Lalitha SFAdmin

Lalitha Dokku
Email: lalithadokku@yahoo.com
Phone: +1 571 435 7676
Professional Summary:
Around 6 years of IT Experience in all phases of Software Development Life Cycle (SDLC)
using Salesforce technology. Certified Salesforce Administrator and Developer skilled at
functional and technical specifications in Salesforce with configuration and customization
experience.
 Excelled in working with various salesforce.com standard objects like Accounts,

Contacts, Opportunities, Reports and Dashboards.
 Have good work experience on Salesforce Classic, Salesforce Lightning, and
Lightning App Builder.
 Worked on the designing of Custom Objects, Custom Tabs, custom fields, role-based
Page Layouts, design of Visual Force Pages, Reports, Dashboards and various other
components as per the client and application requirements.
 Experience with tools like Apex Data loader, Dataloader.Io, Workbench for
Force.com Data Migration.
 Developed & configured various Dashboards, Custom Reports & Report Folders in both
Lightning & Classic for different user profiles based on the need in the organization
 Designed custom Formula fields, Field dependencies, validation rules, workflow
rules and Approval processes for automated alerts, field updates and email generation
according to application requirements.
 Strong understanding of SDLC methodologies (Agile, Waterfall, SCRUM)
 Implemented Security and Sharing rules at object, field, and record level for different
users at different levels of organization. Also created various profiles and configured the
permissions based on the organizational hierarchy.
 Adept in sales analysis, marketing & customer support business processes used by
Salesforce.com customers & recommendations to customers for improving their
processes using Salesforce.com
 In depth knowledge in Salesforce.com Sales Cloud, Service Cloud.
 Knowledge and Experience with automation process tools like Process Builder and
Flows.
 Strong Spreadsheet skills – specifically with migrating data from Excel to SFDC (& other
data sources)
 Proficient in implementing business flows using the Declarative framework via
Workflow Rules & Approval Processes
 Expert negotiation skills with in depth knowledge of resolving customer issues & finding
the best suitable solution
 Experienced in coveo article and search configuration in service cloud
 Strong presentation skills & adept at handling client queries
 Dedicated to teamwork, follow-ups, problem solving & equipped with leadership skills to
step up according to the need of the hour
 Ability to analyze the client requirements & map the functional process with business
flow & real-time implementation
Technical Skills:
Salesforce Technologies : Sales Cloud, Classic Salesforce, Lightening.

Languages : Apex, Core Java
Salesforce Tools : Eclipse, Force.com IDE, Data Loader.
Operating System : Windows 7, Windows 8, Windows 10, MAC OS
Certifications:
 Salesforce Certified Administrator

 Salesforce Certified Platform Developer 1
Work Experience:
AIG, Houston, TX (Aug 2019 – Till Date)

