SUMMARY

• 7+ years of Overall IT experience that includes 4+ years of experience in Salesforce.com CRM Platform as Administrator/ Business - Systems/ Quality Analyst.
• Salesforce Scrum methodologies and best practices for Salesforce implementation
• Requirements gathering, Functional specification and documentation expertise.
• Knowledge of the Systems Development Life Cycle (SDLC) in Waterfall and Agile models
• Test case creation & Use Case creation, User Acceptance Testing, Regression testing, Functional and Unit testing of various applications and processes.
• Strong analytical skills, with knowledge and experience interpreting customer business needs and translating them into application and operational requirements.
• Business and technical knowledge of SALESFORCE CRM functionality in the Sales Cloud, Service Cloud, Market Cloud, Financial Force, Chatter & App-exchange applications.
• Experience in Approval processes for automated alerts, Field updates, Custom objects and tabs, Email services and Security controls
• Proficient in maintaining the Functional areas of Data Management, Forecasting, Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Proficient in SFDC Administrative tasks like creating Users, Roles, Profiles, Page Layouts, Email Services, Process Builders, Approvals, Workflows, Validation rules, Reports and Dashboards.
• Experience in Managing Reports, Data Migration, Release coordination, Testing and Support in salesforce platform, Community and usage of Apex data loader/ Dataloader IO for managing records.
• Experience in using Force.com Web services API for implementing web services in the application for access to data from different users using REST and SOAP.
• Good domain knowledge of Finance and Mortgage process.
• Knowledge of DUO two factor authentication technology.
• Knowledge of Genesys Call Center Software - Pure cloud, Pure Connect and Pure Engage.
• Good knowledge of end to end testing using HP ALM tools and creation of test cases, scripts and testing procedures and release management in Salesforce.com Sandbox and Development environments.
• Exposure to the SOQL in salesforce for data manipulation needs of the application using platform database objects.
• Good understanding of the SAP ERP systems.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, management and subject matter experts.
• Experience in planning, scheduling and working with cross functional teams to coordinate and delivering project milestones and tasks.

TECHNICAL SKILLS

Software and Tools: HPQuality Center/ ALM,Selenium,JIRA, QTP,WARP, Rally, JIRA, Oracle 10g, SQL Server, Access, JAVA, Salesforce.com, Microsoft Office Suite Expert, Service Now, Remedy, Win Runner, Load Runner, Visio, MS Project, MS Project,Sharepoint, Business Objects, Selenium, SAPXCelcius, SAP BI/BW, SAP Security ECC, SAP TDMS, Black Knight Closing Insight, Omni, CustServ, Recurly, Intacct ERP, Mulesoft, Spring CM, Sales Navigator, Distribution Engine, Marketo, Discover Org, CastIron, Informatica, DocuSign, Copado, Call center, Service Max, Financial Force, Apptus, Eloqua, Netsuite ERP, Agile Accelerator, Auto Rabbit, SmartSheets, Zuora, FPX CPQ, Dell Boomi, AX Systems

Business Processes: Service Requests and Activities, Opportunities, Quotes and Proposals, Order Management, Campaign Management, Case Management, Contract Management, Pricing, Approval, Partner Deal Registration, Data Cleansing, and De-duplication, Agreements and Entitlements

CRM Applications: Salesforce.com Sales Cloud, Service Cloud, Marketing Cloud, Marketo, Marketing Cloud, Financial Force, Custom Cloud, Community, Salesforce.com Reporting and Analytics of Sales, Service and, Custom Cloud, Salesforce AppExchange.

Salesforce.com Platform: SFDC Standard Object Configuration Campaigns, Leads, Accounts, Contacts, Opportunities, Price Books, Products, Assets, Contracts, Cases, Solutions, Ideas, Cases, Solutions, Ideas, Queues, Quotes and Custom Object development, Field creation, Page Layout creation/editing, Related list customization, Record Types, Field Level and Object level security, role hierarchies, sharing models, Workflow time-dependent actions, field updates, email alerts, task creation, Territory Management, Reports, Dashboards, Formula Fields and Cross Object Formula Fields, Configuration Skills, Overall User Management, Overall User Management, Security and Sharing Model, Translation Workbench, Email and Document Templates, Chatter.

