SalesForce Administrator + Business Anlayst

SUMAN. K. TANDON

T: 647-***-**** ******@*****.***

PROFESSIONAL SUMMARY:

Over 17 Years of IT experience with around 8+ years experience in Salesforce.com CRM Platform as an Administrator, Business Analyst and Developer.

Over 4+ Years of Experience as Business Analyst & experience in the Microsoft Dynamic CRM Platform – Functional and Microsoft Lync.

Experience in phases & processes of Software Development Life Cycle (SDLC) customization and implementation, including Release Management and Changes, Developed and experienced in implementing Agile Scrum Methodologies.

Understanding of SFDC CRM business Processes. like Forecasting, Campaign / Lead/ Pipeline/ Account/ and Case management.

Proficient in security, access control and sharing rules at object, field, and record level for different users at different levels of organization.

Experience with SFDC development using Force.com IDE, Apex classes and Triggers, Apex Scheduler, VisualForce Custom Controllers and Extensions, SOQL and SOSL quires and DML statements Familiar with Stored procedures Triggers/ Functions using SQL.

Worked with IDE tools like Eclipse IDE Plug-in, Force.com Explorer, Force.com Migration and force.com Excel connector.

Integrate External data using SalesForce Connect.

Involved in Custom Integration of Outbound Messages, Workflow & Approvals, Process Builder, Alerts, Reports, Security Controls, App Exchange Package, Sandbox data loading, & Custom Application, Email generating services according to requirements.

Experience in designing of almost all declarative Salesforce administrator tasks and advanced implementations tasks including but not limited to creating custom objects, formula fields, field dependencies, tabs, profiles, pick list, role based user page layouts, Dashboards, Tasks and actions, validation rules, Data Utilities and loading according to application requirements.

Involved in Data Integration and Migration using data loader, with the existing Legacy systems. Exported data from various legacy systems (oracle/ MYSQL, Windows File System) and ingested them into SalesForce.

Administrator experience in Configuring / building /implementing on the Salesforce Communities applications using the declarative customizations capabilities of the Communities platform, under Community Management to manage basic setup information, views group dashboards, feed activity, and license usage, etc.,

Work on Cloud Designer Tool for Visual workflow..

Worked on Marketing Cloud using - Audience Builder, Content Builder, Automation Studio, Journey Builder, analytics etc.,

Work on Service cloud, Service Console (Classic & Lightening), Macros, Interaction Channels, Field Service Lightening, .CTI integration with SalesForce project, etc.,

Support and training new end users and business users of the SFDC application.

Experienced in using reporting tools Tableau, etc., Have worked on a project with Tier1 CRM (ACE).

Experience in cloud technology - Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Call Center, Force.com, Chatter collaboration, App-exchange on Salesforce.com and on-premise infrastructure integration, along with SalesForce1….

Experienced in Visitor tracking, real-time sales alerts, lead scoring (Einstein Analytics) and grading, automated lead assignment, lead nurturing, forms and landing pages, dynamic content, email marketing and reporting features in Pardot.

Knowledge on Data retention policy Manager- utilizing SalesForce Shield for Field audit trails, / Platform Encryption (data Classification, Business Impact, Implementing & encrypting data, etc.,.

Interact with business team members to gather & document the Business and Software Requirements.

Define, research, gather, analyze & document business / technical requirements by engaging project stakeholders.

Document as-is & to-be business processes and flows while identifying areas for opportunities to enhance efficiencies for Salesforce use.

Documenting user stories and use cases to support the design and development of Salesforce solutions.

Experienced in SalesForce for Outlook knowledge and also Lightening for Outlook.

Translate Business /Technical /functional requirements into Salesforce design & best practices to minimize the need for customization.

EDUCATION

Bachelor of Arts - Major Economics * Diploma in Marketing Management

Diploma in Business Management – YMCA- Institute of Management Studies, (administration, Finance, Sales, Marketing)

Diploma in Oracle 8, Developer 2000, VB6 – STG, Software Technology Group Intl. Ltd.,

SAP – BO BI, R3/SD module * Business Analyst– CBAP ( IIBS Canada ) * ITIL, PMP ( studied), Agile Environment.

Microsoft Dynamic CRM ((Functional) People Skills (USA)), Office 365, Microsoft Lync – Training/ Technical setup.

SalesForce.com CRM Developer/ Administration – (Salesforce Admin. 2019 Certified ADM201).

Study Certifications - Apex, VisualForce, Lightening, BA (SDLC), QA, Agile Methodology, Lightening Process Builder, Pardot & Tableau

Study Certifications - Sales Cloud / Service Cloud / Marketing Cloud / Community Cloud Consultant, Email Studio.

