SUMMARY

• Certified Salesforce Consultant (ADM 201 certification) 8 + Years of IT experience as a Functional Consultant, Business Analyst, SFDC Administrator and Project Coordinator.
• Experience in complete life cycle of project development (SDLC)including System Analysis, Design, Development, Testing and Deployment across with enterprises in FMCG, Technology, Media, Logistics, and Investment businesses.
• Expert in Requirement Gathering, Product Life Cycle Management, Project Management, Agile & Waterfall Methodologies, Scrum meeting facilitation, Managing Priorities and Deliverables between Multiple Business and Technical Teams.
• Hands on experience in conducting Joint Application Development (JAD), Conference Room Pilot (CRP) sessions.
• Significant expertise in creating BusinessandFunctional Requirement Documents, Use Cases,Process flows, Sequence diagrams,Wire Frames using MS Word and Visio.
• Extensively worked on creating and documenting user training manuals for SFDC usage during User Acceptance Testing.
• Knowledge of Salesforce setup menu, Standard Configuration, Custom Application Development, Administration, Data Migration and Integration, Deployment of applications to Force.com platform.
• Executed SFDC best - practices, including configuration, user management, system management, data management, reporting, integrated tools, etc.
• Well versed in analyzing of CRM business processes that include Forecasting, Campaign management, Lead Management, Order Management, Account Management, Case Management.
• Extensive exposure to Usability testing, End-to-End testing, System testing, Regression testing and User Acceptance testing (UAT).
• Ability to work with individuals at all levels and areas of the organization, including IT Management, international teammembers, technical, and non-technical associates.

TECHNICAL SKILLS

CRM Applications: Salesforce.com Sales Cloud, Service Cloud, Marketing Cloud, Force.com, Microsoft CRM Dynamics

Configuration Skills and Support: SFDC Standardand Custom Object Configuration and Development. Field creation, Page Layout creation/editing, Related List customization, Record Types, Field Level and Object level security, Role Hierarchies, Sharing models, Workflows, Field Updates, Email Alerts, Task Creation. Reports, Dashboards, Formula Fields and Cross Object Formula Fields Configuration Skills, Overall User Management, Post go-live support (Tier 1,2 and 3) Security and Sharing Model, Email and Document Templates.

SFDC and PM Tools: Data Loader, Base Camp, SharePoint, Service Desk, Version One

Knowledge Areas: Business RequirementsAnalysis, Gathering, Design, Testing, Implementation and Integration, Production Support and Maintenance.

PROFESSIONAL EXPERIENCE

Confidential - Atlanta, Georgia

Functional Analyst

Responsibilities:

• Participatedin meetings with client subject matter experts (SMEs) to elicit, clarify, and confirm business requirements.
• Created and authored two functional requirements documents as assignedand received great feedback for meeting Coke IT standards and timelines.
• Interacted withvarioususer groups to derive the functional requirementsand developed Use Cases,involvedinidentificationand definition of actors.
• Perform functional analysis of the client's current business processtoproactively identify problems, complexities,dependencies,on-value-added steps, and inefficient workflows that could be improved.
• Analyzed the existing application and understand the logic behind the existing processes.
• Schedule, attend, and run meetings with business or multiple business groups and documents moderately complex to complex business processes with minimal guidance.
• Researchedimplementation alternatives and provide design recommendations to both user community and technical team.
• Developed and maintained standard project documentation including businessrules/requirements, action items, agendas, minutes, status reports and project plans.
• Reviewedand Confirm technical requirements drafted by IT or partners and participated in systems discussions.
• Evaluated decisions and processes to ensure they are in the best interest of customers and company goals.
• Interacted with the technical and the business team to take business and implementation decisions to review the solution approach and reviewed designand aligned to the Coke IT configuration guidelinesand structure.
• Held walkthroughs with the business and the technical team in order to communicate enhancement requests and to answer and clear all their queries.

