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Customer Service Developer

Location:
United States
Posted:
August 17, 2012

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Resume:

Rama Saran

k3p86e@r.postjobfree.com

862-***-****

Summary

• Salesforce Implementation Consultant /Administrator/Developer/Business Analyst with more than 7 years of experience in IT Industry.

• Extensively exposed to creating objects, fields, Record Types, workflows, approval processes, Escalation rules, Assignment rules, validation rules, Email services, data migration activities, custom page layouts, custom fields and other standard functionality.

• Extensive experience in Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Processes.

• Experienced to maintain, enhance and create workflows and validation rules.

• Extensive knowledge about Sales force setup menu, Configuration, custom Application Development, Administration, Data Migration and Deployment of applications to Force.com platform.

• Experienced in managing the data, Forecasting, Campaign Management, Contacts, Leads, Opportunities, Quotes and Dashboards.

• Proficient in data migration and integration using tools like Cast-iron, Informatica on Demand, Data Loader, and Force.com migration Tool.

• Experienced in integration of Salesforce.com with external applications by using Web Services API, Metadata API, WSDL, SOAP, and IBM web sphere.

• Experienced in developing Visual force Pages, Visual force Custom Components, Custom Controllers, and Controller Extensions.

• Experienced with Apex development in creating Objects, Triggers, S-controls, standard Controllers, Custom Controllers and Controller Extensions.

• Experienced in using Force.com Eclipse IDE plug in to develop Apex classes and Triggers.

• Experienced with Apex Test Class for SFDC Testing.

• Extensive experience in design and development of applications using C#(.NET Framework), ASP.NET 3.5/3.0/2.0, HTML, XML, Web Services, Java Script.

• Database Design, Development experience with Microsoft SQL Server 2000/2005 and Oracle 9i/10g that includes developing SQL Queries, Stored Procedures, Views, User Defined Functions and Triggers.

• Processed maps, activity diagrams, business rules, vision, stakeholder requirements, (UML diagrams and Use Case specifications) using appropriate software such as, MS Visio, MS Word.

• Experienced in creating reports using Crystal Reports, Visio and other reporting tools from Sales force.

• Possess excellent communication, interpersonal and analytical skills along with can–do attitude. Excellent Presentation, time management & organization skills. Good team player and a fast learner by adapting to the conditions.

Technical Skills

CRM

Salesforce.com

SFDC Technologies Apex, Visual force, S-Control, Force Explorer 8.0, Apex Data Loader

Programming Languages

C#, C++, Java, JavaScript, SQL, Apex.

Web development

XML, HTML, CSS, Visual force.

Operating Systems

Windows 9X, XP, Vista, 7, and Linux.

IDE

Eclipse 3.4, RAD 6.x/7.0

Utilities

MS-Office Suite, MS Project 2005.

ETL Tools

Cast Iron, Informatica on Demand

Databases Oracle 9i/10g, DB2, MS-Access 2000, SQL Server 2000/2005.

PROFESSIONAL EXPERIENCE:

Tripwire Inc, Portland, Oregon May 2012-Till date

Sales force Administrator/Developer

Responsibilities:

• Setup Salesforce.com from the ground up for 200+ users.

• Developed several Apex Triggers, Classes and Apex API based – Java classes during the project lifecycle.

• Administrated and monitored the company’s Sales force CRM application.

• Created Roles, Profiles, Access Settings, Workflow Rules, Validations, creation and modification of fields and page layouts.

• Worked on Email to case Functionality.

• Worked on Sales force Customer Portal to provide an online support channel for Tripwire customers allowing them to resolve their inquiries without contacting a customer service representative.

• Created Triggers on three different frames Case Comments, Attachments, Email messages and integrated them into a single frame-Custom Related list where the content was chronologically ordered.

• Deployed solutions that support customer business processes and requirements using Sales force applications.

• Worked on APEX programming with Java Script in Eclipse IDE 3.4.

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

• Generated SOQL, SOSL Queries for maintenance of multiple objects.

• Build the organization’s role hierarchy by adding the Roles as per the organization structure and created custom profiles to satisfy the organization’s hierarchy.

• Designed custom components, used them in Visual Force pages along with AJAX for partial page refresh.

Environments: Salesforce.com, Eclipse IDE, Data Loader, Apex Explorer, Apex, Visual Force, SOQL

Computer Associates Inc, Islandia, NY

SalesForce.com Business Analyst/Developer Sep.2011-May 25 2012

Responsibilities:

• Setup and deployed Salesforce.com from the ground up for 200+ users.

• Developed automated workflows and approval processes for sales opportunities, quote discounts and lead routing.

• Developed training plan and material along with team members for end user training in South-eastern USA.