PROFESSIONAL EXPERIENCE

Confidential, Indianapolis, IN

Salesforce Admin/ Analyst

Responsibilities:

• Worked on maintaining the functional areas of all objects in Sales Cloud, Service Cloud, 3rd party installed packages and integration with 3rd party applications.
• Helped in syncing data between CRM and AX systems and loaded new Genesys products into the AX system
• Business support of the Zuora tool, Conga Composer, FPX CPQ tools, Netsuite ERP, Genesys Quoting tool, Docusign administration and Drawloop support.
• Created and tested various Custom Objects, Custom Settings, Custom Labels, Validation rules, Record types, Custom Tabs, Workflow rule and approval process including Field updates and email alerts.
• Involved in developing new requirements into Salesforce.com design and implementation using Agile Methodology.
• Efficiently configured and tested standard Salesforce.com objects like Accounts, Contacts, Leads, Cases and Opportunities and customized objects based on business requirements.
• Used SOQL for data manipulation needs of the application and used SOQL Queries for reports, ad-hoc update and production issues.
• Used Auto-rabbit and change sets to deploy components between both the Orgs.
• Administration, installation of managed packages and helped with integration ad-hoc requests of both Orgs
• Created and tested Standard Custom Reports, Dashboards and new report types.
• Managed and configured the Genesys community cloud as needed and managed all partner users.
• Data management of all ad-hoc data update requests using SF Data Loader tool.
• Customized, managed and tested the user Roles, Role hierarchies, Profiles, Permission sets and Queues, Groups, Sharing settings and security setup as required.
• Maintenance of environments and used sandbox for testing and migrated the code/ components to the UAT and production environment after testing and participated in release management activities/ post deployment steps of metadata components and Smoke Testing.
• Analyze Visual force and Apex errors and triage issues and resolve with developer.
• Supported Sales Team with creation of Quotes, Pushing Orders in Netsuite, and supported Quotes/ Ordering issues in production org post Go-live
• Involved in early stages of implementing Service cloud.
• UAT functional testing of all stories which includes the 3 products- Pure cloud, Pure Connect and Pure Engage and Integration, Data, metadata, Security testing.

Environment: Saleforce.com platform- Sales Cloud/ Service Cloud, JIRA, Apex Language, Visual Force (Pages, Component & Controllers), Data Loader, HTML, Workflow & Approvals, Reports, Custom Objects, SFDC methodologies, Custom Tabs, SOQL, Sandbox dataloading, Marketo, Auto Rabbit, SmartSheets, Zuora, FPX CPQ, Netsuite ERP, Dell Boomi, AX Systems, Call Center, Purecloud

Confidential, Remote/ Wilmington- DE

Salesforce Admin/ Analyst

Responsibilities:

• Worked on maintaining the functional areas of all objects in Sales Cloud, Service Cloud, 3rd party installed packages and integration with 3rd party applications.
• Created and tested various Custom Objects, Custom Settings, Custom Labels, Validation rules, Record types, Custom Tabs, Workflow rule and approval process including Field updates and email alerts.
• Involved in developing new requirements into Salesforce.com design and implementation.
• Efficiently configured and tested standard Salesforce.com objects like Accounts, Contacts, Leads, Cases and Opportunities and customized objects based on business requirements.
• Used SOQL for data manipulation needs of the application using platform database objects.
• Used Eclipse, Mavens Mate, ANT to import XML metadata package and tested production metadata using Beyond Compare tool with data team.
• Mapped manual metadata items and created a robust workflow for manual configuration in all sandboxes and production.
• Configured manual metadata in all environments with end to end testing of all configuration.
• Customized, managed and tested the user Roles, Role hierarchies, Profiles, Permission sets and Queues, Groups, Sharing settings and security setup as required.
• Created and tested Templates, fields, Formula Fields, Triggers, Validation Rules, Workflow and approvals for the flexibility and functionality of force platform application.
• Used the sandbox for testing and migrated the code/ components to the production environment after testing and participated in release management activities/ post deployment steps of metadata components.
• Analyze Visual force and Apex errors and triage issues and resolve with developer.
• Involved in Salesforce Integration with SAP, CastIron, Informatica, Docusign, Service Max, Apptus Eloqua, and App Exchange installed packages.
• Used SOQL for data manipulation needs of the application using platform database objects.
• Deployment of Custom objects, Page layouts, Templates, Custom tabs, Components using Copado / Change sets.
• Created UAT test scripts for all salesforce functionality throughout within Dupont- including labeling, registration, DocuSign process, complaint management, Collateral management, Credit Analysis, Opportunity management, Lead management, Integrations, Community Portal, TSR.
• Developed, configured and tested various Dashboards, Custom Reports and Report Folders for different user profiles based on the need in the organization.
• Implemented and tested territory management worldwide in DUPONT system
• Participated in planning meetings, analysis, development and other project meetings throughout project life cycle

