SUMMARY:

• Almost 8 years of IT experience - 5 years in SFDC/ BA, Tableau, 3years as Business Analyst and Sql Developer. Sales Cloud, Service Cloud, Knowledge Base, Service Cloud Console, Case Management, Reporting and Dashboards, User Administration, Territory management, Training, SFDC Certified, Agile Methodologies
• Salesforce.com Certified Force.com Admin 201, Developer 401
• Salesforce Implementation Consultant/ Business Analyst/Administrator/Developer/ experience in IT Industry.
• IT experience in Sales force, maintenance of CRM systems on Windows Platforms as well as Service Delivery Analyst.
• Hands on experience on Tableau Desktop versions 7/8.2/9/10, Tableau Reader and Tableau Server.
• Creating users, groups, projects, Data connections, settings as a Tableau administrator.
• Produced attractive visuals/dashboards to convey the story inside the data.
• Strong Requirements gathering experience using JAD Sessions& Conducting User Interviews, and preparing functional documents like Use Cases, Software Requirements Specifications (SRS).
• Skilled in Salesforce.com (SFDC): Customization, Security Access, Workflow Approvals, Data Validation, Analytics, Sales, Marketing, Customer Service and Support Administration.
• Good Knowledge on Sales Cloud, Service Cloud on Force.com Platform with standard objects, marketing, customer service, management with all objects.
• Developing Project Scope Statements and making a road map for Salesforce configuration for our team. Created many User guides and power point Training sessions.
• Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Quote, Forecasting, and Call Center.
• Skilled in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, Campaigns as per client’s need.
• Expertise in Salesforce configuration that include creating Profiles, Roles, Users, Reports, Dashboards, Tasks, Actions, Workflow Rules, Page Layouts, Record Types, Approval Processes, Assignment rules, Validation rules, Bulk Triggers.
• Involved in development experience with Visualforce, designed front end pages with Visualforce, css, Js, calling classes, SOSL, SOQL.
• Participated in all phases of the software development lifecycle, including analysis, requirements definition, solution design, configuration, code development, testing, deployment and support.
• Experience in writing the SOQL and SOSL queries and Governor Limits
• Experience in designing and implementing and customizing Profiles,Tabs, Custom Objects, Reports, Analytic Snapshots and Dashboards to achieve complex business functionalities.
• In depth understanding and experience in sales cloud and service cloud automations using Salesforce in Call center, Community portals, Email to Cases, Softphone, Service Console.
• Integration with Tableau Software and other third party tools with Salesforce.
• Experience on Apttus CPQ product services, about its contract & revenue management
• Used Apex Data Loader to migrate data, such as accounts, campaigns from legacy systems.
• Experience in web technologies like HTML, XML, CSS,JavaScript.
• Knowledge and worked on SOAP, REST API’s to run apex classes and test classes.
• Implemented security and sharing rules at object, field, and record level for different users at different levels of organization.

TECHNICAL SKILLS:

SFDC Administration: Security Model, Access Control, Sharing Settings, Profiles, Roles, workflow rules, Validations, Assignment rules, Reports, Dashboards, Formula Fields, dependent fields, Standard & Custom Objects

Visualforce: Developing custom User Interface for Force.com platform using Visualforce pages using CSS Layout and Color themes according to the organization profile.

SFDC Tools: Data Loader, Lexi Loader, Connect Offline, Excel Connector, Salesforce to Salesforce, Visualforce

Web Technologies: Apex Custom Controllers and Extensions, Apex Triggers, S-Controls, SOQL, SOSL, App Exchange.

Database: Asp.Net, JSP, C#, HTML, XML, JavaScript, CSS, MSOffice, Excel, Adobe Photoshop, Visio SOQL, SQL Server, Oracle.

