Customer Service Salesforce Administrator

Rahul

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

Ph: +1-201-***-****

Professional summary:

Salesforce Administrator & Developer with over 6+ years of experience and eager to contribute to team success through hard work, attention to detail and excellent organizational skills.

Clear understanding of requirements and motivated to learn, grow and excel in Salesforce.

Experience strong Knowledge in Salesforce Administration and Data Validation, Sales, Marketing, Experience cloud, Customer Service and Support Development team.

Experience in Migrating Metadata from Sandbox to Production environment using Migration tools like ANT, Eclipse IDE and Change Sets.

Expertise in system administration, configurations, maintenance and Support of Force.com Application, Salesforce CRM, VEEVA CRM, VEEVA VAULT.

Expertise in VEEVA CRM ISR functionalities, Insurance, and Banking domains.

Experience in Sandbox Refresh from Production Instance.

Worked on different integration projects. Good experience on B2B B2C SFDC patterns involved interaction with all the various parties involved.

Hands on experience in developing Salesforce Lightning Web Components (LWC).

Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Validation rules, Reports, Dashboards, Tasks and actions.

Experience in working with Salesforce.com sandbox and production environments.

Experience using Force.com Web services API for implementing web services in the application for access to data from different users.

Developed Lightning Components using Aura Framework and Lightning Web Components(LWC). Experience in creating modern Enterprise Lightning Apps.

Implemented Copado to improve the efficiency of salesforce release management and version control.

Experience in developing custom applications and solutions using SFDC Force.com Platform using Apex, Visualforce, Force.com IDE, SOSL and SOQL.

Experienced with Lightning UI development, creating Lightning pages by using component, controller, style, helper, design, render, documentation, SVG.

Expertise in SFDC Configurations/Customizations as Developer.

Expertise in working with different environment of SFDC such as Sales Cloud, Marketing Cloud and Service Cloud.

Global Support for users using front end CRM Application and working on cases and solutions.

Extensive experience in analysing organization processes, converting business workflows into exact Salesforce.com workflows and configuring Salesforce.com to meet business requirements.

Hands on Experience in creating Custom Objects, Custom fields, Page layouts, Custom Tabs, Reports, and various other components as per the client and application requirements.

Experience in Administration, Configuration, Implementation and Support of Salesforce CRM and Salesforce applications based on Apex Language and leveraging Force.com Platform.

Experience with project methodologies like Agile/Scrum/Sprint and Waterfall.

Worked on a pulling data from JIRA, manipulating this data in excel using macros to make them salesforce data load compatible. This was used to load stories into copado to track components related to each user story.

Experience in data migration using Import wizard, Apex Data Loader, Informatica on Demand.

Good development experience with Apex Language, Apex Trigger, Apex Scheduler, Batch Apex, Apex Class Apex Web Service, Partner WSDL Enterprise WSDL, Visual Force Page, Component Controllers and S-Control.

Gained a strong knowledge of synchronization, data extraction, transformation, data loading, scheduling, monitoring, and reporting in a cloud computing environment.

Used Force.com REST API Web services and outbound messaging for implementing web services to integrate External systems and websites.

Expertise in salesforce.com platform by designing the required entities like custom objects, creating the relationships/junction objects like lookups, Entity Relationship data model, Roll - up summary, Pages, and Interfaces.

Experience in creating detailed process documentation and deployment process on issues for Future Follow ups.

Excellent Leadership and Interpersonal skills, Team player with ability to work effectively with all levels of organization and individually as well.

Technical Skills:

CRM

Salesforce CRM

Platforms & cloud

Salesforce.com, Apttus CLM/CPQ, Steel brick CPQ, sales cloud, service cloud, Marketing cloud, Experience cloud

Salesforce Technologies

Salesforce CRM, Lightning, Salesforce SFA, Apex Language, Apex Classes/ Controllers, Apex Triggers, SOQL, SOSL, Visual Force Pages / Components, Apex, Web Services, AJAX, LWC, Workflow, Approvals, Dashboards, Copado, Analytic, Snapshots, Case Management, Automation Custom Objects.

