SUMMARY

• 10+ years of experience as a Salesforce Developer and Administrator for various companies including Confidential (Healthcare), Confidential, and Confidential .
• Experienced with Salesforce end - to-end sales processes including CPQ and contract lifecycle management as well as Lead, Contact, Opportunity, and Account objects.
• Most recent project at Novartis revolved around Salesforce Classic to Salesforce Lightning implementation - worked closely with global PM and stakeholders to deliver product configuration and quote management experience for sales users based on Salesforce CPQ.
• Proficient in analyzing business processes, identifying gaps, assessing fit with established solutions, and designing solutions with a focus on CPQ dashboards, reporting, and automation testing. Skilled in workflow analysis, requirement gathering, and conducting solution sessions. Knowledgeable in UX impact analysis and UI white box testing.
• Proficiency in configuration and declarative development using Salesforce tools such as Lightning App Builder, Process Builder, and Flow.
• Experience in creating custom applications, modules, and components using Apex, Visualforce, and Lightning Web Components (LWC).
• Strong knowledge of Salesforce's security model, including roles, profiles, sharing rules, and permissions.
• Expertise in integrating Salesforce with third-party systems using REST and SOAP APIs.
• Experience in developing custom Salesforce solutions for business processes such as lead management, opportunity management, and case management.
• Ability to create custom user interfaces using Visualforce pages and Lightning components.
• Proficiency in Salesforce data management tools such as Data Loader, Workbench, and Salesforce Inspector.
• Experience with Salesforce Communities and building community portals for external users.
• Strong understanding of sales and service cloud functionality, including sales forecasting, lead scoring, case management, and customer support.
• Expertise in creating custom reports and dashboards to provide insights and analytics to stakeholders.Salesforce areas of specialty are business process engineering, schema design, and automation tools.
• Skilled in guiding hands-on end-to-end implementations.
• Extensive experience in designing validation rules, custom objects, custom fields, role-based page layouts, workflow alerts & actions, pick lists, approval processes, record types, dashboards, custom tabs, custom reports, report folders, report extractions to various formats, and email generation according to application requirements.
• Experience in Heroku / Heroku Connect.
• Experience in configuring the application to be deployed on Heroku platform with support infrastructure on Amazon Web Services (AWS).
• Worked extensively with Marketing & SFDC data modeling using Lead, Contact, Opportunity, and Account objects
• Integrated Voice Response Systems (IVRs)
• Key player in migrations and deployment of code from one environment to other using Force.com IDE deployment wizard.
• Hands on experience with Salesforce Partner Community
• Significant systems implementation and administration experience with Service Cloud, Sales Cloud from salesforce.com
• Skilled in implementing business flows using the Declarative framework via Workflow Rules and Approval Processes.
• Strong hands-on experience in writing apex Controller classes, batch processes, schedulable classes, triggers, test classes.
• Experience with SFDC (salesforce) with multiple end-to-end implementations, SF integration with Apttus contract management module and CPQ (price quote).
• Adept in sales analysis, marketing & customer support business processes used by Salesforce.com customers and recommendations to customers for improving their processes using Salesforce.com.
• Expertise in performing data migration from legacy system to Salesforce.
• Experience in designing entities like custom objects, creating the relationships/ junction objects like a Master-Child, lookups, Entity-Relationship data model, Pages, Classes, Interfaces, Workflows &Workflow rules, triggers, Email alerts and business logic.

TECHNICAL SKILLS

TechnologyForce.com: Apex Custom controllers, Visualforce Pages, Force.com Apex Data Loader, SOQL, SOSL, Sandbox testing, Lighting Web component (LWC).

SFDC tools: Data Loader, Connect offline, Salesforce-to-Salesforce, Apex Explorer

Project management: Microsoft Project (PERT, Gantt charts), Microsoft Office

Testing tools: Load Runner, Quick Test Professional, Test Director, HP Quality Center

Web technologies: JSP, Servlets, XML, HTML, Siebel Analytics, Macromedia Dream weaver

Business tools: Rational Suite (Requisite Pro, Rose, Clear Quest, Clear Case), MS Visio, UML,MS Project, MS Access, MS Office Suite

PROFESSIONAL EXPERIENCE

Confidential - Woodbridge, NJ

Salesforce Administrator

Responsibilities:

