SUMMARY

• About 7 years IT experience which includes 5+ years experience with Salesforce.com Business analysis, Modeling, Design, Coding, Testing, Data Management, and Maintenance of CRM systems on Windows and Mac OS Platforms.
• Certified Salesforce Admin (ADM - 201) and Salesforce Developer (DEV-401) with experience in managing architectural design, solution design, workflow implementation, and complex customizations.
• Experience working with salesforce.com sandbox and production environments.
• Subject matter expert in SFDC Administrative tasks which include Creating Profiles, Defining Roles, Assigning Users, Setting Permissions, Constructing Page Layouts, Enabling Email Services, Generating Reports, Analytic Snapshots and Dashboards.
• Customized standard objects like Accounts, Opportunities and Contacts.
• Experience with Outlook Integration, Single Sign On, and Salesforce to Salesforce functionalities.
• Lead planning meetings, analysis development, test inspections, and other project meetings throughout project life cycle.
• Experience in Salesforce to Salesforce Integration.
• Experience in Administration, Configuration, Implementation and Support of Salesforce CRM and Salesforce Automation applications (SFA).
• Extensive experience in lead, case management (Web-to-Lead, Web-to-case, Email-to-Case).
• Extensive experience of automating complex business processes using declarative features such as Workflows Alerts and Actions, Approval Process and Dynamic Approval Process.
• Extensive experience in creating Validation Rules, and Sharing Rules.
• 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.
• Experience in using data tools: Apex Data Loader, and Import Wizard.
• Self-motivated and ability to adapt quickly to challenges and changing business environments.
• Ability to interact with technical and functional staff at all levels and excellent oral, written communication, and presentation skills.
• Proven ability to complete assigned task precisely, and on time.
• Excellent troubleshooting skills.
• Proven ability to work efficiently individually as well as in a team.

TECHNICAL SKILLS

Salesforce Tools: Force.com Data Loader, Force.com Eclipse IDE Plug-in, Force.com Explorer

Salesforce Technologies: Workflow & Approvals, Dashboards, Analytic Snapshots, Custom Objects, Visual Force Components

Operating Systems: Windows 7/8, Mac OS, and Linux

Documentations Tools: SharePoint, Adobe Acrobat, MS Office products Word, PowerPoint, Access, Excel, and Outlook. Mapping tools including Visio and Balsamiq

Languages: HTML, CSS, JavaScript, and APEX

PROFESSIONAL EXPERIENCE

Confidential, TX

Salesforce Business Analyst

Responsibilities:

• Interacted with various business user groups for gathering requirements for Salesforce implementation and documented the Business and Software Requirements.
• Participated in meetings and JAD sessions with the business developers and other stake holders and took note of meeting minutes.
• Developed needs analysis document, user requirement specification and functional requirement specification documents.
• Identified the process flaws in the current system and recommended business process automation in the new system after analyzing and documenting as-is system and to-be system.
• Utilized MS Office Suite including Word, Excel, Access and PowerPoint for analysis, documentation and presentation purposes.
• Perform detailed analysis of business and technical requirements and worked with the development team to design the solution by customizing various standard objects.
• Involved in the implementation of Salesforce Chatter by designing a central platform for information sharing and tracking updates on objects and records by Salesforce users.
• Involved in Implementation and Design of Campaigns, Cases, Issues, Product and Orders Management and Product Rejection module.
• Worked with the development team to design page layouts, search layouts to organize fields, custom links, related lists, and other components on record detail and edit pages.
• Worked with development team to create workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement business logic and business rules.
• Assisted the development team in creating templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Assisted in the creation of various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles.
• Interacted with stakeholders to get a better understanding of client business processes and gather business requirements for Business Process Analysis and management on Sales Cloud.
• Assisted in maintaining security and enforce sharing rules and access settings.
• Provided post-implementation support to assist end users in creating reports, dashboards and certain Administration tasks including creating and maintaining user profiles and privileges.
• Collaborated with the QA team in reviewing and validating test plans and test cases, ensuring that the final application catered to the user requirements.
• Developed a user acceptance test plan and test case scenarios to guide a select group of key end-users in testing the user interface and functionality of the application

Confidential, Holmdel, NJ

Salesforce Business Analyst

Responsibilities:

• Responsible for full system development lifecycle in Salesforce marketing cloud (formerly known as ExactTarget) from the first day until completion of major deployments.
• Involved in complete development cycle requirement gathering, design, development, quality assurance, testing, maintenance, and support.
• Developed complex formulas to calculate response times and show flags reminding customer service reps to respond to customer queries in due time.
• 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, and Visualforce pages to suit to the needs of the application.
• Created various profiles and configured 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 lists and other components on a record detail and edit pages.
• Provided user support and bug fixing activities as per the SLA.
• Created email templates and inbound emails using Visualforce 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.
• Worked with Business Analysts in solving various cases related to configuration issues and user login issues.
• Implemented escalation rules, automatic case generation and their escalation to call center representatives, and generated email alerts for quick issue resolution.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Designed dynamic approval process with records to be routed based on lookup fields on the record and in accordance to the approval matrix.

