Data Customer Service
Resume:
Pavan. M
***********@*****.***
PROFESSIONAL SUMMARY:
More than 8+ years of Professional Software Development Experience with strong designing and programming technical skills.
* **ars of extensive experience as a Salesforce.com CRM and Force.com platform as a developer and administrator.
Experience in SFDC Development in implementing Apex classes, Triggers, Visual Force, Force.com IDE, SOQL and SOSL.
Acquainted and well versed with CRM processes like Sales, Marketing, Customer Service and Customer Support, Business Processes and recommended solutions to improve their processes using SFDC.
Experience in realizing the business requirements to design on salesforce.com platform by designing the required entities like custom objects, creating the relationships/ junction objects like Master-Child, lookups, Entity Relationship data model, Pages, Classes, Interfaces, Workflows & Workflow rules, triggers, Email alerts and Business Logic.
Proficient in Data Migration from Traditional Applications to SalesForce using Data Loader Utility and Informatica On Demand.
Controllers & Triggers, Visual Force Pages, Custom Tabs, Custom Objects, S-Controls, Reports, Analytic Snapshots and Dashboards.
Experience in working with Salesforce.com sandbox and production environments.
Familiarity/working knowledge with Informatica and other data integration/migration tools.
Expertise in analyzing and documenting the workflows and functionality of existing systems.
Apex classes, HTML, CSS and JavaScript.
Experience in Salesforce for Outlook (SFO) product Outlook Connector.
Written SOQL and SOSL queries in Apex.
Experience with web-to-lead, Web-to case, Email-to-case.
Having good knowledge of all phases of SDLC with expertise in Requirement Gathering, Analysis, Designing, Development and Testing.
Experience in SFDC Integration using Web Service and Apex Programming, Salesforce.com Service Cloud expertise.
Have a strong understanding on Big Machines Integration with CRM systems like SalesForce.com, Oracle CRM using Informatica tool.
Have good understanding of Siebel CRM.
Ability to develop and effectively leverage relationships across an organization at all levels.
Self-motivated and capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations.
Excellent written and verbal communication skills to keep executive staff and team members apprised of goals, project status, and resolving issues and conflicts.
TECHNICAL SKILLS
SFDC
Apex Classes, Apex Triggers, Test Classes, Apex Custom Controllers and
Extension, Visual force (Pages, Components & Controllers), Validation Rules, Work Flows, Dashboards, Reports, Custom Objects, Force.com Eclipse IDE Plug-in,
Apex Web Services, Apex Explorer, Sandbox development and testing,
Apex Data Loader, Connect Offline, S-controls, SOQL, SOSL, Ajax Toolkit.
Eclipse, Apex Explorer, Offline Edition, App Exchange Data Loader, APIs,
Salesforce
Integration
Tools
Data Loader, Informatica, Jitterbit
Languages
Apex, C, C++, C#, Java, J2EE, .Net
Database
MYSQL, Oracle 9i, Oracle 10g, SQL Server
Web
HTML, XML, CSS, JavaScript, WSDL, Adobe Photoshop, Flash,
Dreamweaver, SOAP
Platforms
Windows NT/2000/XP Pro/Vista, Linux
Java
Technologies
Java, Servlets, JSP, JavaScript, J2EE
PROFESSIONAL EXPERIENCE
IBM, Piscataway, NJ Apr 2013 - PRESENT
ROLE: SALESFORCE.COM Dev/Admin
Responsibilities:
Worked as a member of the Salesforce development team perfoming the roles Developer and Administrator in the organization.
Conducted User requirement gathering sessions.
Designed, Implemented and deployed Custom objects, Page layouts, Custom tabs, Components to suit to the needs of the application.
Worked with roles profiles hierarchies and permission sets and groups extensively.
Responsible for setting up security model for existing and under-development projects.
Involved with multiple projects along with cross-functional teams.
Overridden Standard Opportunity with Visual force page using standard controller.
Real-time integration with cloud based systems like Quickbase and Service-now.
Worked with Expense department and set-up the Email-to-Case for multiple queues.
Configured Email-to-Lead for new prospective student from website
Created workflow rules and defined related tasks, validation rules, Auto-Response Rules, Approval process, email alerts and templates, and field updates Used Apex sharing for attachments with the email-to-case, accessible only to specific group of users.
