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Phone: PHONE NUMBER AVAILABLEEmail Id: EMAIL AVAILABLECertified Salesforce Business Analyst /AdministratorCareer overview:Certified Salesforce Business Analyst with over 11 years of IT experience, including more than 8 years as a Business Analyst and Project Coordinator, and a strong foundation as a System Engineer at the start of his career. Specializes in analyzing and gathering requirements for various business applications, and has a proven track record of driving efficiency and reducing operational costs through Salesforce solutions.Key Strengths:Extensive experience with Salesforce CRM, Sales Cloud, and Service Cloud, demonstrating expertise in leading and participating in Scrum ceremonies such as Backlog Grooming, Sprint Planning, Review, Retrospectives, and Daily Scrums, ensuring smooth and effective agile project management.Proven ability to collaborate closely with business leadership, key stakeholders, developers, and clients to identify, implement, and distribute Salesforce processes and system solutions.Aimed at enhancing operational workflows and achieving strategic business goals in a global Salesforce environment.Expertise in creating comprehensive User Stories and Backlog items to fulfill business requirements within a Scrum Agile environment.Utilizing JIRA for project management, prioritizing sprint backlogs, tracking and resolving bugs, and ensuring timely delivery of project milestones.Proficient in various Software Development Life Cycle (SDLC) methodologies, including Waterfall and Agile.Proficient in business writing skills, essential for producing critical documents such as Scope & Vision Documents, Business Requirements Documents (BRD), Requirements Traceability Matrix (RTM), and RACI charts.Experienced in implementing and managing Case Management within Service Cloud Console, adept at working with Salesforce.com Standard Objects including Accounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Reports, and Dashboards to streamline business processes.Skilled in Managing Salesforce configurations like Workflow Rules, Page Layouts, Approval Processes, and Tasks to automate processes and improve efficiency.Utilizes Email Alerts and Field Updates to enhance communication and data accuracy within the Salesforce environment.Optimizes data operations using Data Loader and Data Import Wizard expertise, guaranteeing data integrity and facilitating smooth system migrations.Competent in applying Agile delivery concepts for project fulfillment, actively participating in test planning, test case documentation, and leading User Acceptance Testing (UAT) to ensure system reliability and user satisfaction.Proficient with Microsoft Word, Excel, PowerPoint, and Draw.io. Adept at creating visual representations such as Use Case Diagrams, Activity Diagrams, Business Process Models, Workflow Diagrams, Data Flow Diagrams, and Sequence Diagrams to facilitate better understanding and communication among stakeholders.Expertise in data analysis using Excel and SQL to monitor and generate sales reports, providing actionable insights to drive business decisions. Demonstrates strong work ethics, ownership of duties, efficient time management, and excels in group and individual problem-solving and decision-making scenarios.Early career experience as a System Engineer, providing a solid technical foundation and understanding of IT infrastructure, which has been instrumental in managing complex projects and ensuring the alignment of business needs with technological solutions.Education & Certifications:Master of Technology from Jawaharlal Nehru Technological University, Kakinada, IndiaBachelor of Technology from Bharath University, Chennai, IndiaSalesforce Certified Business AnalystSalesforce Certified Administrator (ADM 201)Salesforce Certified Advanced Administrator (ADM 301)Salesforce Certified App BuilderTrailhead Ranger (double star)Technical Skills:SFDC Technologies: Salesforce CRM, Workflow, Process Builder, Approval Process, Roles, Profiles, Permission sets, Sharing Settings, Page Layouts, Record Types, Reports, and Dashboards.Force.com Tools: Data Loader, Data Import WizardProgramming/Scripting: Apex, SQLTools: Jira, Tableau, Visio, Excel, MS Project, Lucid chart, TableauConcepts: SDLC, Agile (Scrum, Kanban), Waterfall, PrototypingCompetencies: Business Analysis, Data Analysis, Project ManagementProfessional Experience:Client: World Kinect Corporation, Miami, FL (Remote) June 2021 PresentRole: Salesforce Business AnalystProject Description: World Kinect Corporation has acquired Watson Company a few years ago and they have the homegrown Depot systems to maintain their customers. We built everything in Salesforce Sales Cloud and Service Cloud applications. Under Sales It includes Leads management, Account Management, Opportunity Management, Forecasting and Pipeline management. We also implemented Service Cloud by creating Various record types based on business Processes and case routing and SLA's. Implemented Web to Case and automated Case assignment. It improved the efficiency of Sales and Support teams by automating Sales and Service Processes.Key Roles & Responsibilities:Acted as a critical link between business clients and the technology team, which included developers, architects, and QA testers, ensuring clear communication and alignment of project goals.Translated complex business requirements into detailed functional specifications, developing High-Level Design