Farrokh Jilani

adrkfj@r.postjobfree.com

Newark, CA 94560

Has a Bachelor’s Degree in Computer Science and Economics, with over 21 years of experience as a Project Manager, Business Analyst, Web Producer, and QA Analyst with a special focus on Portfolio and Operations Management, Data Management, and Analytics Systems Development. Possess diverse experience in working with worldwide cross-functional teams of diverse stakeholders in the Information Technology both in the Finance Industry as well as in Tech World. Implemented Agile and Scrum methodologies towards customer-centric information systems management. Proactively implemented SOX (Sarbanes-Oxley) compliance measures to ensure alignment with corporate controls in regards to corporate governance, disclosure and financial accounting. Customer-focused Business Analyst/Admin with over 9 years of experience in improvement-based technical project management and business analysis. Demonstrated mastery in facilitating evaluation of requirements for business application integration and service activation; able to consistently deliver enhancements and solutions that drive customer satisfaction and loyalty. Salesforce.com, Sales Cloud, Service Cloud, Salesforce Sandbox POC, Salesforce Reports & Dashboards, Cloud Computing, Program/Project Management, Scrum, Saas, Agile, Data Integration, Marketing, B2C, B2B, API’s, Security, Web Services, SDLC, QA Testing, Sales Enablement, Data Analytics, Change Management, Apttus, x-Author, records migration, Salesforce training and support. Salesforce Data loader, user setup, profile creation, Case management. Google docs. Salesforce Lightning apps configuration and implementation. Software renewal process. Microsoft Office Tools, MS Project, Visio, Jira, SharePoint Tools. Application governance.

Possess excellent team building skills. Has an innate ability to adapt to new technologies and situations with ease. Possess excellent verbal and written communication, and organizational, issue resolution, analytical and problem solving skills that centers on customer service management, solution ownership and delivery. Is able to work independently, and as part of a team in structured as well as in unstructured environments.

Specific Expertise

Extensive experience for infrastructure and software testing and managing technical product development lifecycle while working as a Senior Project Manager and Business Analyst.

Interact with business users, identify and implement business technology procedures. Involved in traveling and setting up of software solutions at different sites of a customer as well as training business users after installation of the infrastructure of the software.

Extensive experience in leading, planning, scheduling, estimating, forecasting, coordinating, controlling, managing, and delivery.

Experience in realizing the business requirements to design on salesforce.com platform by designing the required entities.

In depth knowledge of the Iterative Software Development Life Cycle (SDLC) using Rational Unified Process (RUP). Expertise in implementing Agile and Scrum methodologies through the four project phases, i.e., Inception, Elaboration, Construction and Transition.

Highly motivated team leader with excellent communication, presentation and inter-personal skills, always willing to work in challenging and cross-platform environments.

Facilitated User Acceptance Testing (UAT), Business Acceptance Testing (BAT), Production Acceptance Testing (PAT), Joint Application Development (JAD) Sessions for requirements gathering and business area analysis to identify business needs and technological improvements.

Extensive experience on Service Cloud Implementation and Field Service Lightening (FSL) integration with Salesforce.

Specialist in WWW Enterprise and Web Content Management.

Proficient in Keynote, Final Studio and Adobe Photoshop.

Working knowledge of storyboarding, graphic design, video/audio production, digital media, web content and User Interface as well as system integration and management.

Extensive experience with Google Suite and Microsoft Office products: Project, Word, Excel, PowerPoint, and Visio as well as Apple products (Keynote, numbers).

Working Knowledge of Vendor management and Data Center moves and upgrades.

