Salesforce Developer Case Management

Prashanthi Gupta Veccha- (** Certified Sr. Salesforce Developer)

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

Phone: 615-***-****

Trailhead: https://trailblazer.me/id/prashanthigupta

PROFESSIONAL SUMMARY:

Having 12+ 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, Marketing, Service clouds, Communities and Force.com platform.

Proficient with understanding of CRM business processes - Account, Contact, Opportunity, Lead, Campaign and Case Management.

Good experience with salesforce OOB Security,out of the box data model and modeling in salesforce by creating Custom Objects, Formula Fields, Rollup Summary Fields, Field dependencies, creating new relationships using Lookup, Master-Detail and Junction Objects.

Strong salesforce development experience with Apex Classes, Apex triggers, Batch Apex, Schedule Classes, Visualforce pages and integrating with external source by developing SOAP, RESTful Apex Web Services and Force.com API.

Sound experience in writing, tuning of SOQL, SOSL queries, relationship queries in Apex Triggers, Controllers and used Statements and Database methods for performing DML operations.

Worked extensively in developing, customizing of Visualforce pages with Visualforce components, Custom, Extension controllers and developed dynamic components.

Hands on experience with Inbound and Outbound Integration of salesforce with external systems by developing custom Apex SOAP, RESTful classes for inbound class and written Apex callout for invoking outbound applications.

Good experience in rollout of Saleforce1 for mobile and customized visual force pages with Aura components.

Worked on customization of visual force to have lightening experience for desktop and mobile applications.

Expertise with salesforce.com administrative activities: Creating Profiles, Roles, User, Permission Sets, Record Types, Page Layout assignment, Search Layouts, Field-Level Security, Custom Tabs, Validation rules, Formula Fields, Email Services, Workflows, Approval Process, Reports and Dashboards.

Proficient in building business logic using salesforce declarative programming like Validation rules, Formula Fields, Workflow Rules, Approval process and its actions Field update, Email alert, Outbound message, and Creating Task.

Strong experience in implementing salesforce new features like Process Builder and performed actions Creating Records, posting a Chatter post, Email Alert, Invoking an Apex Class.

Good experience in setting up Organization Role Hierarchy, provisioning data visibility rules by configuring OWD, Criteria/Owner based and Apex managed sharing rules.

Hands on experience in building Reports, Dashboards, Analytics Snapshot using Standard and custom Report types for the business users, management for higher visibility.

Hands-on experience on writing code in Apex, Java 1.6 or higher, JavaScript, XML, HTML 5.

Build Lightening controllers with the AURA framework.

Involved in developing salesforce Lightening Apps, Components, Controllers and Events.

Good experience in developing salesforce Lightning Apps, Components, Controllers and Events.

Customized existing Visualforce to align with salesforce new Lightning UI experience.

Performed data analyst roles and used tools: Apex Data Loader, Informatica, Demand Tools, Import Wizard, Workbench and Excel for data analysis, transforming, importing, and exporting.

Proficient with tools Eclipse IDE (Force.com Plug-in), Developer Console for developing, customizing of Apex Class, visual force pages and changing meta-data components; Force.com Explorer and Workbench Querying and testing REST web services.

Deployed salesforce components from Sandbox to other Sandboxes and Production instances using Force.com Migration tools (Ant based), Changeset and Eclipse IDE, JIRA, Utilized Sonar cube for continuous measure and improve code quality.

Used ServiceMax App Exchange functionality in salesforce for developing the application used as service cloud.

Used ServiceMax dispatch console functionality to configure dispatch console for field engineer.

Used ServiceMax Setup to create SFM transaction, SFM Wizards, Service Team, Technician, Skills, and Translations etc.

Used Dispatch console functionality to create Subject, Confidential for event creation.

Worked on Financial service cloud to develop the application.

Hands on experience working with Agile methodology and 2 weeks as my scrum time, for every 2 weeks I will interact with business users for the requirement gathering, once I have requirement, then will prepare the user stories, and then I will give estimated time for the user stories in Fibonacci series, using JIRA as a PM tool, will upload all these user stories into the JIRA tool, and the user tool will be assigned to work on.

