SUMMARY

• 10 years of total IT experience with Salesforce.com CRM and Force.com platform as developer and administrator.
• Good Understanding of salesforce.com, Sales Cloud, Service Cloud, AppExchange and Salesforce Communities.
• Interface with vendor partner's and Designed, Developed, maintained and implemented systems in Salesforce to support automation for CRM, SaaS operations, IT, and customer support processes
• Experience in Change Management, Application Lifecycle Management using Sandboxes Environments.
• Hands on Experience in Data Management, Data Security, Data Modeling, Workflow Automation, Formulas & Validations, Chatter.
• Experience working with Einstein Analytics (Wave Analytics).
• Responsible for Customization of the Salesforce Sales Module for capturing the Lead Generation, Accounts, Opportunities.
• Knowledge on the Field Service Lightning mobile app how it works and aids on - site job management to a mobile workforce.
• Good knowledge on Set up field service features according to client unique business needs. This includes installing the Field Service Lightning managed package and Field Service Lightning mobile app.
• Understanding on how to create service resources and service crews that represent your field service technicians in Field Service Lightening app and add details about their skills, service territories, and availability.
• Basic knowledge on how to setup multi-level territories of technicians, create maintenance plans to view service tasks, generate service reports in turn to manage work orders, scheduling and mobile workforce.
• Sound knowledge on Visual Force Pages, Apex Triggers, Apex Classes, Batch Apex, HTML and JavaScript, SOQL, SOSL, Process Builder, Workflow, Visual Workflow and Approval Process, Reporting and Dashboards to support process automation.
• Supported projects and initiatives like Data migrations, business process implementations, and Automations. With strong administration and support expertise in Salesforce.com, including Security.
• Involved in Data Migration by using Data loader, Workbench and Command Line Data Loader.
• Experience in Administration, Configuration, Implementation and Support of Salesforce CRM.
• Hands on experience in implementing security and sharing rules and Apex Language.
• Experience in creating the Validation Rules, Approval Process, workflows for automated lead routing, lead escalation and Email Alerts.
• Good work experience in designing various WebPages in Visualforce.
• Experience in designing and developing Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.
• Monitor functional and integration test execution on Sales force CRM, Veeva CRM.
• Proficient in dealing with the functionalities related to the Service cloud and Sales Cloud.
• Implementation experience of Salesforce.com applications like the Sales, Marketing and Service and Support Modules.
• Exposure to integration between ERP and SFDC systems using DbAmp.
• Experience in using DbAmp to back up the data from the Force.com platform to an SQL Server database located on-premise.
• Extensive business knowledge on Campaign Management, Lead Management, Sales Processes, Product Management, Service processes & Case Management and customization experience on various Salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunities, Products & Price Books, Cases, Forecasting, Reports and Dashboards.
• Experience implementing Service Cloud which includes Omni-Channels, Routing Configurations, Entitlement Management, Knowledge Basics, Knowledge search Basics, Call center integration and Salesforce for Outlook.
• Expertise in Service Cloud console with exposure to CTI adapters and mobile application integrations.
• Experience working with Force.com IDE, Data Loader, Apex Explorer and Salesforce.com Sandbox environments.
• Experience in using the Force.com Explorer to browse data model schema, custom objects, fields, build and test SOQL queries.
• Experience in using Force.com Web services API for implementing web services in the application for access to data from different users.
• Proficient in working with Eclipse IDE and Force.com Plug-in for writing business logic in Apex programming language.
• Experience working with Standard Sales Analytics application and Service Analytics Application in Einstein Analytics (Wave Analytics).
• Experience developing Wave Apps, Datasets, Lenses and Dashboards in Einstein Analytics.
• Experience in using different data tools like Apex Data Loader, DBAmp, Import Wizard, SFDC Data Export, Mass Delete.
• Good knowledge in Unit Testing, Test Coverage and Code Review.
• Experience in Deployment, deployment from one environment to different environment.
• Good Understanding of IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.
• Usage of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now .
• Experience in working with Debug Apex Scripts using Debug Logs and System Log Console to catch Exceptions and execute Governor Limits.
• Proficient in Bug Severity analysis, Bug tracking system and Bug Reporting, can prioritize issues based on important, urgent and hot fixes and Proficient in Tracking and Reporting defects using Industry and Internal tracking tools like Quality Center, Jira and BugZilla.
• Quick Learner and Self Starter, strong organizational and multi-tasking skills.
• Excellent analytical, de-bugging skills and documentation skills.
• Team player with good interpersonal skills, strong understanding of fundamental business processes, excellent Communication and Problem-solving skills

TECHNICAL SKILLS

Salesforce.com Technologies: Apex Language, Apex Classes, Apex Triggers, SOQL, SOSL, Visual Force (Pages, Components & Controllers), Apex Data Loader, Custom Objects, Case Management Automation, Workflow & Approvals, Dashboards, Reports, Salesforce lightening components, AppExchange Products, Einstein Analytics, field service lightening.

