Salesforce Administrator

SUMMARY

Bridge process knowledge gaps between cross-functional groups, driving optimal business outcomes as a valued translator between technical and non-technical functions in the Salesforce.

Salesforce Customization, Security Access Analytics, Sales Cloud and Service Cloud in Salesforce.com. Advanced fields including Dependent Picklists, Custom Formula Fields, Many to Many Relationships, Lookups, Master-Details, Field Dependencies, Validation Rules, Work Flows, Approval Processes, Process Builder and Visual Flow for automated alerts, field updates & Email generation, DocuSign CLM,

E-signature and CLM solutions, DocuSign Workflows.

Tech Proficiency

Skills/Clouds:

Lightning, jQuery, HTML, CSS, SQL, Excel, Sales Cloud, Service Cloud, Community Cloud.

Salesforce Skills:

Custom Application Development using Apex Classes/Controllers, Apex Triggers, Visualforce page, Veeva CRM, Veeva Vault, Business Analysis, Salesforce.com customizations like Workflow Rules, Approval Process, OWD, Security and Sharing, Role Hierarchy, Validation Rules, Formulae, Custom objects, Page Layouts, Email Templates, Record Types, AppExchange, Process Builder, Lightning User Interface, Managed Package Installation, Documentation, Business Process, App Deployment, Change Set.

Salesforce Integrations/Tools:

Apex Data Loader, Workbench, Data import Wizard, Calendly, Marketo, Eclipse IDE, Microsoft Office Suite, Git, Jenkins and Conga

Software Tools:

Sublime Editor, NetBeans, RAD, JIRA, GitHub, SVN, ANT, SQL Developer, and MS SQL Server, HTML / CSS, NodeJS, ExpressJS, MongoDB, Handlebars, Express Testing, Debugging, Python, Django, PostgreSQL, Final Cut Pro, C++, MS office, AJAX, Git / GitHub, Bootstrap

Core Areas:

Automation

Business and System Analysis

Change Management

Clean Architecture

Cross-functional Leadership

End User Training

Full Stack Development

Lean and Agile Methodologies

Process Optimization

Product Development

Project Management

Quality Assurance

Risk Management

SDLC Methodologies

Software Testing

System Administration

System Enhancement

Troubleshooting

UI & UX Design

Vendor & Supplier Relationships

PROFESSIONAL EXPERIENCE

Bloomberg L.P. – Arlington, VA Apr 2021 – Present

Salesforce Administrator

They were busy implementing a brand-new instance of Salesforce – which became a full Salesforce shop after consolidating existing tools. As a Salesforce CPQ and Billing Consultant, I’ve had leverage my technical and business skills to scope, design, and deliver professional service solutions to Salesforce customers. In this dynamic role, I was responsible for the successful delivery of Salesforce CPQ and Billing from beginning to end. I utilized my Salesforce expertise, applied commercial experience, problem-solving abilities, and creative flair to supported, advised, designed, build, delivered, and maintained our Salesforce ecosystem end to end. I was involved in developing business requirements, specifications, process flows, application design, and configuration alongside testing and deployment. Responsible for the daily operation of the Salesforce environment including Sales Cloud, CPQ and DocuSign CLM.

Responsibilities:

Managed enhancement and issues logs and execute necessary development to address requests

Administer users in salesforce.com with focus on set up, profiles, roles, and teams acting as initial point of contact with internal salesforce.com users for user request, issue resolution, and training

Managed data integration processes

Partnered with the Solution Architect and Project Manager to build clear requirements and support the development of a DocuSign CLM strategy for each engagement

Designed architecture Community/Partner Portal and web-based user interfaces.

Extensive data cleansing techniques; created and managed workflow rules, data validation, and system triggers

Implemented and managed various complex sales and service processes

Proven ability to independently performed testing, implementation, documentation and updating as it relates to the SalesForce.com software and system administration.

Communicated technical issues and resolve problems at all levels of the organization both internally and externally.