PROFESSIONAL EXPERIENCE:

Confidential, Memphis, TN

Salesforce.com Administrator/Business Analyst

Responsibilities:

• Administered Salesforce CRM applications for Service, Marketing and Support Departments. Involved in creating multiple analytical reports, with varying degree of complexity.
• Understand the Requirements and Functionality of the application from specifications.
• Mastered the ability to design and deploy rich Graphic visualizations with Drill Down and Drop down menu option and Parameters using Tableau.
• Maintaining Service Cloud with Email, Chat, Live Agents, reporting various functionalities on total Service cloud platform.
• Worked closely with Business users. Merging the Salesforce data, Interacted with ETL developers, Project Managers, and members of the QA teams.
• Created custom Reports based on business need and associated them to Dashboard.
• Working on Tableau reports implementing the Salesforce data analytics.
• Responsible for Implementing Salesforce.com for the Helpdesk and Change Management Group.
• Created customized reports and Dashboards.
• Created Queues, Public Groups and Email Templates.
• Worked on various visualizations for better dashboards and data facilitation reports for Director.
• Developing many reports monthly, weekly, daily according to the data source functionalities.
• Hands on building Groups, hierarchies, Sets to create detail level summary reports and Dashboards.
• Strong Dashboard design experience and passionate practitioner of effective data visualization.
• Provided Production support to Tableau users and Wrote Custom SQL to support business requirements.
• Utilized Tableau server to publish and share the reports with the business users.
• Distributed Tableau reports using techniques like Packaged Workbooks, PDF to different user community.
• Worked on various data sources merging (SQL, Salesforce, Oracle, and Excel) and building the better visualizations using the story board.
• Simultaneously worked on Salesforce reporting, Admin tasks, dashboard maintenance, generating new ideas to implement the data reports in better way.
• Worked completely on Service cloud, managing with Email, Chat, Omni-Channel, Live Agent, mainly with Cases.
• Responsible for the duties in Service Cloud CRM also, having customer cases and replying in the live chat box.

Environment: Salesforce.com, Tableau 8/9/10, Users, profiles, Reports, dashboards, story board, workbooks, SQL Server, Teradata, JS.

Confidential, Chicago, IL

Salesforce Administrator/Business Analyst

Responsibilities:

• Experienced with the Sales Cloud analysis, implementation, testing in all aspects. Worked extensively with Accounts, Leads, Opportunities, getting quote prices, managing the Users, Profiles, Roles
• According to the project evaluation and requirements, planned the special projects like Inside Sales console Integration, Account management enhancements, Report Analytics, Salesforce Communities.
• Created Functional and Technical flows and road maps for our organization.
• Worked on Profile Overhaul, consolidating profiles to less number, reduced 80 profiles to 20-30.
• Worked on whole Salesforce Cleanup for Organization on Standard & Custom Objects, Reports, and Dashboards.
• Worked on De Duplicating all the objects records. Merged and deleted the duplicates and maintained the reports
• Setup the cases and maintained the Jira tool for adding up the cases.
• Configure Console view for Inside Sales team to help with their productivity and an improved user interface, worked for 400+ users.
• Created Record types, Page layouts assignment and worked on the Profile management and Hierarchy. Created custom Reports based on business need and associated them to Dashboards. Developed all types of reports.
• Evaluated and assigned extraneous permission sets, field level security, object permissions.
• Support Salesforce users with account management, training and coaching. Develop, test and revise custom reports and dashboards to meet operational requirements.
• Getting the Users needs and requirements, modifying or maintaining the organization with new releases and updates.
• Consolidated the report folders and created the new reports, maintained the Role Hierarchy according to Region, Vertical, Manager etc.
• Created a Lead scoring system to help and manage leads effectively. Worked on various Apps getting into organization, making the Sales process run easily for our users. Hierarchy, custom dashboards, Layouts with Synoptic views, Dupe Catcher, Dragging roles, picture uploader apps.
• Worked with Loop Document services, Steel Brick for Quote to Cash price for working with products and opportunities stuff. Worked on Grid buddy system.
• Connected Salesforce data in Tableau interface for customizing interactive web dashboards for view of Sales pipeline and results.
• Interconnecting and Integrating the Aria database into our system for the Products database through Data Loader Implementation.
• Customized communities and managed content, engagement and workflow, maintained the reports easily to access data for multiple users and train the user team.
• Developed custom objects, triggers and workflows.
• Worked on getting the business process getting done with the Opportunity deals and quoting the prices, worked with Products and Pricebooks.
• Worked with senior team members to analyze of each product and its competitor, to integrate new product, and optimize existing products.
• Worked with Dynamic Apex to access sObjects and Field describe information, execute dynamic SOQL, SOSL and DML queries.
• Designed and developed a VisualForce page for an Executive level Briefing Template Integration into SFDC.
• Created and used Email templates in HTML and VisualForce.
• Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into salesforce.com, checking for the correctness of the data.

