SUMMARY

• Marketing, Sales, and Service functional domain experience using Salesforce, SAP CRM, and other CRM Applications
• In-depth Knowledge and hands on implementation experience in Security, Telecommunication, High Tech, Networking, Public Sector, Manufacturing, Construction, Pharmaceutical and Service industries
• Hands-on experience in planning, requirements gathering, GAP analysis, designing, developing and deploying Enterprise applications and executed in rapid development Agile based scrum framework
• Implemented various SFDC and SAP CRM implementations covering Sales Cloud, Service Cloud, Quote-to-Cash, Call center, Chatter & App-exchange applications
• Hand-on experience with creating, and maintaining Business Process Definition Documents (BPDs) and Functional Specification Documents (FSDs)
• Competent in analyzing and creating Use Cases, Use Case Diagrams, Process maps, business rules, stakeholder requirements, Data/Flow/Navigational flow diagram using UML Tools like MS Visio
• Experience in CRM and ERP application Integration with legacy systems and 3rd Party applications
• Efficiently work in onsite and offsite environment to accomplish project deliverables
• Experience with both technical and functional aspects of Salesforce and Apttus and also have deep understanding of its underlying principles of SaaS and Cloud Computing.
• Experience in deploying Customer Communities, Partner Communities, Partner portals, Customer portals and Force.com Sites.
• Detailed knowledge of the project lifecycle using Waterfall, Agile Methodologies
• Good experience in Reports, Dashboards and Analytical Snapshots.
• Exceptional problem solving and decision making capabilities and received several appreciations from Business and upper management for resolving complex scenarios

TECHNICAL SKILLS

• Project Management ,IT Strategy ,CRM ,Business Intelligence ,e-Commerce ,MDM , Domo SAAS , Sales , Marketing , Service ,Customer Care , Operations , Finance , Excel , PowerPoint MS Project ,Visio , ARIS , uPerform , DocuSign , Form Assembly , Access , Oracle , SAP CRM Salesforce.com ,SAP ECC ,Oracle CRM , NetSuite , Apex , Visualforce , Boomi ,Apttus XML , Java , SQL , Agile/Waterfall , ASAP , System Architecture , Jira , Windows , Unix

CAREER HISTORY

Confidential 

Sr Salesforce/CRM Solutions Analyst and Enterprise Applications Analyst

• Performed complete analysis of existing systems and business processes related to sales (quote-to-cash), service, and Channel Partner and involved in supporting these processes
• Interacted with business operations, understood business model, involved in gathering requirements, translated needs into salesforce terms, developed data model, and defined objects and relations.
• Handling projects from planning to post-launch phases.
• Worked on various enhancements of the Salesforce and Apttus functionality to meet the changing business needs
• Worked on defining the new business processes and implementing the Salesforce and Apttus functionality to support these processes
• Involved in Salesforce integration with various internal and external systems
• Worked on administering the DocuSign, Form Assembly, OpsGenie, New Voice Media, Boomi and various other Enterprise applications
• Created complex workflows and Approval processes and administered the overall configuration, user management, customization, design and layout, data management, App Exchange and functionality of Salesforce CRM
• Lead production support team and support activities on existing business functionality
• Responsible for defining the requirements intake and change management processes
• Responsible for designing and implementing the ordering process for various channel partners using the Quote-to-Cash functionality, system integration and partner portals.
• Updated and maintained the libraries for Salesforce Content & knowledge Management, internal and external user Access to the Libraries
• Performed data analysis, created data dictionary, collected all lookup values, designed new relational database
• Working closely with Salesforce and Apttus Dev team to drive successful implementations of new projects, adoption data quality and best practices of use. Involved in Salesforce Application Setup activities and customized the apps to match the functional needs of the organization.
• Worked on Customer Support and Partner portal communities.
• Worked on customizing Salesforce consisting of but not limited to the creation of customer reports, dashboards and dashboard components, workflow rules, approval process, validation rules, page layouts, record types, profiles, sharing settings, assignment rules, auto response rules, queues, public groups, email temples, email to case, web to lead, support processes, lead processes, custom buttons and links, security controls, data migration/manipulation, ad mobile configurations.
• Implemented Salesforce integration with LinkedIn to generate the leads
• Conducted several technical design solutions meetings to sense possible difficulties that might arise.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Developed user training documentation and coordinated on UAT testing activities with users

