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SUMMARY

• Around 10+ years of work experience with 6+ years in IT as a Salesforce Admin, Developer & BA
• Certified salesforce administrator (ADM 201).
• Experienced in working across various SFDC implementations covering Sales Cloud, Service Cloud Marketing cloud, Pardot & App - exchange applications.
• Experienced with Pardot B2B Marketing tool, extensively worked on creation of Campaigns, Prospects, Dynamic lists, Dynamic Content, Email Templates, Layout Templates, Forms, landing pages, Configured Custom Fields and scheduling emails as per business need.
• Experience on Marketing Cloud implementation, experience in optimizing email marketing campaigns, Email Studio, Journey Builder, Data Extension, Automation studio, triggered sends, Content Builder, Contact Builder, email templates, Social Studio and having Knowledge on AMP scripts.
• Worked and trained users on Marketing Cloud Social Studio and created link between social accounts and social studio and re-authorize whenever its needed.
• Managed, maintained and provided administrative support for Salesforce.com applications for customer service/support, sales and marketing operations.
• Analyzed Sales, Marketing, Customer Service and Support business processes used by salesforce.com customers and recommended ways to improve their processes using Salesforce.com.
• Hands on experience in Salesforce.com CRM integration, developing and deploying custom integration solutions.
• Having Knowledge with SOAP API and Rest API integrating with external systems.
• Proficiency in SFDC tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Reports, Dashboards, Tasks and Events.
• Maintained multiple user roles, security, profiles, workflow rules, etc. Strong Knowledge in App Exchange Applications for configuring and minor integrations with Third Party Applications.
• Involved in data migration and updates through the tool Apex Data Loader in Salesforce.com
• Experience with third-party tools (e.g. SFDC Excel Connector, SFDC Data Loader, etc.)
• Handled De- duping, Data Manipulation, Managing Reports, Testing and Support.
• Actively used SOQL & SOSL on Force.com Explorer to query salesforce.com database.
• Experience in Apex coding to implement the complex business logic within the Governor Limits enforced by Salesforce.
• Experience working with different types of salesforce.com sandboxes, production environments.
• Functional Expertise in Salesforce Automation (SFA), Marketing Automation and Case Management.
• Worked closely with Business Users in improving their business processes.
• Proven ability to independently perform testing, implementation, documentation and updating as it relates to the SalesForce.com software and system administration
• Have participated in cross-functional teams that address strategic business issues involving CRM, Customer Service/Support operations.
• Demonstrated ability to effectively communicate technical issues and resolve problems at all levels of the organization.
• Expertise in the complete life cycle of project development including System Analysis, Design, Testing and Deployment.
• Excellent working knowledge of software development methodologies such as Agile, Waterfall model.
• Competent in analyzing and creating Narrative Use Cases, Use Case Diagrams, Activity diagrams, Class diagrams, Data/Navigational flow diagram using UML Tools like MS Visio.
• Used Atlassian Jira for tracking the user stories and managing projects.
• Highly motivated team player with excellent communication, presentation and interpersonal skills with excellent analytical, troubleshooting, and problem-solving Skills.
• Excellent leverage of MS Office, Spreadsheets and Word in Windows and Mac.

TECHNICAL SKILLS

Salesforce Technologies: SalesForce.com, Force.com, Apex Language, Apex Classes, Apex Triggers, SOQL, SOSL, S-Control, Work Flow and Approvals, Dashboard, Analytic Snapshots.

Sales Force tools and Integration tools : Apex Data Loader, Import Wizard, Sandbox Testing, Salesforce-to-Salesforce, Apex- Explorer, Pardot, Marketing cloud Social Studio, Email Studio, Journey Builder and Content Builder.

Other Databases/ Tools: SQL, Informatica, Oracle e Business Suite

Operating Systems: XP, Vista, Windows 7, 8,10, Mac Osx Lion

Tools: MS Office, Excel, Data loader, SFDC Excel Connector, Silverlight, Eclipse IDE, Sublime Text, Mavens Mate, AWS

PROFESSIONAL EXPERIENCE

Confidential, MI

Salesforce Admin & Pardot Admin/Dev

Responsibilities:

