PROFESSIONAL PROFILE:

• Eight (8) years of Salesforce (CRM) Consultant, BA, Architecture experience as Subject Matter Expert (SME).
• Worked as Salesforce Lead on largest Salesforce implementation (80,000 users) in Confidential history
• Successfully facilitated deployment (Requirements gathering, Functional Design Spec s, Technical Design Spec sDeployment/Design, UAT, Post Production Support) of Common Product List (CPL) Enterprise level Project at Confidential
• Customer - focused Solution Architect with 5 years of experience in improvement-based technical project management and business analysis.
• Demonstrated mastery in facilitating evaluation of requirements for business application integration and service activation; able to consistently deliver enhancements and solutions that drive customer satisfaction and loyalty.
• Extensive experience working with Salesforce (CRM) Sales, Service, and Marketing Cloud, Salesforce Commerce Cloud, Partner Community Cloud, Lightning, Knowledge Articles, Case Management/Configuration, and Salesforce Connect
• Participated in 6 full life cycle Salesforce implementation projects as Salesforce Admin/Business Analyst
• Active Learner: Understanding the implications of new information for both current and future problem-solving and decision-making
• Strong hands on experience with both CPQ and CPL

CORE COMPETENCIES:

Salesforce Administration Salesforce Development Salesforce Implementation/Customizations Salesforce Configuration Salesforce Integration Salesforce Training Business Analysis Salesforce API CRM Agile Projects Technical Support Call Center Technologies Case Management/Configuration Service Case Help Desk Processes Solution Design/Architecture Salesforce Commerce Cloud Jira Data Analysis/Management Project Management Software Support Root Cause Analysis Customer Service Relationship Management Reports & Dashboards List Views Data Mapping Batch Processing Data Gap Analysis Data conversion Data Modeling Design modules Requirements Gathering Use Case JAD Sessions Functional Requirements System Requirements Business Requirements Technical Design Specifications UAT configuration requirements Articulate specifications Partner Community Cloud Agile Scrum User Stories Agile Accelerator Release Management Product Backlog Refinement (PBR) Grooming Session Burn Down Chart Vlocity Data Management CPQ CLM Lightning Community Sites Knowledge Articles

WORK HISTORY:

Confidential, Washington, DC

Salesforce Consultant/Release Manager

Responsibilities:

• Planning, coordination, and oversight of sprint releases and emergency change requests.
• Drive the definition and evolution of release processes.
• Define and manage release readiness and success criteria based on business requirements.
• Utilize GitHub and Eclipse to move developer components from DEV to QA environment for testing.
• Direct involvement of interviewing stakeholder and developing business requirements, user stories, process flows, and application design.

Confidential, Wellington, FL

Sr. Salesforce Administrator/Trainer

Responsibilities:

• Managing Sales Cloud implementation to include performing requirements gathering, design, customization, testing, deployment, and training of Sr level executives on Salesforce Instance. Creating training documentation for users.
• Post production support resolving user training questions and production related cases.

Confidential, Greensboro, NC

Sr. Salesforce Administrator/SalesForce Consultant

Responsibilities:

• Contributes to the identification of critical business issues, and to the establishment of transformation plans and teams.
• Actively participates in and take ownership of deliverables related to the operational readiness, training, and production support of application rollout activities
• Develops relationships with implementation and service organization to support transition onto key strategic applications
• Works independently to conduct analysis around system errors and inconsistencies to determine root cause and identify and implement resolutions
• Supporting the mitigation of significant operational risks/issues on transformation initiatives to ensure expected results are achieved
• Actively participates in the development and deployment of Process Excellence practices, tools and frameworks; enforces Process Excellence standards within the transformation programs and projects

Confidential, Charlotte, NC

Salesforce Functional Business Analyst/Scrum Master/Release Manager

Responsibilities:

• Successful implementation of Salesforce.com Sales, Service, Marketing Clouds, and Lightning across multiple business channels.
• Provide detailed functional knowledge throughout the development process, with emphasis on translating needed business requirements into functional specifications.
• Work with team to document detailed functional specifications, workflow diagrams, data dictionaries, Salesforce.com configuration, and other required artifacts (SDLC).
• Partner with Quality Assurance team to document test plans and use cases, participate in unit and integration testing as needed.
• Ensure governance, compliance, and regulatory processes are followed.
• Manage morning standup meetings with team members to ensure sprints, work items, personal, and CSR’s are properly managed by utilizing Agile Accelorator.
• Performed release management duties during managers two month absence to include: Managing monthly release, Go/No Go call, review of component list, resolution of QA defects, Salesforce Team and Business post release validation

Confidential, Fort Mill, SC

Sr. Business Analyst/Salesforce Administrator/Trainer

Responsibilities:

• Work as a liaison between development team and business units
• Capture business requirements through user stories and acceptance criteria’s
• Develop Salesforce training curriculum for Business Analyst within organization by utilizing Trailhead
• Utilized Jira to manage and track entire product life cycle in Agile environment.

