Description

 

SUMMARY

 

§  Eight plus years of experience in the IT industry on the Salesforce.com Customer Relationship Management (CRM) platform

§  Knowledge of APEX coding and Visual Force markup

§  Skilled in guiding hands on end-to-end implementations

§  Skilled in automation process trouble shooting

§  Extensive experience in designing validation rules, custom objects, custom fields, role-based page layouts, workflow alerts & actions, pick lists, approval processes, record types, dashboards, custom tabs, custom reports, report folders, report extractions to various formats, and email generation according to application requirements.

§  Expertise in creating Unified Modeling Language (UML) diagrams such as Use Case diagrams, Activity diagrams, Class diagrams and Sequence diagrams using Rational Rose according to UML methodology.

§  Experience in Heroku / Heroku Connect.

§  Experience in configuring the application to be deployed on Heroku platform with support infrastructure on Amazon Web Services (AWS).

§  Worked extensively with Marketing & SFDC data modeling using Lead, Contact, Opportunity, and Account objects

§  Integrated Voice Response Systems (IVRs)

§  Worked on integrating SFDC with ETL tools like Informatica.

§  Experienced in designing solutions to ensure GxP compliance

§  Experience in performing configuration tasks using Apttus. And also have a Good knowledge of concepts in CPQ, Opportunity Management.

§  Key player in migrations and deployment of code from one environment to other using Force.com IDE deployment wizard.

§  Significant systems implementation and administration experience with Service Cloud, Marketing Cloud and Sales Cloud from salesforce.com

§  Skilled in implementing business flows using the Declarative framework via Workflow Rules and Approval Processes.

§  Strong Hands on experience in writing apex Controller classes, batch processes, schedulable classes, triggers, test classes.

§  Experience with SFDC (salesforce) with multiple end to end implementation, SF integration with Apttus contract management module and CPQ (price quote).

§  Adept in sales analysis, marketing & customer support business processes used by Salesforce.com customers and recommendations to customers for improving their processes using Salesforce.com

§  Expertise in performing data migration from legacy system to Salesforce.

§  Good techno-functional skills to correlate business requirements with engineering requirements for efficient functioning of Information Systems.

§  Experience in designing entities like custom objects, creating the relationships/ junction objects like a Master-Child, lookups, Entity-Relationship data model, Pages, Classes, Interfaces, Workflows &Workflow rules, triggers, Email alerts and business logic.

§  Strong knowledge database and data manipulation skills using SQL. Worked in SQL Server and Salesforce database structure.

§  Strong communication, organizational and interpersonal competencies along with detail-oriented and problem-solving skills in the technology arena.

§  Interacted with technical and functional staff at all levels.

 

 

Education

Bachelors in Computer Science

 

 

Certification

Salesforce Administrator Certified

Salesforce Certified Advanced Administrator

Salesforce Certified Platform Developer I

 

 

Technical Skills
Areas
Technology
Force.com
Apex Custom controllers, Visualforce Pages, Force.com Apex Data Loader, SOQL, SOSL, Sandbox testing.
SFDC tools
Data Loader, Connect offline, Salesforce-to-Salesforce, Apex Explorer
Project management
Microsoft Project (PERT, Gantt charts), Microsoft Office
Testing tools
Load Runner, Quick Test Professional, Test Director, HP Quality Center
Web technologies
JSP, Servlets, XML, HTML, Siebel Analytics, Macromedia Dream weaver
Business tools
Rational Suite (Requisite Pro, Rose, Clear Quest, Clear Case), MS Visio, UML,

MS Project, MS Access, MS Office Suite
 

Professional Experience

 

 

JP Morgan Chase Bank

Westerville, OH

CPQ Salesforce Business Analyst

March 2016 – Present

I was responsible for the requirements analysis, design, testing, implementing and support of digital sales tools with a very strong focus on Configure, Price and Quote (CPQ) throughout the enterprise. I was working with product managers to capture the configuration rules associated with different products and services, with sales professionals to better understand their needs, and with IT to design and test integration of sales tools with other systems, all to implement a best-in-class CPQ system.  I worked on CRM and CPQ systems, demonstrated strong technical aptitude, understood business processes, focused on user experience improvement, and drove to improve sales effectiveness and efficiency through implementation and maintenance of JPMC CPQ system along with other associated sales tools.  Worked to achieve streamlined processes, superior quality of service, best cost position and outstanding reliability and availability.

