Salesforce Com Case Management

Shruthi

Email ID: ***********@*****.***

Phone no: +1-901-***-****

PROFESSIONAL SUMMARY:

Around 8 years of experience in Salesforce.com CRM and Force.com platforms including Classic and Lightning features with proficiency as Developer and Administrator. Skilled in Salesforce CRM, Apttus CLM & CPQ, In-depth Analysis of Business Processes, AGILE Methodology, SCRUM and SPRINT Techniques.

Over 2+ years of solid experience in building integrations with Salesforce.com using Soap and Rest Based Services.

Expertise in working with clients, understanding the requirements, and proposing solutions.

Expertise in Salesforce platform, developing Salesforce Lightning and Classic custom modules using Aura Framework, Lightning Web Component (LWC), Apex and Visualforce.

Experience in working across various SFDC implementations covering Sales Cloud, Service Cloud, Marketing Cloud, Pardot and Chatter applications.

Strong understanding of Apex programming and automating complex business processes using Apex triggers, Apex classes, Apex Batch, Aura, Lightning, REST APIs, Push topics, Workflows, Process builders, and Validation rules.

Experience in developing Apex Web services and Batch modules.

Expertise in Salesforce Configurations, Customization, and providing Admin support.

Experienced in creating Profiles, Page Layouts, Record Types, Lightning console pages, Workflow Alerts and Actions, Permission sets.

Experienced in automating Case Management, Queue and Approval Workflow.

Hands on experience in Salesforce Lightning UI. Created Lightning Apps combining Aura framework, Lightning Design System, Lightning App Builder and Lightning Component features.

Well versed in the SFDC data model, designing, and building custom objects, junction objects and relationships.

Expertise in Salesforce Enterprise Account and Opportunity Territory Management.

Experience in Salesforce Data security, designing sharing models and custom sharing setting.

Experienced in developing Integration API with Marketing Cloud and Pardot.

Experienced in using Flosum (Salesforce Source Control tool) for the metadata integration and deployments to sandboxes and production orgs.

Experienced in using the Data migration tools like Data loader, Import Wizard.

Experienced in Integrating the external system using the Salesforce External Connection.

Experienced in Salesforce Implementing and deploying Shield Encryption.

Expertise in software development, maintenance and support of various applications using Java/J2EE, Spring, Hibernate, REST, JSON, XML.

Good Experience on Salesforce Lightning. Experience in third party integration with ERP (Marketing Cloud, Service Cloud).

Develop REST APIs using MuleSoft Anypoint API Platform.

Proficient in databases like MS SQL Server 2000/2005, MySQL Server 5.5, MS Access, MS Excel.

Having excellent analytical/problem solving skills with enthusiasm to learn new technologies.

Excellent communication and interpersonal skills, accustomed to working in both large and small team environments.

Working Experience with Agile Methodologies and Scrum Daily standups.

EDUCATION:

Sreenidhi Institute of Science and Technology bachelor’s in computers science & engineering

Christian Brothers University maters in computers science

CERTIFICATIONS:

Salesforce Developer 1 Certification number

Salesforce.com Certified Administrator (201)

TECHNICAL SUMMARY:

Salesforce Technologies:

Salesforce CRM, Salesforce SFA, Apex Language, Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visual Force Pages / Components, S Controls, Apex Web Services, AJAX, Workflow & Approvals, Reports, Dashboards, Analytic Snapshots, Case Management Automation, Custom Objects, Force.com IDE

Salesforce Tools &

Integration Tools:

Eclipse, Force.com Eclipse IDE Plug-in, CPQ, Force.com Explorer, Force.com DataLoader, Cast Iron Systems, Force.com Excel Connector, Force.com Platform (Sandbox, and Production)

Programming Languages:

Apex, C, C++, Java

Web Technologies:

HTML, XML, Java Script

Database

MySQL, SQL Server 2000/2005, MS Access 2003.

ETL Tools

Informatica

Object Oriented Tools

Rational Rose

Operating Systems

Windows 98/NT/XP/Vista, Windows 7

IDE

Force.com, Net Beans, Eclipse 3.4.1, My Eclipse 7.0.