Environment: Saleforce.com platform- Sales Cloud/ Service Cloud, JIRA, Apex Language, Visual Force (Pages, Component & Controllers), Data Loader, HTML, Workflow & Approvals, Reports, Custom Objects, SFDC methodologies, Custom Tabs, SOQL, Sandbox dataloading, CastIron, Financial force, Marketing Cloud, Heroku, SAP, CastIron, Github, Informatica, Financial Force, Eloqua, DocuSign, Call center, Service Max, Apptus, Agile Accelerator.

Confidential, Michigan

Sales Force - Admin/Analyst

Responsibilities:

• Worked on maintaining the functional areas of Accounts, Contacts, Leads, Opportunities, Quotes, Reports and Dashboards Sales Cloud, Service Cloud and 3rd party installed packages.
• Created and tested various Custom Objects, Custom Settings, Custom Labels, Validation rules, Record types, Custom Tabs, Workflow rule and approval process including Field updates and email alerts.
• Sandbox set up, configuration, and data management in development and sandbox environment and refreshed sandboxes depending on business needs.
• Configured and tested the Renewal master and Overage sales process in Salesforce sales cloud.
• Efficiently configured and tested standard Salesforce.com objects like Accounts, Contacts, Leads, Cases and Opportunities and customized objects based on business requirements.
• Used SOQL for data validation and production issues to analyze data in dev console and Workbench.
• Configured and setup Community Cloud for Duo customers.
• Analyze Visual force errors and triage issues and resolve with developer/ Architect.
• Used Apex Data Loader, workbench and demand tools to map data sources and loaded data into Salesforce.com and merging duplicate records.
• Customized, managed the user Roles, Role hierarchies, Profiles, Permission sets and Queues, Groups, Sharing settings and security setup as required.
• Created and tested Templates, fields, Formula Fields, Triggers, Validation Rules, Workflow and approvals for the flexibility and functionality of force platform application.
• Used the sandbox for testing and migrated the code to the production environment after testing and participated in release management activities/ post deployment steps.
• Recommended some automation process enhancement features to the system.
• Involved in Salesforce Integration with MULESOFT, INTACCT ERP, MARKETO, DISTRIBUTION ENGINE and App Exchange installed packages.
• Used SOQL for data manipulation needs of the application using platform database objects.
• Deploy the Custom objects, fields, Page layouts, Templates, Custom tabs, Components using ANT / Change sets.
• Developed, configured and tested various Custom Reports and Report Folders for different user profiles based on the need in the organization.
• Prepared the project test schedule for all sprints including Functional, Regression and integration testing and assisted in UAT testing.
• Implemented territory management within the EMEA and AMERS Territory.
• Participated in planning meetings, analysis development, and other project meetings throughout project life cycle
• Handled multiple projects using JIRA tool following Agile Scrum practices and also continues implementation using KANBAN methods.
• Worked on the production support / Help desk tickets for users, when users need any changes to the system.

Environment: Saleforce.com platform- Sales Cloud/ Service Cloud, JIRA, Apex Language, Visual Force (Pages, Component & Controllers), Data Loader, HTML, Workflow & Approvals, Reports, Custom Objects, DUO Customer Success, Custom Tabs, SOQL, Sandbox dataloading, Discover Org, Spring CM, Marketo, JIRA, Omni, CustServ, GitHub, Recurly, Intacct, Mulesoft, Spring CM, Sales Navigator, Distribution Engine, Product Bundles.

