SUMMARY

5+ year experience in Business Analysis and 3 year in SFDC, requirements gathering, budget planning, data management, auditing, visualization and investigating data quality, creating charts, pivot tables. Strong knowledge of Salesforce administration tasks, customization, data validation. Extensive business knowledge and customization experience on various salesforce.com and working with entities such as Accounts, Contacts, Opportunities, Products and Price books, Cases, Leads, Campaigns. Experience in creating Custom Profiles, Role and Permission sets and user management. Expertise in managing, analyzing and clarifying requirements through the phases of the SDLC. Experience and flexibility working in the Agile/Scrum software development environments. Extremely detail oriented team player with technical expertise and business acumen necessary to translate business requirement and objectives into successful systems solutions. Expert in managing multiple projects simultaneously while executing project deliverable that meets the highest client satisfaction and provides highly visible cost reductions and process improvements. Productive in both teams based and self - managed environment with strong problem-solving skills. I have worked on multiple projects delivering training and supports to health personnel on EMR Go-live projects

AREAS OF EXPERTISE

• Salesforce CRM and Application
• Salesforce Technologies
• Agile Scrum
• PeopleSoft Management System
• Use Case Diagrams
• Flow Chart Processes
• E-commerce Support
• Pivot Tables/Excel, SharePoint
• Process Improvements
• Data Mapping/Analysis
• Forecasting & Planning
• SDLC Project Management
• Cost Benefits Analysis
• Accounts Receivable
• Jira
• Business Process Modeling
• Testing Execution
• Process Streamlining
• Impact Analysis
• Project Innovation
• Productivity Tracker
• Functional Requirements
• Documents Writer
• EMR Training & Go-lives

PROFESSIONAL EXPERIENCE

Confidential, Jacksonville, Florida

SALESFORCE ADMINISTRATOR

Responsibilities:

• Customization of SF apps, objects (standard, custom, external), fields, record types, layouts
• Documentation of all project stages, including but not limited to presentations, requirements, use cases, user stories, flows, program documentation and technical documentation
• Creating Users, Profiles, Roles, Custom Objects, Custom Fields, Page Layout
• Maintained users’ roles, security levels and profiles
• Workflow Rules, Validation Rules, Reports, Dashboards, AppExchange, and Process Builder).
• Create dashboards and reports from scratch, as well as refine and update existing reports
• Maintain database for integrity and accuracy including cleansing and duplicate record management.
• Create dashboards and reports from scratch, as well as refine and update existing reports Maintain database for integrity and accuracy including cleansing and duplicate record management.
• Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment
• Ability to translate customer requirements into specification.
• campaign management experience using Salesforce Marketing Cloud and Pardot.
• Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and Customer service.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings

Senior Activation Analyst

Responsibilities:

• Provide training with Physicians and clinical staff
• Documented and reported daily training results and challenge resolutions to resource.
• Designing and implementing lesson plans, including the research and creation of original training manuals for employees and public encompassing a myriad of departmental objectives and management directives by making information relevant and in common language
• Provides elbow support for both the providers and clinical staff of Internal and Family Medicine.
• Efficiently supported physicians and nurses on how to manage future and standing orders, associate orders with diagnoses for billing, reorder, and change details on current medications.
• Provided adequate assistance for Physicians, NPs, and PA’s using DRAGON for Note, Orders, getting to Patients list.
• Assists in documenting progress note using note writer, dragon, and smart phrase.
• Assisted Nurses to find test results, send results to Physician and how to document immunization administration.
• Assisted Physician Place medication order, Lab, POCT, Imaging (X-rays) and Check Test Result in In-basket.

Confidential, Texas

BUSINESS ANALYST

Responsibilities:

• Elicitation requirements using interviews, requirement workshops, document analysis, site visits, business process descriptions, surveys, use cases, scenarios, and task and work analysis.
• Implemented waterfall SDLC methodology for the development of the project.
• Responsible for preparing and maintaining the business requirement documents and reports.
• Communicated and collaborated with customers to analyze information needs and functional requirements.
• Developed and maintained requirements traceability matrix documents to demonstrate relationships between various requirements.
• Experienced in working with QA teams for preparing and reviewing test data and validating data using SQL.
• Strong experience in conducting brainstorming sessions, one-on-one interviews, group interviews, and facilitated JAD sessions.
• Facilitated & assisted in sprint planning meetings. Participated in daily Scrum meetings.
• Requirement Management - Gathered reviewed and presented functional and non-functional requirements in a structured format (based on use cases, class diagrams and other UML models.
• Responsible for carrying out gap analysis (the ‘As is’ and ‘To be’), impact analysis and documenting solutions required to implement the target architecture.
• Active participation in Sprint Planning, Sprint cycles and Daily Scrums following the prioritization of user stories.

Confidential

BUSINESS CHANGE MANAGER

Responsibilities:

• Analyzed and developed business architecture based on project stakeholder’s requirements such as scope, processes through interviews, workflow analysis, workshop and/or brainstorming.
• Identified key stakeholders and engaged Subject Matter Experts (SME's) to gather project requirements and construct a simplified data and business model.
• Organized numerous Joint Application Developments (JAD) sessions and Joint Requirement Planning sessions (JRP), walkthrough, and Rapid Application Development (RAD) sessions with end-user/clients/stake holders and the IT group.
• Created clear, concise detailed system requirements specification (SRS) documents and user documentation in accordance to guidelines and standards to enable developers interpret, design and develop the application with minimum guidance.
• Conducted Business Reviews, User Interviews, weekly/ Monthly meetings with Business Users and SME's
• Performs database administration activities including; installation, configuration and maintenance of SQL server
• Implementing and maintaining database security guidelines and setup permissions.
• Created Database Maintenance Plan to proactively monitor the overall health of the database.
• Prepared business requirement document (BRD), and Functional Requirement Document (FRD), managed Business Process Re-engineering (BRP) and worked towards research and business analysis for client’s services and system enhancement by continuously interacting with end users
• Conducted JAD Sessions and interview with Stakeholders and SMES for requirement gathering and planned Plan meeting, daily scrum meeting, sprint demo and retrospective meeting.

Confidential

SUPPORT SPECIALIST

Responsibilities:

• POS performance reporting and review on a daily, weekly and monthly
• Support the achievement of total revenue and profitability targets as set out for POS
• Understand the current and future needs of the merchants from a support point of view
• Understand the global and macroeconomic factors affecting the merchants and apply these insights into the growth and management of the merchants POS activity
• Daily monitoring of availability for all ATMs (bank wide) during peak periods
• Prompt escalation of fault calls to branches, 2nd level and 3rd level Support.
• Coordinate the entire ATM support team by providing leadership, guidance and ensuring that work is properly scheduled among the team members.
• Proactively and reactively interface with customers in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer and day to day operations
• Implementation and support of the Bank's online payment products and services.
• Responsible for ensuring the efficient operation of the application and 24X7 availability.
• Generation of online payment performance reports on a weekly, month and interim basis.
• Manage few vendor relationships (i.e names of the vendors) to drive operational/ communications projects.
• Validating hourly nBOL reports using COGNOS and CBX applications
• Advising IT of failed transactions whose failure reasons are not provided.
• Once failure reasons are determined, notify appropriate quarters within the shortest time possible.
• Reset and activate passwords and tokens.
• Checking of Remedy to pick payments query and respond within agreed SLA.
• Nurture in-house relationship with key stake holders (IT, Customer Care Team, Reconciliation team etc) to ensure smooth running of the online payment products.