Management Project

SUNITA SHRESTHA

****.***@*****.***

SUMMARY

Over 7 years of IT experience including 4 years in Salesforce CRM with an earned reputation for meeting demanding deadlines and delivering critical solutions on various levels of Business Analysis /Administration

• CRM – Salesforce.com – Configuration and Customization

• Extensive experience in customizing Salesforce.com Sales and Service cloud as per customer requirements. Further generating custom reports and realizing business workflows using the application.

• Expertise in maintaining the Functional areas of - Accounts, Contacts, Leads, Campaigns, Opportunities, Activities, Dashboards and Reports.

• Maintained multiple user roles, security, profiles, workflow rules, etc. and supported and trained new end users.

• Worked on all phases of SDLC, Agile , RUP, conducting, JAD sessions, maintaining Requirement Traceability Matrix.

• Worked with business users to analyze and BRD, SRS and FRS

• Excellent Business Requirements Analysis skills: including user interface diagrams, work flow diagrams, use cases, use case diagrams, user stories, business rules, data flow diagrams and business constraints.

• In depth understanding of AS-IS and TO-BE business processes and experience in converting these requirements in to technical specifications.

• Managed the requirements traceability matrix, test script writing and leading the user acceptance test process.

• Comprehensive knowledge Change Request Management, and Version Management processes.

• Experience on SFDC Chatter, Visual Force and Apex.

TECHNICAL SKILLS

Salesforce Skill Account Management, Contact Management, Content Management, Lead Management, Opportunity Management, contract Management, Case Management and Partner Relationship Management ,

Salesforce Appexchange Conga Merge ,Echo Sign,

Methodologies RUP, Agile, SCRUM and UML

Programming Languages: SQL, HTML

RDBMS MS-Access, Data Loader

Process Modeling Tool MS Visio, Pivotal tracker

Project Management MS-Office, MS Project, MS- Visio

EDUCATION

• MBA in Information Systems

• Bachelor in Computer Application

PROFESSIONAL CAREER TRACK

Client :Kelly Services-Troy MI Feb12-Present

Role:SFDC Business Analyst

Automation Alley Renewal Membership:

It is agile development project . Implementation of SFDC for Automation Alley for renewal process online and generated invoices used for internal record keeping and uploading invoice file to QuickBooks.

Responsibilities:

• Identified and gathered high level Business Requirements, interacted with Client and figured out

‘As-Is’ and ‘To-Be’ process in the system.

• Interacted with Business Users of different level and analyzed the requirements.

• Strongly involved in Scrum meeting and team meeting and providing updates to team on daily achievement and challenges.

• Collaborated with Project Manager for handling Sprint issue, Sprint retrospective and Backlog.

• Created process flow and other process flow diagrams which help Client to leverage their process Using MS-Visio.

• Created User Stories and Validated with Client and developers.

• Produce BRD and got Sign off from Client and shared in SharePoint.

• Implemented SFDC functionalities in different environments.

• Involved in Configuration and Customization in SFDC.

• Created custom objects and fields, Developed validation rules, workflow and approval process.

• Implemented pick lists, dependent pick lists, lookups, master-detail relationships, formula fields to custom objects.

• Created Test cases and Test Script for testing for traceability to requirements.

• Performed SIT testing, Performance Testing and UAT testing in different instances in SFDC.

• Generated report on daily basis of result of test cases.

• Created the training manual for providing training to end users.

Client: PRIMEDIA Inc - Atlanta, GA Aug 11 –Feb12

Role: SFDC Business Analyst/SFDC Admin

The initial implementation of SalesForce for Primedia AG Group replacing Oracle CRM. It’s a Agile Development with SCRUM, User Stories, Review Backlog, Sprint and Point Release.

Responsibilities:

• Gathered business requirement of AG sales process and identified critical functional modules for gap analysis.

• Involved in identifying the requirement from AG Concierge team with their Business review Checklist incorporating with Service module i.e Case management.

• Identifying currently existing business processes and come up with compatible processes in Salesforce.

• Worked and analyzed Lead management, Opportunity Management, contract generation, Activity management and other processes in detail.

• Configured and customized different account hierarchy and page layout for different territories.

• Created the User Stories in Pivotal tracker tool on the base of requirement.

• Created users, profiles and implemented Object and field level security to hide critical information on the profile users.

