Woodcliff Lake, NJ

Salesforce Admin/ Business Analyst

Responsibilities:

• Ensure reporting is created and structured to inform Management on the performance of their teams and the businesses
• Ensure reporting is created and structured to provider Management on the health of their teams and the business
• Developed effective data management processes and data governance
• Performed routine Salesforce data management/cleanup tasks
• Managed all ongoing projects related to Service Cloud including interfacing with development and/or IT teams
• Create and maintained system documentation for fields, processes and workflows
• Created profiles and permissions documentation, governance framework, data mapping, and reporting and dashboard building
• Performed unit testing, integration testing, and performance testing of new application functionality. Analyze and mitigate issues identified during testing
• Provided remote training through creating training materials and running training sessions
• Maintained data quality by identifying and deleting or merging duplicate records, cleansing and updating inaccurate data
• Manageed all new user provisioning, including the auto-provisioning integration between OKTA and Salesforce using Active Directory security group membership
• Self-directed learning, problem solving, and researching of system issues
• Spend up to 60% of the time resolving end-user issues and assisting with training
• Provided high quality support via both email and ticket system
• Managed mass imports and exports of data
• Managed instance to ensure data integrity
• Acted as the primary point of contact for Salesforce users

Environment: Force.com IDE, Apex Classes, Data Loader, CRM Fusion Demand tools, HTML, CSS, Workflows, salesforce Chatter, Approvals, Reports, Custom Tabs and Objects, Email Services, AppExchange, Eclipse, IDE Plug-in, and HP QC.

Confidential

Jr. Salesforce Admin

Responsibilities:

• Created several Work flows, Approval processes, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals which are needed in different stages of actual quote processing.
• Developed email templates which pulls all the data from the customer record.
• Created various Custom Objects, Custom Fields and Record Types.
• Participated in cross-functional teams to address strategic and operational issues surrounding CRM and salesforce instance.
• Performed administrative tasks - creating Users, Profiles, Roles, Permission Sets, Page Layouts, Record Types and configured sharing rules based on Organization role hierarchy.
• Used Data Loader for insert, update and bulk import or export of data from Sales force Objects.
• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Involved in ExactTarget Marketing Cloud subscribers, lists, profile attributes, fuel and emails.
• Created new custom objects, assigned fields, custom tabs, components, custom reports.
• Created custom Reports based on business need and associated them to Dashboard.
• Customized Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.
• Involved in Security Levels and privileges by customizing Salesforce.com Profiles and Roles.
• Used the Sandbox for Testing and migrated the deployment instance after testing.
• Integrated Email with Salesforce.com for Mass E-mail management and designed custom E-mail templates.
• Prepared training material and trained salesforce.com business users.
• Executed various levels of Unit, Integration, User acceptance and Operational acceptance testing to prove that system conform to specifications of business and quality requirement
• Assisted in on-going process improvement efforts to ensure Test Planning, Execution, and Reporting is effective, efficient, standardized, coordinated and integrated.
• Imported data into Salesforce using Data Loader
• Added Organization-Wide Email Addresses to all the applicable email alerts.
• Provided Level 1 User support and answered questions raised by business users
• Responsible for importing referential data received from external banks into Salesforce.com.
• Create and managed Salesforce Process Builders and flows, data validation rules and other automation.
• Utilized appropriate development methodology, design and develop data models and solutions for both internal and public use.
• Assisted in managing the School’s Office 365 SharePoint site collection, carry out site customization, create validation and field update workflows using SharePoint Designer

Environment: Saleforce.com platform, Apex Language, SOQL/SOSL, Reports, Custom Objects, Sandbox, Force.com IDE, MS Excel and PowerPoint.

Confidential

Business Analyst

Responsibilities:

• Validated the integrity of payroll data and all the steps of the year-end process.
• Oversaw analyzing payroll business processes, making the required changes and training users on the changes made.
• Worked side-by-side with subject matter experts and users to understand the business requirements and translated them into a working set of functional requirements for IT.
• Managed the project timelines, task development, and implementation planning around business requirement and testing needs.
• Managed timelines organized and facilitated weekly meetings with stakeholders. Worked as a liaison between users and the stakeholders to resolve any conflicts.
• Used MS Project to manage schedules, deadlines, and resources, collaborate on projects and analyze project information.
• Used MS Visio to create various Business models like Use Cases, Activity Diagram, and State Chart, Collaboration, and Sequence diagrams for the system.