Salesforce Com Customer Service

Mohammad Shaker

Salesforce Developer/Administrator (Vlocity)

Phone: +1-331-***-****

Email: ad5drt@r.postjobfree.com

Visa: GC

PROFESSIONAL SUMMARY

Around 9+ Years of experience in salesforce.com Administration/Development on force.com platform including analysis, modeling, design, coding, testing and implementation.

I am a Admin and Platform Developer 1 Certified Professional.

Excellent collaboration skills working with customers, cross functional teams and business stake holders. Ability to work in a Application Design and Development on Multitenant Force.com platform.

Analyzed Sales, Marketing, Customer Service and Customer Support business processes used by salesforce.com customers and recommended ways to improve their processes using salesforce.com.

Hands on experience in salesforce.com CRMintegration, developing and deploying custom integration solutions. Excellent skills in creating/troubleshooting/modifying Apex code and Visualforce pages.

Strong knowledge on Administration setup, Apex, Visualforce and experience with different SFDC development tools like Force.comEclipse IDEand integrationtools like Apex Data Loader, Import Wizard and Data Manipulation Language for data migration and management in bulk.

Worked on Vlocity, for 360-degree customer views, customer history feed, and complete policy information in simple, card- based formats, driving new business and renewals, and tracking producer credentials. Coordinated and transferred knowledge to the offshore team.

Experience in Apex coding to implement the complex business logic with in Governor Limits.

Developed test classes and test methods to ensure maximum code coverage in production instance.

Implemented and executed Debug Logs and System Logs.

Experience in developing client-specific solutions on force.com platform using Apex classes and Triggers, Visualforce, Force.comIDE, SOQL, SOSL

Developed Salesforce Lightning applications using Lightning components, controllers, and events and used custom CSS in the components.

Implemented Vlocity CPQ solutions for multiple clients, including requirements gathering, solution design, configuration, testing, and deployment.

Extensive experience in designing of Custom Objects, Custom Fields, Pick List, Role based Page Layouts, Workflow Alerts and Actions, Validation Rules, Approval Processes, Custom Tabs, Custom Reports, Report folders, report extractions to various formats, design of Visualforce Pages, Record Types, Dashboards, and Email generation according to application requirements.

Worked on designing and developing Lightning Community Builder and developed Lightning Components using aura framework.

Worked with team members for full-cycle projects, such as developers, to complete consulting projects on time, and deliver outstanding consulting services to salesforce.com clients.

Call Routing in Omni Channels.

Having Administration experience on CRM applications like data exports & imports, application support, Security Administration, Maintenance, and user&security management.

Strong experience in Agile and Waterfall methodologies.

Good understanding of SFDC implementations covering Sales Cloud, Service Cloud and App-exchange applications

Experience in web technologies like HTML, XML, CSS, and JavaScript.

Excellent Troubleshooting Skills and Problem Solving Capabilities.

Excellent written andverbal communication skills to keep executive staff and team members apprised of goals, project status, and resolving issues and conflicts.

Tenacity to resolve issues cross-functonality.

TECHNICAL SKILLS:

Salesforce Technologies

Apex Classes, Apex Triggers, Apex Custom Controllers and Extension, VisualForce (Pages, Components & Controllers), Validation Rules, Workflows, Dashboards, Reports, Custom Objects, Force.com Eclipse IDE Plug-in, Sandbox development and testing, Apex Data Loader, SOQL, SOSL, Dashboards, Analytical Snapshots, Apex Web service, Service Cloud,Field Service Lightning,VLOCITY,VLOCITY CPQ

Salesforce Tools

Force.com IDE, Force.com API tools (Data Loader), Force.com Explorer, Force.com Migration Tool, AppExchange

Languages Apex, C, SQL, HTML, XML, CSS

Java Technologies Java, JavaScript

Integration Tools Apex Data Loader,Omnistudio.

