Kinjalben Solanki

acgs06@r.postjobfree.com

323-***-****

SUMMARY

EXPERIENCED IT PROFESSIONAL HAVING 7 YEARS OF IT EXPERIENCE WHICH INCLUDES

4+ YEARS OF EXPERIENCE IN BUSINESS ANALYSIS, ADMINISTRATION, DESIGNING,

DEVELOPMENT, TESTING AND IMPLEMENTATION OF VARIOUS CRM (SALESFORCE.COM)

BASED APPLICATIONS. I HAVE GAINED ENORMOUS AMOUNT OF EXPERIENCE IN CREATING

BUSINESS REQUIREMENT DOCUMENT, USE CASES, DESIGN, DEVELOPMENT, SUPPORT AND

RELEASE MANAGEMENT.

. Experienced in working with clients to map out their existing Business

Processes and providing system-based solutions that increase efficiency

and reduce operating costs.

. Extensive knowledge of Salesforce.com implementation cycle in Salesforce

community cloud, Service, Sales and support modules.

. Created custom object, custom field, page layouts, search layouts to

organize fields, custom links, related lists, and other components on a

record detail and edit pages.

. Implemented pick lists, dependent pick lists, lookups, junction objects,

master detail relationship, validation and formula fields to the custom

objects.

. Skilled in customizing standard objects like Accounts, Contacts,

Opportunities, Products, Price books, Cases, Contracts, Leads, Campaigns

as per client's need.

. Solid understanding on Email to case, Web to case, Case Management,

Relevant Knowledge infusion (Knowledge Management), Order Management,

Partner Management and Communication based services.

. Possess comprehensive understanding of CRM business processes like Case

Management, Relevant Knowledge Infusion (Knowledge Management), Call

Center, Account Management, Order Management, Lead Management and

Forecasting.

. Expert in generating and analyzing custom reports and dashboard for

management and various business unit personnel to provide detail

information on key performance indicators.

. Developed process enhancements through automations including Workflow,

Approval Processes, Assignment Rules and Escalation Rules.

. Experience in data migration from ACT, Excel, MS outlook and Legacy

Systems using Data Loader, Import Wizard.

. Experience with various AppExchange such as Apttus CLM, Conga Composer,

InsideView, Docusign and Data loader for SF.

. Knowledge in Salesforce.com SFA, Force.com Apex Classes, Apex triggers,

Integration, Visual force, Force.com API, SOQL, and SOSL.

. Experienced in integrating the third party applications like Marketo,

Docusign, find nearby, etc.

. Managed User Profile, Role, UI and User preference security model in

integrated Salesforce.com environment.

. Hands on experience in implementing security and sharing rules at

object, field, and record level for different users at different levels

of organization. Also created various profiles and configured the

permissions based on the organizational hierarchy.

. Strong Requirements gathering experience using JIRA and preparing

functional documents like Use Cases, Stories, Business and User

Acceptance criteria and Software Requirements Specifications (SRS).

. Experienced in Scoping Phase, Gap Analysis, Testing, Training and

Implementation Phase with Salesforce.com Service cloud & Sales cloud.

. Provided user support to resolve issue on daily basis and to keep

operation flow smooth.

. Experienced in Develop, maintain and execute Salesforce test cases

(functional and regression) as per the test plan.

. Lead testing efforts, creating test plan, manage the acceptance testing,

support users with necessary information required for on time test

schedule.

. Keep track of Test case status, known Issues, new defects and track them

down to zero.

. Experience work with upstream & downstream application teams to execute

E2E test cases and manage automated scripts.

. Experience in Salesforce.com Testing and Administration spanning all

facets of package software and SaaS application implementation.

. Strong knowledge & experience working in teams implementing Agile

Methodologies.

. Excellent communication and inter-personal skills, accustomed to working

in both large and small team environments.

EDUCATION

. CAL STATE LA, LOS ANGELES, CA

MS Electrical and Computer Engineering - June 2010

. Saurashtra University, India

BE Bio Medical Engineering - July 2007

SKILLS

SalesForce.Com Sales Cloud, Service cloud, Community cloud, Customer/partner

portal, SOSL, SOQL, AJAX, Apex Data Loader, Reports,

Dashboard, security, automation

CRM Salesforce.com, SFA, SAP 5.0/4.0, Siebel, Pivotal, CiViCRM

Cloud Computing Force.com, APEX, Visualforce, Force.com Apps

Languages Apex, Visual force, C, C++

Tools HP Quality Center 9.2/10.0/11.0, Test Director 7.5, eRoom,

Bugzilla, Quick Test Professional (QTP), JIRA, MS Visio, Swim

lane

RDBMS ORACLE, SQL Server, MySQL

OS Win NT, Win XP/Vista/7/8, Mac

Hands on Experience

. EXTENSIVE WORK EXPERIENCE USING WATERFALL, AGILE AND SCRUM

METHODOLOGIES.

. Responsible in preparing the Requirements Traceability Matrix.

. Actively participated in cross-functional team meetings to track down

the risk.

. Extensive knowledge in automate the business processes using workflow

rule and approval processes

. Design and develop new enhancements as per the User feedback

. Created and managed the users for various instances

. Providing the support for day-to-day operation and ad hoc requests.

