Salesforce Consultant

• Jul 2022 - Present

Salesforce Business Analyst

• Apr 2021 - Aug 2021

Salesforce Consultant

• Jun 2019 - Mar 2020

• A key member of the leadership team that drives Salesforce competency’s key decisions • Facilitate business process reviews to identify client requirements and processes. • Managing end to end implementation for Salesforce platform • Translate client requirements into Salesforce design, applied Salesforce solution to meet business requirements and leveraging best practices, and minimizing the need for custom development. • Configure Salesforce Sales, Service Cloud, and Force.com solutions. • Implemented Classic to Lightning migration, Implemented Gmail connector to Salesforce. • Worked on implementing and enhancing Case Management (Email-to-Case & Web-to Case). • Creating New Dashboard and Reports for Business on an Ad hoc basis. • Facilitate system automation by creating new Flows, Process Builder, and workflows. • Creating and Updating Duplicate rules to maintain data quality. • Worked on Einstein Optimization • Involved in Training Documentation. Created system design documents and training documentation. • Manage Deployment process using Change set. Show less

Salesforce Consultant

• Aug 2018 - May 2019

• Analyze business requirements; constructing workflow charts and diagrams; understand system capabilities; and write specifications • Develop reporting and Salesforce solutions for specific user requirements • Improve systems through continual review of current practices; and recommend and implement modifications • Recommend controls by identifying gaps; and developing improved procedures • Define project requirements by identifying project milestones, phases, and elements; and maintain ongoing communication with stakeholders. • Monitor project progress by tracking activity; resolving issues; publishing progress reports; recommending actions and providing Salesforce Solution. • Maintain system protocols by writing and updating procedures • Create references for users by writing and maintaining user documentation and update salesforce ecosystem design documentation. Use case models, acceptance criteria, and completing stories assigned to me until deployment. Show less

Business System Analyst - Salesforce

• Apr 2017 - Jun 2018

• Create system documentation including functional requirements, business process requirements, technical design documents. • Create and maintain user documentation on processes, policies, application configuration and help related materials as applications are developed. • Provide level 2 support and solution design for Projects and Enhancements with medium and high complexity to ensure that deliverables are produced on time, within budgets and quality targets. • Provide support to Severity Level 2 and Level 1 support for Incident Management. • Work closely with the business stakeholders to capture, discuss and design new Salesforce.com enhancements and Salesforce solutions. Log, track and where possible resolve administrator related SFDC system problems • Assist developers with the development of technical documentation of existing and future applications. • Provide impact assessment on salesforce releases and provide new feature and functionality demo to system owners • Hands on experience on Service cloud with Avaya integration and Framework (CTI Integration with Salesforce), Case management, Community and knowledge articles as well as Marketing cloud with Pardot implementation. • Handled release management related to Salesforce systems for Human Resources at Manulife Show less

Business Analyst

• Apr 2013 - Apr 2017