Professional Summary

• Over 8 years of professional experience of which 5 years of hands on experience in Salesforce CRM platform as an administrator analyst.
• Experience working across various SFDC implementations covering Sales Cloud, Service Cloud,Call Center, Chatter App-exchange applications.
• Designed various Custom Objects, Custom Fields, Page Layouts, Custom Tabsand Record Types as per the requirements.
• Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Email Services, Approvals Processes, Workflow Rules, Validation Rules, Reports, Dashboards, Tasks Events.
• Extensive experience in data migration and integration using Data Loader 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, WebServices.
• 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, Assignment Rule, Escalation Rule, Email to Case, SOQL, SOSL. SFDC Utilities/Tools: Data Loader, Connect Offline, Informatica-on-demand. Languages:Apex, C ,Java. OperatingWeb Technologies:HTML, XML, CSS, and Java Script.

Projects Summary

Confidential

Salesforce Administrator

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
• Trained end users whenever a new update of Salesforce is made
• 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 to meet business requirements

Environment:

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

Confidential

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

Confidential

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 Salesforce Chatter to all users 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.
• Extensively used tools such Informatica for integration of data.
• 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.

Confidential

Salesforce Administrator/Analyst

Roles and Responsibilities:

• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Data migration to Salesforce using Data Loader.
• Queried Salesforce database using SOQL SOSL queries using work bench.
• Involved in analysis of functional and technical requirements created the custom objects, formula fields, lookup and master-detail relationships.
• Created Workflow Rules, Validation Rules, Record Types, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates.
• Created various Reports summary, matrix, tabular and dashboards to assist managers to better utilize Salesforce as a sales tool.
• Implemented security and sharing rules at object, field, and record level for different users at different levels of organization. Also created various profiles and configured the permissions based on the organizational hierarchy and created public groups.
• Developed Assignment rules, Escalation rules to enable proper routing of cases to the case team members.
• Designed and modified Approval processes and created Approval steps which used email alerts and field updates.
• Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.
• Configured multiple Outlook settings for various users and perform field mapping and matching criteria and other advanced settings based on the requirements.
• Worked on making minor enhancements to SFDC application required by business users from time to time.
• Worked with developers to modify Visualforce Pages, Apex Classes, Apex Test Methods and Triggers.
• Involved in SFDC application support for business users.
• Advised the sales and support team on efficient utilizing of Salesforce.
• Analyzed different business reports and guided the team on deployment and customization of those reports in Salesforce.

Environment:

SalesForce.com Platform, Workflow Rules, SOQL, SOSL, Data Loader, Import Wizard.

Confidential

Salesforce Administrator

Roles and Responsibilities:

• Created Command Links and Buttons.
• Incorporated Chatter into the SMART platform with one click to help inform people about changes to SMART, collect feedback, and answer questions
• Created different Chatter groups for different sales channels to make it easier for salespeople to stay on top of a plethora of offers and promotions, including everything from poker tournaments to slot tournaments all over the country
• Began using Chatter to collaborate around special events at casinos throughout the U.S.
• Loaded several communications templates and created dashboards so users could easily track performance metrics in real time
• Integrated with multiple systems, including a casino management system and a hotel management system
• A custom app for room reservations called 'Roomforce' that grew to handle 100,000 reservations per year.
• A human resources app to manage talent acquisition.
• Built the following custom apps on the Salesforce platform:
• Created various workflow rules
• Created custom reports and dashboards.
• Trained end users whenever new features introduced in Salesforce.
• Interacted with SFDC premium tech support team in regular basis.

Environment:

Sandbox, Workflow Rules, Page Layouts, organize fields, Lookups, Mater Detail Relationship, Validation Rules, Email Alerts and Formula Fields.

Confidential

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:

Mainframes, COBOL, MS Excel, MS Access, MS Visio, Oracle, UNIX, Windows, SQL, PL/SQL

Confidential

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, Oracle, SQL, UNIX,