SUMMARY:

• 5 years of IT Experience as CRM Consultant, Business analyst, Salesforce.com Administrator.
• Experience in administration, configuration, implementation, and support of salesforce CRM, applications based on Apex Language and leveraging Force.com Platform - - world's first commercial Software as a Service (SAAS) application running in Cloud Computing Environment.
• Experience in all phases of Software Development Life Cycle (SDLC) - Planning, Requirements analysis, Design, Implementation & Coding, Testing, Deployment and Maintenance.
• Good Knowledge and experience with Salesforce CRM projects using Salesforce.com and Force.com.
• Experience working with Salesforce. com Service cloud, Sales cloud, Marketing cloud, Community cloud and configuring Administration setup on SFDC platform.
• Developed Visualforce pages and Custom Objects using Apex Programming on Force.com Platform.
• Experience in developing UI using Visualforce pages and providing business logics using Apex.
• Experienced in Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions and Approval Workflow.
• Extensive Knowledge on Salesforce Relationships like One to Many, Many to Many, Look up and Master-Detail Relationships.
• Knowledge in developing client-specific solutions on force.com platform using Apex classes, Triggers, Visual Force, Controllers, Web Services REST API, Force.com IDE, SOQL, SOSL, SOAP based Web Services, JavaScript, Ajax .
• Having good knowledge on Salesforce to Salesforce helped partner organizations to share data in more secured and effective way. Also, employed Apex Data Loader, Data Wizard for easy data migration and bulk management.
• Proficient in designing of Custom objects, Custom fields, Custom components , Role based page layouts, Custom Tabs and Custom Applications.
• Experience on Service Cloud - Case management, Solutions and Knowledge Management, Service Process Automation and Service Analytics .
• Excellent knowledge in customizing standard objects like Accounts, Contacts, Leads, Opportunities, Contracts, Orders, Products, Price books, Cases and Campaigns as per client requirement.
• Worked on Change sets, deployed components from Dev sandbox to Production, UAT to Production and have knowledge of Migration tools Force.com IDE Eclipse.
• Experienced working with salesforce.com sandbox and production environments, also with Eclipse IDE Force.com, ANT migration tool Plug-in environments
• Hands on experience in effectively managing all the organization security related issues such as Session Management, Login History, Login Access Polices, Reset Passwords, Grant Account Login Access, Reset Security Token and View Setup Audit History.

PROFESSIONAL EXPERIENCE:

Confidential, Boston, Massachusetts

Salesforce Business Analyst/ Admin

Responsibilities:

• Gathered, developed and analyzed functional business requirements from client for solution design on the salesforce.com platform.
• Worked on client requirements with SFDC implementation through operational and administrative requests.
• Involved in documenting, reviewing and approval of BRD and functional specifications with Key Business Stakeholders.
• Collaborated with Program Managers, Developers to customize and develop the SFDC platform as per client requirements.
• Configured different page layouts and customized field level security of fields for different objects. Created page layouts, search layouts to organize fields, custom links, custom buttons, and related lists.
• Worked with Relationships like One-to-One and One-to-Many, also Salesforce Lookup, Master Detail, and Hierarchical.
• Migrated data using de-duplication techniques to maintain data integrity from client’s legacy system to Salesforce through Data Migration tools - Data Loader and Data Import Wizard.
• Also performed the administrator role by creating roles, profiles and configured the permissions based on the organizational hierarchy requirements.
• Experienced in using Process Builder and Workflow Rules for Workflow Actions (Time Based and Immediate for Field Updates, Email Alerts, Send Emails, and Outbound Messages).
• Involved in resolving the deployment errors during the deployments. Deployed Application changes from Sandbox to Production using Change Sets.
• Responsible for creating workflow, gap and impact analysis, user stories, test case development and functional design.
• Created reports and dashboards for different objects based on the user requirements.
• Implemented service cloud module which deals with Accounts, contacts, cases, solutions, assignment rules etc.
• Worked with security and sharing rules implementation at object, field, and record level for different users at different levels of organization and Single Sign-On (SSO) setup.
• Automated workflow to keep applications moving quickly through the approval process.
• Acted as the primary liaison between the business stakeholders and technical teams to make communication and development efforts more effective.