• To maximize the use of out of the box functionality native to Salesforce.com platform while designing the solution.
• Extend the platform using custom Apex, VisualForce and web services between Salesforce and other systems.
• Authoring technical specification and design documents based on business requirements.
• Refactor org by implementing Apex Design Pattern/Trigger Framework/ Exception Handling Framework and migrating depreciated automation to APEX and Flows that improve the health of the Salesforce Org.
• Build AURA & Lightning Web Components (LWC) for Salesforce communities and internal Salesforce Sales,Service Applications which helps the department to do work efficiently.
• Providing Level 2 & Level 3 CRM Support with ServiceNow and Informatica support. .
• Designing and deploying custom Apex/VisualForce enhancements, tabs, validation rules and approval processes to aid the automation of business logic for Enterprise Software.
• Providing hands-on development guidance to developers and team leads to automate sales process.
• Using DataLoader for bulk import and export of Salesforce objects to assist with data migration and analytics.
• Complete org data migration and merging using Apex Dataloader, Dataloader.io, and Workbench.
• Developing custom JS Button and JS Button validation as part of custom vf page requirement
• Developing custom solution using Apex Trigger, Apex Classes, Batches, and Schedulable Batches.
• Salesforce and third-party systems integration using MuleSoft.
• End-User .
• UAT to Production deployment using change sets

Confidential - Deerfield, IL

Salesforce Admin/Analyst

Responsibilities:

• Create multiple Auto launched & Record Trigger Flows, Validation Rules, build Reports & Dashboard.
• Build Aura & Lightning Web Components (LWC) for salesforce communities & for internal standard detail view which help the department to do work efficiently.
• Provide 360-degree support to customers for every Instance such as in designing entities like custom objects, creating the relationships/ junction objects like a Master-Child, lookups, Entity-Relationship data model, Pages, Classes, Interfaces, Workflows &Workflow rules, triggers, Email alerts, and business logic.
• Used BULK API to migrate the data.
• Implement a fix for users using in VisualForce & Extended Standard Controllers.
• Setup Schedule Batch Jobs for recurring payments, pensions, and other Email Notifications.
• Understand business and propose the best implementation using the SFDC solution.
• Collaborate with salesforce developers to test and verify that solutions will meet the business requirement.
• Maintain multiple user roles, security, profiles, workflow rules, etc.
• Build multiple APEX REST services for Inbound/Outbound data within best apex practices which help smooth communication between systems for the huge amount of data volume

Confidential - Hartford, CT

Salesforce Admin/Business Analyst

Responsibilities:

• Worked closely with our Salesforce Engineer in the support of our Salesforce.com environment with 1400+ users
• Developed and created customized reports and dashboards based upon the needs of business unit partners.
• Managed Salesforce/Vlocity CPQ dashboard and reporting
• Developed and configured Salesforce Service/Health cloud Application
• Handled all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
• Completed regular internal system audits and prepare for upgrades
• Managed Salesforce.com data feeds and other integrations
• First level support of Service Now, helping business units to develop reports, automate account administration
• Assisted with and tested implementation for all payer and vendor relationships to ensure data transfer collection, quality and reporting relationships are working appropriately down to the market level to ensured market team member and provider
• Served as a resource to vet any technologies that will integrate with Salesforce
• Assisted in of new users, and grow the Salesforce.com skill set across the organization
• Effectively acted as the liaison between our users, vendors and the application development teams
• Worked independently with members of the user community to define and document development requirements
• Lead client workshops to collect and document client business requirements and objectives for the implementation of Confidential Healthcare solutions
• Understand and translated client requirements to applicable system configurations, test scripts and other artifacts required for implementation
• Coordinated with multiple development teams to accomplish data and application changes across environments
• Configured, tested, and deployed solutions in alignment with client requirements, and monitored deliverables to ensure on-time delivery of projects and tasks
• Established and maintained excellent working relationships with both client and internal personnel
• Managed client expectations related to system capabilities with transparency to any requirements that fall out-of-scope or otherwise fall under Confidential Healthcare’s vetting process
• Performed routine analysis of new and existing data from disparate sources and business processes to improve data integrity and completeness
• Identified product requirements and provided feedback for future product enhancements
• Performed functional analysis, requirements, definition and application module configuration and testing.
• Responsible for conducting prototypes, developing functional specifications, data mapping, function mapping, setting of configuration tables and setting of transaction/control tables
• Responsible for the identification of and resolution of gaps in the business processes.
• Involved in security/authorization set-up, user documentation, data interface design, data migration and reconciliation
• Build and maintained data systems to collect and measure key performance indicators.