Documented and analyzed processes, procedures, and policies, and business acumen including a good sense of how a CRM application can be utilized to improve business processes and the bottom line

Lead administrator of Customer Relationship Management application.

Maintained and developed Salesforce.com functions in the areas of service, sales, marketing, and custom data integration

Worked on document/content management and workflow systems and their application to business process improvement

Configured and implemented solutions using DocuSign product suite

Designed, operated, and integrated Salesforce systems to enable efficiencies in key areas of the business

Provided consulting and coaching around best practices in Salesforce administration and implementation to enhance user experience

Configured Salesforce CPQ and Billing

Worked on Salesforce automation to streamline processes

Managed multiple stakeholders' engagements and work with associated team members to understand projects, facilitate business process analysis sessions, and develop technology solutions for these teams

Identified project issues/risks and present alternatives to alleviate or resolve them

Facilitated requirements development sessions in order to gain an understanding of the customer’s current state.

Interpreted technical and business strategy roadmaps and apply a detailed technical solution for desired future state.

Presented implementation needs and options confidently to technical teams as well as a C-Level audience.

Elevated the client experience as a knowledgeable liaison between technical teams, testing teams, and business stakeholders during the implementation phase.

Lead discovery workshops which included large audiences, solution presentations, and prototype demonstrations.

Executed rapid analysis and decomposition of complex business information into technical process components.

Performed business process modeling, user experience modeling, and architecture diagramming.

AbbVie Inc. – Chicago, IL May 2019 – Mar 2021

Sr Business Analyst - / Administrator

GMIS Project

Worked as SFDC and Veeva Vault Administrator in Production Support with Business to execute the development phase along with project development team. The R&D IT Tower is responsible for Application Development and Maintenance related to research and development. GMIS application is used by AbbVie team for managing and tracking unsolicited requests for medical information globally. GMIS application also provide user an ability to create cases (Medical Information, Adverse Event, and Product Complain) for multiple Products (For e.g. Drug – Humira, Viekira etc.) and response for these queries can also be tracked through GMIS. Veeva vault is used as document management system.

Responsibilities:

Worked on the Veeva Vault Application Setup activities and customized to match the functional needs of the organization.

Coordinate with the vendor for Veeva product releases.

Integrated Vault with Salesforce CRM application Validation Rules, Workflow Rules, Approval Processes for process automation such as define task, updating a field, send an email or send an outbound message.

Work with the vendor for any major issues/bugs in the application.

Redesigned, worked, and solved several production issues.

Worked on creating Dashboards and Report generation and including managing document workflow and approvals.

Experience in SFDC and Veeva Vault Integration using Web Service.

Implement policy directives and instructions to manage information through its life cycle for all relevant media.

Applied Security Settings and created permission sets and profiles in Veeva Vault

Work directly with the support teams to bring open help desk issues to a resolution by triage and monitoring progress.

Performed Sanity and Functional test in production to validate production deployments changes.

Expertise in collaborating with Quality Control, System Testing teams for creating Test cases for system testing and conducting User Acceptance Testing and Reviewing Test Cases.

Coordinated with the vendor for SFDC &Veeva product releases.

Worked on GMP, GxP and Non-GxP applications and well versed with 21CFR and FDA guidelines for Administration and Support of Clinical application support.

Deloitte Digital – Orlando, FL Nov 2017 – Apr 2019

Salesforce Consultant

Worked hands on with client to create technical business requirements for Salesforce. Supported Implementation and Operations Management best practices. Performed analysis and diagnosis of client issues. Demonstrated a foundational understanding of the client environment and overall project scope. Identified and solved problems using analysis, experience, and judgment. Independently performed tasks with some guidance to executed a portion of the project scope. Documented contributed to user stories, test scripts, training materials.

Responsibilities:

Delivering the consolidation project at a large Public Sector client.

Creating email templates according to the business needs.

Worked with stakeholders to execute the uses cases and user stories.

Created workflow rules to implement business logic.

