PROFESSIONAL SUMMARY:

• Eight years of IT experience in the Salesforce CRM platform as a Solution Architect, Developer, Business Analyst, and Administrator
• Completed participated in 6 Salesforce.com full life cycle implementations
• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Certified Platform Developer I
• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Sales Cloud Consultant
• Salesforce Certified Community Cloud Consultant
• SFDC implementation expert, with strong knowledge of marketing, sales and service clouds applications across various industries
• Experienced in utilizing Salesforce APIs (SOAP/REST/Bulk) and HTTP web callouts
• Strong knowledge of SOAP & RESTful service design & development
• Able to design complex SOQL and SOSL queries.
• Skilled in training business users in Salesforce functionality
• Able to lead a full life cycle implementation including requirements, design, configuration, development, testing, and documentation.
• Skilled in documenting “as - is” and “to-be” processes for legacy migration projects including data modeling, security, and data validation
• Skilled in gathering requirements and implementing business processes in Salesforce “out-of-box” with declarative programming
• Experienced in building out both new implementations and enhancement/integrations to existing implementations
• Expert in extending out-of-box functionality with custom objects, custom fields, and Apex triggers
• Skilled in automation using formula fields, lookup relationships, Workflow Rules, Flow and Process Builder
• Strong skills in customizing Salesforce implementations for multiple user groups using role hierarchy, page layouts, record types, assignment rules, approval processes, queues, and sharing rules
• Strong experience with Lightning development for custom mobile apps
• Strong understanding of the Salesforce data model for standard and custom objects.
• Strong understanding of the Knowledge Centered Support (KCS) methodology for content management in Salesforce
• Strong understanding of best practices for content management and case management in Salesforce
• Ensured data integrity using Field Dependencies, Validation Rules, and Approval Processes
• Experienced in building reports and dashboards as per user requirements
• Expert in developing/delivering end user training materials and configuration documentation
• Experienced in developing and testing new functionality in sandbox environments and uploading to production via change sets deployed Salesforce instances using Change Sets
• Hands on experience in conducting Joint Application Development (JAD) sessions with End-users, SMEs, Developers, QAs and other stakeholders for project meetings, walkthroughs and customer interviews.
• Experienced in making recommendations and presentations to upper level management
• Great interpersonal and communication skills, focused, self-motivated, quick learner and team oriented.
• Experienced in developing Visual force pages and Custom Application, Sandbox data loading and Web services API for implementing web services in the application for access to data from external systems
• Strong exposure to Security and sharing rules implementation at object, field, and record level for different users at different levels of organization and also Single Sign-On (SSO) setup.
• Experienced in optimizing Salesforce for field agents using the Salesforce 1 mobile application
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes
• Strong Hands on experience in writing apex Controller classes, batch processes, schedulable classes, triggers, test classes.
• Experienced in managing offshore teams

TECHNICAL SKILLS:

Operating Systems: Windows 98/NT/XP/Vista/7, Windows CE, Linux, UNIX, iOS, Mac.

Languages: C, C++, XML, HTML, JavaScript, Java J2SE, APEX, SQL, SOQL

Tools: Box, MS Excel, MS Word, MS Powerpoint, MS Project, MS Outlook, MS SharePoint and MS Visio, MS Server 2008 R2, MS Office 2010, Eclipse 3.0, Netbeans, Win SCP, WinCVS, Bugzilla, Netsuite, TargetProcess, JIRA.

Web Technologies: Web Services, HTML, DHTML, CSS, XML, Java Script, Informatica.

Methodologies: SDLC, RUP, Scrum, Agile, UML, Waterfall

PROFESSIONAL EXPERIENCE:

Confidential, Peoria IL

Solution Architect / Technical Integration Specialist

Responsibilities:

• Lead Consultant on a ground-up implementation of a Salesforce Partner Community for managing a B2B sales pipeline
• Designed solution to meet stakeholder requirements using Salesforce best practices
• Enabled Single Sign On and Just In Time provisioning for enterprise users
• Managed Salesforce integrations with existing enterprise tools including SAP, IBM e-commerce, and custom Identity Management provider
• Configured reports and dashboards for senior management.
• Developed custom Lead conversion process to extend out-of-box functionality to meet business requirements.
• Developed enhanced user experience using Lightning UI for internal sales agents and Angular Js for community members
• Delivered a ticketing system using Service Cloud case management functionality
• Developed test scripts for UAT
• Documented system architecture for core business users
• Managed third-party integrations with other existing systems
• Led stakeholder meetings describing project goals, progress, and timelines
• Prepared training materials for end users of the Salesforce instance
• Managed offshore team in development of web services required for integrations with existing systems

