Salesforce Administrator Call Center

Ahmed Ahmed

Salesforce Administrator

Phone: +1-571-***-**** Annandale, VA, 22003 Email: ************@*****.***

Summary:

•Extensively Obtained 5+ years of tremendous experience in Salesforce CRM platform.

•Over 10+ year in software and IT.

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

•Proficient in the areas of writing BRD, SRS, FRD and design and development of use case scenarios.

•Designed various Custom Objects, Custom Fields, Page Layouts, and Custom Tabs and Record Types as per the requirements.

•Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Email Services, Approvals Processes, Workflow Rules, Validation Rules, Reports, Dashboards, Tasks Events.

•Extensive experience in data migration and integration using Data Loader and Informatics Tool.

•Expertise in CRM business processes like Forecasting, Campaign Management, Lead Management, Pipeline Management, Account Management, and Case Management.

•Experience in analyzing business requirements, entity relationships and converting to Salesforce custom objects, Lookup Relationships, Master-Detail Relationships.

•Proficient in designing Custom Formula Fields, Roll up summary, Field Dependencies, Field Updates, and Email generation according to application requirements.

•Knowledge of Apex Trigger, Apex Class, Apex Test Methods, Visualforce Pages, SOQL, SOSL, Web Services.

•Configured and maintained user security permissions according to organizational needs.

•Involved in data-mapping and migration of data to SalesForce.com Objects and fields. Integrated Salesforce for Outlook.

•Experience in training the internal business users to use the SFDC application.

•Excellent communication and inter-personal skills, technical documentation and reporting skills, accustomed to working in both large and small team environments.

•Ability to effectively communicate technical issues and resolve problems at all levels of the organization both internally and externally.

•Handled scrum team, daily Scrum Meeting, Planning, Scope, daily Status Tracking, Coordination, Problem solving, Defect Triaging, Sprint Grooming and Retrospective Meeting.

•An effective team player with excellent problem solving and interpersonal skills. Strong leadership abilities and a quick learner to new concepts and applications.

•Strong written and verbal communication skills.

Skills:

Methodologies:

SDLC, Agile, Waterfall

SalesForce.com:

Force.com Apex Classes, Visual Force, Apex Trigger, Dashboards, Reports, SFDC Eclipse Plug-ins, Force.com IDE for Eclipse, Apex deployment Tools, Data Loader.

Web Technologies:

HTML, CSS, APEX

GUI and Tools:

Force.com IDE, Eclipse IDE, Apex Data Loader, Dataloader.in

Version control:

Git, Subversion, GitHub, Gitbash

Data Bases:

MySQL, SQL

Operating Systems:

Windows, Linux, Mac OS

Education:

Bachelors of Computer Science

University of Sciences & Technology

Experience:

Nike Inc,

Aug 2020 to Present

Salesforce Administrator

•Implemented the requirements on SalesForce.com platform and SalesForce.com IDE Plug-in using Eclipse.

•Interview stakeholders to gather and elicit business requirements.

•Translate business requirements to technical requirements.

•Create functional requirements, user stories, and acceptance criteria.

•Work closely with developers and testers throughout project phases

•Participating in the Agile practices SAFs, and Scrum process ensuring the general practice of Scrum is utilized and all meetings and artifacts are accounted for during the project. This included sprint planning, sprint review, sprint grooming, and retrospectives.

•Monitoring and maintaining applications, ensuring proper updates and compliance with requirements and providing RCA for the issue that occurred.

•Created new User Accounts and assigned Profiles as per their role in role hierarchy.

•Upgraded apps from Salesforce Classic to Lightning to develop a rich user interface and better page interaction. Importing and Exporting Data using Apex Data loader.

•Customized Page layouts for Standard/Custom objects and assigned Record Types.

•Created Data Validation rules and Formulas as per business requirement.

•Used agile methodology of development for all the project requirements given by the BA Team. Also have regular scrum meeting between BA and Developer team to discuss issues and goals fulfilled.

