Salesforce Customer Service

SHIRISHA GADDAM

Phone:312-***-****

Email:add4p5@r.postjobfree.com

Professional Summary:

Overall, around 6+years of experience in Software Industryand 5+ years of sound knowledge on SFDC (force.com) CRM platforms Salesforce Developer/ Administrator using Apex and Visualforce.

Experience in Administration, Configuration, Implementation, Lightning, and support experience with Salesforce platform.

Customized existing Visualforce to align with Salesforce new Lightning UI experience.

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

Used Salesforce Lightning Design System (SLDS) for developing Lightning Components, Actions, Event and Server-Side Controller.

Creating Lightning Components and used Salesforce SLDS to convert existing Visualforce pages to lightning components.

Created Apex methods for the lightning controller and helper methods to perform DML operations on the case records.

Used refined global search in Lightning by developing Apex classes and Controllers.

Prepared data mapping document to map source and target system fields.

Experienced in Data Migration from other applications to Salesforce using Apex Data Loader.

Worked on administration, configuration, implementation and SFDC CRM and Salesforce applications working on Visualforce and Apex.

Extensive Experience in designing and developing workflow rules, validation rules, approval processes and customization within Salesforce.com

Hands on experience in Salesforce Lightning Components design and designing compact layouts using Apex, Visualforce pages, Workflows, Apex, Triggers.

Experienced in SFDC Configuration & Maintenance activities that include User Management, Role hierarchies, Permission Sets, Security, Profiles and Sharing rules.

Proficient in SFDC related technologies such as Apex, Visual Force.

Working knowledge in generating Reports, Dashboards, customized reports and analyzing the data in Salesforce.

Performed Batch Apex, Apex Custom Controller Extension, List Controller classes for various functionalities in the organization.

Effective work of Data Migration using Import wizard and other integration tools like Apex Data Loader.

Experience working with salesforce.com sandbox and production environments.

Good familiarity with Service Cloud and Salesforce Communities.

Good Knowledge of various methodologies like Waterfall and Agile.

Integrated with Salesforce by using Marketing cloud connector (V5).

Configure salesforce and marketing cloud integration user along with configuration in salesforce.

Support the Email Marketing Manager in the development of new business requirements.

Experience on different data tools like Apex Data Loader, SFDC Data Export, Excel Connector, Import Wizard etc.

Good working knowledge in querying salesforce.com database using SOQL & SOSL queries and governor limits.

Experience working across various SFDC implementations covering Sales Cloud, Service Cloud, Call center, Chatter & App-exchange applications.

Proven positive attitude to face new challenges and a quick learner to fix solutions depending on the severity of issues.

Technical Expertise:

Salesforce Technologies

Salesforce Lightning Design System,Lightning Components, Aura Framework, JavaScript Controllers, Server-side Controllers. Salesforce CRM, Salesforce SFA, Apex Language, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visual Force Pages /Components, Apex Web Services, Workflow & Approvals, Chatter, Dashboards, Contracts, Analytic Snapshots, Custom Objects, Case management Automation.

Salesforce Tools

Eclipse, Force.com Eclipse IDE Plug-in, Salesforce Explorer, Force.com Excel ConnectorDataloader,Force.comApex explorer,Workbench, Snapshot, Conga.

Languages/Technologies

C, C++, Java, HTML5,CSS3,Jquery, JavaScript,Service-Now

Operating Systems

Windows NT/2000/XP/Vista, Windows Server 2000/2003/2008, Linux, Unix.

Web Applications

WSDL, SOAP, REST

Databases

MySQL, Microsoft Access, SQL Server 2000/2005/2008

Professional Work Experience:

Client:19th Capital Group, Indianapolis, IN June 2018 – Present

Role: SalesforceDeveloper / Administrator

Responsibilities:

Worked with client 19th Capital Group Stakeholders to define requirements, execution path and deliverables.

Gathered requirements from sales, insurance and account, collection, marketing teams. And I was responsible for resolving the issues in production.

Managed all admin activities from user creation, user access management through permission sets, resetting passwords, implementing automation as per the requirement, with workflows, process builders, approval processes, writing formulas and validation rules to maintain the quality of the data.

Worked on standard objects such as Leads, Opportunities, Accounts, Campaigns, associated with Sales Cloud. Configured Service Cloud for Cases for Customer Service division.

