SUMMARY

• Customer - focused Salesforce Consultant with over 14 years of experience in improvement-based technical project management and business analysis.
• Demonstrated mastery in facilitating evaluation of requirements for business application integration and service activation; able to consistently deliver enhancements and solutions that drive customer satisfaction and loyalty. Salesforce.com, Sales Cloud, Service Cloud, Salesforce Sandbox POC, Salesforce Reports & Dashboards, Cloud Computing, Program/Project Management, Scrum, SaaS, Agile, Data Integration, Marketing, B2C, B2B, API’s, Security, Web Services, SDLC, QA Testing, Sales Enablement, Data Analytics, Change Management, Apttus, x-Author, records migration, Salesforce training and support. Salesforce Data loader, user setup, profile creation, Case management. Google docs. Salesforce Lightning apps configuration and implementation. Software renewal process. Microsoft Office Tools, MS Project, Visio, Jira, SharePoint Tools. Application governance.
• Possess excellent team building skills.
• Has an innate ability to adapt to new technologies and situations with ease.
• Possess excellent verbal and written communication, and organizational, issue resolution, analytical and problem solving skills that centers on customer service management, solution ownership and delivery. Is able to work independently, and as part of a team in structured as well as in unstructured environments.
• Extensive experience for infrastructure and software testing and managing technical product development lifecycle while working as a Senior Project Manager and Business Analyst.
• Interact with business users, identify and implement business technology procedures. Involved in traveling and setting up of software solutions at different sites of a customer as well as training business users after installation of the infrastructure of the software.
• Extensive experience in leading, planning, scheduling, estimating, forecasting, coordinating, controlling, managing, and delivery.
• Experience in realizing the business requirements to design on salesforce.com platform by designing the required entities.
• In depth knowledge of the Iterative Software Development Life Cycle (SDLC) using Rational Unified Process (RUP). Expertise in implementing Agile and Scrum methodologies through the four project phases, i.e., Inception, Elaboration, Construction and Transition.
• Highly motivated team leader with excellent communication, presentation and inter-personal skills, always willing to work in challenging and cross-platform environments.
• Facilitated User Acceptance Testing (UAT), Business Acceptance Testing (BAT), Production Acceptance Testing (PAT), Joint Application Development (JAD) Sessions for requirements gathering and business area analysis to identify business needs and technological improvements.
• Extensive experience on Service Cloud Implementation and Field Service Lightening (FSL) integration with Salesforce.
• Specialist in WWW Enterprise and Web Content Management.
• Proficient in Keynote, Final Studio and Adobe Photoshop.
• Working knowledge of storyboarding, graphic design, video/audio production, digital media, web content and User Interface as well as system integration and management.
• Extensive experience with Google Suite and Microsoft Office products: Project, Word, Excel, PowerPoint, and Visio as well as Apple products (Keynote, numbers).
• Working Knowledge of Vendor management and Data Center moves and upgrades.
• Successfully facilitated deployment (Requirements gathering, Functional Design Spec’s, Technical Design Spec’s, Deployment/Design, UAT, Post Production Support) of Common Product List (CPL) Enterprise level Project
• Extensive experience working with Salesforce (CRM) Sales, Service, and Marketing Cloud, Salesforce Communities
• Participated in 6 full life cycle Salesforce implementation projects as Salesforce Admin/Business Analyst
• Strong understanding of Business Analyst fundamentals to include requirements gathering, JAD sessions and Use Cases
• Excellent people management skills, with the ability to effectively communicate with business stakeholders working across all levels of global organization
• Active Learner: Understanding the implications of new information for both current and future problem-solving and decision-making
• Knowledge and experience with both waterfall and agile project methodologies
• Work directly with customer and help in user story documentation, planning for Agile process, support SCRUM Master
• Agile business requirement gathering sessions and design sessions experience
• Skilled in analyzing business context and requirements for UAT testing purposes
• Strong working knowledge of Apex and Visualforce development

TECHNICAL SKILLS

• Windows 2000
• Microsoft Suite
• LAN/WAN
• Act by Sage
• Salesforce
• CSG
• Adobe Echosign
• Windows 2003
• Norton Utilities
• TCP/IP
• Import Wizard
• PeopleSoft
• ICOMS
• Congo Composer
• Windows ME
• Windows XP
• SharePoint
• Avaya One-X
• VPN
• CAT 5
• Apex Data Loader
• IBM Cast Iron ETL
• SFDC Chatter
• Draggin Role
• Windows NT
• Windows Vista
• UNIX
• AS400
• MS Lync
• Confidential
• JavaScript
• Kronos
• Midas
• WebEx
• SQL
• Ethernet
• Routers
• SAN
• CTI
• Data Mapping
• Conga Courier
• Informatica
• Conga Merge
• Force.com
• BC OnDemand
• Service Cloud
• Marketing Cloud
• Apex
• Visualforce
• Salesforce API
• AppExchange
• Agile Accelorator

