SUMMARY

• Business Systems Analyst with 7+ years of IT experience and 4+ years of experience in Salesforce.com CRM Platform as a Business Systems Analyst and Administrator with an earned reputation for meeting demanding deadlines and delivering critical solutions for Client/Server and Web based applications.
• Involved in Analysis, design, development and implementation of Salesforce.com applications
• Experience in gathering Functional/Technical requirements from Business users and supporting them in understanding salesforce functionality
• Developed Business Requirement Documents (BRD), functional requirement documents (FRD) and traceability matrix.
• Experience working across various SFDC implementations covering Sales Cloud, Service Cloud, Call center, Chatter.
• Experienced in working with different software development methodologies like Agile and Scrum.
• Possess comprehensive understanding of CRM Business processes like Account, Lead, Campaign, and Case Managements, Forecasting, Role Hierarchy, and Call Center.
• Experienced in facilitating and conducting Joint Application Design (JAD), Rapid Application Development (RAD), interviews, workshops and requirement elicitation sessions with stakeholders and end - users.
• Understanding of AS-IS and TO-BE business processes and experience in converting these requirements in to technical specifications for preparing test plans.
• Skilled in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, Campaigns as per client’s need.
• Experience in Salesforce security using Roles, Profiles, User Creation, Email Services, and Page Layouts.
• Experience in Salesforce Testing and Administration spanning all facets of package software and SaaS application implementation.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Implemented Picklists, Dependent Picklists, and Lookups, Junction objects, Master detail relationships, Validation and Formula fields to the custom objects.
• Developed Use Case Diagrams, Sequence Diagrams, State Diagrams and Activity Diagrams using UML to make developers understand thebusinessand system needs.
• Expert in generating and analyzing custom reports and dashboards for management and various business unit personnel to provide detail information on key performance indicators
• Extensive experience of using declarative features like validation rules, workflows, approval processes, Escalation Rules, sharing rules automation for satisfying complex business process automations.
• Extensive experience of Salesforce.com implementation cycle in Sales, Marketing, Service and support modules.
• Experience working with Zuora Billing platform.
• 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.
• Good experience with SOQL, SOSL, Relationships and Lookups.
• Hands on experience in SFDC Development using the APEX classes and Triggers.
• Experience working with Workflow, deployment process and fixing the Validation rules.
• Provided customer with best practice solutions as related to Salesforce CRM.
• Gained a strong knowledge of data-modeling, data extraction, transformation, data loading, scheduling, monitoring, and reporting in a cloud computing environment.
• Strong work ethics, taking ownership of all duties and responsibilities and meeting management objectives.
• Excellent communication and inter-personal skills, accustomed to working in both large and small team environments and ability to think out-of-the-box.

TECHNICAL SKILLS

Salesforce Technologies: Salesforce CRM, Salesforce SFA, S Controls, Workflow & Approvals, Dashboards, Analytic Snapshots, Case Management Automation, Custom Objects, Data Loader

Salesforce Tools: Force.com Explorer, Force.com, Data Loader, Force.com Platform (Sandbox and Production)

Languages: SQL, HTML, XML, Apex, Java.

Databases: SQL Server, TOAD, Oracle.

MS-Suite: MS-Word, MS Excel, MS-Project, MS Outlook.

GUI Tools: Rational Rose, and XDE.

Operating Systems: Windows NT/2000/XP Pro/Vista, Windows Server 2000/2003/ 2008.

PROFESSIONAL EXPERIENCE

Confidential, Philadelphia, PA

Salesforce Business Analyst

Responsibilities:

