Customer Support Field Service

Keerthana

Lead Salesforce Adiminastor/ SFDC Developer

***************@*****.*** 732-***-****

Professional Summary

10+ years of overall professional IT experience with 8 years in Salesforce CRM platform as both a Developer and Administrator.

Experienced in Lightning Experience which includes the Lightning Web Components (LWC), Lightning Component Framework and involved in building Lightning Components using the aura framework and LWC.

Experience in designing and implementing MuleSoft APIs and integrations using Anypoint Studio, leveraging Mule components such as connectors, transformers, and routers to orchestrate data flow.

Experience in configuring and customizing Ncino's out-of-the-box features and modules to meet specific business requirements, such as Commercial Banking, Small Business Banking, and Retail Banking.

Experienced in incorporating Apex code within Visualforce pages to implement complex business logic and process automation.

Extensive experience in developing Apex Classes, Triggers, Visual force pages,Aura Components, and Flows, writing Workflows, Integration, Force.com API

Extensive experience in customizing Salesforce CPQ to meet business requirements, including configuring price rules, discount schedules, product bundles, and quote templates.

Proficient in Ncino, a cloud-based banking platform built on the Salesforce platform, for implementing end-to-end solutions to streamline banking processes.

Extensive experience in implementing CRM strategies to enhance customer engagement and retention.

Designed and implemented chatbot solutions within Salesforce using platforms like Salesforce Einstein Bots, enabling automated customer support and engagement..

Designing and implementing end-to-end field service solutions using Salesforce FSL, including scheduling and dispatch, work order management, mobile workforce management, and analytics.

Worked with SOQL, SOSL, Visual Force, Apex, Force.com Web Services API.

Expert in implementing security and sharing rules at object, field, and record level for different users at different levels of organization.

created API servicesfor data migration from legacy system to sfdcusing mulesoft(ESB)

Integrated Service Cloud with other Salesforce clouds such as Sales Cloud and Marketing Cloud to create a unified customer experience and streamline data flow across the organization.

Implemented Quote-to-Cash solution using APTTUS CPQ. Good understanding of the Apttus CPQ

Implemented data migration strategies between Salesforce and PostgreSQL databases, ensuring data consistency and integrity.

Implemented Zendesk Support and Zendesk Chat within Salesforce Service Cloud to provide omnichannel customer support, enhancing customer satisfaction and retention.

Hands on experience in using Force.com Web services API for implementing web services in the application for access to data from different users.

Established best practices for code branching, merging, and versioning within CI/CD workflows, promoting code stability and collaboration.

Hands on experience in writing and optimizing queries in SOQL.

Strong working knowledge of Salesforce Managed Package services like Financial Force (PSA) and Field service lightning (FSL).

Experience with Service Cloud, Sales Cloud, Marketing Cloud, and Heroku implementations.

Experienced in utilizing Angular CLI for scaffolding projects, generating components, modules, and services, and managing dependencies.

Familiar with development tools such as Eclipse, VS Code, and AppExchange.

Knowledge of various Apex coding languages including SQL, HTML, CSS, JavaScript, React, Angular

Strong understanding of Vlocity's architecture and best practices for customization, ensuring efficient utilization of platform resources and adherence to Salesforce development standards.

Knowledgeable about Salesforce Lightning Platform development tools and techniques for extending Manufacturing Cloud functionalities through custom Apex code, Visualforce pages, and Lightning components.

Proficient in Copado a leading Salesforce-native DevOps platform, facilitating seamless deployment processes and continuous integration/continuous deployment (CI/CD) pipelines.

Dept at integrating Salesforce with REST APIs, SOAP API, GraphQL, and leveraging tools like Informatica for ETL processes.

Developed a MuleSoft batch application to transfer transcript data from PeopleSoft into UAchieve.

Deployed code using copada to the next environments also used back promotion feature

Upgrade each MuleSoft application from 3.7.4 to 3.8.2

Utilized Database and HTTP connectors to read and write data in this application

Optimize and improve the overall runtime of Omniscripts, DataRaptors and Vlocity Integration Procedures using best practices.

Skilled in version control using Git and GitHub, project management with JIRA, and Agile/Scrum methodologies.

Good experience in developing salesforce.com Lightning Apps, Components, Controllers and Events.

Knowledgeable in implementing client-side validation and error handling using JavaScript and Apex in Visualforce pages.

Knowledgeable in unit testing Angular applications using Jasmine and Karma to ensure code reliability and maintainability.

Proficient in leveraging Vlocity Integration Procedures to integrate Salesforce with external systems, ensuring seamless data flow and interoperability.