Complete Platform Ownership: Management of Technical Debt and Platform Life Cycles for Salesforce and other platforms.

Hands on experience with DocuSign eSignature solutions within Salesforce.

Troubleshoot and fix production issues and help prioritize against existing backlog based on severity and impact

Lead the design and development of assigned projects in Jira.

Developing Salesforce workflows and enhancements to Health Cloud application.

Administrative tasks (user management, role definition) for the Health Cloud application.

Support and facilitate modifications to SFDC Cloud (Lightning, Community, FinancialForce PSA, and future platforms).

Experience in supporting Salesforce integrations with ERPs like QuickBooks.

Ability to build and demonstrate prototypes in Salesforce and data migration tools

Experience leading and implementing the charge within the Salesforce ecosystem, including SDLC and Agile experience.

CERTIFICATIONS:

Salesforce Certified Administrator

Salesforce Certified Platform Developer 1

Salesforce Certified Platform Developer 2

Salesforce Certified App Builder

Salesforce Certified CPQ Specialist Certification

Salesforce Certified AI Associate

Copado Fundamentals I Metadata Pipeline Certification

TECHNICAL SKILLS:

CRM

Salesforce CRM, Siebel CRM, Microsoft Dynamics CRM

Salesforce

Apex, Visualforce, Controllers, Triggers, Batch & Schedule classes, Salesforce1, Lightning (Components, Apps, Events), Web Services, SOAP, REST, Sales cloud, Service cloud, Marketing Cloud, Force.com Platform, Sites, Knowledge, Article Management, SOQL, SOSL, Reports, Dashboards.

SFDC Tools

Eclipse, Developer Console, Workbench, Force.com Migration tool (Ant based), Force.com Explorer, Data Loader, Excel Connector, Command line Data loader, Cast Iron.

Languages

Java, J2EE, Servlets, JST, Struts, Hibernate

Web Technologies

XML, HTML5/4, CSSS3/2, JavaScript, jQuery, AngularJS

Application Servers

Apache Tomcat, Sun Web server, Resonate, WebSphere 4.0/4.1, Tomcat 6.0, JBOSS 5.

Databases

SQL, PL/SQL, Oracle 11g/10g/9i, SQL Server 2008/2005, MySQL

PROFESSIONAL EXPERIENCE

BGSF (CLIENT- USA GOVT DOT FEDERAL, VA – VETERANS DC, HCA ) OCT’22 TO TILL DATE

Sr. Salesforce Developer (GOVT CLOUD, EXPERIENCE CLOUD, SERVICE CLOUD)

Roles & Responsibilities:

Federal Sector Service (Govt Department of Transportation, VA) and Sales Cloud implementations and SDLC lead

Salesforce Managed Release Implementations in Non-Profit Sector; Technical Lead Advisory for COE in SaaS Multi-Tenant Architecture along with DevOps and Cross Platform Integration. Worked in Agile environment (Kanban).

Salesforce Consulting Expert on end-to-end Salesforce implementations on high volume clients with hands-on design, development, platform support. Retrieved some data and its functionality from Third-Party API's and displayed within the Lightning Components.

Sales & Service Cloud with Custom Digital Experiences.

Integrated DocuSign with Salesforce: Successfully implemented and configured DocuSign eSignature solutions within Salesforce to streamline document workflows, automate contract processes, and enhance customer experiences.

Develop custom applications and performs testing using Salesforce Apex and Lightning Components.

Writes, tests analyze and implements high-quality code according to specifications.

Followed Salesforce best practices and guidelines in implementing solutions, without creating technical debt and maintaining security in the application.

Builds client trust and respect, establishes client relationships, and develops a rapport with clients.

Researches and keeps current on Salesforce technologies and communicates trends and future needs from a business perspective.

Code Coverage to make sure all or maximum apex code covered in servicemax application functionality.

Dataloader for uploading master data on Servicemax

Involved in Supporting Servicemax applications in Americas time zone, primarily Pacific Time zone after Confidential Go Live.