Environment: s: BRD (Business Requirements Document), Page Layouts, Field Level Security, Custom: Objects, Fields, Buttons, Links, Tabs, Custom Relationships (One-to-One, One-to-Many for Look-Up, Master-Detail and Hierarchical), Roles, Profiles, Permission Sets, Process Builder, Workflow Rules, Validation Rules, Change Sets, Gap and Impact analysis, User Stories, Reports & Dashboards, Service Cloud, Organization wide security settings, Data Loader & Data Import Wizard

Confidential

Salesforce Business Analyst/Administrator

Responsibilities:

• Worked on Confidential ’s largest instance of Salesforce.com, AWS ( Confidential Web Services)
• Was part of the AWS Salesforce Team and served internal AWS teams - Sales, Business Development, Architects, Marketing and so on.
• Worked on various clouds - Sales, Service, Marketing and Community.
• Worked with Confidential ’s business owners and SMEs, collated the objectives of the project on SOW (Statement of Work)
• Worked with Project Managers and Developers and ensured that the objectives gathered on SOW were converted to requirements and documented on the Business Requirements Document (BRD).
• Collaborated with business owners and all relevant stakeholders on constant JAD sessions.
• In charge of conducting the UAT with Business partners and Program Managers, gathered feedback and provided the same to the Development team.
• Executed development/configuration changes to meet requirements including installation and configuration of app exchange applications in Confidential Lightning platform.
• Reviewed the test cases provided by the QA team and provided feedback.
• Created User Stories by working together with Business and Developer teams.
• Conducted GAP Analysis and enhanced business processes by integration.
• Worked on Agile - Scrum Methodology for Salesforce lightning implementation.
• Designed and developed Use Cases, Workflow Diagrams and Project Schedule diagrams using MS Visio.
• Performed Risk Analysis and Cost Assessment for the implementation of new projects for Sellers.
• Developed Traceability Matrix for updating current and new system requirements using MS Excel.
• Interacted with user groups to derive the functional requirements.
• Trained Sellers on usage of Salesforce.com for their businesses. Provided training material to users.
• Performed Salesforce administrative activities (page layouts, user management, security settings, reports and dashboards etc.,) on various Clouds - Sales, Service and Marketing.
• Managed Service Cloud for Sellers - Case Management, Case Assignment and Escalation Rules. Used service automation tools for workflows, creation and updating of records, queue management, logging off emails and calls. Also designed self-service channels for Sellers’ customer base.

Environment: BRD, UAT, Test cases, GAP analysis, Agile methodologies (Scrum), Use cases, Workflow/Project Schedule diagrams, Risk Analysis, Traceability matrix, MS Office, Salesforce administration

Confidential

Junior Salesforce Admin

Responsibilities:

• Developed and managed complex workflows, approvals, validation rules, assignment rules.
• Defined the lookup relationship and master-detail relationship on the objects that helps in associating the records and defining a parent-child relationship in which the master object controls certain behaviors of the detail object respectively.
• Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities and other custom objects using Data Loader and Import Wizard.
• Developed Assignment rules, Escalation rules to enable proper routing of cases to the case team members.
• Worked effectively to ensure that the data is protected and is made available to the authorized users by customizing the user Roles, Role hierarchies, Profiles and Sharing settings.
• Responsible for controlling security and sharing of sales reports and dashboards, providing regulated,auditable cross-functional access for anyone in the organization.
• Created custom buttons and links on Account and Relationship Group object for generating auto Reports.
• Supported and maintained SSO (Single Sign On) to users for logging into salesforce application
• Supported internal and External Audits on apps and user access to functions and tools, and business process
• Built sites pages in Salesforce. These sites pages are hosted in other systems and users can create the cases/Customer feedback records through sites pages. And these users don’t consume any salesforce license. The Sites pages will provide them with the latest information on the cases they raised.
• Implemented the "Knowledge one" feature in Salesforce. With this Sales Rep's can view the knowledge articles and solve them with very less turnaround time.
• Performed tuning Triggers, classes and visual pages to provide better user experience and avoid hitting governor limits.

Environment: Workflows, Approvals, Validation Rules, Assignment Rules, Escalation Rules, Relationships (Look-Up, Master-Detail), Data Loader and Import Wizard, Data Access (OWDs, Roles, Profiles, Role Hierarchies, Sharing Settings, Permission Sets), Custom Buttons/Links, SSO, Salesforce Knowledge, Apex Classes/Triggers, Visualforce pages