•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 various salesforce.com Standard objects like Accounts, Contacts, Leads, Cases, Reports, and Dashboards.

•Created Workflow Rules to automate Tasks, Email Alerts, Field Updates and Outbound API Messages.

•Created Reports and Dashboards to track Opportunity pipeline/Stages for Management visibility.

•Designed, and developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.

•Designed various Web Pages in Visual Force for capturing various customer enquiries and Implemented logic for migrating cases to different queues based on the type of customer enquiry.

•Created and used Email templates in HTML and Visual Force.

•Integrated the Web Services by generating the necessary stubs from the WSDL files for extracting the data from the home grown applications by using the home grown web services.

•Packaged and Deployed customizations from Sandbox to other environments using Force.com IDES.

Dynamic Consulting Services, VA July 2017 to July 2020

Sales Force Administrator

•Interacted with various business team members to gather and documented the requirements.

•Prepared technical documents and implemented the requirements on Salesforce.com platform.

•Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Cases, Opportunities, and Campaigns.

•Designed, Implemented and deployed the Custom objects, Custom Fields, Page layouts, Custom tabs, and Components, to suit to the needs of the application.

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

•Rolled out Salesforce Chatter to all users to improve and accelerate company-wide Communication.

•Involved in creating and customizing Email template and configuring them to the email alert within the workflow rule for a standard/custom object.

•Set up Assignment rules, Web-to-Lead and Auto-Response rules.

•Configured validation rules based on business requirements. Created custom reports used Tabular, Summary and Matrix reports.

•Designed and modified Approval processes and created Approval steps which used email alerts and field updates.

•Applied workflow processes, workflow actions and time dependent workflow actions.

•Extensively used tools such Informatics for integration of data. Used Apex Data loader for bulk import and export of data. Configured and integrated Salesforce for Outlook.

•Customized Apex Triggers, Apex Classes, Apex Test Methods and Visualforce Pages.

•Conducted internal training sessions for business users on Salesforce technology functionalities, especially with respect to reports.

Azmeel Contracting Company - KSA Jan 2006 –Mar 2016

Senior Oracle Developer

Responsibilities:

Reviewed PL/SQL code and modified the development of new requirements.

Worked with Dynamic SQL, Composite data types & Global Temporary Tables.

Created records, tables, collections (nested tables and arrays) for improving Query performance by reducing context switching.

Developed Advance PL/SQL packages, procedures, triggers, functions, Indexes and Collections, and materialized views for remote instances.

Handled errors using Exception Handling extensively for the ease of debugging and displaying the error messages in the application.

Extensively used the advanced features of PL/SQL like Records, Tables, Object types and Dynamic SQL.

Worked on SQL*Loader to load data from flat files obtained from various facilities every day.

Data Load from flat files into Oracle tables using SQL*Loader, and PL/SQL procedures.

Possess strong cross team/group collaboration skills, ability to foresee and analyst project risks, develop risk management plan and mitigate subsequent issues.

Worked on Complex SQL queries involving inner joins, outer joins, unions involving many tables and many records having huge amount of data using TOAD.

Modifying the queries to reduce the time for performance issues.

Created scripts for new table creation in the application using TOAD.

Implemented business logic with Oracle-stored procedures, functions and triggers using PL/SQL.

Developed several SQL's to standardize data for converting dates and business rules to fit into Oracle format.

Used various Triggers and Stored Procedures to validate data at each level.

Worked on various projects involving Oracle Applications Human Resource Modules Implementation (11i, 12i), Upgrades (from prior releases), Production Support, Agile Product Lifecycle Management (9.3.1) Implementation and its integration with Oracle EBS.

Created database objects like tables, views, sequences, synonyms, indexes using Oracle tools like SQL*Plus, SQL Developer and Toad.

Involved in the continuous enhancements and fixing of production problems.

Did Unit Testing of Database PL/SQL Packages, Procedures, Functions and Database Triggers.

Certifications:

Salesforce Certified Platform Developer

Salesforce Certified Administrator

Certification on OCP 9i (Oracle Certified Professional) - Developer track

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