Confidential - Philadelphia, PA

Salesforce Admin and Business Analyst

Responsibilities:

• Make an assessment of Salesforce usage for a specific business user group and makerecommendations to streamline the existing process.
• Input Partner Manager Activities, Business contacts and notes, accumulated over a period of 9 months.
• Worked independently to sort through emails, spreadsheets, andweeklystatusreports to extract past activities and contacts and log opportunities mapping the stages in the sales pipeline.
• Performed knowledge transfer/training with partner managers.
• Prepared business rules and best practices document for business users on how to navigate through Salesforce, how to use reports and dashboards for tracking the Sales opportunities.

Confidential - Northbrook, IL

Salesforce Business Analyst

Responsibilities:

• Participated in all levels of the Salesforce lifecycle including planning, configuration and development of custom objects, fieldsand integrations with other business applications.
• Acted as Functional Lead, Analyst and Scrum Master. Conducted Requirements Gathering, Business Analysis and Coordinated Project deliverables between 15+ cross functional teams in product management, marketing and technical teams in a SaaS, Agile and Scrum Environment.
• Accountable for certain project deliverables and documents as well as project outcomes and quality.
• Worked with Solution Architecture and product teams to identify and define the business needs and find the solutions to fulfill business requirements in Scrum Agile environment.
• Documented and shared the requirements with other Salesforce.com consultants for further implementation.
• Created Executive Team dashboards; these dashboards consistedof current month sales, forecast, and activity, YTD sales, Marketing effectiveness by campaign, forecasted sales by campaign.
• Worked on a B2B CRM implementation solution which merged sales, marketing, and customer service and support databases using Salesforce Marketing Cloud platform.(Database Marketing campaigns and Marketing Automation)
• Customized tabs for among different business users groups and business centers.
• Created various profiles and configured the permissions based on the organizational hierarchy requirements.
• Created the workflows for automated case routing, entitlement managements, alerts and other processes.
• Performed the role of support engineer for the internal users and helped them in getting used to the application, generated reportsand saved them for further access to the users.
• Implemented Email-to-Case, Web-to-Case entry and manual case entry for entering customers'cases in Cases Tab.
• Supported the data migration activities formigratingthedatafrom various business centers andbusiness center users with the support ofSaleforce.com.
• Involved with Salesforce.com Premier Support and handled the support cases with the help salesforce.com support.
• Used the sandbox for testing and also performed User acceptance testing.
• Used Apex Data Loader for various data related operations like data inserting, deleting, and exporting.
• Created various Reports (summary reports, matrix reports, pie charts, and graphics) and Report Folders to assist Service managers to better utilize Sales force andconfigured various Reports and for different user profiles based on the need in the organization.
• Created Customized dashboards for the service representatives and case team members to keep track of the cases assigned to them and to share insight across the company.
• Worked to build relationships with cross-functional team members to ensure successful implementations of company and department wide projects.

Confidential - Fort Lauderdale, FL

Salesforce Business Analyst and Project Coordinator

Responsibilities:

• Functional Business Lead and SFDC Technical Lead for Contact Center Group. Coordinated Requirements Gathering, Product Development, Project Management, Planning and Scoping & Release Management.
• Implement new and upgrade existing application and application functionality as assigned.
• Maintain proper documentation for work flow processes, LOVs, Migration plans, standard operating procedures, topologies, and web statistics in accordance with business requirements.
• Maintained the RequirementsTraceability Matrix (RTM) across the deliverables of a project.
• Created As-Is and To-Be process map diagrams. Analyzed the Scope of the Requirements, and managed requirements to avoid Scope Creep.
• Apply focused knowledge of processes, according to area ofdevelopment, to the data requirements, automated business solutions, integration issues.
• Work with team members in technology areas in ways that comply with architectural standards and established methodologies and practices.
• Participate in the discussionof solutions for business issues and projects.
• Support the development of internal tools, deployment solutions, and processes for the development team.
• Analyze functional components and design technical solutions for two or more functional areas as directed by management.
• Complete proper testing of the assigned task, arrange service from software provider, monitor progress and document incidents according to departmental SLAs.
• Document important flows / processes for modules and projects assigned.
• Create weekly report to inform management of the status of assigned tasks.
• Update theenterprise project managementtool as required.
• Troubleshoot a wide variety of standard to complex problems and identify solutions within broad applications and functional expertise.
• Acted as Scrum Master for 2 Scrum teams with a focus on guiding the teams towards improving the way they work.
• Facilitated Sprint planning, retrospective and sprint demos, and cross-team coordination.
• Conducted User Story workshops using an Iterative method (Agile Scrum Process) for specific projects.
• Maintained relevant metrics that help the team see how they are doing, and report team progress to senior management.
• Strongly serve and support the Product Owner and Development Team and involved extensively in creating and designing user stories for Product Backlogs.
• Act as an advocate/evangelist for the Scrum process and to help to spread agile values throughout the organization.
• Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization.
• Created custom Dashboards for manager's home page and gave accessibility to dashboards for authorized people.

