• Supported 1000+ internal users and 5000+ community users and played a key role in Salesforce onboarding.• Increased efficiency by 15% by building and understanding of business needs while working with developers to aid in restructuring the tools to improve user experience.• Managed and completed more than 100 Service Now tickets in Salesforce which drive the business. Tickets include user setup, Enhancement requests, and changesets.• Involved as a part of the Production Release team, in migrating new functionality to Production and administered all aspects of user configuration.• Developed, mentored, and trained Sales users to understand the quote-to-cash process and hence allowing them to quote efficiently and close deals faster.• Perform all administration functions such as security, user management, profiles, roles, permissions, workflow rules, assignment rules, etc.

Worked in multi-functional environment holding multiple roles as Salesforce Business Analyst / Administrator in the Project. • Met with Business stakeholders for detailed requirements gathering and conducted interviews, meetings to collect functional and nonfunctional requirements relating to client’s Salesforce CRM platform enhancement and initiatives.• Designed and developed Project Scope Document, Project Plans, Project analysis and Project Deliverables, Business Requirements Document. • Prepared As-Is and To-Be scenarios for various applications and documented them for future references. • Worked with Salesforce team on regular basis to discuss and document various Business needs, requirements, development of the application and to discuss and resolve any issues, changes or problems during various phases of SDLC.• Setup and edit various profiles and roles, to grant access rights, generate reports, and accommodate various user requests for field updates, dashboards, reports, etc. • Modified fields and record types in various standard and custom objects like Accounts, Contact, Campaign, and Lead; along with building custom objects to implement internal business purposes. • Created Email Templates for internal use, external use for inbound and outbound emails using Visual force, HTML with Visual Force and other formats as per the internal requirements.• Designed and developed Validation Rules, custom Page Layouts, and fields necessary for supporting the application with automatic reminder settings.• Modified existing Workflow Time Triggers for better customer service enhancements and follow up emails with the customers. • Designed and developed test scenarios to be used during product testing and User Acceptance testing with test plans, test cases, test data and also conducted UAT end-user training by creating training manuals.