Lakshmi Prabha

626-***-****, ad4nvr@r.postjobfree.com, Santa Clara, CA

Visa Status : Green card holder

Trailhead : Expeditioner - ad4nvr@r.postjobfree.com Linkedin : https://www.linkedin.com/in/prabhalakshmi/ Summary

● 4x Salesforce certified - Sales Cloud Consultant, Advanced Administrator, Platform App Builder and Administrator with 7+ years of experience in Salesforce.com platform.

● Business Analysis & Testing:

● Gathering business requirements from external/internal teams(Marketing, Deal desk, Field business partners, IT, Channels, Sales reps, Professional services, Sales Operations, Project).

● Documenting, creating user stories, designing scalable and effective solution, coordinate with IT architects and developers.

● Manage UAT, Go-Live and post production monitoring and support.

● Excellent knowledge in the Sales business process and Salesforce.com platform architecture.

● Managed salesforce integrated tools like Clari as an admin, Outreach.io as an admin, Hero Vivun, CRM Analytics.

● As a Salesforce Administrator has great experience building salesforce configurations and automations like workflow, process builder, flow, assignment rules, approval processes, custom objects, custom fields, formula fields, lightning pages, page layouts, record types, dynamic layouts etc.

● Communicate effectively with business teams & Salesforce/Clari users, training users.

● Manage software products vendors ( Salesforce, Clari and Outreach ) to benefit max from the products.

● Proficient in data analysis, visualizations(reports and dashboards), ETL, data migration using SOQL, SQL, dataloader, workbench, salesforce inspector, Excel.

● Sales application production support experience managing user queries/support requests from internal users.

● 9+ years of software development experience ( Agile & Waterfall ) participating in the complete SDLC process.

Skills

CRM/CPQ : Salesforce.com, Lightning app builder, Powerstrip Sales/Pre sales tools : Clari, Outreach.io, Hero Vivun Salesforce Tools : Dataloader, Workbench, Salesforce Inspector, Advanced Approvals, Changeset, Developer console BI Tools : SQL, SOQL, Tableau CRM, Tableau, MS Excel PM tools : JIRA, Asana, Github, Sharepoint, Zoom, Slack, G Suite Computer Languages : COBOL, Python, R

2

Work Experience:

Sep 2020 - Oct 2023

Riverbed Technology, SF, CA - Sales, Support and Process - Salesforce Administrator Sales cloud ~1000 users

Responsibilities:

Support the Sales cloud users related to -

Enhancements & Projects:

● Collaborate with various business stakeholders to gather / finalize the business requirements.

● Document the business requirements and convert them as JIRA user stories.

● Design/Translate the requirement into salesforce solutions.

● Analyze and provide new configurations & declarative code, enhance existing logic in SFDC and automation such as Workflow, Process Builder, Flow, assignment rules, approval processes, custom objects, custom fields, formula fields, lightning pages, page layouts, record types, dynamic layouts, apps, actions, custom settings, Email alerts, Email templates.

● Coordinate with IT team for design, development, UAT and implementation.

● Coordinate and communicate the implementation plan, status with the business stakeholder.

● Manage production deployment and change management.

● Work with training and enablement team to communicate changes to end-user community. User & License Management:

● New user setup/deactivation, roles, profiles, permissions, public groups, sharing & visibility to users based on their role and regions using OWD and sharing rules.

● Setup forecast hierarchy, Geo, Region changes and related changes in Salesforce & Clari.

● Manage the forecasting tool Clari in provisioning users, forecast settings, dashboard management, Quota updates, customize fields, filters, field grouping, formula fields.

● Internal audit on licenses, usage.

Production Support:

● Coordinate directly with Sales users, product vendors ( Salesforce, Clari, Outreach ), Marketing, Deal desk, Field business partners, IT, Channels, Sales reps, Professional services, Sales Operations, Project.

● Address user inquiries, troubleshoot issues to closure.

● Perform RCA on the issues and provide preventive solutions to ensure a smooth user experience. 3rd party tools integration & support:

● Supported integrations of 3rd party tools like Clari, Outreach.io, Hero Vivun.

● Clari Admin, Outreach.io Admin, support user requests related to integrated tools like Hero Vivun, Tableau CRM, Gainsight.

Data Management & Analytics:

● Ensure data quality using Validation rules, duplication rules, checking exception reports.

