Prasanna S Shetty

ad1g9d@r.postjobfree.com 781-***-**** LinkedIn

PROFILE SUMMARY

A seasoned IT professional with over 20 years of experience in Business Systems Analysis and Project Management, specializing in Salesforce Administration, Sales Cloud, Marketing Cloud, Analytics Cloud, and Customer Relationship Management (CRM). Proficient in managing the Software Development Life Cycle (SDLC) and utilizing Agile Methodology. Skilled in a range of tools including MS SQL, MS Project, MS Store, MS Suite, O365, Okta, Slack, Cyber Security, and Video Conferencing Platforms. Possesses over 5 years of hands-on experience in MS SQL, SQL, and server database management, along with extensive expertise in data validation, migration, and report generation for informed decision-making. Proven aptitude in User Acceptance Testing (UAT), executing test case suites, and verifying User Stories within Agile environments. Certified Salesforce Administrator with a strong track record of collaborating with both the Public and Government Sectors of the U.S.

CORE COMPETENCIES

Ability to maintain accurate and organized customer data within the CRM system, ensuring data quality and security.

Capability to identify and resolve technical issues and glitches within the CRM system promptly.

Ability to manage user profiles, roles, permissions, and security settings within the Salesforce ecosystem.

Proficiency in gathering and analyzing data to understand business needs and suggest solutions.

Skill in creating and modeling business processes to identify areas for improvement and optimization.

Ability to gather, document, and validate requirements from stakeholders and translate them into functional specifications.

Capability to identify business problems, propose effective solutions, and provide recommendations for process enhancements.

Ability to evaluate information from multiple sources, reconcile conflicts, and distinguish user requests from actual business needs.

Ability to ensure the accuracy, consistency, and reliability of data through rigorous quality checks and validation processes.

PROFESSIONAL SKILLS

Salesforce Platform Expertise

User Management

Workflow Automation

Customization and Configuration

Data Management

Integration and Deployment

CRM Software Expertise

User Support and Training

Customization and Configuration

Reporting and Analytics

PROFESSIONAL SUMMARY

Implemented 2 new Salesforce applications, including Customer Relationship Management (CRM) and Public Diplomacy Tools, alongside 1 Contact Management Database (CMD) application.

Orchestrated the deployment of Okta, a robust identity management solution, integrating it seamlessly with existing systems for enhanced security and unified user authentication.

Successfully streamlined communication and productivity by implementing and configuring Slack, tailoring it to the organization's needs for effective team collaboration and knowledge sharing.

Ensured a seamless migration and accurate integration of all contact data during the implementation of applications.

Actively provided valuable feedback during requirements gathering from stakeholders across multiple business departments.

Enhanced Salesforce Dashboards and Reports, designing them to precisely meet end-user requirements.

Proficient in Business Process Re-Engineering, Object-Oriented Designing, Unified Modeling Language (UML), SDLC Methodology (Agile, SCRUM), and Project Management.

Demonstrated adeptness in working and managing SQL server databases for data entry, storage, and report generation, facilitating management decision-making processes.

Automated business processes and improved data quality within the Salesforce environment through the creation of Salesforce flows.

Collaborated with the team to provide daily end-user support, addressing queries and issues through the #Salesforce Channel and internal Salesforce Request Tickets.

Meticulously documented and monitored identified system problems through resolution.

Hands-on experience in administration setup, including user management, security controls, and data handling, as well as role and profile creation.

Expertise in Salesforce security setup, encompassing Profiles, Permission Sets, Field Level Security, Role Hierarchy, and Sharing Rules based on organizational requirements.

Proficiency in data management, including data upload/cleanup using data loader, creation of Validated Rules, Picklist Values, and Lookup Filters to ensure data quality.

Strong understanding of environment management, release management, best practices, and deployment methodologies, coupled with experience in dataset handling, programming, querying, and report design.

Played a pivotal role in transitioning the Organizational Structure and Business Processes from traditional reporting database applications to a web-based system.

