SUMMARY

• Over 8 years of IT experience with around 5+ years of experience in the Salesforce CRM platform as a Business Analyst/ Project Coordinator/ Administrator/ Developer.
• Proficient in all phases of Software Development Life Cycle (SDLC), which involves requirement gathering, analysis, functional design, implementation and enhancement of projects on Salesforce.
• Extensive experience in gathering Business/Functional user requirements, creating Use Cases as per user requirements, developing/designing UML diagrams such as Activity, Class, and Sequence diagrams in addition to creating Business Requirements Document.
• Hands on experience implementing Security/Sharing rules, Configure permission sets, Field level Security, Record level Security, Profiles, Roles and Resource monitoring at different hierarchical levels of the organization.
• Skilled in customizing Salesforce standard objects like Accounts, Leads, Opportunities, Cases and Campaigns along with good expertise in Data Validation, Sales, Marketing, Customer Service and Support Administration
• Experience in creating Web - to-Case, Email-to-Case to generate new Cases; creating Junction objects, advanced fields like pick lists and formula fields.
• Strong knowledge in customized Case Management with Escalation Rules, Workflow, Approval Process, Validation Rules, Reports and Dashboards.
• Proficient in Data Migration from Traditional Applications to Sales Force using Data Loader Utility, Informatica On Demand and Cast Iron.
• Implementation experience on using Apex Language (Classes, Controllers & Triggers), Visualforce pages, Custom tabs, Custom Objects, S-Controls, Reports, Analytical Snapshots and Dashboards.
• Experienced in using Excel to create Pivot tables, Vlookup functions and accessing multidimensional cubes from Excel.
• Experienced working in Cross-functional teams, identifying business requirements and supporting sales/marketing efforts. Lead planning meetings, analysis development, test inspections, and other project meetings throughout project life cycle.
• A very well-organized, goal-oriented and highly-motivated person with excellent communication, analytical, reasoning and problem solving skills.

TECHNICAL SKILLS

SalesForce.com: Custom Objects, Roles and Profiles, Workflows, Assignments, Approvals, Triggers, Record Types, Visual Force, Apex, SOQL, Web services.

Web Technologies: SOAP, WSDL, HTML, ASP, AJAX, JavaScript, XML, CSS, HTML

Languages: Java, C++, C, SQL, .Net

Project Mgmt. S/W: Microsoft Project, Office, Agile Scrum, Primavera P6, JIRA

DBMS: Force.com Explorer, MySQL, Oracle 7.x/8.0.

ETL/Integration Tools: Informatica, Force.com, Data loader, Force.com, Workbench, Cast Iron systems, TIBCO, Composite, Scribe.

PROFESSIONAL EXPERIENCE

Confidential, Salt Lake City, Utah

Salesforce Business Analyst/Project Coordinator

Responsibilities:

• Analyze the business needs and gather functional/non-functional user requirements relating to the client’s Salesforce technology enhancement initiatives.
• Act as an on-site project coordinator and represent Global Services team (Implementation partner) at the client site.
• Liaise between the client and the offshore implementation partner support teams to facilitate effective work coordination.
• Perform in-depth client business analysis and provide recommendations on ways to improve the processes & practices.
• Draft the documents that clearly communicate end-to-end business process flows linked to the client’s Salesforce application.
• Design user guides for various Salesforce applications that the client uses.
• Work towards preparation of requirements management plan, business and functional requirement documents.
• Facilitate and lead Joint Application Design (JAD) sessions between both the parties so as refine the requirements related to new UI prototypes.
• Outline the tasks and actively participate in Sprint planning sessions related to Agile Scrum Methodology.
• Lead the Daily Scrum meetings and as well as the Sprint Review & Retrospective discussions.
• Request new user set-ups and manage login credentials activation/deactivation linked to the project, including transferring ownership responsibility for various client applications such as JIRA, QA and Salesforce.
• Detail out and document all the validation and workflow rules being put to use by the business through various salesforce applications.
• Brief the new-joiner QA employees on the detailed specifications of the project and conduct training sessions for them on validation processes adopted by the client.

