Service Cloud Case Management

Name: Bhavik Kumar

Email: ad5wni@r.postjobfree.com

Phone: 973-***-****

Professional Summary:

●Over 8 plus years of professional experience in IT And 6+ years of experience in Salesforce Organization.

●Extensive experience with design development test and implementation phases of Software Development Life Cycle and Agile Development with focus in Object Oriented Programming.

●Extensive experience with the Salesforce.com. Development life cycle application design patterns, integration patterns and deployment planning.

●Experience working with Agile methodology, Scrum methodology, Waterfall model and Test- driven development.

●Experienced working in Cross - functional teams, identifying business requirements and supporting sales/marketing efforts.

●Experience in SFDC Development implementing the APEX Classes, APEX Triggers, Visual Force pages, S - Controls, Force.com IDE, Eclipse with SOQL, SOSL and Plug-ins.

●Extensive experience with Sales Cloud, Service Cloud, Service Max web service Force.com Community Portal Chatter Knowledge One and App-exchange on Salesforce.

●Experience with SFDC Service console, customer portal, case management, knowledge base, customer communities and service account management.

●Hands on experience with solutions implementation, complex customizations and configuration of Sales Cloud, Financial Services Cloud and Develop SOQL queries for data manipulation from cloud.

●Proficient in dealing with the functionalities related to the Service cloud and Sales Cloud.

●Experience in working with Debug Apex Scripts using Debug Logs and System Log Console to catch Exceptions and execute Governor Limits.

●Experience in SFDC Integration using Web Service and Apex Programming Salesforce.

●Experience working with Lightning Design System(LDS) to enhance the Visual force pages.

●Experience in migrating from Salesforce classic to Lightning by analyzing existing Visual force components and converting them to Lightning components using Lightning app builder, SLDS styles and Aura framework.

●Extensive experience in lead case management web-to-lead Web-to case Email-to-case.

●Experienced in creating service cloud workflows like Key customer case notification and notifying relevant people in a high priority case.

●Excelled in working with various salesforce.com standard objects like Accounts Contacts Opportunities Products Cases and Leads.

●Competent in SFDC Administrative tasks like creating Profiles Roles Users Email Services Approvals Workflows Dashboards Tasks and Events.

●Proficient in Data Migration from Traditional Applications to SalesForce using Import Wizard and Data Loader Utility.

●Proficient in setting up Sales process on Opportunities, Service cloud automation using Email-to-Case, Assignment and Escalation rules on Case object.

●Experience working with the Financial Services Cloud to provide personalized service to the client and increase the productivity.

●Experience in Service Cloud customization with Service Console, CTI adapters and Live agent.

●Experience in working with Salesforce.com sandbox Integration and production environments.

●Experience in Salesforce Lightning framework and Lightning Web components.

●Experienced in Creating Roles Profiles Email Services Page Layouts Workflow Alerts and Actions and Approval Workflow. And experience on working with Chatter objects.

●Good understanding of Salesforce.com Governor Limits with an ability to optimize code to respect those limits.

●Good knowledge on Set up field service features according to client unique business needs. This includes installing the Field Service Lightning managed package and Field Service Lightning mobile app.

●Good experience in working on Eclipse IDE with Force.com Plug-in for writing business logic in Apex programming language.

●Experience working on Salesforce Service Cloud, comfortable designing transformational solutions and working directly with customers to meet their business needs.

●Experience in Creating Lightning components and Lightning Applications. Experience in classic to lightning migration, lightning component creation, lightning out and lightning web components.

●Experience in web technologies like HTML XML and JavaScript Ext JS and experienced on working with data structures to manage large amount of data efficiently.

●Proficiency in Object Oriented Languages like C Java J2EE JSP Servlets and other Java technologies.

●Strong Database RDBMS development experience in writing queries functions stored procedures triggers and views in Oracle SQL PL/SQL and MS Access.

●Excellent Client management skills presentation skills operational metrics time management analytical great communication and interpersonal skills.