Environment: Salesforce.com platform, Profiles, Roles, Standard & Custom Objects, Communities, Workflow and Approvals, Reports, Custom Objects, Tabs, Dashboards, Email templates, CTI.

Confidential, Norristown, PA

Salesforce Admin/Business Analyst

Responsibilities:

• Created Roles, Profiles, Access Settings, Workflow Rules, Validations, creation and modification of fields and page layouts, upload of data.
• Setup and deployed Salesforce.com from the ground up for 250+ users.
• Developed automated sales opportunities, quote discounts and leadrouting.
• Worked extensively on Accounts, Contacts, Leads, Opportunities, Activities, other Standard Objects and Customized Objects for additional fields, Layouts, record types and validation rules.
• Responsible for setting up login restrictions and resetting the user passwords.
• Implemented public access settings for sites, restricted login hours, and restricted login IP ranges on profiles.
• Designed and developed the Cases object from scratch, getting all requirements about fields, page layouts, picklists, dependent fields, formulas, Workflows, Auto response rules based on Cases object.
• Designed all User Requirements and Functional Requirements about all modifications of the objects.
• Used Data loader for all data adding, updating, and deleting, exporting data.
• Involved in creating, monitoring, and measuring campaigns with Salesforce CRM Marketing.
• 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.
• Used field level security along with page layouts to manage access to certain fields.
• Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic.
• Created Email templates in Text, HTML and Visualforce necessary for the application.
• Familiar with Syntellect Phone linkCTI salesforce application which is used to provide agents with click-to-dial and screen pop capabilities.
• Having knowledge of using Apttus CPQ functionalities that how we prepare or propose the quote from salesforce org, providing the pricing model service through any sales process. Keeps the track of results of a product about the proposals. Worked on templates related to the customers that used the signature where the whole process takes place in product.
• Responsible for the duties in Service Cloud CRM also, having customer cases and replying in the live chat box.
• Performed Requirement Analysis by gathering both Functional and Non-Functional Requirements based on interactions with the Business User team to collect the Business Requirements, Processes and the Data Requirements for CRM implementation.
• Involved in JAD sessions with Business, SME for Business Analysis, requirement understanding, Solution Designing, Data Modeling, SFDC setup, Configuration, Data Migration as well as conducting end-user training.
• Build the organization’s role hierarchy by adding the Roles as per the organization structure and created custom profiles to satisfy the organization’s hierarchy.
• Performing the Risk Analysis and Cost Assessment for the Project implementation.
• Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and Customer service.
• Involved in creating gap analysis document, clearly identifying the data, business process and work flows of the organization with respect to salesforce.com implementation.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Customizing Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.
• Created new client record in sales force database and updated clients on the progress of their cases.

Environment: Salesforce.com platform, Workflow and Approvals, Reports, Custom Objects, Tabs, Reports, Dashboards, Email Services, Data Loader, Data Loader, Email Services, Security Controls, Sandbox data loading.

