Mahmudul 

Hasan
Green Card, C2C Only
[email protected] | 785-710-7212

Professional Summary
 Over 8 years of IT experience, expertise in Salesforce Administrator. Salesforce.com BA, Administration and Functional Business Analysis.
 Remarkable experience in product life cycle management, excellent configuration skills, familiarity with administration and security controls, and
amazing ability to aid technical team members, developers and support teams, outstanding troubleshoot workflow issues and superior communication
skills.
 Worked with Apex Data Loader tool to migrate the data from other data base.
 Worked Salesforce.com Customization, Creation and maintenance of Record types, Page Layouts, Objects, Tabs and Fields.
 Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
 Experience with Salesforce.com Reports, Dashboards, Forecasts, Workflows.
 Extensive experience working on custom objects, custom fields, pick list, role-based page layouts, Workflow Alerts and Actions, and Approval Workflow,
Validation Rules, Approval Processes, Custom Tabs, Custom reports, Report folders, Report extractions to various formats, Snapshots, Dashboards, and
Email generation according to application requirements. Extensive Knowledge in building Custom Applications that includes administration,
configuration, implementation and support experience with Salesforce.com platform.
 Possess Comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case
Management and Call Center.
 Analyzing bugs, interacting with team members in fixing errors and UAT and also assisted in Post–Production support.
 Acted as a liaison between experts and the client to ensure standards were met, while tracking all project requirements and maintaining appropriate
documentation.
 Gathered information from various sources and evaluate them according to the client\'s needs.
 Excellent communication and inter-personal skills, accustomed to working in both large and small team environments.
 Extensive experience in salesforce.com implementation cycle in Sales, Marketing, Service and Support modules.
 Strong Salesforce ecosystem knowledge and integration components (APIs, Apex controllers, Apex Web Services, data loaders, etc.) including performing
multiple complex data migrations and integrations to Salesforce Actino Grid, developing macro's, creating widgets, customizing console components and
using Flow.
 Extensive experience in application design, customization, development, support on Salesforce.com, Force.com platform and Web based application using
Apex.
 Dealt with the EDI transaction-835 claims payments and remittance advice, which deals the payment from payer to provider.
 Experience in SFDC Development in implementing Apex Classes, Controllers & Triggers and Visual Force.
 Experience in SFDC Integration using Web Service and Apex Programming, Sales force.
 Strong knowledge about Sales cloud, Service cloud, Market configuration and customization and good understanding with Client/Server architecture,
Object-Oriented design techniques and web application design.
 Experience in defining the capabilities of the final product or service using Functional and Non-Functional Requirements.
 Created Functional Requirements Document (FRD) which consists of Functional Requirements, Logical Model and System Context Diagram.
 Executed technical requirements for a Salesforce Implementation and Lightning UI rollout.
 Experienced in migrating from proprietary legacy system to SFDC and setting up Lighting UI.
 Executing solution design activities such as data mapping object modeling, page layout design and rule logic definitions as well as Developed and
contributed to data migration and/or systems integrations strategy and developed data mappings.
 Worked on Static Resources which allow you to upload content that you can reference in a Visualforce page, including archives (such as .zip and .jar
files), images, style sheets, JavaScript, and other files.

