OBJECTIVE:

To obtain a challenging position as a Senior Salesforce Administrator in an established company that involves Salesforce implementation for business processes.

VISA STATUS: Green Card

Summary:

Significant expertise in designing/developing CRM solution for telecom/media/hi-tech/public sector/financial clients using Salesforce Sales cloud, Service cloud and Siebel Order Management, Product and Pricing Management, Quote Management, Opportunity, Account Management, Case Management.

Experienced Salesforce Administrator with expertise in managing user profiles, sharing rule setup, reports management, dashboard and reports creation, validation rules, workflow rules, process builder, sales process, support process, CPQ.

Experienced in creating different page layouts for users and setup access, creating and testing validation rules, process.

Expertise running SOQL using workbench,

Experience in Data Management/Data Migration, defined data mapping fields, proficient in writing SQL queries.

Experience in importing data into Salesforce using import utility, data loader.

Experience in review Einstein Analytics dashboards and Tableau dashboards.

Experience in conducting demo sessions with users, providing demo, understanding requirements and converting them to technical specifications.

Proficient in creating user guide for application or new features rolled out to users.

Highly skilled in preparing and reviewing of Test Scripts for UAT, Functional, System, Integration and Performance testing. Assisted QA Team in defining the Test Plans, Test Cases and automation of the Test Scripts. Good experience in Unit Testing, Integration Testing, System Integration Testing, and User Acceptance Testing (UAT) as well as Defect Tracking,

Skilled in using MS office applications for day to day activity, MS Word, Visio, MS Project, MS Excel, proficient in issue tracker tools Clear Case, Clear Quest, HP Quality Center, Jira, ServiceNow.

Expertise in analyzing business requirements, converting them to functional and technical specifications.

Experience in implementing software projects involving various Software Development Life Cycle (SDLC) methodologies. Has worked in waterfall, agile and hybrid models.

Employer/Experience History

Organization: Virtusa Corporation

Designation – Associate Manager – Business Consulting

Tenure – Sep 2019 to Present

Role: Salesforce Administrator

Client: Citigroup

Project Name: GSG Salesforce CRM

Description: Citigroups GSG business mainly aims at corporate banking for different multinational companies and their subsidiaries. This project was to enable all GSG bankers with one CRM tool for their day to day activities.

Roles and Responsibilities:

As part of rolling out Salesforce CRM to all GSG users in citi, worked closely with business teams to understand user setup and defined role hierarchy and managed roles in Salesforce.

Responsible for user setup, permissions, sharing rules setup.

Responsible for managing reports and creating custom reports for user requests.

Create page layout for campaign object as per business requirement and document process for campaign creation and execution.

Created account plan object and added validation rules for fields.

Created process for coverage administration approval flow using process builder.

Run soql queries in workbench for debugging issues related to data

Created custom object for importing EUDD data into Salesforce and work closely with users to upload EUDD data into Salesforce on weekly basis.

Upload bulk coverage updates to account object in Salesforce to maintain coverage in Salesforce for bankers.

As part of Tableau dashboard migration, worked closely with tableau team to setup access into Tableau tables based on access setup in Salesforce.

Created user guide for Salesforce application rolled out for users and update guide for new enhancements and features that are being rolled out.

Organization: Infojini

Designation – Business Analyst (CRM/Data)

Tenure – March 2019 to Sep 2019

Role: Salesforce Administrator

Client: NYCHA

Project Name: CRM Application Upgrade, Enhancements

Description: NYCHA is public sector organization providing housing for low and moderate income New Yorkers.

Roles and Responsibilities:

As part of validation of Salesforce Service Cloud for migration of CRM processes for Leased Housing, responsible for setup of user profile, roles, sharing rules in Salesforce.

Setup page layout and views for Case Management object in Salesforce.

Created workflow for case management process to be handled via Salesforce.

Responsible for managing reports, creating required report types for Service cloud implementation.

Responsible for adding validation rules for Case object that is extensively used for every housing request.

Responsible for defining the attributes in Salesforce for Account object and sharing rules for account.

Run sql queries to analyze data issues and run data updates to fix issues.