Technical Stack:

Salesforce Technologies

SFDC Force.com Developer Salesforce CRM Salesforce SFA Apex Language Apex Classes/Controllers Apex Triggers SOQL SOSL Visual Force Pages / Components S Controls Apex Web Services AJAX Workflow Lightning web Components Approvals Dashboards Analytic Snapshots Case Management Automation Custom Objects.

Salesforce Tools

Eclipse Force.com, Eclipse IDE Plug-in Force.com Explorer Apex Data Loader Force.com Workbench Force.com Platform Sandbox and Production

Programming

Languages

Java, JavaScript, jQuery, HTML, XMLD, HTML, Lightning aura.

Databases

MS SQL Server 2000/2005 PL/SQL RDBMS Oracle 8i/9i/10g MS Access and MySQL

Operating Systems

Windows NT / 2000 / XP Pro / Vista Windows Server 2000 / 2003 / 2008 Linux.

Education Details:

●Bachelors in Electronic & Communication Engineering, SP University, INDIA

Professional Experience

Client: Armis, Palo Alto, CA Feb 2022– Current

Role: Salesforce Developer

Responsibilities:

●Configuration, Customization programming with APEX APIs, APEX Triggers, and implementing new instances of Salesforce.com from scratch.

●Worked with various Sales Cloud modules in salesforce.com standard objects like Accounts,Contacts, Leads, Opportunities, and Campaigns.

●Salesforce Implementation experience in end-to-end CRM, Sales, and Finance integrations.

●Worked on integration solutions like Impartner, Docusign, Netsuite and Absorbs.

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

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

●Managing subscriber data, import and segmentation using a combination of Salesforce Marketing Cloud tools and database queries Used automation studio for performing actions such as imports, extracts and SQL query activities.

●Experience in rolling out solutions in a controlled, predictable, and non-disruptive manner using change sets/migration tools such as Ant, Copado/ClickDeploy, and working within a change control process

●Worked on Inbuilt features like Process Builder, Workflows flows to performed actions like Creating, updating records, posting outbound messages, Email Alert, Invoking an Apex Class.

●Performed the detailed analysis of functional and technical requirements, designed & deployed the custom objects, identified the lookup and master-detail relationships, and created the junction objects.

●Demonstrated ability to translate customer requirements into specification.

●Designed Validation Rules along with Roll-Up Summary Fields to maintain data quality and consistency.

●Debug Apex scripts using Debug Logs and System Log Console to catch Exceptions and execute governors limits.

●Worked on data cleanse & data enrichment projects.

●Implemented Salesforce Lightning Web Components (LWC) for small set of users within the Organization, developed Lightning components and server-side controllers to meet the business requirements.

●Created Lightning Web Components (LWC) and apps combining Lightning Design system, Lightning app builder and Lightning Component features.

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

●Involved in daily stand-up meetings, Scrum. This resulted to bring good solution to the business requirement.

●Involved in Agile (ASANA) process with development and co-ordination within very short span of time.

Environment: Salesforce.com platform, Apex, VS code, Custom Objects, Reports and Dashboards, Custom tabs, Workflow and Approvals, Process builders, Components and Controllers, Developer console, Data Loader, OKTA, SOQL, Slack, Asana, Copado, Impartner, Absorbs, NetSuite, Lean data, Confluences, Visual Force Pages, CPQ, Service Cloud, Sales cloud.

Client: PayScale, Seattle, WA Nov 2021 – Jan 2022

Role: Salesforce Developer

Responsibilities:

●Worked on various Salesforce.com Standard objects like Accounts, Opportunities, Leads, Campaign, Events, Tasks, Contacts, Cases, Reports and Dashboards.

●Agile Development Methodology was followed for the implementation

●Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.

●Developed custom Business logic using Apex Classes, Visual force pages. Used Visual force components like Page Block, Command Buttons, Action support, Action Function.

●Worked with SOQL, SOSL queries with Governor Limitations to store and download the data from Salesforce.com platform database.

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

●Created journeys and also implemented marketing campaigns using marketing cloud tools like Journey Builder, Email Studio and Automation Studio.

