Data Customer Service

SFDC

Paloma

E mail- ****.******@*****.***

Phone: 908-***-****

Professional Summary:

Having around 9 years of experience in analysis, design and development of various CRM and web-based applications, which includes Salesforce.com platform, Sales Cloud, Service Cloud, Java and PL/SQL Programming.

Good Knowledge on Salesforce Site.com (Point and Click sites)

Produced and consumed Restful services, SOAP/WSDL webservices for integrating with 3rd party applications.

Packaged and Deployed customizations from Sandbox to other environments using Eclipse, change set and Migration tool.

Technical knowledge in Lightning Experience.

Experience in Administration, Customization and support experience with Salesforce platform.

Experience in Salesforce Customization, Security Access, Workflow Approvals, Data Validation, data utilities, Analytics, sales, Marketing, Customer Service and Support Administration.

Expertise in implementation using Apex Language, Visualforce Pages, Classes, Controllers, Triggers, Web Services API, Components, Tabs, Custom Objects, S-Controls, SOQL, SOSL, Reports, Analytic Snapshots and Dashboards.

Experience in working with Informatica-On-Demand ETL tool for real time Data Integration.

Strong Knowledge in AppExchange Applications for integrating with third party applications.

Excellent knowledge of all the phases of software development life cycle (Requirements gathering, analysis, design, development, testing and implementation).

Sound knowledge of object oriented design, MVC architecture and struts framework.

Proficiency in Object Oriented Languages like C++ and java technologies.

Good experience with HTML, VBScript, JavaScript, XML, ActiveX technologies and various database access technologies.

Experience in working with databases such as Oracle 8i/9i/10g

Developed Complex database objects like Stored Procedures, Functions, Packages and Triggers using SQL and PL/SQL.

Good Knowledge in using Table Functions, Indexes, Table Partitioning, Collections, Analytical functions, Materialized Views, Query Re-Write and Transportable table spaces.

Worked extensively on Ref Cursor, External Tables and Collections.

Expertise in Dynamic SQL, Collections and Exception handling.

Experience in SQL performance tuning using Cost-Based Optimization (CBO).

Good knowledge of key Oracle performance related features such as Query Optimizer, Execution Plans and Indexes.

Experience with Performance Tuning for Oracle RDBMS using Explain Plan and HINTS.

Expertise in Client-Server application development using Oracle 10g/9i/8i, PL/SQL, SQL *PLUS, TOAD and SQL*LOADER.

Created Shell Scripts for invoking SQL scripts and scheduled them using crontab.

Experience of deriving and using UML Use Cases, Activity Diagrams, Class Diagrams during the analysis, design and implementation phase of the projects.

An effective team player with excellent problem solving and interpersonal skills.

Strong leadership abilities and a quick learner to new concepts, Applications while managing and coordinating all phases of project-based effort.

Technical Skills:

Salesforce.com Apex, Visualforce, SOQL, SOSL, Apex Triggers, Workflows and Approvals, Email Templates, Formulas, Validation Rules, AppExchange, Eclipse, Salesforce.com, Force.com IDE, Apex Data Loader

Web Technologies JavaScript, XML, XSL, HTML, XHTML, CSS, AJAX, ASP, ASP .NET

Databases Oracle 10g/9i, SQL Server 2008/05/2000, MYSQL, DB2

Operating Systems Windows 2003/XP/2000/NT/98/95, MS-DOS, UNIX, SOLARIS

Programming Languages C, C++, Java, PL/SQL

Web/ Application Servers Apache, Tomcat, JBoss, Weblogic, Websphere, IIS

SFDC certified 401

GA Mar 2016 – Till Date

Sr. Salesforce Developer

Responsibilities:

Involved in development of Work Case Management system (WMS) application in SFDC intended for Case creation, tracking and support.

Created custom reports to summarize the no. of cases assigned to an agent in Work Case Management System (WMS) application based on the case status and problem type.

Built Custom Encryption Utility class for securing client PII and PCI data using the salesforce crypto methods with AES 256 algorithm logic.

