SUMMARY

• IT Professional with 7+ years of experience asSalesforce.comBusiness Analyst in Business Requirements Analysis Requirement Gathering and Gap Analysis,5+ years of experience with Web Technologies
• Strong knowledge in Business process flows. Strong communications skills with attention to detail while building report at all levels of business with proven ability to converse, liaise, negotiate, facilitate and relate with a wide range of personalities
• Strong communications skills with attention to detail while building report at all levels of business with proven ability to converse, liaise, negotiate, facilitate and relate with a wide range of personalities
• Efficient in writing Business Requirement Document (BRD), Functional Specification Document (FSD), Use Cases, User Interface Specifications (UIS), System Requirement Specification (SRS) and Report Specifications Documents.
• Skilled in User interface design storyboard, translating business requirements and user expectations into detailed specifications and building business process flow charts using MS Visio and Enterprise Architect to communicate project functionality to the development team employing designing techniques like OOAD and Unified Modeling Language (UML).
• Strong Knowledge in Salesforce Administration and Customization, Data Validation, Sales, Marketing, Customer Service and Support Development team.
• Hands on working experience in Role Hierarchy, Custom Profiles and public Groups creation and user management.
• Experience in Salesforce.com setup, configuration, customization, administration, data migration, and integration tools
• Experienced in all phases of Software Development Life Cycle (SDLC), Agile Methodologies.
• Involved in various Phases like Requirements, Analysis/Design, Development and Testing
• Hands on Experience in creating Custom Objects, Custom Fields, Master - Detail relationships, Lookup relationships, Page layouts, Custom Tabs, Reports and various other components as per the client and application requirements
• Adept in various stages of SDLC (Software Development Life Cycle) including analysis, architecture design, developments, enhancements, testing. Deployments, web and portal based object oriented enterprise applications
• Expertise in maintaining the functional areas of Data Management, Contacts, Products, Price books, Leads, Campaigns, Opportunities, quotes, Activities, Dashboards and Reports.
• Expertise in Sales cloud, Service cloud and marketing cloud application implementations.
• Experience working across various SDFC implementations like Cloud Craze, ChatterandApp-Exchange applications, Business processes.
• Accomplished case management automation (on Case Object) to track and solve customer's issues. Implemented Web-to-Case, Email-to-Caseentry and Manual case entry for entering customer's casesin Cases Tab
• Experience in building Custom Objects, Reports, Analytic Snapshots, Dashboards, Tabs, and Components
• Enhanced service cloud support with Email to Case, Call center, Web to Case to add portal cases to case queue. Managed case escalations to call center representatives.
• Implemented various advanced fields like Pick lists, Custom Formula Fields, Many to Many Relationships, Lookups, Master-Details, Field Dependencies, Validation Rules, Work Flows, and Approval Processes for automated alerts, field updates & email generation according to organization requirements
• Experience with implementing Sharing rules, Permission sets, Field level securities, Profiles, roles and Resource monitoring
• Expertise in Data Modeling, Data Extraction, Transformation, Data Loading and Scheduling using ETL tools like Apex Data Loader, Informatica ETL Tool.
• Expert in implementing Security and sharing rules at object, field, record level for various users at various levels of organization. Also created various Profiles, Roles, Users and configured the permissions based on the organizational hierarchy.

PROFESSIONAL EXPERIENCE

Confidential, GA

Salesforce Administrator

Responsibilities:

• Interacted with various business team members to gather the requirements and documented the requirements.
• Analyzed the Scope of the Requirements, and managed requirements to avoid Scope Creep.
• Conducted GAP Analysis and enhanced business process by integration
• Participated in Requirement Gathering Sessions & JAD Sessions.
• Developed and maintained extraction, transformation, and load (ETL) routines for importing data from heterogeneous data sources into the SQL database.
• Used field level security along with page layouts to manage access to certain fields.
• Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic.
• Created workflow rules and defined related tasks, email alerts, and field updates.
• Downloaded and installed AppExchange packages like Google Ad words for campaigns
• Strong Knowledge inAppExchangeApplications for integrating with third party applications.
• Developed a web-to-lead functionality to vertrue.com site which directs leads to Salesforce CRM.
• Created various Reports 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 needs of the organization.
• Familiar with Syntellect Phone link CTI salesforce application which is used to provide agents with click-to-dial and screen pop capabilities.
• Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people.
• Created new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Configured role hierarchy profiles, public groups, user’s setup
• Experience with implementing Sharing rules, Permission sets, Field level securities, Profiles, roles and Resource monitoring
• Confidential clients create cases on portal and its redirected into salesforce.
• Configured case assignment rule to assign cases to queues or individual users.
• Proficient inData Migrationfrom Traditional Applications to Salesforce andCloud CrazeusingData Loader, Utility and Informatica on Demand.
• Created various public group with the help of role hierarchy and also feed tracking so the user can get updates and notification on user’s.
• Used feed tracking in chatter to provide notifications on an object.
• Configured Chatter for the Users in the Organization for collaboration.
• Configured Global Publisher Layout on chatter publisher for global pages such as home, chatter home and user profile and helping in assign different user profiles.
• Expertise in Salesforce Sales cloud and Marketing cloudas system administrator and guiding clients on CRM solution for sales, marketing and services teams.
• Configured services cloud objects such as case’s, knowledge, assignment rule and assign it to appropriate business user and queued.
• Configured service cloud features such as CTI (computer telephonic integration) with the help of third party WSDL file.
• Configured set up service cloud in a flash with launch pad template such as time saving console configuration and reports.
• Performed sales cloud configuration and features such as leas assignment rule web to lead, contract, opportunities, campaigns. worked with third party vendor lean data to start a lead attribution and lead routing process / batches on sales cloud.
• Implemented the Job Close Functionality through various validations, callouts and data exchange process through local services.
• Involved with salesforce.com premier support and handled the support cases with the help of Salesforce.com support.
• Created various profiles and configured the permissions based on the organizational hierarchy requirement
• Developed an email service that automatically creates contact records based on contact information in messages. Created Self-service customer portals, communities for customer support.
• Configured salesforce communities and supported both internal and external user’s and developed some features such as landing pages, headers with help of community builder.
• Customized the Dashboards to track usage for productivity and performance of business centers and their sales teams.
• Created custom objects, fields and edited page layouts for grouping and editing field properties.
• Created dependent Pick lists, Lookup Fields, Formula Fields and adding fields to Search layouts.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Designed and developed Validation Rules to maintain data quantity and data consistency.
• Developed Workflows and workflow actions to send emails, update fields and assign tasks.
• Created Approval processes and created Approval steps to email alerts and field updates.
• Designed Validation Rules to maintain data quantity and data consistency.

Confidential, MI

Salesforce Business Analyst

Responsibilities:

• Participated in the identification, understanding, and documentation of business requirements, keeping in mind the need for the application based on the project scope and SDLC methodology.
• Supported the project manager by creating detailed project plans, assisting in developing, scheduling and tracking project timeliness.
• Involved in assisting the Change Control and Quality Assurance team for weekly change requests.
• Facilitated and walked through requirement gathering and requirement planning sessions with the business team to collect the business, security and service level requirements.
• Worked closely with developers in case of concerns/questions regarding the requirements.
• Created various profiles and configured the permissions based on the organizational hierarchy requirement
• Managed salesforce communities internal and external users. Communities licenses also helpe developer for migration to Communities.
• Worked on customer portals and communities’ administration. Created Custom Dashboards for community.
• Customized the Dashboards to track usage for productivity and performance of business centers and their sales teams
• Created custom objects, fields and edited page layouts for grouping and editing field properties
• Created dependent Pick lists, Lookup Fields, Formula Fields and adding fields to Search layouts
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects
• Designed Validation Rules to maintain data quantity and data consistency.
• Created Workflows and workflow actions to send emails, update fields and assign tasks.
• Created Approval processes and created Approval steps to email alerts and field updates.
• Experience in customization of salesforce products like Sales cloud, Service cloud, Partner portal and Customer portal.
• Performed Sales cloud configurations and used its features such as Lead Management, Lead Conversion,
• Sales Forecasting and Campaigns.
• Development of SFDCB-2-B solutionsusingService Cloud Infrastructure.
• Performed Sales cloud configurations and used its features such as Lead Management, Lead Conversion, Sales Forecasting and Campaigns.
• Performed apex customizations in Sales cloud and features such as Lead Assignment rules, web to lead, campaigns, contracts, Opportunities and Products management. Also provided start to end setup for the entire Sales process.
• Managed Service Cloud Console, Partner portal, Call Center, CTI integration, Knowledge Base and Cases.
• Wrote Apex Classes and Controllers to provide functionality to the Visualforce pages.
• Enhanced service cloud support with Email to Case, Call center, Web to Case to enter generated cases to Case Object. Managed case escalations to call center representatives.
• Expert in implementing Security and sharing rules at object, field, record level for various users at various levels of organization. Also created various Profiles, Roles, Users and configured the permissions based on the organizational hierarchy
• Configured email alerts through Hierarchical levels based on the role of the customer
• Involved in data migration from Excel to Salesforce using Apex Data Loader
• Worked on Review and integrate the technical architecture requirements. Provide input into final decisions regarding hardware, network products, system software and security
• Created workflow & approval processes, validation rules, Auto-Response Rules, Approval process, email alerts and templates, and field updates
• Used Force.com web service API for implementing WSDL in the application for access to data from external systems and web sites
• Worked on various AppExchange products according to the needs of the organization
• Created complex work flow rules and Approvals, Email Templates to run the Territory Assignment rules
• Used feed tracking in Chatter to provide notifications on an object
• Composition Chatter for the Users in the Organization for alliance
• Worked with SOQL, SOSL queries with Governor Limitations to store and download the data from Salesforce.com platform