Documents and conducting comprehensive GAP analyses to compare current and target systems, ensuring all stakeholder needs were met.Developed intricate Data Mapping and process flows to facilitate seamless data migration projects, ensuring data integrity and accuracy during transitions.Spearheaded the implementation of Sales Cloud, focusing on key functionalities such as lead conversion, managing opportunities, accounts, contacts, and optimizing pipeline management processes to enhance sales operations.Managed the deployment of Service Cloud, automating case management processes, configuring various case record types, establishing SLAs, and setting up Email to Case, Case Path, and Case routing to improve service efficiency and customer support.Successfully implemented Computer Telephony Integration (CTI) and Bombora integrations, enhancing communication capabilities and leveraging advanced data analytics for better business insights.Executed Configure, Price, Quote (CPQ) implementation using product bundles, product rules, and pricing rules, streamlining the sales process from quote to cash, and improving pricing accuracy and consistency.Designed and set up a variety of reports and dashboards tailored for Sales and Service team managers, enabling real-time tracking of relevant metrics and data-driven decision-making.Led the migration of the Watson depot system project to Sales and Service Clouds, ensuring minimal disruption and improved system performance post-migration.Applied Agile and Scrum methodologies for the implementation of requirements, actively participating in and leading Scrum ceremonies such as backlog grooming, sprint planning, daily stand-ups, and retrospectives.Participated in requirement gathering sessions, meticulously created User Stories, reviewed test cases provided by the QA team, and conducted thorough testing in QA and UAT environments to validate system functionality.Working with UX team to create Prototypes.Handling multiple projects simultaneously to support different business units.Conducted comprehensive training sessions for business users, created detailed user guides, and facilitated knowledge transfer to ensure smooth user adoption of new systems and processes.Facilitated backlog grooming sessions, estimating user story points accurately, and worked closely with the development team to address and resolve any gaps in business requirements.Hosted sprint demo sessions to showcase completed work to stakeholders and conducted retrospectives to reflect on the sprint process, identifying areas for improvement and implementing necessary changes for future sprints.Environment: Salesforce.com platform, Service Cloud, Sales Cloud, Custom Objects, Custom Tabs, Page Layouts, CTI, CPQ, Bombora Integrations, Reports, Dashboards, Sandbox, Production, Agile/Scrum methodologies, JIRA, Confluence.Client: Salesforce, San Francisco, CA October 2018 December 2020Role: Salesforce Business AnalystProject Description: Sales cloud Q3 is an Org which has different teams in it including Core Sales and CPQ. Created Complex orgs for the testing of Product every release by incorporating configurations and good amount of data. This helps to minimize the production Bugs. Created Various reports and Dashboards to help the management to get insights over every release quality.Key Roles & Responsibilities:Collected and analyzed detailed requirements to create complex organizational structures for different teams under Sales Cloud.Utilized advanced Salesforce features such as workflows, process builders, custom fields, triggers, and page layouts to meet specific business needs.Leveraged Data Loader to import large data sets into complex orgs, ensuring the accurate handling of intricate object relationships and maintaining data integrity across the system.Developed and configured complex Salesforce orgs for teams including Pardot, Pipeline Experience, and CPQ-Billing. Ensured these configurations met the specific needs of each team and facilitated seamless integration and operation.Configured SteelBrick CPQ for subscription management, billing, invoicing, and automated revenue recognition. This included detailed CPQ-related setup for product configurations, approval processes, and process builders, involving products, catalog hierarchies, bundles, and price lists.Worked with Commerce cloud team to support testing on various features.Automated lead assignment and approval processes to streamline operations and enhance efficiency.Created comprehensive reports, dashboards, custom report types, and reporting snapshots to provide actionable insights and support decision-making.Developed and tracked trend metrics to monitor bugs and customer cases throughout different phases of releases. This allowed for proactive issue resolution and improved customer satisfaction.Managed configurations for Field Service Lightning, including the use of Gantt charts and dispatcher consoles to optimize service appointment scheduling and dispatching.Supported the Work.com project, which aimed to facilitate a safe return to work during the pandemic, and Salesforce Care project testing, ensuring robust functionality and user support during critical times.Conducted mobile testing for Field Service Lightning, ensuring seamless functionality on mobile devices.Supported testing for Ofek features, specifically focusing on Einstein SKU features such as Opportunity Scoring, to enhance predictive analytics capabilities.Worked within an Agile framework, participating