. Executed test scripts for Functional, Regression, Integration, End-to-

End and Smoke testing.

. Excellent written and communication skills with the ability to

communicate appropriately in Business and IT situations at all levels

. Trained end users to get accustomed new features.

. Experience working with on/off-shore teams.

. Expert in handling release with integrated and non-integrated

environments.

. Possess strong analytical and technical communication skills

. Precisely work on timelines and provided 100% deliverables for many

successful releases

PROFESSIONAL EXPERIENCE

Client: ESRI - Redlands, CA

09/2013- Present

Role: Salesforce Consultant

Project 1: Nimbus to Salesforce Migration

In order to migrate the pivotal client to CRM platform, Client uses the

Salesforce service cloud to support the customer services. Users can create

a new case, accept, update, create solution and close the case in ESRI

support app. With the CTI integration users can support the case over

phone, email, web and/or chat.

. Gather the requirement from the Nimbus client workflow and stakeholders

. Document the functional workflows using Visio as per the requirement

change

. Proactively participate on design review call and provide valuable

feedback

. Automated the web to case feature on SF

. Managed the Users with profile and role hierarchy

. Performing data migration from legacy system to SF using Data loader

. Helping the end users for their daily operations by resolving the various

configuration issues i.e. Access failure, creating custom report,

dashboard, security and visibility, Page layout etc.

. Assisting production support on helpdesk tickets

. Responsible to generate custom reports as per the ask for higher

management

. Administer for the sandbox refreshes on periodically manner

. Create test plan document with details such as requirement, test

scenarios and test scripts.

. Perform the UAT for integrated environments like Search engine KUBE

. Responsible to validate the ESRI reports as part of data migration from

Nimbus to Salesforce

Project 2: Customer Support Community

Rollout Salesforce community for customer support where end users can raise

their question, issues and new ideas for company's product.

. Introduced salesforce community to the team with features and possible

enhancements

. Developed various visualforce pages for ideas voting process

. Day to day support for end user on visibility, security and overall

functionality issues

. Developed Report and dashboard for leadership board

. New enhancement and issue tracking process through community

. Implement custom solution for technical account team(TAM) to track

customer status in CRM

Environment: Salesforce.com (SFDC), Service Cloud, Salesforce Community

cloud, Salesforce Mobile, Salesforce Chatter, Custom object, Custom Fields,

Profiles, Role, Reports, Dashboard, Visualforce page, apex trigger,

Workflows, MS Visio, SharePoint, HP Quality Center 11.0, Pivotal (Nimbus

Client)

Client: Cisco - San Jose, CA

05/2011- 08/2013

Role: Salesforce Consultant

Project: CSOne

CSOne project mainly provides the salesforce.com as a customer service

tool, which is integrated with various case assistance systems such as

TSRT, CKT (Case kwery Tool), and WB (workbench). Using the Case object or

My Workzone custom App in SFDC the users will be able to create, accept,

update and close the cases and interact with customer via Click-to-call and

Click-to-IM or Click-to-email functionality while resolving new or existing

cases. This application allows the smooth operation of Case Management and

Knowledge Management.

. Interacted with various Business team members to gather the requirements

and documented the requirements.

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

Scope Creep.

. Worked with cross-functional scrum teams (Development, Quality

Engineering and Product Management) and stakeholders in other functional

areas such as Program Management, Product Operations, Release

Engineering, Support and Service Delivery (Operations Service Center).

. Performed requirements analysis, impact analysis, development and

deployment processes.

. Developed Apex Classes, Apex triggers, VF pages, Workflow with custom

fields, reports etc.

. Created workflow rules and defined related tasks, time triggered tasks,

email alerts, filed updates to implement business logic.

. Monitor a web-to-case/Email-to-case functionality, which directs cases to

Salesforce CRM.

. Report Salesforce user login activities to measure overall user adoption

success.

. Created custom Dashboards for manager's home page and gave accessibility

to dashboards for authorized people.

. Manage User Access for Production and Sandbox orgs as per requests.

. Provided User support for any question or issues with their Access,

functionality.

. Created Custom Objects, Fields, Page Layouts, user Roles, Profiles and

sharing settings etc.

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

certain fields.

. Designed and deployed Custom tabs, Validation rules, and Auto-Response

Rules for automating business logic.

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

updates.

. In charge of conducting the testing efforts (BAT/UAT/FPR/Go-live) with

the Business users/End users, and gathering feedback and providing the

same to the Development team.

. Lead the functional testing efforts and sync with IT to resolve issues on

daily basis.

. Efficient Defect tracking, Defect triage and provide issue mitigation

plan.

. Experienced Test plan developer for ERMO/Non ERMO releases.

. Worked on Agile and Scrum Methodology for Salesforce custom app

implementation.

. Involved in the test case walkthroughs and assessment meetings on regular

basis

. Contributed in regular status meetings to highlight success, any risks,

concerns etc.

. Communicate validation status and progress fluently and effectively with

all level of business users, technical teams, and management across the

organization.

