Career Overview:
About 7 years of IT/CRM experience and 3 years of experience as Solution Consultant/Analyst/Administrator. Worked with GE Aviation, Philips Inc., Expedia Inc., to name a few clients, in their end to end Salesforce.com implementation using Agile methodology in rapidly changing and challenging environment. Hands on experience in Sales cloud, Service Cloud and Force.com stack (Apex, Visualforce, SOQL, SOSL). Proficient in designing the application using Force.com platform for various business process which involved heavy customization after utilizing standard Salesforce.com features in best possible way.
Competencies:
Managing a full lifecycle of Salesforce.com implementation Leading and mentoring the development team to deliver on promised deadline Excellent oral and written communication skill to support project discussions and design documents. Proactively engage in customer interaction and guiding them towards best possible solution Skills: Force.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Data Loader, Workflow & Approvals, Reports, Dashboards, Custom Objects, Force.com IDE, Force.com Explorer, Apex Explorer, MS Office Tools
Knowledge: Salesforce.com, Social Media, RDBMS (Oracle, MySQL, MS Access), Visual Basic, ASP, ASP .NET, VB, VB .net, Java, UNIX Shell Script, PL/SQL
Education: Master of Science in Computer Science, NDSU, Fargo ND.
Certification: Salesforce.com Certified Force.com Developer (SU10).
Accomplishments
As a Module Leader in GE Aviation, lead 7 huge consecutive successful Salesforce.com release involves Integration between Salesforce.com and Siebel. Successful implementation of Case management system at Expedia Inc., Extensive experience in 2 leading CRM in the industry: Salesforce.com and Siebel Work Experience
Confidential,- Andover, MA, July 2012 – Present
Philips Patient Care and Clinical Informatics (PCCI) has embarked on this initiative to introduce a Sales CRM solution and to replace the existing SAP CRM solution and a few legacy Access Databases with Salesforce.com. The key benefits that Philips envisages from use of Salesforce.com SFA solution include improvement in the efficiency of sales force, improved opportunity conversion and better customer insight and interaction.
Collaborate with business team to understand and design their sales process. Fit their business process using OOB features at its best with minimal customization. Initiate development by mentoring development team on technical approach Manage user groups as part of application administration. Plan and deploy the development items in timely manner along with necessary supporting documents. Provide 24X7 support as post production activities using Service Manager Tool Confidential,- Cincinnati, OH, July 2011 – July 2012
GEAviationcurrently uses Siebel Sales Application to support their sales process. Now they wanted to make use of Cloud Computing technology and support their Sales process using Salesforce.com. This project aims to migrate Sales functionalities from Siebel to Salesforce.com with below responsibilies
Meet with the Stake holders to identify the requirements and propose a working design to implement in Salesforce.com Played a key role in terms of setting the process and expectations, and made sure they are met from all quarters in timely manner. Involve in development meetings to discuss the technical details of the Design. Meet with Data migration/ WebMethods (integration)/Siebel teams on daily status call to ensure smooth release. Prepare a design document for rest of the team to start the development effort. Develop the application creating Objects, Fields, Workflow rules, validation rules and write triggers to initiate the integration between Siebel and Salesforce.com. Make sure the Triggers and Classes are within the governor limits and has maximum test coverage to push the changes to production. Involve in system testing, testing End to End data flow between the Siebel and SFDC systems. Prepare User Training documents with detailed screenshots to train users in the new environment. Interact with the offshore team,coordinate with development effortsand get the status update on Development items and Bug Fixing. Provide Post Production Support to ensure the users have a great experience working with the application Confidential,- Bellevue, WA, October ’10 – June ‘11
To design and develop a case management system in Salesforce.com to support their customers and partners. The intention of this system is to replace their existing Case management system called Express. They also have a different Salesforce Org to maintain Accounts and Contacts which is the source of data for this new Salesforce Org.
Designed and developed the schema of the new Salesforce Org by creating new objects, fields and relationships. Designed the Organization wide settings for the Standard and Custom objects to give different levels of access to the users. Integrated new Salesforce Org (GSO) with current Salesforce Org (PSG) using Informatica Cloud. Designed and developed the Informatica cloud Data Synchronization Task to transfer Accounts, Contacts, Super Region, Region, and market data from PSG Org to GSO Org. Setup meetings with various business teams to gather requirements and design and develop a specific functionality. Developed Record Types, Page layouts, Profiles, Roles, Field level security for different teams in the GSO Org. Created Queues to own records, Public Groups to share records, Communication templates to send appropriate notification to the users. Created Workflow Rules to Update Field, Send Outbound message, send Email Alert when satisfies certain criteria within an Object. Created Validation Rules to check the accuracy of the data user have entered and give appropriate message to the user based on the validation criteria. Formulated a standard to write Triggers, Class and Test Classes that ensures modularity and help incredibly during migrating to production. Designed Visualforce pages to accommodate complex functionality and developed Standard and Custom controllers for those pages. Used Force.com Apex Data loader and Excel Connector to mass update/insert/delete data from a CSV file. Confidential,Salt lake City, UT, January ’10 – October ‘10
CHG Healthcare is a staffing company in Healthcare Industry placing Physicians, Nurses and allied health professionals across the country for hospitals and healthcare organizations nationwide. Implemented sales process using Force.com platform replacing their home grown system.