Databases: Microsoft SQL Server, MS Access

Web Technologies: HTML, DHTML, CSS, XML, AJAX, JavaScript.

Programming Languages: SQL, PL/SQL, Java Script, C, C++

Project Management: Microsoft Office (Word, Excel, PowerPoint), Microsoft Project, Agile & Waterfall methodologies

Browsers: Internet Explorer, Firefox, Chrome, Opera & Safari

Operating Systems: Windows XP, 7, 8 & server 2003, UNIX, Linux and Mac OS

Force.com Tools: Eclipse, Workbench, Data Loader, Force.com Explorer, Dataloader.io, DBAmp, Force.com Explore, Jitter Bit, Anaplan, Link Point 360, Backupify, Enabler4Excel, GIT, SOAP UI

PROFESSIONAL EXPERIENCE

Confidential, Quincy, MA

Salesforce Developer

Responsibilities:

• As a SFDC developer interacted with various business areas to gather requirements and developed data model to suit complex business needs.
• Developed APEX triggers, classes, Test methods & Visual Force pages to implement the custom functionality.
• Customized standard sales force objects like products, price books, case management and solutions.
• Created Custom Objects and defined lookup and master-detail relationships on the objects. Also created junction objects to establish connectivity among objects.
• Administered Salesforce.com SFA setup, which involved modifying roles and profiles, creating/ modifying dashboards/reports and managing users.
• Setting up Service Cloud Console, Cases (Web to case, Email to case), Solutions, Case Assignment and CTI Integration.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record - Level and Field-Level security and configured their sharing settings.
• Developed presentation layer using HTML, CSS, JSP and JavaScript.
• Designed very complex Visualforce pages using JavaScript, CSS, HTML, jQuery and Controllers
• Development of SOAP and REST based web services used for custom development
• Integrated the external system like CSP , Workbench and making callout to them using SOAP .
• Created and managed Live Agent, Omni-channels and Routing configurations for routing queued service requests to the agents.
• Created Lead/Case Queues, Lead/Case Assignment Rules, Case Escalation Rules, Web-to-Lead & Email-to-Case.
• Upgraded some Apps from Salesforce Classic to Lightning Experience to develop rich user interface and better interaction of pages.
• Created Visualforce Pages for Lightning Experience, Alternates for Java Script Codes, Sharing Visualforce pages between Classic and Lightning.
• Developed Cascading Style Sheets CSS for creating effects in Visual force pages.
• Worked on Sales Cloud, Service Cloud , Service Max web service , Force.com Community Portal, Chatter Knowledge One and App-exchange on Salesforce.
• Maintained users with Service Cloud to communicate with customers and partners.
• Experienced in reporting the data or results in different ways in user friendly way using salesforce wave analytics.
• Implemented Wave analytics and designed Wave dashboards, lenses and datasets.
• Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader/ DBAmp and Import Wizard.
• Evaluated Salesforce.com support module for call-center and help desk application.
• Created many Lightning Components and server-side controllers to meet the business requirements.
• Involved in migrating the standard and custom objects in standard experience to lightning experience.
• Used Change Sets to deploy components between sandboxes.
• Configured Data Loader and uploaded data in CSV files into Salesforce, checking for the correctness of the data.
• Worked on MS SQL Server for CRUD operations on database
• Performed code review of the application to make sure the source code confirms to industrial coding standards and followed good programming practices.
• Used the Sandbox for Development and Testing and Migrated the code to the deployment instance after testing.
• Tested Users on Veeva Irep.
• Worked with call configuration and customization in Veeva online and Irep application. Allowing users to capture every aspect of their interactions with HCPs.
• Created Surveys for the Business users, added Survey questions and publish the Survey to end users online and Veeva Irep.