Proficient in designing, configuring, and implementing Configure Price Quote (CPQ) solutions on the Salesforce platform to streamline sales processes and enhance quoting accuracy.

Proficient in MuleSoft anypoint API platform on designing and implementing mule APIs

Proficient in developing customized CRM solutions using Salesforce platform.

Proficient in MuleSoft Anypoint Platform for building integration solutions that connect Salesforce with various external systems, applications, and data sources.

Provided training and support to team members on Copado usage and best practices, empowering them to leverage the platform efficiently for Salesforce development projects.

Maintenance of CRM functionality implementing SFDC

Maintained database security and access controls in PostgreSQL to safeguard sensitive information and comply with regulatory requirements.

Customized Manufacturing Cloud to meet specific business requirements, such as creating custom reports and dashboards for monitoring production performance.

Creating chatbot Live Agent that can handle user chats in Natural Language (US English only), It can

handles scenarios like providing location of HP centers, Providing customer information about their

case status, warranty verifications, payment reminders, service registration and reminders etc.

Integrated with Salesforce live chat, Skype

Stayed updated with the latest releases and features in Marketing Cloud, participating in training programs and certifications to enhance skills and expertise in Marketing Cloud development and administration.

Customized existing Visual force to align with salesforce.com new Lightning UI experience.

Committed to delivering high-quality solutions and bringing a problem-solving mindset to ensure optimal Salesforce performance.

Excellent team player, self-motivated, quick learner and with good trouble-shooting capabilities.

Technical Skills

Salesforce Development

Salesforce Lightning, Apex (Classes, Triggers), Visualforce Pages, Lightning Web Components (LWC), Aura Components, Flows, Lightning Dynamic Forms, Batch Apex, Schedule Apex, SOQL & SOSL, Salesforce DX, Developer Console, Change Sets, COPADO, Salesforce CLI, Salesforce CPQ, Lightning Framework, Flow Orchestrator, Data Loader, Salesforce Governor Limits

Integration and APIs

REST APIs, SOAP API, GraphQL, Salesforce DX, Informatica, Web services

Front-end Technologies

HTML5, CSS3, JavaScript, React, Angular

Cloud

Sales Cloud, Service Cloud, Marketing Cloud

Data Integration and Transformation

ETL (Informatica), XML, XSLT, JSON

Language and Version Control

Java, Git, GitHub

Collaboration Tools

JIRA, Agile, Scrum, Eclipse, AppExchange, VS Code

Other Skills

Heroku, Field Services, Jenkins, ANT

Certification: platformDeveloper1/2

Education Details: Nalla Malla Reddy Engineering College

Course- Electronics and communications 2014

Work Experience

Client: American Eagle, CA

Duration: Sept 2022 - Present

Role: Lead Salesforce vlocity/ Lighting Developer

Responsibilities:

Led the implementation of Software Development Life Cycle (SDLC) methodologies, focusing on Salesforce Lightning, overseeing Lightning AURA Components, Flows, and Lightning Dynamic Forms.

Designed and customized Lightning Pages and employed Apex classes, Visual Force Pages, and Apex Triggers to enhance system functionality.

Design and Develop customer solutions in Vlocity, Visualforce, Apex, CSS, Javascript and other technologies

Designed, developed, and implemented custom solutions within Salesforce Marketing Cloud to meet business requirements and marketing objectives. .

Designed and implemented complex database schemas in PostgreSQL to accommodate various business requirement

Developed customizations and configurations within Vlocity applications to tailor them to the unique needs of the organization.

Developed MuleSoft batch applications to import Transfer Evaluation and GPA data from UAchieve into PeopleSoft system.

Design and develop very complex Mulesoft flows.

Developed solutions on the Force.com platform, strong understanding of Apttus Contract Lifecycle

Management (CLM) and Apttus Configure Price Quote (CPQ).

Designed and implemented custom Service Cloud solutions tailored to client requirements, leveraging Salesforce's declarative tools such as Process Builder, Flow, and Lightning App Builder.

Implemented Batch Apex and Schedule Apex for background processing and task automation, ensuring seamless system operations.

Implementation of Field Service Lightning capabilities from Project management to Work order to Service Appointment.

Implemented Service Cloud Communities to create self-service portals for customers, partners, and employees, enabling collaboration, knowledge sharing, and community engagement.

Implemented Copado solutions to streamline Salesforce development lifecycle, including version control, release management, and automated testing, resulting in improved efficiency and faster time-to-market.

Integrating the Chatbot with Salesforce live Agent in Services cloud.

