Phone: 248-***-****

Email: addg5u@r.postjobfree.com

Skype: sbshwetabhatt

SHWETA BHATT

SUMMARY:

·Salesforce Certified Administrator and Salesforce Certified Platform App Builder with expertise in Software Development lifecycle, creating functional specifications and effective Business Requirement gathering & Analysis

·Around 7 years of experience in Salesforce Cloud and administration, analysis and documentation, SDLC, STLC and has excellent experience in onshore – offshore model for financial analysis and financial system applications.

·Experience in Finance Sector and Automotive Industry and adept at creating User Stories and transforming business requirements into functional specifications and designing business models using use case, sequence and activity diagrams in MS Visio.

·Complete understanding of Software Development Life Cycle (SDLC), Agile and Structured Development and Unified Modeling Language (UML).

·Collaborator and communicates effectively with audiences SMEs, Business Partners, Developers and QA engineers. Also non-technical audiences in different geographical environment.

·Cloud application development experience in Salesforce.com CRM Platform as Administrator/ Developer with a strong and deep technical background in Salesforce.com.

·Proficient in dealing with functionalities related to Sales cloud & Service cloud, Marketing cloud, Community Cloud, and Analytics Cloud.

TECHNICAL SKILLS:

Operating Systems

Windows

Cloud Technology

Salesforce Sales, Service, Marketing, Community and Einstein Analytics Cloud

Programming Languages

PL/SQL, SOSL, SOQL, Apex, Java, C, C++,

HTML, XML, BASIC

RDBMS

Oracle 9i, 10g, 11g, 12c Databases

Tools

MS Visio, Quality Center 9.0/10.0

Packages, Tools & Utilities

MS Office, Oracle SQL Developer

EDUCATION:

·Master of Science - Computers & Information System from University of Michigan – Flint

·Bachelor of Technology - Computer Science & Engineering from UPTU, Lucknow, India

CERTIFICATIONS:

·Salesforce Certified Administrator (CERT NUM: 20585123)

·Salesforce Certified Platform App Builder (CERT NUM: 20667790)

·Six Sigma Green Belt Certified Associate

PROFESSIONAL EXPERIENCE:

Investors Bank – Iselin, NJ

Vertical Relevance, NY

January 2020 – May 2020

System Analyst, IT Service Management

Responsibilities:

Responsible for full implementation and administration of Salesforce Service Cloud for our banking client for implementing IT Service Management & Case management automation solution for their customer contact center application.

Description:

·Analyzing the existing system used by client to understand issues faced by the support reps.

·Creating Dashboards for Hardware & Service Desk agents and Supervisors for insight in the case KPI metrics.

·Gathering requirements for client that needs to be implemented in Salesforce Service Cloud.

·Creating a community where the customers can create, update and manage their cases.

·Identifying solutions in Salesforce Service Cloud by creating POCs for various functions such as Email-to-Case, Web-to-Case (importing users from Bank website), creating case queues, Case escalation rules, automated response rules.

·Client is currently using ServicePRO ITSM tool for its customer support center. System is being moved to SF Service Cloud.

·Creating a Community where the customers can create, update and manage their cases.

·Responsible for configuration of user licenses and profiles and role creation of Contact center users for team members.

·Integrating the Salesforce Service cloud application with customer information database and Salesforce Sales cloud for Sales data using REST API.

Environment: Salesforce Lightning Platform, Salesforce Classic Environment, Salesforce Service Cloud, Salesforce Community Cloud, Microsoft Visio, Power Point, JIRA, Microsoft Teams, ServiceNow DriveIT tool.

Fiat Chrysler Automobiles - Auburn Hills, MI

Systems Technology Group, Troy MI

May 2017 – October 2019

Subject Matter Expert, Fleet Marketing

Responsibilities:

Responsible for the operations of all IT applications that support the Business User area. Direct the services of Supplier Provider to provide maintenance support for IT applications. Work with Business Users to identify and prioritize IT support requirement. (There has been a 4 months gap between my two projects due to delay in new EAD.)

Description:

·Provide expertise in the analysis, design, development and integration of IT solutions across the fleet systems landscape.

·Act as a liaison and bridging/facilitating communication and understanding between ICT, business and supplier partners' supporting application development.

·Tracking bugs using JIRA tool to highlight issues in existing enhancements before deployment alongwith MS Excel, Microsoft Word

·Create process flows for business users using Microsoft Visio tool.

·Understand the business processes and work application capabilities, eliciting and documenting requirements, and assisting in high level design and managing project.

·Execute project management techniques to control and deliver high quality IT solutions to the business while working closely with supplier partners ensuring project and enhancement request deliverables are met.

·Communication of projects and ensure that projects align with the technology that best provides maximum return on investment.

·Interface between IT team and business to work on enhancements in existing applications.

