PROFESSIONAL SUMMARY:

• Seasoned professional with over 13 years of IT experience in CRM solutions for Implementation and Support projects for US based projects that includes 3 1/2yrs of Salesforce SFDC Full Life Cycle Implementation experience with Salesforce Administrator and Salesforce Platform Developer1 certifications
• 13 years of experience in managing and developing the complete life cycle of IT projects and systems involving requirement analysis, design, development, prototyping and testing
• Worked as Salesforce Architect and Subject Matter Expert (SME) for Salesforce Cloud implementation
• Currently working for Salesforce Organization as a Contractor for their internal production org called - Org62
• Implemented 216 features in Service cloud, tested in Sandbox environments, Staging org before migrating to Production Org after proper approvals
• Experience in configuring Sales and Service Cloud
• Experience to Develop and maintain Reports, Dashboards, Workflows, Process Builders, Flows
• Develop Visualforce UII and Lightning UI component using LDS on Custom Objects
• Write Apex Batch Class, Triggers and Test classes
• Did an Integration project between Salesforce and Oracle ERP systems using SOAP API and REST API for Inbound and Outbound Integrations
• In depth Knowledge on CRM business Processes in Salesforce and Oracle CRM - Sales and Service modules
• Experience in working with Service Console in Service Cloud for Entitlements, Milestones and Macros
• Experience in collaborating with different teams to communicate and resolve issues
• Extensive business knowledge on various salesforce.com standard objects like Accounts, Contacts, Campaigns, Leads, Cases, Assets, Entitlements, Milestones, Macros, Service Contracts
• Experience in Understanding of best practices of SDLC processes and defining standards for Unit testing
• Strong Knowledge in Salesforce Administration including Data Validation Rules, Roll Up summary fields, Formula fields, Approval process, email templates
• Knowledge on Web-to Lead using Data Validation, Auto Assignment, Auto-response rules
• Working Experience in Data Conversion / Migration activities for large volumes of data between ERP and Salesforce org using Data Loader with REST and SOAP APIs
• Prepared many POCs for Customization, Integration solutions between Salesforce and ERP and demoed to client.
• Experience in working on Plsql, Apex, Visualforce, Lightning UI
• Build Solution Design / Prototype documents for Integrations, Customizations and Data Migration.
• Hands on experience in Configuring Custom objects, custom fields, Page layouts, Custom Tabs
• Used Agile scrum methodologies to work on user stories.
• Experience in providing technical assistance in Apex code, Apex Triggers, SOQL, SOSL
• Strong understanding of relational databases
• Experience in training End Users
• 10 years of Implementation and post-production Support on Oracle CRM modules
• Good understanding of business process of Sales, Marketing and Service and defining the Scope for the project along with Fitment Study, Designing the business process flows.
• Conversant with oracle inventory, Order Management modules
• Responsible for problem solving, testing, support recommendation to release or rework the solution and to identify the areas where the improvements are required in implementing/development process.
• Experience in leading the team comprising functional and technical consultants for implementing the solution within time frame.

TECHNICAL SKILLS:

Sales Cloud: Campaigns, Leads, Accounts, Contacts, Opportunities, Products and Price Books, Reports and Dashboards

Service Cloud: Assets, Cases (Service Console), Entitlements, Milestones, Service Contracts, Open CTI, Other CRM APPS (R12), Oracle Apps CRM in Sales and Service modules like Tele Sales, Oracle Service, Depot Repair, Installed Base, Field Service, CRM Foundation, Oracle Quoting.

Languages: Plsql, Core Java, Apex

Education: M.B.A (Marketing) from Kakatiya University, India

Other subjects include: Business Applications for IT, Management Information System (MIS), Marketing Management, Consumer Behavior.

