SUMMARY

• Overall 7 years of IT experience as a Salesforce certfied Administrator /Analyst.
• Extensive knowledge and experience in working with stakeholders and Clients in defining Business processes for salesforce Systems and improving existing Business processes. Helped in decreasing Operating costs and increasing efficiency.
• Formulated testing strategy, new test scripts according to requirements.
• Executed User acceptance tests, discussed with clients and stakeholders to improve salesforce implementation features and technology intiatives. Enhancing capabilities of the system by removing errors and faults.
• Performed in - depth analysis of business practices and provided recommendations on to ways to improve process
• According to business requirements, created reports, views, dashboards, fields and campaigns, maintained them according to changing requirements. Planned and created products and price books according to the project requirements.
• Experienced in Scoping Phase, Gap Analysis, Testing, and Implementation Phase.Strong Requirements gathering experience using JAD Sessions & Conducting User Interviews, and preparing functional documents like Use Cases, Software Requirements Specifications (SRS).
• Skilled in customizing standard objects such as Contacts, Opportunities, Pricebooks, Products, Cases and Leads etc. Able in managing pagelayouts, field level access and sharing rules.
• Account and Contact Management, Case Management, Leads & Opportunities Management
• Design, create and maintain user roles, profiles and hierarchies, Setting up new Roles and Profiles & User Access
• Implementation of process improving features through automations using Escalation Rules, Workflow Actions and Approval Processes.
• Grant, remove and maintain User licenses, Territory Management, Handling Change Requests
• Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships, validation and formula fields to the custom objects.
• Managing Workflows and Validation Rules, Management of Large Data through Tools - Data Loader, import wizard& Partner Management. Maintain Security including sharing rules and Security Levels
• Experience in SalesForce Testing and Administration spanning all facets of package software and SaaS application implementation. Strong knowledge & experience working in teams implementing Agile Methodologies.
• Experience in Sandbox refresh and Post Refresh activities, Experience on Deploying from Sandbox to Production using Change Sets, Unit testing of all the changes deployed.
• Well versed in implementing lightning.

TECHNICAL SKILLS

Project Management Tools Methodologies: Agile, RUP, Waterfall, UML, Business Modeling Process Modeling and Data Modeling

Requirement Gathering: Document Analysis, JAD, Interviews, Prototyping, Use Cases, Storyboards, User guidelines

Business Modeling and UML: SFDC Tools SFDC Data Loader, Data Migration, BRD, FRD, QA, UAT, Waterfall, Change and Release management process, MS Word, Excel, Outlook, Power Point, Remedy.

Programming Language: Waterfall Model, Apex, Visualforce, SOSL, SOQL. Salesforce Analytics, Salesforce Lightning.

PROFESSIONAL EXPERIENCE

Salesforce Admin/BA

Confidential

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
• Participated in Requirement Gathering Sessions.
• In charge of conducting the UAT with the Business users, and gathering feedback and providing the same to the Development team.
• Reviewing the test cases provided by the QA team, and providing feedback.
• Configuration and customization of Salesforce.com for enterprise-wide implementation for over 1000 users.
• Managed help desk for daily troubleshooting, user assistance and reconfigurations.
• Created the Custom Apps as PPS Sales, PPS Marketing Force and Forecasting Quotas for the Sales Team and Marketing Department.
• Worked on managing users, setting up public groups and queues, profiles, and implemented role hierarchies, sharing rules, security settings including filed level security.
• Created Custom Profiles and Permission Sets for the CSA SalesRep, Specialists, Sales Management, Marketing, Marketing Operations, Branch Admin, External Interfaces, Marketo insight Users and Regional Director.
• Implemented the Role Hierarchy for the PPS CSA Sales Operations.
• Implemented OWD, Object and Field level security to hide critical information on the profile users.
• Defined the Lead sharing rules, Account sharing rules, Contact sharing rules, Opportunity Sharing rules.
• Working Setup knowledge for the Domain Name Setting, Password Policies, Session Setting, Delegate Administration and Login Access Policies for the Organizations.
• Defined the Unfiled Public Email Templates for the Auto responses, Internal notifications and follow meetings.
• Experience with customizing standard objects such as Users, Leads, Account, Contact and Opportunities for the custom fields.
• Created Custom Tabs, SF Objects, Picklist Value Sets to capture the data from the Oracle ERP related to the CFS lease Data, Sales Cycles, Sale Cycle Products, Service calls using Salesforce.com's inbuilt tools to create and customize Lookup relationship and Master-detail relationship.
• Customized Page layouts, Record Type for Opportunity, Contacts, and Accounts depending upon user roles and groups.
• Customized the Search layouts for the search results, search filters, Lookup filters and Object Tab for the Account, lead, Contact, Opportunities and more.
• Created Validation Rules, Workflow Rules, Approval Process, Tasks, Email Alerts for Lead, Account, Opportunity, Task, Contact and Sales Cycle Product respectively.
• Involved in Reports creation related to Account Info, Sales Cycle, Lease Data and Service Call for the Managers and Sales Operational.
• Involved in Dashboard creation for the Salesrep, Sales Management, Specialist and Sales Executive.
• Carrying out Salesforce administrative work such as data entry, list uploading, list cleansing, reports, etc.
• Working knowledge of Data Import wizard, Data export and Data Loader.
• The sandbox for testing and migrated the code to the deployment instance after testing with the use of Outbound Change Sets.

Salesforce Administrator

Confidential

Responsibilities:

• Worked on various salesforce.com standard objects like Accounts, Contacts, Opportunity, Leads, Cases, Reports and Dashboards.
• Automated process of responding to customer complaints.
• Set up Queues to hold incoming Cases.
• Automated method for cases to be placed into appropriate Queues.
• Optimized response time of Support teams.
• Configured Service cloud to prevent irrelevant and sensitive data from being displayed.
• Placed vital product information on Case records.
• Automated process for service agents to follow up with customers.
• Developed method to free up data space by deleting resolved Cases.
• Created Solutions to streamline communication of frequent customer problems and solutions.
• Designed, Implemented and deployed the Custom objects, Page layouts, Custom tabs, and Components, to suit to the needs of the application.
• Involved in creating and customizing Email template and configuring them to the email alert within the workflow rule for a standard/custom object.
• The sandbox for testing and migrated the code to the deployment instance after testing.

Salesforce Administrator

Confidential

Responsibilities:

• Jr. Salesforce Admin for 2 internal Orgs at Salesforce.com
• Provision users access to orgs within salesforce.com
• Managing users access to Reports, Dashboards.
• Troubleshooting users access issues for Apps, Connected Apps, objects, custom objects, records, fields (FLS), record types
• Assign users to Permission Sets, Public groups, Queues, Profiles, and Roles depending on users and businesses need.
• Assist users with building reports in Salesforce.
• Mass updating records with apex data loader.
• Build custom report types to meet user’s needs.
• Create permission sets and modify page layouts
• Modify user profiles (increasing CRUD, FLS, system permissions, record type and page layout access, visual force page and apex class access)
• Update field pick list values.

Salesforce Administrator/Analyst

Confidential

Responsibilities:

• Resolution of cases which includes working with Workflow rules, Validation rules, Assignment Rules, setting up of Profiles etc.
• Enhancement of classes, pages or triggers (including test methods) in case of change requests.
• Constant interaction with clients ( Confidential and external users) for case closure and follow-ups.
• Complete ownership of all Change requests(CRs) Requirements gathering, involved in the Development and final Delivery.