Customer Service Sales

MATHANGI SHANKARRAMAN

Contact: 408-***-****

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

Location: Sunnyvale, CA

Summary

Over 6 and half years of IT experience with 4 years of experience in Salesforce.com Administration, configuration, development and testing.

Hands on experience implementing CRM Call Center and Sales Force Automation applications.

Built Change Sets, test cases and migrate changes to different environments.

Managed Development, Configuration and Full Sandbox environment and the release process.

Extensive experience in developing Apex Classes, Triggers, Visual force pages, writing Workflows, Integration, Force.com API.

Experienced in analyzing business requirements, Entity Relationship diagram and implementing them to Salesforce custom objects, Junction objects, master-detail relationships, lookup relationships.

Experienced in Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Workflow.

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

Worked extensively on various salesforce.com standard objects like Accounts, Contacts, opportunities, Products, Price books, Cases, Leads, Campaigns, Reports and Dashboards.

Experienced with integration of AppExchange application.

Good experience in working on Eclipse IDE with Force.com Plug-in for writing business logic in Apex programming language.

Strong Knowledge in Salesforce Customization, Workflow Approvals, Data Validation, Sales, Marketing, Customer Service and Support Administration.

Worked closely with Business Users to enable business process using SFDC.

Administer Salesforce.com SFA setup, which involves, modifying roles and profiles, creating/modifying dashboards/reports and managing users.

Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Page Layouts, Record Types, Email alerts, Reports, Dashboards and Tasks .

Implemented security and sharing rules at object, field, and record level for different users at different levels of organization. Also created various profiles and configured permissions based on organizational hierarchy.

Experience in creating complex workflow rules, Approval processes, Validation Rules Cross Object Formula fields and Look Up filters.

Ability to independently perform implementation, documentation, testing and updating as it relates to the SalesForce.com business requirements.

Ability to effectively communicate technical issues and resolve problems at all levels of the organization both internally and externally.

Cisco Certified Network Associate, CCNA

Attention to detail and complex problem solving abilities.

Excellent technical, written and verbal skills.

Education

Masters in Software Engineering, Bharathiyar University, India, 2005

Technical Skills:

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

Salesforce Tools Eclipse, Force.com Eclipse IDE Plug-in, Force.com Explorer, Force.com Data Loader, Excel Connector, Force.com Platform (Sandbox and Production).

Languages Apex, C, Core Java, Java Script, UML, HTML, XHTML, DHTML, SQL, XML.

Operating Systems Windows NT / 2000 / XP Pro / Vista, Windows Server 2000 / 2003 / 2008.

Documentation Tools MS Office, MS Visio Pro

Networking TCP/ IP, Network Architecture

Professional Experience

HOTWIRE.COM, San Francisco, CA Mar 2011 to Mar 2012

Role: Salesforce Developer

Hotwire.com is a one of the leading travel site in USA. It needs a CRM to manage a wealth of data on its partners. And also it requires cost-effective solution.

Responsibilities:

Create and Customize Custom Objects, Formula Fields, Cross Object Formulas, Roll up summary fields, validation rules, dependent picklists, and complex page layouts.

Create complex workflows and Approval processes.

Implemented Data segregation through Record Types and Field level security.

Developed and maintained validation rules and custom workflow.

Used eclipse Force.com toolkit for creating Apex Classes and Apex Triggers to develop custom logic and objects.

Created S-Controls to meet new business requirements.

Audited, uncovered and resolved data integrity issues with legacy systems.

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

Developed and maintained custom reports.

Batch reassignment of accounts and opportunities based on organizational changes.

Prepared training materials for business use.

Environment: Saleforce.com platform, Apex Script, Controllers, Saledforce.com Data Loader, Workflow & Approvals, Custom Objects, Custom Tabs, S-Controls, Email Services, Security Controls, Page Layouts, HTML, Java Script, Web Services, WSDL, Sandbox, Reports, Eclipse IDE Plug-in, Windows XP.