Confidential, Harrisburg, PA

Business Analyst and Salesforce Admin Support

Responsibilities:

• Lead SFDC Sales & Service Cloud Integration for New Product Sales and Service Groups.
• Identify business needs, and the costs and benefits of addressing them technically.
• Develop and manage comprehensive solution-based requirements.
• Formulate business specifications to develop and implement technical solutions.
• Bridge the gap between business and IT with common project definitions and requirements.
• Use data modeling techniques to analyze and improve business processes.
• Perform system administration, configuration, and support for Salesforce.
• Work as a team with other Salesforce Administrators in anagileenvironment.
• Work closely with Business Analysts, Developers and Project Managers to deliverSalesforce features and improvements.
• Design and deploy applications, tabs, workflows, approval processes, list views, knowledge tools, page layouts, objects, fields, dashboards, reports and other Salesforce solutions.
• Used Apex Data Loader for various data related operations like data inserting, deleting, and exporting.
• Worked on the web-to-lead functionality which directs leads to Salesforce CRM.
• Work closely with end users, IT service desk, application support, infrastructure and developers to resolve Salesforce bugs or issues.

Confidential, Stamford, CT

Salesforce Admin and Business Analyst

Responsibilities:

• Involved in project OneStep 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.
• 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.
• Worked 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.
• Performed Data Analysis and migrated data from SQL Server database to Force.com platformusing Data Loader.
• Designed different Communication templates.
• Created Workflow rules and defined related tasks, email alerts, and field updates to automate various manual processes.
• 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.

Confidential, Secaucus, NJ

Business Analyst

Responsibilities:

• Responsible for creating the business functional requirement specificationdocs for one of the componentsfor the Reservation system used by the agents.
• Created and validated test cases, test scenarios for Price Engine to help the testing team.
• Assisted business users in user acceptance testing.
• Created use cases and diagrams for the business team to understand the business requirements.
• Analyzed the defects/errors reported in Quality Center and assign them to developers after understanding its priority/severity.
• Created test management and defect management reports and matrix.
• Created requirement matrix and gap analysis documents for the project team
• Involved in back end testing to validate data in database by select query statement in SQL.
• Interacted with stakeholders, SMEs, agents at various levels to understand their needs/business problems
• Captured project metricstowards progress on development of interfaces, CRs and resolution of defects
• Created high level process flow diagrams, wire frames, architecture diagrams when needed.
• Created and updated IT operational process documents for the business team
• Analyzing dataand create reports based on the analysis
• Integrated business team with IT operations by creating process-driven documents
• Created/updated training documents for reservation agents.
• Maintained and managed documents in the SharePoint site Maintained the standards and training documents for the reservation agents in SharePoint
• Performed complete estimation of requirements and came with development schedule.
• Identified critical system test cases and recorded the same in the System Test Plan.
• Provided guidanceto developers with respect to domain as well as technology.

Confidential

Business Analyst

Responsibilities:

• Performed GAP Analysis to analyze the current system and worked with internal users to help define system requirements.
• Defining requirements for product control and risk management end of day feeds.
• Facilitated various JAD sessions with development architects and business leads to develop both high-level and detailed application architecture to meet business needs
• Analyzed and prioritized user and business requirements as system requirements that must be included while developing the software.
• Responsible for scheduling meetings with users, SMEs and stakeholders to identify problems, resolve issues and improve the process to ensure a stable and accurate solution.
• Worked collaboratively with the User Group, User Experience Analysts, and System Analysts to help document custom and system modifications.
• Developed Traceability Matrix for maintaining/updating current and new system requirements using MS Excel.