Customer Service Case Management
Resume:
SUMMARY
Having *+ years of IT experience with over 4 years of experience in Salesforce CRM Implementations: Analysis, Design, Development, Administration, Integration, supporting the cloud applications, communities, and migration from classic to lightning, lightning component development. Strong experience with Salesforce.com CRM full implementation, migration of Sales, Service clouds, Communities and Force.com platform. Proficient with understanding of CRM business processes - Account, Contact, Opportunity, Lead, Campaign and Case Management. 3 Years of experience on JAVA/J2EE.
TECHNICAL SUMMARY
Experience in Administration, Configuration, Implementation, Lightning, and support experience with Salesforce platform.
Experience in Salesforce Customization, Security Access, Workflow Approvals, Data Validation, data utilities, Analytics, sales, Customer Service, and Support Administration.
Expertise in SFDC Development using Lightning Application, Apex Language, Visual Force Pages, Classes, Controllers, Triggers, Indexes, Locks Web Services, Components, Tabs, Apex Web services, Custom Objects, Reports, Analytic Snapshots and Dashboards, Profiles, Creating Roles, Page Layouts, Org - Wide default, Sharing rules, Work Flows.
Worked on Lightning Process builder flows, Connect API, Chatter and quick Action.
Integration Methodologies, different API, Trigger framework, Recursive Triggers, VF Remoting, Asynchronous Framework & options.
Good Experience on Salesforce Lightning. Experience in third party integration with ERP.
Designed & Development custom applications and components using Best Programming Practices of Apex Classes, Apex Triggers, Visual force pages, and Lightning etc.
Experience in building reusable UI components with Lightning component framework.
Fixed issues with custom Lightning Event Management app on styles & controllers for in-built apps.
Experience in creating lightening components in Standard objects like Contact Accounts Etc.
Build Apps Visually with Lightning App Builder. Developed re-usable UI Components with the Lightning Framework.
Experienced working on client-server framework of lightening components enhancing better performance of apps and accelerate their development.
Experience in developing Web based applications using HTML, XHTML, XML, CSS, JSP and JSP Tag Libraries.
Experience in end-to-end product life cycle management, excellent configuration skills, familiarity with administration and security controls, and amazing ability to aid technical team members, developers and support teams, outstanding troubleshoot workflow issues and superior communication skills.
Data profiling which means to make it High-level SQL statement based on our analysis and prepared mapping document for source and target application according to data governance.
Audit the data for improving data quality, determine defects for data, and prepare appropriate resolutions.
Worked and created different business and technical documentations including BRD, FRD, TDD, RTM, Gap Analysis, Test Cases, Test Scripts, and Project Scope, Training manuals etc.
Experience in Business, Functional and Non-Functional specs creation.
Prepared Data layouts, Data mapping from source to target mapping as well as different layers of mapping.
Strong experience in creating Test Plans, writing and executing Test Cases, Manual Testing and automated Test Execution.
Setup of Test environments and Test Data in AS400 systems.
Have fair knowledge in Salesforce CRM testing.
Proficient use of the ALM, Quality Center and Test Director to manage the software testing process. LALITHA MALLIDI
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KEY SKILLS
PROFESSIONAL EXPERIENCE
Client: Baxter USA, Deerfield, IL, USA Apr 2022 – Till Date Role: Salesforce Consultant
Responsibilities:
• Performed all tasks supporting the day-to-day operation of Salesforce.com applications, including, managing users.
• Maintained custom validation and workflow rules, formula fields, data dependencies, page layouts, alerts and notifications, email templates, triggers, reports, views, and dashboards.
• Deep SalesForce.com development skills with focus on Lightning Components, APEX, Visual Force and jQuery
• Conducted analysis of existing code and correct defects or minor enhancements
• Worked with business super users to configure and manage complex user security permissions, including user hierarchy rules, roles, permission sets, and profiles to ensure system security.
• Maintained functional areas of contacts / relationships, accounts, opportunities, dashboards, and related reports.
• Troubleshooting technical issues related to APEX code, Visual Force and lightning pages.
• Provided hands-on support including data quality management, technical and functional issue resolution, and oversight of new opportunities for functionality and enhancements.
• Maintained CRM governance framework, usage guidelines, and related documentation, e.g., roles and responsibilities.
• Disseminate information and communicate effectively among Salesforce.com users, management, IT, and other stakeholders.
• Created, maintained, and enforced data integrity standards; audit, review, and monitor CRM reports to ensure data quality. Worked with users to resolve data discrepancy issues.
• Assisted with the export, cleansing, and import of CRM data on an as needed basis.
