Michael Davis

Email: adzydz@r.postjobfree.com

Professional Summary:

* ***** ** ********* ** consulting experience encompassing Business Analysis, System Analysis, Data Analysis, Requirement Analysis, and Business Process Modeling.

Proficient in the full Software Development Life Cycle (SDLC), including interpreting business needs, crafting business requirements, devising plans, drafting functional specifications, creating use cases, developing product backlog documents, user story documents, test cases, and generating system analysis reports.

Demonstrated analytical prowess in Agile-SCRUM and Waterfall development environments.

Exceptional technical writing and communication skills adept at producing Business Requirements Documents (BRD), Functional Specifications Documents (FSD), User Stories, and Use Case Specifications.

Strong grasp of Agile and Waterfall development methodologies.

Effective team player, collaborating seamlessly with QA testers, developers, and cross-functional team members to validate and test complex project scenarios, ensuring project quality standards are upheld.

Hands-on experience in Sales Cloud, Service Cloud/Communities, and Lightning implementations.

Proficiency in working across sales, marketing, and business operation teams to foster collaborative continuous improvement initiatives with peers and leadership.

Skilled in data analysis and reporting to uncover trends, extract pertinent insights, and provide strategic recommendations.

Competent in creating comprehensive test plans, scenarios, cases, and scripts, proficiently executing functional, system, integration, performance, smoke, regression, and user acceptance testing.

Adept at translating business strategy into detailed specifications.

Meticulous attention to detail, with a deep understanding of how processes integrate into the broader business model.

Knowledgeable in product and website analytics tools such as Amplitude and Google Analytics.

Familiarity with digital marketing dynamics and key performance indicators (KPIs).

Profound understanding and implementation of OWD, sharing rules, and security features within existing applications.

Proven record of accomplishment of contributing effectively to agile scrum teams and a keen interest in tackling e-commerce challenges, with a solid grasp of the Salesforce ecosystem.

Comprehensive understanding of the Salesforce platform, demonstrated by the ability to build custom apps and objects, formulate fields, design workflows, create custom views, and handle intermediate complexity content.

Hands-on experience with business applications including Salesforce Service Cloud, Chat, knowledge base, and survey tools.

Successfully managed large-scale Salesforce projects, including transitioning to Salesforce Lightning and implementing Service Cloud, various support channels, and case routing rules.

Technical Skills:

Salesforce Technologies

Apex, Visualforce, Triggers, SOQL, SOSL, Workflow & Approvals, Formulas, Validation Rules, Email Templates, Roles & Profiles, Dashboards, Reports, SFA, Force.com IDE, Eclipse, Apex Data Loader, and Web Services

Salesforce Tools

Force.com API tools (Data Loader), Force.com Excel Connector, Data loader, Developer Console

Languages

Apex, Java, PL/SQL

Cloud

Sales, Service, Marketing, Community

Databases

Oracle, MS SQL Server

Operating Systems

Windows Variants, UNIX

Office Tools

MS Excel, MS Word, Outlook

Education & Certifications:

Bachelor of Science: Business Administration (MBA), Mercy College, NY, US (2016)

Certified Salesforce Administrator

Certified Salesforce App Builder

Certified Salesforce Business Analyst

PROFESSIONAL SUMMARY:

Amgen, Tampa, FL April 2023 - Current

Salesforce Administrator/Analyst

Project Description:

Build a global Salesforce platform supporting all business functions across the enterprise. Salesforce strategy and framework to provide enablement, adoption and technical expertise, which accelerate Amgen’s core business Project, involves customization, integration and migration of customer data and Clinical product information into salesforce Health Cloud, service Cloud and sales cloud. Communities provided support by offering a self-service online Community where its Pharma provider customers can troubleshoot product issues, request on-site service, initiate returns, or generate product licenses on their own.

Responsibilities:

Experienced in demonstration of problem-solving skills by effectively resolving key implementation issues, ensuring successful project outcomes.

