Professional Summary

·          Business Analyst and  a Certified Saleforce.com Administrator with about 6+ years of professional experience, including;

·          Experienced in business analysis, conducting JAD sessions, gap analysis, requirement gathering, requirement documentation, story boarding, BRD preparation, coordinating business UAT, system integration testing, and QA testing for SFDC features in sandbox.

·          Adept at documenting BRD and PPD (Process and Procedure Document)

·          Created user training manuals, and conducted user training sessions.

·          In-depth working knowledge of SDLC methodologies like Waterfall, and Agile Scrum, RUP)

·          Conducted Impact, Cost-Benefit, Risk, Task, Workflow, SWOT, and Root-cause Analysis

·          Prototyping, Surveys, User Stories, Joint Application Requirement / Design (JAR / JAD) and Brainstorming

·          Installed Salesforce.com AppExchange Apps, configured and maintained user security permissions in compliance with organizational needs.

·          Knowledge of CRM business processes such as forecasting, campaign management, lead management, order management, account management, and case management.

·          Customized Salesforce with Custom objects, fields, and multiple out of the box functionalities.

·          Experience in lead management, case management, contract management in Salesforce.

·          Experienced maintaining and improving existing Salesforce implementations.

·          Experienced working and administering large Salesforce teams.

·          Developed process enhancements through automations including workflow, approval processes, and escalation rules.

·          Implemented new customer support solutions using Salesforce.com Service Cloud.

·          Knowledge in Salesforce.com SFA (Salesforce Automation), Force.com Apex Classes, Integration, Visual force, Force.com API, SOQL, and SOSL.

·          Excellent verbal and writing skill, fast learner, team-player, and highly organized professional

·          Motivated team player with strong rapport-building and excellent individual and group presentation skills

 

Technical Skills

 

Operating Systems:                                          Linux, Unix, Windows.

Languages:                                                        Java, APEX, SOQL.

RDBMS:                                                        Oracle, SQL Server, MS Access, MySQL.

SFDC Technologies:              Standard Objects, Workflow and Approvals, Apex Language, Apex Classes/Controllers, Apex Triggers, VisualForce Pages, Data Loader, Integration, migration,Reports, Dashboards,Force.com IDE, Eclipse, SOQL, SOSL, S-Control.

Requirements Gathering and Testing:              Zen (Appexchange Apps.),Jira, IBM –Rational Requisite Pro, HP-Quality Center QTP, Marketo (Appexchange App),BMI (Appexchange App), SDLC Methodologies, Agile, Waterfall, RUP.

Data Analysis Software:                                          SAS, Minitab, Excel, SPSS.

Tools and Technologies:              Marketo, Five9, Workbench,Informatica On Demand, Pervasive, Cast Iron, MS Visio, MS Project, Siebel 7.5.3, On Demand R16, Oracle9i, Windows XP, PeopleSoft.

Education:

 

Palo Alto University, Palo Alto, CA

Bachelors of Science in Business Management/Psychology

CertifiedSalesforce Administrator: LIC#1095266

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Experience

Salesforce.com, San Francisco-Ca              05/2013-Current              

Cloud Application Analyst              (Contractor)

 

Responsibilities:

·          Working as a Cloud Application Analyst

·          Conducting meeting with Stakeholders and development team for effective installation of TEAM package on Salesforce.com’s instance.

·          Performing data transfers between multiple environment using data loaders and Workbench

·          Conducting Scope Planning and Requirement Analysis with PO and VP of IT Dept. to prioritize backlogs of stories from previous sprints to deploy them for development and streamline the stories to avoid further Scope gather of multiple stories.

·          Performing Automation testing of development before moving it to a different sandbox for further sanity checking before go-live.

 

 

 

 

Rovi Corp, OK03/2013-05/2013 (Remote Contract)             

Salesforce BSA/Admin

 

Rovi Corporation is a global leader in digital entertainment technology solutions, powering the creation, distribution, discovery, and enjoyment of entertainment at home or on the go.

 

Responsibilities:

·          As a BSA performed duty of gathering requirement for multiple existing tickets and provided solution to their case management issue

·          Worked as a Marketo SME to drive campaigns and Lead nurturing/generation.

·          Conducted multiple conferences with IT Director and Stake Holder at Rovi’s headquarters in Santa Clara, Ca to gather requirement for Single Sign-On (SSO) implementation.

·          Implemented SSO between Rovi’s Customer Portal and Rovi Resource Site for their Customers and Managers.

·          Defined best practices for Territory Management.

·          Redefined the email routing channel for better case handling and effective support process. 

·          Re-configured existing Visual Force email templates with new information of Rovi Corp.

