ISLAM BALBAA-
PROFILE
SalesForce position in the area of Solution Architect, Consultant and
Management that allows career advancements, continuous development, and
optimum contribution and application of my knowledge, skills and expertise
EDUCATION
2008 - 2011: M.A.Sc. Technology Innovative Engineering Management
Carleton University, Ottawa, ON
• The program focuses on research in the synthesis between engineering
technology and management of engineering.
• Thesis “Software as a Service Offer Differentiation based on Suitability
for Particular Business Units”, Supervised by Professor M. Weiss,
Associate Professor
2001 - 2005: B.Eng Communications Engineering
Carleton University, Ottawa, ON
• Fourth year project “Computer Simulation of Radio Propagation
Channel Models”, Supervised by Professor D. Falconer, Ph.D.,
(M.I.T.), P.Eng.
CERTIFICATIONS
•
•
•
•
•
•
Salesforce.com certified Administrator - ADM 201
Salesforce.com certified Advanced Administrator – ADM 211
Salesforce.com App Builder
Salesforce.com Sales Cloud Consultant
Salesforce.com Service Cloud Consultant
ITIL Foundation certificate - IT service management
PROFESSIONAL EXPERIENCE
Public Sector
Innovative, Science and Economic Development (Government)
February 2021 – August- years and 6 months
Salesforce Application Architect
•
•
•
•
•
•
•
•
•
•
•
•
Working closely with Product Managers and Senior Business Analysts to ensure the
timely and effective delivery of Salesforce project.
Responsible for managing all aspects of Salesforce.com (SFDC) including data integrity,
user training, system support, system administration and management, as well as
customization and implementation of applications and/or 3rd party solutions.
Collaborating with stakeholders to build solutions in SFDC that support business
requirements and processes for continuous improvement.
Translate business requirements into well-architected solutions that best leverage the
Salesforce platform and products
Provide estimates of the level of effort to implement a solution based on business
requirements
Lead technical design sessions, designing and documenting technical solutions that are
aligned with the client’s business objectives
Provide guidance during evaluation of a business requirement and how it can be met with
either point-and-click configuration or code and customization
Lead the technical delivery of Salesforce implementations including Development of
custom solutions and integrations
Managing technical scope and client expectations
Providing hands-on expert level assistance to developers for technical issues
Designing and managing the execution of test plans and ensuring a quality solution is
delivered
Demonstrate technical thought leadership
Natural Resources Canada (Government)
September 2021 – May 2023
1 year 8 months
Salesforce Business Architect
•
•
•
•
•
•
•
•
•
•
•
•
Identify, develop and deliver reports and dashboards
Create and manage all Salesforce.com reporting and dashboard functions
Monitor Salesforce.com usage for compliance
Maintain security for Salesforce.com data
Interface with business analysts and technical staff and be responsible for delivering
complete work products
Implement App Exchange platforms
Responsible for documenting design, providing estimates, performing unit and systems
testing, and recording test results
Research integration issues and work closely with team members on operations and
development staff
Research and development of new Salesforce.com prototypes and applications
Document best practices and operational procedures
Research and keep current on force.com technologies and communicates trends and
future needs from a business perspective
Produce and improve overall documentation related to configuration and deployment of
applications
•
•
•
•
•
Perform maintenance and troubleshooting of applications
Monitor Help Desk ticketing system and e-mail for incoming tickets and updates to
existing tickets
Build client trust and respect, establish client relationships, and develop rapport with
client
Participate and engage in all team meetings
Facilitate continuous improvement within the environment
Indigenous and Northern Affairs Canada (Government)
February 2019 – March 2019
1 month
Senior Salesforce Architect
•
•
•
•
•
•
•
Implemented an information management system through SalesForce
Developed INAC information management policies and guidelines in SalesForce
Libraries
Developed INAC information management strategies and plans in SalesForce through
Claims cases
Performed INAC information management assessments, reviews and capacity checks
Analyzed data collection analysis and instrument development through SalesForce
reports and dashboards
Created records and document management systems design through SalesForce reports
and dashboards
Performed Function-based recordkeeping classifications through SalesForce objects and
automations
Private Sector
Fullscript
November 2019 – August 2021
1 year 10 months
Lead Salesforce Administrator
•
•
•
•
•
•
•
•
•
Managing Salesforce projects. Defining scope, schedule, resource requirements, meeting
facilitation, meeting minutes, follow up on action items and open issues throughout the
life-cycle of the project.