Successfully facilitated deployment (Requirements gathering, Functional Design Spec’s, Technical Design Spec’s, Deployment/Design, UAT, Post Production Support) of Common Product List (CPL) Enterprise level Project

Extensive experience working with Salesforce (CRM) Sales, Service, and Marketing Cloud, Salesforce Communities

Participated in 6 full life cycle Salesforce implementation projects as Salesforce Admin/Business Analyst

Strong understanding of Business Analyst fundamentals to include requirements gathering, JAD sessions and Use

Cases

Excellent people management skills, with the ability to effectively communicate with business stakeholders working across all levels of global organization

Active Learner: Understanding the implications of new information for both current and future problem-solving and

decision-making

Knowledge and experience with both waterfall and agile project methodologies

Work directly with customer and help in user story documentation, planning for Agile process, support SCRUM Master

Agile business requirement gathering sessions and design sessions experience

Skilled in analyzing business context and requirements for UAT testing purposes

Strong working knowledge of Apex and Visualforce development

Core Competencies:

Salesforce Administration• Salesforce Development • Salesforce Implementation/Customizations • Salesforce Configuration • Salesforce Integration • Salesforce Training • Business Analysis • Visual Force Development • Salesforce API • Apex • CRM • Agile Projects • Technical Support • Call Center Technologies • Case Management • Help Desk Processes • Solution Design/Architecture • Data Analysis/Management • Project Management • Software Support • Root Cause Analysis • Customer Service • Relationship Management • Reports & Dashboards• List Views • Data Mapping • Batch Processing • Data Gap Analysis • Data conversion • Data Modeling • Design modules • Requirements Gathering • Use Case • JAD Sessions • Functional Requirements • System Requirements • Business Requirements • Technical Design Specifications • UAT configuration requirements • Articulate specifications • Community Cloud • Agile • Scrum • User Stories • Agile Accelorator

COMPUTER & TECHNICAL SKILLS:

Operating

Systems

Software Applications

Networking

Data Management

CRM Platforms

Telecom Billing Systems

Salesforce Apps

Windows 2000

Microsoft Suite

LAN/WAN

Act by Sage

Salesforce

CSG

Adobe Echosign

Windows 2003

Norton Utilities

TCP/IP

Import Wizard

PeopleSoft

ICOMS

Congo Composer

Windows ME

Windows XP

SharePoint

Avaya One-X

VPN

CAT 5

Apex Data Loader

IBM Cast Iron ETL

SFDC Chatter

Draggin Role

Windows NT

Windows Vista

UNIX

AS400

MS Lync

Symantec

JavaScript

Kronos

Midas

WebEx

SQL

Ethernet

Routers

SAN

CTI

Data Mapping

Conga Courier

Informatica

Conga Merge

Force.com

BC OnDemand

Service Cloud

Marketing Cloud

Apex

Visualforce

Salesforce API

AppExchange

Agile Accelorator

Salesforce Functions:

• Solid experience supporting highly customizable SFDC platform while acting as a liaison between end users and

software engineers to develop business requirements and solution design.

• Assist in Software Release Management processes to deploy new functionality

• Custom and standard objects, workflows, email triggers

• Develops and maintains naming conventions of picklist, report folders, dashboards

• Importing and updating campaign data

• Creating and modifying list views and creating formulas

• Creating/Modifying Lead Assignment Rules

• Performs manual or automated data entry/data clean-up as required

• Creating new and modifying existing custom report types

• Workflow Rules, Validation Rules, Record Types, Page layouts Reports and Dashboards, Creation of customer buttons

• Public groups, Queues, Case Teams, Sharing Settings Deployment using Change Sets

• Gathering requirements and working with the developers, HR, Business Technology Services

• Modifying objects permission, workflow, page layouts, email alerts, sharing rules, permission sets, workflow alerts

• Importing and exporting data (Bulk import of data)

• Utilization of Microsoft Lync Screen share function and debugging tool for troubleshooting and resolving issues

AREAS OF FOCUS:

Ss

■Salesforce Lightning Communities

■Salesforce Service Cloud

■Salesforce Sales Cloud

■Salesforce Marketing Cloud

■Salesforce CPQ Apptus

■Salesforce Field Service Lightning

■Salesforce Financial Service Cloud

PROFESSIONAL EXPERIENCE

TIAA Financial Services

Charlotte, NC

Sr. Salesforce Business Systems Analyst/Admin

(Jan 2021 to Current)

Responsibilities:

Successful implementation of Salesforce.com CRM across multiple business channels.

Accountable for deliverables throughout all project life cycle phases (SDLC) from requirements documentation to release and delivery.

Gathered customer requirements for FSC implementations.

Provided detailed functional knowledge throughout the development process, with emphasis on translating needed business requirements into functional specifications.

