Salesforce Developer Case Management

Jayasudha Vijayaraghavan

Certified Salesforce Developer

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

Phone: +1-440-***-****

SUMMARY

10+ years of IT experience, as A seasoned Salesforce Developer and Administrator, with a strong foundation in Java development. Expert in analyzing, designing, and developing CRM and web-based applications on the Salesforce platform, focusing on Sales Cloud and Service Cloud functionalities.

Experienced in APEX Classes, APEX Triggers, Asynchronous Apex, Visualforce, SOQL, SOSL, and third-party integrations (REST, SOAP APIs).

Proficient in automating business processes using Salesforce Flow, Process Builder, and Apex to streamline operations and improve workflow efficiency.

Skilled in implementing email alerts, notifications, and approvals as part of business process automation.

Adept at leveraging Salesforce Lightning components, Lightning Web Components (LWC), and Flow to design dynamic and user-friendly interfaces.

Solid understanding of Salesforce Service Console, Lead/Case Management, and Salesforce CRM functionality.

Hands-on experience in creating complex data models, custom objects, validation rules, security sharing rules, and role-based access within the Salesforce ecosystem.

Experienced in deployment tools such as Copado,Bitbucket,Github Salesforce Change Sets

Strong collaborator with experience in Agile and Waterfall methodologies, working cross-functionally to deliver robust solutions.

TECHNICAL SKILLS

Salesforce Technologies: Apex, Lightning Web Components (LWC), SOQL, SOSL, Triggers, Flows, Process Builder, Reports/Dashboards, Email Alerts, Approval Processes, Validation Rules, Web Services (SOAP/REST), Connected Apps, SSO, Sandbox Testing.

Programming Languages: Apex, Java, C++, JavaScript.

Tools: Postman, Visual Studio Code, SoapUI, Git, JIRA, Bitbucket, ClickUp, Slack.

Web Technologies: HTML, XML, CSS, JavaScript, JSON.

Database: SQL Server, MS Access, SOQL, SOSL.

Version Control: GitHub, Git.

EDUCATION

Master of Philosophy (M.Phil.) in Computer Science, Bharathiar University.

Master of Computer Applications (MCA), Anna University.

Bachelor of Science in Computer Science (B.Sc.), Bharathiar University.

ADDITIONAL INFORMATION

NBIS Cleared Background Check from Federal.

CERTIFICATIONS

Certified Salesforce Administrator

Certified Salesforce App Builder

Certified Salesforce Platform Developer1

Certified AI Associate.

PROFESSIONAL EXPERIENCE

FMCS (Federal Mediation and Conciliation Service)

Salesforce Developer

May 2024 – Present

Employer: Agelix Consulting

Revamped Salesforce data architecture, enhancing data accessibility and quality by 30%, leading to improving operational insights and decision making.

Implemented robust FMCS policies in Salesforce Service Cloud, customization and Salesforce configuration, optimizing the user setup for over 200 profiles, roles, and user setups, reducing miscommunication and security risks and led the development of business process and integrations, enhancing user interface and improving satisfaction by 15%.

In the implementation of FMCS in Service Cloud Developed and enhanced UI experience by Salesforce Lightning components, Dynamic record pages and Dynamic URL Hacking in order improve user experience and increase customer satisfaction by 15%.

Implemented roll-up summary fields to automate the aggregation of related child record data (e.g., summing total sales) on parent records, streamlining data reporting and improving accuracy in real-time decision-making.

Developed and deployed custom validation rules to enforce data integrity and ensure compliance with business requirements, while utilizing formula fields to dynamically calculate and display key performance metrics, enhancing user experience and operational efficiency.

Managed secure system integrations and streamlined user access by connecting external systems (Power Apps) via REST APIs, leveraging Apex Classes, and implementing advanced configurations with Named Credentials, External Credentials, and principals, enhanced with permission sets.

Automated complex Flow automation to auto-generate custom records and manage expenses within the case lifecycle, cutting down case nurturing time by 70%.

Conducted comprehensive testing of REST API callouts using Postman to validate endpoints, ensure data accuracy, and verify integration functionality across systems. Initiated best practices for Apex, Flow, and LWC development, reducing bugs by 40% and streamlining workflows.

CCR Center for Courage and Renewal

Salesforce Developer/Administrator

Sep 2023 – April 2024

Developed and implemented robust security protocols, leading to a 25% reduction in security breaches.

Led a team of four junior administrators, providing mentorship on Salesforce configuration and customization, which contributed to a 50% decrease in ticket resolution times.

Integrated Salesforce with multiple ERP systems, optimizing business operations and increasing productivity by 20%.

Collaborated with cross-functional teams to document business requirements and design tailored solutions, including data migration and process automation.