Confidential, Manhattan, NYC

Salesforce Admin/ Business Analyst

Responsibilities:

• Coordinated with users to determine requirements and prepared design documents.
• Performed detailed analysis of technical and business requirements.
• Worked closely with business partners to realize the full capabilities of salesforce CRM.
• Primarily involved in developing use case document for the application, traceability matrix, system requirement specification (SRS) and presentations for proposed solutions.
• Work closely with prospects/clients to identify technicalrequirements and technical infrastructure for CRM based enterprise solutions.
• Worked as enhancement team member and performed the roles of Salesforce.com Administrator in the organization.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, and Activities.
• Created prototype using html and CSS and Created development and integration plans.
• Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Build the organization's role hierarchy by adding the Roles as per the organization structure and created custom profiles to satisfy the organization's hierarchy.
• Resolved customer complaints and offered suggestions for improvements and enhancements.
• Participated in the development of software user manual.
• Created unit test cases and coordinatedchange requests to drive the business requirements during Integration and Testing stages.
• Working with Operations Manager and users to determine business requirements, provide administrative support and design /implement solutions in Salesforce.com CRM.
• Created Users, Roles, Profiles, Fields, Reports, Prioritize features based on needs.
• Provided record level and field level security.
• Responsible for creating Sharing rules among all the users in different Roles and Subordinates.
• Responsible for creating Queues, Workflowsrules and tasks to share and automate work to the users in the Queue.
• Configured Page layouts based on Users and Profiles.
• Responsible for Implementing Salesforce.com for the Helpdesk and Change Management Group.
• Created customized reports and Dashboards.
• Created Queues, Public Groups and Email Templates.
• Configured Sharing settings to specify the level of access the users have to each other’s data.
• Involved in Design and development of Workflows rules, triggers, validation rules and other customizations with Salesforce.
• Administered Salesforce CRM applications for Sales, Marketing and Support Departments. Involved in creating multiple analytical reports, with varying degree of complexity.
• Created APEX triggers, classes, test methods and visual force pages to implement custom functionality.
• Developed SOAP based requests for communicating with Web services.
• Experience in web technologies like HTML, XML, CSS, JavaScript and jQuery.
• Used SOSL and SOQL queries during the data migration and custom development.
• Developed S-Controls to manage sales plan call sheets within salesforce, capturing prep data and call activity.

Environment: Salesforce.com platform, Workflow and Approvals, Reports, Custom Objects, Tabs, Reports, Dashboards, Email Services, Data Loader, Data Loader, Email Services, Security Controls, Sandbox data loading.

Confidential

Business Analyst/Sql Developer

Responsibilities:

• Responsible for defining the scope of the project, gathering business requirements, doing gap analysis and documents them textually or within models.
• Interacted with the stakeholders by interviewing them, by preparing questionnaire and getting feedback.
• Experience with Cognos, SSRS Reporting tools and also SAS analytical tasks.
• Gathered and documented the requirements that are critical to the business mission and using those requirements to design application software.
• Worked on different Requirement Traceability matrix forms for testing evaluations and had in depth meetings for solving complex issues.
• Gathered requirements for generating account balance and transactions reports for a full year.
• Gathered requirements for linking the card payment system to the centralized payment system.
• Used RequisitePro to document requirements, associated change requests with requirements and connected requirements with Use cases.
• Documented business workflows textually as well as in UML diagrams according to RUP for the stakeholder review.
• Converted Data Transformation Services DTS application to SQL Server Integrated Services SSIS as assigned.
• Creating reports using SQL Reporting Services (SSRS) for customized and ad-hoc Queries.
• Worked in SSRS, SSIS streams for the data reports.
• Dealing with Integration of Data with different resources.
• Generated many reports based on the Client requirements.
• Created use case scenarios and documents work flow and business process.

Environment: ASP.Net, C#, SQL server, SSIS, SSRS, Requirement gathering, various testing techniques, other tools.