SUMMARY:

• Experienced analyst, leader, and administrator wif over 10+ years of experience in CRM platforms and to implement streamline and enhance users experience for sales, marketing, and service business lines users for top fortune 500 companies in finance, retail and healthcare industries.
• Extensive experience in SFDC implementation and customization working wif Salesforce Classic as well as Salesforce Lightning components and an In - depth understanding of SFDC CRM business processes.
• 5+ years of experience working wif different Salesforce applications, primarily Sales Cloud and Service Cloud
• Trained in Salesforce CPQ and Salesforce Einstein Analytics.
• 6+ years of experience working wif Siebel CRM and different Siebel applications including Life Sciences, Sales, Pharma, Medical, Call Center, Marketing and Finance as well as working wif stakeholders in these different areas.
• 6+ years of experience working in 24x7 IT production Support team.
• As well-defined best practice in integration wif various legacy systems, innovative solution, creative troubleshooting, Quality Control, deployment management, system management, operative communication skills and practiced working wif business executives and stakeholders at all levels.
• Proficient wif Sales Cloud, Service Cloud, Call Center, Force.com, Chatter collaboration and App-exchange on Salesforce
• Accepted more challenges and achieved deadlines while working on a multitude of work streams.
• Dynamic, hands-on and obsessive about quality and process improvement
• Eager to bring a positive change as an individual contributor or as a member of a talented team
• Implement Trigger, Visual force page, Apex class, Web Service and S-control to achieve complexity of business functionality.
• Experience wif a complete end-to-end implementation life cycle
• Expert in almost all declarative tasks as a Salesforce administrator and advanced implementations tasks including but not limited to creating custom objects, fields, tabs, profiles, roles, users, page layouts, Reports, Dashboards, Tasks and actions, validation rules, Data Utilities, Data loading and cleansing.
• Designed junction objects for relationships (lookup and Master-detail) and implemented various advanced fields like Pick lists, Custom Formula Fields, Field Dependencies, Workflows rules, and Approval Processes for automated alerts, field updates, and Email generation according to application requirements.
• Implemented security and sharing rules at object, field, and record level for different users at different levels of organization.
• Pervasive experience in performing teh administrative and development related tasks like consigning Role Hierarchy, Custom Profiles, Users, Email Templates, Page Layouts, Workflows, Work-flow Actions, Approval Process, Reports, Dashboards, Tasks, and Events in Salesforce.com.
• Experience in data migration using Salesforce data loader
• Good working noledge in latest web technologies like HTML5, CSS3, AJAX, JQuery and java script
• Extensive experience in analyze business requirements, entity relationships and converting to SFDC custom objects.
• Strong noledge of SDLC process and experience working in teams implementing Agile Scrum Methodologies
• Also developed presentation layer in Visual force and business logic in teh Apex by creating/using Classes, Custom/Standard Controllers
• Integrated and installed various App Exchange Apps and extensions, configured and maintained user security permissions in compliance wif organizational needs.
• A skilled problem solver and an efficient team player
• Analytical by nature, able to correctly identify, troubleshoot and resolve a wide range of technical issues in a timely manner to minimize downtime and drive increases in customer satisfaction.
• Can TEMPeffectively work in both independent and collaborative work environments, have excellent communication and inter-personal skills, and ability to TEMPeffectively communicate technical issues and resolve problems at all levels of teh organization to reach deadlines and achieve goals.

PROFESSIONAL EXPERIENCE

Confidential, Southfield, MI

Salesforce (SFDC) Administrator

Responsibilities:

• Worked wif data import by importing users into teh SFDC Force.com platform using Data Loader
• Maintained multiple user profiles, role hierarchy, security, sharing rules, and other Salesforce.com out-of-teh-box access features
• Responsible for ongoing system functionality, maintenance, accessibility, and updates
• Resolved technical issues through debugging, research, and investigation
• System Administration in supporting an organization larger TEMPthan 150+ users from different teams
• Worked on differentSandboxesfor development & testing; Involved in migrating teh code to production instance in installments usingChange Set.
• Excellent noledge of teh native Salesforce reporting and dashboard functions, including Custom Report types
• Created List views and performed Mass edits from teh list views.
• Experienced in Design and development ofApex Triggersfor automation process and functional needs in teh application
• Involved in several calls wif clients to gather their requirements and do teh gap analysis.
• Maintain technical noledge by using Trailhead, attending educational workshops, and reviewing related publications, when available.
• Conduct testing to ensure dat functionality, usability, reliability, and performance are consistent wif requirements.
• Single handedly supported teh entire PPM Pro tool for 300+ users.
• Assisted Senior Managers and Stakeholders wif building Custom Reports and Dashboards.
• Worked wif teh clients on critical issues as well as understanding teh requirements / problems, performed teh analysis and provided teh solution.
• Performed routine maintenance of teh tool wif field creation, filter creation, creating lookup lists, maintaining page layout changes, etc.
• Built Dashboards and published them on a fixed schedule for Stakeholders, Project Managers and Business Analysts.
• Supported teh entire BCBSM Timesheet Management system, which required Rejecting, Approving and Submitting timesheets.
• Maintained teh user management database including creating users, deactivating them, updating them to keep teh system updated.
• Worked on Service Now, Jira and Cherwell Ticketing System to log and handle tickets TEMPeffectively.
• Worked on Data Imports to create and update resources in teh database.
• Worked diligently on all teh Ad-Hoc issues throughout teh day.
• Created documentation of teh complete PPM Pro guide documenting every Admin functionality.
• Provided training and mentorship to teh offshore resource.

Tools & Technologies: Salesforce.com, Sales Cloud, Service Cloud, PPM Pro, Cherwell, Microsoft Excel, Quip, Jira and SharePoint.

Confidential, Fort Worth, TX

Salesforce (SFDC) Administrator

Responsibilities:

• Involved in data migration project for several objects such as Accounts, Contacts, Products and Assets from SAP into SFDC Force.com platform using Data Loader.
• Involved wif preparing, validating and migrating change sets from one environment to another.
• Worked wif various stakeholders for gathering requirements for Salesforce implementation and documented teh Business and Software Requirements as well as communicated it wif teh developers.
• Designed Use Case Diagrams and Use Case Specification documents based on requirements gathered.
• Worked wif teh CRM Fusion tool in order to clean up teh Account and Contact data duplicates before migration.
• Created teh company profile, set up new users, defined roles and set up public groups, Involved in setting up field level access for each custom object created based on teh user’s role wifin teh Organization.
• Involved in managing four offshore developers and assigning tasks to them related to teh Community Portal project.
• Extensive experience generating Tabular, Summary and Matrix reports to create Standard reports and Custom reports based on various requirements by teh client.
• Worked in teh Agile Business Analyst environment where I provided interpretation of business rules and requirements for technical system upgrades while tracking progress.
• Experienced in querying Salesforce tables using SOQL & SOSL queries using Force.com Explorer.
• Documented business requirements along wif user stories and collaborated wif developers to test and verify teh solutions.
• Mapped requirements to out-of-box functionalities wifin Salesforce.
• Used Picklists, Dependent Picklists, and Record Types to enforce data quality.
• Created Tab permissions, Record Type permissions and Field Level Security to implement Component-based security.
• Worked wif Acceptance Testing (UAT) and logged as well as prioritized defects and re-test issues after they are resolved.
• Designed and modified Approval processes and created Approval steps, which used email alerts and field updates.
• Worked wif Approval processes dat used Email Approvals and Parallel Approval steps.
• Documented new business processes and made appropriate changes needed to teh older processes.
• Designed Validation Rules along wif Roll-Up Summary Fields to maintain data quantity and data consistency.
• Managed Sandboxes including refreshing as well as setting-up new Sandboxes for testing purposes.
• Performed many declarative administration tasks as needed, managing custom fields, integration and data cleanup and setting up roles and profiles.

Tools & Technologies: Salesforce.com, Data Loader, Agile, CRM Fusion, UAT, Microsoft Excel, Quip, Jira, SQL and SharePoint.