• Implementation experience using Custom Objects, Custom Fields, Custom Tabs, Record Types and list views.

• Created page layouts, mini page layout and search layouts to organize fields, custom links, related lists and other components on record detail pages and edit pages.

• Installed SFDC App exchange Conga-Merge and Echo sign for contract management.

• Created pick lists, dependent pick lists, and validation formulas to the custom objects.

• Configured different workflows rule, approval process, assignment rules and escalation rules for different object to fulfill the business process.

• Created and customize reports as per user requirements for Sales team and Concierge team

• Performed testing in different sandbox.

• Fixed the bugs that are put in the pivotal tracker tool by QA team after SIT testing.

• Assisted Post-Implementation Support team with handling cases.

Client: General Electric- Atlanta, GA Oct 10-Jun 11

Role: Salesforce.com Business Analyst

PRM Project:

GE PRM lifecycle involves: Appointment, Recommendation, Retention, DOA/Approval and Agreement process. With Partner portal, channel managers will be able to recruit and accept partners that meet their channel objectives and are able to track partner progress all in one system. This is a release-based project.

Responsibilities:

• Gather the requirements from Business team and capture in PMO tool.

• Held JAD session with Business team and Development team and SMEs to capture the business requirement specifications.

• Worked with Business Users to define the scope of the application, created details Mockup for clarification of the requirements.

• Assisted Business team to create mockups of partner profile page layout, lead page layout, lead sharing rule process flow and other process flow diagrams which help them to leverage their process.

• Documented on Lead management with lead assigning and escalating to partner and channel manager.

• Created different process maps, Use cases and process flow diagram using Visio.

• Provided detailed instructions to capture Account, contact, lead, profile, performance scorecard report for Channel partner vs. Channel manager in SFDC.

• Assisted Business team to differentiate the field-level security for Channel Partners vs. Channel Manager

• Assisted development team in providing validation rules and workflow to implement in SFDC.

• Handled CRs (Change request) cautiously and took necessary steps according to criticality.

• Interacted with SFDC Content Management team and Business team to figure out functionality of uploading agreement in SFDC content.

• Worked on data migration from Support Central database to SFDC for partner performance scorecard reporting.

• Created test scripts and test cases for traceability to Requirement.

• Performed SIT testing, Performance Testing and UAT testing in different instances in SFDC.

• Detected defects tracked and reported bugs.

• Provided training to end users and created the training manual.

Client: Cisco Systems, San Jose, CA Nov 09 - Aug 10

Role: Sales force Business Analyst

Quick Win Project:

Quick Win is monthly release-based project. It is a minor enhancement to an existing application to improve the productivity of field and address their immediate pain points. The goal of the Quick Wins Team is to provide a streamlined process to address the stakeholders’ enhancement requests made by different Theatre or territory.

Responsibilities:

• Responsible for analyzing, developing, testing and interacting with developers for testing monthly requests and giving training to end users.

• Added custom fields to Standard objects like Leads, Accounts, Contact, and Opportunities.

• Interacted with Business Users of different theatres and analyzed the requirements.

• Implemented SFDC functionalities in different environments.

• Configured different page layout and customized Field level security of fields and object for different account managers of different theatre.

• Implemented pick lists, dependent pick lists, lookups, master-detail relationships, validation rules and formula fields to custom objects.

• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on record pages.

• Used field level security along with page layouts to manage the visibility and accessibility of fields for different profiles.

• Created workflow tasks - time-based alerts and email alert notifications with approval process.

• Created various reports (matrix reports, pie charts, dashboards) and setup report folders.

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

• Documented CDD (Configuration Design Document) for Developers to implement in Production Environment.

• Created Commit Slides for each request before release for end users Training.

• Performed Unit testing in implementation.

• Reviewed the test cases created by QA team.

Role: Salesforce Business Analyst

Project: Virtual Concierge Project:

The main aim of this project is to provide enhancements that are required in SFDC for Virtual Concierge team.

Responsibilities:

• Identified and gathered high level Business Requirements, interacted with users, designers, developers and SMEs to get a better understanding of the Business Processes, and analyzed and optimized the process.

• Participated in various meetings and interacted with VC analysts, and developers to discuss Enhancement and Modification Request issues.

• Assisted PM for POC estimation and validation meetings.