Environment: Salesforce.com, Apex, Visual force, triggers, Custom Objects, Custom Tabs, Email Services, Sandbox Data loading, Veeva CRM, Sandbox data loading, workflow, validation rules, SOSL, SOQL, AppExchange, data loader, report, dashboard, Force.com IDE

Confidential, Jacksonville, FL

Salesforce Developer

Responsibilities:

• Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of Salesforce.com (SFDC) and using other Platform based technologies like Visualforce, Force.com, and Web Services.
• Designed, developed and deployed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.
• Worked with SOQL, SOSL queries with governor limitations to manipulate the data from Salesforce.com platform databases.
• Written Apex batch and Scheduled classes to process large volume of data on a periodic basis.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards) and report Folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the organization's need.
• Used SOAP API for integrating Salesforce.com with external system to perform data migration. Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Created modern Enterprise Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.
• Upgraded some Apps from Salesforce Classic to Lightning Experience to develop rich user interface and better interaction of pages.
• Enabled Single Sign-On to let users access authorized resources with one login.
• Worked on troubleshooting service cloud, supporting cases, developed workflows and triggers for automated case resolutions
• Developed Email templates in Text, HTML and Visualforce for setting up email alerts for auto response and data updates.
• Embedded JavaScript and jQuery in the visual force pages.
• Implemented custom Cascading Style Sheets CSS for visual force pages.
• Written Apex Test classes to Unit test Apex classes before Production deployment.
• Created and maintained the documentation for Design, Migration and Integration.
• Deployed applications from sandbox to sandbox/production using ant migration tool, Eclipse and Change Set.
• Created and developed Wave Apps, Datasets, Lenses and Dashboards in Einstein Analytics.
• Worked with Salesforce Sales Analytics and Service Analytics standard applications in Einstein Analytics.
• Worked on CRM platform environment of SFDC Sales Cloud and Service Cloud modules
• Worked on customization of Sales Cloud schema by customizing standard objects like Leads, Accounts, Contact, Opportunity and Products
• Created and managed Live Agent, Omni-channels and Routing configurations for routing queued service requests to the agents.
• Used Salesforce for Outlook, Entitlement Management and Created Milestones for supporting the process to resolve the cases.
• Used Case Automation Tools (Queues, Assignment rules, Auto-response rules, Escalation rules, Macros) which allows users to track and resolve customer issues quickly.
• Created Lead/Case Queues, Lead/Case Assignment Rules, Case Escalation Rules, Web-to-Lead & Email-to-Case.
• Created roles, profiles, access settings, workflow rules, validations, page layouts, creation and modification of fields.
• Experience in installing, evaluating AppExchange application on salesforce.com platform
• Debug Apex scripts using Debug Logs and System Log Console to catch Exceptions and execute Governor Limits.
• Extensively used Salesforce Lightning Design Systems (SLDS) components in the Lightning Application.
• Created modern Enterprise Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.
• Worked on Salesforce1 Platform to build Mobile App by enabling Lightning Components for use in Salesforce1 mobile platform to make Lightning Application mobile.
• Created Lighting components and server-side controllers, added CSS and design parameters for them, which improves performance .
• Created a lookup utility using Lightning, Apex classes and SOSL to lookup Users and add them as a Case Team to the case record.

Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Components, Controllers & Extensions), Apex Triggers, Eclipse, Soap API, Data Loader, Apttus CPQ/CLM, Service Cloud, Sales Cloud, Developer Console, Force.com

Confidential

Salesforce Consultant / Developer

Responsibilities:

• Involved in various stages of Software Development Life Cycle (SDLC) including analysis, requirement engineering, architecture design, development, enhancements, testing.
• Designed, developed and deployed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.
• Developed various Visualforce Pages, Apex Triggers to include extra functionality and wrote Apex Classes and Controller to provide functionality to the visual pages.
• Created Custom Objects and fields for transactional and contractual information.
• Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Created workflow rules and defined related tasks, email alerts, and field updates.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Created page layouts, search layouts to organize fields, custom links, related lists and other components on a record detail and edit pages.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the need in the organization.
• Created Lead/Case Queues, Lead/Case Assignment Rules, Case Escalation Rules, Web-to-Lead & Email-to-Case.
• Used SOQL & SOSL for data manipulation needs of the application using platform database objects.
• Used field level security along with page layouts to manage access to certain fields.
• Used Force.com developer toolkit including Apex Classes, Apex Triggers and Visualforce pages to develop custom business logic.
• Created custom Dashboards for manager's home page and gave accessibility to dashboards for authorized people.
• Used Data loader to load the records on to the force.com platform.
• Implemented Salesforce Development Cycle covering Sales Cloud, Service Cloud, Call Center, Chatter & App-exchange applications.
• Designed Implemented and deployed the Service Cloud with various custom-built Page Layouts Custom Tabs Custom Apps to suit to the needs of the application also created various Profiles to enable the Service Cloud specific to them.
• Involved in client-based meetings to fulfill the end requirement using BMC Remedy Force increasing the sales process.
• Extensively worked on integrating REST API using callouts framework in SFDC
• Made new feature enhancements on Service cloud console view and developed some Visual force components.
• Created UI Pages using lightning app builder.
• Created reusable UI components with lightning component framework.
• Involved in building reusable UI components with lightning component framework.
• Involved with Salesforce.com Premier Support and handled the support cases with the help Salesforce.com support.