·          Performed Letterhead and Template changes including portfolio management, demand, resource reports, project schedules, and annual planning reports.

·          Tracking Ancillary Charge in Salesforce: Adding fields to Case Records and flagging whether ancillary charges are billable. 

·          Conducted requirement gathering for JIRA and SFDC integration.

 

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Netapp, Sunnyvale, CA              1/2013-05/2013

Salesforce.com Service Cloud QA Analyst/Business Analyst              (Contract)

 

Netapp, a pioneer in data Storage Company implemented combination of custom Salesforce Sales and Service Cloud for Opportunity, Service Renewals, and Case management.

 

Responsibilities:

·          Conducted requirement gathering with stake holders and documented requirement into user stories and divided it into multiple sprints.

·          Conducted requirement analysis with PM and Lead Developer onsite and offshore

·          Authored User Stories and Sprint Scope documents and updated RallyDev.

·          Performed duty of lead QA in ONRAMP ISSR TEAM.

·          Assisted Lead Business Analyst in documenting Business requirement and translated in technical terms

·          Documented test cases and authored test scripts

·          Performed Functional System testing in Salesforce Sandbox environment

·          Assisted the Development team in migrating data from one environment to another.

·          Performed regression testing at the end of each sprint

·          Conducted soft UAT demo to Business Stake Holders, and cross teams for final approval of the sprint release and sprint signoff.

·          Conducted daily scrum stand-ups with onsite and offshore team.

·          Conducted Integration Testing, after code merging between sandbox

·          Developed training manuals for users

·          Conducted User training session with BA and PM to end user.

·          Currently Providing Post Go-Live support to users around the globe.

·          Documented TFS and FSD

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CPP, Inc., Mountain View, CA              09/2012 – 1/2013

Salesforce.com Administrator/Marketo App SME/Business Analyst              (contract)

 

CPP Inc., a personality assessment test center company which offered test such as Myers Briggs, Strong, TKI, FIRO, CPI for organizations around the world to assess their employees personality type and traits. CPP, Inc. implemented Salesforce to perform their campaigns and sales.

 

Responsibilities:

·          Performed the roles of Salesforce.com Administrator and Business Analyst in the organization.

·          Maintained and improved existing SalesForce implementation.

·          Gathered Business Requirements, interacted with the stakeholders, developers, Project Manager and SME’s, during JAD sessions to formulate Business Processes.

·          Prepared User Requirements Stories in JIRA, Business Requirements Documents (BRD) and Functional Requirements Document (FRD) and acquired business sign-offs.

·          Determined and documented the As-Is and the To-Be (future) business process flows.

·          Worked in Cross Functional team environment and capability to handle multiple projects at the same time including Onsite/Offsite co-ordination and also with offshore teams.

·          As a Business Analyst was part of all sprint deliverables for an agile based implementation.

·          Served as a liaison between SME’s, Project Manager, IT leads and stakeholders to ensure accuracy in the SFDC implementation and other business requirement.

·          Worked closely with on-site developers to fine tune the pre-exiting Apex Classes and Triggers to link them to manage the Workflows implemented in the system.

·          Redefined the email response functionality for effective lead follow up by updating workflows in the Enterprise edition.

·          Developed VF email templates.

·          Performed performance and functional testing of the enhancements in sandbox environment before deploying them into production via change sets.

·          Redefined revenue stages in Marketo App for effective campaigning and lead nurturing process and resolved daily issues in Marketo Campaigning process ass raised by Sales and Marketing team.

·          Maintained user log processes in Marketo.

·          Worked closely with developers in redefining the existing partner portal login using their credentials from a VF page.

·          Enhanced the case management functionality in routing the tickets to specific queues.

·          Assisted the Integration team to perform daily integration from Lawson ERP to Salesforce.

·          Documented technical and functional enhancements that were performed on the instance.

·          Provided support to L1 and L2.

·          Supported SFDC team in Australia, US and Shenghai.

·          Worked with SWOT team to identify and prioritize the business application areas that needs to be automated.

·          Performed JAD sessions to explain the prototype created in the sandbox for changes before deploying them to production server from sandbox.

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Vertrue, Norwalk, CT              02/2011 – 07/2012

Salesforce.com Administrator/Business Analyst              (contract)

 

Vertrue an Internet marketing company markets membership programs offering discounts on financial services, health and dental care, travel, and other consumer products and services. Implemented Salesforce.com to make marketing campaigns and keep a track of their leads through the opportunity pipeline.

 

Responsibilities:

·          Performed the roles of Business Analyst, Salesforce.com Administrator and implementation project manager in the organization.

·          Implemented new customer support solution using Salesforce.com Service Cloud. Maintained and improved existing SalesForce implementation.