Collaborated within an agile team to enhance platform capabilities through activities like backlog grooming, sprint planning, and other agile ceremonies.

Contributed to shaping the platform vision by providing strategic guidance to stakeholders on leveraging Salesforce technologies.

Offered expert guidance to cross-functional teams on Salesforce platform best practices, encompassing application and integration development methodologies, architecture standards, functional and technical solutions, environment management, testing, and platform education.

Led the evaluation of business and technical requirements, providing insights into solution architecture that aligned with the overarching Salesforce Platform strategy.

Evaluated Salesforce releases and roadmaps, assessing their impact on current applications, orgs, and solutions.

Conducted platform administration tasks, ensuring data integrity, user account maintenance, and the creation of reports, dashboards, and workflows.

Negotiated solutions to complex problems, both within internal teams and with third party service providers.

Cultivated collaborative relationships with cross-functional teams, contributing to broader organizational goals and growth.

Effectively communicated platform changes, including upstream and downstream impacts originating from Salesforce, to relevant partners such as project teams and user groups.

Managed the deployment of applications into a secure and scalable production environment, providing support in understanding production landscape, integrations, and release processes.

Environment: SFDC Platform, Apex Language, Data Loader, HTML, JavaScript, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Custom Views, Sandbox data loading, Eclipse IDE Plug-in, Windows XP

Toyota Motor North America, Plano, TX November 2022 – May 2023

Salesforce Business Analyst/ Administrator

Responsibilities:

Toyota Motor North America, Inc. (TMNA) operates as the umbrella organization for Toyota Motor Corporation's sales and manufacturing subsidiaries in the United States. TMNA provides a range of services encompassing government and regulatory affairs, energy initiatives, economic research, philanthropic efforts, corporate advertising, and corporate communications.

Monitored team adoption rates and conducted targeted training sessions and communications to enhance Salesforce skills.

Collaborated with global Toyota vendors to identify opportunities for productivity enhancements in Salesforce Marketing Cloud (SFMC) and Community Cloud. Implemented various CI/CD tools like sfdx and Copado.

Worked closely with cross-functional departments to test and integrate enterprise Customer Dealer Enhancement (CDE) project initiatives.

Demonstrated proficiency in multiple Salesforce areas, including Apex, SOQL queries, SOSL, custom object design, management, and Visual Force Pages creation.

Led a team of business analysts with diverse expertise levels, offering guidance, project planning, and quality assurance.

Provided ongoing support and addressed administrative needs for users within the Salesforce CRM ecosystem.

Developed reports, dashboards, and data monitoring processes within Sales and Marketing Cloud, ensuring continuous data quality and integrity.

Administered and managed the database for regional data, including tasks related to deduplication and cleanup.

Developed and executed complex test cases, test plans, and both manual and automated test procedures. Integrated Lightning Components into Visualforce pages using the new Lightning Out feature, following an agile methodology.

Utilized Jira as an issue-tracking tool to address and resolve issues based on sprint tickets.

Streamlined issue resolution processes by coordinating with an offshore team, resulting in improved overall efficiency.

Environment: Saleforce.com platform, Apex Language, Data Loader, HTML, Java Script, S-Controls, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in, Windows 7.

Annenberg Foundation, Radnor, PA July 2020 –October 2022

Salesforce Business Admin / Data Analyst (CRM)

Responsibilities:

I was responsible for the management of Annenberg Foundation’s Customer Relations Management (CRM) system. My role involved close collaboration with the Foundation's Marketing and Communications team to orchestrate impactful email and digital marketing campaigns. I also played a vital role in scrutinizing and interpreting campaign outcomes, utilizing this data to construct comprehensive reports that guided the formulation of precise and efficient strategies. Furthermore, I actively engaged with organizational stakeholders and worked alongside cross-functional leaders to harness constituent insights and behaviors. Led requirements elicitation from Product Owners and stakeholders, defining epics, features, and stories for efficient delivery. Employed expert elicitation techniques to align solutions with user needs and workflows, maintaining strong relationships with key stakeholders. Engaged in client interactions, developed detailed functional and technical requirements, and prioritized them for development.