PROFESSIONAL EXPERIENCE

Confidential - Deerfield, IL

Salesforce CPQ Consultant/ BA

Responsibilities:

• Elicited requirements using interviews, documented analysis, requirements workshops, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
• Analyzed existing business processes in place and assess fit/gap to core/already established solutions.
• Defined business requirements together with business stakeholders and conducted prioritization discussions to meet business objectives
• Supported PM with Inception/Backlog Grooming preparation and execution to understand the product vision and its application in the overall E2E business processes
• Supported Inception preparation and documentation for upcoming program increments
• Prepared design artifacts: flow diagrams, use case documents, story maps, mockups to help visualize and describe the process
• Investigated on questions that arise from the Backlog grooming sessions
• Worked with the Scrum Team and Vendor BA/PO to understand how the Product Vision can be translated into working software
• Supported the solution design with Salesforce.com solution and technical architects; Defined integration requirements with integration architects as well as teams supporting other systems (e.g. JDE)
• Aligned requirements with Salesforce model - i.e. creating mockups/process flows of how layout/processes may get implemented in SF to fulfill the requested functionalities
• Aligned with POs on scope questions and support story writing related to the scope or AC at story level.
• Supported the development/test team in clarifying requirements/acceptance criteria
• Reviewed of stories to ensure they are remaining within the boundaries of the feature benefit hypothesis and Feature AC - consult with PM on discrepancies
• Augmented Acceptance Criteria in each user story to ensure system specific items are included so that scripts are written to adequately test for working software to meet the business needs and product vision.
• Supported POs with iteration demos and Supported PMs with System/Feature level demos
• Defined the UAT/PQ and E2E test scenario definition by working with PMs and Pos
• Supported UAT testing issue investigation and resolution
• Provided support to regional/country teams deploying the new customer service solution in countries
• Supported triage Production Issues (ad hoc) - discuss prioritization with PMs/POs - facilitate issue resolution with appropriate teams (Scrum or Sustain) once prioritized and assigned
• Investigated production issues and align on fix with PO/Dev Team/Sustain team (PM if necessary)
• Supported with Integration - mapping definition, testing issue resolution
• Designed, prototyped and documented Salesforce CPQ processes and configuration
• Collaborated with business partners to help shape functional and technical requirements of the CPQ.
• Demonstrated leadership and technical expertise by presenting custom solutions based on the Salesforce CPQ platform.
• Created and maintained detailed functional and technical CPQ documentation based on design specifications.
• Created and managed Price Rules, Product Rules, Discounting, Product Setup and Configuration, Product Options, Quote Templates, and Advanced Approval Rules with the ability to design for complex business use cases.
• Used and recommended best practices while delivering scalable high quality CPQ solution.

Confidential, Charlotte, NC

Lead Salesforce Consultant

Responsibilities:

• Successful implementation of Salesforce.com CRM across multiple business channels.
• Accountable for deliverables throughout all project life cycle phases (SDLC) from requirements documentation to release and delivery.
• Gathered customer requirements for FSC implementations.
• Provided detailed functional knowledge throughout the development process, with emphasis on translating needed business requirements into functional specifications.
• Maintained insight to current industry best practices and emerging Salesforce.com functionality, and how they can be applied.
• Served as an expert during the sales process to demonstrate the value of solutions built on FSC.
• Applied Salesforce.com expertise to configure and support Salesforce.com Sales and Service Cloud functionality.
• Assessed the business requirements and processes and align them withsalesforce.comin order to achieve the business goals.
• Worked with team to document detailed functional specifications, workflow diagrams, data dictionaries, Salesforce.com configuration, and other required artifacts (SDLC).
• Assisted in the design and creation of Salesforce.com reports and dashboards.
• Partnered with Quality Assurance team to document test plans and use cases, and participate in unit and integration testing as needed.
• Worked with multiple project team members, including Business Analysts, Project Managers, Technical Leads, Developers, QA, and other System Analysts throughout each project.
• Communicated process and system solutions to project team members and key business stakeholders.
• Established, interpreted, executed and recommend modifications to policies.
• Ensured governance, compliance, and regulatory processes are followed.
• Managed morning standup meetings with team members to ensure sprints, work items, personal, and CSR’s are properly managed by utilizing Agile Accelerator.

Confidential, Charlotte, NC

Lead Salesforce Consultant

Responsibilities:

• Worked in high profile capacity as a Salesforce Lead on 3M Salesforce Implementation managing SFDC design solution/architecture
• Led team of offshore developers in the delivery of technical systems and components
• Projected Management role responsible for keeping SFDC design and development project phase on track
• Translated business requirements into detailed architectures and designs
• Documented all technical requirements and design technical solutions utilizing enterprise architecture standards including documenting all solution components and configurations
• Experienced creating Salesforce Communities with client Org.