Confidential - Reston, Virginia

Sales Force - Admin/Analyst

Responsibilities:

• Involved in requirements gathering with multiple project managers, SME and stakeholders, in an effort to better customize and utilize the full functionality of the Salesforce CRM tool in sales and service cloud capabilities.
• Business Requirement gathering to build the Recruitment application, ticketing system and the automatic workflows within the company and escalation of tickets based on business impacts.
• Created various Custom Objects, Custom Settings, Custom Labels, Validation rules, Record types, Custom Tabs, Workflow rule and approval process including Field updates and email alerts.
• Experience in implementing Web-to-Case, Email-to-Case to generate cases for Case objects and managed the cases and assigned the case to various Infrastructure Engineers and followed up till close.
• Setup Community cloud for Nortech employees and customers.
• Efficiently configured standard Salesforce.com objects like Accounts, Contacts, Leads, Cases and Opportunities and customized objects like Employees, Timesheet, Candidates, Interview, and Training.
• Used Apex Data Loader to map data sources and loaded data into Salesforce.com.
• Customized the user Roles, Role hierarchies, Profiles and Sharing settings.
• Created Templates, Formula Fields, Triggers, Validation Rules, Workflow and approvals for the flexibility and functionality of force platform application.
• Interact with Recruiters, Infrastructure Engineers and SME to design the application based on the recruitment and infrastructure needs.
• Developed test scripts, executed test plan, test cases and test strategies for functional testing.
• Used the sandbox for testing and helped deployment to production.

Environment: Force.com- (Sales cloud; Service cloud), Apex Data Loader, HP - Quality Center, JIRA, MS Office 2007, Windows XP.

Confidential, Des Moines, IA

Systems Analyst

Responsibilities:

• Worked closely with corporate stakeholders and business users for detailed understanding of the opportunities for improvements of systems in order to gather requirements and prepare the Business Requirement Document to define the specifications and business value of the system.
• Identified High-Level Requirements for developing and documenting detailed business requirements.
• Business and technical analysis and design support and development of requirements documentation
• Conducted JAD sessions with the stakeholders, end users and SME, to determine the critical business processes and identify key functional requirements for the Loan Origination system adhering to the Mortgage Servicing Industry practices and FDIC guidelines.
• Planned and implemented the rollout of the core lending platform across all the banking channels (Banked Retail, Brokered and Portfolio Lending).
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Created various Salesforce Custom Objects, Custom Settings, Custom Labels, Validation rules, Record types, Custom Tabs, Workflow rule and approval process including Field updates and email alerts.
• Experience in implementing salesforce Web-to-Case, Email-to-Case to generate cases for Case objects.
• Efficiently tested and configured Standard Salesforce.com objects like Accounts, Contacts, Leads, Cases, Opportunities and Custom Objects.
• Used Apex Data Loader to map data sources and loaded data into Salesforce.com.
• Customized the user Roles, Role hierarchies, Profiles and Sharing settings.
• Created Templates, Formula Fields, Triggers, Validation Rules, Workflow and approvals for the flexibility and functionality of force platform application.
• Involved in UAT testing of various enhancements of the mortgage application based on the user stories / requirements using JIRA/ QC.
• Assisted various teams with mortgage application functionalities, and provided business knowledge to various teams.

Environment: UML, JAD/RAD, Salesforce.com Platform, Sales Cloud, Data Loader, Force.com IDE, JIRA, MS Visio, MS Project, Cobra system, Hula, Quality Center, Oracle, Java, Angular JS, Warp, JIRA, Closing Insight Black Knight.

Confidential, Tulsa, OK

Systems Analyst/ Admin- Salesforce CRM

Responsibilities:

• Part of for requirements gathering sessions by coordinating with the business analysts, developers and project managers, in order to better customize, and utilize the full functionality of the Salesforce.com CRM solution.
• Liaison between IT and Business users in order to bridge the gap between Business and Technical objectives.
• Helped in preparing Use case Realization Documents, Business Requirement Document, Functional Requirement Document.
• Efficiently worked with all standard Salesforce.com objects - Accounts, Contacts, Leads, Cases and Opportunities and custom objects.
• Designed and deployed the Custom objects, Page layouts, Custom tabs and various components.
• Developed and managed complex workflows, approvals, validation rules, assignment rules.
• Defined the lookup relationship and master-detail relationship on the objects that helps in associating the records and defining a parent-child relationship in which the master object controls certain behaviors of the detail object respectively.
• Effectively created the picklists, dependent picklists and junction objects to establish the connectivity among objects.
• Worked effectively to ensure that the data is protected and is made available to the authorized users by customizing the user Roles, Role hierarchies, Profiles and Sharing settings.
• Used data loader in migrating data from legacy systems to salesforce and to insert, update, bulk import or export of data from salesforce.com.
• Worked with Service cloud - case management functionality.
• Implemented Web-to-Case, Email-to-Case to generate cases for Case objects.
• Helped in Functional, regression, smoke, data testing and end to end deployments across environments.
• Managed the Standard and custom objects and reports using Salesforce, across business functions including Life and Auto insurance to deliver key insights for the marketing South Central Marketing team.
• Improved marketing business processes and related systems including analyzing and researching complex system problems, as well as coordinating with agents and field specialists as necessary in the SCMA area.