WORK EXPERIENCE:

DTCC, TX November 2023 to Till Date

Role: Salesforce Developer/Admin

Responsibilities

Involved in project requirement analysis, design, development and testing of the applications

Created the high- and low-level module designs leveraging the Salesforce platform capabilities, worked on the POCs to provide solutions this included doing thorough research on the options like Salesforce oob features, App Exchange Products, or custom coding using Trigger, Apex, Apex RESTFul services, Batch classes, Lightning Components

Worked on the Integration API development for Marketing Cloud and Pardot.

Worked on large Salesforce CRM implementations including- Improving Sales Process, Partner Portal Implementation, Orders and Discounts, Integration and legacy systems etc.

Worked with end-to-end Service Cloud implementation like Case Management, CTI integration.

Configured APTTUS CPQ and CLM tools and was also responsible for maintaining them.

Involved in end-to-end testing and configuration enhancements for the CPQ and CLM functionalities.

Configured the Contract management and revenue management with using of Apttus CPQ.

Experience developing solutions for the Apttus Contract Lifecycle Management (CLM) and Configure, Price Quote (CPQ) systems including X- Author for Word &Excel, development of clause libraries and contract templates.

Responsible for all the activities related to configuring Data Loader, uploading data inCSV files into salesforce.com, checking for the ambiguity of the data by using Apex DataLoader(Salesforce Tool) & Apttus X Author App(Apttus tool).

Experienced working on Salesforce integration and Steelbrick for automation quoting, contracting and billing process.

Worked in Salesforce CPQ(steel brick) pricing using list, cost/markup, percent total, block, price rules, calculator plugins, filter rules, system and user discounts.

Designed and mapped CPQ objects to salesforce custom objects and involved in advanced workflow approvals.

Functioned as an SME for the salesforce CPQ customization.

Developed a MuleSoft batch application to transfer transcript data from PeopleSoft into UAchieve. Utilized Database and HTTP connectors to read and write data in this application.

Tuned MuleSoft batch applications to obtain optimum performance and CPU utilization.

Worked with the Architectures to get the designed and solution reviewed. Helped the product owner with the effort prioritization.

Participated in activities related to estimation of the stories for overall project estimation

Took the complete ownership of migrating the Salesforce classic module to Lightning developed using Lightning Aura Framework.

Worked on Lightning Web components (LWC), Converted buttons to LWC.

Architecture and created multiple lightning components and LWC to enhance the existing functionalities.

Developed applications using Spring, Hibernate, RESTFul web services for the reporting solutions

Developed the module to consume the SOAP service and process the data

Developed Java Batch application using Spring, hibernate to create the report universe and report xml

Worked on the Xinnovation Xidocs reporting tool for the new reporting development

Worked on the .Net code to map the footnote to the report slides at runtime

Responsible in migrating Developed Components from one sandbox to another sandboxand to Live Environments by using Inbound & Out bound Change Sets.

Responsible for Maintenance of Force.com Sites and configuring the requiredpermissions to site guest user using Profiles.

Involves in Configuring and customizing the Portal for customers by implementingDynamic Portal notices using OCH profile on force.com sites.

Responsible for Implementation of Remote access Configurations for the salesforcesupport by providing Grant Login Access.

Involves in Performing Unit testing, Code coverage and Production Deployments usingDeveloper console Force.com Eclipse IDE Agents.

Environment: SalesForce.com APPTTUS Application, Coveo Search Application, Apex Language, Visual Force, HTML, JavaScript, Custom Objects, Tabs, Workflows, Approval Processes, Email, Messaging, Dashboards, Reports, Eclipse, Sandbox, Production environment, Single Sign On.

AES Corporation, Dallas, TX August 2022 to Sept 2023

Role: Salesforce Developer/Admin

Responsibilities

Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements.

Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation Rules and formula fields to the custom objects.

Developed APEX Classes, Visual force pages and APEX Triggers to develop the custom functionality as per the requirements.

Created Apex schedule jobs to perform the same operations in a scheduled time.

Developed Visual force pages, Components, Controllers for displaying documents in Content.

Created custom controllers implementing complex code for retrieval from salesforce to Visual Force pages.

Developed Reports and Dashboards as per the business requirements.

Debug Apex scripts using Debug Logs and System Log Console to catch Exceptions and execute Governors and Limits.

Visualforce Pages, Alternates for Java Script Codes, Sharing Visualforce pages for Classic.

Used SOQL and SOSL statements within Governor Limits for data manipulation needs of the application using platform database objects.