Detailing business requirements, defining use cases, user interfaces, salesforce flows, and
testing scenarios in collaboration with sales and marketing team members.
Auditing current state systems and architecting future state systems while producing
artifacts such as process flows, data flow diagrams, and sequence diagrams.
Building salesforce UI's, screens, flows, automation, processes, that drive meaningful
sales team results.
Provide clarity and consistency in reporting back to business managers on the status of
salesforce projects.
Serve as a primary point of contact for Salesforce and reporting-related questions.
Provide Salesforce support and training to new and current team members.
Review daily, weekly, monthly reports to review leads, opportunities, conversions.
Translating complex business requirements to technology (data, engineering, product)
teams.
Spirent Communications
June 2015 – October 2019
4 years 5 months
Senior Salesforce Consultant
•
•
•
•
•
•
Manage all Service, Sales, Marketing, CPQ and PSA users, data, and security
Maintain and customize Salesforce and Integrated Applications to support business
requirements
Design advanced reports, dashboards, objects, workflows and business process
automation
Create and maintain documentation regarding design and implementation of Salesforce
Suggest improvements and solutions to SalesForce to better meet the needs of the
business
Consult all departmental sales and service managers on SalesForce functionality, design
and process
Telus Corporation
May 2014 – May 2015
1 year 1 month
Senior Salesforce Administrator
•
•
•
•
•
•
•
•
Provide best practices on the use of Salesforce.com (SFDC)
Responsible for administration functions such as user management, profile configuration,
data management, report and dashboard development and technical system issues
Prime for resolving and testing complex technical defects and Enhancements
Work with various project teams to implement functionality into SFDC (via
configuration, workflows, validation rules, etc.)
Regularly perform database de-duping and cleanup procedures
Manage ongoing support requests and administrative needs of users through Cases in
SFDC
Develop reports, dashboards, and processes to continuously monitor data quality and
integrity
Develop training materials, and documentation for cross team knowledge
Innovapost
March 2012 – May 2014
2 years 3 months
Technical Consultant/Business Analyst
•
•
•
•
•
•
Manage support incidents and change requests through client/team meetings, as well as
develop database code fixes
Act as the Release and Process Manager between the client, management and developers
to plan release cycles from requirement analysis, documentation, development, testing to
deployment
Test lead involved in planning and monitoring of test tasks and activities, as well as
managing time estimates and resources
Identify and review defects and enhancements of our various applications, with the client
and developers
Execute and document product and regression test scripts
Document and plan scope, time estimates as well as risk assessments
Kinaxis Corporation
February 2009 – February 2012
3 years 1 month
Salesforce Technical Business Analyst
•
Service Cloud projects that includes requirements gathering and customizations of cases,
Escalations, KB Solutions, support flow, Emails, servers, integration with other systems,
licenses and reports
•
•
•
•
Sales Cloud projects that includes process design, analysis, customizations and
enhancements of opportunities, forecasts, quotas, products, integration with other
applications and reports
Marketing Projects that includes data maintenance, customizations and enhancements of
accounts, contacts, leads, integration with other
applications such as Eloqua and reports
Other departments projects such as Project management, training, Public
Relations and Contracts
Worked on Custom tabs, objects, fields, formulas, profiles, page layouts,
record types, validation rules, workflows, dashboards, chatter,
Visualforce, Apex and AppExchange
Montera Corporation
October 2005 – January 2009
3 years 4 months
Application Support Specialist
•
•
•
•
•
•
Resolved issues on behalf of customers, interfacing with other team members and the
customers IT organization
Diagnosed application code issues; designed and developed solutions
Liaise with customers IT organizations to move development through Quality Control
and implementation phases
Executed and documented test plans for Quality Management
Maintained customer and corporate websites using HTML, ASP.Net, JavaScript and
VBScript
Trained IBM sales representatives on the Onyx functionality and new employees on
various programs, and customer interactions