Copada enabled a faster error-free releases with continuous intergration and Delivery(CI/CD) Technologies

Executed advanced SOQL & SOSL queries for efficient data retrieval and manipulation, optimizing data handling processes.

Experienced in unit testing Visualforce pages and controllers using Apex test classes and best practices to ensure code quality and reliability.

Experienced in integrating Manufacturing Cloud with other Salesforce modules like Sales Cloud and Service Cloud to create a seamless end-to-end solution for manufacturing companies.

Experience in using copada for deploying the code from sandbox to production

Experienced in developing data models, defining business rules, and configuring UI/UX elements using Vlocity's tools within the Salesforce environment.

Experience with building integrations between Salesforce and other systems using MuleSoft.

Expertise in implementing Ncino's loan origination, underwriting, and servicing solutions within Salesforce, automating workflows and approval processes to improve operational efficiency and reduce turnaround times.

Worked closely with cross-functional teams including developers, QA engineers, and administrators to optimize CI/CD processes tailored to Salesforce development environments.

Worked on Apttus CPQ configuration and integration and responsible creating TDDS, finalizing design &

Implementation on salesforce security model of access control and data visibility using uses roles,

profiles, permissions, public groups, queues, OWD, sharing rules etc

Managed data migration and manipulation using Data Loader, guaranteed data accuracy and integrity.

Migrated data from various existing CRMs being used including Saleslogix, InsideSales, and Zendesk to

Salesforce.com via Microsoft SQL Server Management Studio using Jitterbit Data Loader and the built in

Apex Data Loader

Employed front-end technologies, including HTML and JavaScript, to create engaging and responsive user interfaces.

Sr. Business Systems Analyst Primarily focused on Salesforce Managed Package Applications Field Service Lightning and Financial Force (PSA).

Drove deployment processes through Change Sets and COPADO, ensuring streamlined and efficient releases.

Applied expertise in data structures, modeling, and database schemas to optimize Salesforce system performance.

Utilized ETL tools, specifically Informatica, for efficient data integration and transformation.

Leveraged Marketing Cloud for targeted and personalized marketing strategies within the Salesforce environment.

Developed dynamic and responsive user interfaces using React and AURA.

Utilized Salesforce CLI and GraphQL for advanced customization and seamless integration.

Utilized Service Cloud Omni-Channel to intelligently route cases to the most appropriate agent based on skills, availability, and workload, ensuring prompt resolution and customer satisfaction.

Configured, priced, and quoted complex product structures using Salesforce CPQ.

Capable of integrating Angular applications with RESTful APIs to fetch and manipulate data.

Extended Salesforce capabilities and integration using Java-OOPS and Heroku.

Extensive experience integrating Zendesk with Salesforce, enabling seamless data synchronization and streamlined customer support processes.

Managed version control using Git and Ant Migration Tool, ensuring efficient code management and deployment.

Strong experience in Mule ESB (3.8, 4.0), Mule API, and Mule Anypoint Studio.

Implemented CI/CD pipelines using tools like Jenkins, GitLab CI/CD, or CircleCI to automate the deployment process for Salesforce applications.

Deploy teh mule flows to Mulesoft standalone server on linux cluster environment using MMC (Mule

Management Console).

Designed and managed complex business processes within Salesforce using Flow Orchestrator.

Implemented data transformation and integration using XML and XSLT.

Implemented and configured Manufacturing Cloud to streamline manufacturing processes and improve visibility into production operations.

Integrated Vlocity applications seamlessly with Salesforce CRM to streamline processes and enhance data management.

Utilized Salesforce DX and Developer Console for efficient development and debugging.

Implemented OAuth for secure and seamless authentication within the Salesforce ecosystem.

Utilized Eclipse and AppExchange for enhanced development capabilities and integrations.

Utilized Manufacturing Cloud to track production orders, manage inventory, and optimize scheduling for manufacturing facilities.

Utilized PostgreSQL features such as table partitioning and indexing to optimize database performance for high-volume transactions.

Strong understanding of CRM best practices and industry standards.

Provided technical guidance and support to marketing teams on leveraging Marketing Cloud features and functionalities, empowering them to create and execute effective marketing strategies.

Collaborated with teams using JIRA for Agile project management and Scrum methodologies.

Diagnosed and resolved issues with Apex, Visualforce, Lightning components, Flows/Processes, and Lightning page performance through effective debugging techniques.

Utilized Apex programming language to develop custom functionalities and business logic within Salesforce.

Designed and Client: Verizon, Montgomery, AL

Duration: May 2020 - Aug 2022

Role: Salesforce Marketing cloud Developer

Responsibilities:

Implemented Visualforce pages to create customized user interfaces tailored to business requirements.

