SUMMARY

• Over 7+ years of experience as an IT professional, committed to maintain cutting edge technical skills and up - to-date industry knowledge including 4+ years of experience as a Salesforce CRM Administrator, Developer and Consultant and also 1+ year experience as a Jr. Business Analyst.
• Strong knowledge of Salesforce sales, marketing, service and support automation.
• Good experience in the complete life cycle of project development (SDLC) including System Analysis, Design, Development, Testing and Deployment.
• Hands on experience in Salesforce.com configuration in creating the Custom Objects, various types of Custom fields, buttons, links, Record types and Custom Formula Fields.
• Experienced in administrative tasks like Creating Roles, Profiles, Users, Email Services, Page Layouts, Workflow Alerts, Tasks, Actions, Reports and Dashboards.
• Expertise in standard Sales force configurations that include workflow rules, page layouts, Record Types, Approval Processes, Assignment rules and Validation rules.
• Experience in SFDC development using Apex classes and Triggers, Visual Force, Force.com IDE, SOQL and SOSL.
• Implemented various advanced fields like Picklists, Custom Formula Fields and Field Dependencies.
• Experience in customizing Sales force CRM for generating Web-to-leads, Web-to-cases and Email-to-case.
• Proficiency working with standard business objects and developed Custom Objects and Visual force pages using Apex and Visual Force Programming on Force.com Platform
• Implemented security and sharing rules at object, field, and record level for different users at different levels of organization. Also created various profiles and configured the permissions based on the organizational hierarchy
• Proficient in Data Migration from Traditional Applications to SalesForce using Import Wizard and Data Loader Utility.
• Worked on the designing of custom objects, custom fields, role based page layouts, custom Tabs, custom reports, report folders, report extractions to various formats, design of Visual Force Pages, and various other components as per the client and application requirements
• Experience in working with Salesforce.com sandbox and production environments
• Experience working with Eclipse IDE and Force.com Plug-in environment.
• Proficiency in installing App Exchange applications.
• Certified Salesforce Developer
• Have good knowledge about Java Concepts.
• Extensive knowledge of Siebel
• Experience in web technologies including HTML, XML, CSS, JSP, JavaScript.
• Experience in writing DDL, DML and SQL queries, PLSQL packages, procedures, functions and triggers in Oracle 9i/10 g databases.
• Experience in providing production support, analyzing the cause and fixing it.
• Excellent analytical, troubleshooting skills with good documentation skills.
• Team player with good Interpersonal skills, strong understanding of fundamental business process, excellent communication, organizational and problem solving skills.
• A quick learner to new concepts, Applications and implement them in the project successfully.
• Self-sufficient, flexible, and motivated team player capable of managing several activities simultaneously and accustomed to working in both large and small team environments.

TECHNICAL SKILLS

SALESFORCE TECHNOLOGIES: Salesforce SFA, Salesforce CRM, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, SOAP, REST, JSON, Visual Force Pages / Components, Apex Web Services, AJAX, Workflow & Approvals, Analytic Snapshots, Boomi, Pervasive, JitterBit

SALESFORCE ADMIN: Define Roles, Profiles, Users Configure objects, fields and page layouts, Configure Workflow Rules, Validation Rules, Define Pick lists, Dependent fields, Configure web-to-lead, Web-to case, Email-to-case, Configure Tasks, Alerts, Implement security and sharing rules

SALESFORCE TOOLS: Force.com Platform (Sandbox, and Production), Force.com Eclipse IDE Plug-in, Force.com Explorer, Force.com Data Loader, Excel Connector

DATABASES: SQL, PL/SQL, Oracle 8i/9i/10g, MS Access, and MySQL

LANGUAGES: C, C++, Java, Java Script, JSP, HTML,XML, XHTML, DHTML, CSS and Java Scripts

WEB DESIGN TOOLS: SQL Query Analyzer, SQL Profiler, Adobe Photoshop, Dreamweaver, MS Office, Visio 5.0, Adobe Acrobat Pro, Adobe Flex Builder.

DATABASE: Oracle 8i/9i/10g, MS Access and MySQL.