PROFESSIONAL EXPERIENCE:

Confidential

Salesforce Administrator

Responsibilities:

• Working with business for 216 features(Winter19) and also 218 features(Spring19),Testing them in Sandbox orgs before promoting to Production Org(Org62) for Service Cloud features
• Administer, manage, configure and support enterprise applications for Sandbox,UAT and Production orgs especially related to omni channel and Open CTI
• Review and diagnose production issues related to Lex gaps in Sales, Service clouds
• Collaborate and communicate with various teams to drive the issues to resolutions and end user satisfaction.
• Use internal workbench to write soql and sosl queries for diagnosis and issue resolution
• Follow best practices and maintain 100% compliance with security policies and change management controls
• Strong understanding of various salesforce environment and deployment processes and work towards migrating the changes from sandbox to production after thorough testing and proper approvals
• Work with Development team for any customizations on new functionalities.
• Participate in knowledge sharing sessions to transfer knowledge to various teams.

Confidential

SFDC Admin / Developer

Responsibilities:

• Document the business requirements / User stories captured in scrum calls in BR3080 documents
• Capture solutions in Functional design documents for the gaps and take business approvals
• Develop and maintain Custom Objects, page layouts, Custom Tabs, Reports and Dashboards in salesforce for Cases and User Objects on Salesforce Lightning UI page
• Develop a Lightning Component to display Lightning Card using LDS
• Use Service Cloud Console for managing Service Requests for Case object with Entitlements, Milestones and Macros
• Providing Customized solutions using Apex and prepare test classes for the same
• Develop and test the solution in Sandbox environment and demo the same to the client.
• Work with business user to demo the solution to business and End users during CRP2, SIT and UAT
• Perform regression testing for the custom objects migrated from Sandbox to Production Orgs
• Migrate the custom solutions using ANT Migration tool
• Provide training to Business Super User, End User and Production support team for the above solutions.
• Provide Post Production Support for 2 weeks for hyper care issues

Confidential

Solution Architect / SFDC Architect

Responsibilities:

• Work with business users for requirement gathering for Salesforce Inbound and Outbound integrations with Oracle ERP system
• Captured the various interface requirements in BP3080 document
• Develop Apex classes for Inbound and Outbound Integrations using SOAP API and REST APIs
• Write Batch Apex and test classes
• Write Triggers for Custom Validations for DML operations
• Develop and maintain Custom Objects, page layouts, Custom Tabs, Reports and Dashboards in salesforce for Asset object
• Mapping the ERP custom staging tables with Salesforce Assets object
• Prepared a functional solution design document MD2060 and get business approval .
• Collaborate with technical team and integration team (SOA team) to build the solution
• Perform unit testing, Regression testing on the solutions developed and prepare test scripts for salesforce
• Demo the developed solution to the business users
• Work with business to demo the solution to business and end users during CRP2, SIT and UAT
• Obtain approvals before migrating to different environments like Test, QA, Production in ERP systems and Salesforce Production org
• Provide training to Salesforce Production support team as well as ERP team
• Provide post production support after Go-Live for a month.

Confidential

Solution Architect / SFDC Architect

Responsibilities:

• Gathered business requirements for the to-be system i.e. salesforce
• Identified the gaps and provided custom solutions in salesforce
• Prepared documentation for data conversion with process diagrams
• Worked with different teams for the ETL process and Data Cleansing
• Developed Solutions to migrate data from Legacy into Salesforce Sandbox environment using Data Loader Bulk APIs.
• Demoed the solution to the business
• Prepared test scripts to test the loaded data in sandbox environment
• Performed Load testing, unit testing to identify any potential issues in salesforce sandbox
• Migrated the solution to Pre-production org and finally to production org after thorough testing
• Ran the test scripts to ensure that the data is loaded correctly

Confidential

Solution Architect

Responsibilities:

• Business requirement gathering for roll out to EDI Customers like Confidential ..etc.
• Prepared a functional solution design document MD2060 and get business approval .
• Provide custom solutions for the gaps and prepare functional design documents for the same.
• Get business approvals on Functional Design document.
• Collaborate with the technical resource to prepare the technical design document and develop solution in Development environment
• Perform unit testing, Regression testing on the solutions developed and prepare test scripts
• Demo the developed solution to the clients and obtain approvals before migrating to different environments like Test, QA
• Provide post production support after Go-Live
• Provide End user training to business users and to Production support team. Assisted ETL and technical resources to resolve the data conversion issues and load approx. 2M records

Confidential

Solution Architect

Responsibilities:

• Gathered to -be business requirements for service contracts -Warranties and Extended Warranties
• Performed Fit-Gap analysis
• Provide custom solutions for the gaps and prepare functional design documents for the same.
• Get business approvals on Functional Design document.
• Collaborate with the technical resource to prepare the technical design document and develop solution in Development environment
• Prepare a configuration document (BR100) and configure the same in Dev, Test, QA and Prod instances.
• Perform unit testing, Regression testing on the solutions developed and prepare test scripts
• Demo the developed solution to the clients and obtain approvals before migrating to different environments like Test, QA and Production
• Provide post production support after Go-Live
• Provide training to end users and also to Production support team.