• Lead ongoing health and maintenance support for salesforce platform.
• Lead Change Management for small/medium requests
• Operational and production support.
Administration Lightning Aura REST APIs
Automation Apex
SQL Sales Cloud Service Cloud Java
Software Development Lightning Web Components Force.com Agile Methodology Code Optimization Client: Bank of America, Raleigh, NC, USA Jun 2020 – March 2022 Role: Salesforce Lightning Developer
Responsibilities:
• Developed Enterprise Level Lightning Applications using Various Technologies like Lightning Design Systems, Lightning App Builder
• Worked on multiple projects, designed, developed and deployed Apex Classes, Controller Classes, Extensions and Apex Triggers for various functional needs in the application using DEV Console, Eclipse IDE.
• Migrated Salesforce Classic applications to Lightning Experience for rich user interface and better User Experience with the application.
• Worked on Salesforce1 Platform to build Mobile App by enabling Lightning Components for use in Salesforce1 mobile platform to make Lightning Application mobile.
• Retrieved data from on premise Database using Rest API’s and displayed within the lightning component.
• Created multiple Lightning Components, added CSS and Design Parameters that makes the Lightning component look and feel better.
• Experience in working with Aura Handlers for Events to focus on Logic and Interactions with different components within Lightning Applications.
• Updated the APEX Controller and Helper functions regularly making the Component Context Aware as per business requirement.
• Used Lightning Data Service within Lightning components to Insert, Update, and Delete record without Apex Controller.
• Used refined global search in Lightning by developing Apex classes and Controllers.
• Experienced using Force.com IDE for creating, modifying, testing, and deploying Force.com Applications.
• Used SOQL and SOSL statements within Governor Limits for data manipulation needs of the application using platform database objects.
• Experience in modifying Visualforce pages to be supported in Lightning Experience and good understanding of lightning mode and its features.
• Created workflow rules and defined related tasks, time-triggered tasks, email alerts, filed updates to implement business logic.
• Implemented Sales cloud and incorporated the enhanced features as required to streamline the business process.
• Implemented Signature functionality with Salesforce, which will leverage DocuSign.
• Lightning Experience - Formatting and migrating user data into LE, Implemented Salesforce Lightning Components for small set of users within the organization.
• Built Customized Lightning Components replacing the existing one is using Java script on the client side and apex on the Server side.
• Enabled Aura Framework by adding Aura Attributes and Aura Handlers for Events to focus on Logical and Interactions in Lightning Application.
• Worked on Salesforce communities, which replace Salesforce customer and partner portals.
• Designed and deployed Custom Tabs, Validation rules, Approval processes and Auto-response for automating business logic.
• Worked on migrating components using Force.com Ant migration tool, Change Sets, Flosum and Workbench from DEV to QA, SIT, UAT and production instances.
• Experience in working with Agile Software Development methodology. Participated in Sprint Grooming sessions, Daily Standups, User story Estimation, Sprint Demos, Sprint Review, and Retrospective sessions. Environment: Salesforce.com, Salesforce Lightning, Apex Language, Visual Force, Workflow & Approvals, Reports, Lightning, Custom Objects, WSDL, Custom Tabs, Email Services, HTML5, CSS3, Controllers, Data Loader, JavaScript, SOAP, REST API, Eclipse IDE.
Client: EY, Atlanta, GA, USA Oct 2019 –May 2020
Role: Salesforce Developer
Responsibilities:
• Gathered user and functional system requirements via workshops, interviews and workflow storyboards and Working with stakeholders and project teams to prioritize collected requirements.
• Designed, and developed Apex Classes, Controller Classes, extensions and Apex Triggers for various functional needs in the application.
• Worked on various AppExchange products according to the needs of the organization.
• Worked real-time troubleshooting on various Salesforce.com standard objects like Case Management, Accounts, Contacts, Content, Reports and Workspaces.
• Created Email Templates and Mail Merge Templates and was involved in doing the mail merge for different standard and custom objects.
• Developed re-usable UI components with the Salesforce Lightning Component Framework for the Document API Integration on opportunity.
• Created lightning actions, lightning apps and more than 30 components using Salesforce lightning framework.
• Used the Aura framework and Salesforce lightning Design System (SLDS).
• Worked on creating Lightning Pages inside Lightning Community Builder.
• Run APEX data loader to import/load the data in to Salesforce object after these files are successfully transferred.
• Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.
• Worked on various objects Related to APTTUS Configuration and Pricing management, like: Agreement, Incentive, Price Rule, Price Rule entry, Price Rule Set.
• Developed Custom Validations to override the Salesforce default validation rules.