Responsible for maintaining 3 production environments. Used change set and Eclispse IDE for deployment within each environments.
Manage Organizations database of records for all organization users.
Regularly perform database de-duping and cleanup procedures.
Create and maintain standard reports and dashboards - Maintain user roles, security, profiles, workflow rules, custom objects, custom fields and other system configuration options.
Manage ongoing support requests and administrative needs of users.
Develop reports, dashboards, and processes to continuously monitor data quality and integrity Training and Documentation.
Develop training plans, materials, and documentation for database users, keep materials up-to-date, coordinate new user and ongoing training sessions.
Demo to business users and cross functional teams for the application being developed and receive feedback for each sprint.
Created and maintained custom App for Client that helps in organizing annual reunion for the Alumni.
Conducted UAT and SIT
Involved in User training session and set up training environments and assisted in generating training material.
Environment: Saleforce.com platform, Force.com Sites, Apex, Visual force (Pages, Component & Controllers), Pages, Data Loader, HTML, Java, Java Script, CSS, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Sandbox data loading, Data Loader, Jitterbit, SF Explorer and Eclipse IDE Plug-in
SourcePRO Inc., Pittsburgh, PA Jan 2012 – Mar 2013
ROLE: SALESFORCE.COM Dev/Admin
Responsibilities:
Worked as enhancement team member and performed the roles of Salesforce.com Developer/Admin in the organization
Worked closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com (SFDC).
Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse.
Implemented web based case management automation – Web to Case (on Case Object) to track and solve customer’s issues.
Designed various WebPages in Visual Force for capturing various customer enquiries and Implemented logic for migrating cases to different queues based on the type of customer enquiry.
Designed, and developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.
Use SOAP and REST API for data integration and implementation.
Worked on various salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports and dashboards
Designed, and deployed the Custom objects, Custom tabs, Entity-Relationship data model, validation rules, Workflow Rules, Page layouts, Components, Visual Force Pages to suit to the needs of the application.
Customized page layouts for Opportunity, Contacts, and Accounts depending upon user roles, and groups.
Interpret Data, Analyze results and Develop reports.
Create dashboards, summaries and charts with focus on numbers and patterns.
Develop new and clean existing data by identifying data gaps to improve Data quality.
Acquire data from primary or secondary data sources to analyze and identifying patterns.
Create weekly Conference reports focusing on Registration Goals.
Use past data to forecast registrations and trends.
Work with management to provide insights on trends for Marketing and Finance.
Create Data interactive maps and Visual representations.
Set up MySQL server for integrating new data in to Salesforce.
Provide consultation and technical assistance to staff regarding data/database reporting needs Intern, Marketing Analytics.
Planned and performed analysis of e-support activities and/or functions and guides the subsequent design and implementation or improvement of existing esupport applications
Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com sObjects. Used it to read, extract, and load data from comma separated values (CSV) files.
Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
Worked in Service cloud environment and set-up partner and customer portal, knowledge portal, automation through web to lead etc..
Used .Net and Java for customized data integration.
Integration of third party tools and SFDC using Web services and API.
Used Dataloader and Jitterbit for integration.
Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
Performed Unit, Integration, Regression and User Acceptance Testing.
Defined documentation review cycles for the project and assign review tasks to the project team. Follow-up with reviews to see them through to completion.
Used J2EE to provide an API and to create enterprise software including web services.
Environment: Saleforce.com platform, Apex Language, Visual Force Pages, HTML, java,Java Script, Workflow & Approvals, Reports, Custom Objects, Email Services, Eclipse IDE Plug-in, Windows XP
Fidelity, Boston MA Oct 2010 – Dec 2011
ROLE: SALESFORCE.COM DEV
Responsibilities:
Performed a key role in building and planning the capabilities of the SFDC team.
Analyzed and suggested best possible ways out of the box for the stakeholder’s requirements in Salesforce.
Guided the CRM committee and senior stakeholders with a visual demo of all the suggested developments and proposed best possible alternatives.
Responsible for developing the improvements and enhancements from the demos and capable of converting requirements into high level documents.
Lead or contributed to all technical aspects of project development.
Worked closely with business partners to realize the full capabilities of Salesforce.com CRM.
Responsible for developing and maintaining the functional areas of data management, forecasting, accounts, leads, opportunities, dashboards and reports and any other customization required.
