SUMMARY

• 8+ years of IT experience in software development and Business Analyst Sales force
• Experience in validating systems as per GxP, GMP, SOX compliance requirements.
• Well - versed in the working principles and applications of advanced interactive voice respond systems.
• Supporting test setup, analyzing defect metrics data and attending defect calls
• Experience on all phases of Software Development Life Cycle (SDLC) from project initiation to deployment. Experience in Agile and Scrum methodology.
• Good understanding of systems interfacing with Salesforce.com e.g. SAPS BODS, Business Objects, Eloqua.
• Experience in administration, configuration, Implementation, and Support of Salesforce.com CRM and Salesforce.com SFA applications and leveraging Force.com Platform, SAAS (Software as a Service) application running in Cloud Computing Environment.
• Hands-on experience and good knowledge of nCino Bank Operating System
• Provide training and coaching in the use of CPQ CRM systems. Identify training and development gaps and create plans to address.
• Well versed in analyzing CRM business processes that include Forecasting, Campaign management, Lead Management, Role Hierarchy, Territory Management, Order Management, Asset Management, Account Management, Case Management and merging management in a multi-tier environment.
• Experience with Account and contact management, Order management, Territory management, knowledge management, case management, entitlement management.
• Hands on experience in design, develop and implementing applications like Sales, Marketing, Partner Portal, and Service cloud and Support modules.
• Implementation and Maintenance of the advanced approvals using Apttus for all the regions.
• Analysis and documentation in the SSRS (Simplified System Requirements Specification) document of Auto RABIT Salesforce Release Management suite for Salesforce based nCino CL3 (Commercial Landing) implementation.
• Worked on CRM-Salesforce.com (SFDC both Service Cloud & Sales Cloud).
• Worked within the Data Management organization to gather requirements for reporting and metrics that support business objectives.
• Developed and implements SQL based reporting within the Data Management Organization’s Data Dialysis tool.
• Extensive experience in defining Siebel answers & dashboards in OBIEE
• Experienced in conducting Requirement Analysis, Use Case Design, Designing Test Plans and developed database schemas based on the logical models.
• Strong in understanding Business Requirements, defining test methodology, designing test plan, preparing documentation, standardizing procedures and establishing the test environment. Expertise in preparing the Test Strategy, Test Plans based on the Business and System requirements
• Strong hands on experience in development and execution of Test Plan, Test Strategy, Test Scenarios, Test Scripts, Test Cases, Requirement Traceability Matrix and Report generation for manual and Automation testing.
• Helped the QA team to develop test scripts for the validation of the process. Also performed unit testing and system Worked on automation Business Process Testing (BPT) test cases was able to run, test scenarios using the new QTP scripts and (E2E) team was able to execute.
• Comprehensive knowledge of RUP, Waterfall and Agile (Scrum & Xp) methodology.
• Vast experience with a variety of software development methodologies and a proven ability to adapt to any project environment allowing for effective management and execution on any project.
• Extensive experience in testing various reporting tools such as Oracle Forms and Reports, COGNOS and Crystal Reports tools.

TECHNICAL SKILLS

QA Tools: Test Director, Quality center, WinRunner, LoadRunner, QTP

Configuration and Change Management tools: Rational Clear Case VOB, Rational Clear Quest, Rational Requisite Pro

Requirement Mgmt Tools: Requisite Pro, Doors

Project Management: Microsoft Project, Microsoft PowerPoint, Open Office

Languages: SQL, PL/SQL,C, C++, ASP.NET, COBOL

RDBMS: Oracle 9i,10g, MS Access, DB2

Operating Systems: Windows 95/98/NT/2000/XP, Mac OS

Web protocols: TCP/IP, HTTP, FTP, SOAP over HTTP, POX

IVR Technology: Nortel, InterVoice, Cisco, Contact Center, Avaya, VXML, GrXML

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Business Analyst Sales Force

Responsibilities:

• Interacted with PMO,QA, Development, Architects and Operations to elicit, gather and analyze detailed business, systems, functional and non-functional requirements, regulations, requirements traceability matrix, process flowcharts and data models.
• Closely worked with SalesForce.com consultants while implementing the solutions for the requirements.
• Implemented Chatter, Chatter desktop, created public and private groups.
• Good Experience in implementing the Salesforce Lightning.
• Worked on point of contact for CRM-related vendors like Conga, Escape Notes, Clouding, Eloqua and ExactTarget.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Reports and Dashboards.
• Used Jenkins continuous integration tool to do the deployments.
• Expertise in building reusable UI components with Lightning component framework.
• Worked with territory management by giving access to accounts based on different criteria to different owners who don't have access to.
• Interface with clients from Operations, Marketing, Sales, Technologies, and Outside Vendors and act as their customer interface point as the lead of the Projects.
• Worked with Marketing, Sales and Legal teams to continually improve use of CPQ tool and Salesforce.com.
• Maintain and support the objectives of current Customer Relationship Manager (CRM) and Apttus Configure, Project, Quote (CPQ) systems
• Extracted the Salesforce CRM information into BI Data Warehouse using Force.com API/Informatica on Demand to provide integration with oracle financial information to perform advanced reporting and analysis.
• Have hands on experience implementing Enterprise territory management by defining territory models and territory types.
• Experience in CRM Base Customization Business partner, Organization management, Territory Management, Product Master, Org Model determination, Activity Management, Partner Processing and Action Profile.
• Customized the Dashboards to the track usage for productivity and performance of their sales teams.
• Experience working in service cloud, supporting cases, developed workflows and triggers for automated case resolutions.
• Designed, Implemented and deployed the Custom objects, Page layouts, Custom tabs, Components.
• Created the workflows for automated lead routing, lead escalation, alerts and custom coaching plans.
• Created Custom Objects and defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Featured key promotions and other offerings within the CPQ tool.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Was responsible for on boarding and orientation of various departments onto Salesforce.
• Designed and delivered custom features on theSales and service clouds.
• Maintaining and performing everyday administration activities.
• Experience with setting up of Salesforce Customer & Partner Communities.
• Worked on set-up of Salesforce1 mobile configuration.
• Developed approval processes, workflows, assignment, escalation and validation rules.
• Performed data clean-up and data loading activities by utilizing Apex Data Loader to achieve data sync and accuracy.
• Developed and configured various reports and dashboards to assist managers to better utilize Salesforce as aSales tool and configured various reports for different user profiles based on the need in the organization.
• Generating reports, dashboards for metrics per management request
• Designed and developed Workflow rules for generating mails and Tasks.
• Developed Deployment Strategy and deployed the application to Test, UAT and Production smoothly using salesforce.com IDE.
• Involved in developing Visualforce Pages, Controllers, Triggers, Custom Objects and UI Testing& Test Coverage. Involved in using lightening, process builder and workflows
• Responsible for UAT hand holding and ensuring a delivery of each module on time.
• Responsible for providing direct support to users on production issues.
• Involved in gathering Customer requirements from business user teams spread overSales Marketing and Customer service.
• Involved in Creating Gap analysis document, clearly identifying the data, business process.
• Involved in dealing with Workflows of the organization with respect to Salesforce.com implementation.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Plans network installations by studying customer orders, plans, manuals, and technical specifications; ordering and gathering equipment, supplies, materials, and tools, assessing installation site; preparing an installation diagram. diagrams and specifications.
• Maintains network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.

Environment: Salesforce.com platform, Apex Data Loader, Workflow and Approvals, Reports, Custom, Application, C#.NetMicrosoft IIS V.6, XML, XSLT, SOA, REST, ASP.NET MVC 4.0, NUnit, Oracle

Sr. Business Analyst Sales Force

Responsibilities:

• Documented Business Requirements and advised on implementation of developed solutions; contributed to cross-functional projects involving combinations of platforms and technologies.
• Developed Test Plans, Test Cases, and scenarios, Validation Plans, Validation Procedures, Test Data, Traceability Matrix and Test Summary Reports using Mercury Quality Center. Extensively used Mercury Quality Center for Defect Management.
• Hands-on experience and good knowledge of nCino Bank Operating System
• Responsibilities included interacting with users, gather empirical data to establish adoption level, gathering requirements, defining business rules, mapping requirements to Vanilla Salesforce, Performing gap analysis, and feasibility study.
• Responsible for overseeing the company's requirements, development, testing and deployment of Microsoft CRM projects.
• Integrated the Web Services for extracting the data from third party internal systems to display in the pages of salesforce.com.
• Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, OOD using UML.
• Experience working across various SFDC implementations covering Sales Cloud, Service Cloud, Call center, Chatter & App-exchange applications.
• Created four different support groups based on record types in salesforce.com application to handle partner cases.
• Developed Test Plan and reviewed and wrote test cases, data creation to perform SIT & UAT testing tasks.
• An end-to-end exposure on force.com business sales cloud applications Analysis and development.
• Written data driven test to handle the scenario requiring multiple sets of data using data table parameters in QuickTest Pro.
• Facilitated daily stand ups and managed task board with user stories and board
• 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
• Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and groups
• Implemented the requirements on Salesforce.com platform andSalesforce.com IDE Plug-in using Eclipse
• Implemented web based case management automation - Web-to-Case and Email-to-Case (on Case Object) to track and solve customer's issues
• Used SOQL with consideration to Governor Limits for data manipulation needs of the application using platform database objects
• Reviewing the test cases provide by the QA Team, and providing feedback.
• Created Custom Apps, Custom objects, custom fields, record types, validation rules, workflows, Approval processes, email templates, tasks and email alerts.
• Used workflow rules to automatically assign tasks, update field, or send e-mail alerts when certainbusiness events occur, such as the creation of a new record or a change in the value of a record field.
• Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships and formula fields to the custom objects.
• Involved in data mapping and migration of data from legacy systems to SalesForce.com Objects and fields
• Used Data Loader for insert, update, and bulk import or export of data from Sales
• Reporting and tracking the defects, and working closely with the development team and business users to ensure high quality and timely release.
• Work with onshore and offshore testing analysts to ensure testing of functional areas is complete, tracked and on-schedule.
• Assigned tasks among development team, monitored and tracked progress of project following Agile methodology.
• Replacing of numeric-formatted Member-IDs and Tier-Numbers; analyzed data, investigated service related issues.