 

Responsibilities:

CPQ application considered for a solution, which sits under an automated implementation.
Worked as an Admin as well when needed identifying, planning and implementing new salesforce.com features and functions (new screens, workflow, force.com objects, and reports, apex code) to meet business requirements.
Worked with various Salesforce.com objects like Accounts, Contacts, Leads, Opportunities, Reports, and created custom objects based on Business need.
Understanding requirements and involved in designing object structure.
Designing apex pages and providing feasible solution for performance improvement
Implemented sales cloud console for sales.
Implemented Salesforce Sales Cloud, Service Cloud, and Pardot Marketing Automation on time and on budget.
Maintain and support the objectives of current Customer Relationship Manager (CRM) and Apttus Configure, Project, Quote (CPQ) systems.
Responsible for Data Migration and Data Management activities.
Involved in various stages of Software Development Life Cycle (SDLC) including analysis, requirement gathering, architecture design, development, enhancements, testing, deployment and maintenance of standalone object oriented enterprise application.
Worked with Marketing, Sales and Legal teams to continually improve use of CPQ tool and Salesforce.com.
Created scheduled apex that ran every day to process data from Salesforce and SQL tables.
Developed a dynamic scripting component on lightning Design System.
Participate in daily SCRUM meeting and engage with development teams to communicate requirements, coordinate plans and progress, and assist in developing prototypes to validate user requirements, using SCRUM and Agile methodology, to define product backlog and sprint backlog.
Gather product launch specifications from key stakeholders to load products, product features, product options, price books, and price book entries to SteelBrick CPQ and configure required price rules, product rules, product constraints, and all other configuration
Developed and configured various Custom Reports and Report Folders for different user profiles based on the need of the organization.
Developed and maintained SFDC analytical reports for management review and planning for accurate forecasting purposes.
 

Wells Fargo Bank

San Francisco, CA

Salesforce Admin/IVR Business Analyst

Dec 14 – Feb 16

Wells Fargo started implementing Salesforce.com for Opportunity management and customer portal management to manage a portfolio of High Net worth (HNW) accounts by analyzing client’s portfolio and thereby developing strategies to provide a more organized and sophisticated customer service experience for their key clients. I worked as Force.com was responsible for configuration and code migration from sandboxes to production. Implemented a new Cisco solution for current Care Center technology which was due for a lifecycle replacement. These systems consisted of the IVR, ACD, CTI, Reporting Systems and their corresponding interfaces. In addition to that, project scope also involves a major IVR upgrade from DTMF only to SPEECH Technology (for both English & Spanish language).

 

Responsibilities:

§  Collected requirements for the AS-IS change management process and designed mock ups and UML’s for the TO-BE change management process

§  Relay with US Product Salesforce.com team

§  Responsible for performing administrative functions in Salesforce CRM such as create/modify pick lists and lookup fields.

§  Evaluated business requirements, conducted systems analysis and completed 17+ IVR related projects for Business Solution Services within 1 year.

§  Translated business requirements into technical specifications and design documents including solution summary documents, transaction process flows, data flows, and sequence diagrams.

§  Analyzed the Voice User Interface/Interaction (VUI) design to identify new and enhanced caller experience IVR opportunities.

§  Utilized Cisco Call Logs to identify defects in specific caller experience scenarios.

§  Proposed the design and standard on how to enable business to toggle self-service functionality on and off within the IVR application outside of a release cycle.

§  As part of data analysis, analyzed reports of data duplicates or other errors to provide ongoing appropriate inter-departmental communication and monthly or daily data reports.

§  Monitored timely and accurate completion of select data elements

§  Identified, analyzed, and interpreted trends or patterns in complex data sets

§  Monitored data dictionary statistics

§  Lead 5 UAT sessions for CRM and Sales force integration modules.

§  Documented small-to-medium sized CRM based projects details.

§  Responsible for all internal Business systems including Salesforce, Quick Books and any new implementations

§  Optimize customer releases leveraging Salesforce.com new capabilities

§  Acted as a liaison between the technical staff and the users (staff and management). Also, was responsible for communications between Project Team and other related departments.

§  Involved in content management change control and Version Management. Performed regular updates to various static web pages.

§  Extensive knowledge in all aspects of operational functions from marketing, pipeline management and forecasting to customer acquisition, fulfillment, and support. Flexible and open to change, pursues self-development, maintains lasting relationships, and thrives on challenges

§  Supported and maintained corporate CRM systems and related applications.

