Marketing Cloud Field Service

EZHILRAJA PONNAMBALAM

773-***-**** (Mobile) *********.*@*****.***

PROFESSIONAL SUMMARY

●17+ years of extensive and diversified experience in the Information technology field with emphasis on Salesforce CRM, Business Analysis and UAT testing of CRM applications.

●10+ years of experience in Salesforce CRM Platform, Strong techno functional skills in Salesforce Lightning, Salesforce API Integration, Mobile Apps, Classic versions, Apttus Contract Management, CPQ, Apttus X-Author, Pardot, Field Service Lightning, Salesforce custom objects, custom fields, page layouts, custom tabs, Wave analytics, Reports and various other components as per application requirements.

●Gathered business Requirements & Implemented the Salesforce.com capabilities - Sales Cloud, Service cloud, Partner Portal, Finance Cloud (FSC), Marketing Cloud (SFMC & Pardot), Lightning pages, Lead & Opportunity Management, Data Security Model, Lease Management, Apttus, Knowledge Management, Hierarchy Management, Chatter Groups, Campaign Management, Automation Studio, Journey Builder, Email Studio, Case Management, Reports, Dashboards, Wave analytics, Cloud Craze & Outlook integration with SFDC.com

●Certified in Salesforce Business Analyst, Salesforce Marketing Cloud Consultant, Salesforce Administrator ADM 201, Marketing Cloud Admin & Platform Dev 1

●Implemented Salesforce data sharing and visibility models with OWD, Profiles, Roles, FLS, Permission sets, Manual sharing

●Worked on big enterprise programs & extensively supported the cross functional teams to achieve clients’ business enhancement.

●Managed Salesforce security including Roles, Profiles, Sharing rules, Permission sets Creation, CRUD access workbook for fields, views, reports, dashboards

●Have wealth of working experience in Banking & Finance, Retail (B2B), Real Estate, Insurance and Media Research domains.

●Extensive experience in application design, customization, Administration, support on Salesforce.com, Force.com platform and Web based application.

●Knowledge of design, developing requirements and testing 3rd party integrations with Salesforce like APTTUS products, SAP Integration, Oracle Integrations, HeroKu App Integrations.

●Extensive experience in preparing BRD, Solution Design, Process flows, user stories and training materials

●Working experience with defect management tools – JIRA, HP ALM 12.01 and HP Quality Center 10.00

●Gathered business Requirements for Salesforce.com capabilities - Sales Cloud, Service cloud, API Integration, Field Service Lightning, Marketing Cloud, Lightning pages, Opportunity Management, Lead Management, Lease Management, Apttus, Knowledge Management, Hierarchy Management, Chatter Groups, Campaign Management, Pardot, Customer portal, Case Management, Reports, Dashboards, Wave analytics, CloudCraze & Outlook integration with SFDC.com

●Extensive experience over creating and testing Salesforce CRM Workflows, Approval Processes, Validation Rules and Sharing & Security rules.

●Experienced in creating public, private and unlisted Chatter Groups to collaborate with other team members while working in a team.

●Strong understanding of Change Management and Release management.

●Possess knowledge on mobile applications like Salesforce 1 and Salesforce classic.

●Actively participated in 3 Salesforce.com complete life cycle implementations.

●Experienced in Preparation of Requirement Coverage Analysis, Requirements Traceability Matrix (RTM), Defects Summary Metrics and Production playbook for the projects.

●Familiarity in Google-Suite, Lucid Chart, Smartsheet, Microsoft Project Plan, Microsoft Office SharePoint 2010 tools.

●Efficient team player with excellent communication, analytical, interpersonal and writing skills.

EDUCATION

●Bachelor of Engineering, Anna University, India

CERTIFICATIONS

●Salesforce Certified Administrator ADM 201

●Salesforce Certified Marketing Cloud Administrator

●Perfecto Mobile academy certification

●FTC Certification in Investment Banking Competency

●FTC Certification in US Banking

●ISTQB Certified Testing professional

SKILLS

Salesforce.com : Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, CPQ, Apex Data Loader

Cloud Computing: Force.com, APEX, VisualForce, Force.com apps

CRM : SAP CRM, Pivotal CRM, Salesforce, Pardot, Apttus Contract Lifecycle management, CloudCraze

Defect Management Tools: Jira, HP ALM 12.01, JIRA, TRAC, HP Quality Center 10.0

Languages: COBOL, JCL, Selenium, C, C++, SQL, JAVA, J2EE, VB Scripting,

Other tools: GitHub, Sauce Lab, Google Suite, Perfecto, Data Loader, Work Bench, SOQL, Rapid SQL, MS Office Suite 2010

AREAS OF EXPERTISE

●Line of Business –Banking and Financial Service, B2B E-Commerce, Real Estate, Insurance, Retail & Media Research.