Maintained insight to current industry best practices and emerging Salesforce.com functionality, and how they can be applied.

Served as an expert during the sales process to demonstrate the value of solutions built on FSC.

Applied Salesforce.com expertise to configure and support Salesforce.com Sales and Service Cloud functionality.

Assessed the business requirements and processes and align them with salesforce.com in order to achieve the business goals.

Worked with team to document detailed functional specifications, workflow diagrams, data dictionaries, Salesforce.com configuration, and other required artifacts (SDLC).

Assisted in the design and creation of Salesforce.com reports and dashboards.

Partnered with Quality Assurance team to document test plans and use cases, and participate in unit and integration testing as needed.

Worked with multiple project team members, including Business Analysts, Project Managers, Technical Leads, Developers, QA, and other System Analysts throughout each project.

Communicated process and system solutions to project team members and key business stakeholders.

Established, interpreted, executed and recommend modifications to policies.

Ensured governance, compliance, and regulatory processes are followed.

Managed morning standup meetings with team members to ensure sprints, work items, personal, and CSR’s are properly managed by utilizing Agile Accelerator.

AmerisourceBergen

Fort Mill, SC,

Sr. Salesforce CPQ Business Analyst

(Oct 2019 to Dec 2020)

Responsibilities:

Worked as a liaison between development team and business units

Captured business requirements through user stories and acceptance criteria’s

Developed Salesforce training content for Business Analyst within organization by utilizing Trailhead

Requirement Analysis, and Documentation, Configuration, Development and Deployment.

Implemented CPQ Advanced Approval for multi-level approval process with dynamic routing.

Setup Partner Discount using Price Rule and Lookup Object.

Created Quote Template.

Honeywell,

Remote

Salesforce FSL Consultant

(Mar 2019 to Sep 2019)

Responsibilities:

Managed multiple Salesforce implementation, integration, and design solution architecture projects.

Worked with clients to gather requirements in order to develop business and functional requirements

High level architectural design on projects per project requirements.

Facilitated project management status meetings to communicate updates to project task

Managed offshore salesforce development team.

Set up and configured FSL for Honeywell Field Service Operations

Helped to implement features of FSL Appointment Scheduling in order to get the project over the finish line for production

SAAS Group

Charlotte, NC

Salesforce Implementation/Lead Consultant

(Apr 2018 to Feb 2019)

Responsibilities:

Worked in high profile capacity as a Salesforce Lead on 3M Salesforce Implementation managing SFDC design solution/architecture

Led team of offshore developers in the delivery of technical systems and components

Projected Management role responsible for keeping SFDC design and development project phase on track

Translated business requirements into detailed architectures and designs

Documented all technical requirements and design technical solutions utilizing enterprise architecture standards including documenting all solution components and configurations

Experienced creating Salesforce Communities with client Org.

Solstas Lab Partners (Division of Quest Diagnostics)

Greensboro, NC

CRM Administrator (Salesforce)/Project Manager

(Dec 2016 to Mar 2018)

Responsibilities:

Managed all aspects project life-cycle (initiation planning, executing/controlling and closing) associated with Solstas instance of Salesforce.com in Sales, Marketing, Service Cloud environments.

Defined project requirements and business case, including complex problems and focus on bring issue to resolution, escalate as necessary to meet timeless.

Managed integration project of Solstas instance of SF.com and Quest Diagnostics instance of SF.com.

Created and modify custom and standard reports for all levels of management to include dashboards.

Trained new and existing users how to navigate Salesforce instance.

Wells Fargo Bank, NA, (Global Financial Institution),

Charlotte, NC,

Sr. Salesforce Administrator/Project Manager

(Nov 2015 to Dec 2016)

Responsibilities:

Responsible for defining, documenting and articulating functional scope. Also involved in technical analytical, problem-solving and identifying, analyzing, tracking and managing customer and application data flow issues throughout a software system.

Developed FSC prototypes & presented prototypes to clients as part of the implementation cycle.

Managed all aspects project life-cycle (initiation planning, executing/controlling and closing) associated with the GFI instance of Salesforce.com.