• Administration (Salesforce application / platform configuration and management / deployment including Marketing tools such as Pardot, Engagement studio and social studio)
• Good understanding of B2B Marketing automation implementation through Salesforce Pardot.
• Experience in Pardot application designing, enhancements, building, validations and deployments.
• Acted as Pardot systems administrator by maintaining data within Pardot, including but not limited to assigning user permissions, User management, role creation, and group configuration for Pardot business users.
• Configured Automation Rules and Segmentation lists based on prospect categorizations and to be used in various marketing communications.
• Worked with campaign managers to develop automated email campaigns and developed emails that could utilize Pardot's dynamic content system.
• Worked on Email module with email template creation, content configuration, personalization, sender profile setup and test send validations.
• Configured landing Pages with personalization and dynamic content to be used for various marketing purposes.
• Form building activities to configure and setup enriched forms to capture lead data used during B2B communications.
• Implementing Custom redirects required for various business needs. Prospect management, Prospect field configurations and visitor data management.
• Created Pardot complex journeys through various Engagement Programs.
• Managed Salesforce engagement studio for users and created email templates as per the requirement.
• Utilize Pardot for daily production and deployment of mass marketing emails, ensuring that these emails also report metrics back to Salesforce, and if necessary, build campaigns within Salesforce.
• Worked on Marketing cloud Social Studio, created connections with social accounts and social studio, authorize and re-authorize the social accounts when needed.
• Created and managed workspaces, topic profiles, dashboards, reports, users, roles and trained new and existing users on Social studio when needed.
• Performed system implementation, configuration, tuning, Creating and managing users, profiles, roles, and permission sets in Salesforce
• Generated reports, dashboards, using Data Loader to import/export data and processes to continuously monitor data quality and integrity.
• Created V-Lookup’s and prepared the .CSV files for each object as a part of data extraction from salesforce
• Developed workflows, validations, approvals, worked with Process builder and Flows.
• Hands on experience on salesforce packages and Lightning. Implemented salesforce lightning for all users in the organization.
• Designed, and developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.
• Maintained test coverage for all the classes and triggers and supporting deployment activities
• Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Created Business Requirements, User Stories, Test Cases, User Acceptance Testing and ability to design and implement a Salesforce solution to existing business challenges. Deep understanding of salesforce architecture, processes, product and best practices.
• Supported (end user support for troubleshooting / issue resolution if required, application debugging and fixes)
• Supported salesforce service console with Email to case, case management process and entitlements
• Addressed user questions, aggregate and prioritize user feedback, and plan and implement system enhancements based on personal expertise, user feedback and organizational goals.
• Interreacted with business users and stake holders to gather requirements and get it done.
• Identify system problems, develop fixes, ensure full quality assurance testing, implement solutions, document and train users on system best practices and processes.

Environment: Salesforce.com Platform, Data Loader, Marketing cloud Social Studio, Pardot, Page layouts, Custom objects, Custom Tabs, Reports and Dashboards.

Confidential, VA

Salesforce Admin & Marketing Cloud Admin/Dev

Responsibilities:

• Created and maintained solved cases, graphs to deliver exceptional customer service and support to AAP customers.
• Experience in marketing cloud implementation worked with email studio and lead automation process.
• Experience in creating and activating the Marketing Campaigns in Salesforce.com.
• Experience in optimizing email marketing campaigns with an emphasis on Email Studio, Journey Builder, Data Extension, Automation studio, triggered sends, Content Builder, Contact Builder, email templates.
• Good understanding of the methodologies for email campaign management including, but not limited to, campaign set up, coding, importing data, validating distributions lists, optimization, segmentation, testing, deployment, tracking, reporting and monitoring.
• Extensively used Journey Builder to design and automate responsive multi-channel campaigns
• Managed page layouts, fields, and system interface/capabilities.
• Created and managed Workflow Rules, Field Updates and E-mail Alerts.
• Created different Custom objects, Formula Fields, Custom fields for various business needs.
• Experienced in designing Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows and Approval Processes for automated alerts, field updates, and Email generation according to application requirements.
• Customized user Roles, Role hierarchies, Profiles and Sharing settings to ensure that the protected data is available only to the authorized users.
• Customized dashboards to provide daily forecasts and track opportunities, deal registrations and customer engagement.
• Customized Reports to track usage for productivity and performance of business centers and their vTigersales teams.
• Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports and for different user profiles based on the need in the organization.
• Customized tabs for among different business user groups and business centers.
• Worked on various salesforce.com Standard objects, Custom Objects, Triggers, Classes, Pages, Reports and Dashboards.
• Good Understanding of Apex methods for the lightning controller and helper methods to perform DML operations on the case records.
• Worked on validation rules, workflows and approval processes and developer User Interface through Lightning Component.
• Hands on experience on salesforce packages and Lightning. Implement salesforce lightning components for small set of users within the organizations.
• Used Salesforce1 simulator during the development to test if the lightning components works properly on the mobile device.
• Designed, and developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.
• Maintained test coverage for all the classes and triggers and supporting deployment activities
• Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Worked with V-Lookup’s and prepare all the .CSV files for each object.
• Used Data Loader to insert, update, and bulk import or export of data from Salesforce.com objects and to read, extract and load data from comma separated values (CSV) files.
• Maintained Salesforce by providing ongoing system administration, including managing security settings, new user set up, user deactivation, executing configuration changes, etc.
• Reviewed the general organization drivers and context for development projects .
• Develop and improve reports, dashboards, and supporting process flows to provide reliable, accurate, and timely visibility into our Salesforce.com data .
• Worked closely with users and department leads to keep the database clean ensuring accurate customer data.
• Managed ongoing relationship with Salesforce and outsourced Salesforce implementation partners, as required.
• Requirements Gathering and Gap Analysis. Evaluated Salesforce.Com for Client’s Business Requirements and designed system test cases.
• Interacted with various business user groups for gathering the requirements and translated Functional Requirements into Use Cases from a system prospective.
• Conducted requirements elicitation meetings with end users to gather business requirements. Prepared the Business Requirement Document (BRD) for the enhancement of the existing services.
• Worked directly with stakeholders and IT to plan, create test cases, UAT to implement technical solutions
• Assisted in defining required features and mapping Salesforce features to business processes.
• Communicated on a regular basis with key departments to ensure application functionality meets evolving business needs.

