Salesforce/ BA

Vikash Shah

Phone Number: 214-***-****

************@*****.***

Summary of Qualifications:

Over 5 years of cross-functional experience that includes focus on Business analysis, Data Analysis, Quality Assurance in the Mortgage & Finance domain with a solid understanding of Business Requirement gathering, Business Process flow, and

Business Process Modeling.

Over 5 years of expertise in cloud computing platforms focused on Salesforce Platform and Force.com from developing standard and customized applications, objects and tabs, workflow rules and validations as well as security and sharing settings.

Expertise in business process mapping, re-engineering, proposal development, project management organization, requirements analysis, data analysis, change management, user case design, software implementation with strong business acumen, positive attitude, creative thinking, effective analytical power.

Experienced in full Software Development Lifecycle (SDLC) from association with end-users for requirements determination, defining the system scope, system analysis, Business Case Development to Rollout, Production, testing, maintenance and documentation using methodologies such as Waterfall and Agile Scrum.

Extensive knowledge of Object Oriented Analysis and Design using UML, Rational Unified Process (RUP), Rational Rose, Requisite Pro, Rational Clear Case and Visio.

Proficient in developing Use Case Model, Analysis Model, Design Model, Implementation Model, Use Case Diagrams, Behavior Diagrams (sequence diagrams, collaboration diagrams, and activity diagrams), and Class Diagrams based on UML methodology using Rational Rose.

Worked extensively with QA Team in creation of test plans, test scripts, test cases and performed Black Box testing including system testing, integration testing, end-to-end testing, regression testing and User Acceptance Testing (UAT)

Flexible, innovative and able to thrive in a fast paced, growth-oriented and time-critical environment.

Excellent organizational and interpersonal skills with a strong facility for acquiring new knowledge very rapidly.

Areas of Expertise:

Methodologies:

Agile (Scrum), Waterfall

Requirement/Project

Microsoft Project, MS Excel, MS Access, MS PowerPoint

Management Tools

DOORS, Rational Requisite Pro, Salesforce, Force.com.

Testing & Tracking Tools

Bugzilla, HP Quality Center, IBM Clear Quest, JIRA, Data Loader,

Import Wizard

Business Modeling Tools

MS Visio, Wire Frames

Databases

SQL, SQL Server, DB2

Operating System

Microsoft Windows 95/98/2000,2003/XP/Vista/Windows 7 and Mac

OS X

Loan Depot LLC – Plano, TX

Salesforce Business Analyst / Administrator July 2017 – May 2018

Project Information: Automate Mortgage Loan Origination System

●Configuration, implementation and Support of Salesforce CRM application and hands on experience in business requirements analysis, interviewing business users for documenting use cases, business requirements documents (BRDs) and functional specifications (FRDs).

●Experience in working with Eclipse IDE with Force.com Plug-in environment for writing Business logic in Apex Programming Language, Target App Exchange Product and Salesforce SFDC.

●Familiar with Business Process Modeling (BPM) and its techniques such as Flow chart,

Functional flow Block diagram, Control flow diagram, Gantt chart, UML and EPC.

●In-depth knowledge of the Software Development Life Cycle (SDLC), Six Sigma, Agile, Waterfall, PM methodologies.

●Proficient in call Centre, Sales Cloud, Service Cloud, Salesforce Console, Force.com,

Marketing Cloud Chatter, App exchange community cloud and lightening set up in Salesforce.

●Experience working with salesforce.com sandbox and production environments.

●Good knowledge on mobile applications like Salesforce and salesforce classic.

●Hands on experience in using Data loader for data management in force.com platform and good knowledge in cast Iron and Informatica.

●Integrated 3rd party applications from the AppExchange including DocuSign, Draw loop, and

Pardot.

●Good knowledge on CPQ, a multi-channel tool used to help the company to configure the price and quote deals accurately and easily.

●Extensive in SalesForce.com Apex Classes, Apex triggers, Visual force, Force.com API, SOQL & SOSL queries.

●Oversaw salesforce.com Org administration, often carrying out many of the administrative duties such as adding workflows, validation rules, applying change sets to and validating application upgrades.

●Experience on Lightning components, Event registration, handlers and apex classes for performing logic in the actions.