Confidential, Greensboro, NC

Sr. Salesforce BA/Product Owner

Responsibilities:

• Managed all aspects project life-cycle (initiation planning, executing/controlling and closing) associated with Solstas instance of Salesforce.com in Sales, Marketing, Service Cloud environments.
• Defined project requirements and business case, including complex problems and focus on bring issue to resolution, escalate as necessary to meet timeless.
• Managed integration project of Solstas instance of SF.com and Quest Diagnostics instance of SF.com.
• Created and modify custom and standard reports for all levels of management to include dashboards.
• Trained new and existing users how to navigate Salesforce instance.
• Worked as a liaison between development team and business units
• Captured business requirements through user stories and acceptance criteria’s
• Developed Salesforce training content for Business Analyst within organization by utilizing Trailhead
• Requirement Analysis, and Documentation, Configuration, Development and Deployment.
• Implemented CPQ Advanced Approval for multi-level approval process with dynamic routing.
• Setup Partner Discount using Price Rule and Lookup Object.
• Created Quote Template.

Confidential, Charlotte, NC

Sr. Salesforce BA/Product Owner

Responsibilities:

• Responsible for defining, documenting and articulating functional scope. Also involved in technical analytical, problem-solving and identifying, analyzing, tracking and managing customer and application data flow issues throughout a software system.
• Developed FSC prototypes & presented prototypes to clients as part of the implementation cycle.
• Managed all aspects project life-cycle (initiation planning, executing/controlling and closing) associated with the GFI instance of Salesforce.com.
• Defined project requirements and business case, including complex problems and focus on bring issue to resolution, escalate as necessary to meet timeless.
• Created and deliver presentations to senior level management on project goals and plans including GFI Salesforce Project Target Time line Report and Weekly Salesforce Case Review Report.
• Used apex triggers, batch apex, workflow / approval rules, to support our processes
• Created or improved Visualforce pages
• Provided insight & best-practice recommendations for our clients around the optimal use of FSC.
• Created new custom buttons or support our existing ones
• Worked with end users to conduct UAT with system.
• Assigned pass or fail status and managed UAT testing results.
• Trained and helped people to create reports, dashboards, and / or list views
• Identified, created, and implemented new procedures that help meet compliance requirements, improve processes and efficiency.

Confidential

Lead Salesforce Consultant

Responsibilities:

• Performed system administration functions for Sales, Operations, and Support personnel in Technology Environment.
• Provided first level help and support and technical solutions for all end users of Corporate CRM System (Salesforce).
• Resident expert for CRM systems used by entire sales organization and supporting employees.
• Documented, verified, tested, and reported any programing related issues to development group for resolution
• Analyzed work flows, validation rules, user profiles, escalation rules, and error messages in order to troubleshoot end user issues.
• Run and created custom reports, adding and deactivating users in system, creating reports and dashboards
• Helped end user navigate through system by answering basic to complex system questions.
• Trained/mentored new Salesforce Administrators on highly customizable Salesforce environment at Confidential .
• Created and maintained custom objects, fields, and formulas, validation rules and custom workflow, triggers, alerts.
• Trained end users and answered questions with overall navigation and functionality of Salesforce environment to include Reports/Dashboards, custom, and standard objects (Lead, Accounts, Contact, Service Location, Opportunities, Service Request, Site Surveys).

Confidential, Sunnyvale, CA

Salesforce Consultant

Responsibilities:

• Migrated 260+ users from Siebel on Demand (Oracle CRM) to Salesforce Sales Cloud.
• Performed interviews, collect requirements, transform into business requirement to be implemented in Salesforce.
• Worked with the business to migrate data to Salesforce.
• Assisted business on specific need in Sales and Marketing. Write test plans, assist business in preparing specific test plans for the business to follow in Test and user acceptance testing.
• Prepared mapping from Siebel to Salesforce for transformation of records. Leads, Accounts, Opportunities.
• Supported the business as Salesforce Systems Administrator
• Managed requests thru Jira, prepare stories and request for support activities.
• Prepared training outlines for Object level training.
• Support business based on software renewal process.
• Wrote SQL queries against data warehouse to confirm opportunities updated for renewal. The tool in use was Toad.
• Wrote SOQL script to add records to production for annual subscription of opportunities.

