SUMMARY

• Over 7 years of experience in IT industry in Salesforce.com CRM platform and Business Analysis.
• Worked closely with the Sales Team as a Business Analyst and designed the solution by customizing various standard objects of Salesforce.com.
• Involved in Configuration, Implementation, Administration and Maintenance of the Salesforce.com platform.
• Developed Functional Requirement Documents (FRD), Business Requirement Document (BRD) and Requirement Traceability Matrix.
• Organized interviews with the users and Joint Application development (JAD) sessions for gathering requirements and developed Use cases in UML using Visio.
• Experience in Salesforce.com which is the leader in CRM solutions for Customer Relationship Management software and Cloud Computing.
• Proficient in gathering Business and Technical requirements from Formal & Informal sessions with SME & Business groups for new & re - engineering existing Applications.
• Excellent writing skills in preparing Business Requirement Documents (BRD), System Requirement Specifications (SRC), System Design Specification (SDS) & Use cases.
• Comprehensive understanding and experience of SWOT, Risk & Cost/Benefit analysis.
• Good knowledge of Waterfall and Agile SDLC methodologies.
• Excellent understanding of Software Development life Cycle (SDLC), gathering requirements by using Water fall and Agile methodology, root cause analysis, user story creation, creating workflows, process map, activity flows.
• The project was developed using Agile methodology, and hence had regular Scrum calls to track development and defect fixes.
• Worked on creating Custom Objects, Custom Fields, Role based Page Layouts, Custom Tabs, Custom Reports and Dashboards.
• Experience in SFDC CRM applications like Sales Cloud and Service Cloud.
• Experience in working on Apex Data Loader, Import Wizard for Data Migration and Management in bulk.
• Worked on various Salesforce.com environments such as Sandbox and Production environments.
• Experience in deploying between the Production and Sandboxes by using change set.
• Experience with Salesforce customization, Security Access, Workflow Approvals, Data Validation, Data Utilities, Sales and Marketing.
• Tracked, validated and communicated requirements using Requirement Traceability Matrix (RTM).
• Created Configuration work book, training material and conducted End User training.
• Flexible to work both in a team as well as carry out responsibilities individually with excellent trouble shooting mechanisms and highly adaptable to different work environments, willing to travel if required for project.
• Conducted Business Analyst Unit tests and helped support UATs and also conducted users training & prepared Users Training Documents.

TECHNICAL SKILLS

Salesforce Technologies: Custom Objects, Dashboards, Analytic Snapshots, Apex Language, Classes, Triggers.

Salesforce Tools: Data loader, Migration tool, Web services APIs, Force.com Eclipse IDE Plug-in

Operating Systems: MS Windows 2k3, 2k8.

Methodologies: Agile, SDLC.

Tools: MS Office, MS Excel, PowerPoint

PROFESSIONAL EXPERIENCE

Confidential, Herndon, VA

Salesforce.com Admin/ Business Analyst

Responsibilities:

• Worked on various Salesforce.com standard objects such as Accounts, Contacts, Leads, Reports and Dashboards.
• Created Custom Objects, Custom Formula fields, Field dependencies, Relationships, Pick-lists, Custom Tabs, Validation rules, Workflows, Approval Processes, Page Layouts, Search Layouts.
• Experience in SFDC administrative tasks like creating Permission sets, Profiles, Roles, Users, Email services, Reports, Tasks and Actions.
• Knowledge and expertise in SFDC CRM applications likes Sales and Service cloud.
• Generated various reports using combination of custom objects and standard objects.
• Perform administration tasks as needed, managing custom fields, integration and data cleanup.
• Generated various reports using combination of Custom objects and Standard Objects.
• Worked with Field & Page Layout customization for the standard objects like Account, contact, Leads.
• Involved in security levels and privileges by customizing Salesforce.com Profiles and Roles.
• Analyzed Business Requirements Documents (BRD) to get a better understanding of the system on both Technical and Business perspectives.
• Conducted Joint Application Design (JAD) sessions to allow different stakeholders to communicate with each other, resolve problems at infancy stage.
• Conducted Workflow process diagram and GAP Analysis by identifying existing technologies, documenting the enhancements to meet the end state requirements.
• Designed and developed Use Case Diagrams, Activity Diagrams, and Data Flow Diagrams (DFD’s) to define the Business Process.
• Developed and deployed workflows wherever necessary.
• Worked with the Development Team for solving the gaps in Business requirements.
• Well-versed with Requirement gathering, gap analysis, design, development, enhancement and testing of stand alone, multi-tier and portal based object oriented programming enterprise applications.

Environment: MS Visio, MS Project, Salesforce.com platform, Data Loader, Workflow & Approvals, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandboxes.

Confidential, San Jose, CA

Salesforce.com Admin/ Business Analyst

Responsibilities:

• Designed and deployed Custom tabs, Validation rules, Approval Processes and auto response rules for automating business logic.
• Worked on administrative tasks like creating profiles, roles, users, page layouts, email services, Approvals, Workflows, Reports, Dashboards, Tasks and action.
• Designed junction objects and implemented various advanced fields like Pick list, Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, and Approval process for automated alerts, Field updates, and Email alerts according to application requirements.
• Added users, roles, public groups and implemented additional role hierarchies, sharing rules and record level permissions to manage sharing access among different users.
• Implemented minor enhancements on standard objects like Campaigns, Leads, Accounts, Contacts, Opportunities, Quotes, Activities, Dashboards and Reports.
• Assigned fields, designed page layouts, custom tabs, components, custom reports.
• Experience working in service cloud, supporting cases, developed workflows and triggers for automated case resolutions.
• Customized the dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Installed Salesforce AppExchange Apps, configured and maintained user security permissions in compliance with organizational needs.
• Participated in the training sessions provided by the Salesforce team and support end users.
• Worked on Data Mapping and prepared Functional Requirements Document (FRD).
• Worked closely with Subject Matter Experts (SME's) to gain knowledge and understanding the cross-functional impacts of the system by conducting meetings.
• Designed and developed project document templates based on SDLC methodology.