Environment: s: Saleforce.com platform, Agile, Apex Language, Visual force (Pages, Component and Controllers), Pages, Data Loader, S-Controls, HTML, Apex Triggers, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in, QC, Six Sigma, SQL, Java, EOM, Prospect Management, Confidential internal sales and marketing tools, Salesforce.com, SAP XCelsius, Business Objects, SharePoint, RPM.

Confidential

Business Systems Analyst

Responsibilities:

• Facilitated goals and directives to ensure project completion according to business and technical requirements for trading instruments (Derivatives, Commodities, Equity, Futures, Forwards)
• Defined and documented complex business system requirements and developed Functional specifications.
• Prepared detailed Business documents, supporting new requirement to be enhanced in the application and closely interacted with end-users, stakeholders, and customers.
• Provided an overall scope of strategic goals as the subject matter expert to the client s needs as well as system functionalities.
• Recommended process and system enhancements to improve business performance and maximized the effectiveness of available technology (RFI and RFP).
• Developed key project deliverables including requirements specifications, use cases, system test cases, and training, documentation of user manuals for projects of low complexity.
• Troubleshoot data issues and understood how data feeds impacted the application.(3000Xtra, DataScope, Eikon, Venus)
• First point of contact for business high severity escalations for issues regarding Thomson Reuters business management tools, for various clients including Bank of America, J.P. Morgan Chase, Nomura, Goldman Sachs, E.Y
• Served as a subject matter expert for business processes and related systems including analyzing and researching complex system problems, as well as coordinating with vendors and other parties as necessary.
• Used Business Objects for various Finance reports, and analyzed data flow of Reuters financial tools including Thomson 3000Xtra, Data Scope and Thomson Reuters Eikon.
• Analyzed/Researched complex system problems, coordinated with vendors and other parties and coordinated with cross regional teams in AMER, EMEA, APAC and tracked down issues to resolution.
• Developed documents and communicated alternate workarounds for system defects until system solutions were implemented and monitored escalations from vendors in all regions.

Environment: SDLC- Hybrid-RUP / Agile, MS office Suite, MS Visio, MS Project, Windows XP, ITSM, SQL, Java, Reuters 3000 Xtra, SAP BO, Thomson Data Scope, Thomson Reuters Eikon, Dealing/Matching, Thomson Trading tools, Bloomberg

Confidential

Business Systems Analyst

Responsibilities:

• Liaison between IT and Business users in order to bridge the gap between Business and Technical objectives.
• Used UML/RUP to develop requirements to architect a solution.
• Identified High-Level Requirements for developing and documenting detailed business requirements using Rational Requisite Pro.
• Prepared Use Cases and detailed screen layouts with regards to various types of application interactions.
• Implemented Rational Unified Process (RUP) in terms of disciplines and phases, each consisting of one or more iterations.
• Performed Gap analysis for tracing requirements.
• Participated in JAD/RAD sessions to understand the detailed requirements.
• Created test plans per business and technical requirements.
• Work with business owner and user groups to set policies and prioritize software releases.
• Participated in design walkthroughs and verify test scripts and results.
• Participated in UAT (User Acceptance Testing) and made sure the application matched the requirements.
• Participated in Change management activities.
• Adhered to the ITIL process and helped all SAP teams to understand the process and made sure all defects were fixed following the Incident management process.
• Worked with the developers to find out the root cause of the incidents and prepared detailed report and followed the problem management process and coordinated with the project managers to discuss a plan to reduce incidents.
• SAP security testing of roles, profiles and authorization.
• SAP test data migration server activities from sender, receiver and control system.
• Prepared User Guides, Release notes and Training material and shared via Knowledge management in HP Service center.
• Interacted with other teams through walk-through, teleconferences, to resolve various business/ system issues.

Environment: HP Quality Center, SQL, ITIL, HP Service Center, SAP ECC, SAP TDMS, SAP ABAP, Web Services, RUP, UML, JAD/RAD, CRM, MS Visio, MS Project, JAVA, MS EXCEL.