SUMMARY:

• Experience in analysis of system requirements, functional requirements, and design.
• Knowledge and experience in the Software Development Life Cycle (SDLC).
• Experience in being the bridge between technology and business.
• Well versed in the Waterfall Methodology, and Agile Methodology.
• Experience in working with applications such as MS SQL Server, HP Quick Test Professional, HP Quality Center, and Test Director.
• Experience in conduction of peer - review meetings.
• Solid experience in developing, reviewing and executing Test Plans, Test Scenarios, and Test Cases.
• Well versed in creating and maintaining Requirements Traceability Matrix (RTM).
• Experience in performing various types of testing, such as black box, white box, regression, etc.
• Experience in writing documents for all Business Analyst related SDLC phases.
• Ability to work independently or in a team environment.
• Support XP/Vista/Win7.
• Strong communication skills.
• Work well during deadlines and high stress situations.
• Proficient in Customer Service with SLA.
• PC Build and Repair.
• Service MS Office Suite.
• WinServer 2000, 2003, 2008.
• Multiple Network Topologies.
• Provide assistance with local/long distance network troubleshooting.
• Assist with Active Directory.
• Excellent written and oral communication skills in Technical and training fields.
• Provide resolution to modems, printers, hard drives, memory cards, USB and wireless products.
• Bilingual, can speak English, Hindi, Bangla, Urdu.

PROFESSIONAL EXPERIENCE:

Confidential

Systems Analyst

Responsibilities:

• Worked in the division of Occupational Safety & Health Administration (OSHA) on mainframe migration project.
• Conducted environmental research on processes and solutions.
• Elicit and document user requirements to meet a business objective. Set customer expectations on feasibility. Identify and validate requirements and organize the information into a logical breakdown using business analysis models that are understood by developers.
• Worked with project stakeholders to develop and refine business objectives, project scope, assumptions and constraints when developing, integrating, selecting and enhancing the existing application.
• Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality.
• Gather, analyze and document business and functional requirements from clients and business users.
• Work with QA staff to develop, coordinate and implement plans to test business and functional processes during system development and evaluate alternatives.
• Worked collaboratively within a team environment to meet aggressive goals and pre-defined feature and metrics requirements.
• Create, document and maintain technical requirements documents and testing documents
• Performing quality assurance checks on software, which includes testing and validating the product developed matches customer requirements. Develop and maintain software development documentation as necessary.
• Locate and define new process improvement opportunities.
• Consult and coordinate with the vendor and programmers to manage migration to the new application including data cleansing.

Confidential

Business Analyst

Responsibilities:

• Worked with Department of Transportation (DOT) Federal Motor Carrier Safety Administration (FMCSA) stakeholders to thoroughly identify business unit objectives.
• Document business needs and objectives, current operational procedures, problems, input and output requirements, data scope, usage, formatting and security requirements. Participated and coordinated meetings, as required by FMCSA.
• Conducted presentations during meetings, took meeting minutes, created action item tracking items, communicated with internal and external stakeholders, and setup phone calls.
• Prepare power point briefs, spreadsheets, and other business artifacts for cyber security solution meetings and data calls in support of all cyber security programs
• Utilized Caliber and Borland Star Team to manage Service Change Requests and business requirements.
• Interpreted business requirements, recognized impact on business processes, and provided recommendations.
• Hands-on experience coordinating projects and deliverables in a shared environment supporting project teams and tasks.
• Handled dual role as a QA Tester, conducting user acceptance and performance testing.
• Utilized testing tools such as Quality Center, J Meter, and Selenium.
• Attained working knowledge of relational database concepts.
• Attend meetings with QA Managers, Test Leads, and Developers.
• Created process flows with Microsoft Visio.
• Created process flows with Microsoft Visio.
• Documented process flows that depict for business stakeholders how data moves through a system.
• Gathered, extracted, analyzed, and modeled data using analytical and statistical tools.

