Customer Service Salesforce Com

RAMASUBBAIAH RANGOORU

Email: ad0q45@r.postjobfree.com

Phone: 940-***-****

linkedin.com/in/ramasubbaiah-rangooru-75493a252

PROFESSIONAL SUMMARY:

Having 9+ Years of IT experience with 5 years of experience in the Salesforce.com CRM space that includes Administration, and Support experience and 4 years in custom development using Java/J2EE.

Strong Knowledge in Salesforce Administration and Customization, Data Validation, Sales, Marketing, Customer Service and Support Development team.

Hands on working experience in Role Hierarchy, Custom Profiles and public Groups creation and user management.

Extensive experience in analyzing organization processes, converting business workflows into exact Salesforce.com workflows and configuring Salesforce.com to meet business requirements.

Hands on Experience in creating Custom Objects, Custom fields, Page layouts, Custom Tabs, Reports and various other components as per the client and application requirements.

Extensive business knowledge and customization experience on various salesforce. Com standard objects like Accounts, Contacts, Opportunities, Products and Price books, Cases, Leads, Campaigns, Forecasting, Reports and Dashboards.

Experience in Creating Roles, Profiles, Email Templates, Page Layouts, Workflows, Workflow Actions and Approval Process.

Coordinated and transferred knowledge to the offshore team.

Experience in creating detailed process documentation and deployment process on issues for Future Follow ups.

Excellent Leadership and Interpersonal skills, Team player with ability to work effectively with all levels of organization and individually as well.

Experience working across various SFDC implementations covering Sales Cloud, Service Cloud, Call Center, Chatter App-exchange applications.

Implemented Salesforce Development Cycle covering Sales Cloud, Service Cloud, Call Center, Chatter & App-exchange applications.

Worked extensively on Salesforce.com standard objects like Accounts (Person and Business), Contacts, Opportunities, and Cases.

Experience in complex handling APTTUS - Configure, Quote and Contract management application

On hand experience in creating executive reports for clear visibility of contacts and activities.

Developed exception reports and applied logic to create different reports to capture all exceptions for management to deal with.

Helped management with aging reports to make process run faster and understand time duration in different stages.

Experience in creating bucketing and formula fields as requested to achieve desired reposts for management.

Proficient in data migration using Salesforce Data Loader.

Conduct a comprehensive assessment of the existing ServiceNow setup, including workflows, data, customizations, and integrations.

Experience working on custom objects, custom fields, pick list, page layouts, validation rules, custom tabs, custom reports, report folders, report extractions to various formats, snapshots, dashboards, and email generation according to application requirements.

Worked on deployment and implemented CICD process from Sandbox to Sandbox and Sandbox to Production by using Git & GitHub.

Involved in data-mapping and migration of data to SalesForce.com Objects and fields.

Integrated Salesforce for Outlook.

TECHNICAL SKILLS:

Salesforce Technologies

SalesForce.com, Force.com, Sales Cloud, Service Cloud, LWC, Lighting components, CPQ, Apttus CPQ, Apex Language, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visual Force Pages/ Component, s-Control, Apex Web Services, Partner WSDL & Enterprise WSDL, Workflow and Approvals, Dashboard, Analytic Snapshots.

Salesforce Tools

Force.com IDE (Eclipse), AJAX Tool Kit, Force.com API tools (Data Loader), Force.com Explorer, Force.com Platform

ETL Tools

Data Loader, Salesforce-to-Salesforce, Apex- Explorer, Informatics.

Languages

Apex, C/C++, Java, J2EE, HTML, XML, CSS.

Database

SQL Server 2008, Oracle, MySQL.

Web

HTML, XML, CSS, JSP, JavaScript, WSDL, SOAP.

Tools

MS Office, Adobe Photoshop, MS Excel, Eclipse IDE.

EDUCATION:

Bachelors in Computer Science from Jawaharlal Nehru Technological University Hyderabad.

Masters in Software Engineering from Gannon University. Erie, PA.

CERTFICATIONS:

Certified Salesforce Platform Developer-1

Certified Salesforce Administrator

Certified Salesforce Sales Cloud Consultant.

WORK EXPERIENCE:

Client: Terminix, Dallas, TX. Nov 2021 – Till Date

Role: Salesforces Administrator

Responsibilities:

Administrated and monitored the company’s Salesforce CRM application. Created the workflows for automated lead routing, lead escalation and email alerts.

Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and Customer service.