Languages/Scripting Languages

Java Script, HTML

Databases

Oracle, SQL Server, MS Access

Version Control Systems

CVS, Microsoft Visual Source Safe, Team Foundation Server

Tools

SQL Server management Studio, SQL Profiler, Performance monitor, Microsoft visual studio, Microsoft Office Suite, Angular JS, Microsoft Azure

Data Modeling

UML, MS Visio

Operating Systems

Windows, MacOS

Professional Experience:

Client: Goldman Sachs, Texas April 2024 – Present

Role: Salesforce Admin/Developer

Responsibilities:

Interpret business requirements into SFDC system functionality. Identify, evaluate, test and deploy solutions that are cost-effective and meet business requirements.

Worked as enhancement team member and performed the roles of Salesforce.com Admin in the organization.

Analyzing and customization of existing VEEVA CRM functionality.

Worked closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of Salesforce.

Designed workflow rules and specify related tasks, time triggered tasks, email alerts, filed updates to enable business logic.

Worked on various Salesforce.com standard objects like Case Management, Accounts, Contacts, Content, Reports and Workspaces.

Developed Pages Using LWC, Architecture and created multiple lightning components and LWC to enhance the existing functionalities.

Responsible for creating dataset recipes and Data flows.

Administered and supported CRM application for users in marketing, customer service and sales.

Assist in resolution of escalated situations initiated by Salesforce Marketing Cloud, clients, and partner.

Implicated in mapping the fields amidst the current reporting system and Salesforce using data loader.

Achieved import and export operations to load customer data and other master data adopting data loader.

Generated sync of contacts, email alerts, events, and tasks amidst Salesforce to Outlook and Outlook to Salesforce strongly.

Getting Involved with Veeva for Support related activities.

Using the Zuora CPQ programmatically mainly for creating and submitting the Salesforce CPQ contracts to Zuora by automating manual steps during the quoting process.

Worked on both lightning frameworks Aura and LWC.

Worked closely with the legal team in implementing an end-to-end solution.

Deployed the complete application in incremental change sets.

Facilitate and maintain positive relationships with Marketing Cloud teams, clients, and partners.

Worked with various version control tools like AutoRabit, Copado, GitHub.

Developed Lightning Web Components(LWC) to display the Events on Calendar using Full calendar JS.

Documented & conducted multiple training sessions across various team.

Responsible for Salesforce.com inquiries regarding issue resolution from all parts of the Sales and Product Marketing organization.

Working on translating several Visual Force pages to lightning using LWC framework

Data migration and updates through the tool provided by Sales force.com and Copado tools.

Achieved comprehensive analysis of business practices and guided on ways to boost up the processes.

Designed Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

Skilled on Case Management, captured cases from the company's website and customer emails.

Managed Auto response rules if customers approached beyond the business hours.

Toiled on Record Types, Validation Rules, Triggers and Page Layouts.

Integrated Veeva with ESquared Systems to send speaker programs and attendee information from Veeva to ESquared.

Organized Email Templates and Mail Merge Templates and was committed in doing the mail merge for various standard and custom objects.

Responsible for developing data flows and lenses in an existing Salesforce Einstein Analytics tool to support business requirements.

Experience working in Agile methodology, Scrum methodology, Waterfall model and Test driven development.

Worked with email campaigns and Exact target for sending mass emails in the marketing cloud.

Coordinated Data flow between various sub systems connected to Salesforce.

Used the Copado and ANT tools to migrate the code to SIT, UAT and Prod Environment.

Generated several Reports and Report folders to support managers to better utilize Salesforce as a sales tool and organized various Reports for different user profiles based on the needs of the organization.

Deliver continuing support in the areas of SFDC configuration, administration, reporting, data migration, solution design and project co-ordination.

Environment: Saleforce.com platform, Record types, LWC, Aura, Reports, Dashboards, Copado, Email, Triggers, Sharing Rules, PowerPoint, Excel, Waterfall, Validation Rules, Messaging, Dashboards, Standard and Custom Objects.