Defined project requirements and business case, including complex problems and focus on bring issue to resolution, escalate as necessary to meet timeless.

Created and deliver presentations to senior level management on project goals and plans including GFI Salesforce Project Target Time line Report and Weekly Salesforce Case Review Report.

Used apex triggers, batch apex, workflow / approval rules, to support our processes

Created or improved Visualforce pages

Provided insight & best-practice recommendations for our clients around the optimal use of FSC.

Created new custom buttons or support our existing ones

Worked with end users to conduct UAT with system.

Assigned pass or fail status and managed UAT testing results.

Trained and helped people to create reports, dashboards, and / or list views

Identified, created, and implemented new procedures that help meet compliance requirements, improve processes and efficiency.

Time Warner Cable

Remote

Salesforce Administrator

(June 2014 to Oct 2015)

Responsibilities:

Performed system administration functions for Sales, Operations, and Support personnel in Technology Environment.

Provided first level help and support and technical solutions for all end users of Corporate CRM System (Salesforce).

Resident expert for CRM systems used by entire sales organization and supporting employees.

Documented, verified, tested, and reported any programing related issues to development group for resolution

Analyzed work flows, validation rules, user profiles, escalation rules, and error messages in order to troubleshoot end user issues.

Run and created custom reports, adding and deactivating users in system, creating reports and dashboards

Helped end user navigate through system by answering basic to complex system questions.

Trained/mentored new Salesforce Administrators on highly customizable Salesforce environment at Time Warner Cable.

Created and maintained custom objects, fields, and formulas, validation rules and custom workflow, triggers, alerts.

Trained end users and answered questions with overall navigation and functionality of Salesforce environment to include Reports/Dashboards, custom, and standard objects (Lead, Accounts, Contact, Service Location, Opportunities, Service Request, Site Surveys).

One Work Place

Santa Clara California

Salesforce Systems Administrator/ Project Manager

(Sep 2013 to May 2014)

Responsibilities:

Implemented Sales and Marketing with a Furniture, Construction and AV company on Lightning

Performed Salesforce Training focus on adoption

Managed day to day updates and corrections if needed.

Focused on relationship management between partners and customers. Add contacts coach users.

Supported opportunity generation with users. Focused on building pipeline working toward forecast.

Google Nest

Palo Alto California

Description: Salesforce Programs Manager/ Business Analyst

(Nov 2012 to Aug 2013)

Responsibilities:

Consolidated updates for each project and roadmap in weekly status deck

Facilitated Monthly Salesforce Status and prioritization meetings

Completed Salesforce On boarding/Off boarding JIRA requests, including garnering approval via subtask from internal finance contact.

Troubleshoot/triage JIRA bugs on Services or Sales requests.

Assisted technical lead in prioritizing the Salesforce scrum board

Facilitated requirements gathering and review meetings with stakeholders

Garnered approval via JIRA subtask for scope and UAT execution of each project

Updated JIRA with release version dates

Created / Drafted use cases for business requirements document of each project

Drafted FDD/Test Cases (including RACI) for each project

Executed QA test scripts and necessary regression for each project

Drafted wiki Release Notes for each release and communicate to broader team

Supported testing within production environment as part of the release process. Granted Salesforce Administrator access based current role.

User Salesforce Workbench for updates to production based on Jira requests.

Supported Salesforce instance acting as Salesforce Systems Administrator for urgent production releases and or data fixes. In support of change management.

Symantec Corporation

Sunnyvale, CA

Salesforce Business Analyst/Admin

(Jan 2012 to Oct 2012)

Responsibilities:

Migrated 260+ users from Siebel on Demand (Oracle CRM) to Salesforce Sales Cloud.

Performed interviews, collect requirements, transform into business requirement to be implemented in Salesforce.

Worked with the business to migrate data to Salesforce.

Assisted business on specific need in Sales and Marketing. Write test plans, assist business in preparing specific test plans for the business to follow in Test and user acceptance testing.

Prepared mapping from Siebel to Salesforce for transformation of records. Leads, Accounts, Opportunities.

Supported the business as Salesforce Systems Administrator

Managed requests thru Jira, prepare stories and request for support activities.

Prepared training outlines for Object level training.

