SUMMARY:

• Over 10 years of professional experience of which 7 years of hands on experience in Salesforce CRM platform as a Salesforce Project Manager, Administrator and Analyst.
• Experience working across various SFDC implementations covering Sales Cloud, Service Cloud, Marketing Cloud, Call Center, Chatter, Community Cloud, Salesforce Knowledge & App - exchange applications.
• Designed various Custom Objects, Custom Fields, Page Layouts, Custom Tabs and Record Types as per the requirements.
• Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Approvals Processes, Workflow Rules, Validation Rules, Reports, Dashboards, Tasks & Events.
• Extensive experience in data migration and integration using Data Loader, Jitterbit and Informatica Tool.
• Expertise in CRM business processes like Forecasting, Campaign Management, Lead Management, Pipeline Management, Account Management, and Case Management.
• Experience in analyzing business requirements, entity relationships and converting to Salesforce custom objects, Lookup Relationships, Master-Detail Relationships.
• Proficient in designing Custom Formula Fields, Roll up summary, Field Dependencies, Field Updates, and Email generation according to application requirements.
• Knowledge of Apex Trigger, Apex Class, Apex Test Methods, Visualforce Pages, SOQL, SOSL, Integration, Web Services.
• Configured and maintained user security permissions according to organizational needs.
• Involved in data-mapping and migration of data to SalesForce.com Objects and fields.
• Integrated Salesforce for Outlook.
• Experience in training the internal business users to use the SFDC application.
• Excellent communication and inter-personal skills, technical documentation and reporting skills, accustomed to working in both large and small team environments.
• Ability to effectively communicate technical issues and resolve problems at all levels of the organization both internally and externally.
• An effective team player with excellent problem solving and interpersonal skills.
• Strong leadership abilities and a quick learner to new concepts and applications.
• Strong written and verbal communication skills.

TECHNICAL SKILLS:

CRM: Salesforce.com.

SFDC Technology: Validations Rules, Workflow Rules, Process Builder, Assignment Rules, Escalation Rules, Email to Case, SOQL, SOSL. SFDC Utilities/Tools: Data Loader, Jitterbit, Informatica. Apps/Managed Packages: Kugamon Order to Payment, CPQ, DocuSign, Conga Composer, Marketo, Eloqua, Pardot, Dupe Catcher, Dedupe, OwnBackup

PROFESSIONAL EXPERIENCE:

Confidential, PA

Salesforce Implementation Project Manager/Administrator/Analyst

Roles and Responsibilities:

• Served as Technical Lead for system integration project between Salesforce and IBM legacy system (SAP).
• Responsible from requirements gathering to technical delivery of salesforce.com integration projects.
• Developed use cases and test scripts
• Performed QA testing and worked with the business to address development and production issues.
• Provided Salesforce support for 400 users which included troubleshooting custom system workflow/process issues, investigating errors generated by conflicts between integrated managed packages and custom workflow rules and daily end user questions.
• Experience creating proposals for implementation and integration projects
• Responsible for controlling project deliverables, scope & expectations.
• Hold regular status meetings with project team and vendors to drive task assignments to completion.
• Facilitate business development discussions with business users to identify opportunities to utilize SalesForce.com and improve business processes.
• Develop comprehensive functional requirement documents and training documentation to support the successful implementation of initiatives.
• Advise management team of Salesforces.com best practices and provide configuration recommendations.
• Provide training to end users on Salesforce.com functionality and updated business processes.
• Created Custom Objects, Custom Fields, Formula Fields, Master-Detail and Lookup Relationships, Custom Button and Custom Links.
• Worked extensively on Accounts, Contacts, Leads, Opportunities, Activities, other Standard Objects and Customized Objects for additional Fields, Page Layouts and Record Types.
• Involved in creating various Custom Reports and Dashboards.
• Developed Workflow Rules, Email Templates, Approval Processes, Process Builders and Validation Rules.
• Created and customized Profiles, Roles, Sharing Settings, Queues, Public Groups and Permission Sets based on business requirements.
• Involved in Insert, Update, Upsert, Delete and Export Data using Data Loader.
• Wrote Apex Triggers and Apex Test Classes
• Involved in maintaining and refreshing the Sandboxes, Outbound Change sets and Inbound Change sets.

Environment: Salesforce, Apex Data Loader, Internet Explorer, Google Chrome, Microsoft Excel, Microsoft Word, Microsoft Project, Salesforce App Exchange Managed Packages.

Salesforce Administrator/Analyst

Roles and Responsibilities:

• Created various Custom Objects and Custom Fields
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Cases, Activities, Dashboards and Reports.
• Implemented security settings, object level security, field level and record level security
• Extensively used Tab permissions, Record Type and Page Layout permissions
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Customized Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.
• Developed Case Assignment Rules, Escalation Rule, Auto Response Rules, Email to Case, Web to Case
• Created Workflow Rules, Workflow actions and time dependent actions
• Configured Validation Rules based on business requirement
• Implemented pick lists, dependent pick lists, lookup and master detail relationships
• Managed all new user set-ups and deactivation, including following approval process and transferring ownership of account/contact/opportunities for deactivated users.
• Created various Reports and Dashboards based on company’s requirement
• Configured and integrated Salesforce for Outlook
• Arranged weekly webinars and trained end users to use SFDC application
• Involved in training of Salesforce functionality to end users and conducted training sessions for Salesforce new releases.
• Documented Salesforce fundamentals for easy understanding and navigation for business users
• Performed mass data imports using Apex Data Loader and Informatica Tool
• Developing, implementing and testing on the Sandbox environment
• Managed Account Team Members
• Wrote Apex Triggers and Apex Test Classes to meet business requirements

Environment: Salesforce, Apex Data Loader, Informatica Tool, Internet Explorer, Google Chrome, Microsoft Excel, Salesforce App Exchange.