Organization: Compunnel Software Group Inc

Designation – Business Analyst

Tenure – August 2018 to Nov 2018

Role: CRM Analyst

Client: NetApp

Project Name: SAP CRM Upgrade

Description: Netapp is data Management Company that offers cloud data services for management of applications and data across cloud and on-premises. SAP CRM is used mainly for service management at Netapp. SAP CRM Upgrade program was setup to upgrade SAP CRM version from 5.2 to 7.4 to imporove CSR process on case management.

Roles and Responsibilities:

Create and update process documents for CSR and NSS Admin processes.

Evaluate the changes for CSR and NSS Admin processes in SAP CRM versions prior to and post upgrade.

Document the changes to UI elements for upgrade and updated process documents for it.

Worked closely with business team during UAT cycle and identify issues/defects and log in ALM.

Organization: ITC Infotech

Designation – Lead Consultant

Tenure – Feb 2014 to-June 2018

Project Name: ECO

Duration: Feb 2014 – June 2018

Role: Lead Developer (Product and Pricing, Quoting and Order Management and Siebel to Salesforce integration)

Client: Equinix

Description:

Equinix is global data Center Company, providing global interconnection platform to companies across industry.

GC2C is end to end implementation project for Equinix to improve the sales process.

Roles and Responsibilities:

Designing and develop solutions with Siebel pricing management at Equinix to derive all the additional prices required for Equinix sales process involving Siebel and singleview as billing system.

Built the Pricing workflow, used for all pricing calculations in Siebel for Equinix business requirements.

Build of CRs for Quoting, Order and Asset swap processes, Multi Add product functionality.

Designed solutions around pricing for performance improvement, analyze logs for large orders and provided and implemented performance tuning.

Design and develop Siebel to Salesforce integration for Quotes/Opportunities.

Validate Opportunity and Quote creation process initiation from Salesforce to Siebel.

Pull reports for booking numbers from Siebel quarterly for analysis on Booking/Churn and run reports in Salesforce to compare numbers between Siebel and Salesforce

Created solution change presentation and presented to business on how Bookings/churn in Siebel can be handled for Sales reporting.

Organization: Cognizant Consulting Services

Project Name: e-Hub, EIM and Service Accelerator

Duration: Sep 2013 to-date

Role: CRM Analyst

Client: NetApp

Description:

e-Hub program was setup to manage software licenses to support all licensing types and models at NetApp.

EIM was setup for creating Single Source of Truth (SSOT) for installed base data to support sales and support processes at NetApp.

Service Accelerator program was setup for migration of support site portal application from WebLogic Portal to WebCenter and improve user experience on support site.

Roles and Responsibilities:

Created business requirement overview document for e-Hub and EIM impact on NetApp Support Site. Verify data in SAP CRM and Support Site for existing Software License management, entitlements understanding.

As CRM Analyst, as part of Service Accelerator program, was responsible for creating user stories in Rally, activity flow diagram and use case documents for few of processes by working closely with business. (Application Search which involved integration of portal application with SAP CRM to view data, part request process. Created wireframes/ui mockups as part of role.

Worked closely with QA team in verifying test cases and drafted UAT cases.

Organization: CMC Americas

Project Name: GC2C

Duration: April 2013 to-Aug 2013

Role: Siebel consultant (Product and Pricing)

Client: Equinix

Description:

Equinix is global data Center Company, providing global interconnection platform to companies across industry.

GC2C is end to end implementation project for Equinix to improve the sales process.

Roles and Responsibilities:

Designing solutions with Siebel pricing management at Equinix to derive all the additional prices required for Equinix sales process involving Siebel and singleview as billing system.

Designed the Pricing workflow, used for all pricing calculations in Siebel for Equinix business requirements.

Responsible for identifying gaps in process and Functional design and directly interact with business in verifying the requirements and updating the design documents.

Work closely with team at Equinix in reviewing the Technical Design and providing the right and optimal solution and create technical design documents for it.

Reviewed test cases for pricing requirements.

Organization: Accenture Services Pvt Ltd

Designation – Associate Manager

Tenure – Sep 2011 to Dec 2012

Role: Associate Manager

Client: NII Holdings – Nextel Mexico

Roles and Responsibilities:

Responsible for leading requirement analysis, delivered design and build of Siebel application.

Created project plan and tracked it for meeting timelines.

Responsible for driving CRP sessions during build phase and also creation UAT plan.

Created use cases for Bulk Order functionality, Warranty and replacement, SLA in order management from BRDs.

