SUMMARY

• Over 5 years of experience in Salesforce CRM implementation, support.
• Over 7 years of experience in Oracle e - Business Suite in Implementation, Up-grade, Conversion, Production Support.
• Good expertise and rich experience in pre-sales management, sales management, service request management along with contact center integration pertaining to the CRM space.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Opportunities, Cases, Leads, Campaigns, Reports and Dashboards.
• Extensive experience with Data management and Reporting with strong analytical skills.
• Experience in SFDC Development in implementing Apex classes, AJAX, Triggers, Visualforce, Force.com IDE, SOQL and SOSL.
• Good knowledge in UI Development; use HTML5, CSS, XML, WSDL, SOAP, AJAX, jQuery, JavaScript.
• Experience in Agile/Scrum environment, Waterfall and Iterative Software development methodologies.
• CRM analyst, worked on various Oracle CRM, Salesforce CRM modules and multiple custom CRM process.
• Experience in Administration, Configuration, Implementation and Support of salesforce CRM based on Apex Language.
• Have experience on creating Apex classes, Apex triggers, and Visual force pages.
• Expertise in CRM Modules - CRM Foundation, Oracle Sales, Marketing Online, Oracle Quoting, Install Base, Tele Services, Service contracts, Salesforce
• Functional: Requirements gathering, AS-IS Study, TO-BE processes, GAP analysis, application design & configuration, test script, System Integration Testing (SIT), CRP testing, writing training manuals, training end users and production support.
• Technical: Identify technical gaps, Development estimate chart, architecting system interfaces, designing custom solutions, leading development team, coding, Release rollout Plan and production support.
• Fluent in managing cross-functional relationships with teams consisting of business, senior management, SME, architects, developers, QA and technical writers.
• Experience in talking to all high level management, including C’s of the organization.

TECHNICAL SKILLS

Packages: Salesforce.com Sales cloud, 11.5.10. R12 Implementation, R12 Upgrade Assessment

Modules: SFDC - Sales Cloud Implementation, Marketing, PRM and Support experience CRM - Oracle CRM Sales and Marketing, PRM, Quoting, Custom Service Contracts, CDH, CRM Foundation, Telesales, Install Base, TeleService.

Language: PL/SQL, SQL, UNIX Shell scripting, OAF SFDC - Java, Visual Force, SFDC Triggers, JQuery, SOSL, SOQL, Apex classes, Apex Pages, HTML

GUI: Eclipse, Oracle Forms, Oracle Reports, Oracle WorkflowAnalytical Reporting - OBIEE, OBIA

PROFESSIONAL EXPERIENCE

Confidential

Salesforce Administrator/Developer/CRM Analyst

Responsibilities:

• Salesforce CRM Implementation and Support (Lead Functional Analyst) - was Single Point of Contact for implementation and rollout of Salesforce Sales Cloud Implementation for over 400 users.
• Customer, Partner, and Self-Service Portals, Web-to-Lead, Web-to-Case, Campaigns, Salesforce-to-Salesforce
• The previous application was primarily functioning as sales forecasting application and we designed the same forecasting application using custom and standard objects in salesforce.
• Prepared the functional and technical specification documents.
• Configured Salesforce.com to meet business requirements - including fields, page layouts, workflows and validation rules.
• Created Workflow approvals.
• Created Dashboard reports which are sent to users by email.
• Lead business process discussions and gather requirements from various business teams. Document gathered requirements and put it to solution and implement and develop solution
• Participate from requirements inception to solution delivery and post production support.
• Involved in vendor back off and business process mapping of CRM, Account planning.
• Develop project plan, schedule, and scope of areas implemented.
• Plan, manage, issue tracking and report out the test cycles for SIT, UAT
• Sales Cloud and Service Cloud Implementation/Customization
• Salesforce Outlook integration
• Workflow Rules & Approval Processes, Validation Rules, Custom Objects, Security Controls, Analytics, Reports and Dashboards, Sales & Support Processes
• Developed Apex Triggers, Classes & Pages
• Implemented Oracle Marketing, Lead to Opportunity process, Partner relationship management process.

Environment: - Sales, Marketing Cloud, Eloqua integration

Confidential

Salesforce Administrator/Developer

Responsibilities:

• Worked on complex logics for standard objects Accounts, Opportunities, Contacts, Campaigns, Products, Quotes, Quote Line Items Price books for transferring bulk amounts of data from one system to another system.
• Developed Apex classes and Apex triggers based on the business requirements.
• Worked on Assignment rules for assigning the Leads.
• Designed Technical and functional specs. Also, worked as a liaison between the business users and the development team.
• Performed Data Migration and Data Cleansing activities.
• Created multiple record types based on the category of clients.
• Used SOQL & SOSL for data manipulation needs of the application using platform database objects.
• Participate in design meetings and contribute to technical approach.
• Interacted with various business user groups for gathering the requirements for SalesForce implementation and documented the Business and Software Requirements.

Environment: - Sales cloud, workflows, field level update, SOSL & SOQL

Confidential

Techno Functional Consultant

Responsibilities:

• Worked on Order Management, Customer conversion, OTM, Supply chain management, Procurement Analytics, Pricing analytics, Universal adapter design and solution.
• Integrate CRM Trade management, Partner network to Price analytics
• Authored functional and technical specifications for reports, conversions, interfaces and extensions.
• Participated in CRP2, CRP3, SIT & UAT sessions and resolved issues as and when reported.
• Work on extension to integrate eBS with Oracle Transportation Module
• Customized an designed ‘Shipping Transportation’ interface from eBS to Oracle Transportation Module.
• Participate in business process and requirements meetings with business and implementation teams
• Designed, Developed and implemented OBIEE, OBIA apps (Price analytics, Procurement Analytics, SCM analytics)
• Trained internal teams on OBIEE, OBIA tools

Environment: Oracle Apps R12

Confidential

Techno Functional Consultant

Responsibilities:

• Techno Functional Lead (Onsite)
• Worked on OM, Manufacturing, Inventory and Accounts Receivables.
• Gathered & designed on a pricing requirements
• Designed and Developed Metros picking process
• Designed and developed Metros customized reservation Process
• Designed & developed process for Physical Inventory counting
• Involved in enhancing OM Workflows & processes.
• Supported OM, Inventory, Shipping, Purchasing.

Environment: TOAD, Oracle apps 11.5.10, Oracle 9i.

Confidential

Techno Functional Analyst

Responsibilities:

• Supported O2C process, in which extensively worked on Order Management, Oracle Service and Sales modules.
• Production support and maintenance O2C flow
• Monitoring and Managing Workflow agents
• Monitoring and Managing SFM queue console
• Worked on day to day support issues
• Coordinating work with offshore team

Confidential

Techno Functional Analyst

Responsibilities:

• Worked on AR cash receipts module for Data migration from 11.0.3 to 11.5.10.
• Prepared conversion documents.
• Designed interfaces for AR cash receipts.
• Involved in testing and migrated data from .5.10
• Documenting and escalating issues.

Environment: TOAD, Oracle apps 11.0.3, 11.5.10, Oracle 9i.

Confidential

Technical Consultant

Responsibilities:

• Managed the Oracle Sales & supported O2C process
• Analyze and solve the exceptions and monitor occurred during Daily Update Process like Customer batch, Meter, Appliance, Payments, Billing, Usage batches.
• Create Interaction history for IVR transactions through an interface,
• Interface to check pay by phone facility.

Environment: TOAD, SQL*LOADER, Oracle apps 11.5.8, Oracle 9i, Developer 2000.