• Performed large and small-scale Data Migration using Migration Tool and Data Loader.
• Worked on Sales Cloud, Service Cloud and Apex Programming on Force.com Platform.
• Used Cast Iron integration tool for synchronizing master list of customers such as leads, accounts, opportunities and forecasts. It is used for data configuration.
• Provided support ongoing Salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflow, campaign management, Triggers.
• Created support guides and conducts training for new and current Users on how to use the system in accordance with established business practices.
• Responsible for maintaining different sandboxes (Environments) like Development, QA, and Production Sandboxes.
• Communicating regularly with the SFDC designated super users to support them in their role and provide information and training on new features and functionality. Environment: Salesforce.com, Apex (Classes, Controllers, Triggers), Visualforce Pages, Aura, Salesforce lightning, Force.com, SOSL, SOQL, Sales Cloud, Service Cloud, Data Migration, Dash Boards, Data Loader, Cast Iron, Custom Objects, Tabs, Accounts, Fields, Leads Emails and Windows. Client: CMC LTD, Hyderabad, INDIA Oct 2010 - Nov 2012 Role: JAVA Developer
Responsibilities:
• Elaborated Use Cases based on business requirements and was responsible for creation of Class Diagrams, Sequence Diagrams.
• Created the Technical design document (TDD)
• Developed user interfaces using JSPs, HTML, XHTML, DHTML, CSS, Java Script, JSP Custom Tags.
• Developed Asynchronous means of retrieval of data from the Server and Database using AJAX features as well JavaScript.
• Implemented the Application using Spring MVC Framework.
• Developed Java Classes for implementation of Persistence of objects and Caching of Data using Hibernate.
• Developed code using various patterns like Singleton, Front Controller and Value Objects, Service Locator.
• Used Spring Framework at Business Tier and also Spring\'s Bean Factory for initializing services.
• Extensively used Core Java such as Multi-Threading, Exceptions, and Collections.
• Designed WSDL\'s and elaborated type definitions schemas based on corporate standards, integration and security specifications.
• Implemented the Web Services and associated business modules integration.
• Developed SQL Statements as well as PL/SQL Stored Procedures for searching contractors depending on Selection Criteria.
• Developed Servlets for Document Upload, Image Streaming and Caching the data.
• Development and Integration of the Application using Eclipse IDE and used StarTeam as Version Control Tool.
• Involved in the full system life cycle and responsible for Developing, Testing, Implementing.
• Involved in Unit Testing, Integration Testing, and System Testing etc.
• Developed JavaScript validation for client side validations. Performed Code reviews and code fixes. Environment: Java, JEE, Springs, JSP, Hibernate, LDAP, AJAX, HTML, CSS, JDBC, Eclipse, Weblogic, Web Services, WSDL, Star Team, Oracle, ANT, Windows, SOA, Design patterns, Firebug, IETester, JQuery, AJAX, JavaScript, HTML, CSS. EDUCATION
• Bachelors – Information Technology – JNTU- Kakinada University CERTIFICATIONS
• Certified Salesforce Administrator
• Certified Salesforce Platform Developer – 1
TECHNICAL SKILLS
Salesforce: Salesforce CRM, Lightning Application, Lightning Web Components, Apex Custom Controllers, Apex Classes, Apex Triggers, Visualforce Pages/Components, Apex Web Services, SOQL, SOSL, Workflow and Approvals, Reports and Dashboards.
Salesforce Tools: Eclipse, Force.com Eclipse IDE Plug-in, Force.com Explorer, Change Sets, Force.com Import Wizard, Force.com Excel Connector, Force.com Platform (Sandbox and Production) Salesforce.com Modules Sales Cloud: Salesforce automation including Leads, Web to lead, Accounts, Contacts, Opportunities, Contract, and Partner Portal
Service Cloud: Cases, Solutions, Ideas, Customer Portal, Customer Self Service portal, web to case, email to case Configuration Skills: SFDC Standard Object Configuration: Campaigns, Leads, Accounts, Contacts, Opportunities, Forecasts, Products, Assets, Contracts, Cases, Solutions, Ideas, and Custom Object development Field creation, Page Layout creation/editing, Related list customization, Record Types, Field Level and Object level security, role hierarchies, sharing models, Reports, Dashboards, Formula Fields and Cross Object, Formula Fields. Data Migration Skills & Tools: Data Analysis, Data Cleansing, Data Normalization, Data Migration. Integrating Tools: Apex Data Loader, Import Wizard, Data Export, Mass Delete Design/Development methodologies: RUP, Agile-Scrum Other: MS Word, MS Excel, MS PowerPoint, MS-Project, MS Outlook
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