Responsible for understanding and building the complex Data Model within Salesforce.com and implementing the project end to end.

Responsible for implementing various enhancements to support applications and streamline the processes.

Responsible for designing and delivering the processes to support the usage based selling model.

Involved in creating the Validation Rules, Workflow rules, Approval Process and Process Builder.

Worked on data loading activities by using Apex Data Loader.

Experience in building Lightning Components.

Worked on managing the JSON and XML response by using parser methods in REST API services.

Worked on Sales cloud like customizing Opportunity Management and Service Cloud activities which includes Case Management.

Used the sandbox for testing and migrated the code to the deployment instance after testing.

Integrated Salesforce CRM and the legacy system using Cast Iron Integration Systems.

Used the sandbox for testing and migrated the code to the deployment instance after testing.

Provided training to the internal business users to use the application and develop their own custom report.

Environment: Saleforce.com platform, Apex, Visual Force, Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Data Loader, SF Explorer and Eclipse IDE Plug-in, AppExchange apps, Flows, SOAP and REST API.

Bank of America, Jacksonville, FL Jan 2020 to Dec 2021

Role: Salesforce Developer

Responsibilities

Worked closely with the Business team to assess the NetApp defined Business Requirements and a Gap Analysis and build the Salesforce Knowledge based on the defined requirements

DevelopedConsumer Centric Messaging that enables Global Knowledge to be leveraged by all NetApp GCR Regions to simplfy the Work Processes forCall Center Agents

Created and configured the Articles Types and the Articles Actions based on the organizational needs

Worked on an ongoing project named “CAPAD”. and performed detailed analysis of functional and technical requirements; designed & deployed the custom objects; identified the lookup and master-detail relationships; and created the junction objects.

Demonstrated ability to translate customer requirements into specifications.

Developed visual pages to include extra functionality and wrote Apex Classes to provide functionality to visual pages.

Created page layouts, search layouts to organize fields, custom links, related lists & other components on record pages.

Used Force.com developer including Apex Classes, Apex Triggers & Aura to develop custom business logic.

Created test scenarios on Sandbox environment and used Force.com Component Deployment Wizard for migrating data between Force.com IDE and Sandbox environment

Minimized code in JavaScript Controllers by adding reusable functions in Helper Component. Updated the APEX Controller and Helper functions regularly making the Component Context Aware as per business requirement

Integrated the Web Services for extracting the data from external systems to display in the pages of salesforce.com.

Created email templates and inbound emails using visual force for clients and customers.

Conducted training sessions to the UAT users to use the Salesforce Knowledge application and developed a feedback custom report.

Performed administration tasks as needed, managing custom fields, integration and data clean up.

Maintained data cleanliness and accuracy by adding custom validation rules, custom formulas, reports and dashboards

Environment: SalesForce.com Lightning Application, Apex Language, Visual Force, HTML, JavaScript, Custom Objects, Tabs, Workflows, Approval Processes, Email, Messaging, Dashboards, Reports, Eclipse, Sandbox, Production environment, SSO, Sfd2sfdc.

Value Labs, Hyderabad, IN May 2017 to Dec 2019

Role: Salesforce Administrator/Developer

Responsibilities

Involved in project design, development, unit testing and integration of the applications

Involved in designing Widget Based Web Application for the auto dealer and worked as core- developer

Developed the POC projects for the on-the-fly web site creation

Developed Backend modules using Java, Servlet, Spring, Hibernate, XML, DOM

Developed Front End modules using Spring, Hibernate, JSP, XML, XSLT, CSS, JavaScript, Ajax

Used different Java design patterns like Front controller, DAO, Command Pattern, MVC

Given the training on Spring, Hibernate to the new team members

Used Google Analytics and OpenX Ad server for the web application

Developed the Dealer Lead Notification using Java and Java Mail API

Developed modules for the web applications like Search Engine, Listing, Request Submission

Developed VXML application for the auto dealer lead routing application

Developed the Web application using JSP, HTML, Servlet, JDBC/ODBC

Used Eclipse and SVN for the source control

Worked with QA teams for the integration testing

Supported all the project releases

Involved in the code reviews

Involved in the training sessions for the internal business users to use the application and develop their own custom report.

Worked with CRM Application Development Team to complete development, test support and deployment activities.

Environment: Saleforce.com platform, Apex, Visual Force, Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, SOQL, SOSL.

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