in Scrum ceremonies including sprint planning, daily stand-ups, retrospectives, and sprint demos.Collaborated closely with product owners, developers, and QA teams to ensure alignment on project goals and timely delivery of features.Environment: Salesforce.com platform, Sales Cloud, Service Cloud, SteelBrick CPQ, Pardot, Field Service Lightning, Work.com, Custom Objects, Custom Tabs, Page Layouts, Data Loader, Agile/Scrum methodologies, JIRA.Client: Pacific Gas & Electric, San Francisco, CA May 2016 June 2018Role: Salesforce Administrator/Business AnalystProject Description: Energy insight is a custom app, where sales and service operations are performed. Sales representatives rebate calculation, sales performance, Pipeline management and Service everything is tracked and addressed as part of energy insight.It provides 360-degree view of the customer.Key Roles & Responsibilities:Gathered detailed requirements to translate business needs for hosting Energy Efficiency products and rebate processing into the Salesforce App, Energy Insight. Ensured alignment with organizational objectives and user expectations.Designed integration requirements based on current builds, connecting Salesforce with internal systems like Customer Care & Billing (CC&B), MDSS (legacy rebate processing system), and CDW. Ensured seamless data flow and operational efficiency across systems.Automated case management processes by implementing assignment rules, auto-response rules, and escalation rules. Created queues and case teams to streamline case handling and improve response times.Managed Web to Case and Email to Case channels, ensuring efficient case capture and management from multiple sources. Utilized Data Loader for bulk data operations, ensuring data accuracy and consistency.Developed and configured custom reports and dynamic dashboards tailored to various user profiles. Provided actionable insights and visibility into key metrics for different organizational roles.Managed users, profiles, roles, permission sets, and mass emails. Created various profiles, permission sets, public groups, and configured sharing settings to ensure appropriate access controls and data security.Created and organized page layouts, search layouts, and fields. Customized record detail and edit pages by adding custom links, related lists, and other components to enhance user experience and functionality.Worked on Salesforce.com applications to set up activities and customized apps to meet functional needs.Developed and managed technical and business process documents to support ongoing maintenance and user training.Utilized JIRA for project management, tracking progress, managing tasks, and ensuring timely delivery of project milestones.Conducted user training sessions and created comprehensive user guides to facilitate smooth adoption and utilization of Salesforce features by business users.Environment: Salesforce.com platform, Service Cloud, Custom Objects, Custom Tabs, Page Layouts, Sandbox, Production, Reports, Workflow & Approvals, HTML, Security Controls, JIRA, Steam environments (Internal), Scratch Orgs.Client: Western Union, Hyderabad, India January 2012 July 2015Role: Systems Engineer/.NET DeveloperProject Description: As a Systems Engineer/.NET Developer at Western Union, I was responsible for designing and developing robust applications using MVC architecture and various .NET technologies. The key focus was on creating high-performance, scalable, and user-friendly interfaces for web and mobile applications.Key Roles & Responsibilities:Designed and developed robust applications using MVC architecture, ASP.NET, C#, jQuery, HTML5, JavaScript, and CSS3. Ensured high performance, scalability, and user-friendly interfaces.Designed and developed WCF Services using C#.NET, hosted on IIS. Conducted thorough unit testing with MS Unit Framework to ensure service reliability and performance.Created complex stored procedures, functions, indexes, tables, views, and other T-SQL code following SQL standards. Designed a data access layer using Entity Framework for efficient CRUD operations.Deployed web applications into IIS 6.0/7.0 on development servers. Authored deployment documents including detailed deployment and rollback instructions to ensure smooth implementation and transition.Implemented Razor and HTML5 to design interactive controls. Created and modified ASP.NET Web forms for various payment types based on client requirements, enhancing the user experience.Developed mobile site applications using ASP.NET MVC, ensuring responsive design and optimal performance across different devices.Utilized OOP principles for building n-tier architecture systems. Gained hands-on expertise in developing front-end UI layers, application layers including middleware, and core business layers.Worked extensively with MS-SSIS for data integration and MS-SSRS for generating data reports, providing comprehensive data insights and analytics.Conducted rigorous unit testing using frameworks like NUnit and MS Unit Tests to validate code functionality and quality.Developed models and controllers with C#, ensuring seamless integration and business logic implementation.Used Microsoft Visual Source Safe for version control and source code maintenance, ensuring code integrity and collaboration within the development team.Environment: ASP.NET, C#.NET, Visual Studio 2010, ADO.NET, SQL Server 2012, jQuery, HTML5, CSS3, WCF, MS-SSIS, MS-SSRS, Razor, IIS 6.0/7.0, Microsoft Visual Source Safe. |