Environment: Salesforce.com platform, Apex, Visual force, Data loader, HTML, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls & Data Loader.

Confidential, Atlanta, GA

Salesforce.com Admin/ Business Analyst

Responsibilities:

• Worked with Sales Team and Business Analysts and performed detailed analysis of Business and Technical Requirements and designed the solution by customizing various standard objects of Salesforce.com
• Interacted with the end users and stakeholders, gathered technical requirements from the legacy system also gathered Business requirements by facilitating meetings, and conducted JAD sessions with the business users, designers, Developers, SMEs, PM of the project ecosystem.
• Based on the Business Requirements, created multiple custom objects and fields and created lookup fields to maintain relationship between objects.
• Defined the look up relationship and master-detail relationship on the objects that helps in associating the records and defining a parent-child relationship in which the master objects controls certain behaviors of the detail object respectively.
• Created reports and dashboards for the business users with respect to the requirements.
• Knowledge in working on Apex Classes, Triggers, Objects, Components, and Pages from one environment to another environment using Change Sets for deployment.
• Worked on customizing the user Roles, Role hierarchies, Profiles and Sharing settings.
• Implemented support services at various SDLC stages like custom development and production support.
• Expertise in Business process Modeling & Use case Modeling using UML which provided the framework for deliverables and their inter-relationships allowing maximizing software reuse.
• Performed GAP analysis and Risk analysis from “As-Is” and “To-Be” documents to evaluate product features for traceability to functional business requirements.
• Conducted workflow, process diagram and GAP analysis by identifying existing technologies, documenting the enhancements to meet the end state requirements.
• Prepared presentations to present the updated status of various initiatives of the project to senior management.

Environment: Service Cloud, Salesforce.com platform, Workflow & Approvals, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandboxes, MS-Visio, MS-Project, UML & Clear Quest.

Confidential, Chicago IL

Business Analyst

Responsibilities:

• Interacted with various business team members to gather the requirements and documented the requirements.
• Analyzed the scope of the requirements and managed requirements to avoid gaps.
• Participated in Requirement Gathering Sessions & JAD Sessions.
• Involved in business analysis and project management, coordinating between the team members, addressing budget issues and creating test plans according to the business requirements.
• Worked with the project manager for planning and organizing the project activities, and in communicating with other business center managers and stakeholders of the project.
• Gap Analysis of client requirements, generated workflow process, flow charts and relevant artifacts.
• Defined and documented the vision and scope of the project.
• Met with various groups, including business owners, SMEs (subject matter experts) and marketing team for requirements gathering in definition Stage.
• Worked with the project manager to estimate best/worst case scenarios, track progress with weekly estimates of remaining work to do, conducting informal meetings ad hoc and as needed.
• Designed Use Cases using UML and managed the entire functional requirements life cycle using RUP.
• Followed the RUP methodology for the entire SDLC.
• Involved in writing and implementation of the test plan, and various test cases.
• Involved in project planning, coordination and implemented QA methodology.
• Prepared the Business Workflow using MS-Visio with input, output, Pre and post conditions.
• Enhanced test cases and scripts by adding the required functionality as per the new business requirements.
• Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization.
• Conducted GAP analysis and enhanced business process by integration.
• In charge of conducting the UAT with business users, and gathering feedback and providing the same to the Development team.
• Reviewing the test cases provided by the QA team, and providing feedback.

Environment: MS-Visio, MS-Project, Windows, SQL, MS Office (MS-Word, MS-Excel), MS Project 2002, Rationale Requisite Pro.

Confidential

Junior Business Analyst

Responsibilities:

• I worked with the stake holders on how to assemble a complete system of budgets, including budgets for Revenue, Production, Overhead, Administration, and Compensation.
• Analyzed the Bookkeeping - process payroll, and pay suppliers, and create financial statements.
• Worked on Corporate Cash Management to create cash forecast.
• Involved in documentation of Software Requirements Specification (SRS) using UML.
• Implemented SDLC which included Requirements, Specifications, Analysis, and Design & Testing.
• A major part of the responsibility included interacting with the Users and Business Relationship Managers and implementing the changes.
• Modeled the detailed design of the system using UML and Use Case Diagrams.
• Handled requests for proposals and making presentations to Stakeholders.
• Responsible for analyzing and Testing the user interface and constantly redesigning the system to increase its user friendliness for the clients.
• Performed Gap Analysis to check the compatibility of the existing system infrastructure with the New Business Requirements.
• Followed a structured approach to organize requirements into logical groupings of essential business processes, business rules, information needs and insured that critical requirements are not missed.
• Prepared Business Process Models that includes modeling of all the activities of business from conceptual to procedural level.
• Helped the testing team in tracing the requirements from Requirement Testing Matrix and involved in the User Acceptance Testing.

Environment: Windows, SQL, MS Office (MS-Word, MS-Excel), MS-Visio, MS-Project, UML, and Clear Quest.