Lead the migration team in mapping existing customer data to new system and loading same.

Played key role in drafting the retrofit process to make it global solution and responsible for creating the retrofit plan and managing the same with a team of 30.

Responsible for managing defects during Test Phase and defects are assigned and closed appropriately.

Work closely with Test team in reviewing test plan, test cases and defect tracking.

Responsible for closing on RTM to verify requirements are captured accurately in design and build.

Organization: IBM India Pvt Ltd

Designation – Technical Team Lead

Tenure – Jul 2003 to Aug 2011

Projects: ITINeovision, Oracle CoE, Belgacom, NYCHA, T-Com, STC

Roles: Siebel Offshore Technical Lead for Product Management/Order Management, Siebel SME, AIA Lead, Siebel Consultant, Developer,

Clients: ITI (‘n’), Belgacom, NYCHA, Deutsche Telecom, Siebel

Roles and Responsibilities:

Lead the Siebel Product Management and Order Management track in terms of designing solutions based on requirements for Telco/media clients. Travelled onsite on various occasions during design phase to arrive at correct functional and technical design. Responsible for providing estimates and drafting the project plans for Siebel modules lead during tenure. Worked closely with test team to review test scenarios and application met all user requirements.

As Siebel SME for NYCHA project, travelled to client location verify requirements and finalise the functional design. Involved in various requirement verification sessions with client. Created design document for Case Management.

As Siebel SME of Oracle CoE team, responsible for maintaining environment (Siebel) for demos, prototypes for various telecom use cases proof of concepts for IBM’s clients globally on Telco specific, complex, end to end business process realizations. Created assets/intellectual capital for IBM internal from IBM Telco focal point.

As AIA development team lead for Belgacom, lead and executed AIA development team. Responsible for creating the build plan and tracking the project progress based on the plan. Responsible for tracking defects to resolution during test phase. Co-ordinate AIA issues across IBM teams. Responsible for organizing KT sessions, drafting project overview presentation during client briefing sessions.

As Siebel developer for T-Com, responsible for development and design of phone number search and booking, and customer visit date booking, relocation functionality which were part of Order provision and address change process. Additional Responsibility: Responsible for QA process to align developer’s code and configuration with guidelines by setting up MyQA sessions for team.

As Siebel Technical Support engineer was responsible for Analyzing Service Requests for Siebel 7.8/Siebel 7.7/Siebel 7.5.3/ Siebel 7.5.2/ Siebel 7.0.4/ Siebel 7.0.3 raised by various Siebel customers in the areas of Configuration, eConfigurator, ePricer, Document Server, Field Service, eTraining modules. Was key member in team in handling service requests in eConfigurator area, testing of eConfigurator constraints, customizable product model setup based on attributes, simple products, eConfigurator user interface related queries, ePricer related queries. Additional responsibilities included mentoring new joiners on handling Service Requests for three to four months, updating of knowledge items for the team and for Siebel Support Web, duty engineer duties in managing the unassigned queue.

Achievements

IBM Bravo Award in March 2005 for excellence in delivery at STC All Hands Meet.

IBM Bravo Team award for the quarter in March2005 at STC All Hands

IBM Bravo Award in Feb 2006 for excellence in delivery at Team meeting.

Client appreciations on awarding as Primary back up role in the area of Client Functionality for Siebel Technical support in April 2005 for handling complex issues.

IBM Top talent and Technical Resource for the year 2007/2008/2009

Awarded Thank You Award for driving the MyQA sessions for Bangalore TCOM Siebel Team

Awarded IBM Bravo for dedicated efforts in Telco COE team.

Awarded Accenture Stellar Award for efforts in project Nextel.

Client award for development efforts at Equinix

Education and Background

Bachelor of Engineering in Electronics and Communications, Manipal University, Karnataka, India (1999 – 2003)

Siebel 7.7 Core Consultant Certificate - 2005

Data Science Math Skills: (Coursera February 2018)

Data Analytics Certificate Cornell University (September 2018) –

Courses: Understanding and Visualizing Data, Implementing Scientific Decision Making, Using Predictive Data Analysis

Programming for Everybody (Getting Started with Python) – Course Certificate

Salesforce Certified Administrator – 2021

Salesforce Trailhead- Prepare for CPQ Specialist

Salesforce Trailhead- Salesforce Developer Beginner

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