Developed Apex classes, Apex triggers, apex batch classes, scheduling classes, visualforce pages and Apex test classes to test code coverage more than 75% before deployments to production

Used change sets, eclipse ide for deployments and used conga composer to generate documents with merging fields by clicking on custom button.

Worked on Planning, coordination, and oversight of sprint releases and emergency change requests.

Created documentation (e.g., training, communications, release notes, user stories, test scripts, process flows) associated with Saleforce.com projects. Analyze and document business processes.

Engage with development teams not currently under Release Management to establish release management processes.

Worked on Release Management, Configuration Management, Identity and Access Management, affinity with Process Management.

Worked on two-way integration LeaseWave project with client Odessa by suing REST API'S.

Developed more than 15 API’s for creating and updating data from Salesforce application to LeaseWave application.

Data transformed from Lease wave application to salesforce application by using GET and POST methods.

Worked on unit testing and data validation in LeaseWave application and Salesforce Application.

Worked with the project manager, project sponsor to document the requirements.

Worked on Jira ticketing tool to communicate with third party users for resolving and tracking issues.

A broad understanding of the SFDC ecosystem and technical architectures.

Understanding of Salesforce architecture and knowledge of Salesforce ecosystem such as CPQ and Order Management solutions.

Worked on Salesforce ecosystem, data models, and common integration points with marketing systems

Worked on Salesforce CRM architectural concepts and Salesforce CRM ecosystem.

Participated in Pair Programming with other team members to accomplish complex tasks.

Worked on different data tools like Apex Data Loader, Import Wizard to upload data into Salesforce.

Setup, maintain and optimize Email marketing campaign utilizing Exact Target/Salesforce Marketing Cloud.

Worked on Salesforce clean-up project to maintain Salesforce standard data limits.

Worked on migrating from salesforce classic to lightning experience.

Implemented Salesforce Lightning Components for small set of users within the organization.

Developed lightning pages and displayed it in community builder.

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

Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Pages, Data Loader, Jira, Conga composer, HTML,ANT migration tool, Java Script, Apex Triggers, Web Services, Reports, Integration Rest API’s, Custom Objects, Custom Tabs, Email Services, Security Controls, workbench,Changesets, Eclipse IDE Plug-in.

Client: SABRE HOLDINGS, DALLAS, TX Oct 2016 – Apr2018

Role: Salesforce Developer/Administrator

Responsibilities:

Involved and interacted with various business user groups for gathering the requirements for CRM implementation.

Administered, configured, and maintained Salesforce.com application user profiles, roles, assigning permission, generating security tokens, validation Rule, upgrade installation.

Developed lightning pages and displayed it in community builder.

Developed lightning pages which has iframes and implemented some of the pages to be responsive according to the application.

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

Implemented Salesforce Lightning Components for small set of users within the organization.

Upgrading the custom app which is available in classic into lightning app.

Good hands on practice with the new Lightning System Design which helps to quickly and easily create modern enterprise apps using Lightning App Builder and Lightning Components Performed.

Provide day to day CPQ platform and user support.

Worked on standard objects such as Leads, Opportunities, Accounts, Campaigns, associated with Sales Cloud. Worked onService Cloud for Cases for Customer Service division.

Created custom pages using lightning app builder for Salesforce1 mobile app and for using it in lightning experience.

Used Email to Case, Web to Case features and created a community where the customers can create, update and manage their cases.

Developed Custom Objects, Custom Reports and configured the Analytic Snapshots to dump the data on regular basis for the Sales performance and lead generation statistics.

Used the sandbox for testing and migrated the code to the Production environment after testing.

Hands on Data Integration with ETL tools Apex Data Loader and Data Loader.

Worked on ETL tools (Informatics) and Web Services API (SOAP and REST) to integrate Sales Force with other applications within the organization.

Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Pages, Data Loader, HTML, Java Script, Apex Triggers, Web Services, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading,ANT migration tool, Eclipse IDE Plug-in.

Client: SIRIUS XM, New York City, NY Jan 2016- Jul 2016

Role: Salesforce Developer/Administration

Responsibilities:

Collecting the requirements from sales team and was responsible for coining a Sales Cloud andService CloudApplications.

Performed end to end implementations in Sales Cloud and worked with Pardot to automate the Marketing process by creating Studios and builders.