Confidential

Business Analyst

Responsibilities:

• Analyze documents and test plans to provide repeated regression testing.
• Perform testing including security testing, manual testing, functional testing, regression testing, unit testing, and integration testing.
• Worked with SQL queries, creating queries to extract data from various databases.
• Create work orders and change requests with HP Openview.
• Create requests for support using Remedy.
• Work with team members to define criteria for upcoming releases.
• Create documents to meet deliverable requirements for SDLC phases.
• Execute test cases.
• Define and log defects.
• Prepare environments for testing.
• Perform analysis on data as requested by Stakeholder.
• Collaborate with team members to find solutions for defects and efficient testing techniques.
• Attend weekly status meetings with all stakeholders and parties involved.
• Perform UAT testing to validate all previous testing phases.
• Design test plans, test cases and scenarios to cover negative and positive testing as based on Business Requirements, Use Cases, and Technical Specifications.

Confidential

Tier II Technician/JR Business Analyst

Responsibilities:

• Provided direct customer service and technical support to users as required via phone, email, online and in person for 2500+ users, locally, and remotely.
• Create and execute test cases based off Requirements.
• Work with Stakeholders and Technology to create Requirements.
• Attend meetings with Stakeholders.
• Log and define defects.
• Analyze data for Stakeholders.
• Participate in the SDLC and create documents for deliverables of SDLC phases.
• Collaborate with various divisions to test and define scenarios.
• Perform assorted types of testing, such as Functional, BOT, Regression, etc.
• Manage and provide technical support in two Confidential corporate offices by myself in the Mid-Atlantic Region.
• Provide majority of support VIP customers that are brokers.
• Provided direct customer service and technical support to users as required via phone, email, online and in person for 600+ users locally and remotely.
• Responsible for inventory and assets in two corporate offices in Vienna and Bethesda.
• Work with Confidential Tivoli ticketing system to manage Mid-Atlantic Que.
• Work directly with vendors such as Xerox to troubleshoot network printer issues in both Confidential corporate offices.
• Troubleshoot and fix issues for remote users and ship assets back and forth.
• Conduct Mid-Atlantic tech conference every morning to assess current issues.
• Assist users remotely through MS Lync and Bomgar Representative Console.
• Play a key role in ensuring a proficient workforce and significantly reducing system downtime.
• Setting up Encrypted Emails for PC, Mac, and smart phone users.

Confidential

Help Desk Support Technician

Responsibilities:

• Activate, configure and support Blackberry devices on corporate BlackBerry end users.
• Worked to meet Service Level Agreement requirements for client, making sure tickets were responded to on a timely manner.
• Provided direct customer service and technical support to users as required via phone, email, online systems and in person for users, locally, and remotely.
• Troubleshoot and resolved computer problems; built and upgraded systems; installed software; and performed general troubleshooting and maintenance for business clients.
• Created and deployed server/pc/laptop images via Symantec Ghost.
• Used Remedy 6.3 as a tracking system for tickets.
• Remotely accessed network to resolve problems/issues.
• Assisted clients with creating a user account, password reset, network ID and elevating rights to all users via Active Directory.
• Blackberry assistance to users with password reset, software upgrade, and email syncing/text issues.
• Provided full support Microsoft Outlook by enabled items, created PST folders, calendar appointments, out-of-office message, and email groups with rights, email accounts.
• Creates and maintains systems documentation for Testing and Validation.
• Played a key role in ensuring a proficient workforce and significantly reducing system downtime.
• Built and maintained computer systems and performed memory upgrades.
• Troubleshoot network connectivity, network printing and user access issues.
• Assisted in Implementing a Help Desk Support Department and Data Recovery Center.
• Played a lead role & worked as an individual when needed it.
• Created and deployed server/pc/laptop images via Symantec Ghost.
• Remotely accessed support to resolve problems/issues.
• Assisted clients with creating a user account, password reset, network ID and elevating rights to all users via Active Directory.