●Actively participated in full life cycle implementations. Experience in building reports and dashboards, customizing them as per user requirements. Strong knowledge of marketing cloud, sales and service clouds.

●Well versed in analyzing CRM business processes that include Forecasting, Campaign management, Lead Management, Role Hierarchy, Territory Management, Order Management, Account Management, Case Management and merging management in a multi-tier environment.

●Have extensive experience in implementation of Custom Objects, Custom Tabs, Workflow

Rules, and Role based Page Layouts and Record Types, Approvals, Assignment Rules.

●SalesForce.com experience in creating Object, Field, Record Types, Page Layout, Security

Controls, Queues, Group and Analytical Snapshots.

●Experience in creating formula fields, validation rules, roles, profiles, users, security and sharing settings and experience with user/ role/ profile management.

●Hands on experience in conducting Joint Application Development (JAD) sessions with End-users, SMEs, QAs and other stakeholders for project meetings, walkthroughs and customer interviews.

●Experienced in Salesforce data migration from ACT, Excel, MS outlook and Legacy Systems

using various data migration.

●Provided ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflows

●Hands on experience in using Salesforce Data loader for data management in platform and good knowledge in cast Iron and Informatica.

●Expertise in configuring workflow rules, time triggered workflows, email templates resulting into effective web to lead communication with customers and partner portals.

●Experience with JIRA & Eclipse IDE with Salesforce Plug-in environment for writing Business logic in Target App Exchange Product and Salesforce Mobile Experience.

Environments: SDLC, Confluence, Agile Methodology, SharePoint, Selenium 2.0 - WebDriver, JIRA, SoapUI, T-SQL, Gherkins, Quick Test Pro, Java Web application, SQL, Java, JSP, Java Script, HP ALM, SOAP UI Web Services Tool, JMeter, XML, PL/SQL, .

SunTrust Mortgage, Atlanta, GA

April 2015 - Nov 2016

Salesforce Business Analyst

Project Information: Mortgage Loan Origination System

●Planned and conducted requirements elicitation meetings with the business to collect functional and non-functional requirements relating to client's Salesforce technology enhancement and initiatives.

●Imported BRDs into HP Quality Center ALM for project management and testing.

●Responsible for design and architecture for solution for migrating Order Management from

Excel based to Salesforce CRM.

●Created a sync of contacts, email alerts, events and tasks between Salesforce to Outlook and

Outlook to Salesforce successfully.

●Implemented escalation rules, automatic case generation and their escalation to call Centre representative, and generated email alerts for quick issue resolution.

●Implemented and maintained Salesforce Service Cloud and marketing Cloud by providing custom solutions

●Created custom profile & setup Sales users, created Functional Design Document and Solution

Design Document and worked with Global Channel Operations teams to continuously enhance Salesforce.com to improve productivity.

●Created and maintained fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions.

●Worked in an Agile/Scrum development environment and done whole life cycle implementation right from the scratch.

●Proficient in SalesCloud, ServiceCloud, Salesforce Console, Force.com, Marketing Cloud

Chatter, App exchange and community cloud set up in Salesforce

●Performed detailed analysis of business and technical requirements and team player in developing the Apex classes using other Platform based technologies like Visualforce, Force.com IDE.

●Build a Data Governance program internally-various initiatives include- Data Mapping, Data dictionary, documentation and other governance practices related to the data

●Implemented and maintained Salesforce Service Cloud and Sales Cloud. Built custom solutions with Apex and Visual Force, which support most critical processes and workflows.

●Extensive use of Web Services APIs, REST-based Web Service APIS, Bulk API, Metadata API, and Force.com SOAP.

●Prepare documentation as part of the mapping exercise to identify Source data from various internal and acquired systems of the bank in order to segregate the data by portfolio.

●Collected and presented data to stratify customers into various personas and level of technical ability for interaction with system. Technologies used includes JIRA, HTML5, CSS, VideoScribe, Lucid Press and community cloud-based marketing platforms.

●Interacted with Business Stakeholders to gather the requirements and Implement these requirements on Force.com Platform.

●Implemented Agile methodology and SCRUM framework for rapid development.

●Customized Salesforce.com Fields, Page Layouts, Record Types, Queues, and Profiles and make the same changes in test and production boxes.