Confidential, DES MOINES, IA

Salesforce (SFDC) Configurator/Administrator/Business Analyst

Responsibilities:

• Interacted wif various business user groups and stakeholders for gathering requirements for Salesforce implementation and documented teh Business and Software Requirements.
• Extensively involved in moderating JAD sessions wif different business units, stakeholders, and application development team.
• Designed Use Case Diagrams and Use Case Specification documents based on requirements gathered.
• Performed detailed analysis of business and technical requirements and designed teh solution by customizing various standard objects of SFDC and other Platform based technologies like Visual Force, Force.com API and Web Services.
• Utilized JavaScript and Apex Classes, Controllers and Apex Triggers for various company specific functional needs in teh application.
• Experience in Service cloud working wif Reports, Dashboards and Events.
• Worked in teh Agile Business Analyst environment where I provided interpretation of business rules and requirements for technical system upgrades while tracking progress.
• Experienced in querying Salesforce tables using SOQL & SOSL queries using Force.com Explorer.
• Developed Triggers wif bulk-safe and exception handling and have a minimum of 80% code coverage.
• Used Data Loader for Data Migration in force.com platform.
• Involved in Implementation and Design of Campaigns, Cases, Issues, Product and Orders Management and Product Rejection module.
• Configured visual workflows for price quotes.
• Documented business requirements along wif user stories and collaborated wif developers to test and verify teh solutions.
• Mapped requirements to out-of-box functionalities wifin Salesforce.
• Used Picklists, Dependent Picklists, and Record Types to enforce data quality.
• Created Tab permissions, Record Type permissions and Field Level Security to implement Component-based security.
• Created Test Cases as per teh test plans.
• Worked wif Acceptance Testing (UAT) and logged as well as prioritized defects and re-test issues after they are resolved.
• Generated Tabular, Summary and Matrix reports to create Standard reports and Custom reports.
• Designed and modified Approval processes and created Approval steps, which used email alerts and field updates.
• Worked wif Approval processes dat used Email Approvals and Parallel Approval steps
• Used Process Visualizer to study Approval steps.
• Documented new business processes and made appropriate changes needed to teh older processes.
• Created Dashboards and Dashboard Components, implemented multiple levels of Dashboards, and scheduled Dashboard refresh.
• Created many-to- Many relationships and created Junction objects to implement Roll-up Summary fields to aggregate data from child records on teh parent.
• Designed Validation Rules along wif Roll-Up Summary Fields to maintain data quantity and data consistency.
• Performed many declarative administration tasks as needed, managing custom fields, integration, and data cleanup.

Tools & Technologies: Force.com platform, Visual Force (Pages, Component & Controllers), Visual Workflows, Apex Language, JavaScript, DML statements, SOQL, SOSL, Data Loader, HTML, Chatter, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Sandbox data loading, Eclipse IDE Plug-in, Custom objects and Fields, Time based triggers, Workflows Rules, Validation Rules

Confidential, MADISON, WI

Application Support Engineer

Responsibilities:

• Played a key role in supporting teh Sun Systems products such as INFOR and MINGLE.
• Reprocessed and troubleshoot teh failed Daily Income Reconciliation report and other reports from teh accounting group.
• Worked on teh Track-IT ticketing system to resolve teh different user issues from Finance as well as Marketing group.
• Supported all teh in-house issues such as Setting up teh Active Directory for users, Resetting user accounts, Running Accounting reports in Citrix Q&A every morning as well as resetting teh user’s Citrix profiles.

Tools & Technologies: INFOR, MINGLE, Track-IT, Microsoft Excel, Citrix, Web Services

Confidential, RALEIGH, NC

Senior Siebel CRM and Fusion CRM Technical Support Engineer

Responsibilities:

• Played a key role providing input to teh Technical Support Knowledge base, authoring and approving value-added alerts, FAQs and Technical Notes.
• Published service request solutions to further drive customer and other stakeholder’s education.
• Worked in teh 24x7 Siebel CRM Enterprise support team to resolve customer issues in a variety of Siebel applications.
• Constantly worked in Agile and Scrum environment where I collaborated closely wif SMEs to identify and analyze core requirements and key features of teh ongoing projects.
• Constantly involved in teh scrum calls where we reported our progress during teh testing phase.
• Obtained certifications in RAV noledge management wif over 150 documents authored and Oracle Diagnostic methodology (ODM) and best practices.
• Assisted customers and stakeholders utilizing experience in service request resolution during implementation, administration and maintaining teh Siebel CRM applications.
• Resolved over 95% of issues wif stakeholders as teh first point of contact by diagnosing, researching, testing, and resolving highly escalated Siebel CRM application issues.
• Resolved a wide range of issues relating to Siebel CRM functionalities, Application Deployment Manager (ADM) and Open UI as well as calendar issues.
• Ranked consistently among teh top 5% of all global technical support engineers for teh ability to resolve customer issues, wif 3,000+ resolved in a 7-year time span working wif teh Sales Service and Marketing Group of Siebel Customer Support.
• Leveraged testing equipment and troubleshooting tools including Oracle Explain plan, Siebel tools, Windows Grep, File Splitter and FTP.
• Setup and maintained a laboratory to simulate and reproduce customer issues on multiple platforms such as Windows and UNIX/Solaris.
• Perform functional testing for teh Fusion CRM application and coordinated wif teh development team to log bugs and fix teh issues, testing fixes by performing functional and regression testing.
• Conducted manual testing prior to teh release of new product features and when required/requested by teh product management team.
• Mapped requirements to out-of-box functionality wifin teh application.
• Mentored and trained new team members, providing advice on day-to-day technical support processes and general Oracle/Siebel procedures to drive excellent service and customer support.
• Performed tasks as Duty Engineer triaging incoming Service Requests and assigning them to appropriate engineers after determining teh correct Area/Group.
• Logged and monitored Bugs/Defects as well as enhancement requests wif teh Siebel Development team after testing teh behavior in-house wif Siebel CRM test environment.
• Assist team members by making suggestions to resolve high severity, manager escalation and complex issues and by writing, reviewing and approving articles (Technical Note/FAQ/Alert) published on Customer Portal.
• Wrote T-SQL script to fetch data from SQL server databases to test and compare wif Siebel user interface applications.
• Liaisoned and provided expertise on other projects to reduce backlogs and help achieve targets.
• Worked globally wif people/clients from nearly every field including Insurance, Pharma, Medical, Finance and Retail.
• Worked wif different levels of teh capacity testing in teh pre-production stages of Cerner Millennium Software including configuring, deployment and installation.
• Established and maintained strong relationships wif product development, operations, QA team, Host team and other system engineers to best support goal achievement.
• Deployed and installed teh WebSphere Application Software (WAS) as well as its clusters and performed QA testing of teh automated scripts.
• Utilized dedicated testing environments and physical infrastructure and employed a variety of testing techniques to simulate targeted solution and system scenarios.
• Supported multiple concurrent testing projects including testing of all major Millennium releases, service level and proof of solution testing for UK contracts, new software and hardware technologies, as well as web technologies.
• Successfully managed and supported internal systems consisting of WebSphere residing primarily on teh Windows operating systems.
• Provided comprehensive technical support for engineering associates, troubleshooting new technologies, performing daily management of all internal systems, and building/upgrading internal systems.

Confidential, ELK GROVE VILLAGE, IL

System Administrator

Responsibilities:

• Continually monitored data center servers, maintaining, upgrading, and troubleshooting and backing-up data on magnetic disks while executing scheduled tasks.
• Manage and back-up teh Dealership database, using SQL to query issues.
• Successfully managed and troubleshoot 250 Servers running Linux, UNIX and Windows NT, 2000, 2003 Server using Glod Wire formulator technologies.
• Ensured operational TEMPeffectiveness by monitored performance and disk space on Windows XP-NT, UNIX and Red Hat Linux Platforms.
• Maintained sole responsible for monthly backing up data according to client contracts based on various calculations.
• Performed exclusive software loads as well as security patches on systems and disaster recovery (DR) tests at teh data center for national clients.
• Created technical manuals for co-packers for teh Technical Control Unit (TCU).
• Used InterSpec2.41 to prepare Bill of Materials (BOM) and specifications taking in teh requests by co-packers and considerable experience of client interaction.
• Successfully updated and managed teh company database using SQL to query for various complicated monthly reports and resolved issues in timely manners.
• Managed daily tasks while worked in teams wif other associates to provide high quality service to clients following value-driven TEMPeffective approach.

TECHNICAL SKILLS

Operating Systems: Windows XP, Windows 2000, Windows NT, Windows 2003 Server, UNIX, Red Hat Linux, Windows Active Directory

Software Applications: Siebel CRM, Salesforce.com CRM, SAP MM, SAP FICO, Microsoft Office Suite, Visual Studio, MS SharePoint, Microsoft Visio, WebSphere Application Server