Client: Sunera Technologies Dec 2018 – Jan 2021

Role: Salesforce Admin/Developer

Responsibilities:

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

Worked on Salesforce Lightning combines the new Lightning Design System, Lightning App Builder and Lightning Components to enable anyone to create modern enterprise apps build quickly and easily on Salesforce1 Platform.

Worked on various Salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards.

Loaded Facilities from MDM to Veeva twice in every quarter

Understanding and hands-on experience with Salesforce Commerce Cloud, with a focus on B2B applications.

Responsibilities in planning and executing the seamless integration of the B2B Connector to enable B2B commerce capabilities within Salesforce Commerce Cloud.

Developed Visual force Pages to include extra functionality and wrote Apex Classes to provide functionality to the visual pages.

Responsible for creating lightning aura components (LC), lightning web components (LWC) used in building lightning communities.

Created Data Flow diagrams and process flow diagrams to facilitate better system understanding.

Retrieved some data and its functionality from Third-Party API's and displayed wifin teh LWC.

Implemented Data Loader to load data from Marketing Cloud to Service Cloud.

Expertise working with deployment tools like Copado, AutoRabbit.

Designed, Developed & deployed various APEX Classes, Triggers, Test methods, Visual force pages & also various Schedule, Batch and Future based Apex classes to implement the custom functionality.

Developed and executed marketing campaigns using Marketing Cloud's Email Studio.

Developed triggers which added automatic templates to fire to the respective users.

Boosted the performance of Salesforce Commerce Cloud with the B2B Connector, ensuring swift, dependable, and scalable B2B transactions.

Performed Steel brick CPQ related configuration for product setup, approval matrices, approval rules, process builders and flows.

Implemented SFDC Sales Cloud, Service Cloud, Web Services, Created Group, Deal Rooms provisioning and marketing teams.

Worked with Jitterbit, Copado tools and Heroku connect to migrate data and metadata from one organization to another organization.

Created multiple LWC, added CSS and Design Parameters dat makes teh Lightning component look and feel better.

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

Involved in deploying the AppExchange applications and integrating with third party applications.

Performed Steel brick CPQ related configuration for product setup, approval matrices, approval rules, process builders and flows.

Wrote triggers to process incoming service e-mail requests from customers to automatically create new case records.

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

Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.

Implemented Web to Case, Email to Case functionalities to provide a better customer support to the customers.

Involved in migrating the data from Oracle database to Salesforce application using Apex Data Loader

Wrote SOQL and SOSL statements within custom controllers, extensions, and triggers by following the Governor limits in Salesforce.com.

Developed Workflow rules, tasks, emails, and alerts to track customer related tasks and activities.

Upholding data security and compliance standards, including GDPR and industry-specific regulations, within the B2B Connector setup.

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

Mention your active involvement in training B2B users and providing continuous support for Salesforce Commerce Cloud and the B2B Connector, guaranteeing seamless operations.

Implemented and Consumed Knowledge Base Dashboards & Reports AppExchange for providing Reports and Dashboards that monitors the Knowledge Base.

Provide support and point of escalation for product teams using Marketing Cloud.

Worked on Salesforce.com Application Setup activities and customized the applications to match the functional needs of the organization.

Involved in data mapping and migration of data from legacy systems to Salesforce.com Objects and fields.

Involved in field level security along with page layout to manage the visibility and accessibility of fields for different profiles.

Developed several custom reports to better assist managers and report folders to provide report accessibility to appropriate personnel.

Environment: Salesforce.com, Force.com, Apex Classes, Triggers, B2B, Copado, Controllers, Visual force pages, Custom Objects, Records, Page Lay outs, Roles, LWC, Aura, Workflows, SOSL, SOQL, Sales Cloud, Service Cloud, Cast Iron, Dash Boards, Data Loader, Data Migration and Windows.

Client: Cognizant, Hyderabad June 2017 - Sep 2018

Role: SFDC developer/Administrator

Responsibilities:

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

Experienced in Designing, Developing and Data Modeling of the application and ensured that they are within the Salesforce Governor Limits.

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

Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.

Designed and developed Visual Force pages based on the business requirements.