Confidential, Cary, NC

Sr. Salesforce Project Lead

Responsibilities:

• Manage multiple Salesforce implementation, integration, and design solution architecture projects.
• Work with clients to gather requirements in order to develop business and functional requirements
• High level architectural design on projects per project requirements.
• Facilitate project management status meetings to communicate updates to project task
• Manage offshore salesforce development team.

Confidential, Charlotte, NC

Salesforce Business and System Integration Consultant

Responsibilities:

• Worked in high profile capacity as a Salesforce Lead on 3M Salesforce Implementation managing SFDC design solution/architecture
• Led team of offshore developers in the delivery of technical systems and components
• Project Management role responsible for keeping SFDC design and development project phase on track
• Translate business requirements into detailed architectures and designs
• Document all technical requirements and design technical solutions utilizing enterprise architecture standards including documenting all solution components and configurations

Confidential, Greensboro, NC

Sr. Salesforce Administrator

Responsibilities:

• Manage all aspects project life-cycle (initiation planning, executing/controlling and closing) associated with Confidential instance of Salesforce.com in Sales, Marketing, Service Cloud environments.
• Define project requirements and business case, including complex problems and focus on bring issue to resolution, escalate as necessary to meet timeless.
• Manage integration project of Confidential instance of SF.com and Quest Diagnostics instance of SF.com.
• Create and modify custom and standard reports for all levels of management to include dashboards.
• Train new and existing users how to navigate Salesforce instance.

Confidential, Charlotte, NC

Sr. Salesforce Administrator/Project Manager

Responsibilities:

• Responsible for defining, documenting and articulating functional scope. Also involved in technical analytical, problem-solving and identifying, analyzing, tracking and managing customer and application data flow issues throughout a software system.
• Manage all aspects project life-cycle (initiation planning, executing/controlling and closing) associated with the GFI instance of Salesforce.com.
• Define project requirements and business case, including complex problems and focus on bring issue to resolution, escalate as necessary to meet timeless.
• Create and deliver presentations to senior level management on project goals and plans including GFI Salesforce Project Target Time line Report and Weekly Salesforce Case Review Report.
• Use apex triggers, batch apex, workflow / approval rules, to support our processes
• Create new custom buttons or support our existing ones
• Worked with end users to conduct UAT within system.
• Assigned pass or fail status and managed UAT testing results.
• Training and helping people to create reports, dashboards, and / or list views
• Identify, create, and implement new procedures that help meet compliance requirements, improve processes and efficiency.

Confidential, Charlotte, NC

Salesforce Administrator

Responsibilities:

• Performing system administration functions for Sales, Operations, and Support personnel in Technology Environment.
• Provide first level help and support and technical solutions for all end users of Corporate CRM System (Salesforce).
• Resident expert for CRM systems used by entire sales organization and supporting employees.
• Documenting, verifying, testing, and reporting any programing related issues to development group for resolution
• Analyzing work flows, validation rules, user profiles, escalation rules, and error messages in order to troubleshoot end user issues.
• Running and creating custom reports, adding and deactivating users in system, creating reports and dashboards
• Helping end user navigate through system by answering basic to complex system questions.
• Training/mentoring new Salesforce Administrators on highly customizable Salesforce environment at Confidential .
• Create and maintain custom objects, fields, and formulas, validation rules and custom workflow, triggers, alerts.
• Training end users and answering questions with overall navigation and functionality of Salesforce environment to include Reports/Dashboards, custom, and standard objects (Lead, Accounts, Contact, Service Location, Opportunities, Service Request, Site Surveys).

Confidential

Salesforce Business System Analyst

Responsibilities:

• Extensive experience creating business requirement document (BRD), functional requirements, & accurately translating business Requirements into system functionality requirements.
• Translating raw business needs into system requirements that can be acted upon by application developers and/or database administrators.
• Serve as a liaison between the various business units and IT to ensure that business requirements are accurately captured.
• Create high-level design documentation reflecting the business needs, both functional and non-functional, and generally serves in a subject matter expert capacity during the development life cycle to ensure smooth, stable and timely implementation of software enhancements that meet business expectations.
• Create documentation (e.g., training, communications, release notes, user stories, test scripts, process flows) associated with Saleforce.com projects. Analyze and document business processes (AS-IS & TO-BE)
• Works closely with all levels of management within the organization to define project requirements/specification
• Help identify process inefficiencies and makes recommendations to streamline workflows and enhance services
• Review artifacts and requirements with stakeholders to obtain approvals.
• Manage and communicate requirements throughout the software development lifecycle, including requirements prioritization, requirements changes, and conflict resolution.
• Support the QA organization during User Acceptance Testing to ensure solutions meet the business requirements and help determine the most appropriate actions to address problems identified through project testing or other assessment efforts.
• Conduct informal and formal presentations, including meeting
• CPQ/CPL: Defined marketing automation, survey automation, and CPQ (configure, price, quote) requirements, working with the IT team to provide inputs and direction and facilitate execution. Building and demonstrating Salesforce CPQ prototypes in Salesforce.