Sales Cloud SME:

·Support and maintenance sales of FCA vehicles for the Fleet customers for US, Canada and Mexico.

·Handled user licensing and creation for 121 users.

·Responsible for allocation of Profiles and roles in Salesforce Prod environment.

·Primary approver and creator of user reports and dashboards.

·Interacted with my off-shore TCS for development of strategies for business enhancements and urgents demands.

Service Cloud SME:

·Served as Fleet FCA SF Admin for Service Cloud.

·FCA used an old Java Mainframe based system for its contact center systems. This system has been now moved to SF Service Cloud.

·Responsible for configuration of user licenses and profiles and role creation of Contact center users for Fleet BR team members.

·Creating a Community where the customers can create, update and manage their cases.

·Creation of POCs for various functions as a business analyst such as Email-to-Case, Web-to-Case (importing users from FCA Fleet website), creating case queues, Case escalation rules, automated response rules for BR customers etc.

·Integrating the Salesforce Service cloud application with customer information database and Fleet Salesforce Sales cloud for Sales data using REST API.

Einstein Analytics Reporting (Wave Analytics):

·Created reports and dynamic dashboards for the Fleet customers for US, Canada and Mexico.

·Acted as a liaison between Fleet Business users and TCS team to import weekly data from Mainframe tables to SF Wave and create dynamic dashboards.

Environment: Salesforce Lightning Platform, Salesforce Classic Environment, Microsoft Visio, Power Point, JIRA, ServiceNow DriveIT tool.

Volkswagen group of America - Auburn Hills, MI

Modis Inc., Southfield, MI

Mar 2016 – March 2017

System Analyst (Marketing)

This role involves both coding and releasing owner and prospect marketing program information to business requirements. It requires acting within a seamless organization of IT&S and Canada brand team members – working and prioritizing needs and providing technical insight into the development of their programs.

Responsibilities:

·Gathering and documenting business requirements in Business Requirements Document (BRD) and hosting requirement sessions with business users.

·Interacting with the Email and Direct mail vendors for Volkswagen marketing and creating high level marketing campaigns in SAP Marketing Planner and SAP Segment builder thereafter assigning it to various marketing campaigns.

·Data Analysis and Root Cause Analysis using Salesforce Platform App and CRM and SAP Business Warehouse - Campaign Support e.g. elicit, interpret, and document marketing campaign goals and data needs.

·Process Improvement e.g. automate ongoing tasks where possible using Agile methodology of campaign development.

·Scheduling KICK-OFF calls for all new marketing projects received from Vendors mostly during any new Volkswagen model launched.

·Create workflows and process map diagrams for detailed description of the users and processes interaction.

·Planning one-on-one meetings with developer, Volkswagen client and the vendor to resolve any issues or hurdles in the marketing campaign.

·Develop marketing campaign components in Salesforce CRM and SAP Business Warehouse such as Analysis Process Designer (APDs), email forms, campaign automation, target groups and profiles.

·Develop SQL programs to extract customer data using Oracle 11g database, TOAD and SQL*Plus

·Data Handling e.g. Ensure that the company privacy and security policies are observed followed by Data cleansing.

·Create XML Script and load it to SAP BW Tool to create custom IDs for new customers.

·Validate XML Scripts using Oxygen XML Editor tool

·CRM Project SME e.g. participate as a CRM SME on CRM related projects

Environment: Salesforce CRM and SAP Business Warehouse tool, SAP Netweaver, Oracle 11G (PL/SQL), SQL*Plus, Oracle TOAD tool, Oxygen XML Editor tool, Listen, Prospect

University of Michigan - Flint (Specialization Masters project)

September 2015 – December 2015

Salesforce Administrator/Developer

Salesforce is a leading CRM provider in the market. The Salesforce platform makes it easy to build custom apps and databases in the cloud. Created a Cloud based working application for a healthcare provider for a project named eHealthcare-Hospital Resource Management using Salesforce Cloud.

Responsibilities:

·Creating various profiles and configuring the permissions based on the organizational hierarchy.

·Defining and documenting company’s HR management design including business functions and processes for the database creation.

·Business requirement gathering and documentation in Business Requirements Document (BRD) with business partners and business users

·Responsible for creating a database for a healthcare organization to manage their records and transactions.

·Configuring and administrating Salesforce CRM environment.

·Creating Triggers and APEX Classes, Controller classes, Triggers, Process Builder, Flow, Point-and-Click capability, Visual force Pages, App Exchange Package & Custom Application, Sandbox data loading and Web services API for implementing web services in the application for access to data from different users.

·Using Force.com IDE, Force.com Migration Tool and Web Services & Metadata APIs

·Development of Salesforce.com applications, worked on Lightning, Force.com, designed Custom Formula Fields, Field Dependencies, Validation Rules, Workflows and Approval Processes for automated alerts, field updates and Email generation according to application requirements.