Environment: Saleforce.com platform, Project Coordination, JIRA, Agile Scrum, Sprint Planning, Offshore Management, Workflow and Validation Rules, Record types, Reports, Dashboards, Email, Triggers, Sharing Rules, MS Word, Visio, PowerPoint, Excel, SharePoint, Messaging, Standard and Custom Objects, Sharing Settings, Field level Security, Role, Profile, Data Modeling and Analysis Documentation, QA Validation.

Confidential, Mequon, Wisconsin

Salesforce Business Analyst/Administrator

Responsibilities:

• Involved in business analysis and requirements gathering from end user teams spread over pre-sales, sales and customer service.
• Designed page layouts for various mortgage solution products offered by the company.
• Lead discussions with the team about feasibility and effective way of leveraging Saleforce.com CRM features to improve business processes.
• Actively involved in scheduling and planning of migration procedures from Salesforce to Microsoft Dynamics CRM.
• Guided and conducted internal training sessions for business users on Salesforce technology functionalities.
• Maintained the SharePoint repository related to the project.
• Maintained organizational hierarchy, created profiles, roles and maintained sharing/security for field-level security, record-level security.
• Created new custom objects, assigned fields, custom tabs and components.
• Managed new user set-ups and deactivation, including transferring ownership ofaccounts/contacts.
• Was responsible for maintenance and cleansing of backup data records pertaining to all mortgage solution offerings by the company.
• Outline and actively participate in Sprint planning, Review and Retrospective discussion meetings related to Agile Scrum.
• Coordinate and facilitate scrum stand-up sessions on a daily basis.
• Performed user acceptance testing by conducting and leading surveys.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, and formula fields to the custom objects.
• Created several reports and designed different custom dashboards for various user groups based on their business functionalities and needs.
• Created workflow rules and defined related tasks, email alerts, and field updates.
• Designed various email templates for auto response to the sales and service management teams.
• Worked with Apex data loader for inserting different records, updating them, re-assigning account teams and opportunities. Also assisted the analytics team with data modeling process related to data requirements and reports analysis.

Environment: Saleforce.com platform, Record types, Reports, Dashboards, Email, Triggers, Sharing Rules, JIRA, Business Analysis, Agile Scrum, Sprint Planning and Retrospective, MS Word, Visio, PowerPoint, Excel, Validation Rules, Dashboards, SharePoint, Standard and Custom Objects, Data Modeling and Analysis, Sharing Settings, Field level Security, Role, Profile, QA Validation.

Confidential, Dresher, Pennsylvania

Salesforce Business Analyst

Responsibilities:

• Performed in-depth business analysis and provided recommendations on ways to improve the processes.
• Planned and conducted requirements elicitation meetings with the business users to collect functional and non-functional requirements relating to client’s Salesforce technology enhancement and initiatives.
• Was responsible for drafting the business requirements documentation involving user stories.
• Conducted brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.
• Worked towards preparation of requirements management plan, business and functional requirement documents.
• Created data flow diagrams and process flow diagrams to facilitate better system understanding.
• Was in-charge and responsible for managing the SharePoint repository of all the project related documents.
• Assisted in designing and creation of training material and conducted internal training sessions for business users on Salesforce technology functionalities.
• Created new custom objects, assigned fields, designed page layouts, custom tabs and components.
• Outlined the organization hierarchy and created profiles, roles accordingly in Salesforce; worked on visibility and security settings around them as required by the business.
• Designed different custom dashboards for various user groups based on their business functionalities and needs.
• Updated the existing Data Model documentation related to the business data. Was actively involved in data requirements analysis as a process of report generation from Salesforce. Deployed several reports for different user profiles based on the need in the organization.
• Designed various types of email templates for auto response to customers.

Environment: Saleforce.com platform, Waterfall, Lotus Notes, Record types, Reports, Dashboards, Data Modeling, Email, Triggers, Sharing Rules, MS Word, PowerPoint, Excel, Technical Documentation, Validation Rules, Messaging, Dashboards, Elicitation Meetings, MS Project, MS Visio, Standard and Custom Objects.