Created Custom App and Console App. Worked with Salesforce1 and App Exchange.

Worked with forecasts, Reports, OWD, Sharing rules, CaseFeed, Entitlement management, profiles& permission sets.

Worked with Anonymous blocks by compiling them with Web services API and System Log Console.

Used Force.com IDE for development of Visual Force Pages, Apex classes, Triggers and debugging and analyzing logs.

Used SOAP based Apex Web Services to send/update data from Salesforce to an external order tracking system.

Performed Apex Callouts from Salesforce to the same external system to get tracking information of an order.

Deployed application from Sandbox to Production environments using Change Set, Eclipse and Force.com Migration tool.

Created Many-to-Many relationships and created Junction objects to implement Roll-up Summary fields to aggregate data from child records on the parent.

Worked on Acquisition of data, migrating the code and testing using sandbox.

Implemented App-Exchange applications, data realization and integrated apex with external services using SOAP and WSDL.

Participated in bug review meetings, functionality change meetings.

Worked with set up audit trail to stay updated with client usage.

Environment: Force.com declarative, Apex,Visualforce, ANT migration tool, Sandbox.

Client: 9artsmedia, Hyderabad - India Aug 2014–Nov2015

Role: Salesforce Developer

Responsibilities:

Created custom objects, Visualforce pages, triggers, validation rules to help track internal help desk cases, customize campaign budgeting and lead qualification.

Developed Apex Triggers, Apex Classes and Test Methods.

Created custom controllers implementing complex code for retrieval from Salesforce to Visual Force pages.

Worked on Sales Cloud andService CloudApplications.

Customized standard Salesforce objects like Accounts, Contacts, case management and solutions.

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

Worked on Batch classes and wrapper classes to improve the work efficiency.

Wrote SOQL and SOSL queries within custom controllers, extensions and triggers.

Using Metadata API to retrieve, deploy, create, update or delete customization information, such as custom object definitions and page layouts, for your organization.

Embedded Flex component into Visual Force pages of Salesforce.com.

Implemented Data integration process using Informatics Power Exchange.

Implementing Web Services (REST API) between three salesforce organizations to send and retrieve information based on criteria.

Implemented Cascade Styling Sheets (CSS) for Visualforce pages.

Managed users, hierarchical roles, profiles, security controls and territory management.

Migrated Accounts, Leads, Contacts, Opportunities and sales data from external systems into SFDC.

Environment: Java, APEX, Web services, SOSL, SOQL, Informatics Cloud,Force.com IDE,ANT migration tool Import Wizard, XML, Java servlets, Visual Force Pages, Workflows, Ajax toolkit, Adobe Flex3.

Client: 9artsmedia, Hyderabad – India Jan 2013 – Jul 2014

Role: Java Developer

Responsibilities:

Designed and developed Struts like MVC 2 Web framework using the front-controller design pattern, which is used successfully in several production systems.

Normalized Oracle database, conforming to design concepts and best practices.

Designed the high level and detailed design for Quiet Time alerts by utilizing the existing Message broker infrastructure. The architecture reduced 400-man hours of initial estimation.

Developed user interfaces using JSP, HTML, XML and JAVAScript.

Generated XML Schemas and used XML Beans to parse XML files.

Created Stored Procedures & Functions. Used JDBC to process database calls for DB2/AS400 and SQL Server databases.

Invoked the web service from Message flows through XML gateway in a secured manner.

Developed User Interface to allow the members to setup the preference using JSP based on Struts and Custom tag library facility using form beans and action classes.

Developed ANT scripts to build the different modules for the Project, such as building the binary files and scripts for deploying to the server.

Worked closely with the Infrastructure team during the build process in deployment and configuration of the Message broker. Resolved the environmental issues in a timely manner and performed IT checkout to ensure successful deployment on all the Message broker servers.

Environment: MVC 2, Message Broker, ESQL, JAVA, JSP, Struts, Hibernate, Apache Ant, Log4j, XML gateway.

EDUCATIONAL QUALIFICATION& CERTIFICATIONS

Bachelor’s Degree from Jawaharlal Nehru Technological University Hyderabad (JNTU-H) - 3.5 GPA

Master’s in computer science from Chicago state University (Chicago, IL) with 3.8GPA.

Sales force Certified Platform Developer #20967145

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