Environment: Waterfall, MS Office Suite (Word, Excel, Access, PowerPoint, and Outlook), MS-Project, Visio, Salesforce, SharePoint, Android, IOS

Sr. Business Analyst Sales Force

Responsibilities:

• Identified scope, timelines and deliverables for the various groups through the project planning, development, and testing phases; analyzed batch and on-line system problems, job failures, and worked the Magic tickets incidents.
• Excellent knowledge of Salesforce.com CRM and its Development Life Cycle.
• Extensive experience in building Service Cloud and Custom cloud apps on Force.com platform for different business groups within the organization. Extensive knowledge of Salesforce.com tools and technologies and integration with external systems.
• Experience in Sales Force Customization, Security Access, Workflow Approvals, Data Validation, data utilities, Analytics, sales, Marketing, Customer Service and Support Administration.
• Experience with Service Cloud including: Service Console, Customer Portal
• Used different data tools - Apex Data Loader, Excel Connector, Import Wizard, SFDC Data Export, and Mass Delete etc.
• Experience with integrating cloud based applications with tools like Sciforma, Informatica Cloud, etc.
• Working Knowledge in Generating Reports, Dashboards, and customized reports and analyzing the data in Salesforce Experience working with Salesforce sandbox and production environments
• Well versed in cloud technology and on-premise infrastructure integration for Salesforce.com using Force.com platform, XML, Web Services and third party packages.
• Experienced in Administrating and Developing projects on Sales force platform.
• Strong Knowledge in AppExchange Applications for integrating with Third Party Applications.
• Experienced in training and mentoring team members with product knowledge and business processes.
• Excellent experience in managing large scale Enterprise Software Development & Implementation projects.
• Highly proficient in gathering business requirements, develop appropriate IT solutions formulating Technical Design and Architecture, leveraging emerging and established technologies.
• Well experienced in managing multiple projects, teams and deliverables in parallel, managing through the project lifecycle of Initiation to planning, Execution, Controlling and Project Closure.
• Excellent in communication skills, with the ability to interact with senior management, interpret and translate between IT & Non-IT teams, thus bridging gaps, to establish a common platform and achieve project goals thru seamless integration & collaboration.
• Develops documentation to support current and to test planned equipment configurations.
• Develops metrics, measurements and reports related to telecommunications systems.

Environment: MS Office Suite (Word, Excel, Access, PowerPoint, and Outlook), MS-Project, Visio, HP Quality Center, SharePoint, clarity, SalesForce.com

Confidential, Minneapolis, MN

Business Analyst

Responsibilities:

• Developed functional test strategies, use cases and test cases; created standard and ad-hoc reports by ETL data into Reporting database; maintained a list of files and transactions processed; implemented validation and data clean-up processes.
• Work cross-functionally with Business Sales Operations partners & Business Sales Management to lead implementation of initiatives to maintain and grow program, method and procedure updates, communications, trainings and program reporting. Create monthly program dashboard with program highlights, projects status & roadmap.
• Involved in writing complex SQL queries using Analytical functions in Microsoft Test Manager
• Responsible for E-commerce website developed in for new enhancement of existing B2B and B2C applications
• Performed the requirement analysis, impact analysis and documented the requirements using Rational Requisite Pro.
• Gathered requirements for the integration of POS system with the supply chain system
• Created source- Confidential data mapping document.
• Extensively involved in Scrum Methodology (Agile) and Waterfall and specialized in verification & Validation and entire SDLC model
• Creating and generating Purchase Order. Collecting those POs send across to different applications WMS, Sterling OMS, MDS, Oracle and obtaining the receipt confirmation.
• Worked closely with QA MTM personnel to create test plans and procedures for Quality Assurance
• Designed and developed Activity Diagrams, and Sequence Diagrams utilizing MS Visio.
• With JAD session with small retail business owners I understand Supply Chain Management (SCM) process for small business and their market demand.
• Assisted with the BRD for the POS implementation project.
• Proficient in Configuration Management tools such as TFS Team Foundation Server from Microsoft, MS Visual Source Safe and other open source control tools like CVS and SVN.
• Created Functional Requirements Document (FRDs), Functional Specifications Document (FSDs) and Traceability Matrices for application development. Involved in Data modeling and design of data warehouse in star schema methodology.
• Created the framework that moved website production support from developers to operations. Analyzed the implementation of a third-party content management system (CMS).
• Planned and defined system requirements to Wire Frames with Use Case, Use Case Scenario and Use Case Narrative using the UML (Unified Modeling Language) methodologies.
• Writing complex SQL Queries to test the Data Stage ETL process.
• Contributed towards writing test strategy analyzing the requirements and tracing with the test plan..

Environment: MicroFocus Workbench,, Oracle, PL/SQL, SQL*Plus, Cobol, CICS, SYBASE, DB2/ Mainframe, Windows NT, MS Access, Excel, MS Word, PowerPoint, Visio, Lotus Notes.