Confidential, Houston, TX

Salesforce BA/Administrator

Responsibilities:

• Created, designed, implemented and deployed the Custom objects, Custom tabs, validation rules, Workflow Rules, Auto-Response Rules, Page layouts, Components, Visualforce Pages to suit the needs of the application.
• Created Custom Objects and defined lookup and master-detail relationships on the objects and created junction objects.
• Customized tabs that worked with various standard objects like Accounts, Contacts, Leads, Campaigns, and Cases.
• Developed workflow rules for various tasks and Email alerts as per the requirements.
• Developed Approval process for the application by implementing custom formulas in different stages of approval.
• Created Custom fields, pick lists, dependent pick lists, and validation formulas to the custom objects.
• Created profiles and implemented Object and field level security to hide critical information.
• Used Apex Data Loader to migrate data such as accounts, campaigns from legacy system.
• Maintained processes of .csv import file updates for customer records into Accounts, Contacts using Data Loader and Import Wizard.
• Applied interpersonal skills to liaison extensively with customers and internal stakeholders and to negotiate requirements.
• Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Designed various web pages in Visual Force for capturing various customer enquiries and Implemented logic for migrating cases to different queues based on the type of customer enquiry.
• Used the sandbox for testing and also performed User acceptance testing.
• Created various Reports (summary reports, matrix reports, pie charts, and graphics) and Report Folders to assist Service managers to better utilize Salesforce and configured 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.
• Proven analytical reasoning skills, which helped in understanding management and user needs, and being able to efficiently provide adequate solutions.

Confidential, Waltham, MA

Salesforce.com Business Analyst

Responsibilities:

• Interacted with various Business User Groups to gather the document requirements.
• Worked closely with Business Analysts to perform detailed analysis of business and technical requirements.
• Designed and deployed Custom tabs, Custom Objects, Components, Visual Force Pages, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Worked with standard Salesforce.com objects like Accounts, Contacts, Leads, Cases and Opportunities.
• Created workflow rules and defined related tasks, email alerts, and field updates.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Implemented Case Management Automation to track and solve Customer’s Issues.
• Designed and developed SFA based Application on Force.com Platform in Salesforce.com environment with Apex programming language at backend and Visualforce pages as user interface.
• Used SOQL and SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on record pages.
• Customized user Roles, Role hierarchies, Profiles and Sharing settings to ensure that the protected data is available only to the authorized users.
• Used Force.com developer toolkit including Apex Classes, Apex Triggers and Visualforce pages to develop custom business logic.
• Integrated the Web Services for extracting the data from external systems to display in the pages of salesforce.com.
• Developed and configured Dashboards, Reports and Report Folders for different user profiles based on the need in the organization.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Worked on Unit testing, for the customizations and developments done during the project.
• Provided the training to the internal business users to use the application and develop their own custom reports.
• Extensively worked on Salesforce.com sandbox and production environments including creating Full Sandboxes for Testing and Deployment between Developer and Full Sandboxes using Eclipse, Force.com Migration Tool, and Change Sets.

Confidential, Groton, CT

Salesforce Administrator

Responsibilities:

• Involved in customer communication management, web-content management, digital asset management, forms processing, and compliance management.
• Identified use-cases from the requirements and write use-case specifications.
• Prepared as-is process documentation and to-be process documentation.
• Performed gap analysis to understand the improvements that can be placed in the process.
• Interacted with users for inquiries from customers from product purchase order or payment processing related.
• Created business process workflow diagrams and activity diagrams.
• Created page layouts, search layouts to organize fields, custom links, related lists and other components on a record detail and edit pages.
• Developed and configured various custom reports and report folders for different user profiles.
• Created profiles, roles and implemented object level, field level and record level security.
• Evaluated Data entry, import processes and ensure proper data quality standards exist for the Salesforce.com application.
• Approved test plan and test cases for user acceptance testing using testing tools.
• Managed ongoing support requests and administrative needs of help desk tickets.

Confidential, Cincinnati, OH

Salesforce Business Analyst

Responsibilities:

• Acted as primary liaison between operations, technical areas and business line.
• Managed, analyzed and defined stakeholder needs.
• Compiled and interpreted relevant data to present results in an unbiased manner.
• Involved in conducting integrated testing, creating test cases as well as user acceptance testing along with QA team.
• Reviewed completed requirements to ensure they are built correctly.
• Assisted in end user training, application design and business process definition.
• Testing, performance testing using custom simulator and production support.
• Provided critical business analysis to senior management for economic modeling, and return on investment resource optimization.

Confidential

Java Developer

Responsibilities:

• Part of the team that developed applications as per the requirements, architecture standards and business rules.
• Responsible for developing the application level flow by utilizing Java, JSP, Java Scriptfront, Validation and Struts.
• Developed use cases, class diagrams and sequence diagrams using Rational rose.
• Responsible for developing registration modules of the wholesale application.
• Utilized various J2EE Design patterns to develop the Business modules based on the required functionality.
• Responsible for developing the OS specific scripts for automating the closing doc process.
• Developed Session beans and Entity Beans representing business logic abstractions.
• Responsible for testing of application on various levels like integration and System testing by utilizing various methodologies.