• Designed and developed multiple tiers of partners in the portal and regulated information access to different categories.

• Responsible for leading the customization of currency management within Salesforce.com.

• Developed custom inbound workflows using apex email handler interface to create opportunities and leads via inbound email.

• Planned and implemented the requirements gathering strategy.

• Developed several Apex Triggers, Classes and Apex API based – Java classes during the project lifecycle.

• Regression tested the migration strategy and migration plan steps along with other team members to achieve effective cut over.

• Involved in the upgrade of Siebel CRM Call Center from 6.2 to 8.0 and the migration of Clarify Clear Helpdesk and Clarify ClearSupport v10.1 SR1 to Siebel Call Center 8.0 and the setup and deployment of Salesforce.com CRM to 200+ users.

• Migrated 250 users to Siebel and trained them on the new functionalities and the ability to use a web based callcenter application vs. a class Clarify application.

• Migrated 18GB clarify database to Siebel 8.0.

Environment: Salesforce.com, Eclipse IDE, Data Loader, Apex Explorer, Apex, Visual Force, SOQL, Visual Studio, VB.NET, SQL SERVER 2005, SFDC, Visual Source Safe.

Segway – Bedford, NH Oct.’10- Jul. '11

Salesforce Admin/Developer/Business Analyst

Description:

This project mainly dealt with automation of the Activities (Tasks and Events), Opportunities, Accounts, Contacts, Leads and Price books entities. It also involved the configuration of complex role hierarchy and some enhancements in business logic, from time to time. Implementation of security schemes was also done to reflect the structure and needs of the company and to protect the data from unauthorized access from outside the company and to safeguard it from inappropriate usage by the users in the company.

Responsibilities as Admin:

• Created Roles, Profiles, Access Settings, Workflow Rules, Validations, creation and modification of fields and page layouts, upload of data.

• Worked extensively on Accounts, Contacts, Leads, Opportunities, Activities, other Standard Objects and Customized Objects for additional fields, Layouts, record types and validation rules.

• Responsible for setting up login restrictions and resetting the user passwords.

• Implemented public access settings for sites, restricted login hours, and restricted login IP ranges on profiles.

• Created Workflows and Approval processes and developed validation rules.

• Involved in creating, monitoring, and measuring campaigns with Salesforce CRM Marketing.

• Created marketing campaign using exact target, monitor their run and reporting.

• Involved in minor corrections and enhancements to SFDC application required by business users from time to time.

Responsibilities as Developer:

• Involved in system integration using Call Outs, Triggers and Outbound messaging.

• Worked on APEX programming with Java Script in Eclipse IDE 3.4.

• Resolved conflict issues in Eclipse IDE 3.4.

• Designed, and developed Apex classes, Apex Triggers for various functional needs in the application.

• Designed VisualForce pages with XML, HTML along with custom controllers and controller extensions.

• Designed custom components, used them in VisualForce pages along with AJAX for partial page refresh.

• Imported accounts and contacts data through Import Wizard.

• Worked on data migration from databases to SFDC using Data Loader.

• Used asynchronous Metadata API to manage setup and customization information.

Responsibilities as Business Analyst:

• Used asynchronous Metadata API to manage setup and customization information.

• Performed Requirement Analysis by gathering both Functional and Non-Functional Requirements based on interactions with the Business User team to collect the Business Requirements, Processes and the Data Requirements for CRM implementation.

• Involved in JAD sessions with Business, SME for Business Analysis, requirement understanding, Solution Designing, Data Modeling, SFDC setup, Configuration, Data Migration as well as conducting end-user training.

• Build the organization’s role hierarchy by adding the Roles as per the organization structure and created custom profiles to satisfy the organization’s hierarchy.

• Performing the Risk Analysis and Cost Assessment for the Project implementation.

• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.

• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.

• Created new custom objects, assigned fields, custom tabs, components, custom reports.

• Created custom Reports based on business need and associated them to Dashboard.

• Customizing Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.

Environments: Eclipse Force.com IDE 3.4, APEX Data loader, Force.com migration Tool, WINDOWS.

RAE Systems, San Jose, CA Aug'09 –Aug '10

Salesforce Developer/Admin

Description:

RAE Systems needed to customize their customer relationship management (CRM) system to track and manage information about its products and distributors. The company, which makes portable gas and radiation detection products for personal monitoring, urgently needed tools to support the delivery of efficient, reliable customer service.

Responsibilities as Admin:

• Administrated and monitored the company’s Salesforce CRM application.

• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals.

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

• Responsible for enabling network-based security and organization-wide list of trusted IP address.

• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.

• Created the workflows for automated lead routing, lead escalation and email alerts.

Responsibilities as Developer:

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

• Worked with Informatica On Demand, and Web Services API.

