SUMMARY

• Have 6 years of diversified IT experience and 3.5 years of experience in Salesforce platform
• Salesforce.com CRM experience spanning across administration, configuration, development and support roles
• Hands on Experience in implementing solutions in Sales and Service cloud
• Worked closely with business analysts, external implementation partners and vendors to create unique business solutions leveraging the power of Force.com and the Salesforce platform
• Proficient in Case Management using assignment rules, escalation rules, workflow and actions
• Experience in realizing the business requirements to design on salesforce.com platform by designing the required entities like custom objects, custom fields, custom page layouts, custom reports, custom tabs, work flow alerts, validation rules, approval processes, report folders, designing Visual Force pages, workflows, Visual Workflows, Process Builder, relationships, look - ups, dependent pick lists, role based page layouts, record types, formula fields and email generation according to application requirements
• Extensive experience in SFDC administrative tasks like creating Profiles, Roles, Users, Page Layouts and Tasks
• Proficiency in data migration and integration using data loader and hands on experience in using ETL tools for handling large data volumes
• Customized standard objects Accounts, Contacts, opportunities, Cases, Leads, Campaigns, Reports and Dashboards to meet business requirements
• Experience in writing Apex Classes, Apex Triggers, developing Visual Force pages using standard and custom controllers
• Hands on experience in writing batch classes, Schedule Apex, http callouts, dynamic apex, single e-mail methods, mass e-mail methods, test classes, wrapper classes
• Have good working knowledge in querying salesforce.com database using SOQL &SOSL queries and good understanding of Salesforce Governor Limits
• Knowledge on Apex collection frame works, Chatter and App Exchange applications
• Experience in working on Force.com IDE, Force.com Workbench and change sets
• Experienced in Sandbox Management (Like Refreshing Sandbox, Creating New Sandbox)
• Experience in creating various Reports (summary reports, matrix reports, Tabular reports, join reports) and Report Folders
• Understanding of Lightning components and development in lightening framework
• Used some lightning components in the visual force pages in the application
• Experience in integration of Salesforce.com with external applications by using Web Services API, SOAP and REST
• Managed ongoing administrative needs of users including data cleaning using data.com and trained new SFDC users
• Knowledge of using AppExchange tools like Cloudingo for data deduplication, Data.com configuration, Walk ME and Account hierarchy packages
• Knowledge of incident management tools like Remedy and Service Now
• Knowledge of CRM processes like sales, marketing, customer service and customer support, business processes and recommended solutions to improve their processes using salesforce.com
• Deep understanding of complete software development life cycle (SDLC) including requirement gathering and analysis, design, implementation, testing, deployment and maintenance
• Highly passionate for automating processes using Salesforce
• Excellent communication and inter-personnel skills
• Highly flexible and accustomed to work in both large and small group settings

TECHNICAL SKILLS

Salesforce: Salesforce CRM, Apex Custom Controllers, Apex Classes, Apex Triggers, Visualforce Pages/Components, Apex Web Services, SOQL, SOSL, Workflow & Approvals, Reports, Dashboards and Custom Objects, Data loader, Production deployments.

Salesforce Tools: Eclipse, Force.com IDE Plug-in, Change Sets, Import Wizard, Force.com Platform (Sandbox and Production), Cloudingo, Data.com, WalkME, Ajax toolkit

Integrating Tool: Apex Data Loader, Import Wizard, SFDC Data Export, Data.com.

Programming: Apex, Java

Web Technologies: HTML, Java Script, SOAP API, REST API.

Database: SQL Server, Oracle, MS- Access.

Methodologies: Waterfall model, Agile.

Operating Systems: Windows

Other Tools: Microsoft Office, Appium, QTP, HP Quality Center, JIRA, Remedy, Service Now and Postman

PROFESSIONAL EXPERIENCE

Salesforce Developer/Admin

Confidential - Bethesda, MD

Responsibilities:

• Worked with the Business Stake holders and senior IT managers from the support leadership providing L2 and L3 support and maintenance service for Service cloud implementation
• Worked on enhancement releases and bug fixes during monthly release cycle
• Migrated data from external sources and performed insert, delete, update, export operations on huge data sets
• Implemented Service cloud and incorporated the enhanced features as required to streamline business process
• Worked with Business leads and IT partners to plan releases and managed offshore development team
• Developed automation on email alerts to monitor error logs in production applicationand to clean spam cases
• Worked on setting up Social studio app that helps manage Facebook and Twitter feeds for social customer care
• Implemented Email to case, Web to Case and Live Agent chat channels for customer care
• Worked with exchange and IT business teams to help cut over 250 plus mailboxes to Salesforce
• Used Remedy and Service Now tools for incident and problem management
• Executed deduplication project and used Cloudingo tool and Data.com to clean up contact object and setup rules to avoid future duplicates
• Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Error log, Reports and Dashboards
• Customized page layouts, search layouts to organize fields, custom links, related lists, and other components on record pages
• Developed Workflow Rules, Time-Dependent Workflow Actions, Email Alerts and Field Updates
• Created and maintained User Roles, Security, and Profiles that was required for the Salesforce Knowledge implementation
• Knowledge of various AppExchange products like Cloudingo, Data.com, Account Hierarchy, Field Trips and WalkMe
• Involved in data mapping and migration of data from Lotus notes to Salesforce.com
• Participated in Salesforce release management - release note reviews, analyzed release (Spring ’17, Winter ‘18) impacts to existing org
• Used Service Now and BMC Remedy for incident, change and problem management