Confidential, New York

Salesforce Business Analyst/Administrator/Project Coordinator

Responsibilities:

• Liaised between the client and the development team with respect to the gathering and communication of functional business requirements for systems development.
• Actively involved in documenting requirements, designed UML and use-case diagrams.
• Perform analysis of existing systems and documented the related business concepts, process flows, data elements definitions and calculations, and screen and report layouts.
• Interfaced with business users to prepare and update Business Process Requirements, Software System Requirements.
• Manage and coordinate the offshore team and actively involve them in Scrum meetings and related Sprint planning sessions.
• Prepared comprehensive Functional Requirements Documents (FRDs) for the project based on business requirements, priorities and scope.
• Worked on other product documents like release notes, user guides, support guides.
• Understanding and leveraging SFDC CRM processes for help with pre-sale activities.
• Lead discussions with the team about feasibility and effective way of leveraging Saleforce.com CRM features. Business processes streamlining and processes re-engineering.
• Worked on various salesforce.com objects like Accounts, Contacts, Leads and Opportunities.
• Created various custom Reports and Dashboards as per the customer requirements.
• Worked on Record Types, Validation Rules, Triggers and Page Layouts.
• Provided support for ongoing salesforce.com maintenance and other administration services including periodic data cleansing, workflow and approvals.

Environment: Saleforce.com platform, Offshore Team Management, Workflow & Approvals, Record types, Reports, Email, MS Visio, Triggers, Sharing Rules, MS Word, PowerPoint, Excel, Agile Scrum, Sprint Retrospective and Planning, Functional and Technical Document Designing, Validation Rules, Dashboards, MS Project, Standard and Custom Objects.

Confidential, Dallas, TX

Salesforce Consultant

Responsibilities:

• Lead planning meetings, analysis development, test inspections, and other project meetings throughout project life cycle.
• Laid a methodical approach for requirements gathering and related document generation including user story translation.
• Draft the business process and data models linked to the software system.
• Developed various Custom Objects, Tabs, validation rules on the objects and tabs.
• Developed reports, dashboards, and processes to continuously monitor data quality and integrity.
• Created Custom fields, pick lists, dependent pick lists, and validation formulas to the custom objects.
• Created profiles and implemented Object and field level security to hide critical information.
• Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Created test scenarios on Sandbox environment and migrated code to deployment.
• Worked on configuration and security aspects of Salesforce.
• Worked with groups, participated in Requirement Gathering Sessions & JAD Sessions to define their needs and developed an action plan and specification document.
• Used Apex Data Loader to migrate data such as accounts, campaigns.
• Extensively engaged in managing the project SharePoint and create a structured and logical project document repository
• Configured user Roles, Profiles, sharing settings, organization wide defaults based on updated hierarchical requirements.

Environment: Saleforce.com platform, Workflow & Approvals, Record types, Reports, Email, MS Visio, Triggers, Sharing Rules, SharePoint, MS Word, PowerPoint, Excel, SharePoint, Validation Rules, Messaging, Dashboards, MS Project, Standard and Custom Objects.

Confidential, Berkeley Heights, NJ

Salesforce Developer/Business Analyst

Responsibilities:

• Involved in project as a Business Analyst to understand the business needs and objectives of the system and interacted with the end client/ users and stakeholders, involved and gathered requirements for the integrated system
• Assisted the team in organizing information and navigation mechanisms for use with developing information architecture.
• Worked with various salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards (Data Analytics). Reverse Engineering Process involving figuring out data and object links to draft Business Data Models.
• Developed various Custom Objects, Reports, Tabs, Components and Visual force Pages and Controllers for different user profiles based on the need in the organization.
• Developed Salesforce.com custom application using Apex, Visual force and AppExchange.
• Configured the Analytic Snapshots to dump the data on regular basis for the sales performance and lead generation statistics.
• Created page layouts, validation rules, email templates, workflows, approval processes and lead assignment rules as per the Business requirements.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Designed different Communication templates.
• Implemented and used Salesforce.com web services to transfer data.
• Moved data from SAP to SFDC using Informatica on demand tool.
• Used the sandbox for testing and migrated the code to the deployment instance thereafter.
• Briefed the development team on Case Management (Service Cloud) with respect to directing right case to the right agent.
• Performed user acceptance testing by conducting and leading Surveys.