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

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

●Implements Salesforce projects, supporting complex implementations for sales cloud, Miller Heiman Sales Methodology support including Sales Access Manager (Strategic Selling/Conceptual Selling and Large Account Management Process), Informatica Cloud Integration platform, community cloud, and/or Pardot B2B marketing cloud and Avention Sales Prospecting platform

●Worked on Sales Cloud, Service Cloud, Marketing Cloud/Exact Target, Health Cloud Platforms, and also Sales and Marketing Application Development.

●Designed Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

●Implemented Salesforce Lightning Web Components (LWC) for small set of users within the organization, developed Lightning components and server-side controllers to meet the business requirements.

●Created Lightning Web Components (LWC) and apps combining Lightning Design system, Lightning App Builder and Lightning Component features.

●Organized Email Templates and Mail Merge Templates and was committed in doing the mail merge for various standard and custom objects.

●Generate Email Templates and have knowledge in bulk emailing users.

●Support with complex flows and automation.Look into bugs and fix (flows with 50 elements so need to look at flows and fix).Also support with best practices in their CPQ instance.

●Worked on CPQ, for creating Quote proposals. Used Community cloud to build deeper relationship with customers to provide better service and assist them through online.

●Worked on advanced approval rules,approval conditions,variables to match business requirements.

●Created and edited CPQ standard products and associated pricing and product rules.

●Troubleshoot and provide solutions to CPQ limitations that may arise for customers with highly specialized or very complex pricing requirements.

Environment: Salesforce.com platform, Custom Objects, Reports and Dashboards, Workflow and Approvals, Process builders, Components and Controllers, Developer console, Data Loader, OKTA, SOQL, Slack, Apex Language, Visual Force Pages, CPQ, Service Cloud, Sales cloud, Community cloud.

Client: Illumio, Sunnyvale, CA May 2021 – Oct 2021

Role: Senior Salesforce Developer

Responsibilities:

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

●Managing, designing, configuring, customizing and integrating SaaS CRM and Quoting systems such as Salesforce.com.

●Designing, implementing and deploying customizations and integrations for the Salesforce Sales Cloud, Service Cloud, Community, and Sales Quoting systems using Test Driven Development practices

●Balancing declarative configuration of SaaS applications with custom extensions.

●Working on Solid Force.com development with a strong Apex coding, Lightning Components and Visualforce page.

●Working with various salesforce.com objects like Accounts, Contacts, Opportunities, Cases, Activities, Knowledge, Reports and Dashboards.

●Developing various Custom Objects, Tabs, Components, VisualForce Pages and Controllers.

●Developed various Apex classes and Apex triggers based on requirements.

●Developing and customizing console view.

●Working on Org Health assessment to improve org functionality and security.

●Working on Test Driven Development (TDD) and agile methodologies.

●Participate in all application or environmental enhancement projects as subject matter expert to ensure reliability, scalability, functionality, capacity, and performance are not adversely impacted.

●Performs user acceptance testing (UAT)/ testing as applicable and deploys code into production.

●Documents all new application functionality, including workflow diagrams.

●Provide escalation support and triage for system issues prior to assignment to Engineering/Technology experts including assigning priorities.

●Act as the escalation point for critical problem resolution including internal communications and root cause analysis.

●Created complex Queries to extract data from SQL server and/or MYSQL based on the client’s requirement.

●Develop creative, scalable solutions to problems, complex and mundane.

●Demonstrating ability to communicate inside and outside the organization, both verbally and in writing.

●Providing knowledge transfer to team members.

Environment: Salesforce.com platform, Custom Objects,BOOMI Integration, Lean data mapping,Netsuite, Reports and Dashboards, Workflow and Approvals, Process builders, Components and Controllers, Developer console, Tabs, Data Loader,OKTA,SOQL, Apex Language, Visual Force Pages, CPQ, Service Cloud, Sales cloud.

Client: NCR, Atlanta, GA Aug 2019 – April 2021

Role: Senior Salesforce Developer

Responsibilities:

●Involved in business requirements meeting for requirements analysis, designing data model, identifying customizations and prepared Technical Design Document.

●Designed UI with Apex, Lightning Component and Controllers as per business requirements.