Worked extensively on Service 360 application design, development, testing and production support. This application intends to provide the agents ease of accessing Merchant information (Statements, Account information, Case Classification) from external systems and summarizing them on the Salesforce front end for the agents to perform case related operations easily.

Experienced in Live Agent configuration and setup in Salesforce.com for the business consultants to live chat with the agents assigned in skills. Created a Visualforce page and apex controller for this requirement. Configured the sandboxes according to the dynamic button ID’s and URL’s generated for each org.

Analyzed the Org for the Lightning Compatibility.

Design and developing Lightning Components.

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

Created Custom objects, Custom fields according to the requirements of business which are useful in the validation of entitlements.

Created custom Profiles, Roles, and Public groups for restricting internal users from accessing the data depending on their job responsibilities.

Developed custom UI using Visual Force components, CSS, HTML tags and used JavaScript for front-end validation.

Created Page Layouts for various profiles to make the CSS people comfortable for inputting data into the CRM from customers.

Created Formula fields, Validation Rules, Workflow Rules, and Workflow Approvals.

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

Experienced in Agile Scrum deployed environment with incremental and iterative work cycles.

Implemented the requirements on Force.com IDE Plug-in and Salesforce.com platform using Eclipse.

Integrated Salesforce with external Master data using SOAP and REST API.

Scheduled Apex Batch jobs for processing large records.

Written Apex Classes, Controller, Extension Controllers and Apex Triggers in the applications for various Business/functional requirements.

Written SOQL, SOSL query languages necessary for the application in Apex Classes and Triggers.

Written Apex Test Classes to meet Unit testing before migrating from Developer Sandbox to QA sandbox and Production environment.

Used the QA Sandbox for testing and deployed the code to the Production instance after testing.

Used Data Loader for insert, update, and bulk import or export of data from Sales force Objects. Used it to read, extract, and load data from comma separated values (CSV) files.

Created Triggers to perform the insert, update, upsert and delete events in case and contact objects.

Created VF Components used repeatedly in VF pages to reduce the redundancy when needed.

Created Visual force and HTML Email templates to be sent to the customers depending on the action they perform after they log into the portal.

Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Components, Controllers & Extensions), Data Loader, Apex Triggers, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Eclipse IDE Plug-in.

CA Feb 2015 – Feb 2016

Salesforce Developer

Responsibilities:

Worked on Force.com Managed packages and writing the extended functionalities to meet business requirements, Salesforce Account & Contact Management, Lead & Opportunity asset Management and Case management.

Extensively implemented Visual Flows for automatic sales and service process in Sales, and Service Cloud. Scheduled Apex Batch jobs for processing large records.

Designed and developed Aggregate spend process for various clients and possess good knowledge with the Aggregate spend process.

Implemented Service Cloud for customer service, including configuration of email to case, case assignment rules. Managed migration and release of Service Cloud.

Redesign of customizations currently implemented in Visualforce into Lightning Pages/Lightning Components.

Written Apex Classes, Controller, Extension Controllers and Triggers in the application for various Business/functional requirements.

Developed UI using CSS, HTML tags, Visual Force components and used JavaScript for front-end validation

Worked on various Salesforce.com Standard Objects including Accounts, Contacts, Reports, Dashboards, Events and Tasks.

Developed various Custom Objects, Tabs, validation rules, Components.

Worked with SOQL & SOSL queries with Governor Limitations to store and download the data from Salesforce.com platform database.

Created various Profiles, Roles, and Page Layouts and configured the Permissions based on the Organization hierarchy requirements

Created Custom Objects and fields for transactional and contractual information.

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

Developed Data Integration interfaces between Oracle DB System to Salesforce through Informatica-On-Demand (IOD) ETL tool. Worked on unit testing to the data integration interfaces.

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

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.

Developed several Custom Reports & Dashboards to better assist managers and also report folder to provide report accessibility to appropriate personnel.

Used Data Loader for insert, update, and bulk import or export of data from Sales force Objects. Used it to read, extract, and load data from comma separated values (CSV) files.

Used Data Loader to migrate the large volumes of data between multiple Salesforce sandboxes using Data Loader.

Worked on integrating Salesforce with external Master data using SOAP and REST API.