Support business based on software renewal process.

Wrote SQL queries against data warehouse to confirm opportunities updated for renewal. The tool in use was Toad.

Wrote SOQL script to add records to production for annual subscription of opportunities.

Wells Fargo

San Francisco, CA

Lead Digital Web Producer - AVP

(Dec 2010 to Dec 2011)

Part of the Internet Services Group’s Online Sales Marketing (OSM) team and took part in running the Online store to increase customer engagement and profitability. As part of OSM’s Web Channel Management delivery team, managed and produced multiple maintenance and content management platforms simultaneously to deliver commitments on time, on budget and within agreed upon scope. Took ownership of the maintenance queue requests and managed to the business priority and impact. Managed all aspects of assigned tasks including development and management of requirements, risk, schedule, budget, available resources and quality. Regularly communicated release status through reports, regular triage meetings and sponsors meeting as needed. Communicated significant risks and issues early, with corresponding mitigation strategies to minimize impact to stakeholders. Also responsible for content updates on public and online banking pages.

Responsibilities:

A comprehensive understanding of Content Management systems and principles.

Worked with regional and worldwide teams, and external partners to develop and produce content while constantly assessing requirements as needs evolve.

Managed and produce, the web (WWW, E-Business) and Online Sales Platform (Apps2k, online banking and mobile banking) queue based on business priority and impact.

For large projects, Waterfall methodologies were used while for maintenance, Legal and Compliance request and small projects, Agile methodologies were used.

Managed the maintenance platform to provide direction and oversight of key deliverables: queue capacity, risk assessment, escalation contact.

Accountable for defining and maintaining a comprehensive work plan with clear objectives, roles/responsibilities, deliverables, activities, schedule, deadlines, and success criteria for measuring team effectiveness.

Facilitated communications among all stakeholders, including internal and external business and technology development and support teams.

Managed the execution of training documentation along with process improvement opportunities to better support team efficiency.

Conducted impact assessments and manage risks/issues to resolution, while ensuring communications to all impacted teams are clear and consistent. Issues may stem from production escalations.

Consistently ensured the focus of the teams is directed on accomplishing tasks that are directly aligned to approved activities and critical path.

Proactively identified and removed roadblocks that slow the team’s progress against the schedule and overall objectives.

Worked with hiring manager to assess and monitor maintenance operations

Validated maintenance tasks in production deployments, which occur outside of standard business hours.

Lead project teams and build strong relationships with team members across multiple business groups.

Customer oriented approach and proven record of delivering solutions.

Specialist with Content Management Systems (Documentum, XMetaL, SDL Tridion, AEM) and creation of Website Taxonomy (metadata, Reports, Structure Groups, Folders, dropdown list, dynamic content, workflows and bundle creations etc.).

Analyzed content structures and taxonomies to deliver content effectively.

Implemented complex content and taxonomies changes to support business needs.

Provided guidance on complex content and taxonomies.

Managed complex Content Management Projects.

Used Final Studio Applications and Adobe Photoshop to update executive and Corporate Communications through Web Channel Management process.

CISCO,

San Jose, CA

Infrastructure Project Manager

(Feb 2010 to Nov 2010)

Part of the Infrastructure team and took part in running the IT Platform Projects. Managed multiple maintenance platforms simultaneously to deliver commitments on time, on budget and within agreed upon scope. Took ownership of the maintenance queue requests and managed to the business priority and impact. Managed all aspects of assigned tasks including development and management of requirements, risk, schedule, budget, available resources and quality.

Responsibilities:

Identified, assess and managed risks to the success of the project.

Ensured that realistic project and quality plans are prepared and maintained and tracks all activities against the plan, providing regular and accurate reports to stakeholders, as appropriate.

Managed the change control procedure and ensured that project deliverables are completed within planned cost, timescale and resource budgets, and are signed off. Gained agreement for revisions to the project(s) from project sponsors.

Actively represented the project team, ensuring that effective relationships are built and maintained with the business.

Ensured that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured. Produced appropriate documentation to support these processes.

Evaluate and recommend/decisions on technical options as appropriate.

Managed Data Center upgrades and moves.