Business/Technical Skills:

SFDC technology - Apex custom controllers/ extensions, Apex Triggers, Apex Classes, VisualForce Pages, Eclipse IDE Plug-in, Force.com Sandbox, Data Loader, Agile scrum, Lightening, Salesforce CRM, Classes/Controllers, Workflow rules, Process Builder, Excel Connector,,

Consultative Solution Selling Skills. Manage leads, opportunities in Salesforce.com and in CRM Microsoft Dynamics.

Use operational, Analytical and collaborative styles of CRM for improvement in customer service.

Support projects/enhancements/changes/post deployment/ maintenance related to CRM Salesforce.

Collaboratively work with team members/ developers/ test leads to design a solution that will meet the project’s business requirements.

Create BRD, process flow diagrams, use cases /stories, communication materials & presentations, in agile environment.

Support QA Team for Testing/ user test cases, Supporting the provision of training sessions to end users;

PROFESSIONAL EXPERIENCE:

Apex IT CRM Solutions Ltd., - March. 2017 – March 2019 - Salesforce Administrator/Business Analyst

The project was for one of their clients MTS. They are one of the largest mobile networks provider, with about 9 million subscribers across India, providing voice, broadband internet, messaging and 2G,3G, 4G data services in India. They use CDMA technology and GSM networks and are planning to slowly decommission in the next few years. They have their legacy 4G network and will be using LTE that will be integrated with 4G LTE network. They chose SFDC for their Marketing, Sales and Customer Service business processes.

Responsibilities:

Interact with business user groups to define, research, gather & analyze - business / technical requirements by engaging project stakeholders and gather requirements for SFDC implementation and document the Business Requirements, in accordance with the needs of the project.

Document as-is & to-be business processes and flows while identifying areas for opportunities to enhance efficiencies for Salesforce use.

Translate Business /Technical /functional requirements into Salesforce design & best practices to minimize the need for customization.

Create BRD, process flow diagrams, use cases/ user stories, communication materials & presentations, in agile environment.

Perform detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SFDC and other Platform based technologies like VisualForce, and Force.com API

Responsible for creation of users, roles, profiles, customization of reports & dashboards for different users profiles,as per the client requirement. Define and implement object level, field level and record level security /access and enforce sharing rules and access settings.

Design Custom Objects, Tabs, Entity-Relationship data model, Validation Rules on the Objects, Components /VisualForce Pages.

Create page layouts, edits, search layouts to organize fields, custom links, related lists & other components on a record detail.

Use Lightening Process Builder, workflow rules & related tasks, validation, Approval process, email alerts/templates & field updates.

Customize page layouts for Campaigns, Leads, Opportunity, Contacts, Cases and Accounts depending upon user roles, and groups.

Work on Cloud Designer Tool for Visual workflow.

Work on Sales / Service cloud, Service Console (Classic & Lightening), Macros, Interaction Channels, CTI integration, etc.,

Work on Marketing Cloud - using, Audience Builder, Content Builder, Automation Studio, Journey Builder, etc.,

Implement various advanced fields like Pick list, Custom Formula Fields, Field Dependencies.

Develop Apex classes, Controller classes & Apex triggers for various functional needs in the application.

Evaluate Data entry, import processes, ensure proper data quality standards exist for the SFDC application and implement data migration.

Create various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report Folders to assist managers to better utilize Salesforce as sales tool and configured various Reports for different user profiles.

Assisted the QA team in designing the Test Plan and Test Cases for User Acceptance testing.

Handled a 7 people team.

Environment: Saleforce.com platform, Apex Language, Visual Force, Pages, Components and Controller, Data Loader, Process Builder, Workflow & Approvals, Reports, Custom Objects/ Tabs, Email Services, Security Controls, Eclipse IDE Plug-in, Sandbox data loading.

Classic Trio Inc., Toronto - April 2016 – Feb 2017 Salesforce Administrator / Business Analyst

Classic Trio provided strategy project handling services enabling enterprise scale adoption of IT resources and open source software (OSS). They undertook projects for delivering solutions in IT, including CRM to provide a common view to its clients across different business segments.

They also do consulting as they work with CEOs and top management teams. They research latent and emerging consumer demand, and applies the information to product, service and marketing innovation. They also apply their understanding of profitable demand to help its corporate clients develop and execute targeted business strategies to improve their revenue, primarily through the analysis of existing problems and the development of plans for improvement They deliver personalized consulting solutions to its clientele by establishing a single CRM system that will provide a common view of its clients across different business segments.

Responsibilities:

Interact with users to define, gather & analyze - business / technical requirements by engaging project stakeholders and gather requirements for SFDC implementation and document the BRD, FRD with the needs of the project.

Document as-is & to-be business processes and flows while identifying areas for opportunities to enhance efficiencies for Salesforce use.