Created various Reports and Dashboards for the client needs.

Implemented various configurations to the custom objects.

Implemented process builders and flows to accommodate business requirements.

Involved in deployments for the higher orgs. Importing and exporting of large volumes of data using the Data Loader.

Responsible for incident management to give the best customer service to the users.

Re-structured custom objects, Master-detail relationships between objects to better suit the organization's business needs.

Voya Financial - Windsor, CT June 2016 – Oct 2017

Salesforce Prod Support Analyst

Supported the Business by working with the development teams with responsibility for eliciting, understanding and documenting business needs to determined and recommended the most optimal solution to conducted software development. Independent, creative, technical contributions to defined user business and functional requirements for enhancements and projects and implementing IT business solutions. Focused on highly visible, complex and critical business priorities. Forecasted and established plans for defining, delivering, enabling and supporting significant information technology components into the organization architecture.

Responsibilities:

Worked with Business Users for requirements gathering, analyzing the requirements.

Worked with other teams to coordinate interdepartmental activities in order to ensure that organization meets customer expectations.

Worked with various salesforce.com objects Lead, Account, Contact, Opportunity, Campaign, Cases, Solutions Standard objects & Custom Objects.

Documented Requirements Specification Document and Functional Specification document.

Participated in meetings with various departments and then projecting that to the Dev,QA and production Support Team.

Developed Reports and Dashboards, validation rules, formula fields for the application.

Worked on Skuid For better UI.

Created Page Layouts and assigning different layouts based on Record Types.

Created Custom Reports and Dashboards for the application.

Implemented Web-to-Lead and converted Lead to Account.

Developed Workflow rules, Field, Email updates to implement the business logic for Standard and Custom Objects as per the business needs.

Prepared data mapping document to map source and target system fields.

Experience in Data cleansing by writing apex classes and identifying in MS-excel.

Used Data Loader to bulk load data into Salesforce.com.

Configured/Created Profiles, Roles, and Permission Sets for the organization and setting up Field-level, Object-level security rules for the application.

Deployed application from Sandbox to different other Sandbox as well as into Production environments.

Google – Mountain View, CA Feb 2015 – May 2016

Salesforce Admin/Business Analyst

Assisted with the development and support of google salesforce.com deployment. Worked closely with functional leaders, various organizational units, and subject matter experts to identified, developed, supported and deployed new business processes. Maintained and deployed configuration changes for the Salesforce Sales Cloud, Service Cloud and Marketing Cloud platforms, as well as partners with the appropriate teams to resolve incidents and deliver enhancements. I was responsible for executing on the day-to-day configuration, support, maintenance and improvement of the CRM platform.

Responsibilities:

Administered execution of projects from initiating to closing.

Prepared project proposals, project schedules, costing, UAT and pertinent documentations for the project such as Business Requirement Document and System’s Functional and Technical specifications.

Involved in gathering business requirements through interviews, observations, and interactions with various teams.

Led planning meetings and Joint-Application-Design (JAD) sessions with stakeholders.

Worked with various stakeholders for detailed requirement elicitation.

Analyzed and implemented corresponding Salesforce solution/application per business requirement.

Implemented case management process and configured the Case and Solution object on the service cloud as per business need, capturing cases from website and emails.

Created users, roles, public groups and implemented sharing rules to provide appropriate access to data.

Used field level security to manage the visibility and accessibility of fields for various profiles.

Developed workflow rules, tasks, emails and alerts to track Candidates and Accounts related activities.

Created summary reports, matrix reports, and dashboards.

Imported data from excel sheets to Leads, Accounts, Candidates, Recruiters, Contacts, and Projects using Import Wizard, and Data Loader.

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

Classes, controllers and visual force pages, acquired new licenses and assigned toll free numbers.

Used Data loader for all data adding, updating, and deleting, exporting data.

Documented Sales force fundamentals and reporting for easy understanding and navigation for business users

Designed customizations and configurations of SFDC objects, page layouts, workflows, document templates, data fields, reports and dashboards according to the business need.