Reviewed requirements and provided feedback on the quality based on the SMART template.

Provided feedback on requirements quality using SMART criteria.

Managed, configured, and optimized the database for digital marketing and communication campaigns.

Utilized Salesforce CRM to create automated, targeted customer lifecycle digital marketing and communication programs, aiming for ROI.

Oversaw the organization's migration to Salesforce CRM in collaboration with the Technology Team.

Optimized and cleaned up data in the existing contact database for migration to Salesforce CRM.

Customized SaaS-based solutions, particularly in Customer Relationship Management (CRM), to meet customer needs.

Collaborated with the Marketing and Communications team to devise contact strategies for digital marketing campaigns.

Elicited requirements using various techniques, including interviews, workshops, gap analysis, and observation.

Wrote SQL queries for data extraction during Back-end Testing.

Actively communicated with the development team regarding deliverable status and potential impacts on delivery dates and quality.

Designed A/B and multivariate test strategies to gain consumer insights, enhance guest behaviors, and brand engagement.

Translated requirements into Salesforce designs and process configurations.

Formulated, evaluated, and aggregated results, constructing actionable dashboards for stakeholders.

Defined standard KPIs and measurements for the Annenberg Foundation in collaboration with the Marketing and Communications team.

Identified, understood, and documented business and technical processes and requirements with stakeholders and end users.

Created and validated user stories and use case specifications with activity and state diagrams.

Collaborated closely with QA and Developers to clarify functionality, address issues, and provide feedback on defects.

Facilitated cross-functional team communication and issue resolution.

Coordinated with end-users for scheduling and supporting User Acceptance Testing (UAT).

Conducted extensive Functional Testing and End-to-End Testing.

Managed test cases and logged defects in Quality Center, a defect-reporting tool.

Assisted the QA Manager in developing a test coverage matrix for Team Members.

Huntington National Bank, Columbus, OH May 2019 – June 2020

Sr. Salesforce Administrator

Responsibilities:

Excelled in the roles of Salesforce Configuration and Administrator.

Established relationships, including Lookup and Master-detail relationships, among custom and standard objects and implemented junction objects to enable many-to-many connections between objects.

Created an array of Formula and Rollup Summary Fields, Record types, Page Layouts, Search Layouts, Related lists, List views, Custom tabs, apps, Custom Links, Custom Buttons, and Actions for record detail and edit pages.

Conducted comprehensive test case execution and logged bugs in Jira, collaborating closely with the development team to address and resolve issues.

Proficiently managed users, roles, public groups, and organization-wide settings, including role hierarchies.

Oversaw tasks like password resets, data modifications, and ad-hoc report creation.

Configured Partner and Customer portals to enhance user engagement and facilitate Partner selling.

Administered, configured, and managed user Profiles, Roles, and Permission Sets within the Salesforce application, also overseeing tasks such as generating Security tokens and managing upgrades to managed app exchange packages.

Designed and executed Workflow rules and Approval processes across various objects to automate actions like Email Alerts, Field Updates, Task Creation, Outbound Messaging, and time-dependent actions.

Generated custom pipeline reports and various other reports to meet the diverse needs of different business users, utilizing tabular, summary, and matrix report formats, as well as dashboards.

Skillfully facilitated data transfer and mapping between Salesforce.com and other applications.

Tailored various Salesforce.com objects to suit specific needs, including Accounts, Contacts, Leads, Opportunities, Products, Price books, Campaigns, Campaign Members, Cases, and Solutions.

Implemented Case Management Automation to streamline the tracking and resolution of customer issues, entailing the creation of support processes, record types, and assignment and escalation rules.