Confidential - NV

SFDC BSA - Adminintrator

Responsibilities:

• Played key role in facilitating the requirement gathering and daily scrums for the revamp of the Enterprise data warehouse mainly for Gaming & Hotel domain, using ServiceNow.
• Upgrading of the on-prem solution to cloud using Customer Master data MDM and Azure toolset, using Azure DevOps tool
• Provided FSL solution options/alternatives to businesses
• Translated FSL business requirements to technical specifications
• Provided guidance on all phases of the software development lifecycle and the impact of FSL
• Worked very closely with the Enterprise Marketing team and Revenue Management business stakeholders for this revamp to increase the gaming & hotel sales.
• Lead the solution selection and prototyping efforts working to identify solutions that allow for scaling and customer centric solutioning and player retention.
• Analyzed & interpreted data to inform recommendations/next steps.
• Worked with cross-functional teams: remove silos, bridge gaps across stakeholder groups & lead a team toward a common goal to have better players/guests’ experiences.
• Maintained stakeholder communications & ensure they are always up to date on status of work.
• Elicited and translated Gaming/Hotel business needs into user stories / documented functional and non-functional requirements.
• Translated Gaming/Hotel business requirements to the technical team & relay technical feedback to project teams and stakeholders.
• Supported business stakeholders in their decision-making by presenting the different (functional and solution) design alternatives and their impact in a clear way.
• Ensured the solutions delivered to the gaming & hotel business groups are innovative and meets/exceeds expectations.
• Illustrated business value of moving forward with a design recommendation.
• Worked closely with the Casino Hosts to provide requirements for the VIP guests/players.
• Detailed out the requirements for VIP hosted players and designing a personalized solution.
• Gathered salesforce requirements, on field Services platform to understand the needs of the hosts, field service and gaming floor agents.
• Ensured that Gaming/ Hotel data and documentation of data is accurate and reliable.
• Resolved major quality problems areas as required.
• Developed actionable reports that analyze data and identify deficiencies, as necessary.
• Adopted approaches to deeply empathize with the customer such as conducting early-stage interviews with end-users about their needs to develop this in-depth knowledge of end-to end business processes and challenges within functional area.
• Leads or participates in customer-focused idea generation.
• Facilitated meetings regarding tools and techniques on Design Thinking (Human Centered Design) or Lean Sigma.
• Leads design thinking workshops and may facilitate sessions including determination & application of appropriate tools and techniques. Defines the scope and provides inputs to prioritization and consensus.
• Developed interim deliverables to define the opportunity for value capture and articulate the possibilities of new technology to capture that value.

Confidential - Acton, MA

Salesforce Business Analyst-Admin

Responsibilities:

• Worked closely with global marketing teams to build new campaigns.
• Lead requirements gathering meetings with marketing, customer care and other departments to define new campaign requirements.
• Build B2B focused portals within salesforce communities
• Campaigned logic and implementation and less on the actual content creation, but knowledge of creating HTML forms and page layouts is a plus.
• Performed ongoing maintenance of existing campaigns in Marketing Cloud.
• Anticipated issues and risks and escalate appropriately.
• Served as a contact for technical Marketing Cloud questions
• Maintained proper documentation for workflow processes, testing, and standard operating procedures in accordance with business requirements.
• Communicated effectively with business users on the status of enhancements, projects and open production support tickets.
• Build reports and/or assist marketing team with data demonstrating campaign ROI.
• Understand business and propose the best implementation using the SFDC solution.
• Conducted requirements and solution concept workshops.
• Facilitated business process analysis and automation discussions.
• Guided best practices for security model, mobile deployment strategies, workflow, data validation and analytics.
• Provided best practice in specialized processes such as Lead Management & Campaign Management
• Defined field mapping for Leads conversion.
• Author/solution detailed designed and configuration specification.
• Familiar with Marketing processes including Sales analysis, Market share analysis, Expense analysis, and financial analysis.
• Conducted analysis of systems specifications and use analysis / diagramming tools to represent business / technical processes.
• Engaged with business stakeholders to gather/analyze requirements and map them to solutions that leverage salesforce functionality.
• Demonstrated Salesforce capabilities to solve business problems by implementing Proof of Value pilots and producing the supporting documentation.
• Managed relationships with stakeholders to achieve project goals.
• Maintained collaborative relationships with external vendors to achieve project goals, where necessary.
• Participated in the evolution of team best practices, standards, and policies.