. Handled regular Monthly and Quarterly, multiple Salesforce.com project

(ERMO & Non ERMO), releases with short deadlines and challenges

. Familiar with CTI Integration of Salesforce.com application which is used

to provide agents with click-to-call and screen pop capabilities.

Environment: Salesforce.com, Salesforce Service Cloud, Agile Methodology,

HP Quality Center 9.2, Microsoft Office suite, Case Kwery tool, Cisco TSRT

Create, TSRT Query, CSE Workbench, SVO, C3 forms, JIRA, Case Management,

Chatter, Data Loader, Workflow Alerts, Approvals, Validation Rules, Sharing

rules, Reports, Standard & Custom Objects, Email Templates, Roles,

Profiles, Permission set, User Preference setup, HTML, Force.com IDE.

Client: ConocoPhillips - Bartlesville, OK

07/2010- 4/2011

Role: Salesforce Consultant

Project: Refueler Tracker

Refueler Tracker application enables the sales/service organization to

place a refueler truck lease request, get a quote, Service agreement

request and confirmation, approval for the final move and it also tracks

the refueler's current location and mileage using SFDC, SAP and 'Find near

By' AppExchange. Sales users will be able to request and manage the orders

using this application. Refueler data will also be replicated to Business

Objects allowing the generation of standard and custom territory based

reporting.

. Extensively worked on Salesforce.com Sales cloud.

. Experienced to design, develop and enhance custom application as per the

business needs.

. Created Custom objects and fields- Leads, Marketing, Campaign, Dashboard

and Account etc.

. Configured security and organizational hierarchy for sales for salesforce

implementation.

. Customized page layouts for Salesforce standard and custom objects.

. Configured Reports for custom objects and associated them to Dashboard.

. Involved in Design and development of Workflows rules, triggers,

validation rules and other customizations with Salesforce.

. Administered Salesforce CRM applications for Sales, Marketing and Support

Departments. Involved in creating multiple analytical reports, with

varying degree of complexity.

. Integrated the third party applications to support the sales process

. Created APEX triggers, classes, test methods and visual force pages to

implement custom functionality.

. Responsible for all the activities related to configuring Data Loader,

uploading data in CSV files into salesforce.com, checking for integrity

of the data.

. Used SOSL and SOQL queries during the data migration and custom

development.

. Worked on Customized agile methodology in a sales based module.

. Analyzed the business processes for the three divisions in the

organization that are using sales force.

. Organized business and end user meetings for discovery, business needs

gathering and gap analysis.

. Provided support for ongoing Production issues and managed User licenses

and purchase.

. Focused on Cycle time reduction during the process between the leads

through opportunities, processing, funding, underwriting and till post-

closing.

. Set up visibility securities like roles, profiles, field level

securities.

. Used Eclipse IDE for building scripts and deployment

. Responsible for Sandbox refresh on regular schedules

Environment: Salesforce.com, Salesforce Sales Cloud, Apex Classes, Visual

Force Pages, Apex Explorer, Apex Trigger, Data Loader, Workflow Alerts,

Approvals, Validation Rules, Sharing rules, Reports, Standard & Custom

Objects, Tabs, Email Templates, Roles, Profiles, HTML, Force.com IDE, MS

Office suite

Client: Avaya

10/2009 to

08/2010

Role: Salesforce Analyst

Responsibilities:

. 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, email alerts, and field

updates.

. Created page layouts, search layouts to organize fields, custom links,

related lists, and other components on a record detail and edit pages.

. Developed Apex Classes, Controller Classes and Apex Triggers for various

functional needs in the application.

. Used SOQL & SOSL for data manipulation needs of the application using

platform database objects.

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

certain fields.

. Used Force.com developer toolkit including Apex Classes, Apex Triggers

and Visual force pages to develop custom business logic.

. Created custom Dashboards for manager's home page and gave accessibility

to dashboards for authorized people.

. Experienced in Unit Testing, for the customizations and developments done

during the project.

. Extracted the data from Salesforce.com application into the external

databases (Oracle 10g) for generating large data reports using the

Informatica on Demand.

. Involved in the Data Transformation and Data Cleansing activities while

transferring the data to the external system using Informatics on Demand.

Environment: Salesforce.com platform, Data Loader, Apex Classes,

Controllers, Triggers, Visual force, SOQL, SOSL, Workflow & Approvals, Java

Ant, Custom Reports, Dashboards.

Tech India, Ahmedabad, IND

01/2007 -02/2008

System Analyst

Responsibilities:

. Translate business requirements into functional specifications and

creating Design documents.

. Extensively engaged in managing the project SharePoint and create a

structured and logical project document repository.

. Create Data Flow diagrams and process flow diagrams to facilitate better

system understanding.

. Conduct surveys and interviews to identify areas of improvement in the

SharePoint.

. Work closely with Project manager to keep track of timeline.

. Create a weekly project status report to track the project progress and

observe bottlenecks for review of top management.

. Tracked user responses to keep count and direct issues to support team.

. Liaison between Access Management Team and Level 3 Support-involved in

Case Management Initiative as part of the Project.

. Extensively use WebEx communicator and WebEx live Meeting to conduct and

participate in various project meetings.

Reference: Available on request.

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