●Line of Technology – Salesforce CRM, Cloud, JCL, SQL, COBOL, DB2.

PROFESSIONAL EXPERIENCE:

Walmart Health Team, (Mar’ 23 – Till Date )

Role: Senior Salesforce Business Systems Analyst

Salesforce Marketing Cloud Implementation

•Understanding the existing CRM system and replicate the functionality in Salesforce and enhance the CRM functionality with Salesforce CRM Sales cloud, Health Cloud, Service Cloud, Marketing Cloud product knowledge. Coordinate with IT development teams to build Marketing campaign strategy, user stories, business requirements, and monitor data quality for data feed process.

•Implemented proper Data security model for the Health Cloud & Marketing cloud

•Developed Journeys and automated using Automation studio, Email Studio & Mobile Studio

•Setup, maintain and optimize Email marketing campaign utilizing Exact Target/Salesforce Marketing Cloud

•Creative solutions for Marketing solutions for the client requirements, worked with SFMC integrations SFDC.

•Develop end-to-end solutions for complex nurture campaigns (with potential optimization testing) to deliver personalized customer communications (social & email).

•Created different Data extensions (Salesforce Data, APIs and FTP) and associated them to different campaigns.

•Coded, tested, and deployed emails in Journey Builder and utilized Automation Studio.

•Worked on Cloud pages to create and publish targeted marketing content to customers across multiple channels.

•Strong knowledge of developing AMPSCRIPT code to implement business requirements by creating Dynamic content.

•Created Account, Data Extensions, Users, Roles under Administration Settings.

•Used automation studio for performing actions such as imports, extracts, and SQL query activities.

•Configure salesforce and marketing cloud integration user along with configuration in salesforce.

Irvine Company, Irvine, CA (Sep’ 18 – Jan’ 23)

Role: Senior Salesforce Business Analyst

Salesforce CRM- Office Implementation

•Understanding the existing CRM system and replicate the functionality in Salesforce and enhance the CRM functionality with Salesforce CRM Sales Cloud, Partner Portal, Community Portal, Marketing Cloud & APTTUS CLM product knowledge.

•Working with the business team, Architect & product manager continuously and delivering Lightning Project deliverables to the client.

•Implemented appropriate Profiles, Roles, Permission sets, FLS & achieved proper data security model

•Act as a SME level in business acumen in multiple functional areas for Sales cloud, Finance Service Cloud, Marketing cloud, Omni channel and Field Service Lightning implementations.

•Configured Journeys and automated using Automation studio, Email Studio & Mobile Studio

•Setup, maintain and optimize Email marketing campaign utilizing Exact Target/Salesforce

•Gathering requirements & implementing solutions for 3rd Party Integrations with Salesforce like Apttus products, SAP Integration, Oracle Integrations, HeroKu App integration.

•Design & Testing the APTTUS X-Author implementations in Microsoft Word application based on the business requirements

•Source Code maintenance, CI/CD the source code and release management process using GIThub

•Timely Coordination with Product owner, Business Team and Product Management team

•Performing extensive testing of developed Applications, Integrations.

•Working on the development of Epics, Agile stories for each SPRINT and added them in JIRA.

•Exposure to implementation, consultation, Administration, development, customization, integration, migration and support services for Salesforce, Salesforce1, Force.com, AppExchange apps and projects related to CRM modifications.

•Knowledge of SOQL queries for Data Analysis and Testing..

•Customize, troubleshoot and test complex Reports and Dashboards for CEO’s, Directors and Managers within the Organization.

•UAT Test Strategy, Test plans Documentation for Center of Excellence (COE).

Environment: Salesforce Lightning, API Integration, GITHub, Field Service Lightning, Pivotal, SOQL, LucidChart, Confluence, Smartsheet, JIRA, Data Loader, Apttus CLM, X-Author, DocuSign, Pardot, HeroKu App, Agile methodology, Dell Boomi

Grainger, Lake Forest, IL (Jul’ 16 – Aug’ 18)

Role: Salesforce CRM Business Analyst

Salesforce CRM migration – Ecommerce: Migrate Enterprise CRM functionalities from SAP to Salesforce. Migration of Accounts, Contacts, Opportunities to Salesforce and creation of customized capabilities of CRM in Salesforce. Customized capabilities of CRM (Salesforce CPQ, Billing, Subscription, CSP Quotes, Sourcing Quotes, KeepStock Request, Quotes approval workflow) should be verified and deployed to production for SAP to Salesforce migration. CloudCraze solutions, New Lightning pages, Lightning Migration, Opportunity Management, Service Cloud, Sales Cloud, Apex trigger & Workflow verification, End to End testing of CRM process.