Sr Salesforce/CRM Solutions Analyst and Business Systems Analyst

• Performed complete analysis of existing systems in organization and corresponding business process for sales and marketing.
• Interacted with business operations, understand business model, involved in gathering requirements, communicated business process, translated needs into salesforce terms, developed data model, defined objects and relations.
• Developed functional specifications document for Accounts and Opportunities module
• Configured Sales Force Automation (SFA) for account management, opportunity management, account and contact management and data quality management
• Implemented web-to-lead feature to automatically add leads collected from the Web.
• Defined Lead assignment rules based on Territory management rules.
• Conducted several technical design solutions meetings to sense possible difficulties that might arise for development team along with architects.
• Designed and developed a customized user interface using visual force.
• Implemented Apex triggers and workflow to automate customer service functions and also to send automated shipping notification emails to the customers and post order follow up.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Enabled chatter feeds.
• Developed custom objects, reports and configured analytic snapshots for sales performance and lead generation statistics.
• Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on record pages.
• Used field level security along with page layouts to manage access to certain fields.
• Used Intacct to complete Lead-to-opportunity, Opportunity-to-account and real-time business visibility.
• Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Integrated with Microsoft Outlook to track customer communications.
• Created custom Dashboards for manager’s home page and provided accessibility to dashboards for authorized people.
• Configured security and organizational hierarchy for sales for salesforce implementation.
• Administered Salesforce CRM applications for Sales, Marketing and Support Departments. Involved in creating multiple analytical reports, with varying degree of complexity.
• Implemented approval process for deal registration which involve several approvals from sales managers.
• Defined several workflows including creating tasks, email alerts, outbound messaging and field updates for accounts and opportunities module.
• Used sandbox mode for testing and migrated the code to the production instance in installments.

Sr Salesforce/CRM Solutions Analyst and Business Systems Analyst

• Analyzed the as-is business processes and operational functions within each CRM and supporting applications and identified the potential business transformation functions to simplify the process using Salesforce CRM functionality
• Organized the Client meetings for new business salesforce support development proposals, gathered the business requirements and created the business Solutions
• Involved in the complete life cycle of the project, from planning stage to Deployment of components and production support
• Created and Customized Custom Objects, Formula Fields, Cross Object Formulas, Roll up summary fields, validation rules, dependent picklists, and complex page layouts
• Created complex workflows and Approval processes and administered the overall configuration, user management, customization, design and layout, data management, App Exchange and functionality of Salesforce CRM
• Analyzed the requirements and prepared the proposal documentation for Email to Case and Web to case automation processes for the Business units and implemented the automation processes and Created Workflows, Email templates, Email Alerts to support the Automation
• Created New Queue’s to facilitate the separation and organizing the Cases according to the record types in relation to the New business processes evolving for Cases
• Updated and maintained the libraries for Salesforce Content & knowledge Management, internal and external user Access to the Libraries
• Worked on New Hire Setup or New Users and Employee Separation tasks.
• Created New Profiles and Roles to accommodate the access to a group of users according to the requirements mentioned by the New or existing Businesses
• Created Permission Sets for Users to grant special access to the Objects their profile is restricted to.
• Created New fields, page layouts, Controlling Fields setup, field level security, page layout assignments
• Documented the hard coded links and Instance Migration required steps for the Salesforce Instance Migration.
• Maintained the Portal User access rights to the Objects and created the new user Permission for External Business Users.
• Created Lead Assignment Rules for separating the Leads and assigning them to the appropriate Queue’s, Users and groups according to the Business Requirement.
• Created Report types to provide the access to different objects according to Business Requirement and created Reports and Dashboards as per the users Requests.
• Used Data Loader for insert, update, bulk import, and export of data from Salesforce.com. Used it to read, extract, and load data from comma separated values (CSV) files.
• Responsible for end user training sessions and user manual documentation