Involved in creating gap analysis document, clearly identifying the data, business process and work flows of the organization with respect to salesforce.com implementation.

Developed and customizing salesforce.com application based on the user needs.

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

Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation, and formula fields to the custom objects.

Implemented Email-to-Case, Web-to-Case entry, and manual case entry for entering customer's cases in Cases Tab.

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

Used field level security along with page layouts to manage access to certain fields.

Created Reports, custom Dashboards for manager's home page and gave accessibility to dashboards for authorized people.

Experience in implementing security and sharing model.

Experience in querying Salesforce database using SOQL queries.

Created several roles, profiles, email templates and page layouts.

Created public groups and assign the user to the groups.

Install Salesforce AppExchange.

Planned the data migration strategy, including mapping data fields from ServiceNow to Salesforce.

Extracted data from ServiceNow and transform it into a format compatible with Salesforce.

Familiar with Waterfall and Scrum/Agile projects

Created Custom Objects and fields for transactional and contractual information.

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

Involved in requirement gathering of Salesforce implementation with various user groups and documented the requirements interacted with all levels of external and internal customers.

Participated in daily Scrum meetings for various data analysis tasks.

Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Leads, Campaigns, Reports and Dashboards.

Created custom Reports based on business need and associated them to Dashboard.

Customizing Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.

Experience in deployment using Git, GitHub & Change sets for CICD pipelines.

Environment: Sales Cloud, Service Cloud, Marketing Cloud Data loader and Data management, ANT Migration tool and Bamboo, sandbox, workflows, Custom objects, Reports and Dashboards, Partner Portal, Custom Profiles, Page Layouts, Security Settings, Data Sharing Rules, GitHub, Jenkins, SAP.

Client: NMDP, Pittsburgh (Remote). Sep 2020 – Oct 2021

Role: Salesforce Administrator

Responsibilities:

Created various Custom Objects and Custom Fields

Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Cases, Activities, Dashboards and Reports.

Implemented security settings, object level security, field level and record level security.

Extensively used Tab permissions, Record Type and Page Layout permissions

Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

Customized Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.

Developed Case Assignment Rules, Escalation Rule, Auto Response Rules, Email to Case, Web to Case

Create various custom objects, custom fields, picklists, page layouts, validation rules and custom tabs.

Created custom reports, report folders and Dashboard.

Create Test Scripts based on the Business Requirements Specification documents.

Provide estimates for test design and execution work.

Involve in reviewing test results and bug fixes after each deployment and update the test scripts as needed.

Help business users in carrying out the User Acceptance Testing

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

Executed various levels of Unit, Integration, User Acceptance testing using test cases to prove that system conform to specifications of business and quality requirements.

Handled different Integrations with other platforms, like CTI Integration.

Implemented Cast Iron for Data Migration with XML and XML schemas. Websphere cast iron V6.3 was used where REST, JSON data was read and write to handle JSON data.

Created Workflow Rules, Workflow actions and time dependent actions.

Configured Validation Rules based on business requirement.

Implemented pick lists, dependent pick lists, lookup, and master detail relationships.

Managed all new user set-ups and deactivation, including following approval process and transferring ownership of account/contact/opportunities for deactivated users.

Created various Reports and Dashboards based on company's requirement.

Configured and integrated Salesforce for Outlook

Worked on deployment and implemented CICD process from Sandbox to Sandbox and sandbox to production by using GitHub.

Arranged weekly webinars and trained end users to use SFDC application.

Environment: Saleforce.com platform, Sales Cloud, Marketing Cloud, Apex Language, Visual Force (Pages, Component & Controllers), Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, GitHub, Jenkins, Windows Vista.

Client: Bain Capital, Boston, MA. July 2019 – Aug 2020

Role: Salesforces Developer/ Administrator.

Responsibilities:

Worked on creating and maintaining various support cases and business processes on SFDC Chatter Plus.

Interacted with various business user groups for gathering the requirements for salesforce.com CRM implementation.

Worked with various salesforce.com Objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.

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

Maintained user roles, security, profiles, and workflow rules wherever necessary.

Defined lookup and master-detail relationships on Objects and created junction Objects to establish connectivity among Objects.

Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.

Migrated Accounts, Leads, Contacts, Opportunities, and sales data from external systems into SFDC.

Developed Apex Classes, Controller Classes, Standard Controllers, Custom Controllers, Controller Extensions, and Web Services API and Apex Triggers for various functional needs in application.

Migrated data from external sources and performed insert, delete, upset, export operations on millions of records.