Confidential, Redlands CA

Solution Architect / Development Lead

Responsibilities:

• Implemented Salesforce Service Cloud for use in addressing customer support requests and deflecting future support requests
• Improved support agent UI using Lightning.
• Enhanced existing call center operation to include case assignment rules
• Deployed change sets to previous implementation by testing and developing in a sandbox environment
• Configured and customized Salesforce Knowledge for use in a public Knowledge Base
• Configured and implemented a Feedback Management Tool to allow users of the public support site to submit actionable feedback on published articles
• Documented As-Is and To-Be requirements for the Content Management System
• Developed new businesses processes to ensure automation of core workflows whenever possible
• Documented cross functional requirements and walkthroughs for each system interface team
• Led migration project from Customer Portal to Salesforce Communities for capturing customer-driven product enhancement requests, password resets, and other self-service tasks
• Managed third-party integrations with other existing systems
• Led stakeholder meetings describing project goals, progress, and timelines
• Prepared training materials for end users of the Salesforce instance
• Prepared migration plan for data from deprecated legacy systems into Salesforce
• Managed remote offshore team in development of web services required for integrations with existing systems

Confidential, North Carolina

Sr. Salesforce Business Analyst / Developer

Responsibilities:

• Carried out regular meetings and walkthroughs with development team members, Project Manager and Quality analyst to better understand system functionality
• Conducted JAD sessions with the management, different 3rd party vendors, users, and commercial and other stakeholders for open and pending issues to develop specifications
• 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
• Facilitated requirements gathering cross multiple vendors and organization
• Tracked and maintained the requirements to functionality traceability and use case traceability
• Performed the detailed analysis of functional and technical requirements; designed and deployed the custom objects; identified the lookup and master-detail relationships; and created the junction objects.
• Implemented 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.
• Created new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports.
• Implemented pick lists, dependent pick lists, validation and formula fields to the custom objects.
• Implemented the validation rules on the objects and tabs, Page layouts, Custom tabs, and Components to suit to the needs of the application.
• Implemented the workflows and approvals for various functional requirements.
• Implemented the searching and tagging functionality; developed various custom reports and dashboards for data analysis.
• Used field level security along with page layouts to manage access to certain fields.
• Assisted Project Manager in setting realistic project expectations and evaluating the impact of changes on the organization and conducted project related presentations.

Confidential, Warren NJ

Sr. Salesforce Business Analyst, Service Cloud Consultant

Responsibilities:

• Performed in-depth analysis of business practices and provided recommendations on ways to improve the processes.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Worked on Sales cloud and service cloud.
• Experience working on Case Management, captured cases from the company's website and customer emails.
• Created case sharing model and assigned cases to users according to the role hierarchy.
• Escalated cases according to the case priority
• Worked on Auto response rules if customers contacted beyond the business hours.
• Created Case Queues which automatically assign cases to a specific user or group of users based on predefined criteria
• Worked on Record Types, Validation Rules, Triggers and Page Layouts.
• Planned and conducted requirements elicitation meetings with the business to collect functional and non-functional requirements relating to client's Salesforce technology enhancement and initiatives.
• Conducted brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Created a sync of contacts, email alerts, events and tasks between Salesforce to Outlook and Outlook to Salesforce successfully.
• Created Email Templates and Mail Merge Templates and was involved in doing the mail merge for different standard and custom objects.
• Worked on various AppExchange products according to the needs of the organization.
• Worked on various Salesforce.com standard objects like Case Management, Accounts, Contacts, Content, Reports and Workspaces.
• Worked towards preparation of requirements management plan, business and functional requirement documents.
• Developed custom Objects and Fields as specified in the scope document
• Created data flow diagrams and process flow diagrams to facilitate better system understanding.
• Outlined the organization hierarchy and created profiles, roles accordingly in Salesforce; worked on visibility and security settings around them as required by the business.
• Used Data Loader to read, extract, and load data from comma separated values (CSV) files or from a database connection
• Involved in mapping the fields between the current reporting system and Salesforce using data loader.
• Performed import and export operations to load customer data and other master data using data loader.
• Conducted internal training sessions for business users on Salesforce technology functionalities, especially with respect to reports and dashboards.
• Analyzed different business reports and guided the team on deployment and customization of those reports in Salesforce.
• Worked on designing different custom dashboards for various user groups based on their business functionalities and needs.

