Salesforce Com Service Cloud
Resume:
SUMMARY:
Salesforce Certified consultant with * years of experience in Salesforce Sales Cloud and Service Cloud.
Have good work experience on Salesforce Classic, Salesforce Lightning, and Lightning App Builder.
Creating Custom Objects, Custom fields, Standard fields, Formula fields, Page layouts, Custom Tabs, Standard Tabs, Reports, Dashboard, Workflow, Process Builder and Email Templates.
Experienced with Salesforce CPQ applications, including configurator, product rules, price rules, advance approvals and dynamic options.
Experienced performing data loads – ideally with Demand Tools/Data Loader/Work bench
Extensive business knowledge and customization experience on various salesforce.com standard objects: objects: Leads, Accounts, Contacts, Opportunities, Reports & Dashboards.
Gathered information from various sources and evaluate them according to the client’s need.
Experienced in analysing business requirements, Understanding Entity Relationship diagram and implementing them to Salesforce Custom Objects, Junction Objects, Master-Detail relationships, Look-Up relationships.
Experience in Administration, Configuration, Implementation and Support on Salesforce.com platform.
Designed custom formula fields, field dependencies, validation rules, workflow rules and approval processes for automated alerts, field updates and email generation according to application requirements.
Customized page layouts, search layouts, custom links, related lists and other components on a record detail and edit pages as per the business needs.
Worked on various Salesforce.com standard objects like Accounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Reports and Dashboards.
Strong knowledge on Service Cloud concepts such as Knowledge, Case Management, and Live Agent Chat.
Good experience in implementing Sharing rules, permission sets, Field level Security, and Record-level Security.
Experience in build and deployment automation using MS Build, Team Build, Ant, Jenkins.
Experience with DevOps / CICD (Continuous Integration, Continuous Deployment) utilizing tools, such as but not limited to: Jenkins, Ant, Maven.
Excellent understanding of Software Development Life Cycle(SDLC) and Software Testing Life Cycle(STLC) its modelling techniques like waterfall and Agile methodologies.
Strong knowledge in developing web applications using HTML, CSS, JavaScript, and JQuery.
Manage User accounts, Profiles, Permission sets, Roles.
SKILLS:
Salesforce Technologies: Apex Language, Apex Classes/Controllers, Test Classes, Apex Triggers, Visualforce (Pages, Component & Controllers), Standard objects, Workflow & Approvals, Apex Data Loader, AppExchange Products, Reports, Dashboards, Force.com IDE, Eclipse, SOQL, SOSL, and Testing, Sales cloud, Service cloud., CPQ (Steelbrick)
Salesforce Tools: Force.com Eclipse IDE Plug-in, Force.com Explorer, Offline Edition, Force.com Platform, Sandbox and Production, Data Loader, GIT, ANT, Jenkins, JIRA
Languages: C Language, Oops concepts
Tools: Eclipse IDE
Application/Languages: MS Office, MS Project, MS Visio, SQL, SOQL, SOSL and Java scripts
EXPERIENCE:
Tessco technologies, Hunt Valley, MD (Full-time) Sep’21 – Jan’24
Salesforce Administrator/ Business Analyst
Tessco is a value-added supplier of wireless communications products for network infrastructure, site support, and fixed and mobile broadband networks. The company has over 40 years of experience serving thousands of customers from integrators to end users, major carriers, governments, and more.
Responsibilities
Led a team of three direct reports as the Team Lead and Level 3 Manager, overseeing day-to-day queue management of Salesforce incidents across the organization.
Orchestrated issue management and resolution, providing regular updates to senior management.
Administered and monitored the Salesforce CRM application, driving process definition, design, and implementation of lead management processes. This included designing custom workflows for automated lead routing, escalations, and event-based email alerts.
Facilitated business process requirements workshops, collaborating with various stakeholders to document business requirements across order management, customer service, sales, and marketing.
Coordinated with Business Users and Pricing team to gather requirements for CPQ implementation.
Managed production releases and schedules using changesets, in addition to overseeing sandbox refreshes.
Implemented robust data security measures encompassing access management and role-based security, ensuring comprehensive protection of sensitive information within Salesforce.
Worked on projects implementation using software development methodologies like Agile and Scrum methodologies, mainly to allows teams to independently work on features which resulted in higher development productivity and lower number of regression issues.
Supported more then 3000 users in the implementation of the service cloud and sales cloud.
Demonstrated proficiency in Lightning App Builder, configuring app pages, home pages, record pages, and dynamic page layouts.
Spearheaded end-to-end reporting efforts, creating custom reports and dashboards for internal teams and management.
Developed and maintained custom objects and fields within the Salesforce data model.
Implemented process enhancements through automation, leveraging workflows, flows, approval processes, and escalation rules.
Configured Service Cloud setup to streamline case handling, including auto-response emails, assignment rules, and auto-response rules. Additionally, defined page layouts and record types.
Managed Sales Cloud functions, including lead management, account management, campaign tracking, opportunity management, case management, and activity tracking.
Oversaw master data management processes, facilitating mass data updates, imports, and exports using Apex Data Loader. Additionally, led data migration initiatives from SQL Server databases to Salesforce.
Orchestrated the testing process, including devising test plans, creating test cases.
Managed the testing process including devising test plans, creating test cases, establishing testing protocols and appropriate testing environments and coordinating testing.
Environment: Salesforce.com platform, analytics studio, CRM, Data Loader, Workflow rules; Approvals, Email Services, Security Controls, Sandbox Data loader, Lightning, Windows, Jitterbit, Jira and Copada, Agile methodology, SDLC Process, Gathering requirements, Salesforce CPQ
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Anthem Inc, Indianapolis, IN (Remote) Jan’19 – Aug’22
Salesforce Administrator
Responsibilities:
Support sales executives by addressing their tickets related to Salesforce queries.