·          Served as a liaison between SME’s, Project Manager, IT and QA leads and stakeholders to ensure accuracy in the business implementation.

·          Conducted Business Analyst duties such as:Scoping, Gap Analysis, Req. Gathering, Desining use case and business process model, FRD, BRD, UAT, Training manuals.

·          Worked in SDLC methodology of Agile and Scrum.

·          Participated in weekly meetings with key stakeholders in preparing Gap analysis, Risk analysis, prioritizing pain points, and identifying project scope and project planning.

·          Documented use case scenarios using UML diagrams including Activity and sequence diagrams.

·          Authored Business Requirements Documents and Functional Requirement Documents for the Service cloud implementation modules.

·          Developed a web-to-lead functionality to vertrue.com site, which directs leads to Salesforce.com CRM.

·          Created Custom Objects and fields for transactional and contractual information.

·          Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.

·          Created workflow rules and defined related tasks.

·          Restructured the automated email  alerts, and developed Workflow rules for field updates.

·          Created page layouts, search layouts to organize fields, custom links, related lists, and other components on record pages.

·          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

·          Provided support to call center team using Five9 and Echopass in automating processes and issues.

·          Redefined case management structure for effective customer and user issue supports

·          Assisted in data migration process from Oracle CRM to Sales Force CRM for users spanning all over the world.

·          Created various Reports and Report Folders to assist managers to better utilize Salesforce.com as a sales tool and configured various Reports for different user profiles based on the needs of the organization.

·          Supported in Case management L1 and L2 support.

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New Leaders of New Schools, San Francisco, CA              06/2010 – 01/2011

Salesforce.com Administrator/Business Analyst              (contract)

 

New Leaders for New Schools is a national non-profit organization that recruits and trains outstanding urban school principals. To suffice the specific needs, New Leaders for New schools Implemented (NPSF) Non-Profit SalesForce.com Application to track participants from application through the program lifecycle.

 

Responsibilities:

·          Implemented Salesforce.com for admissions, principal data tracking, staff recruitment, and fundraising/charity events.

·          Interacted with administrative team to gather requirements through Interviews, Questionnaires and weekly meetings.

·          Conducted several requirement gathering sessions with Subject Matter Expert (SME) to understand remote infrastructure needs and processes.

·          Interacted with key business users during JADs to collect business requirements and business process information.

·          Created and deployed the Custom objects, Page layouts, Custom tabs and Components to suit to the needs of the client.

·          Developed Customer portal to upload admission material and implemented Web-to-lead functionality to enable lead capturing in real time.

·          Automated Lead Scoring and Lead conversion using workflow rules.

·          Assisted in creating assignment rules to automatically redirect leads to Salesforce.com and assign leads to different users and queues according to the requirements.

·          Automated workflow to keep applications moving quickly through the approval process and helps close fundraising opportunities

·          Assisted in data migration from ERP to SFDC using Scribe Tool.

·          Developed Force.com sites for recruitment and integrated with social media for fundraising as well as capturing leads.

·          Used Marketo App-Exchange App for social campaigning.

·          Provided L1 and L3 support.

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Central Computer Inc., Santa Clara, CA               02/2009 – 05/2010

Salesforce.com Administrator/Business Analyst              (contract)

 

Central Computers was a leading onsite and online seller of Hardware and Networking devices. Central Computers wanted to implement Salesforce.com a customizable technology platform to help run all aspects of its business from inventory management to order processing.

 

Responsibilities:

·          Performed the roles of Salesforce.com Administrator and Business Analyst in the organization.

·          Deployed Salesforce.com CRM for Marketing, Sales and Support functions.

·          Actively involved with all implementation phases: plan, analyze, design and build, validate and deploy phase. Applied and promoted changes from Salesforce.com sandbox environments to Production.

·          Performed Gap-Analysis to evaluate the need for replacing the company’s legacy systems with Salesforce.com.

·          Created functional specification and helped solution architect to create technical specification.

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

·          Served as liaison between SME’s and several cross-functional teams.

·          Created proper Business Analysis communication plan in order to generate awareness and have all systems and supports were in place in all implementation phases.

·          Arranged requirement workshops and process discovery session.

·          Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.

·          Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.

·          Used field level security along with page layout to manage the visibility and accessibility of fields for different profiles.

·          Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Dashboards and Reports.

·          Generated Quotes for customers using AppExchange apps.

·          Created workflow rules and triggers.

·          Worked closely with the development team in developing the VF for partner login to the portal to access the inventory and update their information on site.

·          Downloaded and installed Congo Merge and UPS from AppExchange.

·          Automated Business processes ranging from Sale Order, Shipping and Invoicing using app-exchange applications.

