1. To become a successful professional in the field of Information Technology and to work in an
innovative and competitive world which will help me to explore myself fully and realize my
potential. Willing to work as a key player in challenging & creative environment.
I am also confident of my ability to work in a team.
Professional Summary
• Over 3 plus years of experience in various roles including (Salesforce Administrator and
Business Consultant).
• Well versed in analyzing CRM business processes that includes Case management, Lead
Management, Role Hierarchy, Territory Management, Q2O, Q2C, merging management in a
multi-tier environment.
• Strong business knowledge in Salesforce automation, Opportunity management, lead
management and customer portal functionalities.
• Extensive exposure to Smoke testing, Business Acceptance testing (BAT) , End-to-End testing,
System testing, Regression testing and User Acceptance testing (UAT).
• Extensive experience in Saleforce.com configuration, Customization, Administration, Data
Migration & Mapping.
• Extensive experience in creating Roles, Profiles, Page Layouts, Record Type, and Assignment
rule, Workflow Alerts and Actions, Reports, Dashboards, and Approval Process.
• Hands on experience in conducting Joint Application Development (JAD) sessions with End-
users, SMEs, Developers, QAs and other stakeholders for project meetings, walkthroughs and
customer interviews.
• Participated in each phase of one full SFDC lifecycle implementation, provided end-user
training and post go-live support.
• Experience in data migration from Legacy Systems using Data Loader
Work Experience
Process Specialist
INFOSYS BPO LTD (JANUARY 2012 to Present)
Job Role: Sn. Salesforce Administrator
Responsibilities:
• Administrated and monitored the company's Salesforce CRM application.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level
and Field-Level security and configured their sharing settings.
• Involved in creating gap analysis document, clearly identifying the data, business process and
SIVARASU SAKTHIVEL
Sisakthi46@gmail.com
9886229535

2. work flows of the organization with respect to salesforce.com implementation.
• Customizing salesforce.com application based on the business needs. .
• Maintained and gave permissions to communication templates based on Profiles.
• Involved in Queue creation, maintaining Public Groups.
• Created Reports and Dashboards as per the business requirements.
• Worked on Record Types, Validation Rules, Assignment rules and Page Layouts.
• Worked with client managers to analyze of each product and its competitor, to integrate new
product, and optimize existing products.
• Imported accounts and contacts data through Import Wizard.
• 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.
• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates
and Outbound Messages to manage the Workflow & Approvals.
• Created the workflows for automated case escalation and email alerts.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads,
Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Created new custom objects, 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.
➢ Specialized In:
• Validation rule
• Workflow rule
• Email Templates
• Standard and Custom Objects
• Data Management
➢ Service Management:
• Solving users queries with the help of Salesforce.com knowledge Articles and User system.
• Taking follow- up of all the Unresolved/pending issues from user and assigned team.
• Escalating issues to Department Heads.
• Reporting to Client regarding High Importance issues.
CRM Business Analyst
Infosys BPO Ltd
From to
Responsibilities:
• Test Strategy design, Requirement Traceability Matrix design, Test Case design, Test Case

3. review and Test Case execution for portal adoption .
• Test case management and execution.
• Regular test plan updating during the test cycle.
• Involved in new feature Functionality Testing and Regression Testing for the several features
of Customer Service Central.
• Interacted with various business team members to gather and documented the requirements.
Implemented the requirements on Salesforce.com platform and Force.com IDE Plug-in using
Eclipse.
• Works with client managers and management on effective use of Salesforce.com to identify
opportunities, needs and gaps.
• Created Business Requirement Document (BRD) for the requirement gathering for the future
enhancement.
• Hands on experience on the QC tool for the purpose of UAT testing.
• Worked closely with business partners to realize the full capabilities of Salesforce.com CRM.
• Involved in gathering customer requirements from business user teams spread over the
Customer service.
Education
 BSC in Computer Science
 Bharathiyar University
 Year: 2011
Skills
Force.com certified Salesforce Developer
Additional Information :
TECHNICAL SKILLS
Database Management: SQL Server.
Operating System: Windows XP. Windows 7, Linux
Server Operating System: Windows Server 2003
Concepts: Software Testing.
Other Tools: Excel, PowerPoint, photo shop.