SUMMARY

• Over 7 years of IT experience with more than 4 years of experience in Salesforce.com CRM (SFDC) Business Analyst and 3 years in Business Analyst.
• Experience in the complete life cycle of project development (SDLC) including System Analysis, Design, Development, Testing, Deployment and Maintenance.
• Experience in working with Salesforce developer toolkit (Apex, Visualforce, force.com IDE, SOQL and WebServices/ Metadata API).
• Good knowledge on development using Apex Controllers, VF Pages and Apex Triggers.
• Strong experience in defining and managing custom Objects, Creating page layouts, Developing field validations, campaign Management, formulas and workflow rules.
• Extensive work experience on designing of custom fields, page layout assignment, custom Tabs, custom reports, report folders, designing Custom Report Types, Dashboards as per the client and application requirements.
• Experience in working on Sales Cloud as well as Service Cloud.
• Experience in creating rich user interfaces (UI) using CSS, HTML, JavaScript and AJAX.
• Experience in using Force.com Web services API for implementing web services in the application for access the data from different third party applications.
• Experience in designing junction objects and creating Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, and Approval Processes.
• Experience in implementing security and sharing rules at object, field, and record level for different users at different levels of organization. Also created various profiles and configured the permissions based on the organizational hierarchy.
• Good understanding of Salesforce.com Governor Limits with an ability to optimize code to respect those limits.
• Proficient in Data Migration from Traditional Apps to Salesforce Using Apex Data Loader.
• Experience in writing SOQL and SOSL statements.
• In depth understanding of CRM business processes like Forecasting, Campaign Management, Lead Management, Account Management, Case Management.
• Proficient in working with users and stakeholders to elicit, analyze, communicate and validate requirements usingJAD, JAR, and Brainstorming sessions, identify Functional, Non - Functional, and Business Rules, and then subsequently model them.
• Experienced inBusiness Analysisworking closely with Business & Support Unitsand have experience in usingObject Oriented software development (OOD)methodologies likeXP-Agile, Rapid Application Development & Test Driven Development.
• Experience in Requirements gathering experience Conducting User Interviews, and preparing functional documents like Use Cases, Software Requirements Specifications (SRS).
• Excellent Interpersonal and Communication skills, fast learner, hardworking and good team player also accustomed to work in both large and small team environments.

TECHNICAL SKILLS

Salesforce Technologies: Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visual Force Pages / Components, Apex Web Services, AJAX, Workflow & Approvals, Dashboards, Case Management Automation, Custom Objects

Salesforce Tools: Force.com Eclipse IDE Plug-in, Apex Data Loader, Force.com Excel Connector

Database: Microsoft SQL Server, Microsoft Excel, MS Access

Web Technology: SOAP, REST, WSDL, HTML, JavaScript, XML, JSON, CSS

Methodologies: Agile, SDLC

PROFESSIONAL EXPERIENCE

Confidential, Irvine, CA

Salesforce Business Analyst/Admin

Responsibilities:

• Performed in-depth analysis of business practices and provided recommendations on ways to improve the processes.
• Planned and conducted requirements elicitation meetings with the business to collect functional and non-functional requirements relating to clients Salesforcetechnology enhancement and initiatives.
• Created data flow diagrams and process flow diagrams to facilitate better system understanding.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Worked on variousSalesforce.com standard objects like Case Management, Accounts, Contacts, Price book, Quote.
• Developed custom Objects and Fields as specified in the scope document.
• Have an understanding about the CPQ usage for streamlining and ensuring the quoting and pricing accuracy.
• Designed various WebPages in VisualForce for capturing various customer enquiries and Implemented logic for migrating cases to different queues based on the type of customer enquiry.
• Configured web to case and email to case.
• Created case sharing model and assigned cases to support teams using case assignment rules.
• Created Case Queues which automatically assign cases to a specific user or group of users based on predefined criteria.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Worked on Record Types, Validation Rules, Triggers and Page Layouts.
• Analyzed different business reports and guided the team on deployment and customization of those reports inSalesforce.
• Worked on designing different custom dashboards for various user groups based on their business functionalities and needs.
• Conducted brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.
• Created a sync of contacts, email alerts, events and tasks betweenSalesforceto Outlook and Outlook toSalesforcesuccessfully using salesforce-outlook integration.
• Worked on various AppExchange products like Docusign, Cogna Composer, data.com clean assessment etc., according to the needs of the organization.
• Developed Apex triggers for various events as per business requirements
• Used Data Loader to migrate the data.
• Involved in mapping the fields between the current reporting system andSalesforceusing data loader.
• Used SOQL Queries to resolve the data issues using the Developer Console.
• Reviewed the test cases provided by the QA team and providing feedback.
• Conducted internal training sessions for business users onSalesforcetechnology functionalities, especially with respect to reports and dashboards.