Designed and deployed Approval Processes and Email Alerts to automate approval workflows and keep stakeholders informed of status updates.

Streamlined lead and case escalation processes through Flow automation, ensuring the timely resolution of customer inquiries.

Led successful data migration efforts, ensuring smooth system transitions with minimal operational disruptions.

Diagnostic Service Provider, San Diego

Salesforce Developer

Jan 2022 – Jul 2023

Streamlined internal business processes by automating lead routing, case management, sales and support process and approval workflows using Salesforce Flow to enhance operational efficiency.

Implemented robust outbound integrations and streamlined user access by connecting external systems via REST APIs, utilizing Apex Classes, and customizing Named Credentials for secure and efficient communication.

Enhanced communication with users and clients by developing and integrating lightning email templates into scheduled trigger automation flow.

Improved Salesforce user interface and user experience through the design and implementation of custom Lightning Components and Dynamic Record Pages.

Ensured efficient data exchange and system functionality by building robust integrations with third-party systems via SOAP and REST APIs.

Enhanced data accuracy and user compliance by creating Screen Flows, Record Triggered Flow, Auto launched Flow for guiding users through case entry and validation processes.

Reduced manual authentication issues and improved login management by implementing Single Sign-On (SSO) for seamless user access.

Proficient in using Copado to streamline Salesforce development processes, automate deployments, and maintain compliance with governance standards.

Hands-on experience with Copado's conflict resolution tools to manage and resolve deployment errors efficiently, maintaining system integrity.

Symmetric Solutions, India

Salesforce Administrator/ Developer

Jan 2019 – Nov 2021

Spearheaded with 5 team members to overhaul Salesforce systems, resulting in a 40% improvement in CRM functionality and efficiency.

Implemented cutting-edge Salesforce Sales Cloud features, which contributed to a 30% reduction in customer service response times.

Developed and launched comprehensive training programs for global Salesforce users, leading to a 25% increase in adoption and user proficiency.

Optimized reporting processes, improving the accuracy of financial forecasts by 20%, providing executive leadership with more reliable insights.

Managed Salesforce implementation projects across three continents, ensuring timely and within-budget delivery, boosting global operational efficiency by 15%.

Automated key business processes using Salesforce Flow, significantly reducing manual tasks and driving a substantial increase in process efficiency.

Enhanced stakeholder communication by configuring email alerts within Workflows and Process Builder, ensuring timely notifications for critical actions.

Reliant NRG, Houston

Salesforce Administrator

Nov 2016 – Sep 2018

Collaborating with consultants to implement solutions and customize Salesforce to meet business requirements.

Deployed sophisticated automation workflows through Flow Builder, enabling sales teams to save 10 hours per week on routine tasks, enhancing productivity.

Directed Salesforce support for over 300 users, resulting in a 20% reduction in average response and resolution times for support requests.

Optimized lead management and case handling processes by automating workflows with Process Builder and Flow, driving operational efficiency.

Developed and integrated custom email templates within workflow rules to deliver timely notifications to users about critical updates and actions.

Enhanced Salesforce reporting capabilities by designing custom reports and dashboards, ensuring stakeholders have real-time access to key performance metrics.

Teradata Corporation, India

Java Developer

Oct 2011 – Feb 2014

Developed use cases, class diagrams, and sequence diagrams using Rational Rose, ensuring alignment with business requirements and processes.

Contributed to the design and development of a multi-tier application following Struts-based MVC architecture standards.

Developed key functionality for the Registration modules and business modules using J2EE design patterns.

Implemented application-level logic using Java, JSP, and automated processes with OS-specific Shell Scripts.

Led the testing efforts for integration and system levels, employing various methodologies to ensure quality and functionality.

Sonata, Hyderabad, India Feb 2010 – Aug 2011

Java Developer

Description:

Sonata Software Limited is a software services company delivering transformational IT solutions

through customer specific Centers of Excellence. Sonata serves Software Product Companies and enterprises in Travel, Manufacturing, Retail and Distribution verticals across the globe. Its key service lines include Business Intelligence and Analytics, Application Development Management.

Roles and Responsibilities:

Led requirements gathering, analysis, design, and testing phases, ensuring alignment with business needs and system functionality.

Developed the presentation layer using JSP, HTML5, and CSS3, and configured Tomcat Apache for seamless deployment.

Collaborated with business analysts and users to understand requirements and existing functionality, contributing to the development of various application modules.

Utilized JDBC for database operations, managed application deployment via WebLogic, and provided production support while addressing production issues.

Environment: Java, J2EE, JSP, Servlets 3, HTML 5, JavaScript, Struts, spring, CSS 3, XML 1.0, Tomcat 6

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