·Salesforce configuration and development experience as a Salesforce Admin/Business Analyst in implementing Salesforce.com security including Profiles, Permissions and sharing rules at object, field, record level for various users at various levels of organization.

·The e-HRM application is a process automation solution that manages all the internal and external processes such as Appointment, Billing, Payment, Payroll, Financial Transactions

·This application encompassed the process automation within hospital and with the clients outside the hospital.

·Worked with Salesforce.com Data Loader tool using comma-separated variable files, spreadsheets or other relational databases, Outlook and Salesforce1 mobile app.

·The role involved creation of Database Triggers, Workflows, Apex classes, SOQL and SOSL query languages for Salesforce.

·We developed a very robust and user-friendly e-healthcare Database Application for our project.

·Risk analysis: Performed a low level risk analysis for one of the internal projects that included the technology assessment, industrial relationship, resources availability and budget analysis.

·Conducted weekly meetings facilitating discussion and evaluation of proposed changes.

Environment: Salesforce Cloud based platform

SipIT Solutions Inc. Flint – Michigan

May 2015 – August 2015

Salesforce Analyst/Administrator

Client: New Life Center

Salesforce is a leading CRM provider in the market. The Salesforce platform makes it easy to build custom apps and databases in the cloud. Created an Employee database for an organization using Salesforce (Force.com) Software as a Service (SaaS) which is Cloud Based technology.

Responsibilities:

·Building a high level technical design for incorporating multiple functionalities and on-demand critical tasks.

·Data Analytics: Creation and analysis of built-in Reports and Dashboards for real time updates of Salesforce data for analyzing risk and opportunity in client business using Wave Analytics.

·Application development: Creating a database for the Client organization to manage their records and transactions.

·Writing Database Triggers: Responsible for the automatic appointment, billing, payment, and payroll update on the database.

·Creating Workflows: Coordinating the events of actions one after the other. Taking immediate actions based on some change in a record to match a specific criteria.

·Writing and testing Apex classes: Created Apex classes that included various methods for performing certain functionalities for billing, payment and payroll.

·Developing a very robust web based and mobile based, user-friendly application for our Client using Salesforce1 mobile App.

·Deploying the application from Sandbox testing environment to production in Salesforce cloud.

·Creating Triggers and APEX Classes, Controller classes, Visual force Pages, App Exchange Package & Custom Application, Sandbox data loading and Web services API for implementing web services in the application for access to data from different users.

·Developing Salesforce.com applications, design Custom Formula Fields, Field Dependencies, Validation Rules, Workflows and Approval Processes for automated alerts, field updates and Email generation according to application requirements.

·Enforcing organization and record level security using Salesforce Administrator access for the employer using four types of access control:Organization Access: IP Ranges, Login Hours, Object access: Profile level, Record Access: Role Hierarchy, Field Access: Field level security.

Environment: Salesforce Cloud based platform

Completed Masters from University of Michigan-Flint: July 2014 – December 2015

General Electric – Power & Water, Eerie PA

TATA Consultancy Services Ltd - Mumbai

March 2011 – June 2014

Salesforce Developer/Systems Engineer

Project Name: GE Healthcare

Cloud Application developer using Salesforce Platform CRM PL/SQL Oracle Database development and Java Development and support. Responsible for management of information of Client customers in a database using a forecasting tool called Veritas depending on their SSO ID in an employee based application. Veritas is a forecasting tool, used globally by the Client users to forecast the opportunities and risks involved in their business. The main objective of the project is to provide support to JAVA Oracle based web application and do enhancements as per client’s requirements.

Responsibilities:

·Collaborating with developers, project managers and business analysts in conceptualizing and developing new marketing solutions

·Impact analysis and estimating for change requests

·Facilitates chartering sessions with business and IT partners

·Creating Triggers and APEX Classes, Controller classes, Visual force Pages, App Exchange Package and Custom Application, Sandbox data loading and Web services API for implementing web services in the application for access to data from different users.

·Developing Salesforce.com applications, design Custom Formula Fields, Field

· Dependencies, Validation Rules, Workflows and Approval Processes for automated alerts, field updates and Email generation according to application requirements.

·Implementing security and sharing rules at object, field, and record level for various users at various levels of organization.

·Creating various profiles and configuring the permissions based on the organizational hierarchy.

·Managing all database change requests CRs raised by the application owner.

·Resolving problem requests raised by the users effectively and efficiently using Clarify tool.

·Proactive identification of risks and issues in the application.

·Status reporting to client and internal management to ensure smooth running of the project.

Environment: Salesforce Platform, Oracle PL/SQL, SQL Developer, Clarify Tool, Microsoft Office

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