• Performed the role of Business Systems Analyst and Administrator for CRM (Customer Relationship Management) application and was involved in facilitating rapid development, minimizing impediments, resolving support issues and implementing overall CRM enhancements successfully.
• Involved in designing the solution by customizing various standard objects of SalesForce.com (SFDC).
• Experience in working with users to collect requirements as needed.
• Worked on standard salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Dashboards and Reports.
• Customized page layouts for Campaigns, Leads, Opportunity, Contacts, Cases and Accounts depending upon user roles, and groups.
• Performed Data migration to get Accounts and Contacts data into salesforce.com.
• Worked as an Administrator and designed robust, secure and scalable the solution.
• Worked on creating reports and dashboards.
• Worked on email to cases and migrated about 50 mailboxes.
• Created workflow rules and triggers in Process Builder.
• Assigned profiles and roles to users as per the organizational requirements.
• Worked on customizing Salesforce Outlook and the required configurations so that the standard objects and the related fields can be directly accessed from the outlook. So, that we can create cases, opportunities, leads etc. anything from Outlook to Salesforce.
• Created Custom Objects and defined lookup and master-detail relationships on the objects. Also created junction objects to establish many-many connectivity among objects.
• Experience working on templates and Visualforce templates.
• Designed Workflow rules, Validation rules, Assignment rules, Email alerts and Templates.
• Implemented complex approval processes to ensure proper authorization.
• Defined object and field level security.
• Designed page layouts, components, custom reports and Approval Process.
• Requirements gathering experience using JAD Sessions and preparing functional documents like Use Cases, Software Requirements Specifications (SRS)
• Provided support & training to Business users in building their salesforce system
• Used sandbox mode for testing and migrated the code to the production instance in installments.
• Implemented new enhancements, including creation of custom objects, custom fields, custom tabs.
• Implemented various advanced fields like Picklist, Custom Formula Fields, Field Dependencies.

Environment: Sales cloud, Windows XP, Force.com Platform, Salesforce.com Custom/Standard Objects, Custom Tabs, Page Layouts, Force.com, Workflow & Approvals, Reports, Force.com, Data Loader, Salesforce Outlook, Email to case, SalesForce.com Sandbox, and Email Services.

Confidential, New York, NY

Business System Analyst (Salesforce)

Responsibilities:

• Working closely with Business Users, gathering and analyzing the requirements, documenting the functional and non-functional requirements and designed robust, secure and scalable the solution.
• Worked on the flow andimplementing from salesforce to Zuora Billing system
• Worked as an Administrator for Salesforce and Zuora platform and on implementing customer Invoices.
• Send invoices to customers by email or submit to customer payment portals
• Performed data migration from MS Outlook, Excel to Salesforce using Data Loader.
• Worked on DocuSign and performed all the actions necessary.
• Created workflow rules and defined related tasks, validation rules, Auto-Response Rules, Approval process, email alerts and templates, and field updates.
• Customized page layouts for Campaigns, Leads, Opportunity, Contacts and Accounts depending upon user roles, and groups.
• Developed and implemented Service Console for company helpdesk
• Created Custom Objects and defined lookup and master-detail relationships on the objects. Also created junction objects to establish many-many connectivity among objects.
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Responsible for creation of users, roles, profiles and customization of reports and dashboards as per the client requirement. Defined lookup and master-detail relationships on the objects.
• Created Custom Objects, Tabs and Page Layouts as per the requirement.
• Worked on standard salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Reports and Dashboards.
• Implemented Reports on Pipeline, Opportunity created, Leads to Opportunity conversion, Views of Sales Cycle, cases generated.
• Implemented web based case management automation - Web to Case
• Implemented Self-Service Portal and helped users in resolving ticketing issues.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Designed various HTML Email templates for Auto-Response to customers.
• Created custom report types like summary and matrix reports to track pipeline insight, program opportunities.

Environment: DocuSign, Zuora, Service Cloud, Data Loader, Custom Objects, Custom Tabs, Workflow & Approvals, Reports, Security Controls, Sandbox data loading, Data Loader.

Confidential, Jersey City, NJ

Salesforce Administrator

Responsibilities:

• Worked in a team as Administrator to perform detailed analysis of business and technical requirements and designed robust, secure and scalable the solution.
• Analyzed the business requirements and mapped to Salesforce.
• Performed data migration from MS Outlook, Excel to Salesforce using Data Loader.
• Provided analytical support for multiple, complex projects simultaneously while meeting the deadline established timelines, work plans.
• Created workflow rules and defined related tasks, validation rules, Auto-Response Rules, Approval process, email alerts and templates, and field updates.
• Customized page layouts for Campaigns, Leads, Opportunity, Contacts and Accounts depending upon user roles, and groups.
• Used field level security along with page layouts to manage access to certain fields.
• Created Custom Objects and defined lookup and master-detail relationships on the objects. Also created junction objects to establish many-many connectivity among objects.
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement business logic
• Designed various HTML Email templates for Auto-Response to customers.
• Created custom report types like summary and matrix reports to track pipeline insight, program opportunities.

Environment: Service Cloud, Data Loader, Custom Objects, Custom Tabs, Workflow & Approvals, Reports, Security Controls, Sandbox data loading, Data Loader.

