SUMMARY

• 7 years of IT experience including 4 years in Salesforce.com Business Analysis, Systems Administration, Development, and Quality Assurance
• Comprehensive experience in all stages of the Software Development Life Cycle (SDLC) in both Agile and Waterfall models
• Expertise in Requirements Gathering, Analysis, Project Documentation, and acting as liaison between business and technical teams
• Worked with major clients from varied domains including Healthcare, Banking, Telecom, Insurance, Energy and Utilities
• Proficient in creating Business Requirement Documents (BRD), Functional Specification Documents (FSD), Use Case Diagrams, Sequence Diagrams and Activity Diagrams prototypes, wireframes, and storyboards
• Experience working with global cross functional teams and coordinating with SME’s and stakeholders (Onsite - Offshore model)
• Hands on experience in conducting Joint Application Development (JAD) sessions with end-users, SMEs, Developers, QAs and other stakeholders for project meetings, walkthroughs and customer interviews.
• Experience in analyzing CRM business processes including Forecasting, Campaign management, Lead Management, Role Hierarchy, Territory Management, Order Management, Account Management, Case Management
• Expertise in Setup, Configuration, Customization, Administration, Data Migration & Mapping, and Integration of Saleforce.com applications
• Proficient in creating Roles, Profiles, Page Layouts, Record Type, and Assignment rule, Workflow Alerts and Actions, Reports, Dashboards, Outbound messaging, and Approval Workflows.
• Proficient in designing of Custom objects, Custom components, Custom fields, Role based page layouts, Custom Tabs & Custom Application
• Strong exposure to Security and sharing rules implementation at object, field, and record levels
• Experience in data migration from legacy systems using Data Loader.
• Knowledge in Salesforce.com SFA, Force.com Apex Classes, Apex triggers, Integration, Visual force, Force.com API, SOQL, and SOSL.

TECHNICAL SKILLS

Salesforce.com: Standard /Custom Objects, Workflows & Approvals, Apex Classes/Controllers, Apex Triggers, Visualforce Pages, Data Loader, Reports, and Dashboards

Tools: TFS, MTM, JIRA, SharePoint, Snagit, Balsamiq, SVN, Tortoise, Clear Case, SPSS

Languages: C, C++, Java, HTML, XML, CSS

Databases: SQL Server 2005/2008, MS Access, Oracle9i, Oracle 10g

Microsoft Tools: Office, Excel, PowerPoint, Project, Visio

PROFESSIONAL EXPERIENCE

Confidential, Naperville, IL

Business Analyst

Responsibilities:

• Involved in Salesforce.com Application Setup and Customization activities to fulfill the functional needs of the organization
• Interacted with the business team and other stakeholders for Requirements Gathering, Analysis and implemented them on Salesforce.com platform
• Closely worked with SalesForce.com teammates while implementing solutions for the requirements
• Worked on various Salesforce.com Standard Objects like Accounts, Contacts, Leads, Campaigns, Reports and Opportunities
• Designed, implemented and deployed the Custom objects, Page layouts, Custom tabs, Components to suit to the needs of the application
• Created various profiles and configured the permissions based on the organizational hierarchy requirements
• Customized tabs for different business users groups and business centers
• Closely monitored the development of Triggers, Apex classes and Visual force pages and ensured their alignment with the requirements
• Created the workflows for Automated Lead Routing, Lead Escalation, Alerts and Custom Coaching Plans.
• Experienced in the use of Data Loader and scheduling timely data backup operations using Apex Scheduler
• Involved in handling data migration for the objects like Users, Accounts, Leads, Contacts, Campaigns, Campaign Members, Quotes
• Implemented escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution
• Performed the role of Support Engineer for the internal users and helped them in getting used to the Application, generated reports and saved them for further access to the users
• Used a Sandbox for testing and migrated the code to the Production instance after all the test cases were cleared
• Customized the Dashboards to track usage for productivity and performance of business centers and their sales teams
• Worked with Salesforce.com Premier Support and handled the support cases
• Provided training to the internal users to use the application and develop their own custom Reports

Confidential, Redlands, CA

Business Analyst

Responsibilities:

• Interacted with various business user groups, SMEs for gathering requirements for Salesforce implementation & developed and documented the Business and Software Requirements.
• Developed Business requirement Document, performed Need Analysis, created Functional Specification and User Requirement Documents.
• Created Use Cases, Use Case Scenarios and Use Case Specifications.
• Liaised between the project management team, developers, system designers and architects and business in crafting of the solutions to meet business challenges.
• Act as a primary point of contact for Salesforce users on the IT team on Salesforce usage/adoption concerns.
• Lead and develop strategy for enhancing systems to meet business needs, and mapped client business process and requirements onto the capabilities of Salesforce.com and the Force.com platform.
• Worked with various functions and end users to identify, document, and communicate standard business processes.
• Identified process flaws in the current system and recommended business process automation in the new system after analyzing and documenting AS-IS system and TO-BE system.
• Participated in cross-functional teams to address strategic and operational issues involving CRM and Salesforce instance.
• Implemented break fixes, business enhancements support, feasibility requests and administrative needs to Salesforce application users.
• Maintained system metrics and logs to track trends in usage & adoption, data quality & integrity, and application failures.
• Identified Salesforce usage problems and crafted technical / communication plans for remedial initiatives.
• Administered Salesforce setup functions for new users, roles, profiles, enforced security controls, permission settings and data access across fields, objects and at record levels, and maintained overall Salesforce configurations.
• Assisted in the creation of various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as sales tool and configured various Reports for different user profiles.
• Worked with the development team to design and deploy Custom objects, Entity-Relationship data model, validation rules on the objects and tabs, Page layouts, Custom tabs, Components, lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Utilized SOQL and SOSL to query and search for business data.
• Collaborated with the QA team in reviewing and validating test plans and test cases, and ensure that the application meets user requirements.

Confidential, Raleigh, NC

Business Analyst

Responsibilities:

• Worked for the Speed-to-Value team at Confidential and pivoted the saleforce.com implementation in agile methodology
• Interacted with various business team members to gather the requirements and documented the requirements i.e. the product backlog.
• Analyzed the Scope of the Requirements, and managed requirements to avoid Scope Creep for each sprint
• Conducted daily standup meetings and made sure the developments are on track for each spring
• Participated in User Story Grooming Sessions and other JAD Sessions
• Conducting UAT with the Business users, gathered feedback and communicated the same to the development team.
• Reviewed the test cases provided by the QA team, provided feedback, and made sure they are aligned with the requirements
• Created user Roles, Profiles, sharing settings, workflow rules-defined related tasks, email alerts, and field updates
• Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic
• Created new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Used field level security along with page layouts to manage access to certain fields
• Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool
• Configured various Reports for different user profiles based on the needs of the organization
• Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people

Confidential, Phoenix, AZ

Business Analyst

Responsibilities:

• Performed the roles of Salesforce.com Developer and Administrator in the organization.
• Primarily involved in developing prototype of the application as proof of concept (POC) for business team and as a guideline for development team.
• Created prototype using HTML and CSS.
• Worked on various Salesforce.com Standard objects like Accounts, Opportunities, Leads, Campaign and Reports.
• Created various Custom objects, Tabs, Workflows, Reports, Apex triggers and validation rules for the application.
• Created Email templates in Text, HTML and VisualForce necessary for the application.
• Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.
• Used Data loader for all data adding, updating, and deleting, exporting data.
• Used Eclipse IDE for building scripts and deployment.
• Documented Salesforce fundamentals and reporting for easy understanding and navigation for users.
• Used Object Oriented Languages like C++, Java, J2EE, JSP, Servlets and other Java technologies.
• Used web technologies like HTML, XML, CSS, JSP, JavaScript, WSDL, and SOAP and databases such as SQL Server and MySQL.

Confidential, Detroit, MI

Business Analyst

Responsibilities:

• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured sharing settings
• Enabled network-based security and organization-wide list of trusted IP address
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Created the workflows for automated lead routing, lead escalation and email alerts.
• Work closely with prospects/clients to identify technical requirements and technical infrastructure for CRM based enterprise solutions.
• Worked as enhancement team member and performed the roles of Salesforce.com Administrator in the organization.
• Worked closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com (SFDC).
• Involved in the maintenance of the previous versions of the product by addressing bugs and client issues.
• Responsibilities include defining integration architecture, documenting technical requirements, and identifying success criteria.
• Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and groups.
• Involved in integrating web service with SalesForce.com to load Leads back and forth from Salesforce.com to Legacy and vice versa.
• Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
• Responsible for creating Sharing rules among all the users in Different Roles and Subordinates.
• Responsible for creating Queues, Workflows rules and tasks to share and automate work to the users in the Queue.
• Created unit test cases and coordinated change requests to drive the business requirements during Integration and Testing stages.
• Working with Operations Manager and users to determine business requirements, provide administrative support and design /implement solutions in Salesforce.com CRM.