Work Experience

Confidential

Sr. Salesforce Administrator

• Integrated and deployed Salesforce to an over 6700 user government agency.
• Manage the Salesforce Administration team whose responsibilities include but are not limited to script testing, generating process documentation, data integration and the customization of the production org.
• Continuously work with the clients on mapping, testing and implementing additional features and applications to their Production org.
• Administrated and monitored the organization's Salesforce CRM application.
• Created the workflows for automated lead routing, lead escalation and email alert.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• 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.
• Developed and Customizing salesforce.com application based on the user needs.
• Developed field page layout customization for the standard objects like Account, contact, Leads.
• Maintained and gave permissions to communication templates based on Profiles.
• Involved in Accounts Merging, maintaining Public Groups.
• Created Reports and Dashboards as per the customer requirements.
• Worked on Record Types, Validation Rules, Triggers and Page Layouts.
• Worked with senior team members to analyze of each product and its competitor, to integrate new product, and optimize existing products.
• Imported accounts and contacts data through Import Wizard.
• Worked on data migration from databases to SFDC using Data Loader.
• 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.
• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow Approvals.

• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Created new custom objects, assigned fields, custom tabs, components and custom reports.

• Created custom Reports based on business need and associated them to Dashboard.
• Customizing Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.

Confidential

Sr Salesforce Administrator

• Manage and facilitate proper usage of Salesforce as the power user and go to person for the sales and marketing teams.
• Support the execution of integrated inbound and outbound marketing and lead nurture campaigns.
• Develop and implement strategy for ongoing data import, validation, augmentation, and enhancement of the marketing database.
• Evaluate and select various data suppliers and enhancement technologies.
• Optimize the database for greater campaign effectiveness through segmentation, streamlining of the lead routing/follow-up process, and expansion data stewardship, de-duping, cleansing, normalization, data acquisition .
• Improve account targeting and allocation through management of key data account hierarchies, industry, employee size, revenue, named accounts .
• Develop and implement strategy for ongoing control, maintenance and enhancement of existing marketing database: process, standards, access control, and documentation.
• Define and implement lead scoring and routing rules to ensure proper assignment and follow-up.
• Define marketing analytics and create dashboards and reports to measure all aspects of the operations: database cleanliness, campaign effectiveness, lead distribution, pipeline contribution, ROMI, overall marketing performance.
• Provide leadership in defining, mapping and documenting key marketing operational processes.
• Daily administration and support of CASES' Salesforce database including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, pagelayouts and validations

• Working with management, strategic planning analysis staff and end-users to create and manage complex workflow rules, data validation, and triggers
• Develop and create customized reports and dashboards.
• Create and document application requirements by working together with those involved in the development of program enhancements and changes including program staff, programmers, strategic planning and analysis staff and/or outside consultants as needed.
• Manage the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating actual software testing.
• Keeping abreast of new Salesforce features and functionality and providing recommendations for process improvements.

• Train new and existing users on how to use database applications.
• Keep application users informed about system functionality and enhancements. Provide application users with technical support.
• Logging and tracking identified system problems through resolution.
• Creating and maintaining documentation on processes, policies, application configuration and help related materials for users as database applications are developed.
• Assist programmer with the development of technical documentation of existing and future applications.

Confidential

Salesforce.com System Administrator / Associate Data Analyst

• Help gathered requirements for new Salesforce procedures and applications.
• Process Account and Opportunity Transfers for NA Sales Team.
• Created Fiscal Year End Account Transfer process for Public Sector Sales.
• Garnered relationships with Sales Associates to assist with selling procedures.
• Garnered relationships with back office associates to assist with order processing, tracking and accuracy to ensure client expectations are met.
• Generate reports and dashboard for sales teams and management to ensure forecast accuracy.
• Interact directly with partners to resolve any discrepancies to ensure the accurate processing of your orders.
• Work with Marketing Management to assist in lead generation and conversion within Salesforce.
• Point of contact for all account creations, momentum tickets, user creation and general Salesforce inquiries and issues.
• Created the Quickstart training program for all of Public Sector Sales
• Created the Rules of Engagement document for all Public Sector sales and Operations

Confidential

Systems Integrator / IC Community Federal

• Managed, develop and strengthen relationships with our partners and System .Integrators Lockheed Martin, Northrop Grumman, BAE, Mitre and ect .
• Worked with clients and internal resources to develop, manage and support client programs and projects.
• Worked with our partners daily to discuss current open opportunity growth strategy, resolve any outstanding issues, and discuss future opportunities.
• Worked with our partners on both pricing out new opportunities as well as renewals for our System Integrators and I.C. clients.
• Reviewed, qualified and assigned all leads that come through the federal group to either our internal sales teams or to our partners.
• Analyzed weekly spreadsheets sent over by our partners to evaluate the quality of the leads sent them as well as the thoroughness of the updates for those leads.
• Met with management and marketing to discuss the status of the leads that were dispersed both internally and externally.
• Supported the Business Development team which includes 6 BDMs as well as our Intel team which includes 3 salespeople with opportunity updates, quotes, renewals, forecasts and reporting.
• Held one on ones with each BDMs to discuss their current forecast and to ensure that the information discussed has been correctly entered into our CRM tool.
• Compiled all forecasts and transpose the information into spreadsheet for management review.

Account Manager -

Confidential

• Scheduled weekly meetings with telecommunications providers to partner together to discuss how we can up-sell, maintain and retain our mutual clients.
• Created joint marketing materials with our partner providers.
• Created our client satisfaction survey.
• Managed, maintained and up sell an account base of about 350 clients.
• Worked with clients in regards to telecommunications expense management analysis.
• Met with clients and partners to establish a relationship with them as well as establish an overall understanding of their expectations.
• Assisted client interaction with their current carriers to better establish possible cost savings via service reconfigurations or contract re-negotiations.
• Maintained contact with clients via phone calls, emails or scheduling meetings with them on a regular basis.
• Kept clients up to date on new services and promotions that are available to them
• Analyzed client's current services, reviewed client's contracts and create / generate reports to better assist the client to understand their current monthly telecom expense.
• Sold services such as SONET, Ethernet, DS3s, T1s, PRIs, as well as Nortel and Cisco PBS, Switches and Routers.
• Worked with our internal groups to resolve any billing or service issues.
• Created MAC orders as needed to move, add, or make any changes to their contracts and services.
• Reviewed client's contracts and up sell them both new and existing services.
• Maintained and renew my client base.