Developed Lightning Web Components (LWC) and Lightning Components, enhancing user experience and streamlining processes.

Develop REST APIs using MuleSoft Anypoint API Platform.

Developed and executed marketing campaigns using Marketing Cloud's Email Studio

Developed customer management app for the customer services team to track client databases and

financial transactions by collecting requirement for the application of the Salesforce CRM with the

Customer Portal.

Demonstrated proficiency in leveraging the Lightning framework for building scalable and responsive applications on the Salesforce platform.

Customized objects and fields in Salesforce to align with business processes and data modeling requirements.

integrated Manufacturing Cloud with other Salesforce products to create a unified platform for managing sales, service, and manufacturing operations.

Developed custom solutions using Zendesk APIs and Salesforce Apex to automate data exchange between the two platforms, improving data accuracy and efficiency.

Experience in using source control Git, Copada & blue canvas. used visual studio code and Eclipse IDE

Integrated REST APIs to facilitate seamless communication between Salesforce and external systems, enhancing data exchange capabilities.

Involved in CPQ (Configure, Price& Quote) design and mapped to the Salesforce custom objects and

involved in Apttus Advanced Workflow Approvals.

Applied expertise in Service Cloud to optimize customer support processes and ensure efficient case management.

Building Complex and Reusable Components in Vlocity.

Migrating the Cisco Internal Resource Management applications into Salesforce Manage packaged Services like Professional Services Automation (PSA) and Field Service Lightning (FSL).

Employed HTML5, CSS3, Angular, and JavaScript to enhance Salesforce applications' visual aspects and interactivity.

Utilized point-and-click tools like Workflow, Process Builder, Approvals Process, and Flow Builder for declarative customization and automation.

Executed complex queries using SOQL and SOSL to retrieve and manipulate data for various business needs.

Implemented jQuery to enhance the client-side interactivity of Salesforce applications.

Leveraged Informatica for data integration and transformation, ensuring seamless data flow across different platforms

Knowledge of Ncino's compliance and regulatory features, such as document management, audit trails, and reporting functionalities, to ensure adherence to industry regulations and standards.

Knowledge of MuleSoft's monitoring and management capabilities, utilizing Anypoint Monitoring and Anypoint Management Center to monitor integration performance, troubleshoot errors, and manage deployments..

Worked with business process owners to understand their requirements for Salesforce Marketing Cloud application

Applied strong data modeling skills to design and optimize Salesforce databases for efficient data storage and retrieval.

Utilized Salesforce DX for streamlined development processes, including version control, testing, and deployment.

Implemented JSON for data interchange between Salesforce and external systems, ensuring standardized data communication.

Implemented Data Loader to load data from marketing cloud to servicecloud.

Integrated Copado with version control systems like Git to manage code changes effectively, enabling better collaboration, versioning, and code reviews within development teams.

Responsible to commit the Mulesoft code using bitbucket repository

Demonstrated expertise in working with Vlocity, a powerful industry-specific cloud software built on the Salesforce platform.

Logging teh requests and response passing through Mulesoft flows.

Familiarity with CRM data management, including data migration, cleansing, and deduplication.

Familiarity with MuleSoft best practices and design patterns for efficient and scalable integrations.

Skilled in configuring Vlocity Industry Cloud Apps, such as Communications, Energy & Utilities, Insurance, Health, and Government, to meet client requirements and streamline business processes.

Utilized Ant Migration Tool to deploy metadata changes across different Salesforce environments efficiently.

Managed version control using GitHub and integrated continuous integration with Jenkins for automated build and deployment processes.

Built marketing camping reports in Salesforce and utilize it as a main source of data to integrate with

marketing cloud.

Collaborated with cross-functional teams in an Agile and Scrum environment, utilizing JIRA for efficient project management and tracking.

Configured chatbot analytics and reporting within Salesforce to track key performance metrics such as chat volume, resolution rates, and customer feedback, enabling data-driven insights and continuous optimization.

Collaborated with Salesforce developers to design efficient data models and ensure smooth integration with PostgreSQL databases.

Successfully led CPQ implementation projects from requirements gathering and design to deployment and post-implementation support, ensuring timely delivery and customer satisfaction.

Client: Opula Software, India

Duration: Jan 2018 - April 2020

Role: SFDC Developer

Responsibilities:

Facilitated collaborative development on the Salesforce platform by working closely with cross-functional teams, including business analysts, testers, and senior developers.

Showcased proficiency in Apex, Visualforce, and Lightning Web Components (LWC) to deliver efficient and effective Salesforce solutions.