Integrating data from custodians, banking systems, financial planning, portfolio management, asset aggregation, and all the other platforms that support your front- to back-office is a major implementation task.

Used Dispatch console functionality to create Subject, Confidential for event creation in Financial cloud.

O Used Dispatch console functionality to configure the color for work order grid.

Strong proven experience at using Salesforce declarative tools – Lightning flows, Process builders, workflows/rules, Validation rules, Approval processes, Case Management, formula fields, email services APIs.

Customize Lightning experience for existing or new users

Have a thorough understanding of the Salesforce platform and be able to interact with business users to understand requirements to translate them into design specifications.

Strong analysis and troubleshooting ability, as well as attention to detail.

Hands-on lightning experience for custom app development.

Environment: Lightning Web Components, Lightning Components, Apex classes and Controllers, Salesforce.com Platform, Force.com, Apttus CPQ, Force.com, Git Hub, Vs Code.

GRAHAM HEALTH CARE GROUP, TN JAN’21 to SEP’22 Salesforce Lightning Developer (HEALTH CLOUD, SALES CLOUD)

Roles & Responsibilities:

Built Salesforce applications using Apex, Visualforce, and other Force.com Platform tools.

Used given toolsets to enable business processes.

Worked in Agile environment (Kanban).

Created Custom lightning components by using lighting tabs for the list views data pull into Visualforce Pages.

Retrieved some data and its functionality from Third-Party API's and displayed within the Lightning Components.

Worked with team in a collaborative environment to deliver solutions internal and external customers.

Hands on Experience with Integration, Interface support for Salesforce and third-party applications (i.e: Informatica, HL7, other APIs).

Updated the APEX Controller and Helper functions regularly making the Component Context Aware as per business requirement.

Tested apps by appending multiple components to a Lightning Application thereby deployed Applications from Sandbox to Production.

Worked with SOQL, SOSL queries with Governor Limitations to store and download the data from Salesforce.com platform database.

Maintenance of installed Managed Packages in Lightning using Apex. Experienced in using Data Migration tool called Data Loader.

Visualforce Pages for Lightning Experience, Alternates for Java Script Codes, Sharing Visualforce pages between Classic and Lightning.

Used field level security along with page layouts in Lightning to manage access to certain fields.

Implemented the Web Services through WSDL in the Salesforce.com for outbound messaging.

Worked on Integrating Bridge Connector and Salesforce systems using SOAP and REST API's.

Involved in daily standup meetings, Scrum. This resulted to bring good solution to the business requirement.

Environment: Lightning experience, Lightning Components, Apex classes and Controllers, Salesforce.com Platform, Force.com, Apttus CPQ, Force.com

A & R DIST LLC, TN Dec’19 to OCT’ 20

Salesforce Administrator/Developer (SALES CLOUD, SERVICE CLOUD, MARKETING CLOUD)

Roles & Responsibilities:

Created modern Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Component features.

Involved in project technical design plan, conversions, Mapping, configuration of portions of the SFDC application.

Upgraded some Apps from Salesforce Classic to Lightning Experience to develop rich user interface and better interaction of pages.

Worked on Salesforce1 Platform to build Mobile App by enabling Lightning Components for use in Salesforce1 mobile platform to make Lightning Application mobile.

Worked on front end application development using CSS3, HTML5, JavaScript.

Retrieved some data and its functionality from Third-Party 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.

Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.

Updated the APEX Controller and Helper functions regularly making the Component Context Aware as per business requirement.

Tested apps by appending multiple components to a Lightning Application thereby deployed Applications from Sandbox to Production.

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 utilizing Financial service cloud for our secured date storage.

Worked on Apttus CPQ configuration and integration.

Integrated CPQ system with multiple CRMs like Salesforce and CRM On Demand.

Supported and improved sales cycles by implementing CPQ solutions effectively.

Implemented Single Sign-On on force.com.

According to the business user's requirement, creating Reports and Dashboards.

