SUMMARY

• Over 7 years of IT experience into Pharma and Advertising industries with over 3 years of Salesforce CRM platform experience as an Administrator and 4 years as Business Systems Analyst.
• Experience using Salesforce CRM platform in leveraging Setup, Configuration, Implementation, Administration, Deployment and Support of Salesforce CRM applications.
• Experience working with both Salesforce Classic and modern Lightning UI.
• Built various custom applications in Salesforce lightning using flexi pages, page layouts, lightning quick actions, LWC components as per the business needs.
• Extensive knowledge and hands - on experience with Sales and Service cloud modules.
• Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Process Builders, Reports, Dashboards, Actions, Tasks and Events.
• Good knowledge and experience on Bug Tracking and defect tracking using Buganizer and JIRA.
• Experience in writing SQL queries, SOQL, Functional Testing, Regression Testing, System Testing and Unit Testing.
• Experience in working with business teams to determine their needs, gather, analyse and document requirements.
• Experience in communicating with customers throughout the development cycle, manage customer expectations, resolve issues and provide project status.

TECHNICAL SKILLS

Salesforce Technologies: CRM (Force.com, Sales Cloud, Service Cloud), Database operations (DML, SOQL, SOSL), Workflow rules, Process Builder, Flows, Approval processes, Reports & Dashboards, Auto Response Rules, Email to Case, Web to Case, Profiles, Permission Sets, Roles.

Salesforce Tools: Force.com Eclipse IDE Plug-in, VS Code, Data Loader, Import Wizard, Workbench, Salesforce Inspector

Operating Systems: Windows 10/8/7/XP, Ubuntu

Programming Languages: C, Basics of Java, SQL, HTML, Basics of Hadoop

Documentation Tools: MS Office, Microsoft Visio, SharePoint, Confluence, Confidential Spreadsheets

Computer Skills: Advance Excel (Data functions, Pivot tables, Reference Lookups etc.).

Databases: SQL Server, MySQL

Defect Tracking Tools: JIRA, Rally, Buganizer

Testing Methodologies: Agile/Scrum

PROFESSIONAL EXPERIENCE

Confidential - Wilmington, DE

Salesforce Admin/BA

Responsibilities:

• Interacting with various business stakeholders to gather requirements and translate them to technical specifications.
• Worked on Case management capabilities like Email-to-Case, Auto response rules, Assignment rules for various business processes as part of Service cloud implementation.
• Designed, Implemented and deployed the Custom objects, Page layouts, Custom tabs, Components to suit to the needs of the application.
• Created User accounts, Profiles, Permission Sets, Roles and Sharing Settings to control user permissions and data visibility.
• Collaborated with various business users and product teams to design, develop, unit test and provide post deployment support.
• Used Data Loader to insert, update, and bulk import or export of data from Salesforce.com objects and to read, extract and load data from comma separated values (CSV) files.
• Responsible for giving the demos to the business teams on successful completion of Sprint developments.
• Worked in Agile SDLC environment and used JIRA tool for project issue and bug tracking.
• Experience in maintaining Salesforce orgs synchronisation, refreshing Sandboxes and performing post refresh activities.

Confidential

Salesforce Admin/BA

Responsibilities:

• Interacting with various business stakeholders to gather the requirements and acted as a liaison between business and tech teams.
• Created new lightning applications to have better user experience using various Lightning flexi pages, Custom tabs, page layouts and lightning components.
• Built custom email templates, email alerts, workflow rules, process builders, validation rules and approval process for organizational need.
• Created various reports and dashboards for multiple business groups as per the user needs.
• Responsible for handling the Salesforce user onboarding and offboarding requests.
• Collaborated with the QA team in reviewing and validating test plans and test cases and ensure that the application meets user requirements.
• Involved in active discussions by implementing better strategies and testing approach to improve the testing quality.
• Provided application support - monitoring system interfaces, generating reports, researching data issues, documenting support requests
• Performed business process support by identifying process improvements and doing gap analysis.
• Performing project administration, project tracking, documenting status reports
• Execute SQL queries to extract data across multiple tables and using aggregate functions.
• Involved in Agile Scrum Stand-up meeting, weekly automation and walkthrough meeting.
• Creating Bug reports, tracking and defect Management using JIRA.
• Provided Salesforce application trainings to Sales and Service representatives.

Confidential - Newark, DE

Program Analyst

Responsibilities:

• Reviewing project BRD\Project Charter and providing project testing estimation efforts for the onshore and offshore testing team through estimation tool.
• Creating test strategy document.
• Developing test plans, reports, designing test scenarios and scripts.
• Identifying testing risks and writing mitigation plans in test plan documents.
• Peer Reviews for Requirements, Designing, testing and coding.
• Test case/scenarios/scripts execution through Quality Center bug tracking tool.
• Contribute to team effort by accomplishing related results as needed.
• Arrange project requirements in sequence by analysing requirements, preparing a work flow chart and diagram using knowledge of computer capabilities, subject matter, programming language and logic.

Confidential

Analyst

Responsibilities:

• Understanding the requirements and specifications of the project and preparing documents.
• Write test cases and test plans as per the requirements in Confidential spreadsheets.
• Responsible for sending the project launch and status report communications to the leadership teams.
• Analysed the data in terms of functionality, performance, reliability, and present feedback to both the external and internal analysts.
• Develop SQL scripts to extract data from databases applying business logic as per business requirement for reporting purposes.
• Written SQL scripts to extract data from the database to check the productivity, quality of the team in daily, weekly, and monthly basis and evaluate their performance
• Preparing ad-hoc reports using excel sheets as per the management requirements.
• To train new joiners into the team.
• Bug tracking and bug reporting using ‘Buganizer’ defect tracking tool.
• Participated in daily SCRUM meetings and Requirement review meetings with team
• Worked towards the quality of the product to be delivered and working with different teams.