Translate Business /Technical /functional requirements into Salesforce design & best practices to minimize the need for customization.

Worked closely with business process reviews.

Involved in SFDC Application Setup activities and customized the apps to match the functional needs of the organization.

Interacted with various business team members (JAD Sessions) to gather and document the requirements.

Use Rational Unified Process (RUP) to configure & develop process, standards, procedures & create Business Requirement Document.

Collaboratively work with team members/ developers/ test leads to design a solution that will meet the project’s business requirements.

Participate in meetings relating to the project including requirement sessions, system demos, user acceptance testing, and end user training.

Proficient in setting up field level access for each custom object created based on the user’s role within the organization.

Worked with field & page layout customization for the standard objects like Account, contact, Leads.

Experienced with customizing custom objects, tabs, fields, page layout as per the business need.

Expertise on migrating data from external legacy system into Salesforce application using Apex Data loader & CSV files.

Worked on Requirements gathering and project management for SFDC implementations in accordance with the needs of the organization.

Experienced in developing SFDC custom objects and work-flow business rules.

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

Developed and configured custom reports and report folders for different user profiles.

Experienced on implementing role hierarchy & sharing rules to configure visibility

Customized the Messages & Alerts on the Home page.

Qualified in implementing visibility rules established within Salesforce.com. The context user should only be able to view the campaigns which are visible to him via standard Salesforce UI.

Work on Marketing cloud, campaign using Content Builder, Automation Studio, Journey Builder, analytics Builder etc.,

Involved in client interaction for discussing the work flow and customization of page layouts.

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

Created company profile, set up new user profiles and define roles. Developed and deployed workflows wherever necessary.

Maintain system security, sharing rules, user access/ permissions and access settings.

Worked with various SFDC objects like Accounts, Contacts, Leads, Campaigns, Reports, Dashboards

Developed various Custom Objects, Tabs, Components and VisualForce Pages.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Work with the development team to implement Apex Classes, Controller Classes and Apex Triggers for various functional needs.

Work in Pardot for Visitor tracking, lead scoring & grading, lead assignment, forms & landing pages, email marketing & reporting.

Interacted with the SFDC premium tech support team on a regular basis.

Environment : Saleforce.com platform, Visual Force (Pages, Component & Controllers), Apex Language, Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in,

Charm Dragon Ltd., HK - August 2014 – Feb 2016 Salesforce Administrator / Business Analyst

They are a Company providing IT hardware, software and service proving company. They also diversified into offering world class expertise across a wide range of financial services from asset management to insurance and retirement solutions. The group provides market research information, needed to make integrated sales and marketing information accessible. They had partnered with largest providers of property and casualty insurance, The company sought to deliver a personalized insurance solution to its clientele by establishing a CRM system. The company needed a tool that will track and manage, leads and opportunities, and enhance organization wide knowledge sharing through efficient capture, reporting and management of key customer data. They chose Salesforce CRM Enterprise Edition to consolidate disparate systems and records into a single online repository of customer/ opportunity data.

Responsibilities:

Work with functional leads to transform and develop new requirements into design and implementation.

Derive Functional Requirement Specifications (FRS) based on User Requirements Specification (URS).

Design, develop & deploy Custom objects, Page layouts, Custom tabs, Components, VisualForce Pages to suit the needs of the application.

Customize the Dashboards to the track usage for productivity / performance of business and sales teams.

Customize tabs for use among different business user groups and service groups

Create profiles and configure the permissions based on the organizational hierarchy requirements.

Design and develop workflow rules, validation rules, and customizations within Salesforce.

Design, develop Apex Classes & Triggers, and link them to manage the workflows and Process Builder, implemented.

Implement S-controls to manage sales plan call sheets in Salesforce, capturing prep data and call activity.

Extend native SFDC reports to leverage custom fields to create meaningful reports and dashboards.

Involve with SFDC Premier Support and handle the support cases.

Administer and monitor the company’s Sales force CRM application and SF lightening.

Connect External data sources using SalesForce1 Lightening Connect (to avoid duplicating data and setting up integrations with external systems, besides accessing external data in SalesForce environment in Real-time, etc.,

Work in Pardot features - lead scoring & grading, automated lead assignment, lead nurturing, forms & landing pages, email marketing etc.,

Partner with SME’s to develop content,,positioning and messaging with context to product solutions, application development.

Implemented escalation rules, automatic case generation & escalation to call center reps. generated email alerts for quick issue resolution.

Implemented Workflows, Alerts, and Assignment rules.

Created tasks for users based on the workflows and Process Builder,.

Configured various Reports and Dashboards for different user profiles based on the need in the organization.

Created Report Folders to assist managers to better utilize SFDC as a sales tool.