§  Coordinated mentoring of various tools and process flow of the application.

§  Analyzed and design Use Case diagrams, Class diagrams, Sequence Diagrams, Business Objects, Domain Object Model, and MS Visio to depict process flows and PowerPoint presentations.

§  Implemented Traceability Matrix and User Requirement Specification Document (URS) and verified the functionality coverage.

§  Developed timelines for project delivery and managed projects and resources to successful completion.

§  Used custom tabs to monitor the use of company applications by customers and licensed users.

§  Customized standard Salesforce objects like campaigns, leads, accounts, contacts, opportunities.

§  Created custom field and field dependencies on standard objects like Campaigns, Lead, Accounts, and Contacts.

 

 

CTI/Market

Andover, MA

Heroku/Salesforce Business Analyst

Dec 12 – Nov 14

Implemented Salesforce Service cloud and Opportunity Management (Case management, Entitlement management, Product & price book, High volume customer portal, Partner portal, Visualforce sites) for business support and technical support for its channel customers. Web-to-case, email-to-case was configured for case management. Data migration was done using different systems. Informatica was used for the major part of the migration. Responsible for owning the architecture and design of complex solution components (e.g., integration, security, custom development

 

Responsibilities:

§  Interacted with various business team members to gather and documented the requirements. Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse.

§  Deployed the project into Heroku using GIT version control system.

§  Responsible for owning and delivering complex cloud based solutions using technologies such Salesforce, Heroku

§  Managed daily administration and support of the Salesforce Sales, Service, Community & Marketing Clouds which included, managing multiple user setups, profiles and roles as well as customization of objects, fields, record types, page layouts and validation rules.

§  Familiar with Documentum Query Language (DQL), an extended SQL dialect to query Documentum data.

§  Coordinated UAT sessions and served as a point of contact for over 10 UAT’s.

§  Assisted Project Manager along with Clients in UAT to log any issues or help/guide in any testing efforts

§  Performed Gap Analysis of existing system to identify drawbacks, bottlenecks and improvements

§  Facilitated meetings for Requirements Gathering and prepared Use Cases, Process Flow Diagrams

§  Helped and trained new QA to prepare Test Plan, Test Strategy documents and Test Cases as per project schedule; level of testing detail was dependent on delivery timeline.

§  Followed agile development life cycle throughout the project.

§  Integrated Requirements Traceability Matrix in the Test Scenarios and Test Cases for tracking purposes

§  Creating/Modifying XML files to generate Test Scenarios for back end testing

§  Handled support work for group sales team.

§  Assisting Project manager to prepare Business Process Diagrams using the BPMN Standards

§  Performed Maintenance testing for clients that needed changes in Production Environment

§  Maintained user roles and coached fresh end users.

§  Handled system metrics to track trends.

§  Integrated Endeavor CPQ app to its system.

§  Worked under the scrum process (i.e. Jira) tool to develop the technical tasks of the project.

§  Involved in gathering the business requirements for the forecasting, completed units & bid contracts.

§  Created a detailed UML diagram/Use Cases to describe user interaction and workflow of the tool using Rational Rose, MS Visio, and MS Word

§  Design the conversion approach for Sales data migration from Siebel CRMOD to SFDC.

 

 

Mercedes Benz

Farmington Hills, MI

Salesforce/CRM Business Analyst

Oct 10 – Nov 12

Mercedes Benz selected Salesforce CRM and deployed for service and support to 200 users across several key branches, three call centers, and its financial services partners. Mainly it is being used for its dashboards, reporting, and intelligent routing capabilities. Mercedes customized Salesforce CRM to create different menus and case sub-types to meet specific process needs; a customized field is used to access the data feed. Mercedes assignment rules and case types, calls are dealt with appropriately; escalation rules generate email alerts for quick issue resolution and If for some reason, a customer fails the online account open process, a case automatically gets routed to a call center representative who then contacts that customer directly.

 

Responsibilities:

§  Involved in various activities of the project, like information gathering, analyzing the information, documenting the functional and nonfunctional requirements.

§  Used agile methodology with our regular sprint cycle.

§  Worked with the user group for requirement gathering throughout the planning and implementation.

§  Implemented of CTI Adapters from Cisco.

§  Used scripts for testing REST API’s.