Roles and Responsibilities:

●Extensively worked on Salesforce CRM, CPQ and Cloud Craze product with shopping cart & community cloud integration.

●Sales Cloud, Service cloud capabilities implementation using APIs integration

●Implementation of Streamline configuration, pricing, and quote generation

●Building complex billing Workflows and Order to cash

●Initial assessment & requirements gathering for the Billing, Subscription for a business process

●Involved in UAT test strategy, plan and test execution

●Involved in authoring Business Requirement Documents (BRD) creation into System Requirement Specifications (SRS) and identifying interface and business process specifications.

●The Approval Process involves triggers, workflows, visual force page, custom buttons, email templates, custom report types.

●Created Users, roles, profiles, public groups and implemented role hierarchies and sharing rules to provide shared access among different users.

●Expertise in Test Case and Test Module Documentation and Managing Test Management Tools like Confluence, Jira.

●Developed and managed BRD, solution diagram, use case list, process flows, functional design, wireframe.

●Created complex process flow diagrams or flowcharts that demonstrate business or system process flow using Visio, LucidChart and coordinated development/testing activities with multiple teams.

●Worked on Custom Labels and Custom Settings, Setting up different languages.

●Created Web to lead and Email to Case process.

●Create complex process flow diagrams or flowcharts using VISIO and confluence.

●Created complex reports involving Matrix and Summary reports.

●Conduct meetings, gather information and report status.

Environment: Salesforce Lightning, CPQ, API Integration CloudCraze, Subscription & Billing, SAP CRM, iOS, HP ALM, JIRA, Agile methodology, Bit Bucket, Bamboo, GitHub, SOQL, Data Loader, Teradata SQL.

State Farm Insurance, Bloomington, IL (Mar’ 15 – Jun’16)

Role: Senior Salesforce Business Analyst

Salesforce CRM Implementation: Migrate Enterprise CRM functionalities from SAP to Salesforce. Migration of Accounts, Contacts, Opportunities to Salesforce and creation of customized capabilities of CRM in Salesforce. Customized capabilities of CRM Sales Cloud, Service cloud,, Billing, Subscription, KeepStock Request, Quotes approval workflow

Roles and Responsibilities:

●Understanding the technical CRM architecture of the business applications and platforms.

●Communicate technical information to non-technical users & business processes to technical resources.

●Understanding the existing CRM system and replicate the functionality in Salesforce and enhance the CRM functionality with Salesforce CRM Sales Cloud & Service Cloud product knowledge.

●Working with the business team, Architect & product manager continuously and delivering Lightning Project deliverables to the client.

●Developed and managed BRD, solution diagram, use case list, process flows, functional design, wireframe.

●Created complex process flow diagrams or flowcharts that demonstrate business or system process flow using Visio, LucidChart and coordinated development/testing activities with multiple teams.

●Coordination of Development & Testing activities with multiple teams.

●SME level in Insurance business acumen in multiple functional areas, with expertise in a minimum of one area.

●Extensive in-depth knowledge of multiple enterprise applications.

●Ability to perform fit/gap analysis based on requirements.

●Tested Quote output in pdf, Excel and html formats.

●Extensively performed unit, Integration, Functional & Regression testing.

●Responsible for tracking defects to closure.

●Worked on Agile/SCRUM Environment.

Environment: Salesforce.com, JIRA, Sharepoint, Ms Project Plan, Agile methodology, Perfecto

Client: Northern Trust, Chicago, IL (April’ 10 – Mar’15)

Role: Salesforce Business Analyst

Project: Partner Platform

Northern Trust Corporation is one of the world's leading asset management, asset servicing and banking firms, serving successful individuals, families and institutions around the globe. The Partner Platform project is aimed at improving the Wealth Management partner experience and effectiveness by improving the sales and servicing functions through the implementation of the Salesforce.com packaged solution. Salesforce capabilities- Financial Services Cloud Implementation,, Lead Management, Opportunity Management, Hierarchy Management, Chatter, Campaign Management, Case Management, Reports, Dashboards & Outlook integration with SFDC.com

Roles and Responsibilities:

•Migrated accounts, contacts, opportunities, Products, cases, objects to Salesforce and created customized capabilities of CRM in Salesforce.

•Involved in implementation, consultation, administration, customization, integration, migration and support services for Salesforce, Salesforce1, Force.com, AppExchange apps and projects related to CRM modifications

•Sales Cloud, Financial Services cloud & Marketing cloud capabilities implementation using APIs integration

●Understanding & supporting the technical architecture of the business’s applications and platforms.