Business Analyst

Confidential

Responsibilities:

• Responsible for keeping SFDC design and development project phase on track
• Lead onshore and off-shore teams in the development of business solutions
• Assist with the scoping and planning of Salesforce.com and CRM related projects
• Participate in / facilitate small to large IT projects including project planning input and schedule updates.
• Leading 4 Salesforce (Sales and Service Cloud, Partner Community Cloud ) implementation projects throughout course of my career
• Design and implement business changes that drive industry-specific, function and digital operating model transformation, focusing on task relating to people and process.
• Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.
• Understand sales and operations processes across the different divisions of the organization and identify key areas to increase efficiency through automation.
• Work closely with business analysts, external implementation partners and vendors to create unique business solutions leveraging the full power of Force.com and the Salesforce platform
• Define application data model and automate business processes through use of customized solutions in the form of custom apps, 3rd party apps, system triggers, workflow, etc.
• Manage the community campaigns programs including recognition and support of our communities
• Help develop blogs, knowledge articles and other customer success content
• Assist with creation, conception, and presentation of community strategy
• Demonstrated ability to design and implement technology-enabled business solutions in client-facing and team leadership roles (e.g. functional lead, work-stream lead, etc.)
• Overseeing the design process, business requirements, specifications, process flows testing, deployment, and the implementation of innovative Salesforce Solutions for assigned client projects.

Solutions Architect

Confidential

Responsibilities:

• Hands on configuration of Salesforce Platform including security, automation, approval processes, visual flow, custom objects, AppExchange etc.
• Manage enhancements and incidents/bug-fixes, from request and requirements through build, test, and deploy
• Workflows, Validation Rules, Process Builder, Page Layouts, Record Types, Standard and Custom Reports, Dashboards
• Force.com, Triggers, Adobe EchoSign, Congo Composer, SFDC Chatter, Conga Courier
• Workflow Rules, Validation Rules, Record Types, Page layouts Reports and Dashboards, Creation of customer buttons, Public groups, Queues, Case Teams, Sharing Settings Deployment using Change Sets
• Modifying objects permission, workflow, page layouts, email alerts, sharing rules, permission sets, workflow alerts
• Creating and modifying list views and creating formulas
• Utilization of Microsoft Lync Screen share function and debugging tool for troubleshooting and resolving issues
• Creating new and modifying existing custom report types
• Performs manual or automated data entry/data clean-up as required,
• DATA MANGEMENT: Importing, exporting, and data cleanup (Bulk import of data) specifically converting leads to contacts
• Helping organizations improve User Adoption Rate with Salesforce

Scrum Master (Agile)

Confidential

Responsibilities:

• Lead complex large scale and/or enterprise-wide Agile programs and coordinate with various program support teams.
• Work with the team to develop project plans, roadmaps and manage backlog. Communicate team plans, report impediments for escalation, identify risks/concerns to relevant stakeholders to help resolve.
• Monitor team backlog daily and ensure it accurately reflects the current state of the sprint.
• Track and communicate team Vlocity and sprint progress to all affected teams and management.
• Identifies dependencies and removes impediments to project progress, identifies areas of risk, and develops and implements complex mitigation plans.
• Organize and facilitate all scrum related meetings (stand-ups, retrospectives, reviews, demos, etc.).
• Develops metric reports on project status, budget, schedule, and Agile metrics such as Vlocity and cycle time.
• Leads collaboration sessions with internal clients on complex/large-scale projects to formulate creative and practical solutions to software challenges.
• Identifies key cross-functional issues and project synergies; provides guidance with complex project issues.
• Collaborates effectively with management and appropriate project stakeholders on issues and conflicts that impact time, cost, scope, quality and risk of assigned complex projects/programs.
• Acts as a primary communication hub between the various functional departments and the software development team to foresee risks, formulate plans, and organize activities to ensure sprints are completed on time.
• Lead the delivery teams in both user story and task level estimations, along with ongoing updates to support burn downs and capacity management.