Role: Salesforce Administrator/Production Support
 Responsible for working with the IT project management team to prioritize these changes
and define project scope.
 Assist and coordinate the data preparation as required for QA and UAT process.
 Maintain and customize Sales Cloud and Service Cloud applications
 Perform routine administration tasks related to development, deployment, configuration,
production support, sandboxes, sharing, security, and user management.
 Responsible for security, maintenance, and updates of all Salesforce environments.
 Proactively seek out and identify needed system changes.
 Proactively gather feedback from users.
 Manage system changes without interruption to the user.
 Communicate system changes to the users in advance so they understand the change and
how to use it prior to implementation.
 Worked closely with sales team and business analysts and performed detailed analysis of
business and functional/technical requirements and designed the solution by customizing
various standard objects of SalesForce.com.
 Worked with service team on live agent console, Entitle Management.
 Gather requirements from end users.
 Dealing with SSO, two-factor authentication, and certificate problems.
 Manage the change control process and “Change Management” Committee if
appropriate.
 Manage new releases of SFDC and efficiently roll out new features.
 Handle on-going customization/ alteration of Salesforce.com.
 Maintain, enhance and create workflows, functions and configurations within the
Salesforce.com environment.
 Provide support functions as needed.
 Experience in Service Console features & Case Management
 Managed and conducted a business process reengineering project concentrating on the
Activities tracking, Service Requests and Business Development and Customer Service
functions.
 Configured Role based Authorization on Object/Field Level.
 Providing ongoing salesforce.com maintenance and administration services including
periodic data cleansing, custom objects, workflow.
 Provided day-to-day end-user support for Salesforce and added applications, including
system configuration, complex formulas and system maintenance.
 Defined rules to ensure data quality meets the business needs; ensure data is clean and up
to date on a weekly basis.
 Performed administrator functions such as user management, profiles, roles, permissions,
rules, assignment rules, queues, licenses, capacity and storage management.
 Managed dashboards, reports, forms, templates, page layouts, workflows, validation
rules, create and maintains custom objects, object relationships, standard and custom
fields.
 Customized reporting and dashboards for various teams, provide reports and report
training.
 Created Autosys Jobs for Scheduling Unix jobs.
 Good Experience in Java Applications and Oracle Database Queries.
 Handled current with Salesforce releases and corresponding documentation and provided
new functionalities and solutions as needed and all installed packages releases.
 Established and implemented best practices; system maintenance, security,
improvements, data integrity, duplicates, backups, etc.
CVS Health, Pittsburgh, PA (July 2017 – June 2019)

Role: Salesforce Administrator
 Involved in Salesforce.com Application setup activities and customized the apps to match
the functional needs of the organization.
 Responsible for Salesforce customizing i.e., creating custom objects, custom tabs, Page
Layouts, Record Types, Validation Rules, Workflows and Approval Process.
 Created user profiles and configured the permissions based on the organizational
hierarchy requirements. Managed Record level security using sharing rules, role
hierarchy and OWD.
 Used Data Loader for insert, update, and bulk import or export of data from
Salesforce.com Objects.
 Good experience in debugging J2EE, JSP, database query issues.
 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, email alerts, field updates to implement
business logic.
 Used lightning Process Builder to create whole process in one place
 Trained users on the new functionalities. Managing ongoing support requests and
administrative needs of users.
 Good experience with content management systems for website support.
 Proficient in implementing business flows using the Declarative framework via
Workflow Rules & Approval Processes
Texas Education Agency, TX (June 2015 – June 2017)

Role: Salesforce Admin
 Created various types of reports (summary reports, matrix reports, Tabular Reports) and
applied filters as per business need as well created dashboards based on reports to
visualize the data.
 Imported and exported data using data loader, Salesforce Workbench and Import wizard.
 Experienced in implementing Web-to-Case, Email-to-Case to generate cases for Case
objects.
 Used Data Loader for CRUD operations.
 Preparing on HTML email templates, Visualforce templates.
 Understanding the complete Software Development Life Cycle.
 Involved in requirements gathering.
 Maintained and customized Salesforce.com scopes such as Users, Roles, Profiles,
Groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and
page layout customization to support vital business functions.
 Customized page layouts, search layouts to organize fields, custom links, related lists,
and other components on record pages.
 Customized Salesforce.com fields, page layouts, record types, list views, queues.
 Customized cases and knowledge to be more intuitive, setup case management solution
from Case creation to closure including case assignment, case escalation, case
resolution and case disposition.
 Designed and deployed Validation rules, Approval Processes and Auto-Response
Rules for automating Business logic.
 Involved in loading data using Apex Data Loader and dataloader.Io.
 Created HTML email templates, Visualforce templates.
Education:
Bachelors in Computer Science, St. Theresas college.

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Lalitha Dokku

 Excelled in working with various salesforce.com standard objects like Accounts,

Salesforce Technologies : Sales Cloud, Classic Salesforce, Lightening.

 Salesforce Certified Administrator

AIG, Houston, TX (Aug 2019 – Till Date)

CVS Health, Pittsburgh, PA (July 2017 – June 2019)

Texas Education Agency, TX (June 2015 – June 2017)

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