OPERATING SYSTEMS: Windows XP /ME /2000 /NT /98 /95, MS-DOS, Unix, Linux

PROFESSIONAL EXPERIENCE

Confidential, McLean, VA

Salesforce Admin/Developer

Responsibilities:

• Worked as enhancement team member and performed the roles of Salesforce.com Administrator and Developer in the organization.
• Involved in complete development cycle requirement gathering, design, development, quality assurance, testing, maintenance, and support.
• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Worked on various salesforce.com standard objects and custom objects.
• Customized tabs and worked with various standard objects including Accounts, Contacts, Leads, Campaigns and Cases.
• Designed, Implemented and deployed the Custom objects, Page layouts, Custom tabs, Components, andVisual force pagesto suit to the needs of the application.
• Created various profiles andconfigured the permissions based on the organizational hierarchy requirements.
• Created the workflows for automated lead routing, lead escalation, alerts and custom coaching plans.
• Implemented various Custom Reports and deployed them for different business user levels.
• Created page layouts, search layouts to organize fields, custom links, related listsand other components on a record detail and edit pages.
• Designed, developed and deployed Apex Classes, Controller Classes, Extensions and Apex Triggers for various functional needs in the application
• Developed various Batch Apex classes and scheduled those using Apex Schedulable classes on hourly basis.
• Developed Apex Triggers, Apex Classes and Apex Test execution to handle bulk records within the governor limits to automate business logic
• Implemented Service Cloud Functionality, MultiOrg, Communities in Salesforce
• Performed various testing, which includes, Unit testing, integrating testing, and performance testing of various applications and systems
• Analyze and mitigate bugs and issues which are identified during each testing phase.
• Experience with Outlook Integration, Single Sign On (SSO), and Salesforce to Salesforce functionality’s.
• Sound experience in Integration of Salesforce.com applications with external systems using SOAP and REST Web Services
• Good knowledge of development in Agile Software development environment.
• Integrate of Application with Salesforce.com with using SOAP web services API and Oracle SOA.
• Created email templates and inbound emails using Visual Force for clients and customers
• Created Custom Junction Objects and defined lookup and master-detail relationships on the objects.
• Created approval workflow and defined related tasks, time-triggered tasks, email alerts and field updates to implement business logic.
• Implemented escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Provided user support and bug fixing activities as per the SLA.
• Managed Operational requests and trouble shoot issues, working with diverse groups.
• Worked with Business Analysts in solving various cases related to configuration issues and user login issues.

Environment: Saleforce.com platform, Apex Language, VisualForce (Pages, Component & Controllers), Workflow & Approvals, Reports, Custom Objects, WSDL, Custom Tabs, Email Services, Security Controls, Windows.

Confidential, Memphis, TN

Salesforce Admin/ Developer

Responsibilities:

• Interacted with various business team members to gather and document the requirements. Implemented the requirements on Salesforce.com application usingForce.com extensions
• Used force.com developer toolkit including visual force pages, apex classes, apex controllers and apex triggers to develop custom business logic.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards) to assist managers to better utilize Salesforce as a sales tool.
• Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Extracted the Salesforce CRM information into BI Data Warehouse using Force.com API/Informatica to provide integration with oracle financial information to perform advanced reporting and analysis.
• Designed, and deployed the Custom objects, Entity-Relationship data model, validation rules on the objects and tabs, Page layouts, Custom tabs, Components, Visual Force Pages to suit to the needs of the application.
• Used Enterprise WSDL and developed Inbound Custom Web Services to expose native logic to external clients.
• Implemented Test Classes to cover positive and negative use cases for Classes and Triggers and achieved close to 100% coverage.
• Implemented Salesforce Chatter functionality for one to many business users.
• Added Budget object to the Campaign resulting into ability for managers to effectively allocate budgets and review based on budget reporting.
• Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
• Modified and deployed workflows wherever necessary.
• Integrated the web services by generating the necessary stubs from the WSDL files for extracting the data from the home grown applications by using the home grown web services.
• Maintained processes of CSV import file updates for customer records into Accounts, Contacts using Data Loader and Import Wizard.
• Experience in deployment from Sandbox to Production using Force.com Migration Tools like Force.com IDE, ECLIPSE IDE, ANT Tool and Change Sets
• Integrated Salesforce CRM with WebMethods and ERP explicitly using web services API.
• Extensive knowledge working in an onshore/offshore model

Environment: Windows XP Pro, Force.com Platform,Salesforce Enterprise Edition, Salesforce.com Custom/Standard Objects, Custom Tabs, Page Layouts, Force.com Web Services API, Apex, SOQL/SOSL Queries, WSDL, Email Services, Security Controls, Workflow & Approvals, Reports, Eclipse, Force.com Eclipse Plug-in, SalesForce.com Sandbox, Email Services, Security Controls, Sandbox data loading, HTML, Java Script, CSS, SOAP.