●Created relationships among objects using Lookup, Master-detail and Junction Object relationships.

●Implemented customizations using Apex controller classes Custom, Extension, Triggers and Visualforce pages.

●Used visual force components like Form, Page Block, Page Block Section, Com and Button, Action support, Action Function, Page Block Table and Repeat for developing visual force pages.

●Developed rich UI using custom Cascading Style Sheets CSS in Visualforce pages and used Java Script, jQuery for client-side validations.

●Worked extensively in customization of Service Cloud Console by embedding Visualforce pages in custom console components, highlight panel and interaction log.

●Worked on several standard FSL (Field Service Lightning) Features to provide sharing and visibility based on user skills and work schedule.

●Worked on Field service lightning- To manage the call center Executives, Dispatcher, Field Services Technician.

●Made new feature enhancements on Service cloud console view and developed Visualforce components.

●Used Field Service Lightning (FSL) enables businesses to unite customers, connected devices, agents, dispatchers, and employees in the service field with one powerful service platform that delivers a seamless customer experience with field service.

●Worked on embedding the wave dashboards into Visual Force pages and lightning using lightning web components and App Builder.

●Worked on Configuring Email-2-Case customizing the service cloud for various business support groups.

●Enhanced in Communities by adding new fields, field sets using Salesforce lightning.

●Created branded portals on community cloud for the easy access and interaction of data on service cloud

•Integrated Customer Community Cloud with internal knowledge-base.

●Implemented CPQ System to improve user experience in the Quoting process using Salesforce.

●Developed Forms using lightning components and created Support Request page layouts and assigned them in related Queues and performed data lineage.

●Developed Salesforce Lightning Apps, Components, Controllers, and Events.

●Written SOQL, SOSL, Aggregate, Relationship queries in apex classes, triggers to retrieve optimized data from Objects.

●Written apex classes to make an outbound integration to external application by generating necessary apex stubs from WSDL using WSDL2Apex.

●Developed apex REST web service classes for inbound call to salesforce from external applications accessing via data power.

●Developed apex batch classes to archive chatter post and custom object interactions data daily and monthly basis.

●Developed custom Objects, Fields, Dependent picklist values, and validation rules, Page Layouts, Search Layouts and Tabs.

●Experienced with Oracle CPQ (Configure-Price-Quote), for creating Quote proposals.

●Performed administrative tasks – creating Users, Profiles, Roles, Permission Sets, Page Layouts, Record Types and configured sharing rules based on Organization role hierarchy.

●Configured Single Sign-On SSO for user authentication using SAML 2.0 and using my domains.

●Implemented service cloud, service console and configured Email-to-Case and enabled communities in cases.

●Created workflow rules, approval process and defined actions like Tasks, Email alerts, outbound message and Field updates.

●Strong Experience in Salesforce Lightning components design and designing compact layouts using Apex triggers, Page layouts, Visual force pages, workflows for Mobile platform.

●Experience in creating Lightning Components and used Lightning Design System to convert existing Visualforce pages to lightning components.

●Created trigger on case and solution object to perform some business requirements on Service cloud.

●Created communication templates used for Email alerts based of Text, HTML and Visualforce types.

●Customized standard features like auto-response, assignment, escalation rules on Lead and Case object.

●Developed customized Reports, Dashboards for business users and managers, developed custom report using visualforce pages.

●Prepared data mapping documents and migrated data from Siebel to Salesforce using Data Loader, Cast Iron orchestration.

●Written apex unit test classes for Trigger, Apex classes to meet 75 of code coverage to migrate to Production instances.

●Created and maintained the documentation for application Design, data mapping document for Migration and integration technical design document.

●Good experience in preparing package.xml file for deploying applications from Sandbox to Production instances using Force.com migration script and Workbench.

●Implemented best practices to avoid governor limits by writing repeated code in triggers and apex classes.