Environment: Salesforce.com platform, Record types, Reports, Dashboards, Email, Sharing Rules, MS Word, PowerPoint, Excel, Validation Rules, Messaging, Dashboards, Standard and Custom Objects

Confidential, Rochester, NY

Salesforce Business Analyst/Admin

Responsibilities:

• Configured/customized the Salesforce application as per the client’s requirement.
• Used detailed knowledge of application features and functions to assess the scope and impact of business needs throughout analysis and completion of all enhancement specifications for each business partner and cross impacted groups.
• Documented cross functional requirements and walkthroughs for each system interface team.
• Built relationship across multiple technology, operations, services, sales, program and product team to accomplish end goal.
• Designed and deployed the custom objects; identified the lookup and master-detail relationships; and created the junction objects.
• Customized the standard objects like Account, Contact, Lead, Opportunity and Campaign.
• Created new custom objects like Call reporting, Call Plan etc. and assigned fields like pick lists, dependent pick lists and formula fields to suit the needs of the application.
• Created various profiles and configured the permissions based on the organizational hierarchy.
• Implemented security and sharing rules at object, field, and record level for different users at different levels of organization.
• Created Page Layouts to control the layout and organization of detail and edit pages of objects to meet the functional requirements of client.
• Implemented the validation rules, workflows for automated lead routing, lead escalation and email alert and approval process for the records on the custom objects.
• Developed various Reports and Dashboards for data analysis.
• Implemented the searching and tagging functionality.
• Used Data Loader for insert, update, and bulk import or export of data to Salesforce.com Objects.
• Assisted Project Manager in setting realistic project expectations and evaluating the impact of changes on the organization and conducted project related presentations.

Environment: Salesforce CRM, validations and Workflows, Apex Data Loader, Force.com Platform, Eclipse.

Confidential, Cupertino, CA.

Salesforce Administrator

Responsibilities:

• Involved in Salesforce.com Application Setup activities and 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.
• Worked with variousSalesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Reports, and created custom objects based on Business need.
• Developed various Custom Objects, Tabs, Components and Visual Force Pages and Controllers.
• Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in theorganization.
• Developed and deployed workflows and approval processes for opportunities and products/ assets management.
• Provided administrative level support for users of theSalesforceapplication.
• Responsible for mass delete/transfer records using Data Management.
• Created custom links, formulas, Layouts, workflow and approval processes. Set both object-level and record level security.
• Deactivated users to release licenses when required and assigned new users to those roles.
• Monitored and resolved the Service Requests, specifically, visibility issues involving Custom Profiles, Public Groups, and Sharing Rules.
• Defined Custom Profiles, User Permissions and created Custom Sharing Rules for Record owners with“Read only”Permissions granting client-requested Create/Read/Update/Delete capabilities.
• Created and customized detailed reports with filters, conditional highlighting, custom subtotals and charts.
• Provided support ongoing Salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflow, campaign management, Triggers.

Environment: Salesforce.com Enterprise Edition, Profiles, Role hierarchy, Workflow & Approval processes, Data Loader, Reports, Custom Objects, Custom Tabs, Security Controls, Data Management, Lead processes, Record types.

Confidential, North brook, IL.

Salesforce Business Analyst/Admin

Responsibilities:

• Performed the role of Business Analyst, interacted with various business user groups for gathering the requirements for Salesforce.com CRM implementation.
• Documented and shared the requirements with other Salesforce.com consultants for further implementation.
• Closely worked with Salesforce.com consultants while implementing the solutions for the needs of organization.
• Work with Solution Architecture and product teams to identify and define the business needs and find the solutions to fulfill business requirements.
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Worked on marketing campaign that focused on merging sales, marketing, and customer service and support databases within Salesforce platform.
• Customized tabs for among different business users groups and business centers.
• Create various profiles and configured the permissions based on the organizational hierarchy requirements.
• Created the workflows for automated notifications for every entry and assign tasks to respective teams.
• Supported in developing Apex Classes, Triggers and linked them to manage the workflows developed in the system.
• Developed various Custom Reports and deployed them for different business user levels.
• Provided the training to the internal business users to use the application and develop their own custom reports.
• Performed the role of support engineer for the internal users and helped them in getting used to the application, generated reports and saved them for further access to the users.
• Supported the data migration activities for migrating the data from various business centers and business center users with the support of Salesforce.com.
• Involved with Salesforce.com Premier Support and handled the support cases with the help Salesforce.com support.
• Administrated and monitored the company’s Salesforce CRM application using Business Process Management especially workflow management.
• Used the sandbox for testing and also performed User acceptance testing.
• Created various Reports (summary reports, matrix reports, pie charts, and graphics) and Report Folders to assist Service managers to better utilize Salesforce and configured various Reports and for different user profiles based on the need in the organization.
• Created Customized dashboards for the service representatives and case team members to keep track of the cases assigned to them and to share insight across the company.

Environment: Salesforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Workflow & Approvals, Custom Objects, Sandbox data loading, Eclipse IDE Plug-in.

Confidential

Business Analyst

Responsibilities:

• The key objective of the assignment is to provide forecasting support for the markets in Client defined region.
• Customizing global forecast models to fit the needs and market situation of the individual markets.
• Assumptions gathering and validation.
• Populating the forecast models and generating forecast outputs.
• Developing scenarios and fine tuning the forecast.
• Training the stakeholders on developing the assumptions, populating the model and generating the forecast output.
• Client communication and FTE management.
• Patient flow modeling, Segmentation and Peak patient share analysis.
• Estimating the patent expiry impact, impact of new launches and market events.
• Sensitivity analysis: Commercial scenario building- What if scenarios.
• Involved in Epidemiological studies of diseases to get a rough estimate of patient number.
• Market analysis of companies in a particular therapeutic category via defined methodology and secondary search.
• Company share analysis i.e. company profiling, segmenting its revenue for a geographical level and product category level by using secondary databases like gbe. bund, AIHW, Bloomberg, OECD, Factiva

Environment: Scrum, UML, MS Visio, Rational Rose, MS Office and HP Quality Center, Enterprise Architecture, MS Project.