§  Designed UML diagrams using Rational Rose and MS Visio, for better understanding of business processes.

§  Used Informatica on Demand to automate bulk data loading.

§  Worked on various SFDC standard and custom objects like Accounts, Contacts, Cases, Contracts, Entitlements, Opportunities, Price books, Products.

§  Created custom Dashboards for the manager’s home page and gave accessibility to dashboards for authorized people

§  Developed Custom Objects, Custom Reports, and dashboard on a regular basis for the sales performance and lead generation statistics.

§  Designed solution and configured Salesforce.com Case, Solution, PRM & Customer portal Modules.

§  Created various reports (summary reports, matrix reports, pie charts, dashboards) and setup report folders to authenticate users based on their profiles (permissions).

§  Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.

§  Provided the training for the internal business users to use the application and develop their custom reports.

§  Perform development, testing and implementation of the business process

§  Documenting and updating relate of SalesForce.com software and system administration focusing on Service cloud

§  Maintain multiple user roles, security, profiles, workflow rules, etc.

 

 

 

Ergon

Jackson, MS

Salesforce Business Analyst

Jan 09 – Sep 10

Ergon operates in six major business segments: asphalt and emulsions; information technology (embedded computing); oil and gas; real estate; refining and marketing; and transportation and terminaling. The scope of this project is to deliver the core components for the consolidated Web based platform. The overarching requirement for the consolidated Website solution is to provide flexibility driven by the business community, with the ability for the proposed solution to be maintained by the business users and not require significant IT intervention. This will include migrating all Ergon owned sites onto a single interface. Many of the legacy and distributed systems will also be integrated to meet the front-end requirement.

 

Responsibilities:

§  Demonstrated understanding of principles behind good software engineering according to an Agile development life cycle in a team environment

§  Evaluated business process requirements to ensure proper system configuration (i.e. identifying key decisions, process changes, pain points, interface issues, training considerations, etc.

§  Studied and assessed the client’s systems and business processes.

§  Performed requirement analysis, went through all the use cases and workflows.

§  Conducted analysis of the defects identified and provided the development group with details to recreate the problem

§  Used SQL commands to check database has been connected to other functionalities.

§  Conducted JAD sessions with management, SME, vendors, users and other stakeholders and gathered user and business requirements for the B2C and B2B web based application.

§  Categorized and prioritized requirements of Order Entry Workflows, Compliance Workflows and Settlement & Confirmation Workflows by using Microsoft Word, Excel and Visio.

§  Worked and ability to read through software manufacture API document and extracted the required information to map multiple applications to the data field level.

§  Involved in the meeting with Business process owners, SME (subject matter experts) and Marketing Team for Requirements gathering in definition stage.

§  Managed with vendor partners and formulated optimal solutions for integration.

§  Performed sanity and smoke testing on the application.

§  Involved in Configuration Testing.

§  Involved in writing Traceability Matrix.

§  Processed sales data, progress reports and additional sales records and reports

§  Created Test Scripts to obtain the test objective.

§  Participated in the team for User Acceptance Testing.

§  Conducted Configuration Testing, Regression and Functional testing for financial projects.

§  Executed test cases manually to verify the expected results.

§  Involved in Batch Testing.

§  Analyzed User Requirement Document, Business Requirement Document (BRD), Technical Requirement Specification and Functional Requirement Specification (FRS)

§  Documented the Process Flows for B2C and B2B in the High Level Requirements Document.

§  Actively participated in setting up of test environment for Configuration Testing of the application on different configuration, protocols and network connections.

§  Gathered requirements for all automation workflows as per business requirements and translated in to Salesforce business terms.

§  Introduced Agile and RUP methodologies to reflect liquid nature of front-office improving time-to-market

§  Used SDLC (System Development Life Cycle) methodologies like the RUP and the waterfall.

§  Followed the UML based methods using Microsoft Visio to create: Use Cases Diagrams, Activity Diagrams, State Chart Diagrams, Sequence Diagrams and Collaboration Diagrams.

§  Worked closely with Business users in improving their business processes using SFDC.

§  Performing data correction, data deduplication, and data administration.

§  Functioned as liaison between Engineering teams, Business areas, and End users.

§  Interacted with various business user groups for gathering the requirements for Salesforce CRM implementation.

§  Prepared the User’s Manual and Organized cross training of team members and users to become more responsive. Extensively worked on Excel, Word, SQL and MS Project.