SUMMARY

• Experienced Informational Management with over 16 years of Professional proven record of accomplishment in managing, administering, designing, building, Quality Control procedures in support of business goals and objectives.
• Broad technical knowledge, combined with outstanding leadership ability and creative problem solving skills in both strategic and tactical areas allowing translate big picture ideas into executable projects.
• Expertise in Salesforce Administration, Configuration, Implementation, and support of Salesforce CRM Platform - Sales Cloud & Service Cloud as an Administrator.
• Worked on the design of Salesforce Custom Objects, Custom Fields, Custom Formula Fields, Field Dependencies, Page layouts, Custom Tabs, Custom Reports, Report Folders, Dashboards, basic Workflow, Validation Rules, and Approval Processes.
• Worked on Service Cloud, Sales cloud, Sales automation, Account & Contact management, Lead management, Case management, Campaign management, User & Profile administration.
• Experience in creating different type of Reports, Report Types, Dashboards, and data migration using Data Loader.
• More than 11 years of experience in Quality Assurance testing.
• Organized professional with excellent presentation, analytical, documentation and interpersonal communication skills., and report writing skills
• Self starter, able to partner with the business and work with teams across the organization

TECHNICAL SKILLS

Salesforce Technologies: Salesforce CRM, Custom Objects, Custom Fields, Case Management, Email to Case, Reports, Dashboards, Workflows, Security Model - Org wide, Object, Field and Record level Security, Data Loader, Eclipse IDE, Sales & Service Cloud, Salesforce Import Wizards, Chatter, AppExchange.

Databases: Oracle 8i, 9i, 10g, 11g, SQL Server 2000/2005/2008

Testing tools: QTP

Operating Systems/ Software: MS office Suite, Windows 2003/2008, Linux( RedHat)

PROFESSIONAL EXPERIENCE

Confidential, Sterling VA

CRM Administrator

Responsibilities:

• Working as CRM Administrator closely with sales team and perform detail analysis of business and technical requirements and design the solution by customizing SFDC in Agile environment.
• Handling various day to day enquiries for internal Salesforce users as a member of Salesforce Support Team.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Products, Cases, Solutions, Knowledge, Articles, Content Management, Reports, Dashboards, Documents, and Static Resources.
• Designed, and deployed the Custom objects, Custom tabs, Entity-Relationship data model, Validation rules, Workflow rules, Page layouts, Queues, Profiles, Roles, Users, Public Groups, and Sharing Rules.
• Implemented Knowledge using Knowledge Centered Support (KCS) that include Articles, Libraries, and Content Management for both internal and Customer Portal Users.
• Perform Lead conversion, Account, and Account Team management.
• Deployed various AppExchange Apps like DupeBlocker to improve Data quality by preventing duplicate account, contact, and Lead records. Also designed custom duplicate searching scenarios for DupeBlocker.
• Worked on Sandbox to Production deployment of various components through Change Sets or Eclipse.
• Implemented web based case management automation - Web to Case, Customer Portals, and Sites.
• Implemented Email-to-Case using Email Service Addresses and worked on Case Assignment rules for assigning new cases to appropriate queue, and Auto Response rules to send appropriate response to customer.
• Implemented Entitlements using out of the box SLA Processes based on Account / Assets.
• Well versed with SOQL, and SOSL with good understanding of Governor Limits for data manipulation needs of the application using platform database objects.
• Mass data Management using Data Loader to insert, update, and delete data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.
• Defined lookup and master-detail relationships on the objects and also created junction objects to establish many to many relationships among objects.
• Developed and configured various Reports, Report Types, and Report Folders with various levels of permissions to different users within same folder.

Confidential, Herndon, VA

Salesforce Administrator

Responsibilities:

• Worked on requirement analysis from the documents provided by clients.
• Designed functional and technical specifications from requirement document and worked in Agile Environment using SCRUM techniques.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Cases, Solutions, Knowledge, Articles, Content Management, Reports, Dashboards, Documents, and Static Resources.
• Designed, and deployed the Custom objects, Custom tabs, Entity-Relationship data model, validation rules, Workflow Rules, Auto-Response Rules, Page layouts, Queues, Profiles, Roles, Users, Public Groups, and Sharing Rules.
• User, Queue, Public Groups, Role, and Profile administration.
• Regular review and health check of the Production Org through various Administrative reports.
• Used Data Loader for insert, and update of data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.
• Worked on various AppExchange Apps like DocuSign, DupeBlocker, Marketo, and other applications like Workbench.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish many to many connectivity among objects.
• Followed proper Change Management procedures for production deployment of change sets and attended weekly meetings and created and implemented change sets for production deployment.
• Created various Object relationships using Lookup and Master Detail fields and extended data visibility through Formula Fields, and Roll up Summaries.
• Developed and configured various Reports, Report Folders, and Dashboards for different user profiles and schedules them based on the need.
• Deployment of managed and unmanaged packages from App Exchange Apps to Sandbox and then to Production after proper testing and UAT approval.

Confidential, Springfield, VA

QA/Testing Engineer/Lead

Responsibilities:

• Experience in creating Test Plans, Test Cases/procedures and executing Tests for Reports.
• Created reports using Crystal reports for analysis.
• Tested the SLA’s for escalations in case of production incidents in Remedy.
• Performed and reviewed regression testing to identify errors in each modified build in the process of testing, Investigated Bugs and interacted with Developers to resolve technical issues.
• Involved in Functional Testing, Interface, Back End and Regression testing.
• Participated in defect calls and tracked defect statuses from creation to closure.
• Conduct Internal Audits as Lead Auditor and Train co-workers.
• Wrote many Standard Operation Procedures and Work Instructions.
• Responsible for activities of production management (industrial costs analysis and planning);
• Responsible for internal audits of quality of work.

Confidential, Fairfax, VA

Field Engineer

Responsibilities:

• Responsible for Quality inspections of Soil, Concrete, Structure and reinforcement of Steel.
• Perform Material inspection using NUKE, Air Meters and Slum Testing diagnostic tools.
• Laboratory testing and creating industry standard reports.