Environment: Salesforce.com, Apex, Visual Force, Sandbox Testing, Eclipse IDE Plug-In, Data Loader, Dataloader.io, Dream Factory (Snapshot), Bristlecone ODI Adapter, Force.com Explorer, Link Point360, Jitter bit, Backupify, Enabler4Excel.

Confidential

Salesforce Admin/consultant

Responsibilities:

• Involved in Salesforce .com application Setup activities and customized the applications to match the functional needs of the organization.
• Interacted with team members to gather and documented requirements.
• Created various custom objects and defined lookup, Picklist, master-detail relationships and roll up summary between those objects. Also created junction objects to establish connectivity among objects.
• Created workflow rules and defined related tasks, time-triggered tasks, Email alerts and field updates to implement business logic .
• Configured Salesforce including but not limited to Validation rules, Workflows, Custom labels, Custom Settings, Profiles and Permissions.
• Worked on Salesforce .com Setup & Configurations, data migration and conducting end-user trainings .
• Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Leads, opportunities, Campaigns and Reports.
• Designed and implemented dashboards and tailored reports for sales departments.
• Involved in various Salesforce.com application setup activities and customized the apps to match the functional needs of the organization.
• Used Force.com Eclipse IDE for developing Apex Pages, Controller Classes and Triggers for deploying the projects components into different Sandbox Environments.
• Created Various Validation Rules Workflows specific to limited user groups by filtering out through their Profiles while working on Service Cloud.
• Created page layouts , search layouts to organize fields, custom links, related lists and other components on a record detail and edit pages.
• Developed and configured various custom reports and report folders for different user profiles.
• Implemented "Email to Case", "Web to Lead" for Lead and Case automation.
• Deployed code into different sandboxes using Sub Version (SVN) .
• Wrote SOQL, SOSL queries for calling the data from databases and displayed them.
• Updated and Modified Company and Sales Users Dashboard according to the requirements to analyze the growth of Sales .
• Developed comparison dashboards for Sales users to Compare Previous Fiscal year and Current Fiscal year sales graph.
• Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard Objects of Salesforce .com and other Platform based technologies like Visual Force, Force.com API and web services .

Environment: Salesforce.com, CRM, Apex, Visualforce, triggers, workflow, validation rules, AppExchange, report, dashboard, Force.com IDE, Visualforce (pages, components, and controllers), Email services, Custom objects, process builders, Data loader, SOSL, SOQLs, Force.com API.

Confidential

Salesforce Administrator

Responsibilities:

• Involved in analyzing the requirement and writing the detail Designs for use cases.
• Responsible for Salesforce customizing i.e., creating custom objects, Page Layouts, Record Types, Validation Rules, Workflows and Approval Process.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Worked extensively on SFDC objects Leads, Accounts, Contacts, Opportunity and various other custom objects.
• Worked with the user group for requirement gathering throughout the planning and implementation.
• Involved in various activities of the project like information gathering, analyzing the information, documenting the functional and non- functional requirements.
• Managed relationships between Salesforce managed package partners.
• Implemented changes in the Salesforce organization and maintained the updating them.
• Provided ongoing Salesforce.com maintenance and administration services including periodic data cleansing, custom objects, work-flow.
• Interacted with the Salesforce .com premium tech support team on a regular basis.
• Designed company data layout and customized workflows.
• Worked on Lead customization by enabling Lead Process, Web-to-lead, Assignment rules and custom Lead conversion using Apex and Visualforce pages.
• Worked on Apex Triggers and Apex Classes for custom logic.
• Integrated with Little Pay Page payment gateway and other custom third-party systems.
• Created an interactive UI to improve customer experience while recording the damage incurred to the property using Visualforce pages.
• Responsible for migrating data from SQL Server to salesforce.com using Jitter bit.
• Created Jitter Bit Jobs to Sync data between Salesforce and SQL Server.
• Created and maintained the email templates to be used in the Workflows, Auto Assignment Rules and Auto Response Rules related to Lead Management module in Sales Cloud .
• Performed mass insert, update, upsert, delete using Data Loader tool.
• Migrated the whole application from one instance to the other and production .
• Documented data mapping, reports and dataflow diagrams.

Environment: Salesforce.com customizations like Workflow Rules, Record Types, Validation, Formulae, Custom objects, Page Layouts, Apex Trigger, Apex Classes, Visual Force, Reports, Sites.com, Apex Callouts, Web Services (REST & SOAP), JQuery, Jitter bit, SQL Server 2008.