Developed Test Methods. Used to maintain more than 85% code coverage in Salesforce production

Redesigned, worked, and solved several production issues.

Worked closely with Business and users to get the approval.

Used the Sandbox for UAT and deployed the code to the Production instance after UAT

Deployed the changes from Sandbox to Production.

MD Jan 2014 – Jan 2015

Sr. Salesforce.com Developer

Responsibilities:

Worked on various standard Objects like Accounts, Cases, Contact, Opportunities, Campaigns, Solutions and custom objects.

Created various custom objects as per requirement.

Created Security settings for Roles and Profiles and managed Security Sharing Settings.

Developed Validation Rules for the Custom Objects and Workflow rules and Approvals for some fields.

Created User Roles and Profiles, Security controls and shared settings.

Implemented field level security, Profile and audit trail setup.

Customized several Formula fields, Workflow Rules, Validation Rules, Triggers, Apex classes.

Created several Validation Rules, Custom buttons and links on custom and standard objects.

Deployed SFDC package from one organization to other organization.

Wrote SOQL statements with in custom controllers.

Developed APEX class, Controller class and APEX Triggers for various functional needs in the application.

Created Visual Force Components used repeatedly in Visual Force pages to reduce the case of overabundance whenever needed.

Integrated external java applications with Salesforce using SOAP and Rest web services.

Created custom Java Application to Interact with Salesforce using SOAP and Rest web services.

Involved in Salesforce.com application setup activities and customized the apps to match the functional needs of the organization.

Created Visual force and HTML Email templates to be sent to the customers depending on the action they perform after they log into the portal.

Scheduled Apex Batch jobs for processing large records.

Extensively implemented Visual Flows for automatic sales and service process in Sales, and Service Cloud.

Worked on Email-To-Case settings so that the emails can be created as Service Requests automatically and assigned to the associated internal user.

Involved in Data mapping specifications to create and execute detailed system test plans. The data mapping specifies what data will be extracted from an internal data warehouse, transformed and sent to an external entity.

Restructured Custom objects, Master detailed relationship between objects to better suites the organization.

Individually worked on creating and implementing the Web-to-Case functionality to solve and track customer issues.

Worked on data migration from databases to SFDC using Data Loader.

Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.

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

Created Custom dashboards displaying real time metrics including forecasts, revenue etc.

Environment: Saleforce.com platform, Apex Language, Triggers, Visual force (Pages,

Components and controllers), SOQL, Change Set, Data Loader, Force.com, Eclipse IDE Plug-in, Work Flow-Approval, Custom objects, Custom tabs, Email service, Html, Web-service, Sharing Rules.

AZ Aug 2012 – Dec 2013

Salesforce Developer

Responsibilities:

Worked on Agile methodologies where requirements, design, testing, deployment needs to be done as early as possible. Worked on pivotal tracker and TFS tracker for tracking issues.

Participated in Object Oriented analysis, design, design reviews and use case specifications using Unified Modeling Language (UML).

Design and implement service cloud product applications.

Analyzed customer requirements to determine an appropriate solution design

Implemented Service Cloud for customer service, including configuration of email to case, case assignment rules. Managed migration and release of Service Cloud.

Redesigned, worked, and solved several production issues.

Worked closely with Business and users to get the approval.

Using Force.com developer toolkit including Apex Classes and Visualforce pages to develop custom business logic.

Created several workflows, Record Types, page layouts, lead processes and sales processes.

Used Data Loader to migrate the data between multiple Salesforce sandboxes.

Worked on standard objects like account, contract, opportunities, and products.

Wrote triggers between the multiple objects.

Developed Apex Triggers, Apex Classes and Test Methods. Used to maintain more than 85% code coverage in Salesforce production.

Used the sandbox for developing and UAT and change sets for the deployment after UAT.

Wrote SOQL and SOSL queries.

Environment: Salesforce.com platform, Apex Script, Visualforce Pages, Controllers, CSS, Encryption Fields, Custom Objects, Custom Tabs, Security Controls, Page Layouts, HTML, jQuery, Java Script, Reports, Dashboards, Eclipse IDE Plug-in.