Professional Experience

UMB Bank, Kansas City, MO  Mar 2022 - Present

Salesforce Admin
Responsibilities:
 Developed the Custom objects, Validation Rules, Formula Fields, Page layouts, Components, Custom Buttons and Links.
 Created Custom Objects and defined Lookup and Master-Detail relationships on the objects and created Junction objects to establish many-to-many
relationship among objects.
 Worked on various Salesforce.com Standard Objects like Campaigns, Leads, Accounts, Contacts, Opportunity, Forecast, Cases, Reports and Dashboards.
 Implemented Web-to-Case, Email-to-Case to track Cases from the website.
 Created different Workflow Rules and Approvals for various campaign processes.
 Worked into Healthcare claims process, EDI transactions, EMR (Electronic Medical Records), DSM (Direct Source Messaging) HIPAA (Health Insurance
Portability Accountability Act), EOB, ANSI 837.
 Maintained data cleanliness and accuracy by adding Custom Validation Rules and Triggers.
 Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.
 Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
 Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
 Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes
 Preparation of design documents of various applications based on the gathered requirements.
 Administer salesforce.com automation setup, which involves, modifying roles and profiles, creating/modifying dashboards/reports and managing users.
 Used Informatica Power Exchange for integrating the SFDC with legacy system.
 Performed tasks for data migration like Data mapping and Data loading.
 Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.
 Processed the Test Cases and Involved in Testing Life Cycle
 Involved in requirement gathering from users.
 Design Requirement documents and functional document for the development team.
 Set up Marketing Campaigns, Campaign Hierarchies, lead Queries, Assignment rules, Web-to-Lead and Auto-Response rules.
 Configured Campaign Management, Campaign Influence and Lead Conversion.
 Configured the Case Management Process.
 Implemented Classes and Interfaces.
  Created various Reports (summary reports, matrix reports, pie charts, dashboards and graphics) and Report folders to assist managers to better utilize
Salesforce as a sales tool and configured various reports for different user profiles based on the needs of the organization.
 Created Many-to-Many relationships and created Junction objects to implement Roll-up Summary fields to aggregate data from child records on the
parent.
 Implemented SFDC Sales Cloud, Service Cloud, Web Services, Created Group, Deal Rooms provisioning and marketing teams.
 Accustomed Pick lists, Dependent Pick lists, and Record Types to enforce data quality.
 Designed Validation Rules along with Roll-Up Summary Fields to maintain data quantity and data consistency.
 Implemented relationship fields for proper data loading.

Autotrader - Atlanta, GA Sep 2019 – Feb 2022

Salesforce Admin
Responsibilities:
 Worked with the user group for requirement gathering throughout the planning and implementation.
 Created new User Accounts and assigned Profiles as per their role in role hierarchy.
 Customized Page layouts for Standard/Custom objects and assigned Record Types.
 Performs day to day administrative tasks and addressing production support issues (unlocking / re-setting passwords, modifying data, and creating ad hoc
reports)
 Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects
 Worked with various Salesforce .com Standard objects like Accounts, Contacts, Leads, Opportunities, Products, Price book, Cases, Entitlement, Reports,
and Dashboards
 Created custom report types and generated report using the report types.
 Good experience in Salesforce.com Configuration of roles, profiles, user accounts
 Collaboration with Delphi for all the production issues.
 Created app using lightning app builder and worked on VF pages to support tabs and style changes.
 Involved in browser and mobile specific changes.
 Responsible for the full HIPAA compliance lifecycle from gap analysis, mapping, implementation, and testing for Medicaid Claims.
 Strong interest in and demonstrated knowledge of various mobile devices and operating systems.
 Experience testing applications as users configured with different profile permissions.
 Understanding of concepts and methods in client / server interactions
 Worked on Salesforce Sales Cloud and Service Cloud.
 Worked with Sales Rep, Executives and Business unit by addressing their related issues on Salesforce queries.
 Integrated with various applications including ERP, Salesforce for Outlook and Map Anything.
 Experienced in leading / project managing specific pieces of work and deliverable.
 Created Salesforce Account for new Users and assign permission set on their profiles
 Provides training to department employees on the use of the company website and all related systems and processes
 Created Data Validation rules and Formulas as per business requirement.
 Created Workflow Rules to automate Tasks, Email Alerts, Field Updates, time-dependent actions and Outbound API Messages.