Salesforce Administrator/Analyst

Roles and Responsibilities:

• Managed all new user set-ups and deactivation, including following approval process and transferring ownership of accounts/contacts/opportunities for deactivated users.
• Regularly audits data to uncover data integrity issues and/or opportunities for process improvement.
• Performed mass data imports using the Apex data loader and import tools as requested by CRM Manager.
• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Worked with Pervasive Data integrator for Comprehensive data Integration.
• Deployed web to case and email to case as case creation channels.
• Modified the sharing model as required.
• Created and maintained custom fields and modifying Picklist values and field dependencies.
• Developed custom objects, reports and configured analytic snapshots for sales performance and lead generation statistics.
• Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
• Imported and updated campaign data.
• Modified Lead Assignment Rules.
• Responsible for creating Queues, Workflows rules and tasks to share and automate work to the users in the Queue.
• Managed security controls by modifying sharing settings, field accessibility, password policies, session settings and network access.
• Modified Apex Class, Apex Test Methods, Triggers and Visualforce Pages.
• Work closely with prospects/clients to identify technical requirements and technical infrastructure for CRM based enterprise solutions.
• Worked closely with sales team and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com.
• Provided training to the internal users and helped them in getting used to the application, generated reports and save them for the further access to the users.

Environment: Salesforce, Informatica Tool, Apex Data Loader, Security Controls, Google Chrome, Command Links, Workflow and Approvals, Custom Objects, Picklist Values, Sales Performance & Lead Generation

Salesforce Administrator/Analyst

Roles and Responsibilities:

• Interacted with various business team members to gather and documented the requirements.
• Prepared technical documents and implemented the requirements on Salesforce.com platform.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Cases, Opportunities, and Campaigns.
• Designed, Implemented and deployed the Custom objects, Custom Fields, Page layouts, Custom tabs, and Components, to suit to the needs of the application.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Rolled out SF Chatter to improve and accelerate company-wide Communication.
• Involved in creating and customizing Email template and configuring them to the email alert within the workflow rule for a standard/custom object.
• Set up Assignment rules, Web-to-Lead and Auto-Response rules.
• Configured validation rules based on business requirements.
• Created custom reports used Tabular, Summary and Matrix reports.
• Designed and modified Approval processes and created Approval steps which used email alerts and field updates.
• Applied workflow processes, workflow actions and time dependent workflow actions.
• Used Apex Data loader for bulk import and export of data.
• Configured and integrated Salesforce for Outlook.
• Customized Apex Triggers, Apex Classes, Apex Test Methods and Visualforce Pages.
• Conducted internal training sessions for business users on Salesforce technology functionalities, especially with respect to reports and dashboards.

Environment: Salesforce, Apex Data Loader, Salesforce for Outlook, Email to case, Web to lead

Salesforce Administrator

Roles and Responsibilities:

• Built the following custom apps on the Salesforce platform:
• A human resources app to manage talent acquisition.
• A custom app for room reservations called ‘Roomforce’ that grew to handle 100,000 reservations per year.
• Integrated casino management system and hotel management system
• Loaded several communications templates and created dashboards so users could easily track performance metrics in real time
• Began using Chatter to collaborate around special events at casinos throughout the U.S.
• Created Command Links and Buttons.
• Created various workflow rules and validation rules
• Created custom reports and dashboards.
• Trained end users whenever new features introduced in Salesforce.

Environment: Workflow Rules, Page Layouts,, Lookups, Mater Detail Relationship, Validation Rules, Email Alerts and Formula Fields.

Business Analyst

Roles and Responsibilities:

• Gather, analyze and document user needs and requirements and assist technical staff in translating the requirements into systems specifications
• Participate in project status meetings including documenting and distributing meeting minutes
• Coordinate and assist all aspects of implementation including user training as well as producing user procedures and documentation
• Conduct post-implementation and routine proactive follow-up with business units to ensure a quality product and high level of functionality is achieved
• Provide daily support for business units including providing technical guidance, troubleshooting software issues, and working with the I.S. Staff to ensure the business goals and needs are met for the business units
• Provide technical guidance to various business units and works within the I.S. Department to ensure the business goals and needs are met for the business units
• Assist in the troubleshooting of technical and functional issues
• Created Use Case Diagrams, Activity Diagrams, Sequence Diagrams in MS Visio.
• Created and managed project templates, use-case project templates, requirement types and traceability relationships.

Environment: MS Excel, MS Access, MS Visio, Windows

Business Analyst

Roles and Responsibilities:

• Obtain business requirements, issues, and data challenges and gather the necessary information to document.
• Analyze data usage issues, including problems with data integrity, data design and functional and technical software issues.
• Write detailed descriptions of user needs, program functions, and steps required to develop or modify applications.
• Document functional requirements, system design specifications, use cases, workflow diagrams, screen, and interface designs.
• Identify solutions and translate the business needs to a functional specification that is turned over to development.
• Document project status and assure process compliance of application development with Project Management Office.
• Work with the development team to coordinate the system changes.
• Work with the QA team to ensure appropriate system testing.

Environment: MS Excel, MS Access, MS Visio, Windows, Mainframes