SUMMARY

• 8+ years’ experience in Information Technology in which 6+ years of Experience working as Salesforce Business Analysis, Administration, and Declarative Development - Sales, Marketing & Service Cloud.
• Skilled at facilitating Joint Requirement Planning (JRP) sessions with Business User Groups, conducting Joint Application Development (JAD) sessions with IT Groups.
• Experienced in leading CRM package -BRMS, Clarify and Salesforce.
• Worked as a Business Analyst assignment which required end to end implementation of Salesforce.com CRM package and Orchestra - Content Management tool.
• Worked closely with client business affiliates to understand business requirement.
• Experience in salesforce.com Setup, Configuration, Customization, Administration and Integration tools like Apex Data Loader.
• Created Manage package and deployed in new salesforce organizations.
• Experience in Oracle to Salesforce integration and worked in customization of Visualforce pages.
• Excelled in working with various Salesforce.com standard objects like Accounts, Contacts, Opportunities, Cases, Leads, Reports and Dashboards.
• Excellent in performing GAP Analysis to check the compatibility of the existing system infrastructure with new business requirements.
• Experience in developing Context diagrams, Use Case Diagrams, Behavior Diagrams (Sequence Diagrams and Activity Diagrams) based on the UML Methodology.
• Extensive experience in Requirements Gathering, Business Requirement Documents (BRD), Functional Requirement Specifications/Documents (FRS/FRD) and RTM.
• Used JIRA and ALM for agile project management, creating Product Backlog, Sprint Backlog & Bug tracking.
• Expert in understanding Complex Business Process and collecting Business Requirements from Various Stakeholders and Business Users.
• Liaison between Sales & Marketing teams and Development(IT) team in delivering the projects.
• Plan & Execute End user training on new features and creating user documentation.
• Experience working as Salesforce Administration/developer:
• Sales Cloud - Accounts, Contacts, Opportunities, Price Book, Product & Quote Management.
• Service Cloud - Case Management, Queues, Email to Case, Web to Case, Escalation Rules. solution Management
• Marketing Cloud - Implemented Salesforce Marketing Cloud integration, developed programmatic content in line with company business goals and customer experience objectives.
• Experienced in leading CRM package -BRMS, Clarify and Salesforce.
• Worked as a Business Analyst assignment which required end to end implementation of Salesforce.com CRM package and Orchestra - Content Management tool.
• Worked closely with client business affiliates to understand business requirement.
• Experience in salesforce.com Setup, Configuration, Customization, Administration and Integration tools like Apex Data Loader.
• Created Manage package and deployed in new salesforce organizations.
• Experience in Oracle to Salesforce integration.
• Worked in customization of Visualforce pages.
• Excelled in working with various Salesforce.com standard objects like Accounts, Contacts, Opportunities, Cases, Leads, Reports and Dashboards.
• Worked with Data loader and command line interface to migrate the data from the legacy database.
• Experience in Email Templates, Page Layouts, Workflows, Workflow Actions and Approval Process.
• Experience in Salesforce.com Sandbox and Production environments including creating Sandbox environments.
• Well versed in analyzing business requirements and resolving cases including configuration of profiles, permission sets, public groups, roles, role hierarchy, field-level security, record types and queue.
• Experience in working with Waterfall software development methodologies.
• Proficient in Test case preparation and manual testing.
• Experience of transferring knowledge to the offshore team.

TECHNICAL SKILLS

Tools: SFDC, BRMS, Clarify CRM, Workbench, Dataloader

Content Management tool: Orchestra CMS

IDE: Eclipse, jGRASP

Operating System: Windows XP, Windows, Mac OS

Web Technologies: JavaScript, HTML, CSS, Apex, C++, C#, Jquery

Salesforce.com: Visual force, Email template, Case, Validation rules, approvals, Apex data loader, Customer portals, Connections, Managed package, Sites, Approvals

Programming Language: Java, C, C++, Unix

Modeling Tools: UML, ALM

Methodologies: Agile, SDLC, SCRUM

Database: MySQL, Oracle, Cloud, SAAS

PROFESSIONAL EXPERIENCE

Confidential

Salesforce BSA

Responsibilities:

• Performed the role of Business Analyst, interacted with various business user groups for gathering the requirements for salesforce.com CRM implementation
• Documented and shared the requirements with other Salesforce.com consultants for further implementation
• Created relevant documentation: Business Requirement Document (BRD), Functional Requirements Document (FRD), UML diagrams - Use Cases, Sequence Diagrams, Process Flow Charts, and Prototypes, such as Wireframes
• Closely worked with Salesforce.com consultants while implementing the solutions for the needs of organization
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams
• Customized tabs for among different business user's groups and business centers
• Interacted with various business user groups for gathering the requirements for salesforce.com CRM implementation
• Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization
• Created Custom Fields, Custom Reports, Field help, Custom Formulas, and Field History Tracking
• Defined Workflows and set up Workflow Rules, Tasks and Alerts and created Workflow Approvals
• Create various profiles and configured the permissions based on the organizational hierarchy requirements
• Create suppression lists and reports in Marketing Cloud & Automate the existing manual legacy SQL code.
• Extract data from Datalake(Cloudera Big Data) using Hive and Impala.
• Administrated and monitored the company's SalesForce CRM application
• Create and use PL/SQL packages, procedures, functions based on business requirements.
• Create technical specification documents based on the business specification document.
• Based on the marketing campaign requirement extract the customer information, cleanse the data, scrub against the opt-outs and perform validation checks.
• Provide the data securely to the clients in the requested format.
• Use the SAP CRM tool ‘KuBa’ to cleanse the customer mailing addresses, email addresses, and maintain the opt-out weblink.
• Do data analysis for the business for them to track the marketing strategies.
• Created and executed test plans to uncover, identify and document issues using JIRA
• Generated weekly status reports and Ad-hoc reports to monitor the progress and identify critical points to reallocate resources and Decision support for Software Development Life Cycle
• Documented elaborate test scripts and conducted extensive UAT meetings with users and stakeholders to identify problems, resolve issues and improve the process to ensure a stable and accurate solution