Home Depot, Atlanta, GA July-2010 – Feb 2011

Role: Salesforce Developer

Designed and developed a custom application by providing a real time reliable and evolving interface to track field sales activities for more than 10,000 accounts and also integrate the customer information and archive their communication into MS SQL Server DB and Microsoft Outlook using Outlook Sync

Responsibilities:

Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.

Implemented the requirements on Salesforce.com platform using Eclipse.

Worked with various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, and Campaigns etc

Developed various Custom Objects, Tabs, Components and Visual Force Pages and Controllers.

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

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

Developed and deployed workflows and approval processes for opportunities and products / assets management.

Created and used Email templates in HTML and Visual force.

Performed tasks for data migration like Data mapping and Data loading.

Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic.

Performed the roles of Salesforce.com Analyst/ Developer and Administrator in the organization.

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

Citirix Systems, Richmond, VA Aug 2009 - June 2010

Role: Sales Force Admin & Developer

Citirix is a Desktop virtualization, application virtualization, server virtualization, application networking, cloud computing and Software as a Servicing offering that radically simplified computing for millions of users, delivering applications as on on-demand service to any user, in any location on any device.

Responsibilities:

Create and Customize Custom Objects, Formula Fields, Cross Object Formulas, Roll up summary fields, validation rules, dependent picklists, and complex page layouts.

Create complex workflows and Approval processes.

Implemented Data segregation through Record Types and Field level security.

Developed and maintained validation rules and custom workflow.

Used eclipse Force.com toolkit for creating Apex Classes and Apex Triggers to develop custom logic and objects.

Created S-Controls to meet new business requirements.

Audited, uncovered and resolved data integrity issues with legacy systems.

Complete bulk imports of data using Apex DataLoader.

Developed and maintained custom reports.

Batch reassignment of accounts and opportunities based on organizational changes.

Prepared training materials for business use.

Environment: Saleforce.com platform, Apex Language, Visual Force Pages, Data Loader, HTML, Java Script, S-Controls, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in, Windows XP.

Siltek Corporation - Londonberry, NH Jul 2008 – Jul 2009

Role: Salesforce Administrator

Implementation of salesforce call center application and enhancing the functionality.

Responsibilities

Involved in Salesforce.com Application Setup activities and customized the apps to match functional needs.

Maintained Users, Profiles and Roles. Created new user accounts and configure salesforce.com to fit security needs of the user and org-wide defaults.

Created custom fields and adding help text to standard and custom fields. Customized of page layouts, assignment based on profiles/record types. Added custom links, buttons to Page layouts.

Created validation rules on Case objects. Set up Support process for different record types on Cases.

Created escalation rules, assignment rules as per business requirement.

Creation of Auto Response rules to provide acknowledgement on case creation.

Web-to-case functionality implemented on customer portal.

Customized reports to track different stages of cases.

Creation of queue’s to monitor and clear up cases based on SLA

Designed, and deployed Custom objects, Entity-Relationship data model, validation rules, Page layouts, Custom tabs and Component to suit application needs.

Data migration and updates through the Apex Loader

Prepared revenue and revenue schedules to support weekly, monthly & yearly reviews

Involved in user testing of developed components

Built Change sets for migrating development to other environments.

Also, used Force.com IDE Eclipse for migrating of the development projects from one sandbox to another.

Environment: Saleforce.com platform, Change Set, Eclipse, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Apex Loader

Xansa, India Sep 2005-July 2007

Role: Network Administrator

Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including Desktop, Laptop, WAN, LAN, and remote systems.

Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.

Performed diagnostic testing on PC equipment and ensured printers were up and running at all times.

Identified and removed computer viruses and provided major repairs in accordance with outside vendors.

Monitored and troubleshot LAN installed and configured routers and switches.

Resolved Windows related issues, Internet Explorer issues and other PC software related issues.

Produced backup software for distribution and maintenance all computers and peripherals.

Troubleshot hardware system board issues on Compaq and Hewlett Packard Laptops.

Provided technical support to clients via telephone.

Provided technical support and solutions for Network problems.

Managed servers, switches, and routers

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