Successfully spearheaded changes to Business Processes, Systems and Technology, Job Roles, and Organizational Structure.

Proficient in Agile Methodology.

Advanced proficiency in video conferencing tools such as Zoom, Slack, WebEx, and Microsoft Teams.

Provided comprehensive hands-on training to team members for orchestrating virtual events/programs using various digital platforms.

Exhibited excellent interpersonal, collaboration, problem-solving, and critical thinking skills, coupled with exceptional written and verbal communication abilities.

Ensured transparent communication of team progress and successes to all stakeholders, fostering a strong sense of achievement within the team and beyond.

Demonstrated a self-motivated, cooperative, independent, and responsible personality, with a strong focus on delivering high-level customer service satisfaction.

Result-oriented, self-driven, and adept at working under pressure, with a keen appetite for learning new technologies, methodologies, strategies, and processes.

PROFESSIONAL WORK EXPERIENCE

U.S. DEPARTMENT of STATE, U.S. CONSULATE GENERAL

Office of Public Diplomacy and Public Affairs

Salesforce Administrator/Business Systems Analyst

Aug 2020 – Sep 2022

Led successful implementation and customization of the CRM system on the Salesforce platform, significantly boosting team productivity and improving customer experiences.

Acted as the Salesforce CRM Administrator for 200+ internal users, presenting regular metrics and dashboards to the leadership team every two weeks.

Collaborated with technical and functional teams in a matrix environment during the requirements gathering process.

Managed Salesforce.com user administration tasks, including access management, permission sets, role assignments, uploads, and data backups.

Provided comprehensive support for projects, including documenting business requirements, designing solutions, creating test plans, and coordinating user testing.

Collected user feedback from cross-functional teams, facilitating the evaluation and implementation of system enhancements.

Monitored data within CRMs and between integrations to ensure adherence to data quality standards aligned with business needs.

Generated reports and conducted data analysis to identify trends, assess performance, and offer actionable insights to stakeholders.

Maintained CRM(s) and integrations, ensuring their up-to-date performance and functionality.

Ensured data quality through ongoing analysis, record de-duplication, and process improvements.

Provided initial support to functional users, identifying and resolving issues or escalating them as necessary.

Designed and executed custom objects and advanced functionality as per the project roadmap and strategic initiatives.

Evaluated and integrated third-party solutions and app exchange packages based on project requirements and business requests.

Conducted training sessions and created materials to onboard and educate users about CRM system functionalities and best practices.

Coordinated with other departments to establish proper use, reporting, and processes for the CRM system.

Oversaw the implementation of the latest CRM system updates, releases, and patches for optimal system performance.

Ensured the creation and maintenance of documentation, support resources, and training materials to facilitate CRM adoption.

Offered initial system support for users, addressing technical tickets and requests promptly.

Escalated issues related to customization, upgrades, or new installations of applications.

Participated in beta testing of new reporting database applications using Tableau and Microsoft Power BI.

Orchestrated public campaigns for event management, tracking, and reporting.

Worked closely with application development teams to ensure functional integrity and successful project deliverables.

Proactively collected user feedback to continuously enhance the user experience.

Stayed updated with industry trends and best practices, introducing new ideas and tools to the team for present and future solutions.

Fostered high-quality virtual connectivity between the Consulate and the public, facilitating U.S.-India relationships through engaging educational and cultural programs that reached over 10,000 audiences.

(Note: Transitioned to retirement from government service and relocated to the United States as a Green Card holder.)

U.S. DEPARTMENT of STATE, U.S. CONSULATE GENERAL

Office of Public Diplomacy and Public Affairs

Database Administrator/Business Systems Analyst

Nov 2003 – Aug 2020

Successfully implemented Contact Management Database (CMD) and conducted comprehensive training for all stakeholders.

Acted as the primary systems administrator for the Contact Management Database (CMD) application, overseeing a user base of over 200 individuals.

