SUMMARY

• About 10 years combined experience as a Salesforce Administrator/ Business Analyst wif client facing roles including account management, solution architect, and/or customer engagement management wif project management experience delivering results and meeting or exceeding expectations.
• Proficient in configuring and troubleshooting Salesforce applications and integrate them into an existing sales system.Dedicated to excelling at relationship management, teamwork and maintaining high standards for customer satisfaction and retention wifin an organization

TECHNICAL SKILLS

• Agile/Waterfall Methodology
• Scrum, Kanban
• HP ALM Tool
• CA Clarity PPM
• AXIS COMPASS
• EMC Remedy
• Atlassian JIRA
• ServiceNow
• Salesforce IDE, API
• Salesforce Administration
• MS Office (Visio, Access, Project)
• MS Excel (Pivot, V - LOOKUP)
• MS PowerPoint
• MS SQL (SSRS, SSIS)
• SQL Server, Oracle database
• SharePoint
• IBM Rational RequisitePro
• Business Analysis
• Resource Optimization
• Process Improvement
• Stakeholder Management
• System Deployments
• Requirement Management
• Cloud Computing (AWS, Azure)
• Customer Engagement Management

PROFESSIONAL EXPERIENCE

Confidential, FREDERICK, MD

Sr. salesforce administrator/Project consultant

Responsibilities:

• Responsible for creating and managing custom fields, dashboards, queues, page layouts, validation rules and custom workflows. Managing all new user set-ups and deactivations, including ongoing support requests, executing configuration changes as needed.
• Analyze, define and interpret business needs and issues by gathering, analyzing, and validating teh Business area(s) and user(s) technical (functional/non-functional) requirements.
• Works wif functional groups; developing workflows, reports, dashboards, assignment rules and formula fields in web-based applications.
• Performs limited user administration functions in SFDC, including maintenance of user’s profiles, workflow rules, and user’s approver process.
• Responsible for configuring activities for Salesforce.com which includes Sales, Service and Communities applications, including new areas of configuration, analyzing and fixing assigned faults, peer-to-peer reviews and testing.
• Maintains teh enterprise-wide CRM implementation to ensure continued delivery of innovative, high quality solutions to meet Client’s needs. And perform daily administration of teh Salesforce CRM platform.
• Responsible for auditing and monitoring data and system rules to uncover data integrity issues and/or opportunities for improvement.
• Performs Configuration of alerts and notifications in ServiceNow.
• Responsible for Computer Telephony Integration (CTI) configuration. Using CRM Call Center to integrate Salesforce to third party CTI system. Allowing call center users to see Salesforce information for incoming calls, and make out-going calls directly from Salesforce platform.
• Understanding of all aspects of Salesforce configuration and its technical/functional capabilities.
• Manages database of records, implemented on teh SalesForce.com platform for all users.
• Design, implement, enhance and maintain all aspects of Salesforce applications (Build new apps, workflows, processes, reports - Troubleshoot and resolve issues - Handle daily maintenance tasks).
• Keep abreast of new Salesforce features and functionality and providing recommendations for process improvements.
• Participates in all phases of teh project lifecycle and work closely wif a variety of internal and external business partners to ensure dat all business requirements are understood, documented and met.
• Investigate and analyze teh feasibility of low to moderately complex enhancements, automations and processes.
• Perform data imports and exports utilizing built-in application and commercially available tools.
• Define and document processes and standard operating procedures for teh sales and marketing organization.
• Provides strong customer service engagement wif business stakeholders, in other to capture teh specific high-level business requirement for teh proposed projects. Provides superior customer services to clients by listening and attending to their needs.

Confidential, Baltimore, MD

SR. SALESFORCE ADMIN/BUSINESS/REPORTING ANALYST

Responsibilities:

• Created (design, document, build) and managed (test, deploy) custom objects, fields, formulas, validation rules, custom workflow, approval processes, and other enhancements to Salesforce.
• Responsible for keeping Salesforce Platform up to date wif all sales activities.
• Analyzed data from sales reports and Salesforce.com to determine Key Performance Index (KPIs) Created Amazon Virtual Private Cloud (VPC) resources such as subnets, network access control lists, and security groups in teh test environment during teh migration of web server from On-premise to cloud.
• Created Amazon VPC Networking and NAT Instance in teh test environment during Application Server migration.
• Backup cloud Web Servers resources, including in a hybrid environment in teh Amazon Simple Storage Services (S3).
• Selected and Created Amazon EC2 Instances, worked wif Public and Private IP Addresses and performed maintenance at needed.
• Developed graphs and charts as appropriate to represent very detailed data at an executive level.
• Created and managed custom fields, objects, layouts, list views, triggers, user permissions, profiles, and workflows.
• Managed overall system configuration in Salesforce.
• Assisted Customer Support in training and expertise requests for SFDC related case escalations.
• Responsible for teh creation of Requirements Management Plan (RMP) for complex projects.
• Participated in requirements analysis and verification sessions for complex projects. Conduct requirements Walkthrough and JAR (Joint Application Requirement) sessions.
• Produced Requirements Traceability Matrixes (RTM) and RTM gap analysis reports for complex enhancements, automations and implementations using HP ALM.
• Managed assigned enhancements, automations and implementations from concept through implementation.
• Delivered precise functional specifications to include functional hierarchy, workflow, business rules, interface design and definitions, outstanding issues, data analysis, and data mapping to clients and development staff.
• Worked wif teh PMO scheduling team to track and monitor schedule data and metrics.
• Responsible for accuracy and appropriateness of all project portfolio metrics data.
• Developed and maintained reports using MS SQL Reporting Server, MS Access, and Clarity PPM.
• Served as teh custodian and facilitated teh review and update of team and departmental documentation such as Standard Operating Procedures (SOP), Desktop Guides, Templates, Checklists and Process Workflows (PW).
• Monitored performance against metrics defined in SLA, MOU and/or MOA. Escalated and follow up on performance issues until resolution.
• Coordinated teh parallel testing, regression testing and User Acceptance Testing (UAT) activities for several systems upgrade project; providing guidance for less experienced testers.

Confidential, Frederick, MD

Sr. Business Analyst/Scrum Master

Responsibilities:

• Analyzed data from sales reports and Salesforce.com to determine Key Performance Index (KPIs).
• As a Scrum Master, me worked collaboratively wif scrum team to convey stakeholder’s needs and support of development and testing.
• Coordinated and reviewed make project assignments and coach teh Scrum team in teh delivery of their monthly Sprint.
• Responsible for daily Scrum meeting, by orchestrating and influencing team efforts and contribution to teh project objective.
• As a Scrum Master, me was responsible for interacting directly wif key stakeholders and IT development to ensure proposed processes and systems met desired needs.
• Collaborated wif health system leaders and business stakeholders to identify reporting strategies for evaluation of key performance indicators (KPI’s), quality metrics, outcomes evaluation and population management studies.
• Performed requirements elicitation via interview and observed Pharmacist and Nurses during teh Pyxis machine development.
• Collaborated wif other Bas to formulate and define system scope and objectives based on user’s needs so as to improve teh Meditech system from DOS based-application system to GUI (Graphical User Interface).
• Acted as a liaison between client and technical support groups, using advanced communication skills to elicit, document, analyzed and validated client’s requirements.
• Supported teh maintenance and enhancement of teh Galactica Systems in fulfillment of business operations.
• Identified and managed changes to requirements for teh Galactica system, and identified risks for clients.
• Communicated requirements to project stakeholders by creating requirements packages.
• Validated and clarified business and technical requirements during teh design and development phases and during QA and user acceptance testing (UAT) phases of assigned projects.

Confidential, Damascus, MD

Business Analyst

Responsibilities:

• Performed Requirements gathering using interviews, document analysis, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and workflow analysis.
• Served as a direct liaison to functional process owners and subject matter experts to gather and develop detailed business requirements for teh development, analysis, and testing of system upgrades, modifications, and new product development in mortgage loan environment.
• Provided superior customer service by being an active listener and proactively anticipated their needs.
• Performed market research by creating SWOT Analysis chart. Identified Strength, Weaknesses, Opportunity and Threats for market research evaluation and recommend resolution.
• Performed gap analysis wif stakeholders in order to identify and address gaps. And then finalize system requirement for final sign-off.
• Worked wif other BAs to formulated and defined system scope and objectives based on user’s needs so as to improve teh foreclosed payout application system from as-is to to-be system.
• Supported teh development of teh Requirements Traceability Matrix (RTM) to ensure dat all requirements are tested, tracked, and maintained throughout teh project life circle.
• Documented change requests and tracked stage by stage design implementation by teh developers.
• Worked collaboratively wif clients and stakeholders - both external and internal- to research and elicit, analyzed, validated and documented business requirements, to ensure dat those requirements clearly reflect true business needs.
• Assisted in teh development of User Stories wif teh Product Owner to capture requirements using an Agile and Scrum software development approaches.
• Collaborated wif users to obtain feedback on effectiveness of teh system.

Confidential, Atlanta, GA

REPORTING ANALYST/TESTER

Responsibilities:

• Provided superior customer service by listening to customers, anticipating their needs and recommending financial service.
• Supported aspects of teh business cycle, including proposals, feasibility studies, and implementations.
• Listened to business customers in order to understand teh high-level objectives down to teh fine details.
• Conducted interviews and participated in requirements gathering workshops.