Environment: Saleforce.com CRM, Apex Classes, Controllers, Visualforce pages, Web Services, SOAP, REST, WSDL, Sales Cloud, Service Cloud, community cloud, Lightning web Components, Field Service Lightning, Custom Objects, Tabs, Email Services, Workflows, Approval process, Financial Services Cloud, Data loader, Cast Iron, Reports, Apttus CPQ, Dashboard, Sharing rules, Force.com IDE, HTML, CSS, JavaScript, jQuery, Windows 2003.

Client: State Farm – Bloomington, IL Jul 2018 – Jun 2019

Role: Sr. Salesforce Developer/Administrator

Responsibilities:

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

●Created Visualforce pages with fields, buttons and using various components to invoke methods.

●Using controllers and embedded JavaScript and HTML as needed.

●Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.

●Build lightning components in modular way by using Lightning Components Framework.

●Performed SOQL and SOSL queries on data sets to gather critical information for Apex.

●Good experience in aura framework, Lightning Components and Salesforce Lightning Design System (SLDS).

●Implemented web-based case management automation - Web to Case (on Case Object) to track and solve customer's issues.

●Created Visualforce Pages for Custom Login and Configuration of Communities.

●Implemented and worked with salesforce communities and existing partner portals for multiple business needs.

●Designed various Web Pages in Visual Force for capturing various customer enquiries and Implemented logic for migrating cases to different queues based on the type of customer enquiry.

●Involved in data mapping and data Integration from JD Edwards ERP to Salesforce.com.

●Installed Pervasive Data Integrator from the AppExchange for two-way integration with a JD Edwards ERP system.

●Designed, and developed Apex Classes, Controller Classes, and extensions for various functional needs in the application.

●Worked on Apttus CPQ configuration and integration.

●Made enhancements to Apttus CPQ (Configure Price Quote) tool, shopping cart by adding new fields. Run batches in order provided to project changes by following the instructions provided by Apttus.

●Wrote SOQL and SOSL statements within custom controllers, extensions.

●Customized the Dashboards to the track usage for productivity and performance of business centres and their sales teams.

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

●Installed Instant Service Chat and Email from the AppExchange to let agents click to create cases from chat and email.

●Implemented CPQ solution using Apttus CPQ & Contract Management (CLM) for various customers in industries.

●Designed and developed User Interfaces for Sales Force users as per requirements.

●Deployed Envox's Phone Link, a computer telephony integration solution from the AppExchange that adds screen pop and click-to-dial capabilities to Salesforce CRM.

●Used force.com IDE for developing custom applications.

●Wrote Test Plan and Test Case. Involved directly with Test Team and did bug fixing using Clear Quest.

●Created Managed Package using Eclipse. Migrated from sandbox to production using FORCE.IDE.

Environment: APEX, Web services, SOSL, SOQL, Informatica, Force.com IDE, Import Wizard, XML, Salesforce lightning, Aura framework, Apttus CPQ, Java Servlets, Visual Force Pages, Workflows, S-controls.

Client: Community Health Choice- Houston, TX Dec 2016 –Jun 2018

Role: Salesforce Developer/Administrator

Responsibilities:

●Performed the roles of Salesforce.com Developer and Administrator in the organization.

●Interacted with various business team members to gather the requirements and documented the requirements.

●Created Custom Objects and Fields for capturing business information.

●Designed and deployed Custom Tabs, Validation Rules, Approval Processes and Auto-Response Rules for Leads for automating business logic.

●Developed solutions on the Force.com platform, strong understanding of Apttus Contract Lifecycle Management (CLM) and Apttus Configure Price Quote (CPQ).

●Created Workflow rules and defined related Tasks, Email alerts, and Field updates.

●Used Field level security along with Page layouts to manage access to certain fields

●Implemented Pick lists, Dependent pick lists, Lookups, Master detail relationships, Junction objects and formula fields to the Custom objects.

●Created Page layouts, Search layouts to organize fields, Custom links, related lists, and other components on record pages.

●Created custom Dashboards for manager's home page and gave accessibility to Dashboards for authorized people.

●Used Force.com developer toolkit including Apex Classes, Apex Triggers and Visualforce pages to develop custom business logic.

●Experienced in Unit Testing, for the customizations and developments done during the project.

●Integrated Salesforce CRM and the legacy system using Cast Iron Integration Systems.

