Service Cloud Case Management

Accomplished Technology Management professional with more than 20 years of experience

in the IT industry with 8+ years of experience in the Salesforce.com CRM space that includes Sales Cloud, Service Cloud, Experience Cloud, Administration, Development and Support. Comprehensive understanding of CRM business processes like Sales pipeline, Campaign Management, Lead Management, Account Management, and Case Management.

Expertise in Salesforce CRM Analysis and Implementation with a strong technical and Functional aspect. Extensive background in designing highly efficient end to end CRM Solutions for Sales, Service and Form.com with in-depth knowledge of Business across multiple domains.

SKILLS:

Strong understanding of Enterprise architecture principles and methodologies.

Experience with Client integrations, APIs, and development tools. Hands-on Web Services development experience with the Salesforce API (REST/SOAP/Bulk, etc.

Deep level understanding of the core Salesforce platform (Sales Cloud, Service Cloud, Community Cloud) with functional knowledge of the entire product suite, including, Integration Cloud, and App Cloud).

Proficient in developing Lightning Component (AURA/LWC), Apex, Visualforce, JavaScript, HTML, and CSS.

Hands-on Lightning, Apex, Visualforce, JavaScript, HTML, and CSS development experience

Hands-on Web Services development or experience with the Salesforce API (REST/SOAP/Bulk), etc.

Knowledge of data integration tools and experience integrating Salesforce with different business systems.

Data Management and Data Modeling.

Agile, Scrum and SDLC Methodologies.

Strategic Alignment of Technology Investments to match business initiatives.

Team leadership, development and mentoring (Domestic & Offshore)

PROFESSIONAL EXPERIENCE:

Hightower, Chicago, Illinois 2019 - 2023

Salesforce Consultant/Architect

Designed, configured and implemented Salesforce for Hightower to facilitate all Advisors Firm to use a single Salesforce instance by defining Profiles, permission set and role hierarchy.

Designing, Planning and Migration of over 20+ mergers and acquisition of different wealth management firm from their CRM like Junxure, Salentica, Microsoft Dynamic, RedTail, Tamrac and Salesforce Financial Cloud.

Lead the data mapping session for Object in scope for migration and worked with the subject matter experts to conduct field level mappings.

Developed portal for Advisors, Internal IT Request and Support and Human Resources on Experience Cloud by developing custom lightning component and custom workflow process for approval.

Developed a custom Project Management application using lightning component to provide capabilities for multiple teams to contribute to a project and be able to assign those tasks to multiple team members. Additionally create dependencies within those tasks and calculate the due date based on the length of the tasks.

Responsible for code deployment, testing and validation.

Trustwave, Chicago, Illinois 2016 - 2019

Salesforce Consultant/Architect

Lead the design and architecture effort to enhance and implement the Trustwave Sales process in Salesforce. This process is unique based on the region and the Product SKUs.

Define new Record Types and page layout based on the business classifications.

Developed custom Apex Code and Visualforce pages to integrate with Apttus for Quote generation and approvals.

Install, configured and customized Adobe Sign to seamlessly integrate with Apttus for electronic signature.

Integration with NetSuite using Boomi for Invoicing.

Setup scheduled jobs for Marketo to populate Leads.

Developed custom objects, code and triggers to implement Work Orders as part of the Trustwave sale cycle.

Designed and created process builder, workflow and approval process to translate and implement the sales cycle.

Implemented Security and Sharing rules at Object Field and Record levels for different users in the organization.

Migrated the team from Classic to the Lightning platform.

Nielsen, Chicago, Illinois 2015 - 2016

Salesforce Consultant

Architected and configured global Salesforce.Com implementation from legacy source systems to SFDC.

Mapped legacy system fields to Salesforce fields, both standard and where necessary custom

Conducted Requirements Gathering sessions to identify Current State, Stakeholders, Gaps and to address special processes that required customizations/enhancements.

Configured custom Apps, Profiles, Roles, Record Types, Page Layouts, Fields, Buttons, Sharing Settings, Reports, Dashboards, Sales Processes, Validation Rules, Triggers, Public Groups, Queues, OWD (Org Wide Defaults), Products, and Web-to-Lead.

Created and Loaded data (Accounts, Contacts, Leads, Opportunities, Opportunity Line Items, Products, Tasks, Users, etc.) into Sandboxes and Production for each conversion using the Apex Data Loader.

Implemented Visualforce pages, Apex Classes and Apex Triggers.

Designed Test Classes, Validation Rules, Workflow Rules and Email Templates

Work with business teams to complete acceptance testing and participate in integration testing.

Managed Packages and code deployment from Sandbox to Production environment.

Leading offshore development team, with daily interaction to ensure timely progress and delivery.

UPS Alpharetta, Atlanta 2012 to 2015

Senior Architect – Lead Consultant, Program Manager, Lead Developer

Working with the business to review and validate requirements.

Create functional and implementation design and work with the vendor to review and get approval.

Work with the vendor to evaluate the latest version of TeamSite 8.0, 8.1 and 8.2 beta release to identify gaps and bugs.

Work with the vendor product team to help replicate product defects and validation.

Help the client team with the installation and configuration of the server.

Working with the infrastructure team to design and implement the enterprise CMS architecture.

Working with vendor defining and designing Experience Studio templates making using of foundation and bootstrap

Working with the business and development team to design and develop components using Java Externals

Working with the business and development team to design and develop workflow.

Setting up and configuring LiveSite runtime and LiveSite Content Services to achieve

oCaching

oPerformance

oScalability

oFailover

Performed demo and lead training for business to introduce the latest version of TeamSite showcasing Experience Studio

Lead business training for the custom developed components and templates

Responsible for review and validation of the QA use cases and scenarios.

Train and educate the development team on building components, workflow, deployment, Targeting Rules and Forms Publisher.

Target Corporation, Minneapolis, MN 2006 to 2012

Senior Architect – Lead Consultant, Program Manager, Lead Developer

Client Objective: To bring Target.Com in house and re-platform the site to be able to deliver a foundational Target Online platform that enables them to control & develop the Guest & Brand Experience and deliver the most relevant and innovative experience in retail.

This project involved Integration between Content Management System (CMS), WebSphere Commerce (WCS) and Endeca (Search Engine).

The CMS Suite Included:

TeamSite, Search, OpenDeploy / DataDeploy and Virage MediaBin

The WCS Suite Included

WebSphere Commerce Server, Commerce Management Center and WebSphere Catalog

Led the efforts in shaping Target’s digital business growth beginning from ecommerce strategy and roadmap phase, towards driving the delivery and future state for Target’s multi-channel organization spanning across Technology and business.

Delivered in 18 months, $80 million Target.com re-platforming built using IBM WCS, Endeca & Oracle with 400+ strong engineering & testing offshore team leveraging an Agile-based methodology. Responsible for delivery of complete Target.com eStore (Product, Browse, Search, Checkout, Guest Contact, Item, and Ratings & Reviews) and business tools for Site Management & Content Management System. Managed the delivery, Quality, Scope, Process, financials with team members across creative, business consultants, engineering and QA.

TECHNICAL SKILLS:

Salesforce, Apex, Visuslforce, Adobe AEM, Adobe Campaign, TeamSite/Livesite, Microsoft .Net, Windows, Sun Solaris, SQL, Perl, JavaScript, jQuery, CSS, HTML, XML, Java J2ee, Servlets and JSPs

EDUCATION:

1989 – 1993

Florida Atlantic University – Boca Raton, FL

B.S. in Electrical Engineering/Computer Science

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