Designed and structured the custom Case Management using Force.com platform. Created custom objects and built relationship between Contact and the custom objects and supported the functionality with new Visualforce page. Built M:M relationship between objects using Junction Object. Created Trigger to auto-populate Specialties associated to Lead on Lead object, when there any change in the list of specialties (Insert, Update or Delete). Created Visualforce Page as part of existing Provider/Contact page to display the list of phone numbers associated with that contact. Created corresponding Controller extension class for this page. Created Visualforce Page to Close the Job Order which will in turn update the Status of the list of associated Presents and Assignments. Created new button ’Close job’ to navigate the agent to new page. Created corresponding Controller extension class and Test class for this page. Removed the Managed package and recreated the functionality provided by managed package, by creating our own custom objects. Developed trigger to update Primary City and state from contact’s address related list to display on contact detail. Involved in Migration activities from Pre-Stage to Training and Production Environment using Force.com IDE Confidential, Mountain View, CA, April ’09 – Nov’09
Avid Technology Inc, leading digital audio and video technology producer wanted to give sales and service teams a better understanding of customers to help improve loyalty. The main aim of the project was to Improve call agent and management productivity by bringing more focus and discipline to call centers, tracking product and escalation trending more closely, and adding real-time call center industry benchmarking.
Deployed the Service Cloud for case management for their various products such as M-Audio, Sebelius and so on. Worked on various salesforce.com standard objects like Leads, Accounts, Contacts, Opportunity, Cases, Reports and Dashboards Designed, and developed the Custom objects, validation rules, Page layouts, Custom tabs, Components to suit to the needs of the application Designed, developed and deployed Apex Classes, Controller Classes and Apex Triggers Prepared the Business Requirements Document for the Implementation of the Marketing Campaign module of Salesforce.com Worked with the Development team and QA teams to ensure that technical specifications for development and testing are well understood. Developed and configured various Reports for different user profiles based on the need in the organization Created new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports Created Customized dashboards for the service representatives and case team members to keep track of the cases assigned to them and to share insight across the company. Created Visual Force pages and Visual Force Custom Controllers on Force.com Eclipse IDE to customize the view Defined Assignment rules to enable proper routing of cases to the case team members. Defined Escalation rules to route the case in case of SLA violation. Helped in creating test cases for UAT, documentation and assignment of tasks, migration to Production and refresh of sandbox environments. Created various Reports (summary reports, matrix reports, pie charts, and graphics) and Report Folders to assist Service managers Confidential,, El Segundo, February ’08 – December ‘08
Direct TV is the leading Satellite TV network providing High quality TV Entertainment Experience with next generation technology. Currently working on Connected home Project which introduces Muti-Room Viewing Service for the Existing customer and Prospective Customer in Siebel 7.7 Sales.
Performed business analysis on various projects including but not limited to Connected Home projects for Call Center and Field Service Application in Siebel 7.7 Sales Application. Demonstrated ability in helping peers with process modeling & use case development techniques. Proven track record of producing quality artifacts appreciated by both Business & IT stakeholders. Developed Call Center use case catalog to enhance reusability of artifacts across multiple projects. Prepared SAS Document from HLD prepared by the business. Coordinated with System Analyst to prepare Functional Design Document. Involved in team meeting to discuss and extract Functional Requirements from SAS. Developed the Use cases using SAS as Input and Document them in Wiki. Involved in Data Analysis for resolving issues in current production environment. Prepared Test Cases using Use Cases and Functional Requirement as input. Monitored Test Cases, Plans and Requirement Coverage in Mercury Quality Center. Improved the Quality of Customer data using Siebel Data Quality Management tool to identify duplicates. Confidential, Sunnyvale, March ’07 – December ‘07
Network appliances already have implemented Siebel sales in 7.5.3 with heavy customizations. To improve the performance of the application Network Appliances decide to re-implement the sales and marketing module in 8.0. The main challenge in reimplementation is to reduce the scripting and to implement the same functionality using OOTB features and workflows.
Worked with Business Analysts for preparing Functional Design Document. Worked as a release manager to migrate from Dev to Stage. Interacted with the dev team about the development items they have been involved to migrate Prepared extract from dev and migrate to Stage environment using ADM. Troubleshoot if the import fails in Stage and Prepared Release Notes for every release. Used the Approval administration to create the approval rule. Created a data validation rules to validate approval rules. Created workflows to implement approval engine and to send notifications. Created HTML Email template to send notification Modified order management workflows to meet the business requirement. Good knowledge on Integration using Siebel EAI. Confidential,Atlanta, GA, January ’06 – January ‘07
The project is to implement Collaborative Business Development requirements of ACS through Partner Profile integrating the same with the worldwide implementation of PRM solution. The need is to automate the total process and to integrate the process into the overall partner relationship strategy.
Extensively developed and modified applets, web templates and views to meet requirement. Creation and modification of business component and related joins, links and pick lists. Design and development of workflows for approval/rejected process of plans. Developed workflow policies/Objects/Columns/Processes. Application administration involved creating and modifying LOVs, adding new views, modifying and creating responsibilities. Testing of each module as per test cases and preparing bug report. Created Monitor agent, action and policies for workflows. Created a workflow which will create an opportunity for the sales rep when prospect will be promoted to contact, this is implemented in batch process. Created batch workflows to automate the processes. Making sure all the functional requirements are implemented in release and ensuring proper documentation during the stage of implementation.
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