●Migrated code from Sandboxes to Production using Change Sets.

●Followed Test Driven Development in development of Salesforce application

Environment: Eclipse IDE, Salesforce.com, Import wizard, Apex, JavaScript, Controllers, Sharing Rules, Visualforce Pages, Workflows, Apttus CPQ, Approval processes, Reports, Dashboards, XML, Web Services, Cast Iron.

Client: Cardinal Health Inc, Dublin, OH Aug 2015 – Nov 2016

Role: Sr. Salesforce Developer/Admin

Responsibilities:

●Communicated with the development team and Project Manager daily to update the status of the project and to discuss the user stories.

●Created Lightning Components, added CSS and Design Parameters which improves performance

●Involved in Salesforce.com application setup activities and customized the apps to match the functional needs of the organization.

●Designed and implemented Work flows, Custom Objects, Page layouts, Custom tabs and Components to suit the needs of the application.

●Worked on various salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports and Dashboards

●Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.

●Customize and manage all aspects of the Salesforce.com user interface.

●Experienced in working across various SFDC implementations of Service Cloud and Chatter.

●Worked as a Sales Force Chatter APP with the organization and regularly participated in the meetings and chatter community.

●Implemented several security assessment policies to identify problems in the databases.

●Implementation of a custom partner community using visual force and lighting components projects.

●Created custom controllers implementing complex code for retrieval from SalesForce to VF pages.

●Developed Lightning apps using Lightning Components and made them compatible with salesforce mobile app

●Wrote SOQL and SOSL statements within custom controllers, extensions and triggers.

●Experience working on SOQL & SOSL queries to consider Governor Limits.

●Worked on salesforce Triggers and VF pages for the customization on Apttus product.

●Quote/Proposal and Agreement document generation using Apttus.

●Designed, developed and implemented solutions for the Apttus CLM system deployed on the Salesforce Platform.

●Deployed Apex using Changesets, Force.com IDE, Force.com Migration Tool and Web Services API.

●Worked with Dynamic Apex to access S-objects and Field describe information, execute dynamic SOQL, SOSL and DML queries.

●Worked on Data migration, data imports using data loader and Bulk API.

●Worked on standard and custom S-objects on the salesforce.com to meet the requirements of the existing system architecture.

●Written apex REST web service classes for inbound calls to salesforce.

●Supported the data migration activities from various business centers and business center user.

●Used field level security along with page layouts to manage access to certain fields.

●Used SAML 2.0 based SSO for building task flow for reducing the number of steps.

●Used Force.com developer toolkit including Apex Classes, Apex Triggers and Visualforce pages to develop custom business logic.

●Expanded deployment for customer service reps, partner portal users, and customer portal users

●Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.

●Used Force.com developer toolkit including Apex Classes, Apex Controllers and ApexTriggers to develop custom business logic.

●Worked on Data migration, data imports using data loader and Bulk API.

●Worked on standard and custom S-objects on the salesforce.com to meet the requirements of the existing system architecture.

●Worked on different sandboxes for developing, testing and finally to move to the production using changesets.

●Analyzed and evaluated the performance of the application from various dimensions and conducted user acceptance test (UAT) for successful implementation.

●Worked efficiently on bug fixes and enhancements for the required functionality in no time.

●Developed several custom reports to better assist managers and also report folders to provide report accessibility to appropriate personnel.

Environment: Salesforce.com platform, Custom Objects, Reports and Dashboards, Workflow and Approvals, Process builders, Components and Controllers, Developer console, Tabs, Email Services, Data Loader, SOSL, SOQL, Apex Language, Visual Force Pages, Apttus CPQ, Service Cloud, Sales cloud, JavaScript, Change sets .

Client: OneMain Financial, Evansville, IN Feb 2014 – July2015

Role: Salesforce Developer/Admin

Responsibilities:

●Participated in Joint Application Development (JAD) sessions to identify business rules and requirements and then documented them in a format that can be reviewed and understood by both business and technical teams.

●Involved in deploying the CRM tool Salesforce.com to include: business requirement development,

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