●Developed and managed BRD, solution diagram, use case list, process flows, functional design, wireframe.

●Created complex process flow diagrams or flowcharts that demonstrate business or system process flow using Visio, LucidChart and coordinated development/testing activities with multiple teams.

●Communicating well with business teams & business processes to technical resources.

●Gathering requirements, documenting them and confirming it with the business team.

●Managed Integration & Regression testing with teams.

●Extensively performed regression testing in SFDC test sandbox for various releases for: Accounts, Contacts, Profiles, Roles, Service Cloud, Cases and Users.

Environment: Salesforce.com, HP ALM, Agile methodology, Selenium

Northern Trust, Chicago, IL – Business Analyst (Oct’ 09 – Mar’10)

Resident Mortgage Loan Program - RMLP

Northern Trust (NT) is required to develop and implement an internal single national mortgage-operating model. The Resident Mortgage Loan Program (“RMLP”) project will include building a mortgage loan processing center at Northern Trust Chicago to support mortgage loans for Illinois, FSB and NTNA. For Illinois and FSB the directive to bring in house mortgage loan processing (which is currently outsourced to Peterson, Howell & Heather Corporation); will occur through a new Mortgage Loan Origination System (MLOS).

Roles and Responsibilities

●Created Details Business requirements & stories by understanding the areas of application programming, database and system design.

●Created stories with clear understanding of legacy and web-based systems interface with each other.

●Identified the problems and solving capability by collaborating with multiple teams and monitoring development progress using metrics.

●Identify critical issues with ease and resolve them by conducting meetings, root cause analysis & improve the process.

●Track and Report accurate status.

●Be responsible for the overall quality and on-time deliverables.

●Attended daily status meetings with Project management on project progress updates.

Environment: Oracle 10g, MS Office Suite 2007, Microsoft Project 2007, HP Quality Center 10.0.

Client: Marks & Spencer (M&S), India (Feb ’09 – Sep ’09)

Role: UAT QA Lead

Project: Business Foundation Program

Marks and Spencer plc. is one of the biggest high street British retailer companies, the business specializes in the selling of clothing and luxury food products. Integration solution for M&S business exploring IT solution with SAP ERP package. Business Foundation Program (BFP) is to deliver integration of the main SAP platform with Legacy applications by developing interfaces between SAP and Legacy applications in M & S. GRD (General Reference Database) is the central database for General merchandise.

Roles and Responsibilities:

●Involved in analysis of the GM legacy applications & SAP with middleware applications.

●Prepared Business requirements, TSDs and Functional Specification documents.

●Discussions with domain SME and hosted KT sessions for the team members.

●Involved in preparation of test strategy, Test plan and estimates for requirements.

Environment: SAP ERP, HP Quality Center 9.0, XML, WebLogic JMS, COBOL, JCL

Client: Nielsen Media Research, Florida (Apr ’08 – Jan ’09)

Role: Functional Lead

Project: Npower

Nielsen Media Research is the leader in television and Internet media measurement in the United States. Npower is a browser-based application that lets you create custom reports based on the Nielsen Media Research National People Meter and Hispanic People Meter samples. It is NMR’s national custom analysis system, is a powerful tool that offers an unparalleled ability to focus on very specific audience characteristics and opens limitless opportunities for detailed analysis of national television media.

Roles and Responsibilities:

●Gather business requirements, perform a Gap analysis, and create detailed test scenarios, flow diagrams.

●Develop the functionality & review with the business team.

●Conducting daily defect meetings with onsite and offshore teams and prioritizing the defects.

●Preparation of Project test status reports (Daily, Weekly, and Monthly) and reporting issues and concerns to Project manager & Delivery manager.

Environment: XML, Java, J2EE, Remedy, PA Defect Tracker

Bank of America– India - Mainframe Developer (Jan ’06 – Mar ’08)

Federated Financial Data store – FFD

Bank of America has diverse enterprise applications, servicing various Lines of Business like Consumer Real Estate, Deposits, E-commerce, Card Solutions and Transaction Services.

The project Federated Financial Data store (FFD) system of Bank of America to be the “single system of record” for customer account information eventually. General Ledger Operations ensures data integrity by ensuring companies are in balance, the ledgers are in balance, and posting to the ledger is timely and accurate.

Roles and Responsibilities:

●Requirement Analysis, Development – Coding and Unit testing.

●Review code specifications for enhancements when each time there is an enhancement requirement from the client.

Environment: COBOL, JCL, DB2, VSAM, Changeman.

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