• Responsible for creating Apex Triggers, Visual force Pages with custom controllers.

• Developed Apex classes, Triggers, and S-controls.

• Developed Apex Before insert, Before update, and After insert, After update triggers.

• Involved in developing a mobile application in Flex builder to track the delivery of Gas and Radiation detection products.

• Generated SOQL, SOSL Queries for maintenance of multiple objects.

• Modified existing customizations using XML metadata files and responsible for migrating customization changes from sandbox to production.

• A well-performed CRM implementation to increase business efficiency and helps hit all strategic targets.

Environments:Eclipse Force.com IDE 3.4, APEX Data loader, WINDOWS, Crystal Reports.

Ansley Capital Group, Naperville, IL May'08 - July' 09

Salesforce Admin/Developer

Responsibilities as Admin:

• Coordinated with users to determine requirements and prepared design documents.

• Performed detailed analysis of technical and business requirements.

• Worked closely with business partners to realize the full capabilities of salesforce CRM.

• Created development and integration plans.

• Resolved customer complaints and offered suggestions for improvements and enhancements.

• Participated in the development of software user manual.

• Created Users, Roles, Profiles, Fields, Reports, Prioritize features based on needs.

• Provided record level and field level security.

• Configured Page layouts based on Users and Profiles.

• Responsible for Implementing Salesforce.com for the HelpDesk and Change Management Group.

• Created customized reports and Dashboards.

• Created Queues, Public Groups and Email Templates.

• Configured Sharing settings to specify the level of access the users have to each other’s data.

Responsibilities as Developer:

• Integrated Salesforce.com using cast iron to extend the functionality of the application.

• Developed custom controllers using Apex classes.

• Designed VisualForce pages to add more flexibility and a rich look.

• Worked with AJAX toolkit to develop S-Controls.

• Created Apex classes, triggers for Data Synchronization, Data Replication, Data Quality Assessment and Customizing services.

• Designed and developed Workflow Rules, Triggers, Validation Rules, Assignment Flow and other Customizations with Salesforce.com.

• Managed customizations programmatically using CRUD – Based Metadata development.

Environments :Salesforce, APEX, Visual force, Informatica on Demand, Ajax.

HD Supply, Orlando, FL Apr'07 – Mar'08

J2EE Developer

Description:

HD Supply Fleet Services department currently relies on two applications to conduct business operations in its Genpact (formerly GECIS) facilities in India, as well as in the Orlando office and between India and the USA.

Responsibilities:

• Develop the business logic using JDBC, JSP, Servlets and Struts Frame work.

• Implemented the business tier using Struts-Config, Action Classes, Action Forms, DAO’s and Value Objects.

• Configured Struts-Config for global forwards, error forwards and action forwards.

• Performed validations configuring the Validation xml file.

• Wrote applications like webservices client to consume webservice.

• Wrote EJB session beans to take care of the business transactions.

• Developed Enterprise Java Beans to implement business rules.

• Wrote SQL Queries required for programming.

• Designed and developed the web-based UI using JavaScript, HTML and DHTML.

• Used JDBC to connect and store and retrieve data from the DB server.

• Used Servlets to process all business logic and generate web pages.

• Wrote JavaScript code to validate user input in web pages

• Used CSS in HTML code to better manage look and feel of web pages

• Involved in unit, and integration testing.

Environments: Java, JDBC, Struts, EJB, JSP, Servlets, HTML, DHTML, XML, web sphere, Java script, Oracle, RAD 6.0, Ant.

Convergys Technologies, Hyderabad, India Oct’05-Dec’06

J2EE Developer

Description:

Convergys application atomizes different call center activities. It basically comprises of three independent modules namely, Assist line, Qcal and CTE and an admin module. The admin module is intended to be a common module that comprises of various admin activities like creating users, who can access the application, giving privileges.

Responsibilities:

• Experienced in designing and documenting the software specification, documentation and analysis.

• Designed and developed JSP pages, Servlets, EJBs.

• Validated client data using Struts Validation framework.

• Implemented Stateless Session EJBs.

• Adopted J2EE best practices using J2EE Design patterns.

• Developed the application utilizing Struts framework and MVC Architecture.

• Developed SQL queries and Procedures using SQL and PL/SQL.

• Designed and developed data access layer using DAO design pattern.

• Designed and developed connection components using JDBC.

• Worked on JUnit Test cases.

Environments: Java, J2EE, Stateless Session EJB, JSP, Servlets, Struts, XML, JMS, JUnit, Oracle 9i, UML, Rational Rose, JDBC, JNDI, SQL, Design Patterns.

Education:

• Bachelors in Technology :Computer Science

• Jawaharlal Nehru Technological University Hyderabad, India



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