Involved in integration of Salesforce CPQ/CLM with third-party domain (AEM) using web services supporting team to implement the ecommerce functionality.

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 custom Objects.

Worked on Sales Cloud Implementations along with CPQ/CLM functionalities.

Developed Workflow Rules, Time-Dependent Workflow Actions, Email Alerts and Field Updates.

Developed client-specific solutions on Force.com platform using Apex, Visual Force, Process Builder and Visual Flows.

Worked with Data loader for loading attachments into salesforce.com, related to Objects like Accounts, Contacts, Opportunities, and Activities.

Created and maintained User Roles, Security, and Profiles that was required for Salesforce Knowledge implementation.

Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Pages, Data Loader, S-Controls, HTML, Java Script, Apex Triggers, Web Services, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading.

Client: Abbott – Austin, TX, USA. May 2018 – June 2019

Role: Salesforce Administrator.

Responsibilities:

Performed roles of Salesforce Configuration and Administrator.

Created relationships using Lookup and Master-detail among custom and standard objects and created junction objects to establish many-to-many relationships among objects.

Created various Formula, Rollup Summary Fields, Record types, Page Layouts, Search Layouts, Related lists, List views, Custom tabs, apps, Custom Links, Custom Buttons and Actions on a record detail and edit pages.

Work with development team in resolving the issues.

Created the Validation Rules, Approval Process, and workflows for automated lead routing, lead escalation, and Email Alerts.

Managing user access, profiles, roles, and permissions within Salesforce.

Customizing and configuring Salesforce to align with business requirements and processes.

Creating and maintaining custom objects, fields, layouts, and record types.

Setting up and managing workflows, approval processes, and assignment rules.

Creating and managing email templates, reports, and dashboards.

Created Workflow rules, Approval process on various objects to automate actions Email Alert, Field Update, Creating task, outbound messaging, and time-dependent actions.

Created custom pipeline report and other reports for different business users using tabular, summary and matrix reports and dashboards.

Environment: Saleforce.com platform, Apex Language, Triggers, Visualforce, SOQL, Change Set, Data Loader, Force.com, Workflows-approval, Custom objects, Custom tabs, Email service, Html, Web service, Sharing Rules.

Client: AXA Insurance, Syracuse, NY. Mar 2016 –April 2018

Role: Java Developer

Responsibilities:

Integrated components like partial triggers, calendar, and action/value change listeners with JSF to enhance the front-end GUI layout.

Developed additional UI components using JSF and implemented asynchronous AJAX communication (jQuery) for a rich client experience.

Created user interface screens using JSF 2.0 and utilized Prime Faces component library.

Customized components in XHTML pages using RichFaces.

Tested web services using SOAPUI and Web Service Explorer

Implemented SOAP-based web services for exchanging XML data between applications over HTTP.

Developed XSL transformations for converting and comparing SOAP and simple XML data. Created SOAP web services for retrieving information from third-party systems.

Implemented business logic using servlets and simple Java Bean components for various system modules. Established database connections using JDBC.

Provided overall system support and maintenance services, including defect fixing, feature enhancements, testing, and documentation.

Utilized CVS for version control management and Maven for the build process. Deployed applications on Tomcat server.

Client: Capital One, VA, USA Feb 2014 – Mar 2016

Role: Java Developer

Responsibilities:

Developed and performed unit testing for the Staffing Request module using Struts framework.

Prepared an architectural prototype to validate the architecture and establish a development baseline.

Participated in system design and development using Core Java, including working with Collections and multithreading.

Created JUnit test cases and implemented user input validation using regular expressions in both JavaScript and server-side code.

Designed and developed a Next Generation IP sharing system, enabling engineers to share their intellectual properties worldwide. Implemented WSO2 API gateway/management, SSO using SAML2 and OAuth, and deployed WSO2 and Air Watch Mobile Device Management on an enterprise scale.

Utilized AWS Cloud platform and its various features, including EC2, VPC, AMI, RDS, SES, S3, Route 53, IAM, LDAP, Cloud Formation, Cloud Front, and Cloud Watch.

Worked on the Global Claims Initiative (One Claim) web application, serving multiple lines of business and countries.

Involved in the entire lifecycle of the application, from POT phase to initial release for UK Auto, and contributed to three major releases over a period of two years.

Configured queues and topics on the JMS (Java Message Service) of the JBOSS server.

Developing, testing, and maintaining high-quality Java applications based on business requirements.

Writing efficient, reusable, and scalable code using Java programming language and related frameworks.

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