MI June 2010 – July 2012

Salesforce.com Administrator/Developer

Responsibilities:

Implemented Round-Robin method in case, lead and opportunity assignment.

Experience with app exchange product like Dupe blocker & Implemented auto-conversion on leads to accounts, contacts & opportunities.

Configured the Case Management Process. Deployed Apex using Force.com IDE, Force.com Migration Tool and Web Services API.

Worked with Apex Scheduler to invoke Apex classes at regular intervals.

Configured Campaign Management, Campaign Influence and Lead Conversion.

Added methods that can be called from Visualforce pages to Controller Extensions.

Created Custom Controllers to make external web service callouts, validate and insert data.

Configured Communities and Implemented Visualforce pages with public-facing websites by using Force.com Sites.

Used Picklists, Dependent Picklists, and Record Types to enforce data quality.

Used Tab permissions, Record Type permissions and Field Level Security to implement Component-based security.

Designed Validation Rules along with Roll-Up Summary Fields to maintain data quantity and data consistency.

Developed and maintained Visualforce, AppExchange, Force.com pages and integration to other third-party solutions.

Debug Apex scripts using Debug Logs and System Log Console to catch Exceptions and execute Governors and Limits.

Integrated Apex with External services by making callouts that used SOAP and WSDL.

Experience with Force.com integrations to various systems, platforms, and data migration.

Experience using Salesforce data tools (Data Loader, Excel Connector, Demand Tools, and Eclipse Force.com IDE).

Worked with Dynamic Apex to access objects and Field describe information, execute dynamic SOQL, SOSL and DML queries. Experience integrating Salesforce.com with other applications via real-time, batch, sync/async.

Managed Salesforce.com CRM application. Created change sets and Implemented relationship fields for proper data loading.

Skilled in maintaining the functional areas of data management, contacts, leads, campaigns, opportunities, quotes, dashboards and reports etc.

Experienced in independently performing development, testing, implementation, documentation, updating as it relates to the SalesForce.com software and system administration and meet proposed deadlines.

Implement new enhancements including creation of custom objects, workflows, email alerts and templates, and campaigns.

Worked on maintaining the sandbox and refreshing it every month.

Maintained multiple user roles, security, profiles, workflow rules, etc. Participated in cross-functional teams that address strategic business issues involving CRM.

Skilled in effectively communicating technical issues and resolve problems at all levels of the organization both internally and externally.

Demonstrated SFDC usage problems and craft technical / communication plans to IT/business teams.

Comfortable in rapidly changing and ambiguous work situations. Keen attention to detail and complex problem-solving abilities from operational and technical perspective.

Environment: Salesforce.com platform, Workflow and Approvals, Reports, Custom Objects, Tabs, Email Services, Apex Language, Visual Force Pages, Components and Controller, JavaScript, Eclipse IDE Plug-in, Data Loader.

India Aug 2008 – Mar 2010

Java Developer

Responsibilities:

Created SQL queries for data manipulation using JDBC.

Developed front-end using HTML and performed validations using Java Script.

Used Struts Framework for configuration of action mappings and presentation logic in JSPs.

Implemented the struts authentication and authorization for certification process.

Used Apache web server for deployment.

Used CVS for Source Control and Version Management.

Implemented ANT as the build system.

Developed client request validations and processing using JavaScript.

Developed application code using Core Java and J2EE (Servlets, XML) in Eclipse tool.

Used JNDI realms to authenticate users in a web application.

Solely responsible for writing the automation tool in java for manipulating the dates.

Used JSTL in struts based JSPs.

Worked with Cascading Style Sheets (CSS).

Involved in writing Unit test scripts to check the functionality of the middle tier and aid in debugging phases.

Worked on XML conversions and validations.

Worked in J2EE/java, HTML, and JavaScript and web application.

Environment: XML, J2EE, WebSphere, EJB, ANT, Eclipse, JUnit, JDBC, Hibernate, Spring, Struts. Java, JRun Application server, Apache Web Server, TIBCO, Hawk 3.0.1, UML, TogetherJ, Visual Caf, Web Logic, Apache-SOAP.

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