Confidential

SalesForce Developer

Responsibilities:

• Interacted with various business user groups for gathering the requirements for salesforce.com CRM implementation.
• Responsible for migrating opportunities and quotes initially using data loader from legacy Clarify CRM to Salesforce.com using Apex Data Loader.
• Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and groups.
• Implemented Apex Classes & Triggers and linked them to manage the workflows Implemented in the system.
• Involved in setting up field level access for each custom object created based on the user’s role within the organization.
• Implemented case management automation (on Case Object) to track and solve customer’s issues.
• Implemented Email-to-Case entry and manual case entry for entering customer’s cases in Cases Tab.
• Worked with Apex Classes, Apex Triggers and Visual force pages.
• Maintained user roles, security, profiles and workflow rules wherever necessary
• Wrote various queries in generating reports using combination of custom objects and standard objects
• Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people
• Developed Custom Objects, Custom Reports and dashboard on regular basis for the sales performance and lead generation statistics
• Strong technical background on the following technologies: Java/J2EE and XML. SOAP, WSDL, .NET
• Proficient creating custom user interfaces with Visualforce, developing custom business logic in APEX, writing test classes
• Sound experience in Integration of Salesforce.com applications with external systems using SOAP and REST Web Services
• Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.
• Involved in data mapping and migration of data from legacy systems to SalesForce.com Objects and fields.
• Experience with Outlook Integration, Single Sign On (SSO), and Salesforce to Salesforce functionality’s.
• Extensive knowledge working in an onshore/offshore model
• Data management, SQL and RDBMS technologies, SOA design principles
• Customized page layouts for Opportunity, Contacts and Accounts depending upon user roles and groups.
• Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com subjects. Used it to read, extract and load data from comma separated values (CSV) files.
• Experience with components of the Salesforce.com developer toolkit like Apex Controllers and Triggers, Visualforce, Force.com IDE, Migration Tool, Web Services)
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects

Environment: Saleforce.com platform, Apex Language, Visual Force Pages, Data Loader

Confidential

Saleforce Developer/Salesforce Admin

Responsibilities:

• Interacted with various business user groups for gathering the requirements for Sales Force implementation and documented the Business and Software Requirements.
• Involved in SFDC application support for end users.
• Worked with field & page layout customization for the standard and custom objects like tabs, fields, pick lists, rollup summary as per the business need.
• Designed System Configuration Enhancements (Dashboards, Reporting, Page Layouts, Sharing Rules, Role Hierarchy, etc.)
• Develop and Deploy apex classes and triggers from test environment to production using eclipse migration tool
• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Data Migration from Legacy Front Range to SalesForce
• Customized tabs for among different business users group and Business centers.
• Develop and Deploy SFDC Integrations with SAP and other applications using .Net environment and Force API
• Created Sharing rules, Assignment Rules and Escalation Rules for Cases
• Created and used Email templates in HTML and Visualforce.
• Involved in reports development
• Customize Salesforce.com page layouts, fields
• Develop Validation rules and workflows
• Involved in User Management - Creating users, Roles, Profiles.
• Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization

Environment: Saleforce.com platform, Salesforce Administration, Apex Language, Visual Force (Pages, Component & Controllers), Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in

Confidential

Responsibilities:

• Acquire new relationships
• Deepen existing relationships through profiling and uncovering additional needs
• Evaluate client’s financial needs and recommend products to meet their needs
• Process and close Home Equity Loan, Auto Loan, and Personal Loan applications
• Answer inquiries regarding checking and savings accounts and other bank related products
• Initiate and open new accounts
• Maintaining high level of personal sales
• Answer inquiries regarding checking and savings accounts and other bank related products
• Receive and verify loan payments, mortgage payments and utility bill payments

Environment: CRM, MS Word, MS Excel, MS Access, MS Powerpoint, Outlook

Confidential

Business Development Executive/Database Admin

Responsibilities:

• Confidential technologies offers enterprise packaged solutions such as SAP, JD Edwards, and oracle e-apps.
• Was working closely with the marketing and sales department to generate leads and converting into deals and closing orders
• Responsible for generating leads using phone calls and emails, maintained marketing and contacts database to generate leads.
• Also, gathered requirements and information and performed requirement analysis to filter out potential leads and deals.
• Used to focus and quality leads, Lead Scoring -rated the leads as hot, warm and cold leads, while focusing on hot leads and Lead nurturing.
• Worked on Customer relationship management and was involved in one to one relationships with leads and maintained engagement till lead maturity.
• Tools Used - MS Office, research database

Environment: Java, SQL, J2EE, PL/SQL, HTML, JavaScript, Oracle8i, UML, Eclipse, Microsoft Office.