Worked with various salesforce.com objects Lead, Account, Contact, Opportunity, Campaign, Cases, Solutions Standard objects & Custom Objects.

Created Public Groups, Queues, Permission Sets, Profiles, Users &Security Settings based on role hierarchy. Involved in Data Migration from three Legacy Systems to Salesforce.

Implemented Salesforce Service Cloud & Opportunity Management (Case Management, Entitlement Management, Product & Price Book, High Volume Customer Portal, Partner Portal, Visual Force Sites) for business support and technical support for its channel customers.

Environment: Lightning experience, Lightning Components, Apex classes and Controllers, Salesforce.com Platform, Force.com, Apttus CPQ, Force.com Eclipse IDE, HTML, CSS, Data Loader, WSDL, SOQL, SOSL, Scrum, Custom objects, Custom fields, Web Services, SOAP API, REST API.

Facebook, IND Feb’16 to Nov’19

Salesforce Admin/Developer (SALES CLOUD, SERVICE CLOUD, COMMUNITY CLOUD)

Roles & Responsibilities:

Configured force.com to meet business requirements which includes creating custom fields, page layouts, Process builders, Workflows, Approval Process and Validation rules.

Implemented security and sharing rules at object, field, and record level for different users in the organization.

Configured and designed data models for large data volumes.

Maintained the Data Integrity of the org with high security considerations using org-wide, sharing settings, record level and profile level security features of Salesforce platform.

Maintained system efficiency and evaluated system’s performance.

Worked effectively to ensure that the data is protected and is made available to the authorized users by customizing the user Roles, Profiles, Permission sets and Sharing settings.

Developed and configured various Custom Reports, Report Folders and Dashboards for different user profiles based on the needs in the organization.

Implemented Email to Case for various businesses and developed Assignment rules and workflows to assign and notify the cases to users or queues.

Deploying code changes from Sandbox to Sandbox and Sandbox to Production environments using Change Sets.

Had setup Territories, Roles, Profiles, Permission sets, sharing settings, Sharing rules and Assignment rules.

Developed and maintained Salesforce Reports and Dashboards.

Created Apex Classes, triggers, visual force pages on daily basis.

Environment: force.com, Data Loader, Workbench, SOQL Explorer, App exchange, Change Sets, Force.com IDE.

Google IND May’13 to Dec’15

Salesforce Admin/Developer (COMMUNITY CLOUD, SERVICE CLOUD)

Roles & Responsibilities:

Interacted with users to understand complex business requirements and documented the requirements.

Experienced in designing, developing and data modelling of the application and ensured that they are within the Salesforce governor limits.

Created productive documents which will be used by rest of the team to have better understanding of the related system; Salesforce.com CRM.

Generated the quotation word document from Salesforce.com and using the feature of CPQ product.

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

Created custom objects, custom Fields, Validation Rules, and formula fields.

Created Visualforce pages, Apex Triggers, Apex Classes, Test Methods and Workflows.

Developed SOQL query to pull data from salesforce.com instance to Right90 application. The process is set to run by default every 20 min and pull information that is changed since last successful sync run.

Worked on Visual flow for automating the user actions and displayed appropriate information on the screens.

Worked on Process Builder for calling the apex methods for updating the contact information with zip code.

Deploy using Force.com IDE tool, Change sets and Eclipse for sandbox to production environments.

Having experience on support projects providing solutions to Level-1, Level-2 and Level-3 tickets

Developed scripts to load forecast data from salesforce.com.

Created technical design document and functional design documents as per business requirement.

Worked on Sales cloud such as Web-to-lead to support online lead capture, with auto-response rules.

Developed integrations to integrate data from Salesforce.com using SFDC APIs.

Created Page Layouts to organize fields, custom links, related lists, and other components on record pages.

Fields and defined Field Dependencies for custom pick list fields.

Implemented Case Assignment Rules to direct the case to appropriate group such as Stories.

Wrote Case Escalation Rules to escalate cases depending on the time frame and difficulty of the case issues

EDUCATION:

Bachelor of Technology in ECE, JNTU, India.

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