●Involved in writing, documenting and testing trigger and batch programs using Apex on the

Salesforce.com Platform.

●Working on building and embed Lightning Components in Visual force Page by using new Lightning Out feature by event-driven programming.

●Interacted with the Salesforce.com premium tech support team on a regular basis and Revised the Created Email templates in HTML and Visualforce.Experience in SalesCloud, ServiceCloud, Community Cloud, Case Management Projects

●Worked on various Salesforce.com standard objects like Case Management, Accounts,

Contacts, Content, Reports and Workspaces. Trained, mentored, and provided career development for two junior Salesforce administrators.

●Implemented Salesforce Development Cycle covering Sales Cloud, Service Cloud, Call

Centre, App-exchange applications.

●Created workflow rules and defined related tasks, time-triggered tasks, email alerts, field updates to implement business logic.

●Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the organization's need.

Bank of America – Plano, TX

Business Analyst

Aug 2013 to July 2015

●Performed multiple roles as Salesforce business analyst and administrator in the project and work closely with line of business LOB(Finance, GL, AP, Risk, Legal & Compliance) to document processes, business requirements and to prepare detailed use case documents & user specifications(stories).

●Created UML diagrams such as Business Flow Diagrams, Use Case, BPM and Activity Flow in coordination with technical team using MS-Visio

●Utilized HP ALM Quality Center Software.

●Worked on Third party Salesforce applications: TheListOnline.com, Data.com, Pardot, ToutApp, and Capture by Ring lead.

●Worked on Sales Cloud interjecting with Marketing Cloud using Pardot. Drives the efficiency and effectiveness of Change Management process.

●Supporting the successful deployment of Salesforce (Lightning), Sales Cloud to support new and existing employee.

●Worked with Salesforce.com Marketing Cloud to gather customers from social media.

●Deployed configurations and code between Salesforce environments through various deployment tools such as Force.com IDE

●Communicated with the off-shore development help to handled on-going customization/ alteration of Salesforce.com, if needed.

●Maintain Support contract database and liaise with outsourced call center for customer entitlement and non-technical escalations.

●Created data models, mapping documents, and worked with QA to test reporting processes..

●Manage the email templates and develop interactive emails for outbound/inbound marketing initiatives via Marketo.

●Collaborated with the company's executive management to implement a strategy for how the bank could most effectively leverage CRM in their business.

●Proficient in SalesCloud, ServiceCloud, Salesforce Console, Force.com, Marketing Cloud Chatter, App exchange and community cloud set up in Salesforce.

●Hands on experience in Administration setup like manage Users, Security Controls and Data

Management on Service Cloud for HR team.

●Identified and prepared Use Cases, BPM, Activity Diagrams using Rational Rose according to UML methodology

●Worked with Role Hierarchy,Users,Profiles Territory Management, Sharing Rules, Record

Types, Email Templates and Approval Process in SF.

●Involved in Business Process Redesign and its documentation

●Used Informatica cloud service to integrate the data between systems. Uploaded the new data to SF using the updated test data and used SQL server to fetch the data base extracts to complete database testing.

●Used Chatter.com to follow co-workers and to receive updates about project and customer status. Create and manage dashboards and folders in Salesforce.

●Implemented general customizations and configurations in SFDC required for the user interface to function as designed per the requirements.

●Worked extensively through agile development methodology by dividing the application into iterations.

●Prepared User stories, Mockup Demo, Business Requirement Documents, and Use Case

Document. And customize Salesforce for Underwriter Management & Opportunity Management.

●Created custom profile & setup Sales users, created Functional Design Document and Solution

Design Document and worked with Global Channel Operations teams to continuously enhance Salesforce.com to improve productivity.

●Create User Test Scripts and assist business with UAT and performed system testing and migrated Metadata from sandbox to Production.

●Performed GAP Analysis on the requirements, identified the gaps using outcome analysis, and documented the GAP Analysis report.

Environment:

MS-Word, MS-PowerPoint, MS-Visio, MS-Excel, MS-Project 2003, IBM DOORS, IBM Rational Modeler, Windows XP and 7, SharePoint 2010. Salesforce CRM,

Education:

United Stated International University - Kenya

May 2013

Bachelor of Science in Business Administration

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