Confidential

Quality Assurance Analyst

Responsibilities:

• Monitor, analyze and evaluate the quality of service delivered across the company’s customer service projects.
• Monitor operations to ensure conformity to established processes, procedures and Service Level Agreements (SLA).
• Regularly improve service delivery by developing and implementing process improvement initiatives.
• Monitor and evaluate telemarketing and outbound call campaigns to ensure customer retention and continuous flow of profit
• Monitor service recovery efforts to ensure prompt resolution of escalated customer queries
• Regularly monitor and evaluate special outbound campaigns targeted at High Net Worth customers to maximize profit.
• Compilation and Graphical Presentation of Data from the Cisco Unified IC Reporting and Oracle Business Intelligence Discoverer database
• Regularly provide feedback to Management on customer perception of the company, its products and services
• Coach Customer Care Associates based on identified skill gaps in order to improve productivity and performance
• Monitor and measure adherence to standards at the different customer touch points (call center, walk in centers and helpdesk) by conducting evaluations/spot checks.
• Maintaining a quality management framework and prompting process improvements
• Provide continuous feedback to relevant stakeholders regarding the levels of service being delivered.
• Highlight training needs that were identified in every customer touch point.
• Analyze, summarize and review data; report findings, interpret results and make recommendations on specific trends that develop at the customer touch points.
• GSM technology, Handset/Phone repairs, troubleshooting, upgrades and configurations.

Environment: Java, SQL, RMS, MS Access, MS Project, Data Warehousing, Data Cleansing, MS Excel, MS Word, MS Powerpoint, Windows XP, Minsat, Telnet, Remedy/Salesforce CRM.

Confidential

Customer care consultant

Responsibilities:

• Ensuring good Customer experience and Customer Retention via Customer Relationship Management techniques
• Up-selling and cross-selling company products over the phone
• Conduct customer feedback surveys
• Attending to customer enquiries, complains, and noting suggestions
• Escalating customer issues requiring higher level support
• Trained in the art of proper telephone etiquette
• GSM technology, Handset/Phone repairs, troubleshooting, upgrades and configurations

Environment: SQL, RMS, MS Access, MS Project, Data Warehousing, Data Cleansing tools, MS Excel, MS Word, MS Powerpoint, Outlook, Windows XP, Minsat, Telnet, Remedy CRM.

Confidential

System Engineer/Network Administrator

Responsibilities:

• Create customized applications for smaller tasks to enhance website capability based on business needs.
• Ensure web pages are functional across different browser types; conduct tests to verify user functionality.
• Verify compliance with accessibility standards.
• Assist in resolving moderately complex production support problems.
• Investigate and resolve matters of significance for end-user problems and escalate if necessary.
• Provide support for business system analysis and process definition to enhance site functionality.
• Work with end users to address requirements, usability, accessibility, security and change requests to ensure website functionality.
• Create test plans and report test results.
• Repairs of faulty System units and Laptops, Maintenance, Troubleshooting and configuration of company’s work station.
• Maintained Internet facilities and provided support services for Internet users
• Monitor company’s cyber café’s LAN/WAN to ensure optimal functionality
• Repairs and installation of faulty Monitors, UPS, and other Electronics Equipments
• Responsible for the Electrical installation and wiring skills
• Installation, maintenance of Digital Satellite T.v Equipments (KU Band and C Band).
• Design, maintenance and repairs of D.C to A.C Inverters
• Overseeing the daily running of the organization
• Installation, Configuration and maintenance of LAN, VOIP, VSAT, Switches and Routers
• Handset/Phone repairs, troubleshooting, upgrades and configurations

Environment: Windows XP, Windows 2000, Linux, Java, J2EE, JDBC, JSP, HTML, Java Script, MS Excel, MS Access, MS Word, MS Powerpoint, Outlook