Interacted with various business user groups for gathering the requirements for Salesforce.
Implemented and documented the Business and Software Requirements.
Took part in a DevOps scrum team to support both packaged applications and hosted applications on platforms such as Rackspace.
Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs.
Worked with various salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports and Dashboards
Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
Working experience with the Git version control system, and related workflows.
Created test scenarios on Sandbox environment, created packages and moved it between Sandboxes and Production environments to place final implementations.
Created and managed User Roles, Profiles, and Role Hierarchies, Public Groups, Security Controls and Shared Settings.
Defined Workflows and setup Workflow Rules, Tasks and Alerts and created Workflow Approvals.
Customized Applications, Page Layouts, Lookup Fields, Standard Related Lists, Tabs, and defined dependent Pick Lists.
Experienced performing data loads – ideally with Demand Tools/Data Loader/Work bench.
Environment: Salesforce.com platform, wave analytics, Apex Language, CRM, CPQ, Apttus CLM, Visual Force, Pages, Data Loader, Workflow & Approvals, Email Services, Security Controls, Sandbox Data loader, Eclipse IDE, Lightning, Windows.
J.P. Morgon Chase, Columbus, Ohio Feb’16 – Dec’18
Salesforce Admin
Responsibilities:
Helped and support 80 users on Salesforce Sales Cloud Lightning Platform.
Daily Stand-up meeting.
Created Roles, Profiles, Groups and Permission Set.
Created New users and assigned those users to Roles, Profiles, and Permission Set.
Supported Users on Standard Objects like Leads, Accounts, Opportunities and Contacts.
Experienced performing data loads – ideally with Demand Tools/Data Loader/Work bench
Created Custom Fields, Validation Rules, Formula Fields on Standard Objects.
Created and Edited Page Layout based on the Record Type or Profiles.
Created Workflow, Process Builder, Approval Process for Business requirement.
Created Email Templates, Email Alert, Field Update, Tasks and Outbound Messages.
Created Reports on how Leads populate into Opportunities.
Do Testing in Sandbox and then move to the Production by using Change Set.
Helped IT Team setup Okta with Salesforce for Single Sign on.
Fixed Lightning Platform Browser Issue.
Environment: Saleforce.com platform, Apex, Visual force, Controller extensions, Data Loader, HTML, Workflow & Approvals, Reports, Cases, Custom Objects, Custom Tabs, Email Services, Security Controls, Cast Iron, Sandbox data loading, Eclipse IDE Plug-in, Sandbox Test, Oracle and windows..
Walgreens, Deerfield, IL June’14 – Jan’16
Salesforce Administrator
Responsibilities:
Troubleshoot, resolve, escalate, and track system issues.
Provision user accounts, manage user licenses and permission set assignments.
Handle inbound user requests and respond to them in a timely manner in our Jira ticketing system.
Perform customization of objects, fields, record types, page layouts, validation rules, workflows, process builder, email alerts, approval processes, list views, reports and dashboards.
Support QA efforts during implementations and rollouts of new system features.
Support installing and managing apps from the AppExchange.
Assist with data imports, exports, and updates using Data Loader.
Create and maintain thorough, up-to-date, functional and technical systems documentation.
Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects. Used it to read, extract, and load data from comma separated values (CSV) files.
Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
Maintenance of installed Managed Packages in Lightning using Apex. Experienced in using Data Migration tool called Data Loader.
Visualforce Pages for Lightning Experience, Alternates for Java Script Codes, Sharing Visualforce pages between Classic and Lightning.
Used field level security along with page layouts in Lightning to manage access to certain fields.
Implemented the Web Services through WSDL in the Salesforce.com for outbound messaging.
Worked on Integrating SAP and Salesforce systems using SOAP and REST API's.
Involved in daily stand-up meetings, Scrum. This resulted to bring good solution to the business requirement.
Involved in setting up custom interaction logs for service cloud console.
Environment: Saleforce.com platform, Apex Language, Visual Force Pages, Custom Component, Custom Controllers, Workflow & Approvals, Custom Objects, Custom Tabs, Page Layouts, Email Services, Security Controls, HTML
KPMG, Chicago, IL Aug’13 – May’14
Salesforce Consultant
Responsibilities:
Worked with Sales Rep, Executives and Business unit by addressing their related issues on Salesforce queries.
Integrated with various applications including ERP, Salesforce for Outlook and Map Anything.
Created Salesforce Account for new Users and assign permission set on their profiles
Created Reports and Dashboards for different Profiles, Setup/Install Salesforce for Outlook on user's machine.
Created multiple objects, opportunity record types, custom & standard fields, formula fields, validation rules, page layout, email templates and mail merge templates, profiles, roles, permission set, public groups.
Created Single Sign-on certificates.
Worked with Developer team and IT Team to inform about the Salesforce new release.
Worked with various salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports and Dashboards
Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
Created Record Types on Opportunities and Custom Objects & Email Templates, Workflow, Tasks, Email Alerts, Field updates and Process Builder.
Created test scenarios on Sandbox environment, created packages and moved it between Sandboxes and Production environments to place final implementations.
Created and managed User Roles, Profiles, and Role Hierarchies, Public Groups, Security Controls and Shared Settings.
Environment: Saleforce.com platform, Apex Language, Visual Force Pages, Custom Component, Custom Controllers, Workflow & Approvals, Custom Objects, Custom Tabs, Page Layouts, Email Services, Security Controls, HTML, Web Services, Reports, Sandbox.
EDUCATION:
Bachelor of Computer Science, Osmania University – Hyderabad, India.
Business Administration and Management MIS – San Jose, CA.
CERTIFICATIONS:
Salesforce Administrator
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