Environment: SFDC Platform, Apex Language, Data Loader, HTML, JavaScript, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Custom Views, Sandbox data loading, Eclipse IDE Plug-in, Windows XP

Kleberg Bank, Kingsville, TX September 2018 – April 2019

Salesforce Administrator

Responsibilities:

Collaborated closely with business users to gather requirements, analyze needs, and undertake design and development activities.

Conducted essential administrative tasks such as user management, including the creation of Users, Profiles, Roles, Permission Sets, Page Layouts, and Record Types, while configuring sharing rules based on the organizational role hierarchy.

Tailored a variety of Salesforce.com Standard Objects, including Leads, Accounts, Contacts, Opportunities, Activities, and custom objects, to align with business processes.

Delivered crucial configurations such as user setup, Profile and Role assignments, Field-level security, and sharing rules.

Designed Visualforce tabs to streamline access to custom reports, developed Workflow rules and Approval Processes, and crafted related actions like Tasks, Email alerts, and Field updates.

Enhanced application functionality through declarative programming techniques, encompassing the creation of Formula fields, Validation rules, Workflow rules, Approval processes, Record Types, Picklists, Dependent Picklists, and List views.

Established object relationships among various entities using Master-Detail, Lookup, self, and Junction objects.

Created and fine-tuned email templates and personalized inbound emails using email-to-case functionality.

Seamlessly deployed Salesforce components from sandbox environments to production using Force.com and ChangeSet.

Successfully implemented Salesforce Communities to facilitate engagement with customers and partners.

Environment: Saleforce.com CRM, Force.com platform, Apex Classes, Chatter, Controllers, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Security Controls, Eclipse IDE, WSDL, Windows.

UPC Insurance, Fayetteville, NC March 2017 – August 2018

Requirement Analyst/ Functional Tester

Responsibilities:

Responsible for defining, understanding the business needs, creating detailed requirements, and managing the implementation of those requirements. Charged of ensuring the final work product delivered satisfied the business objectives while providing consumers with rich and relevant experiences. Demonstrated a desire to deeply understand the business opportunities and solutions, and dissect complex processes into clear actionable units.

Developed detailed functional and technical requirements from the high-level business requirements shared by stakeholders; prioritized the requirements for development.

Collaborated with project managers, developers, and end-users to ensure application designs aligned with business requirements.

Investigated software bugs, collaborated with developers for resolution, and reported findings to relevant parties.

Assisted in the design, development, testing, implementation, and documentation of new software and enhancements to existing applications.

Developed detailed functional and technical requirements based on high-level business requirements, with a focus on prioritization for development.

Reviewed requirements using the SMART template, providing feedback on their quality.

Maintained a Requirement Traceability Matrix (RTM) to track and link requirements.

Gained an understanding of the functionality and design of various applications as per Requirement Specification Documents.

Executed data collection and research phases of projects.

Prepared detailed specifications.

Utilized SQL queries extensively for database integrity checks and data validation.

Managed defect tracking using JIRA.

Participated in review meetings, walkthroughs, and contributed to defect progress reports during defect meetings.

Provided support for functional, integration, security, and operation testing.

Played a role in developing and executing test cases and procedures.

Assisted in data collection and gathering technical information.

Coordinated with end-users and stakeholders to determine requirements.

Led testing efforts and the development of end-user documentation.

Led the design and preparation of technical reports and related documentation.

Provided support in documentation planning, project administration, general support, and system construction.

Contributed to all phases of the software development lifecycle.

Evaluated both new and existing software products.

Conducted Analysis of Alternatives, cost-benefit, and return-on-investment analyses.

Applied expertise in specific functional areas to address task order requirements.

Defined system scope, objectives, and specifications for complex software applications.

Collaborated with project teams during the planning phase, providing subject matter expertise.

Offered technical knowledge, analysis, and advice on complex problems requiring subject matter expertise.

Devised and modified procedures to solve intricate problems, taking into account computer equipment capabilities, limitations, operating time, and desired outcomes.

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