Managed fundamental administrative functions, including user account maintenance and routine tasks such as field maintenance.

Collaborated with software developers and planners to redesign the system, providing valuable input for enhancing performance, resolving bugs, and incorporating new features.

Provided essential feedback during requirements gathering from stakeholders across various business departments.

Assisted end users in the cleanup of over 15,000 contact records within the contact database application.

Facilitated effective communication among users, vendors, and application development teams, serving as a liaison.

Developed new reporting capabilities and responded to ad hoc reporting requests as required.

Utilized SQL queries to test the integrity of data transferred from the source to the target.

Conducted comprehensive user training to enhance CMD application skills across the organization.

Oversaw and monitored data quality, structure, migrations, and integration within the CMD application.

Conducted regular internal system audits and prepared for system upgrades to ensure optimal performance.

Managed day-to-day administration, configuration, and troubleshooting of the CMD application.

Contributed to the development of long-term strategic goals focusing on maintaining high data quality and appropriate data use.

Provided technical support to end users, diagnosing and resolving application-related issues.

Constructed and managed actionable reports and dashboards to facilitate data-driven decision-making.

Proactively gathered feedback from users, continuously striving to improve the overall user experience.

U.S. DEPARTMENT of STATE, U.S. CONSULATE GENERAL

Office of Public Diplomacy and Public Affairs

Database Admin

Aug 1999 – Nov 2003

Entered new data into database systems.

Established and oversaw spreadsheet management.

Ensured data integrity through comparative analysis of multiple sources.

Maintained the accuracy of existing records within the database system through regular updates.

Generated and compiled reports.

Retrieved specific data upon request.

Conducted routine backup and security procedures for the database.

Documented, organized, and stored pertinent documents efficiently.

Undertook database maintenance tasks, including diagnostic tests and the removal of duplicate entries.

ADDITIONAL EXPERIENCE

Feb 1999 – Aug 1999: Database Administrator at Melrose Trading Co. Pvt. Limited, Mumbai.

Oct 1996 – Feb 1999: Programmer at Sumair Forex Limited, Mumbai.

Nov 1994 – Oct 1996: Data Entry Specialist at Rhythm House Pvt. Ltd., Mumbai.

EDUCATION

Degree: Masters in Information Systems Technology-Information Management

University: University of Mumbai, Mumbai

AWARDS

Certificate of Appreciation - August 2022: Recognized for dedicated service with the U.S. Government from August 1999 to September 2022.

Eagle Award - May 2022: Acknowledged for resolving multiple complex technical challenges during the Deputy Secretary's interview with Aspen Institute affiliate Jamshyd Godrej, influencing thousands of viewers with impactful policy messages.

Mission Honor Award - May 2022: Commended for sustained superior performance in advancing digital support for public engagement programs and demonstrating Mission-wide leadership during the transition to new Contact Management and Knowledge Management platforms.

Mission Honor Award - July 2021: Recognized for outstanding contributions to the design and implementation of the "Gender Equity in the Workplace" program in January 2021.

Customer Service Award - January 2021: Acknowledged for ensuring high-quality virtual connectivity between the Consulate and the broader public, fostering U.S.-India relations through engaging educational and cultural programs reaching an audience of over 10,000.

Eagle Award - August 2020: Honored for outstanding photography during President Donald Trump's historic visit to Ahmedabad, Gujarat, capturing pivotal moments reflecting the strengthening U.S.-India partnership.

Franklin Award - December 2019: Recognized for leveraging the media to elevate the positive profile of U.S. diplomatic efforts in Mumbai during an event highlighting the Post's 180-year diplomatic presence, emphasizing the positive trajectory of U.S.-India ties.

Trailhead Explorer.

Integration Management

Project Management

Communication Skills

Data Analysis

Business Process Modeling

Requirement Elicitation

Data Visualization

Risk Assessment and Management

Data Quality Assurance

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