SUMMARY

• Having 8 years of experience in Administration, support and Data Migration of Salesforce CRM and Veeva CRM.
• Salesforce and Veeva Admin with 8 years of experience in Salesforce admin and support experience on multiple Health and science applications.
• Experience in Salesforce Administrator to validate business requirements and any considerations (security, scalability, limits).
• Maintained and customized Salesforce.com scopes such as users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions
• Extensive experience in analyzing business requirements, entity relationships and converting to salesforce customer objects and relationships.
• Experience across development and cloud - based technologies including object-oriented languages and the Salesforce technology stack (Apex, Visualforce, SOQL).
• Experience in salesforce customization in apex, triggers, visual force page, Batch and schedule the jobs.
• Extensive use of software best practices during various phases of Software lifecycle like Conceptualization, Requirement gathering, test cases validation and change advisory board.
• Experience in Veeva and Align modules includes Call Management, Territory alignment, MCCP, Dynamic Attributes.
• Experience in maintain the Align functional profiles and creating new roster members in Align and push the new record to CRM along with all of the proper assignments.
• Experience in managing support model including support requests, Incidents, reports and escalated administrative needs of users by providing prompt and complete resolution to technical challenges and business support issues.
• Experience support model in triage incidents raised by users / super users and diagnose whether the system is / isn't working as intended and identify which component(s) of the system needs to be remedied.
• Perform troubleshooting of production issues, updates for minor Cases and tickets requiring minor changes and enhancements to existing functionality.
• Experience in working on multitude of software projects in terms of complexity and size.

TECHNICAL SKILLS

Technologies: Salesforce.com, Veeva CRM and Veeva Align

Languages: Apex, Visualforce, CSS, HTML, JavaScript and JQuery

Applications / IDE: Visual Studio code, Jenkins, Service Now, Apex Dataloader

Domain: Sales cloud and Health care

PROFESSIONAL EXPERIENCE

Confidential

Environment: VEEVA CRM and Salesforce.com

Responsibilities:

• Maintained and customized Salesforce.com scopes such as users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions.
• Conducted training on all salesforce related systems to sales and marketing teams.
• Provided support to 500 Salesforce users worldwide and acted as the primary point of contact for end-user support.
• Developed, launched and managed in-depth dashboards and reports for all team functions on both management and individual levels.
• Configured page layouts, workflows, document templates, record types, & data fields.
• Created custom objects, fields, and triggers.
• Created training materials based on business requirements.
• Support QA testing of Salesforce/Veeva CRM releases and new features.
• Make recommendations to management regarding implementation as appropriate.
• Completed work in timely manner.
• Successfully participated in group projects.
• Cleansed duplicate data and defined dupe blocking parameters to maintain data
• Diagnose, prioritize and escalate tickets to Salesforce Administrators and Developers.
• Understand the new functionality being added as well as bugs being fixed by the Development team.
• Download and maintain production instance data backups

Confidential

Environment: VEEVA CRM and Salesforce.com

Responsibilities:

• Designating as offshore team memeber, responsible for attending client calls and supporting the Incidents via SNOW along with onsite counterpart and preparing weekly status report
• Presently as a Primary Contact person for Production Support.
• Involved in loading of clinics data in veeva system
• Managing users and assigning them to associated stores and Working on production support issues and resolving in time.
• Survey functionality and tracking the Survey History in Veeva Application. Configuration of roles and territory for users.
• Creating Reports and Dashboards and storing them in folders to give access to different groups of users at diff frequency based on client’s request.
• Creating Project related and Incident related documents (Workbooks as module wise)
• Object management like create object, fields, validation rules, record types, page layouts, Email Templates and Reports & Dashboards.
• Supported EMEA region markets across the globe on Veeva CRM.

Confidential

Environment: VEEVA CRM and Salesforce.com

Responsibilities:

• Designating as offshore team lead, responsible for attending client calls and supporting the Incidents via SNOW along with onsite counterpart and preparing weekly status report
• Presently as a Primary Contact person for Production Support.
• Cycle plans loading quarterly wise, based on Clients requests (Which accounts having the panel flag YES)
• ATL file loading (Territory to Add, Territory to Drop)
• Managing users and assigning them to associated stores and Working on production support issues and resolving in time.
• Survey functionality and tracking the Survey History in Veeva Application. Configuration of roles and territory for users.
• Creating Reports and Dashboards and storing them in folders to give access to different groups of users at diff frequency based on client’s request.
• Creating Project related and Incident related documents (Workbooks as module wise)
• Worked on Territory Re-alignments for the approved DCR’s (Data Change Requests)
• Administration of VEEVA CRM platform for Confidential which involved the Creation of new Objects, Fields, Page Layouts and Users.
• Object management like create object, fields, validation rules, record types, page layouts, Email Templates and Reports & Dashboards.
• Supported 100+ markets across the globe on Veeva CRM.
• Worked on Support issues creating users, Creating Sandbox’s, Unlocking the calls, Preparing the Reports as user requested

Confidential

Environment: Salesforce.com

Responsibilities:

• Execute data loads, set up and manage security, user permissions, password resets, break/fix instructions and data access.
• Understand the new functionality being added as well as bugs being fixed by the Development team.
• Download and maintain production instance data backups.
• Created Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows
• Approval Processes for automated alerts, field updates, and Email generation according to application requirements
• Created the tasks like creating Profiles, Roles, Users, Page Layouts, Email alerts, Approvals, Workflows, Reports, Dashboards, Tasks, and Events
• Created the batch class to update the all the Pending work orders and schedule the job.
• Have good functional knowledge and provide good customer experience through timely and appropriate communication as well as following through till issue resolution.
• Worked on Enhancements on Holbox Cabinets application CRM platform by writing Visual force pages.
• Worked on closely with Business Customer Support Team to understand the new business requirements of Unilever.
• Escalate process change requests, system enhancements or any other related requests through relevant mechanisms for approval / prioritization.
• Conducted data load activities using data from MS Excel / CSV files to SFDC using Apex Data Loader.

Confidential

Environment: Force.com, Apex, Jenkins and Bitbucket

Responsibilities:

• Analyzed requirements and developed detail design document of many components.
• Created pick lists, dependent pick lists, lookups fields, junction objects, master detail relationships, custom buttons, validation rules and formula fields
• Force pages and Visual Force Custom Controllers to customize the view and functionality of the page according to the organizational needs.
• Developed Apex classes and Apex Triggers on Force.com platform to customize application according to functional needs.
• Developed Inline VF pages as a Tree structure for Asset Hierarchy.
• Developed workflow rules for various business requirements.
• Developed Various Batch classes and scheduled classes as per requirement.
• Interacting with the onshore counterpart for developing the application.