·          Designed and created picking tickets and invoice forms using VisualForce.

·          Developed email-to-case functionality to captures customer inquiries in the Service Cloud.

·          Customized reports and Dashboards according to client’s needs to provide fast access to key, real-time business metrics.

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American Career College, Los Angeles, CA              07/2008 – 12/2008

Salesforce.com Administrator/Business Analyst              (contract)

 

American Career College wanted to escalate its Student enrollment and increase admissions by improving visibility into the Inquiry-generation process. SFDC was utilized commencing from Campaigns through Lead generation and management to Student enrollment.

 

Responsibilities:

·          Performed the role of Salesforce.com System Analyst and Administrator.

·          Integrated Microsoft outlook with Salesforce.com to track communication with the leads.

·          Participated in business process analysis and Requirement Gathering Sessions& JAD Sessions.

·          Analyzed the Scope of the Requirements, and managed requirements to avoid Scope Creep.

·          In charge of conducting (manage and coordinated) the UAT with the Business users, and gathering feedback and providing the same to the Development team.

·          Reviewed the test cases provided by the QA team, and providing feedback.

·          Worked on various salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunity, Forecast, Cases, Reports and Dashboards.

·          Implemented Web-to-lead to track leads from the American Career College Website.

·          Created workflow rules to send auto response emails, email alerts, field updates, and other tasks.

·          Designed, and developed the Custom objects, validation rules, Page layouts, Custom tabs, Components. Assisted in developing VisualForce Pages to suit to the needs of the application.

·          Designed various HTML Email templates.

·          Integrated with PeopleSoft at the back end with Salesforce.com as User Interface as a bi-directional integration.

·          Modified Opportunity and Pipeline by customizing various stages to help prospect better and enabled forecasting.

·          Used the sandbox for testing and migrated the code to the deployment instance after testing.

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New York Life, New York City, NY              06/2007 – 05/2008

Salesforce.com Administrator/Business Analyst              (contract)

 

The New York Life Insurance Company one of the largest mutual life-insurance company in the United States, implemented Salesforce.com CRM Unlimited Edition for configuring opportunities, sales processes and territories for the Consumer and HealthCare solutions divisions.

 

Responsibilities:

·          Performed the roles of Salesforce.com Business Analyst and Administrator consultant in the organization.

·          Created Use Case Diagrams, Activity Diagrams, Sequence Diagrams and ER Diagrams employing Unified Modeling Language (UML) using Rational Rose.

·          Used Requisite Pro to create system and Business requirement documents and Functional requirements (FRD), communicating with the business team on a non-technical level, and with the System Analyst on a more technical level.

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

·          Prepared the Business Requirements Document for the Implementation of the Service module of Salesforce.com using AGILE methodology.

·          Performed AS-IS and TO-BE Gap Analysis, defined Scope and Estimation documentation.

·          Prepared Business Specification and Functional Specifications and Requirement Traceability Matrices(RTM).

·          Worked with the Business and QA teams to develop test cases for the module implemented.

·          Implemented Web-to-case functionality to automate creation of records.

·          Addressed processing of incoming service e-mail requests from customers to automatically create new case records.

·          Defined Assignment rules to enable proper routing of cases to the case team members.

·          Defined Escalation rules to route the case in case of SLA violation.

·          Defined survey response management for the service team representatives to gauge their performance.

·          This project required custom integration to legacy Scopus systems. Merged data on more than 6000 customers seamlessly.

·          Created various Reports (summary reports, matrix reports, pie charts, and graphics) and Report Folders to assist Service managers to better utilize Sales force and configured various Reports and for different user profiles based on the need in the organization.

·          Created Customized dashboards for the service representatives and case team members to keep track of the cases assigned to them and to share insight across the company.

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Waypoint Real Estate Group, Oakland, CA              08/2006 – 05/2007

Salesforce.com Administrator/Business Analyst              (Internship/Training)

 

Waypoint Real Estate Group was a recognized leader in helping people looking for home in designated area in United States. They implemented Salesforce.com for their Marketing, Sales and Customer Service business process.

 

Responsibilities:

·          Created various Custom 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 for different user profiles based on the needs of the organization.

·          Interacted with various business team members to gather the requirements and documented the requirements.

·          Used field level security along with page layouts to manage access to certain fields.

·          Worked on Customer Portal to provide an online support channel for the customers—allowing them to resolve their inquiries without contacting a customer service representative.

·          Created workflow rules and defined related tasks, email alerts, and field updates.

·          Implemented escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution.

·          Created various Custom 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 for different user profiles based on the needs of the organization.

·          Created custom Dashboards for manager’s home page and provided accessibility to these dashboards and different other dashboards for authorized people in organization.