Other Tools Omniscripts,Omnistudio Data Raptor,Vlocity cards,Flex Cards. Lightning Experience

Development

Lightning Components (Aura Framework), Lightning Web Components (LWCs) CERTIFICATIONS:

Salesforce Certified Administrator

Salesforce Certified Platform Developer 1

WORK EXPERIENCE:

Client: LUMEN, Monroe,LA Oct’20-Present

Role: Salesforce Lightning Developer/Administrator (Vlocity) Responsibilities:-

Worked with the user group for requirement gathering throughout the planning and implementation.

Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes

Analyzing the current requirement process, identifying problems and making recommendations to improve the process.

Interacted with various Business User Groups (Sales and Ops) to gather the document requirements.

Responsible for automating the processes, development using Apex, Visualforce following the apex best practices

Experience working across various SFDC implementations that are covering Sales cloud and Service Cloud.

Successfully migrated the existing visual force pages to lightning by building advanced lightning components.

Resolve the Cases and support the team on urgent bases, implementation and working with real-timetroubleshooting.

Customized the Dashboards and Report to track usage of productivity and performance of business centers and their sales teams.

Conducted end-user training sessions and workshops to drive user adoption and maximize the value of Salesforce and Vlocity implementations.

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

Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com subjects. Used it to read, extract and load data from comma separated values (CSV) files.

Used Apex Data Loader to migrate data such as accounts, Products, Quotes and Forecast from different legacy systems.

Experience with Enterprise Integration tools.

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

Packaged and Deployed customizations from Sandbox to other environments using Migration Tool - ANT.

Contract life cycle management: configuring Agreements, Templates, Query Templates, Agreement Output formats, Agreement Protection, Agreement Rules, Configuring Wizard and Approval Management.

Developed robust lightning pages using aura framework and placed them on the community builder.

I configured product and pricing setup using Vlocity CPQ/Product consoles which include price ramps, Price Matrix, Price Rulesets, price list items, tiered pricing and asset pricing.

Setup a Omni channel with all routing configuration.

Supported ongoing maintenance and optimization efforts for Salesforce and Vlocity applications, including troubleshooting issues, implementing enhancements, and performing regular system audits

Provided user training, documentation, and ongoing support to ensure successful adoption and utilization of Vlocity CPQ by stakeholders.

Experience with Salesforce Industries (Vlocity) platform capabilities, including DataRaptors, OmniStudio, Integration Procedures, Calculation Matrices and Procedures, OmniScripts and Vlocity Data Model.

I also worked on Apttus Advanced Workflow approvals, Apttus order management, created agreement wizards, validation rules, contract templates.

Designed and implemented Flex Cards and Vlocity Cards to display dynamic information and enhance user experience within Salesforce Lightning and Vlocity applications.

Was solely responsible for writing web services using REST services to get real-time data from an external SQL database to show on internal visual force and lightning pages.

Follow modern Dev-Ops process using Git and Continous integration tools. Environment:Saleforce.com platform, Force.com API, Workflow & Approvals, Reports,Omniscripts,Omnistudio, Custom Objects, Custom Tabs, Email Services, Web services, Lightning Components,VlocityCPQ Visual Force, SalesForce.com Data Loader,Vlocity Cards, Security Controls, Sandbox, Eclipse IDE Plug-in, Dashboards,Flex Cards, Data Migration Tool,ANT. Client: Anthem, Indianapolis, IN Aug’18-Jul’20

Role: Salesforce Developer/Admin

Responsibilities:

Worked with Business System Analyst to provide recommendation and designed the Best Solutions for implementing new business ideas.

Building Complex and Reusable Components in Vlocity.

Provided user training, documentation, and ongoing support to ensure successful adoption and utilization of Vlocity CPQ by stakeholders.

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

Created many Lightning Components and server-side controllers to meet the business requirements.

Experience in aura framework, Lightning Components and Salesforce Lightning Design System (SLDS).

Created many Lightning Components and server-side controllers to meet the business requirements. Experienced in migrating the standard and custom objects in standard experience to lightning experience.