Confidential, San Francisco, CA

Senior Business Analyst

Responsibilities:

• A comprehensive understanding of Content Management systems and principles.
• Worked with regional and worldwide teams, and external partners to develop and produce content while constantly assessing requirements as needs evolve.
• Managed and produce, the web (WWW, E-Business) and Online Sales Platform (Apps2k, online banking and mobile banking) queue based on business priority and impact.
• For large projects, Waterfall methodologies were used while for maintenance, Legal and Compliance request and small projects, Agile methodologies were used.
• Managed the maintenance platform to provide direction and oversight of key deliverables: queue capacity, risk assessment, escalation contact.
• Accountable for defining and maintaining a comprehensive work plan with clear objectives, roles/responsibilities, deliverables, activities, schedule, deadlines, and success criteria for measuring team effectiveness.
• Facilitated communications among all stakeholders, including internal and external business and technology development and support teams.
• Managed the execution of training documentation along with process improvement opportunities to better support team efficiency.
• Conducted impact assessments and manage risks/issues to resolution, while ensuring communications to all impacted teams are clear and consistent. Issues may stem from production escalations.
• Consistently ensured the focus of the teams is directed on accomplishing tasks that are directly aligned to approved activities and critical path.
• Proactively identified and removed roadblocks that slow the team’s progress against the schedule and overall objectives.
• Worked with hiring manager to assess and monitor maintenance operations
• Validated maintenance tasks in production deployments, which occur outside of standard business hours.
• Lead project teams and build strong relationships with team members across multiple business groups.
• Customer oriented approach and proven record of delivering solutions.
• Specialist with Content Management Systems (Documentum, XMetaL, SDL Tridion, AEM) and creation of Website Taxonomy (metadata, Reports, Structure Groups, Folders, dropdown list, dynamic content, workflows and bundle creations etc.).
• Analyzed content structures and taxonomies to deliver content effectively.
• Implemented complex content and taxonomies changes to support business needs.
• Provided guidance on complex content and taxonomies.
• Managed complex Content Management Projects.
• Used Final Studio Applications and Adobe Photoshop to update executive and Corporate Communications through Web Channel Management process.

Confidential, San Jose, CA

Infrastructure Project Manager/BA

Responsibilities:

• Identified, assess and managed risks to the success of the project.
• Ensured that realistic project and quality plans are prepared and maintained and tracks all activities against the plan, providing regular and accurate reports to stakeholders, as appropriate.
• Managed the change control procedure and ensured that project deliverables are completed within planned cost, timescale and resource budgets, and are signed off. Gained agreement for revisions to the project(s) from project sponsors.
• Actively represented the project team, ensuring that effective relationships are built and maintained with the business.
• Ensured that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured. Produced appropriate documentation to support these processes.
• Evaluate and recommend/decisions on technical options as appropriate.
• Managed Data Center upgrades and moves.

Confidential, San Jose, CA

Infrastructure Project Manager/BA

Responsibilities:

• Took full responsibility for the definition, documentation and satisfactory completion of medium-scale projects.
• Identified, assess and managed risks to the success of the project.
• Ensured that realistic project and quality plans are prepared and maintained and provided regular and accurate reports to stakeholders as appropriate.
• Ensured Quality reviews occur on schedule and according to procedure.
• Managed the change control procedure, and ensured that project deliverables were completed within planned cost, timescale and resource budgets, and are signed off.
• Provided effective leadership to the project team, and took appropriate action where team performance deviates from agreed tolerance.
• Ensured that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured. Produced appropriate documentation to support these processes.
• Evaluate and recommend/decisions on technical options as appropriate.
• Vendor Management: Worked closely with Vendors like NetApp, HPM Networks, Confidential, Verizon, AT&T and many more during project phase.
• Managed Data Center upgrades and moves.

Confidential, Pleasanton, CA

Business Analyst

Responsibilities:

• Managed/Analyzed the CA WPP requirements gathering and documentation for KP.org based on business priority and impact.
• Accountable for defining and maintaining a comprehensive work plan with clear objectives, roles/responsibilities, deliverables, activities, schedule, deadlines, and success criteria for measuring team effectiveness.
• Facilitated communications among all stakeholders, including internal and external business and technology development and support teams.
• Managed/created the execution of training documentation along with process. improvement opportunities to better support team efficiency.
• Conducted impact assessments and manage risks/issues to resolution, while ensuring communications to all impacted teams are clear and consistent.
• Consistently ensured the focus of the teams is directed on accomplishing tasks that are directly aligned to approved activities and critical path.
• Proactively identified and removed roadblocks that slow the team’s progress against the schedule and overall objectives.
• Lead project teams and build strong relationships with team members across multiple business groups.
• Implemented the process and managed documentations for the team members through share point, Wiki and project directories.
• Used Final Studio Applications and Adobe Photoshop to update executive and Corporate Communications through Web Channel Management.
• Specialist with web content management (Documentum, XMetaL, AEM).