SUMMARY

• Salesforce.com consultant with an overall 7+ years of IT experience and 6+ years of Techno - functional experience in Salesforce.com (SFDC) as Salesforce BA with Administrator.
• Extensive IT experience and technical proficiency in the field of salesforce teamed with Business Requirement Analysis, Data Modeling, Design, Development & testing and full life cycle Implementation.
• Experience in the Lightning component framework, Events, Open-source Aura framework, developer Console and in lightning components.
• Extensive experience in liaising with stakeholders in devising Business Strategy for Revenue growth and Operational Excellence.
• Expertise in SFDC Administrative tasks like creating Objects, Fields, Users, Roles, Profiles, Page Layouts, Approvals, Workflows, Validation rules, Reports, Dashboards, Sandboxes, Permission Sets
• Experienced working in DevOps, AGILE and Safe methodology.
• Expertise in analyzing and reviewing business requirements for Requirement Traceability Matrix and Use-case validation
• Experience in working on security and sharing rules Confidential object, field and record level for different users Confidential different levels of organization
• Expertise in writing SQL queries and used SOQL/SOSL Queries to retrieve data
• Designed use case, activity, and class diagrams to extract business process flows assisting DEV and QA teams with requirements
• Adapt in conducting Joint Application Design (JAD) sessions for requirement, feasibility, and risk analysis with various stakeholders, including designers, developers, QA and management to identify critical and high-risk areas of the application, requirement reviews and system walkthroughs and providing training
• Experienced in working across various SFDC implementations covering Sales Cloud, Service Cloud, Marketing cloud, Voice and chat integration, Veeva CRM, Call center, CTI Integration and Chatter
• Hands-on expertise on data analysis through reports & Dashboards
• Have good understanding on object data model of Sales Cloud related objects such as Opportunities, Quotes, Quote Line Items, Products and Price books
• Expertise in creating user acceptance test plan for validating the user interface and functionality of the application
• Managed individual test cycles, reported bugs and worked with analysts and developers to resolve problems
• Expertise in executing test cases and finding defects by utilizing log files on the servers for capturing exceptions/errors
• Good exposure on Agile Methodologies and applied knowledge on principles of agile methodology in project execution, experience on DevOps code management in Copado, Jenkins, GitLab, GitHub and Bitbucket.
• Excellent Leadership, strong communication, organizational and interpersonal competencies along with detail oriented and problem-solving skills in the technology arena. Team player with ability to work effectively with all levels of organization and individually as well.
• Ability to meet deadlines and handle pressure in coordinating multiple tasks in a work/project environment
• Acquainted and well versed with CRM processes like Sales, Marketing, Customer Service and Customer Support, Business Processes, and recommended solutions to improve their processes.

TECHNICAL SKILLS

Technologies: Salesforce CRM, Salesforce SFA, APEX Language, Classes, Triggers, SOQL, SOSL, Visual force (Pages, Components and Controllers), APEX Data Loader, S-Controls, APEX Web Services, Dashboards, Workflow & Approvals, Scratch Orgs, Analytic Snapshots and Custom Objects

Business Processes: Service Requests and Activities, Opportunities, Quotes and Proposals, Campaign Management, Case Management, Approval, Data Cleansing and De-duplication

Salesforce.com Modules: Sales Cloud Salesforce automation including Leads, Web to Lead, Accounts, Contacts, Opportunities, Contracts, Forecasts, Price Books, Products Service Cloud Cases, Solutions, Ideas, Customer Portal, Web to Case, Email to Case, Knowledge base, Cases, web to cas

Configuration Skills: SFDC Standard Object Configuration Campaigns, Leads, Accounts, Contacts, Opportunities, Price Books, Products, Assets, Contracts, 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.

