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Salesforce Admin/analyst Resume

Chicago, IllinoiS

SUMMARY:

  • Certified Salesforce Admin with 10 years of IT experience working as Administrator on various technologies like Salesforce and ServiceNow which includes 3 years as a Salesforce Administrator.
  • Experience in Administration, Configuration, Implementation, Lightning, and support experience with Salesforce platform.
  • Expertise with salesforce.com administrative activities like Creating Profiles, Roles, User, Permission Sets, Record Types, Page Layout assignment, Search Layouts, Field - Level Security, Custom Tabs, Validation rules, Formula Fields, Email Services, Reports and Dashboards.
  • Work with users to develop requirements and build implementation plans for new features and enhancements leveraging outsourced teams and 3rd party support vendors
  • Troubleshooting email campaigns, workflows, approval cycles, or auto-responders that generate excessive bounced mails.
  • Maintained and Provided Security controllers to users by using Profiles, Roles, Permission sets and OWD Settings.
  • Acquainted and well versed with CRM processes like Sales, Marketing, Customer Service and Customer Support, Business Processes and recommended solutions to improve their processes using SFDC.
  • Created and maintained reports and dashboards, provide general end user assistance and maintain and support all Salesforce 3rd party tools and integrations
  • Develop and administer an environment management strategy for the Salesforce.com instances
  • Utilize a release and change management process to develop and implement new features/applications and enhancements to existing features/applications
  • Ensured data integrity through the appropriate use of de-duping, loading, and exporting tools, for bulk of data using Data Loader, Admin Garage, and Lexi Loader.
  • Maintained database for integrity and accuracy including cleansing and duplicate record management.
  • Maintained and customize Service Cloud application, Sales Cloud Application.
  • Good Knowledge working with Workflow, Process builder, approval process and Email notification.
  • Knowledge on Configure Price Quote software in salesforce.
  • Experience in working with Conga composer and DocuSign (Adobe sign).
  • Hands on experience in writing queries using SOQL and SOSL in Apex Classes and Triggers.
  • Followed Salesforce.com best practices for system maintenance and configurations.
  • Research and identify solutions to resolve problems and to improve efficiency.
  • Respond to clients within timeframes dictated by the severity of the problem.
  • Experienced in scripting languages like HTML, XML, CSS, AJAX, Web Services and JavaScript.

SKILL:

Salesforce, Salesforce Lightning UI, SOQL, SOSL, ServiceNow, Advanced knowledge of MS Excel (macros, pivot tables, data visualization), Proficient in MS Access (creating and modifying databases, tables, queries and forms; reports), Jira, JavaScript, CSS, HTML, C, C++

EXPERIENCE:

Salesforce Admin/Analyst

Confidential, Chicago, Illinois

Responsibilities:

  • Support the day to day administrative functions pertaining to Salesforce.com
  • Performed extraction, transformation, cleansing and loading of client data into Salesforce
  • Maintain and enhance workflows, Process Builder, Flows and functionality within Salesforce Lightning platform
  • Create and customize objects and fields, page layouts, workflows and validation rules
  • Create reports and dashboards to support sales representatives, management review, and business monitoring and analysis
  • Prepare reports to manage the completeness, accuracy and integrity of data in the system
  • Test and QA of enhancements/changes to SFDC deployment using SF.com sandbox
  • Work with several clients on post-implementation support projects and additional customization
  • Conducted kickoff, discovery and requirement gathering meetings with clients
  • Perform systems analysis and design, translating business requirements into technical specifications
  • Documented functional requirements and process diagrams
  • Collaborated with developers, analysts and architects to configure and customize salesforce.com
  • Trained end-users and administrators on the Salesforce Classic and Lightning platform

Salesforce Admin

Confidential, Chicago, Illinois

Responsibilities:

  • Gathering requirements, Reviewing, analyzing, evaluating business systems, user needs and formulates system administration changes.
  • Analyzing and maintaining system documentation and business policies/procedures.
  • Provided the security and visibility of data through roles and profiles and gave premier support to the different Salesforce users upon request.
  • Assist with the performance of business analysis in which information about business process and concerns are gathered from key internal business stakeholders
  • Serve as primary system administrator for the Salesforce.com environment with 400+ users.
  • Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks.
  • Created profile, users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.
  • Develop customizations (new fields, new objects) to Salesforce.com that improve workflows and reporting.
  • Creating Custom Apps, Custom fields, Profiles, Applying Sharing Rules, Handling Page Layouts, Search Layouts, and Related List and defining Field Dependencies, custom buttons, Validation Rules, workflows, approval processes.
  • Building standard/custom report types, Reports, Dashboards and across various objects for different business group.
  • Maintaining the user access and visibility on regular basis like automatically freeze/ deactivating the user on certain date created through workflow.
  • Provided the security and visibility of data through roles and profiles and gave premier support to the different Salesforce users upon request.
  • Organized the profiles, Role hierarchy, Permissions sets, OWD and Sharing rule to apply appropriate security controls which were earlier disarranged state set up by initial org set up by another organization.
  • Analyzed and used various tools like Data loader, Workbench for data import update, deletion and export.
  • Complete regular internal system audits and prepare for and complete upgrades.
  • Manage Salesforce.com data feeds and other integrations
  • Implemented best practice to improving and enriching data, used to clean the data in the org by deduping tools and cleansing data before import.
  • Created validation rules to ensure data quality and integrity.
  • Created and maintained the email templates to be used in the Workflows, Auto Assignment Rules and Auto Response Rules related to Sales and Cloud Applications.
  • Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals in Salesforce automation.
  • Developed Lightning Page on various Objects using Lightning App builder.
  • Provide remote training through creating training materials and running training sessions.
  • Spend up to 50% of the time resolving end-user issues and assisting with training.
  • Self-directed learning, problem solving, and researching of system issues
  • Followed Agile methodology for the execution of day to day work.