Environment: Saleforce.com platform, MS Visio, MS project, Standard and Custom Objects, Validation rules, Workflow & Approvals, Record types, Agile Scrum, Sprint Planning, Reports, Apex Language, Data Modeling and Reverse Engineering, Functional and Technical Document Designing, Data Loader, Custom Tabs, Access and Security Controls,, Eclipse, Force.com IDE.

Confidential, Lisle, Illinois

Salesforce Business Analyst/ Administrator

Responsibilities:

• Interacted with various business team members to gather and document the requirements for Salesforce Interface development and documented them.
• Involved in creating Gap analysis document identifying the data, business process and work flows of the organization with respect to SalesForce.com implementation.
• Involved in Salesforce.com application setup activities and customized the apps to match the functional needs of the organization. Implemented SalesForce.com platform and Force.com IDE Plug-in using Eclipse.
• Got to work on various SalesForce.com Standard objects such as Accounts, Contacts, Leads, Campaigns, Reports and Opportunities.
• Designed and implemented Custom Objects, Page layouts, Custom tabs and Components to suit the needs of the application.
• Created Profiles and Roles based on Organizational role hierarchy, implemented Record-Level and Field-level security and configured their sharing settings.
• Analyzed the integration flow and helped the developers in implementing Service Max App in the organization
• Created Workflow rules and defined related tasks, email alerts, and field updates to automate various manual processes.
• Assisted the QA team in formulating a comprehensive test plan for the project.
• Customized the Dashboards to track usage for productivity and performance of business centers and their sales teams.
• Involved with SalesForce.com Premier Support.com and handled the support cases with the help of SalesForce.com support.
• Implemented data migration using Informatica on demand and data loading using Data loader, import wizard.

Environment: Saleforce.com platform, Workflow & Approvals, Functional and Technical Document Designing, Record types, Reports, Email, MS Visio, Triggers, Sharing Rules, Sprint Planning, Agile Scrum, MS Word, PowerPoint, Excel, Validation Rules, Messaging, Dashboards, MS Project, Standard and Custom Objects.

Confidential, East Carlsbad, CA

Salesforce Developer

Responsibilities:

• Worked on various Salesforce.com Standard objects like Accounts, Opportunities, Leads, Campaign, Events, Tasks, Contacts, Cases, Reports and Dashboards.
• Interacted with various Business users forrequirements gathering.
• Developed custom Business logic using Apex Classes, Visual force pages. Used Apex and Visual force components like Triggers, Page Block, Command Buttons, Action support, Action Function.
• Implemented customCascading Style Sheets (CSS)for Visual force pages.
• Worked withSOQL, SOSLqueries withGovernor Limitationsto store and download the data from Salesforce.com platform database.
• Created variousProfiles,Roles,Page Layouts, and Record Typesand configured thePermissionsbased on the Organization hierarchy requirements.
• Designed and deployedCustom tabs,validation rules,Approval Processesand Auto-Response for automating business logic.
• Developed severalCustom Reports&Dashboardswhich are used by Business user and Managers.
• Worked as onsite and offshore support for the client.
• Integrated applications using web services by consuming the WSDL files for extracting the data from the external systems.
• Created Email templates in Text, HTML and visual Force necessary for the application.
• Designed several complex business applications using Java, C#, and C++ and paired these applications with interactive web-based applications.
• Created and maintained the documentation for Design, Migration and Integration.
• Involved in deploying applications from Sandbox to Production.

Environment: Saleforce.com, Apex Classes, Controllers, Visual Force Pages, Custom Objects, Tabs, Email Services, Workflow & Approvals, Reports, Security Controls, Sharing rules, SOAP, Web service, XML, .Net, Force.com IDE, Chatter, HTML, CSS, JavaScript.