SUMMARY

• 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

TECHNICAL SKILLS

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

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

Sr. Salesforce.com Business Analyst /Administrator

Responsibilities:

• 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

Responsibilities:

• 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

Responsibilities:

• 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.

Confidential

Business Analyst

Responsibilities:

• 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