Environment: Salesforce.com, Apex Classes, Triggers, Controllers, Visualforce, Force.com, SOSL, SOQL, Service Cloud, Page layout, custom links, Roles, Workbench, Data Loader, Data Migration, Dashboard, Cloudingo, Data.com, Postman, WalkME

Salesforce Administrator/Developer

Confidential - Philadelphia, PA

Responsibilities:

• Worked with the Business Stake holders in designing the requirements and developing design documents
• Developed Visualforce Pages to customize the view and functionality of the Knowledge Articles that were required by the Organization
• Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports and Dashboards
• Customized page layouts, search layouts to organize fields, custom links, related lists, and other components on record pages
• Developed Workflow Rules, Time-Dependent Workflow Actions, Email Alerts and Field Updates
• Coordinated user acceptance test with business and conducted sprint demos
• Used JIRA and HP QC for issue and change request tracking
• Worked on various AppExchange products like Conga Composer App, DocuSign to generate and Send Quotes and Agreements to End User
• Supported environment management requests and sandbox management
• Participated in Salesforce release management - release note reviews, analyzed release impacts to existing org
• Implemented and Consumed Knowledge Base Dashboards&Reports for providing Reports and Dashboards that monitors the Knowledge Base
• Involved in data mapping and migration of data from Oracle database to Salesforce.com Objects and fields
• Implemented Sales cloud and incorporated the enhanced features as required to streamline the business process.

Environment: Salesforce.com, Apex Classes, Triggers, Controllers, Visualforce, Force.com, SOSL, SOQL, Sales Cloud, Page layout, custom links, Roles, Data Loader, Data Migration, Dashboard, Oracle.

Salesforce Developer

Confidential, NJ

Responsibilities:

• Worked on Service Cloud with functionalities like Case Management, Email to Case, Case Assignment, and Knowledge Base.
• Created Page Layouts, Search Layouts to organize fields, Custom Links, Related Lists, and other components on a record detail and edit pages
• Support for call center Application (Service Cloud) along with other apps hosted in the Pharma Org
• Resolve day to day issue faced by users using Remedy tool
• Drive major aspects for support/releases including timeline, resource management and prioritization
• Develop and execute campaigns for HCP which is used by Call center Agents for outbound calls
• New Campaigns are developed as need basis
• Used SOQL & SOSL for data manipulation needs of the application using platform database objects
• Hands on experience in Administration setup like manage Users, Profiles, Security Controls and Data Management
• Created Profiles and implemented Object-level, Field-level and Record-level security
• Created many permission sets to provide users with necessary access across application
• Provided support ongoing salesforce.com maintenance and administration services including Custom
• Objects, Workflows and Triggers
• Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com objects
• Hands on using workbench to perform various data related operational activities

Environment: Salesforce.com (Force.com Platform), Service Cloud, Apex and Visualforce, Triggers, SOQL, SOSL, Data Loader, PL/SQL, WorkBench

Automation Tester

Confidential

Responsibilities:

• Agent Code, Classification Code, Zip Code and Policy Term were implemented in the QA/QTP Framework with the help of variety of checkpoints like text, table, object
• Recorded the Test cases using Quick Test Pro(QTP) for web based application and performed regression testing of the application for every release
• User Acceptance Testing and extensively used Manual as well as Automated QTP for Regression Testing
• Performed Automation Testing of the application to test the system for both functional and business requirements for positive and negative scenarios using Quality Center
• Analyzed various graphs generated by Load Runner Analyzer including database Monitors, Network Monitors graphs, User graphs, Error Graphs, Transactions graphs and Web Server Resource Graphs
• Documented the errors using Quality Center and tracked them to completion by communicating and coordinating with the development as well as the support group
• Used Quality Center as bug tracking and reporting tool and followed up with development
• Involved in logical and physical data modeling during the database design phase.
• Analyzed test results traced and troubleshoot performance bottlenecks - User Load Runner to execute bulk tests
• Executed SQL Queries for data transaction and database integrity
• Participated in weekly status meetings, conducted walkthroughs, documented proceedings

Environment: QTP8.0, Quality Center 8.0, Load Runner 8.0, SQL, oracle 10g, HTML, JAVA, J2EE, UNIX, Windows XP

QA Analyst

Confidential

Responsibilities:

• Developed unit test cases, test plans and test summary result documents
• Worked with design leads and participated in design review sessions to create test plans
• Performed database validations, interface tests and executed regression suite
• Participated in defect management meetings with application leads
• Used HP Quality center for defect management
• Used QTP tool for script automation
• Performed OBIEE report validations
• Received ‘Cookie’ award for identifying the highest number of defect in the month

Environment: Siebel CRM 7.8, Quality Center, QTP, Altova XML editor, SQL