Salesforce Administrator Call Center

Mohammed

Certified Salesforce Administrator

Professional Summary:

5+ years of IT experience in Salesfoce.com and Force.com platform in administration, analysis, design, deployment, integration and classic to lightning migration.

Expert level in understanding of Salesforce.com CRM and its Development Life Cycle Followed the agile methodology.

Good experience on Salesforce Lightning Schema Builder, Process Builder, App Builder, Components and Lightning Connect.

Experience in SFDC Configurations/Customizations - as Administrator.

Experience in developing Custom Objects, Custom Fields, Page Layouts, Tabs, Field Dependencies, Relationships, Validation Rules, Workflow Rules, Approval Process and Data Management, Web services with HTTP/SOAP message communication.

Experience in working Sales Cloud and Service Cloud, Custom Cloud, Chatter and App Exchange applications.

Experienced in analyzing business requirements, Entity Relationship diagram and implementing them to Salesforce custom objects, Junction objects, master-detail relationships and lookup relationships.

Good Experience in data migration and integration using Data Loader.

Expertise at administrative tasks such as User management, creating Users, Profiles, Roles and Permission Sets, Workflow Tasks and Events, Email notification and templates, Flows, Reports and Dashboard..

Worked on customizing and development of Communities.

Developed a Human Resources Service Cloud and customer community.

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

Used data migration tools such as Apex Data Loader, Salesforce Import and Export Wizard, and Force.com Migration tool, force.com CLI, Automated Metadata export.

Good Experience in Deployment using change sets and eclipse tools.

Involved on creating lightening pages inside lightening community builder.

Experience in creating Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features

Worked on following deployment techniques Change Sets, Bamboo, Force.com Migration Toolkit

Have exposure in Customer Portal and Self -Service Portal.

Skilled in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, Campaigns as per client’s need.

Well versed in understanding and analyzing of Salesforce CRM Automation business processes.

Good experience in building web services through SOAP and REST API.

Expertise in SOQL and SOSL for querying Salesforce database.

Good team player with time management skill, leadership qualities and willing to play a vital role in the team environment to meet objectives.

Education:

Completed MBA from Centennial College 2015.

Certifications:

Salesforce.com Certified Administrator(ADM-201)

Salesforce.com Certified Platform Developer 1

Work authorization:

I am a Citizen of Canada

Technical Skills:

SFDC Technologies

Apex Classes, Controllers and Extensions, Apex Triggers, Salesforce Lightening, Components, Controllers, Sales cloud, Service cloud,, Visual Force Pages, SOQL, SOSL.

SFDC Tools

Apex Data Loader, Force.com IDE (Eclipse), Bamboo,Force.com CLI, Apttus CPQ, Conga Composer, Force.com Migration Tool

Languages

Apex, Java, Java script, My SQL database, PL SQL

Operating System

Windows XP, Windows Vista, and Window 7

Web Technologies

Ms Office, XML, CSS, Web Services(SOAP & REST,API), HTML

Work Experience:

Brix Marine, Port Angeles, WA, US. Sep 2020 – Mar2022

Role: Salesforce Administrator

Roles & Responsibilities:

Performed the role of Salesforce.com Administrator in the organization.

Worked with various salesforce.com objects like Accounts, Contacts, Leads, Opportunities, Reports and Custom Objects.

Good Knowledge on community cloud Module.

Worked on Salesforce Community cloud like how to engage with employees, customers, partners.

Created and used Email templates in HTML, Custom (without using Letterhead), Text and Visual force.

Interacted with the Salesforce.com premium tech support team on a regular basis.

Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into salesforce.com, checking for the correctness of the data.

Involved in Business requirement meetings like gathering information for IT team and also analyzing the information provided by Business users.

Interfaced with Business user to update the business requirement document as well as testing document.

Upgraded some apps from Salesforce classic to lightening experience to develop rich user interface and better interaction of pages.

Formatted and migrated the user data into Lightning Experience. Tested the Lightning components for small set of test users.

Replaced all standard buttons and actions with Quick Actions or Lightning Components.

Retrieved customer data from third party APIs and migrated the data to be displayed on Salesforce Lightning Components.

Worked on Service Cloud and involved in configuring and integration of CTI for Inbound and Outbound calls.

Used Bitbucket, Jenkins, for code migration from Personal Sandbox to Dev.

Implemented call center on Salesforce with CTI integration. Resolved issues connected to Call Centers, usage of CTI adapters and Mobile applications.

Created page layouts, organized fields and other components on a record detail and edit pages.

Developed Apex Classes, Apex Triggers and Validation rules.

Used Dashboards and reports to show the performance of the offices and also time taken to assign Leads.

Implemented new enhancements including creation of custom objects, workflows, email alerts and templates

Developed and maintained visual force, Force.com pages and integration to other third party solutions

Maintained multiple user roles, security, profiles, workflow rules, etc.

Demonstrated ability to effectively communicate technical issues and resolve problems at all levels of the organization both internally and externally

Environment: Saleforce.com platform, Salesforce Lightning, Service cloud, marketing cloud, Apttus CPQ, Visual Force (Pages, Component & Controllers), CTI, Apex Language, Data Loader, HTML, S-Controls, Dashboards, Reports, Production environment, Workflow & Approvals, Flows, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse, IDE Plug-in

Stratpharma, Baltimore, MD, USA. Feb 2017 – Jul 2020

Role: Salesforce Administrator

Roles & Responsibilities:

Designed and deployed the Custom objects, Entity-Relationship data model, validation rules on the objects and tabs, Page layouts, Custom tabs, Components, Visual Force Pages to suit to the needs of the application.

Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using Eclipse and also Apex Classes, Apex Language Apex Triggers, Apex Web services.

Involved in querying Salesforce tables using SOQL & SOSL queries using Force.com Explorer.

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

Involved in setting up field level access for each custom object created based on the user’s role within the organization.

Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into Salesforce.com, checking for the correctness of the data.

Worked with field & page layout customization for the standard objects like Account, contact, Workflow Rules, approval Processes, Reports, Dashboards.

Created custom service cloud application on top existing solution to improve the productivity of CRMs.

Created Reports & Dashboards to view data from custom object.

Worked on role hierarchy & sharing rules to configure visibility.

Customized page layouts for Accounts, Contacts, Campaigns, Leads, Opportunity depending upon user roles and groups.

Designed various HTML Email templates for Auto-Response to customers. Deployment of code from sandbox to production using Force.com IDE tool.

Worked on Agile and Scrum Methodology for Salesforce custom app implementation.

Created Visual force pages and Visual force components to achieve custom functionality.

Involved in discussions with Business Analysts about work flow and customizations of page layouts.

Experience in using Force.com web service API for implementing WSDL in the application for access to data from external systems and web sites.

Involved in business process reviews, regression testing with BA team and testing team.

Environment: Saleforce.com platform, Visual Force (Pages, Component & Controllers), service cloud, Apex Language, Data Loader, Jenkins, HTML, Java Script, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in, Windows

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