SFDC Tools: Data Loader, Connect offline, Salesforce-to-Salesforce, Apex ExplorerImport Wizard, Salesforce.com Data Loader

Platform: UNIX, Linux, Windows vista/XP

Databases: Oracle 11g, Teradata, MS Excel, MS Access, MS SQL server

Web: HTML, CSS, JSP, SOAP, WSDL,JSF, Ajax, XML

Programming Languages: SQL, PL/SQL, T-SQL, Java, Python

Version Tools: Microsoft Excel, Microsoft PowerPoint, Microsoft Access, Jira, Quick booksMicrosoft Visio, Microsoft SharePoint, Confluence, Trello, GitLab, Bit Bucket, GitHub, ANT, Change Sets, Workbench, Visual Studio, SFDX, Copado, Involved in Design, code and peer review

PROFESSIONAL EXPERIENCE

Confidential - San Francisco, CA

Salesforce Business Analyst

Responsibilities:

• Requirement gathering, Analyzing and preparing functional and Technical design documents.
• Involvement in SDLC which includes gathering of business requirements, architecture, design document, planning, development, deployment, and maintenance.
• Performed Risk Analysis and Impact Analysis to be prepared for potential business and technical risks.
• Elicited, analyzed, documented business needs, detailed data requirements by conducting JAD, One-on-One sessions with multiple stakeholders.
• Prepared corresponding artifacts: FRD (Functional Requirements Document), BRD (Business Requirements Document), SRS (System Requirements Specification).
• Led business analysis, system analysis, project management, scrum master for middleware application related to Automated Customer Support System (ACSS).
• Salesforce.com Configuration and Design of Service Cloud, Sales Cloud and Force.com solutions, with an emphasis on Service Cloud solutions.
• Developed various Custom objects, Tabs, fields, page layouts, Related Lists, Entity-Relationship data model, lookup and master-detail relationships on the objects, validation rules, Components.
• Implemented Case Management Automation to track and solve Customer Issues. Implemented Email-to-Case, Web-to-Case to enter generated cases to Case Object.
• Customized user Roles, Role hierarchies, Profiles and Sharing settings to ensure that the protected data is available only to the authorized users.
• Experience in Apex Classes, Apex Triggers, Apex controllers and controller extensions and Apex Test Methods, Voice and Chat integration.
• Experience in Lightning Process Builder and Lightning component framework processes.
• Customized dashboards to provide daily forecasts and track opportunities and customer engagement.
• Customized Reports to track usage for productivity and performance of business centers and their sales teams.
• Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects. Used it to read, extract, and load data from CSV files.
• Experience in writing SQL queries, perform Data migrations and loading from multiple sources like Oracle, XML/Json files using informatica ETL integrations, create mapping documents (Source to Target.
• Worked under the scrum process (JIRA) tool to develop the technical tasks of the project.
• Involved in CTI integration, Avaya and multiple use cases.
• Involved in installing and configuring Managed and Unmanaged Packages.
• Involved in development of Workflow Rules, Triggers, Validation Rules, and other customizations with Salesforce.com
• Performed Change Sets and ANT Script deployments as needed and validated the components before deployment to ensure a smooth process.
• Created Visualforce Email Templates, Mail Merges and also automated Email Process to send instructions to new and existing customers.
• Involved with Salesforce.com 24*7 Premier Support and handled the support cases with the help salesforce.com support.

Environment: Saleforce.com platform, Data Loader, Visualforce Pages, CPQ, HTML, CSS, JavaScript, Visual Flows, Data Migration, Custom and standard applications, Apex Classes, Apex Triggers, Apex controllers, Controller extensions,.

Confidential - Piscataway, NJ.

Salesforce Analyst / Administrator

Responsibilities:

• Develop business architecture using requirements such as scope, processes, alternatives, and risks.
• Analyze client's business requirements and processes through document analysis, interviews, workshops, and workflow analysis.
• Worked on various salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunity, Forecast, Cases, Reports and Dashboards.
• Created different Workflow rules and Approvals for various campaign processes.
• Designed and developed the Custom objects, Validation rules, Page layouts, Custom tabs, Components, Visual force Pages to suit to the needs of the application.
• Implemented lookups, master detail relationships, pick lists, dependent pick lists
• Developed and configured various Reports for different user profiles based on the need in the organization.
• Created email templates and inbound emails using Visual force for the clients and customers.
• Maintained data cleanliness and accuracy by adding custom validation rules, custom formulas, reports and dashboards.
• Participated in the training sessions provided by the Salesforce team and support end users.
• Knowledge on creating Visualforce Dashboards, Lightning Web component UI, Apex Classes, Batch Apex, Apex components, Apex Triggers, SOQL, SOSL, sharing rules.
• Implemented manual case entry for entering customer’s cases in Cases Tab.
• Created custom Reports & Dashboards for service center to determine the number of calls received, made and dropped.
• Involved in Integration with Service Max to provide the Customer Support.