Designed and implemented various Email templates for Auto-Response to customers.

Work on Cloud Designer Tool for Visual workflow and also on Lightening Process Builder.

Worked on Data retention by utilizing SalesForce Shield for Mitigation and Monitoring Risks, (Event Monitoring, Field audit trails, Platform Encryption (data Classification, Business Impact, Implementing & encrypting data).

Worked on Case Management. Also, handled support cases with the help of SFDC support involvement.

Training the end-users of the SFDC CRM application.

Environment: SFDC CRM Application Platform, Apex Language, Visual Force, Data Loader, Process Builder, Custom Objects, Tabs, Page Layouts, Workflows, Approval Processes, Email, Messaging, Dashboards, Reports, Eclipse, Sandbox, Production environment.

MillerInsurance Services - Feb.2014 – July 2014 MS Dynamic CRM Functional Consultant/ Trainer

They are one of the leading Insurance brokerage specializing in commercial insurance / reinsurance brokers operating at Lloyd’s, and with different worldwide locations. They already had a central system to provide a clear picture of the relationship with clients and prospects . Their EPD, data management and CRM was already being looked after by consultants and were being supervised for implementation and data migration. They had solution in place with a plethora of data relating to client information sources including Outlook address books, central contacts, sales etc., The requirement was for a MS Dynamic CRM functional consultant / Trainer for their staff to familiarize with MS Office Suite including but not limited to Outlook, Lync, etc., and to increase the user adoption more efficiently.

Responsibilities:

Worked directly with customer (B2B model) to understand the business problems and requirements of CRM strategy, which included presentations, demonstrations of the technology and meetings with the leaders of marketing and sales departments. Also Worked on applications, involving Quotes Management, Order Management to Account Management.

•Generated documentation of requirements (functional specification and coordination).

•Led training / education sessions for the stakeholders and staff (training material, guide/ presentations).

•Perform gap analysis and translate business requirements into application functional requirements

•Develop best practices and procedures to improve quality of deliverables and efficiency

•Support application implementation through requirements, deployment and support

•Customized solutions as per requirements using custom forms, views, entities, relationships,

•Developed Custom Dashboards to communicate information efficiently and in real time

STAPLES – EasyTech4 Business - Senior IT Sales Manager -IT Solution Selling – June 2011 – Dec. 2013

Use Rational Unified Process (RUP) to configure & develop process, standards, procedures & create Business Requirement Document.

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

Created company profile, set up new user profiles and define roles. Developed and deployed workflows wherever necessary.

Maintain system security, sharing rules, and access settings.

Worked with various SFDC objects like Accounts, Contacts, Leads, Campaigns, Reports, Dashboards, Tabs, Components and VF Pages.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Develop, implement, review, analyze business and strategic action plans to achieve Budgeted Targets in assigned territory.

Do opportunity identification, qualifying by effectively utilizing CRM Salesforce.com. Manage the lead generation pipeline and the Team by qualifying and driving opportunities into the funnel. Discuss results of weekly competitive analysis with the teams.

Provide clients with a portfolio of IT infrastructure technologies - including CRM software/ cloud based Solutions, DMS Solutions,

Resolve project escalations, review changes in a project viz., scope, schedule and expectations.

Manage 3rd party partners to define customer solutions (Hardware/software (EMR/EHR)), services and support.

Develop & maintain relationship with channel partners, suppliers, vendors and agents to work towards getting SME supports.

Manage teams of Project Manager, Technical Account Managers and Senior service Technicians with working relationships within groups.

Environment: Salesforce. Com Platform, Unified Modeling Language (UML), Rational Requisite Pro, MS Office, MS SQL,

SONY Of CANADA Ltd., ON - Asst. Manager, - CRM SalesForce /Product launch/ Development March 2002 – June 2011

Use Rational Unified Process to configure & develop process, standards, procedures & create Business Requirement Document, for CRM.

Create and set up new user profiles and define roles. Developed and deployed workflows wherever necessary.

Understand SDLC, SFDC requirements on objects like Accounts, Contacts, Leads, Campaigns, Reports, Dashboards, Tabs.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Maintain system security, sharing rules, and access settings.

KOHLI Business Machines, New Delhi, India General Manager, (Sales & Marketing) 1993 – 2002

Develop existing key markets as well as new markets, Sales Management through various marketing strategies, Provide sales support to the team, uncover and close new business opportunities. Submitting RFP’s and RFQ.

Manage teams of SR /customer service executives (14 in office face to face & 42 Call center based, SALES/ Management staff of 138 people).

Develop and maintain strong relationship with channel partners, suppliers, vendors and agents.

Research, analyze and maintain updated MIS (market Information system) to maintain and grow the market share.

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