Hayk

Lead Salesforce Business Analyst

Phone: 202-***-****

Email: acgrxe@r.postjobfree.com

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Professional Certified Saleforce.com Administrator (Lic: 1840665) with 10+ years of industry experience w

Summary includes 7+ years of professional experience as Business Analyst

? In-depth working knowledge of SDLC methodologies like Waterfall, and Agile Scrum, RUP.

? Gathering and documenting Business and Functional Requirements (BRD, FRD),

requirements, Use Cases, System Requirement Specs (SRS). Prototyping, Surveys, User Stories,

Application Requirement / Design (JAR / JAD) and Brainstorming.

? Delivering process enhancements through automations including workflow, approval processes

escalation rules.

? Acting as a liaison between the development team and the management team to resolve

conflicts for requirements. Working with vendors, business users & management.

? Managing User Acceptance Testing, created user training manuals, and conduced user tra

sessions.

? Extensive experience in Saleforce.com setup, Configuration, Customization, Administration, Da

Migration and Integration tools like Apex Data Loader etc.

? Extensive experience in maintaining and improving existing Salesforce implementa

maintained user security permissions in compliance with organizational needs.

? Extensive experience in creating Roles, Profiles, Permission Sets, Sharing rules, Custom ob

Custom components, Page Layouts, Record Type, Assignment rule, Workflow Rules, Re

Dashboards and Approval process, Setting up Service Cloud Console, Cases (Web to case, email to

Solutions, Case Assignment, CTI Integration.

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Technical Skills ? Project Methodologies: Waterfall, Agile fast learner, and highly organized professional.

Excellent verbal and writing skill,

? Business Modeling Tools: MS Visio, TIBCO Business Studio

? SFDC Technologies: Sales and Service Clouds, User Management, Standard /Custom Objects, Validation

Rules, Workflows & Approvals, Apex Classes/Controllers, Triggers, Visualforce Pages, Data Loader,

Reports, Dashboards, Force.com IDE, and Eclipse.

? Operating Systems: Windows, Linux

? Integrated applications/systems: Informatica Cloud, Marketo, Eloqua

? Desktop Software: MS Word, Excel, Access, PowerPoint, Project, QuickBooks Enterprise, JIRA

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Experience CovidienProgramming Languages: Visual Basic, Visual C++, SQL, HTML, APEX, SOQL, SOSLHaven, CT, US

New

Aug 14-Present Title: Senior Saleforce.com Business Analyst/Admin

The company is in the business of advanced medical equipment, with sophisticated global sales structure automat

with SFDC, with more than 6,000 user globally and 1,000 nationwide. The objective of the project is to perform d

conversation for the Accounts and related objects, bring some objects to an upper level to be related to the Accoun

directly and make all necessary changes in Informatica Cloud jobs to accommodate these changes for the future d

exchange. To accomplish this:

? Conducting Impact Analysis, reviewing all the objects and their relationships to the accounts, contacts an

be-converted child objects to evaluate the scale of the impact.

? Leading the data analysis to identify all the data conforming and not conforming to initial introduction fr

the customer, to identify relevant approaches.

? Conducting KT sessions with the offshore team on daily bases, as well as consultations with the SME.

? Worked on Record Types, Relationships, Validation Rules, Workflows and Approval Process.

? Worked on Salesforce Security features - Roles, Profiles, Permission Sets, OWDs, and Sharing Settings.

? Participating in daily scrum stand-ups with onsite and offshore teams.

? Writing detailed use cases and test scenarios for every sprint including Business Rules and Supplementar

Specifications comprising both functional and nonfunctional requirements.

? Creating new objects and fields in SFDC Developer Sandbox to accommodate test data, export/import of

using Data Loader.

ICT COMPANY Malden, MA, US

Jan 14-Aug 14

Title: Lead Saleforce.com Business Analyst

Company is in the business of IT Asset Disposition and has complex processes of receiving end-of the life electro

equipment, evaluating and processing for recycling or remarketing. The objective of the project was to optimized

processes for receiving, sorting and posting new products, designed and implemented new inventory management

SFDC app, to cut product locating time by 70%. To accomplish this:

? Analyzed delays related to locating products for shipping.

? Documented business and operation requirements, mapped business processes, created job descriptions t

streamline operations, Process flow charts, and decision making and reporting.

? Conducted daily scrum stand-ups with onsite and offshore team

? Created and Managed Requirement Traceability Matrix (RTM) and Technical Design Documents.

? Wrote detailed use cases including Business Rules, Supplementary Specification comprising both functio

and nonfunctional requirement complementing with artifacts.

? Setup first SFDC implementation in the Company with 100+ users. Created Profiles, Role Hierarchy,

Permission Sets, Sharing Rules, Record Types and Page Layouts, Workflows and Approval Processes to

reflect current business processes.

? Created/managed new app, custom objects with custom fields and validation rules, for tracking of stock

quantities of items in different locations and various conditions. Created and manage assignment rules fo

web leads, ensuring assignment to the correct person for follow up and action on.

? Developed training manuals for users, conducted User training session with BA and PM to end user.

Valley National Bank Wayne, NJ, USA

Sept 11 - Dec 13

Title: Senior Saleforce.com Business Analyst /Administrator

The objective of the project was to optimize processes for receiving and processing new customer requests, introd

monitoring system to track operations efficiency. To accomplish this:

? Gathered Business and Functional Requirements (BRD, FRD), during JAD sessions interacted with the

stakeholders, developers, Project Manager and SME?s to formulate Business Processes.

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

? Worked in Cross Functional team environment, served as a liaison between SME?s, Project Manager, and

stakeholders to ensure accuracy in the SFDC implementation and other business requirement.

