SUMMARY:

• Certified Administrator and Business Analyst with 7 years experience in Salesforce.com CRM application - a cloud based platform as part of SAAS (Software as a Service) practice.
• Completed and continuing to maintain Salesforce.com Administrator credential.
• Force.com Platform experience in activities related to Saleforce.com setup, configuration, customization, administration, data migration and deployment of applications.
• Strong understanding of CRM Business processes like Forecasting, Campaign management, Lead Management, Order Management, Account Management, Case Management.
• Understanding in different phases of SDLC (Software Development Life Cycle) including strategic systems planning, designing, programming, testing, documentation.
• Expertise in analyzing business requirements, creating Entity Relationship diagrams and implementing them to Salesforce standard and custom objects through master-detail relationships and lookup relationships.
• Experienced in designing Junction objects and implemented various advanced features like Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, and Approval Processes according to the application requirements.
• Experience in setting up the sharing model including custom Profile creation, assigning the roles to the users and creating the Sharing Rules to share data between different hierarchies.
• Experienced in querying salesforce.com database using SOQL & SOSL queries using Force.com Explorer, Data Loader, Excel Connector and Workbench.
• Ability to analyze data periodically to ensure data quality.
• Strong understanding in creating ad hoc reports and dashboards by introducing new report types as and when requested by stakeholders.
• Experience in deploying changes from sandbox to Production environments.
• Familiarity with the data export feature used to export all data from the organization for storage and compliance purposes.
• Possess strong MS SQL skills with firm understanding of database concepts.
• Ability to prepare excellent documentation of design documents, and processes.
• Coursework completed in Computer Networks, Database Systems and Operating Systems.
• Possess excellent Verbal and Written Communication Skills having proven to be highly TEMPeffective in interfacing across business and technical groups.
• Highly motivated and enthusiastic team player with excellent presentation and interpersonal skills who can also work independently in a challenging and cross-platform environment.

TECHNICAL SKILLS:

Languages: C, C++

Databases: MS SQL, MS Access, SQL Server

CRM: Salesforce Sales Cloud, Service Cloud, Force.com Platform

Web: HTML, CSS

Tools: Excel Connector, Apex Data loader, Workbench, Salesforce for Outlook

Other: MS Office

PROFESSIONAL EXPERIENCE:

Salesforce Admin/ BA

Confidential, Pennington, NJ

Responsibilities:

• Part of the “Salesforce Platform and Delivery Services” team who engineered and maintained one of the largest Organizations on Salesforce platform.
• Support the CRM application on Salesforce.com platform used by Financial Advisors and Client Associates including users from other various lines of Business.
• Responsibilities include understanding all aspects of Salesforce.com configuration, functional and technical capabilities, design and tech reviews of various new feature enhancements and tools being introduced for end users.
• Meet with business to understand new requests, gather the requirements and prepare proof of concepts in sandbox environments.
• Oversee various new products introducing functionality as they progress through the release cycle involving several sandbox environments and finally to Production environment.
• Perform impact analysis for new features including features introduced by standard Salesforce releases.
• Act an escalation point for end user issues and help troubleshoot them working with various teams.
• Monitor overall application health; help troubleshoot integration errors resulting in seamless integration experience to end users with multiple legacy systems.
• Develop ad hoc reports by introducing new report types as requested by stakeholders.
• Analyze data periodically to ensure data integrity.
• Perform weekly data export of the entire organization for safety and to meet compliance regulations.

Salesforce Admin/BA

Confidential, Edison, NJ

Responsibilities:

• dis project was an initiative to fulfill the business needs in automating some of the Sales and Marketing processes.
• The business ran on different Salesforce Enterprise edition instances namely Residential, Commercial and Mainstreet to support different LOBs.
• Interacted with various business user groups to gather the requirements for Salesforce implementation and documented the Business and Software Requirements.
• Performed detailed analysis of business and technical requirements and designed the solution.
• Designed the Object Model in SFDC and created Custom Objects and relationships to support the design.
• Customized various standard objects of SalesForce.com and used other Platform based technologies like Force.com API.
• Developed Custom Objects, Custom Reports to dump the data on regular basis for the sales performance and lead generation statistics.
• Used the sandbox for testing and migrated the code to the production instance after testing.
• Trained new end users and supported the user related queries on the SFDC application.

Salesforce Admin

Confidential, Dallas, TX

Responsibilities:

• Configured Salesforce CRM supporting Sales, Marketing and Technical Services by creating groups with separate custom profiles and custom page layouts.
• Duties included improving the sales cycle by coordinating with the user groups by creating the custom fields and formulas as required and supporting the internal customers for their queries/issues.
• Worked with various salesforce.com objects like Accounts, Contacts, Leads, Opportunities, Reports, and created custom objects based on Business need.
• Developed various Custom Objects, Tabs and Components.
• Configured the relationships between custom objects.
• Developed and deployed workflows and approval processes for opportunities and products/ assets management.
• Implemented Field-Level-Security, Profiles, Roles and sharing model.
• Provided administrative level support for users of the Salesforce application.
• Deactivated users to release licenses when required and created users in mass as and when required.
• Monitored and resolved the Service Requests, specifically, visibility issues involving Custom Profiles, Public Groups, and Sharing Rules.
• Provided support ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflow, campaign management, Triggers.
• Implemented Case Management to track issues of customers.
• Performed the role of support engineer for the internal users and helped them in getting used to the application, generated reports and saved them for further access to the users.

Salesforce Admin

Confidential, Sunnyvale, CA

Responsibilities:

• Reviewed and streamlined existing CRM processes, information and data requirements to ensure accurate adoption metrics reporting.
• Responsible for creation of new users and making the users active and inactive based on the process requirements.
• Set up the sharing model including custom Profile creation, assigning the roles to the users and creating the Sharing Rules to share data between different hierarchies.
• Involved in creation of custom fields, field dependencies, tabs, applications, homepage components.
• Managed the field level access in the custom as well as standard page layouts, as required in the process.
• Created and customized detailed reports with filters, conditional highlighting, custom subtotals and charts.
• Conducted Administrative duties which included working with executives, system administrators and end users to gather their business requirements then develop customized solutions to meet their needs.

Confidential

Jr. Salesforce Admin (Offshore)

Responsibilities:

• Communication through emails, Skype, Net meeting for the client’s requirement and data as it was an offshore project.
• Interacted with ETL developers to migrate the data from Informatica environment using Data Loader from CSV files to SFDC under guidance and supervision.
• Involved in identifying, planning new Salesforce.com features and functions like, new screens, workflow, force.com objects, and reports in response to business needs set by the supervisor.
• Created user accounts, managed profiles, security, and workflow rules.
• Identified and established the sharing rules for restricting access to business objects such as opportunities, leads, and cases.
• Customized dashboards to monitor lead activities based on regional sales, sales geography.
• Developed and configured various Reports for different user profiles based on the need of the organization.

Environment: Salesforce.com Platform, Data Loader 14.0, Windows XP