Environment: Salesforce.com Platform, Data Loader, Marketing cloud Email Studio, Journey Builder, Page layouts, Custom objects, Custom Tabs, Reports and Dashboards.

Confidential, NY

Salesforce & Pardot Administrator

Responsibilities:

• Managed, maintained and provided administrative support for Salesforce.com applications for customer service/support, sales and marketing operations.
• Participated in cross-functional teams that address strategic business issues involving CRM, Customer Service/Support operations.
• Performed the documentation, testing and updating of elements relating to the SalesForce.com software and system administration.
• Worked as a Pardot systems administrator by maintaining data within Pardot, including but not limited to assigning user roles and permissions, conducting list hygiene, troubleshooting system problems, reporting to key stakeholders on new features
• Utilize Pardot for daily production and deployment of mass marketing emails, ensuring that these emails also report metrics back to Salesforce, and if necessary, build campaigns within Salesforce.
• Created Campaigns, Forms, Landing Pages, Layout Templates, Email templates, Generated Dynamic Email Lists, created prospects and configured custom fields
• Configured users' roles, permissions and profiles, Custom objects, Page layouts, Custom tabs and Components to suit to the needs of the application as per business requirements.
• Designed and deployed custom tabs, validation rules, approval processes and auto response rule for automating business logic.
• Created email alerts and field updates.
• Involved in Data Migration using Data Loader to update the records in the Salesforce.
• Worked with the migration team to check whether the data is updating the Salesforce.
• Created Reports and Dashboards as per business requirements and configured various reports and for different user profiles based on the needs in the organization.
• Maintained the test environment identical to the production instance.
• Worked on the full Sandbox refresh activities.
• Responsible for unit, integration and regression testing and end to end user testing.
• Actively participated with developers for QA review to work on status of defect.
• Analyzed the test results to discover documents and resolve defects and configuration issues.
• Knowledge of APEX programming, Also, studying towards "Salesforce Platform Developer.

Environment: Salesforce.com Platform, Data Loader, Page layouts, Custom objects, Custom Tabs, Reports and Dashboards.

Confidential

Salesforce Admin & BA

Responsibilities:

• Lead Management
• Account Management
• Contract Maintenance
• Query Management and Reports
• Requirements Gathering and Gap Analysis.
• Evaluated Salesforce.Com for Client’s Business Requirements.
• Responsible for designing system test cases.
• Involved in the development of creation of objects, profiles, roles, triggers, validation rules, workflow rules, Apex classes.

Environment: Salesforce.com Platform, Data Loader, Page layouts, Custom objects, Custom Tabs, Reports and Dashboards.

Confidential

Business Analyst

Responsibilities:

• Conducted requirements elicitation meetings with end users to gather business requirements. Prepared the Business Requirement Document (BRD) and functional requirement document (FRD) for the enhancement of the existing services.
• Conducted JAD sessions and took meeting minutes.
• Transformed BRD into Use Cases using UML for new product functionality. Used tools such as MS Visio and Enterprise Architect to define business Use Cases, and activity diagrams.
• Created wireframes and page mockups.
• Analyzed and documented differences between the As-Is and To-Be processes.
• Held regular interactions with business and engineering teams to make to ensure the product delivered will meet the specifications.
• Made recommendations to development teams regarding the design and implementation of any missing functionality.
• Participated in design and status meetings with other team members to discuss problem identification, prioritization and resolution.
• Performed Gap analysis for new functionality requirements, as well as prioritized them based on actual business needs.
• Provided accurate estimates of effort for the new requirements and enhancements.
• Ensured that the modifications suggested by the users were incorporated into the application.

Environment: MS Projects, MS Visio, MS Office, Excel, Power Point, Dreamweaver, Enterprise Architect.

Confidential

Associate Business Analyst

Responsibilities:

• Used MS Project for managing schedules, resources and collaboration.
• Conducted JAD sessions to gather and understand high level business requirements and documented them for preparing BRD.
• Created visual models for various processes, produced use cases and activity diagrams. Used SQL for querying underlying database tables
• Evaluated existing tables/views/aggregates and provided recommendations to improve performance and reporting capability.
• Efficiently interacted with designers and software developers to understand application functionality and navigational flow and keep them updated about business user’s specifications.
• Arranged Business Acceptance Test (BAT), User Acceptance Test (UAT).
• Used Quality Center to create, manage, run test suites, generate reports for percentage of failures with proper Severity, Priority, test case status etc.
• Maintained the “BUG” reports for internal evaluation of the product and hence assured quality of the application.
• Participated in defect triage process and coordinated with cross functional teams to resolve functional issues.
• Collaborated and ensured adequate testing of the system.
• Created reports and bug tracking using Quality Center.
• Confirmed requirement fulfillment with sponsors for approvals on the prepared documents.

Environment: MS Visio, MS Office Suite, MS Project, Power Point, Dreamweaver, Enterprise Architect.