● Develop and maintain reports and dashboards to provide insights into key performance indicators.

● Assist in creating ad-hoc reports for management and stakeholders.

● Written efficient SQL/SOQL queries to pull complex Salesforce data for Sales leaders which was difficult through standard features.

3

Documentation & User Training:

● Manage ( create / amend ) documentation for sales business process changes.

● Provide training and support to Sales users and other users Nov 2019 - April 2020

Cloudera, Santa Clara, CA - Salesforce Administrator Service cloud ~2000 users

Responsibilities:

User Management:

● Setting up User Management, Profiles, Permission sets, Public groups, Security controls

● Issues - the root cause Analysis, provide feedback/ suggestion/ solution.

● Change requests - Requirement Analysis

● Maintained the Application using Page layouts, Views, Record types, Fields, Formula fields, Picklists

● Automated several manual processes using workflows, Process builders, Assignment rules, Apex classes

● Prevented data errors by creating validation rules, duplication rules

● Ensured proper communication/escalations of cases by creating/changing Email alerts, fine tuning their Email Templates, incorporated branding of new logo

● Saved team’s manual effort by performing bulk data loads, building complex SOQLs, Data Cleaning using dataloader/workbench

● Supported users in building new Reports/Dashboards, tune reports, fix access issues, schedule

● Coordinated with team, users and executed Change management, Release management activities using Changesets

● Communication - Announcing the global users regarding any change, train users; Reaching out to Salesforce desk for issues; Monitor, take action, report impact on Salesforce updates to team Mar 2019 - Sep 2019

SRI International, Menlo park, CA - Salesforce Administrator Sales cloud ~100 users

Responsibilities:

● Requirements gathering, Design

● Configuring the Lead, Account, Contact, Opportunity objects - creating custom fields, field level security, page layouts, record types, custom views, search layouts

● Created new custom objects, setup OWD, field level security

● Automated the Business processes using Workflows, Process builders, Validation rules, Duplication rules

● Created Profiles, User credentialing, User Assignment, Roles, Role Hierarchy, Public group

● Created, Setup up sharing settings for the public groups

● Trained users on the application

● Accounts, Contacts, Leads, Opportunities, Employee were loaded using Dataloader. Supported integrations from other databases

4

Jan 2016 - Jun 2017, Oct 2018 - Feb 2019

Scancom, UK - Salesforce Administrator

Sales cloud ~100 users

Responsibilities:

● Maintained and customized Salesforce.com scopes such as users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functions

● Automated Business processes using Lead conversion, workflows, assignment rules, approval process, process flows, validation rules, triggers, email alerts, email templates

● Create dashboards, reports for the sales teams

● Schedule jobs/ Monitoring

● Data Backup/ Cleaning and the historic data backed up as spreadsheets Jun 2011 – May 2014

Tandture Systems, Chennai, India - Salesforce Admin / Project Lead Client: Myoutdesk, USA

Sales cloud ~100 users

Responsibilities:

As a Salesforce Admin/Project lead, gathered business requirements from the client, planned, designed and ensured the project team developed quality deliverables, performed functional testing; following up to deliver the project as per agreed deadlines.

As a Salesforce Administrator,

● Developed/customized their billing, payroll applications

● Managed Users, roles, profiles maintaining the access levels for various users

● Created dashboards, reports, charts to visualize sales, billing and payroll data

● Created page layouts, tabs, views, workflows, apex triggers, apex classes, visual force pages, validation rules, email alerts, custom objects, fields

● Bulk Data loading using Data Loader

● Scheduled jobs/ Monitoring

● Integrated with third party Analytics packages like Google Forms, Google Analytics to view the visitors data Integrated with Docusign

2002 – 2011

Value Source Technologies (KBC Bank, Belgium) currently Cognizant Technology Solutions; HCL Technologies, Client - Deutsche Bank, Germany; Computer Science Corporation, Client - Sears Roebuck, USA - Software Developer Responsibilities:

Software / Business Requirements Gathering, Design, Coded COBOL Programs embedded with SQLs, Unit Testing, Process improvement, Production Support

5

As a team lead, I did Root Cause Analysis of defects, failed deliveries etc. and presented to the Management/Clients.

Education

1994 - 1998

College of Engineering, Guindy, Anna University, Chennai, India - Bachelors of Engineering

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