SUMMARY

• 9+ Years of IT experience, including 4 years of experience in theSFDC Platform.
• Well versed in analyzing CRMbusinessprocesses for Sales Cloud and Service Cloud.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Proficient as Business/Systems Analyst, Process Analyst, Requirements Analyst.
• Familiar with creatingBusinessRequirement Documents (BRDs), Functional Specification Documents (FSDs), Gap Analysis, Use Case Diagrams, Sequence Diagrams and Activity Diagrams using Microsoft Office Suite and MS Visio.
• Worked on JIRA Agile projects - Creating Scrum/Kanban boards, configured columns, Filters and Reports for Sprints.
• Analyzed and efficiently streamlined business processes, creating the appropriate hierarchical structure through User Profiles and Roles, automating standard internal procedures using workflow rules and Approval processes, ensured accurate data entry using Validation rules, created Email templates according to application requirements.
• Familiar with implementing Apex classes, Visual Force Pages, Apex Components and Controllers, Triggers, as well as writing SOQL queries.
• Hands on experience in conducting Joint Application Development (JAD) sessions with End-users, Developers, QAs and other stakeholders for project meetings, walkthroughs and customer interviews.
• Salesforce Admin Certified 201

TECHNICAL SKILLS

Operating System: Windows NT/98/2000/Xp.

Languages: C, C++, Java, PL /SQL, Java script, VisualForce, ApexProject Management Tools Atlassian - JIRA

Software Methodologies: SDLC, Agile (Kanban), Waterfall

Database: Oracle, SQL, MS-Access

Application Tools: Visual Basic 6.0, MS Office, MS Visio.

Mail: Lotus Notes and MS Outlook.

PROFESSIONAL EXPERIENCE

Confidential, Frisco, TX

SF Project Manager

Responsibilities:

• Developed a deep understanding of the different phases of the benefits plan management process and created standard and custom objects to create a workflow for the users
• Created user profiles and roles to facilitate work assignment creation and delegation of cases by managers to their respective team members.
• Created security and sharing settings that allow certain other team members to easily access and change ownership of cases when required.
• Ensured that certain key information is captured in details, comments and notes sections before cases are closed for data management.
• Ensured that users did not have any issues with using Salesforce to create an audit trail of all their documentation during the benefits plan management process, i.e., coding, testing and quality assurance.
• Captured the pain areas from the benefit testing team to understand area of improvements and standardization that is required.
• Enabled reporting features in Salesforce to track member performance, and dashboards to display cases in progress and completed for the members of the team.
• Enabled Salesforce chatter features to promote ease in cross-functional communication.
• Managing multiple concurrent testing projects.
• Manage and follow up on Salesforce support tickets.
• Coached users in Salesforce and ensured consistent and proper handling of data.

Confidential, Irving, TX

Salesforce Admin/Business Analyst

Responsibilities:

• Interacted with various business team members to gather the requirements and documented the requirements.
• Analyzed the Scope of the Requirements, and managed requirements to avoid Scope Creep.
• Participated in Requirement Gathering Sessions & JAD Sessions.
• In charge of conducting the UAT with the Business users, and gathering feedback and providing the same to the Development team.
• Reviewing the test cases provided by the QA team, and providing feedback
• Created a JIRA workflow to apply the condition, validators and post-function in the transition to represent the business requirement process.
• Created user Roles and Profiles and sharing settings.
• 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 workflow rules and defined related tasks, email alerts, and field updates
• Assisted senior program management in fast paced and rapidly evolving Cloud solutions organization.
• 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.
• Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people.
• Conducted GAP Analysis and enhanced business process by integration
• Worked on Agile and Scrum Methodology for Salesforce custom app implementation.

Confidential

Business Analyst

Responsibilities:

• Liaison between the business client and technology team—developers, system architecture, and QA Testers
• Gather requirements through interviews with the client and referring to existing documentation and procedures
• Translate business requirements into functional specifications and creating High Level Design documents
• Perform GAP Analysis of the ‘as-is’ and ‘to-be’ system
• Extensively engaged in managing the project SharePoint and create a structured and logical project document repository
• Create Data Flow diagrams and process flow diagrams to facilitate better system understanding
• Responsible for redesigning the Artificial Intelligence (AI) SharePoint to make it more user-friendly
• Design wireframes using MS Visio
• Work closely with Project manager to keep track of timeline and budgeting
• Create a weekly project status report to track the project progress and observe bottlenecks for review of top management
• Oversaw corporate compliance requirements: analyzed data to identify and communicate to around 700 impacted users, then tracking and managing user responses to ensure 70% compliance before restricting access to Disaster Recovery Environment
• Tracked user responses to keep count and direct issues to support team

Confidential - New York City, NY

Sr. Survey Programmer

Responsibilities:

• Programmed surveys in Survey Creator (OTX owned survey programming tool)
• Programmed surveys in IBM SPSS Dimensions
• Acted as a gateway between project team and technical team
• Managed a team of 6 programmers in India (Overseas team)