Salesforce Admin

Confidential, Dallas, Texas

Responsibilities:

  • Maintained and Customized salesforce.com application based on the user needs.
  • Configured various standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Reports, and Cases.
  • Designed, maintained Salesforce standard objects and custom objects.
  • Implemented data security using OWD and sharing rules as per business needs.
  • Created profiles and implemented Object level, field-level and record-level security.
  • Worked on Record Types, Validation Rules, and Page Layouts.
  • Created Custom Objects and defined lookup and master-detail relationships on the objects and created junction objects to establish many-to-many relationship among objects.
  • Created various profiles and configured the permissions based on the organizational hierarchy requirements
  • Customized tabs for different business user's groups and business centers.
  • Created custom Reports based on business need and associated them to Dashboard.
  • Worked with SOQL, SOSL queries with Governor Limitations to store and download the data from Salesforce.com platform Database.
  • Designed and developed the Custom objects, Page layouts, Custom tabs, Components, Visual force Pages to suit to the needs of the application.
  • Designed, setup and maintained Salesforce standard objects, custom objects while also structuring user roles, security profiles and workflow rules.
  • Implemented minor enhancements on standard objects including campaigns, leads, accounts, contacts, opportunities, cases etc.
  • Involved in Data migration and uploaded multilingual data through Data Loader.
  • Customized page layouts for opportunity, contacts, accounts depending upon user roles, and groups.
  • Created workflow rules and defined related tasks, time triggered, tasks, email alerts, field updates to implement business logic.
  • Provided ongoing support to internal users helping them getting used to the application

ServiceNow Admin/Developer

Confidential, Torrance, CA

Responsibilities:

  • Enhancement of incident, problem application which includes client and server-side validation, form designing as per the client requirement.
  • Managed client scripts, UI policies, UI actions and Data policies
  • Providing the Solutions to enhance the existing ServiceNow application.
  • Performed core configuration tasks including system policies, business rules and client scripts.
  • Configured change approval, categories, subcategories and Email Notifications.
  • Modified the Existing the Risk conditions (Matrix) as per the client requirement.
  • Wrote Catalog client scripts and UI policies to make client-side changes.
  • Creating the UI pages to use them in Catalog items, implemented using UI Scripts.
  • Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
  • Wrote Business rule to avoid empty configuration items to be inserted in to CMDB after discover tools runs a Scheduled Job.
  • Wrote script includes to invoking them in reference qualifiers or variable scripting

ServiceNow Admin/Developer

Confidential, Mountain View, CA

Responsibilities:

  • Gathered requirement from stakeholders for attributes needed to develop Service Catalog items.
  • Identifies and Recommends the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.
  • Designed Workflows, along with standard Workflow templates which can be reused.
  • Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods,
  • Testing, and training projects for multiple, diverse organizations.
  • Preparing Implementation Plan for every release in Service Now and provide Walkthrough to the entire team to execute the steps.
  • Planning and coordinating the execution of Implementation along with Technical/Business validations post every Major release in ServiceNow.
  • Implementation of Software and Change Management, ServiceNow Change Management.
  • Implementation of changes to improve automation and efficiencies in ServiceNow

ServiceNow Admin/Developer

Confidential

Responsibilities:

  • Gathering detailed Business and Technical requirements from customer for development of ServiceNow modules.
  • Transform functional requirements into detailed technical designs that represent actionable development tasks
  • Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
  • Developed and customized service now - from collecting requirements, writing implementation plans, to coding and execution of those plans.
  • Business Rule, Client Script, forms fields, views, UI Policy, Access control, Roles, Application and modules, Configure Users, Groups and Roles.
  • Implemented UI Policies/Client Scripts to manage form fields, Configured Workflows that drive the catalog forms.
  • Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
  • Creating database views to pull the reports on variables which are being used by catalog items. Creating the UI pages and using them in catalog items

CRM Business Analyst

Confidential

Responsibilities:

  • Worked on Price Plan Analysis, creating and developing Reports for Analysis and Investigation
  • Developed metrics to track performance to plans, performs analyses and projections of financial, performance, operational and statistical data and reports.
  • Provided consulting to marketing management on pricing strategy based on analytical research.
  • Performed profitability analysis Confidential customer level, product line level. Identified and recommend Key Performance Indicators (KPIs) profit making opportunities on price plans and execute related actions.
  • Analyzed and Design the CRM ERP applications to Customer Service Department Confidential Wireless Analyzed service data to determine trends and identify potential product and/or pricing change Created/Updated project plans to display current project status and forecast the estimated completion dates/costs.

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