Developed various Custom Objects, Tabs, Entity-Relationship data model, validation rules on the objects and tabs, Components and Visual Force Pages.

Developed integrations to Integrate Data from Salesforce.com using SFDC APIs.

Deploy using Force.com IDE tool, Changesets & Eclipse for the Sandbox to production environments.

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

As a part of Administrative tasks, Created custom objects, custom Fields, Validation Rules and Formula Fields. Wrote scripts to load Forecast Data fromSalesforce.com.

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

Created Page Layouts to organize Fields, Custom Links, Related Lists and other components on Record Pages.

Implemented various advanced fields like Picklist Fields, Master-Detail Fields, Custom Formula Fields, and defined Field Dependencies for custom Picklist fields.

Implemented Case Assignment Rules to direct the case to appropriate groups such as Stories and PCS Central Support.

Wrote Case Escalation Rules to escalate cases depending on timeframe and difficulty of case issues.

Migrated data from Excel / CSV files to SFDC using Data Loader

Maintained data cleanliness and accuracy by adding custom validation rules and formulas

Implementing automated process to simulate daily scheduled jobs within the limitations of the system and hosted entirely on Salesforce.com in Production environment.

At a team level, playing a consultative role to help put in place the appropriate people, process, and tools and coaching members of the team as needed to optimize the efficiency of the project team.

Environment: Saleforce.com platform, Custom Objects, Custom Tabs, Email Services, Security Controls, HTML, Apex Language, Visual Force Pages, Data Loader, Workflow & Approvals, Reports,

Client: Sanofi, Hyderabad Mar 2015 - May 2017

Role: SFDC developer/Administrator

Responsibilities:

Involved in requirement gathering, project planning, data model design, and testing with the business and technical teams.

Configured Salesforce CRM supporting Sales, Marketing, and Technical Services by creating groups with separate custom profiles and custom page layouts.

Designed the solution by customizing various standard objects of Salesforce.com.

Implemented Salesforce Development Cycle covering Service Cloud, Call Center, Chatter & App-exchange applications.

Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports, and Dashboards

Designed and deployed the Custom objects, Custom tabs, Entity-Relationship data model, Validation rules, Workflow Rules, Auto-Response Rules, Page layouts, Components, and Visualforce Pages to suit the needs of the application.

Deployed Apex using Force.com IDE, Force.com Migration Tool, and Web Services API.

Created new custom objects, assigned fields, and designed page layouts, custom tabs, components, and custom reports.

Designed, and developed Apex Classes, Controller Classes, extensions, and Apex Triggers for various functional needs in the application.

Assist in resolution of escalated situations initiated by Salesforce Marketing Cloud, clients and partners.

Designed various Webpages in Visualforce for capturing various customer inquiries and implemented logic for migrating cases to different queues based on the type of customer inquiry.

Experienced in Sandbox Management (Like Refreshing Sandbox, Creating New Sandbox and Migrating code from one sandbox to the other) With Change set and good Proficiency in the deployments with ANT Migration tool and COPADO.

Developed SOQL and SOSL queries to get data from different related objects and used Force.com Explorer for SOQL testing.

Implemented the requirements on the Salesforce.com platform and Force.com IDE Plug-in.

Customized page layouts for Opportunities, Contacts, and Accounts depending on user roles and groups.

Used Data Loader to insert, update, and bulk import or export data from Salesforce.com subjects. Used it to read, extract and load data from comma-separated values (CSV) files.

Developed and configured various Reports and Report Folders for different user profiles based on the need of the organization.

Involved in data mapping and migration of data from legacy systems to Salesforce.com Objects and fields.

Involved in code and performance optimization.

Involved in daily stand-up meetings to discuss the issues/concerns about the tasks.

Understood the sharing model and Data flow of the system and gave a presentation to the team.

Involved in project planning, design, and testing with the business teams.

Environment: Salesforce.com platform, Apex Language, Visualforce Pages, Data Loader, Workflow & Approvals, Email Services, Reports, Dashboards, Service Cloud, Custom Objects, dCustom Tabs, Salesforce Sandbox, Windows.

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