PROFESSIONAL EXPERIENCE

Sr. Salesforce Administrator/Business Analyst

Confidential

Tools: Salesforce, DataLoader, ServiceNow, SteelBrick CPQ & Billing, InsightSales, FinancialForce, Marketo, Jira

Responsibilities:

• Created user accounts, profiles, roles, permission sets, fields, page layouts, validation rules, email alerts and templates, workflow rules, field updates, flows, processes, change sets, reports and dashboards, environments, troubleshoot and resolve issues, worked on implementations sales, service and marketing clouds
• Implemented and supported 3rd party AppExchange packages (RealZip, Bomgar, DocuSign, Email to Case, etc.)
• Loaded, updated, retrieved and analyzed data from SFDC using DataLoader and DemandTool
• Gathered requirements, designed and implemented enhancements and projects
• Supported up to 375 users from Sales, Support, Operation and Finance organizations, worked with Confidential team

Salesforce Reports Business Analyst

Confidential

Tools: Salesforce, DataLoader, Excel

Responsibilities:

• Mapped data for reports migration to SFDC, created new reports and metrics, wrote BAT/UAT cases

Salesforce Administrator/Business Analyst

Confidential, Daly City, CA

Tools: Salesforce, SQL, DataLoader, Jira, NetSuite, Boomi, BigMachines CPQ

Responsibilities:

• Led requirements gathering, documentation and technical design, managed development and UAT, successfully worked with business users, IT and vendors, provided training and post - implementation support
• Administered and configured Salesforce, created objects, layouts, reports, dashboards, validation rules, workflows, triggers, tasks, templates, loaded and updated data using DataLoader, resolved user problems
• Supported Sales, Marketing, Renewal and Customer Service departments

CRM Administrator/Business Analyst

Confidential, San Francisco, CA

Tools: Salesforce, Marketo, Eloqua, NetSuite, DemandTool, Jigsaw, Excel, Diagrams, SQL, Boomi, DataLoader

Responsibilities:

• Documented existing processes, advised on processes improvements, created presentations, provided user training
• Administered and configured Salesforce, created objects, layouts, reports, dashboards, validation rules, workflows, triggers, tasks, templates, converted Solutions to Articles, managed NetSuite, Salesforce and Eloqua integration
• Loaded 3rd party data, conducted data analysis and cleansing using DemandTool and DataLoader Supported Finance, Sales and Marketing, Customer Service departments

CRM Business Analyst / Product Manager

Confidential, San Francisco, CA

Tools: Visio, Project, Excel, Diagrams, Use Cases, Web Technologies, SQL, User Stories, Agile, SDLC

Responsibilities:

• Documented user stories, defined priorities, work estimates and agile iterations, facilitated agile team meetings
• Created use cases, wrote business, functional, API requirement documents (BRD / FRD), conducted BAT / UAT
• Prepared reports and presentations, managed multi-department teams for 360 customer view initiative
• Performed data analysis, customer data de-duping configuration and data mining

Senior Business Analyst / SFDC Admin

Confidential

Tools: Visio, Project, Access, Excel, RUP, Diagrams, Use Cases, Product Development Lifecycle, SalesForce, DataLoader, Cognos, SQL, NetSuite, Jira, User Stories, Agile, SDLC, PML, ERP / Syspro, CRM, Sales Portal

Responsibilities:

• Worked with internal and external stakeholders on requirements gathering, documented user stories, defined iterations, completed design, created BRDs, FRDs, API / Design documents, Feature Briefs, created test cases, planned and conducted UAT / BAT, tracked issues, provided post-implementation support
• Improved existing processes, established SLAs, managed applications and projects
• Configured and administered Salesforce CRM, created reports, dashboards, objects and layouts, provided training
• Led data mining, analysis, mapping, migration, loading, created reports for loans, sales and content components

Sr. Business Systems Analyst

Confidential, Mountain View, CA

Tools: Business Objects, SQL, Visio, MS Office, RUP, UML, Diagrams, Use Cases, Web Technologies, CRM, SOA, Software Development Lifecycle (SDLC), ITIL, SLA, SharePoint, Data Warehouse, SOX, Tibco

Responsibilities:

• Created road maps, gathered requirements, wrote user stories and test cases, managed development and testing, conducted UAT / BAT, provided post-implementation support and training, prepared user guides
• Defined and implemented ITIL Incident, Problem, Change and Release Management, Disaster Recovery processes
• Led Sales / Marketing data mapping and integration/migration projects, tested data, created reports

Business Analyst

Confidential, Santa Clara, CA

Tools: Business Objects, SQL, Oracle, FrontPage, Visio, Access, Excel, Word, RUP, UML, Diagrams, Use Cases, Web Technologies, DOORS, SharePoint, eCommerce, SOA, Actimize, Data Warehouse

Responsibilities:

• Gathered requirements, created specifications, successfully worked with business, IT and vendors, managed development and QA, facilitated and conducted UAT / BAT, provided user training and post-implementation support
• Worked with Compliance and Security departments to ensure mandatory government Fraud/BSA/Anti-Money Laundering regulations are satisfied and obtained sign-off
• Led data mapping and loading for Fraud/BSA/Anti-Money Laundering, managed integration with Data Warehouse

Business Systems Analyst

Confidential

Tools: Brio, Java, SQL, Oracle, PowerPoint, Project, Visio, Access, Excel, Word, OOP, RUP, UML, Diagrams, Use Cases, eCommerce, Web Technologies, TeamTrack, Business Objects, Salesforce, CRM, PRM, SDLC

Responsibilities:

• Gathered requirements, created specifications (BRD / FRD), managed development and QA, facilitated and conducted UAT / BAT, provided user training, documentation and post-implementation support
• Analyzed and prioritized requests, estimated resources needs, assisted Release Manager, conducted stage releases, created Release Notes and training materials, provided user training
• Worked with Business and Data Warehouse groups on data requirements, modelling and testing
• Supported Finance, Legal, NOC and Sales and Marketing departments