Confidential, Herndon, VA

Salesforce Administrator

Responsibilities:

• Prepared and analyzed the Business requirement documents that are needed and mapped to Salesforce.
• Worked on standard salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Dashboards and Reports.
• Performed the roles of Salesforce.com Administrator in the organization.
• Integrated product details between SFDC CRM with client’s Order Management application using Apex Web Services.
• Created workflow rules and defined related tasks, validation rules, Auto-Response Rules, Approval process, email alerts and templates, and field updates.
• Responsible for creation of users, roles, profiles and customization of reports and dashboards as per the client requirement.
• Defined lookup and master-detail relationships on the objects.
• Implemented new enhancements, including creation of custom objects, custom fields, custom tabs.
• Involved in identifying, planning and implementing new salesforce.com features and functions (new screens, workflow, objects, and reports) to meet business requirements.
• Created Custom Objects, Tabs and Page Layouts as per the requirement.
• Worked on standard salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Reports and Dashboards.
• Designed Workflows, validation rules, assignment rules and Approval Process.
• Implemented Self-Service Portal and helped users in resolving ticketing issues.
• Designed various HTML Email templates for Auto-Response to customers.
• Assigned profiles and roles to users as per the organizational requirements.

Environment: Service Cloud, Apex Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Security Controls, Sandbox, Data Loader, ANT migration tool.

Confidential, New York, NY

Salesforce.com Administrator

Responsibilities:

• Worked on standard salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Dashboards and Reports.
• Customized page layouts for Campaigns, Leads, Opportunity, Contacts, Cases and Accounts depending upon user roles, and groups.
• Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com (SFDC).
• Analyzed the business requirements and mapped to Salesforce.
• Integrated Salesforce with in-house legacy systems using Apex web services and outbound messaging.
• Designed workflow rules, validation rules, assignment rules, email alerts and templates.
• Implemented complex approval processes to ensure proper authorization.
• Defined object and field level security.
• Designed page layouts, components, custom reports.
• Used sandbox mode for testing and migrated the code to the production instance in installments.
• Implemented new enhancements, including creation of custom objects, custom fields, custom tabs.
• Implemented various advanced fields like Picklist, Custom Formula Fields, Field Dependencies.

Environment: Sales cloud, Windows XP, Force.com Platform, Salesforce.com Custom/Standard Objects, Custom Tabs, Page Layouts, Force.com, Workflow & Approvals, Reports, Force.com, SalesForce.com Sandbox, and Email Services.

Confidential, Washington, DC

Java Developer

Responsibilities:

• Developed the module using the MVC based frame work.
• Involved in applying agile methods for different phases of the module.
• Involved in developing different pages and controls using HTML, JSP and JSP Custom Tag Libraries.
• Responsible for planning in migration of IBM Lotus Notes/Domino applications to J2EE environment
• Developed different Servlets for each page that controls the flow of data.
• Involved in developing different data grids by using JSP and Custom Tags.
• Developed Utility Classes in java for accessing database using Stored Procedures.
• Developed and tested different unit test cases using Junit.
• Involved in front end validation using Java Script.
• Involved in preparing java documentation for different files.
• Involved in applying the page, control level security for different users.
• Involved in the HIPAA inbound and outbound transactions.
• Conducted and prepared unit test documents.
• Used Rational Clear Case for version control.

Environment: Rational Clear Case, Oracle 9i, Lotus Script, Windows XP, Java (JDK 1.4), J2EE 1.4, Web Services, WebSphere, JSP, Servlets, Java Script, MVC frame work.

Confidential

Java Developer

Responsibilities:

• Involved in analysis and design of the several modules in the Project.
• Created use case diagrams, class diagrams, sequence diagrams, deployment diagrams.
• Participated in planning and development of UML diagrams like Use Case Diagrams, Object Diagrams, Class Diagrams and Sequence Diagrams to represent the detail design phase.
• Designed and developed technical specifications using design patterns and OO methodology.
• Created HTML, CSS, and DHTML pages for front-end.
• Used JSP for developing the web pages with HTML and Servlet as a controller for web pages to develop the application on MVC design pattern.
• Developed presentation tire using HTML, JSP, and Java Script.
• Involved in the configuration, development, and deployment of JSPs & Servlets in Web logic Test Environment
• Involved in all phases (Unit/Integration/System) of testing.

Environment: Java Server Pages, JavaScript, Servlets, UML, HTML, SOAP, XML.