Confidential - Andover, MA

Salesforce Business Analyst-Admin

Responsibilities:

• Interacted with various business team members to gather and documented the requirements. Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse.
• Deployed the project into Heroku using GIT version control system.
• Responsible for owning and delivering complex cloud based solutions using technologies such Salesforce, Heroku.
• Expertise with Salesforce Partner Communities, Lightning Process Builder and Visual Flows
• Managed daily administration and support of the Salesforce Sales, Service, Community & Marketing Clouds which included, managing multiple user setups, profiles and roles as well as customization of objects, fields, record types, page layouts and validation rules.
• Familiar with Documentum Query Language (DQL), an extended SQL dialect to query Documentum data.
• Coordinated UAT sessions and served as a point of contact for over 10 UAT’s.
• Assisted Project Manager along with Clients in UAT to log any issues or help/guide in any testing efforts.
• Performed Gap Analysis of existing system to identify drawbacks, bottlenecks and improvements.
• Facilitated meetings for Requirements Gathering and prepared Use Cases, Process Flow Diagrams
• Helped and trained new QA to prepare Test Plan, Test Strategy documents and Test Cases as per project schedule; level of testing detail was dependent on delivery timeline.
• Followed agile development life cycle throughout the project.
• Integrated Requirements Traceability Matrix in the Test Scenarios and Test Cases for tracking purposes
• Creating/Modifying XML files to generate Test Scenarios for back end testing.
• Handled support work for group sales team.
• Assisting Project manager to prepare Business Process Diagrams using the BPMN Standards.
• Performed Maintenance testing for clients that needed changes in Production Environment.
• Maintained user roles and coached fresh end users.
• Handled system metrics to track trends.
• Integrated Endeavor CPQ app to Confidential .
• Worked under the scrum process (i.e. Jira) tool to develop the technical tasks of the project.
• Involved in gathering the business requirements for the forecasting, completed units & bid contracts.
• Created a detailed UML diagram/Use Cases to describe user interaction and workflow of the tool using Rational Rose, MS Visio, and MS Word
• Design the conversion approach for Sales data migration from Siebel CRMOD to SFDC.

Confidential - Farmington Hills, MI

Salesforce Business Analyst/Admin

Responsibilities:

• Performed functional testing and integration of the software.
• Performed UI testing on Several Projects.
• Identified and documented product problems with bug tracking systems.
• Created project reports and improved testing strategies.
• Recommend changes in design to engineers and fix bug.
• Review product design specifications and ensure they meet client's requirements
• Involved in various activities of the project, like information gathering, analyzing the information, documenting the functional and nonfunctional requirements.
• Used agile methodology with our regular sprint cycle.
• Worked with the user group for requirement gathering throughout the planning and implementation.
• Implemented of Confidential Adapters from Cisco.
• Used scripts for testing REST API’s.
• Designed UML diagrams using Rational Rose and MS Visio, for better understanding of business processes.
• Used Informatica on Demand to automate bulk data loading.
• Worked on various SFDC standard and custom objects like Accounts, Contacts, Cases, Contracts, Entitlements, Opportunities, Price books, Products.
• Created custom Dashboards for the manager’s home page and gave accessibility to dashboards for authorized people.
• Developed Custom Objects, Custom Reports, and dashboard on a regular basis for the sales performance and lead generation statistics.
• Designed solution and configured Salesforce.com Case, Solution, PRM & Customer portal Modules.
• Created various reports (summary reports, matrix reports, pie charts, dashboards) and setup report folders to authenticate users based on their profiles (permissions).
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Provided the for the internal business users to use the application and develop their custom reports.
• Perform development, testing and implementation of the business process.
• Documenting and updating relate of SalesForce.com software and system administration focusing on Service cloud.
• Maintain multiple user roles, security, profiles, workflow rules, etc.