Confidential

Solution Architect

Responsibilities:

• Gather business requirements (User stories) for Installed Base Data Conversion and CRM foundation modules
• Worked on Functional mappings for data conversion between Legacy System and Installed Base
• Provided solution strategies for ETL process to load legacy historical data into Installed Base using Installed Base Item Instance APIs for approx. 500M records in a phased manner.
• Prepared BR3080 requirement document and BR100 configuration document for CRM foundation modules and get business approvals
• Migrated the set ups to Test, QA and Production environment
• Prepared test scripts and get business approvals
• Migrate the configuration to Test, QA and Prod and get business approvals in each instance before migrating.

Confidential

Solution Architect

Responsibilities:

• Regular scrums with business users to gather user stories for Installed Base and Service Contracts module in the business process for single customer
• Prepare BR3080 documentation for requirement gatherings and Prepare BR100 configuration document and configured Install Base in Development environment upon business approval.
• Performed unit testing and regression testing for the solution in Development environment and get business approval
• Prepared test scripts and get approval from business
• Work with business to demo the solution in CRP2, CRP3
• Migrate the solution to Test and perform SIT and get business approval
• Migrate the solution to QA and perform UAT and get business approval to move the CEMLI to Production
• Provide training to end users and post production support team
• Migrate the solution to Production and work on hyper care issues during Production go live.
• Raising Service Requests with oracle whenever required.
• Run the automated test scripts to identify if all the functionalities are working as expected.

Confidential

Oracle CRM Functional Consultant

Responsibilities:

• Document the client business requirements for CRM modules like Service Contracts, Install Base
• Business Process Study, Solution Design, CRP, UAT and Production instance setups.
• Delivery of all functional documentation (AS-IS Process Maps, Future Process Maps, Functional Design) Oracle 11i solution, Test scripts (CRP and UAT script), and Setup Documentation.

Confidential

Project lead

Responsibilities:

• Resolving client tickets in timely manner arising from various telecom circles across India using Remedy tool
• Managing the team to resolve the issues
• Provide weekly status report to the client and attend client meetings
• Providing Enhancements for the recurring issues.
• Gained hands on experience on Plsql and resolved issues using Toad
• Worked with client to migrate new functionalities to the production instance
• Prepared knowledge documents with solutions for the issues

Confidential

Oracle Functional Consultant

Responsibilites:

• Involved in Providing End User training to users on Purchase Requisitions, Purchase Orders and Inventory Min-Max Planning for stock replenishment by visiting various branches across UAE.
• Handling issues and making them understand the advantages of Oracle ERP modules as compared to their current legacy systems

Confidential

Oracle CRM Functional Consultant

Responsibilities:

• Understand the current business process and document the same for Teleservice, Service Contracts, Depot Repair module for Oracle R12 release
• Gather To-be requirements and perform a Fit-Gap analysis
• Provide solutions for the gaps and prepare a functional design document and get approval for the business
• Involved in the Documentation of Business Requirement Document, Solution Design and Test Scripts.
• Demo the solution to users during CRP1 and CRP2.

Confidential

Oracle CRM Functional - Associate Consultant

Responsibilities:

• Functional consultant for requirement gathering and implantation of Contractual Services, field services, Installed base and Depot repair modules on 11.5.9 release
• Involved in studying and streamline the business requirements, features and functionality for the upcoming solution.
• Complete requirement analysis on AS IS and TO BE for the Oracle ERP solution.
• Managing end to end testing of the processes implemented along with the developing Functional test scripts end execution
• Proof-of-concept, requirements gathering and mapping, requirements gap resolutions via workarounds, business process changes or customizations, test script documentation for Conference Room Pilots