Spotify, New York, NY Feb 2017 – May 2019

Salesforce Administrator / BA
Responsibilities:
 Identify and document AS-IS and TO-BE business process models during the Inception phase.
 Conduct requirements elaboration sessions in salesforce CRM platform to review and validate business requirements.
 Manage all Business Objectives, Requirements, and Specifications Requirements in SFDC.
 Draft Use Cases for review by Business, Development, and QA teams to include process steps, alternate flows, acceptance criteria, objectives, and
screen/report mock ups.
 Perform and guide BSA testing for SFDC Workflow.
 Administered Salesforce CRM applications for Sales, Marketing and Support Departments.
 Developed questionnaires for stakeholders, definition of the Use Cases and requirements along with control flows and user interface mock-ups in Visual
Basic.
 Designed GUI and Navigation flows for the generic viewer facing the end user using MS power point, Visio.
 Perform and guide BSA testing for Salesforce application in marketing cloud.
 Worked on Record Types, Validation Rules, Triggers and Page Layouts.
 Develop and execute Test Scenarios, Test Scripts, test data documents based on Requirements and Design documents mostly in agile environment.
 Collaborated in Designing, developing, and deploying Apex Classes, Controller Classes, and Apex Triggers for email services and lead-to-contract
conversion.
 Performed administrative activities on Sales, Service cloud by creating User, Roles, Profiles, Workflow rules and Approval process.
 Implemented Sales cloud and service cloud to improve customer retention and service delivery process improvement.
 Collaborate with QA and Development teams for requirements clarifications.
 Closely Work with the Development Team to understand the Technical Architecture and Technical requirements of healthcare Claims Workstation.
 Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, OOD (Object oriented Design) using UML and Visio.
 Managed and implemented customization requests by CRM Manager.
 Worked on Agile and Scrum Methodology for Salesforce custom app implementation.
 Designed and developed custom Visualforce pages and complex apex controllers to create, Commission and Sales Enablement widgets as per the
requirement.
 Evaluated Business Development representative team needs while conveying the value of Sales Cloud. Conducted Analysis and design of the
Salesforce.com.
 Created APEX triggers, classes, test methods and visual force pages to implement custom functionality.
 Implemented search, filtering, and tagging features on page layouts to make it easier for sales to locate relevant marketing content and documents in
SalesForce.com CRM Content.
 Worked on integration of two instances using Apex REST API call-outs and parsed JSON responses provided by third-party systems connected via REST
inside Apex classes.
  Provide weekly Demo's with the client & record changes, track with detailed meeting minutes and acceptance.
 Analyzed and imported thousands of account and contact records using Data Loader.
 As needed, facilitate daily SCRUM stand up meetings.

SquareInformatix Ltd, Bangladesh (Offshore) April 2014 – Dec 2016

Salesforce Administrator / BA
Responsibilities:
 Administered Salesforce CRM applications for Service, Marketing and Support Departments. Involved in creating multiple analytical reports, with
varying degree of complexity.
 Understand the Requirements and Functionality of the application from specifications.
 Mastered the ability to design and deploy rich Graphic visualizations with Drill Down and Drop-down menu option and Parameters using Tableau.
 Maintained Service Cloud with Email, Chat, Live Agents, reporting various functionalities on total Service cloud platform.
 Worked closely with Business users. Merging the Salesforce data, Interacted with ETL developers, Project Managers, and members of the QA teams.
 Created custom Reports based on business need and associated them to Dashboard.
 Worked on Tableau reports implementing the Salesforce data analytics.
 Responsible for Implementing Salesforce.com for the Helpdesk and Change Management Group.
 Created customized reports and Dashboards.
 Liaison between business units and technology teams for Salesforce Admin projects
 Created Queues, Public Groups and Email Templates.
 Worked on various visualizations for better dashboards and data facilitation reports for Director.
 Developing many reports monthly, weekly, daily according to the data source functionalities.
 Hands on building Groups, hierarchies, sets to create detail level summary reports and Dashboards.
 Strong Dashboard design experience and passionate practitioner of effective data visualization.
 Provided Production support to Tableau users and Wrote Custom SQL to support business requirements.
 Utilized Tableau server to publish and share the reports with the business users.
 Distributed Tableau reports using techniques like Packaged Workbooks, PDF to different user community.
 Worked on various data sources merging (SQL, Salesforce, Oracle, and Excel) and building the better visualizations using the story board.
 Simultaneously worked on Salesforce reporting, Admin tasks, dashboard maintenance, generating new ideas to implement the data reports in better way.
 Worked completely on Service cloud, managing with Email, Chat, Omni-Channel, Live Agent, mainly with Cases.
 Responsible for the duties in Service Cloud CRM also, having customer cases and replying in the live chat box.

Education
 Masters from Wilmington University, Wilmington, Delaware
 Bachelor’s from Mawlana Bhashani Science and Technology University, Bangladesh