Confidential

Salesforce Dev/Administrator

Responsibilities:

• Involved in all phases of SDLC starting from Requirement Analysis to testing.
• Extensive experience in interacting to clients and have provided technical solution to fill the gaps in existing design.
• Experience of automating complex business processes using declarative features such as workflows and sharing rules.
• Experience in Salesforce.com administration includes creating Salesforce.com’s Creating Roles, Profiles, Page Layouts, Workflow Alerts and OWD settings.
• Experience in Java Script to enhance the functionality of a web page.
• Created configuring Custom Objects and Tabs for better user experience.
• Involved in analyzing business requirements and entity relationships.
• Created Email Template, page layouts, and search layouts to organize fields, custom links, related lists and other components on a record detail and edit pages.
• Worked on different data tools - Apex Data Loader, Import Wizard, and Mass Delete for dealing with huge records.
• Experience on Managed Package creation for making available to other orgs.
• Used Static resources to reuse images, css and js files in Salesforce organizations.
• Connections between two Salesforce organizations.
• Extensive experience on Approvals process setup for new record approvals.
• Worked on Force. com site creation set up process for both public and private sites.
• Created Customer portals for restricted access to private sites.
• Used Debug Logs and System Log Console to catch Exceptions.
• Created/Modified Visualforce pages for developing website pages.
• Developed Cascading Style Sheets (CSS) for creating effects in the Visualforce pages.
• Created validation rules and field updates to implement business logic.
• Implemented a direct interface from Web portal using Web-to-Case, so that when a customer files a report, a case in Salesforce Case Management is automatically generated.
• Worked on Third party Orchestra CMS tool for content updating like images, text on Force.com web pages.
• Documented the salesforce work for future reference to teammates.
• Involved in Cross-browser Manual Testing of sites for best user experience.
• Created Test case and logged defects.

Confidential

Senior System Engineer

Responsibilities:

• Developing test plans, distinct test cases and execution of Test cases.
• Executing different test cycles like System testing, Functional testing, Smoke testing, Regression testing and User Acceptance Testing.
• Attend daily Scrum meetings and staff meeting, discussing with QA Manager about bugs, which are promoted in the release.
• Actively involved in review meetings.
• Coordinated with development team for Bug fixing.
• Documented test cases, test results, test procedure and reported to client.

Confidential

Senior System Engineer

Responsibilities:

• Interacted with various business user groups for gathering the requirements for Salesforce. implementation and documented the Business and Software Requirements.
• Involved in Integration between Oracle and SFDC through java.
• Involved in Data loader programming and scheduling from command.
• Worked with various Salesforce.com objects like Accounts, Contacts and Leads.
• Defined Lookup and Master-Detail relationships on the objects and created junction objects to establish connectivity among objects.
• Worked with business users, analysts for requirements understanding, analyzing and preparing technical document for the functional requirements.
• Actively participated in team meetings.
• Involved in writing test cases, testing, bug fixing and documentation of work for future reference.

Confidential

Senior System Engineer

Responsibilities:

• Worked on various Custom Objects.
• Worked as an enhancement team member and performed the roles of Salesforce.com Developer and Administrator in the organization.
• Working on queues and record types.
• Performing enhancements and solving user issues.
• Performed the administrator role by configuration of Salesforce Profiles, Roles & Sharing rules.
• Used Data Loader for Insert, Update, Delete and bulk import or export of data from Salesforce.com.
• As an Admin performed functions such as picklist’s creation, page-layouts, field level security.
• Defined Lookup and master-detail relationships on the objects, created junction objects to establish connectivity among objects.
• Developed and configured various Custom Reports and Report Folders for different user profiles based on the needs in the organization.
• Met business requirements by including fields, workflows, approvals and validation rules.
• Provided support as a Salesforce.com administrator to 50+ users.
• Created Workflow Rules to automate Tasks, Email Alerts and Field Updates.

Confidential

System Engineer

Responsibilities:

• Installation and Uninstallation on GSM AAA Manager through UNIX box.
• Worked on uel rating. Installation at UNIX box.
• Hands on experience on basic UNIX commands.
• Done some assignments on opcodes in developer center for future reference.
• Acquainted with initial basic knowledge of iScripts and iRules.
• Acquainted knowledge on CVS software which finds out the location of bug in software.
• Completed training of OCBRMS and Kenan ABOR.
• Experience with developer center, customer center, UNIX box.
• Hands-on experience done in pipeline rating assignments.
• Integration work done for Loyalty with help of Java. Loyalty was the major thing in OTL requirement.
• Worked on opcode running, rating, payments.
• Worked on the SR of Loyalty points not seen in 'Non currency resource' in balance tab.
• Involved in Integration testing and recording for first time which was a unique experience.
• Published 2 Book of Knowledge, Billing Time Discount in OCBRMS, Defining New Resource and Currency, Configuring Voucher Manager, Voucher and Top Up Creation.