Imported excel based customer information records in-to Accounts, Contacts and Cases using Data Loader and Import Wizard.

Nationwide Insurance – Columbus, Ohio Dec 2013 – Jan 2015

Salesforce Admin/Business Analyst

Worked in a small business group as part of the Salesforce Business Technology Solution team that provided support and direction for our Nationwide Financial Services (NF)Salesforce.com and CRM processes. Focused on business configuration, Salesforce business administration, reports and dashboards activities to strengthen business process in a collaborative team approach focusing on Salesforce for Service project, which is part of the Nationwide Financial Services. Go To Market Program. Developed technical skills and increase knowledge of Salesforce.com.

Responsibilities:

Experience in daily customer service through telephone and email communication.

Provided basic, premier, and administrative level support for users of the Salesforce application.

Conducted administrative duties which include working with C- level executives, system administrators, and end users to gather their business requirements then developing customized solutions to meet their needs

Interacted with business operations, understand business model, involved in gathering requirements, communicated business process, translated needs into salesforce terms, developed data model, defined objects and relations.

Performed complete analysis of existing systems in organization and corresponding business process for sales and marketing.

Developed functional specifications document for Accounts and Opportunities module leading the business tracks.

Defined Lead assignment rules based on Territory management rules.

Responsible for product validations with business for accounts and opportunities.

Conducted several technical design solutions meetings to sense possible difficulties that might arise for development team along with architects.

Configured standard salesforce objects and custom objects as per business needs implementing validation rules and formula fields.

Gathered requirements for all automation workflows as per business requirements and translated into salesforce business terms.

Implemented approval process for deal registration process which involve several approvals from sales managers.

Involved in requirements gathering for account assignment rules for account owner for various geographies and defined them using sharing rules.

Involved in defining roles and profiles for internal users.

Defined several workflows including creating tasks, email alerts, outbound messaging and field updates for accounts and opportunities module.

Closely implemented the automated sales process with developers and responsible for getting product approval from business owners.

Developed, documented, and executed test plans to assess the integrity and accuracy of business processes, module functionality setups and modifications, enhancements, customizations, and patches.

Intuitive Surgical – Sunnyvale, CA Aug 2012 – Nov 2013

CPQ Business Analyst

Worked on a complex, multi-functional, worldwide implementation of CPQ (Configure, Price and Quote) solution spanning business users across the globe. Worked with various IT Architects and SME’s and was responsible for process and system documentation, configuration, administration and customization of CPQ solution. Worked closely with business users and other IT functions like Information Security and Development teams.

Responsibilities:

Collaborated with Business and IT teams to ensure the solution meets user requirements

Worked with Sales, Contract, Order Management and Finance teams to understand current and future systems and processes

Worked very closely with IT Architects to define and design systems

Documented Quote to Cash process flows and system diagrams

Managed user permissions, configure product and pricing rules, approvals, quoting templates, digital signatures, workflows, validation rules, changes to user interface

Migrated tools on Sales and Service Cloud including customer and partner portal development.

Coordinated IT and UAT test scripting and testing

Created and maintain set of operating instructions, system configuration and other documentation as needed

Partnered with Business teams and Process Experts to write requirements for Customer Success Platform

Engaged with System and Process experts to help identify solutions to business pain points

Engaged with Change Mgmt team to plan for Change Management as needed for each initiative

Drove systems-related project execution in direct partnership with IT (system administrators and development scrum teams); measure and document business results achieved through solution implementation

Lead UAT business planning, execution, and go live

Partnered with project stakeholders, IT, and System Administrator teams to prepare for Go-Live and post-go live support

Education:

Bachelors of Computer Science

Mountain State University

Beckley, WV - 2011

Certifications:

Salesforce Certified Administrator

Salesforce Certified Platform App Builder

Salesforce Certified Experience Cloud Consultant

Salesforce Certified Service Cloud Consultant

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