Created multiple Lightning Components, added CSS and Design Parameters that makes the Lightning component look and feel better. Leveraged APEX Controller to make a call for external requests to retrieve data from various API's and displayed them on to the component.

Integrated Vlocity CPQ with Salesforce CRM and other third-party systems to automate end-to-end sales processes and improve data accuracy

Implemented OmniScript solutions for various client requirements, including data capture forms, guided processes, and wizard-style interfaces to streamline user interactions.

Performed data migration from Microsoft CRM to Salesforce.com.

Developed DataRaptor data transformations and mappings to integrate external data sources with Salesforce and Vlocity applications, ensuring data consistency and accuracy.

Used Lightning framework to integrate with legacy systems like SAP, Microsoft and oracle.

Development, implementation and update focusing on Sales cloud and Service cloud.

Developed SharePoint site with number of pages and integrated with salesforce.

Developed various Custom Objects, Tabs, validation rules, Components.

Developed and deployed workflows and approval processes for custom objects for different request types as per the requirement.

Enhanced Apex Class and Visual Force Page to create a custom Related List, showing activities for selected contacts or clients.

Managed ongoing support requests and Administrative needs of users.

Integrated Salesforce CRM and the legacy system using Cast IronIntegration Systems

Worked on Salesforce.com Standard Objects such as Accounts, Contacts, Opportunities, Campaigns, Cases and Solutions.

Performed administrative tasks such as managing Accounts, Contacts and Cases, setting Workflows and Approval Process for approving new accounts and another business process.

Administered, Configured and maintained Salesforce.com application User Profiles, Roles, Assigning Permissions, Generating Security Tokens, Validation Rule and Upgrade Installation.

Created and maintained Reports and Dashboards to provide fast access to key business metrics.

Customized Chatter objects and tabs to view progress and discussion on business process.

Implementation of Apex Triggers, Apex Class for automation of the business process on Account, Contact, Opportunity and Custom Objects.

Built CTI adapters with Salesforce CRM call center uses to integrate with their Salesforce Softphone.

Implementation of Batch Classes, Scheduled Classes as part of the Business Requirement.

Wrote an Apex Trigger on Contact for cross-object field update for reporting purposes.

Integrated Salesforce.com with external systems like Oracle and SAP using SOAP API and REST API.

Visual Force Pages using Standard Controllers, Custom Controllers, Extension Controllers & Web Services API. Creating new User Interface using JavaScript, HTML and CSS in Visual Force Pages.

As an Administrator implemented various advanced fields like Picklist Fields, Master-Detail Fields, Custom Formula Fields and defined Field Dependencies for Custom Picklist Fields.

Case Assignment Rules to direct the case to appropriate group such as Stories & PCS Central Support.

Created and configured Email templates which were used by PCS Central users for approval processes and other field updates.

Used SOQL & SOSL for data manipulation needs of the application using platform database objects.

Worked on different Sandboxes for development & testing; Involved in migrating the code to production instance in installments using Change Set.

Involved in Test configuration Apttus within Sandbox environments to ensure that once users are granted access, all the aspects are fully functional.

Used Apex Data Loader to Insert, Update and Import data from Microsoft Excel into Salesforce.com. Environment: Salesforce.com, Apex Language, Visual Force (Pages, Component & Controllers), Custom Objects, Page Layouts, SOQL, SOSL, Sales Cloud, Service Cloud, HTML, Javascript, Jquery,CSS, Ajax, IDE, API, CTI Tool Kit, Cast Iron, Sandbox data loading, Security Controls, Eclipse IDE Plug-in, Reports, Dashboards, Sandbox, Windows XP. Client: Cigna health, Franklin Lakes, NJ Oct’16-Jun’18 Role: Salesforce Developer

Project Description: Cigna Health is one of the largest health services organisation in the United States. Through its affiliated health plans, companies deliver a number of leading health benefit solutions through a broad portfolio of integrated health care plans and related services, along with a wide range of specialty products such as life and disability insurance benefits, dental, vision, behavioral health benefit services, as well as long term care insurance and flexible spending accounts. Responsibilities:-

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

Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse.