Confidential, San Jose, CA

Salesforce Business Analyst / Administrator

Responsibilities:

• Requirement generation by meeting with the business users.
• Create Change Request Document for monthly change releases.
• Created Record Types, Page Layouts, Fields, Reports and Dashboards.
• Implemented Email2Case for business users depending on the business user request.
• Worked on Assignment rules, Auto Response rules.
• Worked on Controlling and dependent picklist fields, formula fields.
• Created workflow rules, email alerts, field updates.
• Modified existing workflow depending on user request.
• Created Approval processes, Updated Approval processes, Re-Assign Approvers, Delegate Approval Process.
• Troubleshoot user problem requests.
• Troubleshoot access issues.
• Review impact analysis on new enhancements.
• Developed validation rules on Accounts, Opportunities, Custom objects.
• Change user roles for record visibility
• Troubleshoot record visibility for users.
• Solve Adhoc requests.
• Work with business user to attend PRM requests.
• Modify, delete records as per user requests.
• Involved with the team during org split changes.
• Prepare the RTP to the release record for deployment.
• Worked with Technical Architects to get the governance signoff.
• Document business user requirements.

Confidential, Milpitas, CA

Salesforce CRM Administrator

Responsibilities:

• Requirement generation by meeting with the customer interaction team.
• Involved in Salesforce.com application and customized apps to match the functional needs of the client.
• Migration of data from Microsoft Excel to Salesforce using Import Wizard.
• Created page layouts to organize fields, related list and other details on a record detail and edit page.
• Implemented Salesforce principles to create custom objects from pick lists, dependent pick lists, lookups, junction objects, master details relationships, validation and formula fields.
• Customized work flow implementation using SFDC standard objects such as Leads, Reports, Dashboard.
• Created Summary reports, matrix reports, and dashboards.
• Generate Web-To-Lead code and integrate on the website to track leads into salesforce.
• Worked with teams throughout the organization to improve their workflow and grow Salesforce with business needs.
• Developed validation rules to prevent bad data from being entered.
• Create workflow to update fields or send email alerts as appropriate.
• Setup new objects and implement appropriately to handle new business needs.
• Create new fields as needed.
• Worked on customizing the application using some Custom Objects and Record Types.
• Created Workflow rules to update the fields and sending emails based on the business rules.
• Generated Validation rules to validate the data entered by the user.
• Generated Standard Reports provided by Salesforce and scheduling the delivery through email to the business users.
• Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects. Used it to read, extract and load data from comma separated values (CSV) files.
• Work with application teams to execute End to End test cases.

Confidential, San Jose, CA

Salesforce CRM System Administrator

Responsibilities:

• Requirement generation by meeting with the customer interaction team.
• Design database using Microsoft Visio and prepare functional design ER diagrams.
• Developed Salesforce Applications for business requirements and extended the application to take into account critical business needs as well as make the system user friendly.
• Configured the application for users with various job responsibilities and provided appropriate access to data.
• Developed workflow rules, work flow tasks, emails and alerts to track customer related tasks and activities.
• Configured various Reports and Dashboards based on the need in the organization
• Customized user interfaces to market relevant information available in one place making the system more efficient.
• Developed Salesforce.com approval workflow with tasks from interview schedules and approvals for further interviews finally resulting into offers.
• Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.
• Used field level security along with page layout to manage the visibility and accessibility of fields for different profiles.
• Imported data from excel sheets in to Leads, Opportunities, Accounts, Contacts and Projects using Data Loader and Import Wizard.
• Involved in packaging the custom application as packages and make it Public to the clients.
• Knowledge and implementation in packaging Appexchange apps.
• Develop, test and deploy the code and configuration changes from QA to Production during release management.
• Created a tailored partner portal for each partner.
• Increase channel effectiveness by providing all documents, pricing, and materials in one place.
• Manage the partner lifecycle from recruitment to measurement.
• Configure and customize the lead, opportunity management for partner portal.
• Implement business rules for partner portal.