Trained vendors to use Content builder to build and maintain marketing cloud content

Integrating Salesforce with external systems using SOAP API expands the system's capabilities and connectivity.

Applied sound data modeling and Salesforce data architecture design principles to optimize system performance.

Developed Visualforce pages and crafted interactive user interfaces with Lightning Web Components (LWC) to elevate the overall user experience.

Design and Develop customer solutions in Vlocity, Visualforce, Apex, CSS, Javascript and other technologies

Familiar with best practices for data migration, system integration, and user training to ensure successful adoption of Manufacturing Cloud across the organization.

Leveraged SOQL (Salesforce Object Query Language) for precise data retrieval and manipulation, ensuring data accuracy and operational efficiency.

Implemented JavaScript, HTML, and CSS to customize Salesforce pages, enhancing the application's visual appeal and user interface.

Implemented personalized and targeted email marketing campaigns utilizing Marketing Cloud's segmentation and automation features to improve customer engagement and drive conversions.

Integrated custom HTML pages, AMP Script to capture Data directly into Salesforce using Marketing cloud Journey builders and mass email campaign blast.

Customized Sales Cloud for lead management, opportunity tracking, and sales processes, aligning the system with specific business requirements.

Optimize and improve the overall runtime of Omniscripts, DataRaptors and Vlocity Integration Procedures using best practices.

Conducted training sessions and provided documentation to enable internal teams to manage and customize chatbots within Salesforce, empowering them to leverage chatbot technology effectively for improved customer engagement and support.

Ensured a comprehensive understanding and optimization of Salesforce Governor Limits for streamlined code execution.

Utilized the Git version control system to manage code effectively and facilitate collaboration among development team members.

Employed Apex Data Loader for seamless data import and export within the Salesforce environment, ensuring data accuracy and consistency.

Building Complex and Reusable Components in Vlocity.

Proficient in developing and customizing Marketing Cloud solutions using Salesforce Marketing Cloud's suite of tools such as Journey Builder, Email Studio, Automation Studio, Audience Builder, and Contact Builder.

Performed fields mapping of Salesforce and Legacy CRM systems.

Performed Steel brick CPQ related configuration for product setup, approval matrices, approval rules,

process builders and flows

Conducted Gap Analysis on Vlocity Insurance Cloud functionality to shore up any process gaps between current and future state capabilities. Worked on Salesforce1 Platform to build Mobile App by enabling Lightning Components to make Lightning Application mobile and software analysis.

Actively involved in user training and adoption initiatives to empower sales teams with the knowledge and skills to leverage Salesforce CPQ effectively, driving productivity and revenue growth.

Applied Agile development methodologies, including sprint planning and daily stand-ups, to enhance the efficiency of the development process.

Conducted thorough unit testing to validate code functionality and maintain high-quality standards.

Utilized JIRA for logging and tracking bugs, tasks, and user stories, contributing to effective project management and communication.

Client: Nucleus Software, India

Duration: Sept 2013 - Dec 2017

Role: SFDC Developer/ Admin

Responsibilities:

Customized Salesforce.com applications to align with organizational requirements.

Defined Entity Relationship diagrams to illustrate data relationships within the Salesforce platform.

Developed Apex Classes, Controller Classes, Extensions, and Apex Triggers to enhance the functionality of Salesforce applications.

Implemented Force.com web service API for WSDL, enhancing communication capabilities

Created Visual Force Pages, Controllers, Visualforce Components, Custom Objects, Analytic Snapshots, Tabs, Tags, and Components to improve user interface and overall system efficiency.

Utilized sandboxes for thorough testing and code migration, ensuring the reliability of Salesforce applications.

Developed Visual Force pages for on-demand reports, enhancing the reporting capabilities of the Salesforce platform.

Conducted thorough information gathering, analysis, and documentation of functional and non-functional requirements for Salesforce.com CRM implementation.

Well versed with migration of Vlocity components using Data Packs and manage connected Orgs.

Utilized SOQL & SOSL with consideration to Governor Limits to optimize query performance

Configured and customized Service/Sales clouds to meet specific business needs.

Created web forms and implemented data processing in Salesforce.com using Web services API.

Collaborated with cross-functional teams including marketing, sales, and IT to gather requirements, design solutions, and deliver Marketing Cloud projects that align with business objectives and drive customer engagement and revenue growth.

Demonstrated proficiency in using Eclipse-based Salesforce.com IDE for development and deployment purposes.

Designed and implemented workflow rules for efficient process management.

Implemented Batch Apex, Future methods, and Schedule Apex to automate processes and improve system performance.

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