Worked with various salesforce.com objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards.

Involved in data mapping and data migration from Oracle database to SalesForce.com objects.

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

Developed and configured various Custom Reports and Report Folders for different user profiles based on the needs in the organization.

Worked on GeoPointe application, took part in designing and developing the functionality in order to generate maps for Standard and Custom objects.

Created and deployed several Reports and Dashboards using salesforce.com platform.

Developed Apex Classes, Controller Classes and Apex Triggers in accordance with the governor limits for various functional needs in the application.

Developed and deployed workflows and approval processes for opportunities and products/ assets management.

Created and used Email templates in HTML and Visualforce.

Integrated the web services by generating the necessary stubs from the WSDL files for extracting the data from the home grown applications by using the home grown web services.

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

Interacted with the Salesforce.com premium tech support team on a regular basis.

Developed ETL mappings in Informatica for Integration between Salesforce and Oracle. Environment:Salesforce.com platform, Apex, Visualforce (Pages, Component & Controllers), Apex Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in, Workbench, HTML, Java Script, CSS, WSDL, SOAP, AJAX, MVC Design Patterns. Client: TD Bank, Cherry Hill, NJ Nov’14-Aug’16

ROLE: Salesforce Developer

Roles & Responsibilities:

Performed the role of SalesForce.com Developer and Administrator in the organization.

Migrated data using Apex Data-loader to centralize data and processes across different divisions that were previously using decentralized systems / databases.

Created multiple Lightning Components, added CSS and Design Parameters that makes the Lightning component look and feel better.

Involved in designing, coding, debugging, and performance analysis as well as being involved with customer deployments, partner product integrations and competitive benchmarking.

Created modern Enterprise Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.

Salesforce Apex development and related technologies on the Salesforce.com platform, such as web service endpoints, triggers, scheduled jobs, deployment, and packaging.

Development experience in any object-oriented language such as Java, C#, Python, or more Apex

Enterprise software architecture, object-oriented design and development.

Used Agile methodology of daily standups, story pointing, and sprint planning.

Working with product managers and business analysts to understand business needs and recommend technical approaches

Revision control, continuous integration, and repository best practices. Used Git, feature-branching, and Codeship.

The ability to communicate clearly in written documentation about desired functionality, technical design decisions, or application features.

Upgraded some Apps from Salesforce Classic to Lightning Experience to develop rich user interface and better interaction of pages.

Extensively used Data Loader for insert, updates, and bulk import for Accounts, Contacts, Leads and Opportunities.

Developed and configured Reports, Dashboards and Report Folders for profiles based on requirement of organization.

Worked on integration web services features like REST and SOAP APIs.

Updated the APEX Controller and Helper functions regularly making the Component Context Aware as per business requirement.

Always wrote test methods with code coverage of 85-100%.

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

Deployed and debugged Force.com application in Eclipse development environment using Force.com Eclipse IDE plug-in.

Designed various Webpages in Visualforce for customers to select a variety of services offered by the org and integrate them with the sales team.

Implemented the Standard Set Controller and its attributes to paginate the records in Visualforce Pages.

Developed interest plan template and automated outbound events using Apex Classes, Controller Classes and Apex Triggers in accordance with the Governor limits for various functional needs in the application.

Experience in working with Salesforce.com Sandbox and production environments.

Interacted and communicated with sales operation team, product management team and other stakeholders to gather the requirements.

Experience working with Scratch Orgs.

Environment: Saleforce.com platform, Apex, Visual Force, Data Loader, Workflow & Approvals, Reports, Dashboards, Custom Objects, Custom Tabs, Email Services, Sales cloud, Security Controls, Sandbox data loading, Data Loader, SQL, and Eclipse IDE Plug-in, Git-Hub, Feature branching, im, Code-ship, Sublime for coding, Hip-chat. Educational Details : Bachelors From JNTU University

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