ARM INC,

San Jose, CA

Infrastructure Project Manager

(June 2009 to Jan 2010)

Part of the Infrastructure team and took part in running the IT Platform Projects. Managed multiple maintenance platforms simultaneously to deliver commitments on time, on budget and within agreed upon scope. Took ownership of the maintenance queue requests and managed to the business priority and impact. Managed all aspects of assigned tasks including development and management of requirements, risk, schedule, budget, available resources and quality.

Responsibilities:

Took full responsibility for the definition, documentation and satisfactory completion of medium-scale projects.

Identified, assess and managed risks to the success of the project.

Ensured that realistic project and quality plans are prepared and maintained and provided regular and accurate reports to stakeholders as appropriate.

Ensured Quality reviews occur on schedule and according to procedure.

Managed the change control procedure, and ensured that project deliverables were completed within planned cost, timescale and resource budgets, and are signed off.

Provided effective leadership to the project team, and took appropriate action where team performance deviates from agreed tolerance.

Ensured that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured. Produced appropriate documentation to support these processes.

Evaluate and recommend/decisions on technical options as appropriate.

Vendor Management: Worked closely with Vendors like NetApp, HPM Networks, Cisco, Verizon, AT&T and many more during project phase.

Managed Data Center upgrades and moves.

Kaiser Permanente

Pleasanton, CA

Project Manager/Web Producer

(Aug 2008 to June 2009)

Part of the Internet Services Group’s Online Sales Marketing (OSM) team and took part in running the Online store to increase customer engagement and profitability. As part of OSM’s Web Channel Management delivery team, managed multiple maintenance platforms simultaneously to deliver commitments on time, on budget and within agreed upon scope. Took ownership of the maintenance queue requests and managed to the business priority

and impact. Managed all aspects of assigned tasks including development and management of requirements, risk, schedule, budget, available resources and quality. Regularly communicated release status through reports, regular triage meetings and sponsors meeting as needed. Communicated significant risks and issues early, with corresponding mitigation strategies to minimize impact to stakeholders. Also responsible for content updates on public and secure sites.

Responsibilities:

Managed/Analyzed the CA WPP requirements gathering and documentation for KP.org based on business priority and impact.

Accountable for defining and maintaining a comprehensive work plan with clear objectives, roles/responsibilities, deliverables, activities, schedule, deadlines, and success criteria for measuring team effectiveness.

Facilitated communications among all stakeholders, including internal and external business and technology development and support teams.

Managed/created the execution of training documentation along with process. improvement opportunities to better support team efficiency.

Conducted impact assessments and manage risks/issues to resolution, while ensuring communications to all impacted teams are clear and consistent.

Consistently ensured the focus of the teams is directed on accomplishing tasks that are directly aligned to approved activities and critical path.

Proactively identified and removed roadblocks that slow the team’s progress against the schedule and overall objectives.

Lead project teams and build strong relationships with team members across multiple business groups.

Implemented the process and managed documentations for the team members through share point, Wiki and project directories.

Used Final Studio Applications and Adobe Photoshop to update executive and Corporate Communications through Web Channel Management.

Specialist with web content management (Documentum, XMetaL, AEM).

Miscellaneous Professional Experience (Details will be provided upon request)

Bank of Oklahoma, Tulsa, OK

(Jan 2007 – July 2008)

Project Manager/Content Producer

Verizon, Rochester, NY

(Mar 2005 – Dec 2006)

Project Manager

Nexstar Financial, St. Louis, MO

(Mar 2004 – Mar 2005)

Sr. Business Analyst

Walmart, Bentonville, AR

(Mar 2003 – Feb 2004)

Lead Business Analyst

Royal Bank of Canada, Toronto, Canada

(Jan 2001 – Feb 2003)

QA/Business Analyst

Symcor Services Inc, Mississauga, Canada

(May 1996 – Dec 2000)

QA/Business System Analyst

EDUCATION

Bachelors of Arts with majors in Computer Science and Economics, McMaster University, Canada

Successfully completed the courses in Business Analysis, Technical Writing,

Training Development, Project Management, Time Management, Leadership

CERTIFICATIONS

Salesforce

Contact this candidate