? Implemented Case-Entitlement-SLA functionality to provide relevant services to bank customers as well

forward inquiries to specialized customer service operators and implemented Web-to-lead functionality t

enable lead capturing in real time.

? Maintained and improved existing Salesforce implementation. Created record types and page layouts, ad

and edited validation rules, edited and improved page layouts.

? Modified access and sharing rules, added custom objects and workflows, and approval processes,

? Created new report types, new reports and dashboards to monitor and issue regular key productivity indi

reports and charts.

? Developed attitude and capability to handle multiple projects at the same time including Onsite/Offsite c

ordination and also with offshore teams.

Opici Family Distributing New York, NY, US

Oct 10 - Aug 11

Title: Senior Saleforce.com Business Analyst

The objective of the project was to reduce operational expenses through restructuring of payroll, bookkeeping and

accounting processes and better integration with business activities.

? Provided analysis, understanding and business perspectives on financial and operational issues.

? Gathered Business Requirements, analyzed data/workflows. Progressed from Problem Statement to well

documented Designs. Reviewed and analyzed the Use cases, Created business process workflow diagram

? As the Salesforce.com Administrator and Business Analyst in the organization:

? Maintained and improved existing SalesForce implementation to streamline with new sales and

bookkeeping processes.

? Gathered business requirements, designed, and implemented business process for Salesforce.com,

especially in marketing, campaigns, opportunities, and lead generation.

? Worked with Custom Warehouse and Sales apps in Salesforce, QuickBooks and other intermediary

applications that provide sales, payment and shipping information into QuickBooks.

? Performing data transfers between multiple environments using data loader.

Barneys New York New York, NY, USA

May 08- Sept 10

Title: Business Analyst

? Documenting business and operation requirements, mapped business processes,

? Implemented Salesforce.com for applications, principal data tracking and staff recruitment.

? Interacted with administrative team to gather requirements through Interviews, Questionnaires and week

meetings.

? Conducted several requirement gathering sessions with Subject Matter Expert (SME) to understand remo

infrastructure needs and processes.

? Interacted with key business users during JADs to collect business requirements and business process

information.

? Created and deployed SFDC Custom objects, Page layouts, Custom tabs and Components to suit to the n

of the client.

? Automated Lead Scoring and Lead conversion using workflow rules.

? Assisted in creating assignment rules to automatically redirect leads to Salesforce.com and assign leads t

different users and queues according to the requirements.

? Automated workflow to keep applications moving quickly through the approval process and helps close

opportunities.

Apr 07 - Dec 08 IMEX GROUP LLC Yerevan, ARMENIA

Title: Senior Business Analyst

The company operates a network of home improvement materials retail stores, a network of high-market outfit s

and a food import, packing and distribution business, employing more than 3,500 employees.

? Researched, proposed and implemented improvements in motivation program for more than 400 sales person

which increased bundled sales by 86% in next two months, and by 160% in that quarter, with zero additional

expense.

? Formed and delivered monthly, quarterly and annual reports and analysis of key performance indicators of all

departments

? Worked as an Interface between the users and the different teams involved in the application developmen

the better understanding of the business and IT processes.

? Participated in different levels of discussions through JAD sessions, conference calls and business works

to present the new business process and its implementation.

? Conducted GAP analysis

? Creating and reviewing business requirements, functional specifications, project schedules, documentatio

and test plans.

? Designed and developed Use Cases, Activity Diagrams, and Sequence Diagrams using UML through RU

methodology

? Worked with the software architects / developers to ensure that the applications conform to customer

requirements

? Conducted project related presentations and provided reports to the higher management.

? Interacted with the QA team to investigate and resolve production issues.

May 06 - Mar 07 IMEX GROUP LLC Yerevan, ARMENI

Title: Business Analyst

? Monitored Purchase, Delivery, and Service Departments, Retail Shops, Warehouse operations, revealed

shortcomings and proposed optimizations to cut delays, frauds, and product losses.

? Analyzed delivery schemes and proposed optimizations to cut delivery times. Resulted in increasing number

deliveries by 30% with same fleet and cutting delivery cars? waiting times by 20%.

? Formed and delivered monthly, quarterly and annual reports and analysis of key performance indicators of all

departments

? Conducted JAD (Joint Application Development) sessions to gather, analyze and prioritize business

requirements.

? Identified and validated high potential business opportunities for stakeholders and developed customized

business strategies that are aligned with corporate strategic objectives.

? Develop UML diagrams like Use Cases and Use case Narrative, Activity Diagram, Sequence Diagram, c

diagram and coloration diagram using MS Visio.

? Reviewed and analyzed the Use cases and came up with System design

? Developed mock ups and wireframes to represent the User Interface for the business sponsors and

development team.

? Prepared the User Manuals of UI of the application for users to understand all the features and functional

of the application.

? Assisted in the QA testing by providing the detailed functional aspects of the system.

? Assisted the business users to ensure that the system is develop and deployed as per the business

requirements.

? Assisted in developing the project reports and coordinated work plan between project manager and busin

area.

Aug 03 - Apr 10 ROOT ITSP LLC Yerevan, ARMENI

Title: Co-Founder, Chief Finance and Marketing Officer

? Built client base to over 10,000 households accessing high speed internet in 18 months. S

business to competitor at the top of our valuation, prior to the collapse of protected pricin

? Transformed business to become exclusive distributor of high-end corporate data network and telecom solutio

from world leading brands in the market, systems integrator, and training certification provider.

? Developed marketing, branding, pricing strategies. Planned, managed, and supervised sales, sales personnel,

advertising, presentations, expo fairs, business meetings, business trips. Resulted in winning 60% share of tar

high market (banks, telecom, and utility companies).

? Planned, managed, and supervised finances, accounting, and taxes. Maintained relations with government

agencies, tax authorities.

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