• Based on BRD, discussed with SFDC SME’s if the requested functionalities are doable.

• Had several one on one meeting with SFDC SME’s, developer, architect to document issues, assumptions and complexity that might come-up for VC-SFDC integration

• Worked with Business User to define the scope of the application, created details Mockup of the various enhancements to be implemented in SFDC.

• Identified use Case from requirement, created Process flow diagram and activity diagram.

• Produced Requirements Traceability Matrices (RTMs) to support the application development.

• Created Functional specification document and updated the FSD reviewing with the SFDC team and VC team.

Client: Sonosite Inc., - Bothell, WA Mar 09 – Sept 09

Role: Salesforce Consultant

Responsibilities:

• Performed all tasks related to the day-to-day operations of a large implementation of salesforce.com including managing users, creating and maintaining Custom Objects and Custom Fields, setting up Role Hierarchy, creating & maintaining Page Layouts and Profiles.

• Worked with custom objects, setting approval processes, email alerts and other workflow rules providing solution to existing SFDC problems..

• Extracted and inserted large volumes of data using the Apex Data Loader.

• Created Dashboards of user engagements, usage of application, and key metrics to management.

• Used the sandbox for testing and migrated the code to deployment instance after testing.

Client: Centric Software CA Feb 08- Jan 09

Role: Sales force Consultant

Responsibilities:

• Documented and analyzed Lead generations, Campaign management, Activity management and Case Management processes in detail.

• Created automated workflows to capture leads via web using Web-to-Lead functionality of Salesforce.com.

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

• Documented and customized the Case Management with Escalation Rules, Workflow, Approval Process, Validation Rules and Reports, Dashboards.

• Created different Advanced Dashboards for the Sales and Marketing departments like the Pipeline Management, Marketing Campaign Management and Forecasting.

• Managed Setup, Configuration, Customization and Testing of salesforce.com as per Business requirements.

Client: ETrade – Alpharetta, GA Mar 07- Dec 07

Role: Salesforce Consultant

Responsibilities:

• Implemented automated escalation and alert notification and automated surveys to measure customer satisfaction

• Worked with Service Request status information and reports.

• Created and maintained support queues and case escalation rules, add new support products / resolution codes.

• Implemented real-time reports to measure success such as Current and historical case volumes, overview of current open items by Queue and Owner, measurement of response and resolution time.

• Worked with Communication Solutions such as Knowledge Base, Email Templates and Workflow Alerts and Notifications.

• Implemented Support Follow-up processes such as Surveys, Employee Satisfaction.

Client: Citizen Bank, Providence, RI May 06 - Feb 07

Role: Business Analyst

Citizen’s Bank is a personal/commercial bank tailored to meet the needs of companies operating in the local, national, or global marketplace. This project handles accounts and the services like deposit, withdraw, transfer, and balance. This project also includes adding additional set of security features to the system.

Responsibilities:

• Identified Use Cases from the requirements. Created UML Diagrams including Use Cases Diagrams, Activity Diagrams/State Chart Diagrams, Sequence Diagrams, Data Flow Diagrams (DFDs), ER Diagrams and Web Page Mock-Ups MS Visio and thus defining the Business Process Model and Data Process Model.

• Developed Project Status Metrics for weekly evaluation of Project Status and analyzed the impact of open issues and Change Requests on the Project Plan.

• Identified and documented Issues, Risks and Gaps and their descriptions and impact, and provided recommendations and alternatives. Analyzed the Gaps for Training purposes.

• Performed user acceptance testing, system testing, integration testing and build verification testing.

• Acted as a liaison with business executives to gather all relevant details about requirements.

• Provided training to the end users and gave presentations periodically to the management.

Client: First Brevard Corporation, Melbourne, FL July 05 - Apr 06

Role: Business Analyst

Responsibilities:

• Reviewed Business Requirement Documents and Technical Specifications for the Loss Mitigation application.

• Held JAD sessions to collect the business requirement specifications (BRS) and used Requisite Pro to maintain the requirements.

• Produced Requirements Traceability Matrices (RTMs) to support the application development.

• Used Visio to create business processes, Prototyping , business flow diagrams and work flow diagrams.

• Prepared Test Plan from the Business Requirements, detected defects, tracked and reported bugs, created automated reports by pulling data from other sources and compiling them in Excel.

Contact this candidate