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Sr. Salesforce.com Business Analyst /administrator Resume

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Houston, TX


  • 7 + years of IT experience as a Techno functional business Analyst with solid understanding of Requirements Gathering, Process Mapping and Application / technical design
  • 4 + years of experience with Salesforce.com administration and implementation.
  • Expertise with implementing salesforce Sales Cloud, Service and Marketing modules along with chattercollaboration.
  • Strong experience in implementing the Lead to order and Order to cash processes within Salesforce.
  • Extensive experience of using declarative features like validation rules, workflows, approval processes, sharing rules for satisfying complex business process automations.
  • Experience with custom development using apex triggers and Visual force
  • Created process maps and UML designs using MS Visio and I - grafx.
  • Created Executive Dashboards and Reports .
  • Worked extensively with Microsoft Excel (Macros, VLOOKUPS, and Pivot Tables), Word, Power Point, Access, Visio and Lotus Notes.
  • Used Object Query Analyzer and Data Loader to run complex SOQL queries.
  • Worked on various SDLC methodologies like agile, waterfall and prototyping
  • Worked in close co-ordination with the testing team in developing test plan and test cases from functional and business requirements.
  • Created training materials and conducted workshops to train the end users.
  • Strong interpersonal, problem solving, communication and analytical skills


  • Declarative development
  • Custom development
  • Data loader
  • Reports
  • Dashboards
  • Query Analyzer
  • Translation work bench
  • Production deployments integration
  • Apex and Visual force


Confidential, Houston, TX

Sr. Salesforce.com Business Analyst /Administrator


  • Responsible for Creating a project charter
  • Gathering business requirements in order to create functional and technical specifications
  • Led functional and technical design sessions.
  • Customizing and configuring Salesforce.com by creating objects, fields, workflows, validation rules, email templates and security models,
  • Developed triggers and visual force pages to meet complex requirements
  • Performed data uploads/cleanups using data loader
  • Created integration mapping document to perform ETL from salesforce.com to the ERP system
  • Responsible for weekly development updates to the Senior Management.
  • Automated / Created Dashboards and reports for the executive management team
  • Responsible for management of user licenses and vendor relationship
  • Created a case management process to streamline the end user support process of over 1500+ users.

Confidential, Houston, TX

Salesforce.com Business Analyst /Admin


  • Responsible for scoping of the project.
  • Performed cost benefit analysis on enhancement requests.
  • Facilitated Business requirements sessions /Functional design sessions and responsible for the documentation of requirements.
  • Created various Custom objects, Tabs, Workflows, Reports, validation rules, escalation rules in the application.
  • Created Email templates in Text and HTML
  • Analyzed and Created Custom Profiles as required for the business needs and implemented Object level, Field level and Record level security.
  • Customized Page Layouts for Salesforce.com Standard and Custom objects.
  • Created custom report types /Reports and Dashboards.
  • Experience in working with integration systems like MDM, Documentum and GIS
  • Worked with the Testing Center of excellence to Review and sign off on the test cases.
  • Created change control/risk assertion processes & enhanced risk management.
  • Supported over 2500+ Call center representatives in trouble shooting / Debugging any production issues
  • Conducted site visits and had side by side sessions with the Sales Reps to identify pain points
  • Prepared training material for the users and all responsible for presenting the material to the end users
  • Responsible for making data updates using data Loader
  • Experience in coordinating development with the offshore teams.

Confidential, San Antonio, TX

Salesforce.com Business Analyst / Administration


  • Gathered requirements around case management process, escalation rules, and web to case functionalities in order to enable service cloud.
  • Worked on Avaya CTI integration with salesforce
  • Created new custom objects, fields, designed page layouts, custom tabs, custom reports.
  • Created and deployed several reports for different user profiles based on the need in the organization.
  • Designed various HTML Email templates.
  • Prepared training material for the users and all responsible for presenting the material to the end users
  • Used apex query object and data loader to analyze data.
  • Supported over 500+ Call center representatives in trouble shooting / Debugging any production issues
  • Created an internal IT case management system within salesforce to manage and report tickets out of salesforce.


Business Analyst


  • Responsible to do cost benefit analysis to see if the project is feasible and will meet the dollar benefits predicted by the business.
  • Worked with project managers to create a high level plan and resource need.
  • Worked with the business in finalizing the scope of the project.
  • Facilitated Business requirements sessions and responsible for the documentation of requirements.
  • Responsible for the development of epics and user stories with the business SME’S
  • Created the iteration backlog and documented user’s stories in Green hopper.
  • Created acceptance criteria’s with business SME’S
  • Worked with business and the technical team in prioritizing stories into different iterations and assigning points to each story.
  • Conducted daily scrum meetings and worked with the team to mitigate if any risks come up.
  • Worked with system analysts to create the FSD’s
  • Worked with the Testing Center of excellence to Review and sign off on the test cases.
  • Managed and tracked progress of the project using JIRA.
  • Created change management plan to help the MSR’S with the smoother transition of the new product developed
  • Created control plan to measure the success of the project
  • Participated with the business in production QA to test the product and provide sign off.
  • Worked to evaluate vendor RFP’s for the client.
  • Updated IVR designs and BSN codes for the voice line system
  • Added value to the Member experience team by helping them build a dashboard to monitor how the team is performing every quarter using micro strategy

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