Environment: Saleforce.com platform, Sales Cloud, Marketing Cloud, Veeva CRM, Custom Roles, Email Templates, Reports, Dashboards, Copado, Custom Objects, Custom Tabs, Email Services, Security Controls, Profiles, Permission sets and Approval process

Confidential - Chicago, IL

Salesforce Business Analyst / Admin

Responsibilities:

• Requirements gathering and business design specification for the development of various new and enhancements to the existing business processes
• Participating in Joint Application Development (JAD) sessions with Subject Matter Experts (SME) to extract & understand business objectives.
• Ensuring conformance of product customization to the business specification
• Participate in technical reviews and inspections to verify 'intent of change' is carried through phase of project.
• Facilitating the scrum meetings and managing the processes.
• Analysis of System Problem Reports and providing post-fix testing signoffs.
• Analysis of Problem Requests raised by the Client and Providing Solutions to Problem Requests
• Created custom objects, custom fields, page layouts, search layouts to organize fields, custom labels, related lists, and other components on record pages.
• Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Implement pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects
• Conduct knowledge transfer sessions for associate resources working in SFDC technology

Environment: Saleforce.com platform, Agile, Force.com API, CPQ, Workflow & Approvals, Sales Cloud, Service Cloud, Community Cloud, Marketing cloud, Custom Objects, Project Management, release management, Custom Tabs, Email Services, Salesforce.com Data Loader, Security Controls, Sandbox

Confidential - Lincolnshire, IL

Salesforce Admin

Responsibilities:

• Worked on both Salesforce Sales Cloud and Salesforce Service Cloud.
• Support sales executives by addressing their tickets related to Salesforce queries.
• Interacted with various business user groups for gathering the requirements for Salesforce
• Implemented and documented the Business and Software Requirements
• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs.
• Worked with various salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports and Dashboards and Reports.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Created test scenarios on Sandbox environment, created packages and moved it between Sandboxes and Production environments to place final implementations.
• Created and managed User Roles, Profiles, and Role Hierarchies, Public Groups, Security Controls and Shared Settings.
• Defined Workflows and setup Workflow Rules, Tasks and Alerts and created Workflow Approvals.
• Customized Applications, Page Layouts, Lookup Fields, Standard Related Lists, Tabs, and defined dependent Pick Lists.
• Used Data Loader for insert, update, upsert and bulk import or export of data from Salesforce Objects. Used it to read, extract and load data from comma separated value (CSV) files.

Environment: Saleforce.com platform, Apex Language, Visual Force Pages, Custom Component, Custom Controllers, Workflow & Approvals, Custom Objects, Custom Tabs, Page Layouts, Email Services, Security Controls, HTML, Web Services, Reports, Sandbox.

Confidential - St. Louis, MO

Salesforce Business Analyst

Responsibilities:

• Functioned as the primary liaison between the business stakeholders, operations and the development team throughout the project cycle
• Successfully conducted JAD sessions, which helped synchronize the different stakeholders on their objectives.
• Conducted presentations of the Q/A test results with analysis to the stakeholders and users and documented modifications and requirements
• Used SQL queries for organizing and abstracting data from MS access data bases, created reports
• Conducted meetings with business users and SMEs to identify and gather various Functional and Non-Functional requirements related to Investor Dashboard and long and short-term investment metrics
• Created use case diagrams to facilitate requirements gathering process and ensuring documentation
• Worked on Migration tools Force.com IDE, Eclipse and have knowledge of Change set migration code and configuration from the Dev sandbox to Production.
• Facilitated trainings and demos of Salesforce standard and custom functionality including workflow rules, validation rules, custom objects, custom fields, page layouts, record types, reports, dashboard and list views.
• Facilitated in Release Planning (backlog grooming), Sprint Review Meeting, and Sprint Retrospective Meeting
• Assisted in the preparation of the Smoke Testing and User Acceptance Testing (UAT) stages including establishing testing scenarios, writing test scripts, and documenting successes and failures to relay to the development team for resolution.