Experience in conducting Pre- production, Post-production and Developer Code review meetings before every release.
Worked on java framework to design the application.
Demonstrated experience in extensive data cleansing techniques.
Importing and exporting large volumes of data using Data Loader.
Created and managed complex workflow rules, data validation Rules, and system triggers for Opportunity, Accounts and so on.
Proficient in ANT packaging for deploying several profiles, triggers, classes, Visualforce pages and so on.
Worked extensively with the integration using Web Services and API.
Worked in Sales cloud environment and worked on case management, lead management etc..
Developed Record types for Electric and Gas Opportunities with different page layouts, for several profiles and gave production support for sales people.
Ability to work in a deadline focused, dynamic environment consistently producing deliverables within agreed upon timelines.
Wrote technical approach and design documentation supporting business need.
Worked on Standard objects like Accounts, Opportunity, Contact, Contract and custom objects Accts, Offers, credit Application.
Create custom web portal using Java and .Net to facilitate reuse of class code for creating and updating key components.
Experience in SFDC Development in implementing Apex classes
Wrote several Apex classes for creating clone button, Visual force for UI customized pages and S-control to override the New Opportunity button.
Prepared several Test conditions and worked closely with QA people for testing my developments and customizations, as there were no sales force testers in our organization.
Provided some Architectural solutions to the team, when they want to complete the second phase in the project .i.e. SFDC integrating with Loadstar Pricing and Billing applications.
Environment: Saleforce.com platform, Force.com Sites, Apex, Visual force (Pages, Component & Controllers), Pages, Data Loader, HTML, Java, Java Script, CSS, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Sandbox data loading, Data Loader, Jitterbit, SF Explorer and Eclipse IDE Plug-in
QVC, Chicago, IL Aug 2009 – Sep 2010
ROLE: SALESFORCE.COM Admin
Responsibilities:
Responsible for governing the application for not reaching the governor limits.
Worked in agile environment, as of solving the issues within deadlines.
Used Dataloader in testing the future events by exporting data, deleting data from production.
Wrote Apex triggers, Apex classes for the application wherever is needed.
Created mash-ups in the Account page layout for billing address field.
Conducted Transfer-knowledge sessions on Analytical snapshots.
Experience in implementing Apex classes
Created a custom wizard for users to create an opportunity related to Account and contact.
Used DBAmp for integration between SQL and salesforce, wrote several stored procedures for replicating all the Salesforce data.
Worked in Service cloud environment.
Embedded a Visual force page for force.com sites in order to display a static logo of our company.
Involved in several meetings on Data storage, suggestions on User interface and about Reports Dashboards.
Lead the integration team for integration of legacy database and SFDC using Web services through APIs.
Worked on various custom, standard objects like Accounts, opportunities, Contacts, Task objectives, Event/Hard routes and so on.
Interacted with SAP and Informatica team in making a back up of Salesforce data into SQL server.
Validated and conducted User Acceptance Testing on all applications.
Deployment of code from sandbox to production using Force.com IDE tool.
Performed unit testing for every written code.
Assisted App exchange for referring to several customized apps.
Environment: Saleforce.com platform, Force.com Sites, Apex, Visual force (Pages, Component & Controllers), Pages, Data Loader, HTML, Java, Java Script, CSS, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Sandbox data loading, Data Loader, SF Explorer and Eclipse IDE Plug-in
Softtech Ltd. Hyderabad, India May 07 – JUL 09
Role: Software Engineer
This is the development of e-Learning Portal. The goal is to simplify the user experience and information access, in support of the existing goal of providing online training for the student community.
Responsibilities:
Presented designs and concepts to Clients and the Management for review
Performed the validation and testing of the completed websites.
Responsible for web hosting and the installation of e-mails and forms
Developed Message Driven Bean components in Websphere MQ Series to manage the backend transactions and e-mailing (using JMS and IMAP)
Developed beans for business logic and utility packs mapping database entities.
Involved in analysis, design, development and maintenance
Developed Session/Entity Beans and deployed on Web sphere Application Server.
Involved in writing SQL queries and stored procedures.
Configured deployment descriptor specifying data environment
Documented, prepared help files, user guide and trained end users. Involved in Testing the Application according to test cases.
Education:
Bachelor of Technology - India.
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