Confidential - Jackson, MS

Salesforce Admin

Responsibilities:

• Demonstrated understanding of principles behind good software engineering according to an Agile development life cycle in a team environment.
• Evaluated business process requirements to ensure proper system configuration (i.e. identifying key decisions, process changes, pain points, interface issues, considerations, etc.
• Studied and assessed the client’s systems and business processes.
• Performed requirement analysis, went through all the use cases and workflows.
• Conducted analysis of the defects identified and provided the development group with details to recreate the problem.
• Used SQL commands to check database has been connected to other functionalities.
• Conducted JAD sessions with management, SME, vendors, users and other stakeholders and gathered user and business requirements for the B2C and B2B web based application.
• Categorized and prioritized requirements of Order Entry Workflows, Compliance Workflows and Settlement & Confirmation Workflows by using Microsoft Word, Excel and Visio.
• Worked and ability to read through software manufacture API document and extracted the required information to map multiple applications to the data field level.
• Involved in the meeting with Business process owners, SME (subject matter experts) and Marketing Team for Requirements gathering in definition stage.
• Managed with vendor partners and formulated optimal solutions for integration.
• Performed sanity and smoke testing on the application.
• Involved in Configuration Testing.
• Involved in writing Traceability Matrix.
• Processed sales data, progress reports and additional sales records and reports
• Created Test Scripts to obtain the test objective.
• Participated in the team for User Acceptance Testing.
• Conducted Configuration Testing, Regression and Functional testing for financial projects.
• Executed test cases manually to verify the expected results.
• Involved in Batch Testing.
• Analyzed User Requirement Document, Business Requirement Document (BRD), Technical Requirement Specification and Functional Requirement Specification (FRS)
• Documented the Process Flows for B2C and B2B in the High-Level Requirements Document.
• Actively participated in setting up of test environment for Configuration Testing of the application on different configuration, protocols and network connections.
• Gathered requirements for all automation workflows as per business requirements and translated into Salesforce business terms.
• Introduced Agile and RUP methodologies to reflect liquid nature of front-office improving time-to-market
• Used SDLC (System Development Life Cycle) methodologies like the RUP and the waterfall.
• Followed the UML based methods using Microsoft Visio to create: Use Cases Diagrams, Activity Diagrams, State Chart Diagrams, Sequence Diagrams and Collaboration Diagrams.
• Worked closely with Business users in improving their business processes using SFDC.
• Performing data correction, data deduplication, and data administration.
• Functioned as liaison between Engineering teams, Business areas, and End users.
• Interacted with various business user groups for gathering the requirements for Salesforce CRM implementation.
• Prepared the User’s Manual and Organized cross of team members and users to become more responsive. Extensively worked on Excel, Word, SQL and MS Project.

Confidential

Business Analyst / QA Analyst

Responsibilities:

• Gathered business requirements by conducting detailed interviews with business users, stakeholders, and Subject Matter Experts (SME’s)
• Manages and leads business process improvement initiatives including design, documentation,, and implementation based on project specific requirements.
• Administers and maintains company’s technical specifications and related documentation.
• Document’s workflow and makes appropriate recommendations that positively impact operational effectiveness.
• Keep track of documentation using Confluence. Track trends in all key process areas.
• Monitor, analyze, and test software development process and products
• Coordinate with software developers and execute feature-specific test cases
• Write test cases and analyze functional areas of the applications
• Test key features of software products and verify proper functioning and quality
• Performed API call testing in mobile App as well as Website
• Identified and documented product problems with bug tracking systems
• Created daily project Report
• Performed detail analysis on every bug I captured
• Prepared Business Requirement Document then manage, analyze, and convert business requirements into functional specifications.
• Worked remotely with global teams which were Onshore / Offshore and within different time zones.
• Developed use cases from requirements and created UML diagrams such as use case diagrams, activity diagrams, and sequence diagrams. Managed schedules and collaborated with different teams working on the project.
• Designed high-level application and data flow diagrams. Worked with users, offshore business team and developers to define and document solutions to the business requirements.
• Communication and coordination with offshore business & production teams to collect and understand business requirements. Acted as a liaison between offshore business team and local development and QA teams.
• Assisted in Change management for a better process automation, traceability and control for a SDLC using clear quest tool solution.
• Guided Test Engineers to develop test plans and test scripts for software corrections and enhancements. Reviews and approves test plans and cases based on various levels of requirements details.
• Clarified QA team issues and reviewed test plans and test scripts developed by development team and QA team to make sure all requirements have been covered in scripts and tested properly.
• Facilitated the system integration and UAT for each release. Identified any job failures, hot/spot fixes in due course and ensured they were implemented by the development team.
• Lead the test team in creating, implementing and maintaining test documents according to the BRD. Maintains documentation of all test results to assist with debugging and modification of business application.