SUMMARY

• Dynamic, proven, customer focused hands - on Lead System Business Analyst, Technical Lead and Primary Oracle DBA with excellent communication skills with over 10 years of experience in Insurance, Retail and Finance industry. Hands-on experience in call center technology, workforce management and Database management. An effective team player with exceptional communication and interpersonal skills.
• 10+ years of experience as IT Professional with strong Leadership, Customer focused Business Ideas, Vision, Management, End-to-End Planning, Execution, Tracking and Delivery of systems.
• Excellent Business strategist - plan and manage multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains. Enabling teams to consistently deliver contract objectives and deliverables.
• Providing technical support to application development teams & evaluating products. Conceptualizing and implemented strategies for growth of business opportunities and achieve consistent profitability.
• Responsible for task delegation, planning, time & team communications, Process Benchmarking, change management, conflict, crisis management, presentations.
• A quick learner, talented public speaker, excellent communication skills and good in time management.
• Strong knowledge of use case analysis, SWOT analysis, GAP analysis and involved in initial prototyping.
• Excellent knowledge of Requirement elicitation, Functional requirements, Non-Functional requirements & Requirement tracing with and involved in initial prototyping of new features with Business requirements matrixes.
• Knowledge in Business Intelligence, Business Architecture and Data Warehousing including Data Analysis and Data Mapping against the use cases. Good Experience in Business Process Modelling & writing business case.
• Skilled in Object Oriented Analysis with extensive experience in producing documents like Use case, Class diagrams, ER Diagrams, State Diagrams, Sequence diagrams, Business Requirements Documents (BRD), Functional Requirement Specifications (FRS), Software Requirement Specifications (SRS), Creating Request for Proposals (RFP), Business process improvement, Activity Diagrams, Data flow diagrams (DFD), Use Case Diagrams.
• Involved in making White papers, Risk Mitigation and coordinating few pre-sales activities.
• Channeled requirement gathering, development, testing, reviews, and execution of the project till production.
• Proficient in Technical and Business Writing, Defining and Executing User stories, Business Process Flow, Business Process Modeling, Business Analysis.
• Translating user requirements into Functional Requirements, Non-Function Requirements, User Stories, Use Cases,
• Gathered client requirements and created project deliverables like FRD's, Vision document, Story cards, User Stories, Process Flows and System documentation & Use guide.
• Responsible to Track, Document, Capture, Manage and Communicate the Requirements using Requirement Traceability Matrix (RTM).
• Used Jira and experimented with new and advanced practices for better tracking and generation of metrics.
• Assessed Scrum maturity of the team, and coached team to higher levels of maturity at a sustainable pace.
• Used detailed knowledge of application features and functions to assess the scope and impact of business needs throughout the analysis. Fulfilled all the enhancement specifications.
• Experience in using Various Workforce Management tool like Verint, ASPECT, Mattersight, Intradiem & Noble and Voice management tools like Avaya.
• Extensive experience in implementation, maintenance, installation, administration of Oracle databases across various operating systems including UNIX, Sun Solaris, IBM-AIX, and Linux. Installed Oracle 10g/11g software
• Ability to think independently, maintain a professional demeanor, and a willingness to work in a collaborative environment; Ability to establish and maintain strong relationships.
• Excellent interpersonal/communication skills with professional staff, senior level executives and the community at large. Flexible and adaptable to both technology and business driven strategic environments.

TECHNICAL SKILLS:

Language: C, C++, Visual Basic & .NET, COBOL, TIBCO, JAVA, Web Services, Unix/Linux/Aix

Software:

Project management: Atlassian Jira, MS Project and other MS Office products, Lotus Notes

Publishing, Collaboration, Reporting: MS SharePoint, Confluence

Incident, Change, Problem Management: ServiceNow

Code Build/version control: Jenkins, GitHub

Service Request/Defects Management: Service Catalog

Relational Database: Oracle 9i,10g,11g,v12c, MS SQL v2012/2014

Middleware monitoring: Splunk, IBM Tivoli, Dynatrace

Security and Identity: SOA Secure Gateway (Layer7), IDM/Sail Point

Data Insights & Machine Learning: Deep learning frameworks & Natural language processing

Hardware: Apple Mac, Intel processor-based PCs and laptops

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Business System Analyst/Tech Lead

Responsibilities:

• Worked as a Lead Business System Analyst & Technical Lead with Confidential since Aug 2014, handling Business and Vendor co-ordination with technical background and supporting the 3rd party Tools and technology which is used in Confidential call center technology space.
• As a Technical Lead for Confidential ’s Major project - Verint 15.1 migration; handled multiple server environments working with DBA team, Windows Team, IVR team, Security and Infrastructure team.
• Managed a global team of 15 people with 6 developers located in India, two QA testers and architects in Northern Ireland, 2 BA in Ohio and others located in Chicago.
• Facilitated sprint ceremonies, maintained backlog & release plans, published reports & communicated the project status & team progress to leadership.
• Worked with Business & Release Management to prioritize & develop release plan & delivery of end-to-end systems.
• Highlighted team status, milestones & outstanding issues.
• Managed scope, budget & schedule with the project sponsor, including development & maintenance of integration/scope/cost/time/risk/resource management to deliver a project successfully.
• Collaborated with Vendor Architects and Confidential architects to bring modifications to the system design that blends with Confidential call center environment.
• Proactive in identifying Vendor issues which may cause potential problems to Call center agents and gives the right solution.
• Created Call Center Agent Performance KPI’ s which helped Front line leaders to streamline the agents increasing a better call handling capability.
• Strong hands on experience in design, development and execution of Test Strategy, Test Plan, Test Scenarios, Test cases, Testing Methodologies, Test Management and Defect management Process.
• Developed how-to guides, customized user manuals resulting in 100% positive feedback from team members and management on the content quality and ease of use.
• Supported and educated Product Owner for better prioritization and keeping backlog healthy.
• Performed Stress & Performance Testing after Migration which helped in bringing out the delays in application performance.
• Participated in User Acceptance Testing coordinated with clients for maintaining Quality Standards.
• Worked with architects to identify technology stack.
• Facilitated sprint ceremonies, used JIRA for writing stories, grooming & prioritizing.
• Monitored & removed risks & issues proactively, ensuring the appropriate level of priority, visibility & escalation.
• Facilitated agile adoption retrospective for the scrum teams & guided with outcome resulting in enhanced performance.
• Coached new Scrum teams, which resulted in early delivery of project & reduced process waste caused by lack of common understanding. Ensured that development teams were practicing core agile principles.
• Worked with cross functional teams in defining roles, responsibilities, roadmap & milestones for the product release.
• Updated metrics for tracking to provide transparency on backlogs to managements.
• Contributed to recurring meetings for Sprint review, retrospective, planning, & daily scrums. Maintained clear prioritization records to groom backlog items through to “Ready” status. Partnered with leads to assist with Scrum Master duties as needed for multiple concurrent work streams.
• Developed Requirement Traceability Matrix to validate the requirements with Test case.
• Partnered with Intradiem Vendor in Integrating and delivering Coaching & Training based on Call availability functionality.
• Handled agent analysis in Citrix environment - SVD (Shared Virtual Desktop) & ERD.
• Effectively handled Screen/Audio Credit Card masking technique making Confidential CCT system PCI Complaint
• Creating SSIS packages & SSRS Reports
• Worked with Compucom to have the desktop clients to be packaged and delivered with no issues across the board.
• Generated Reports using Global Variables, Expressions and Functions for the reports.
• Be the Lead on all the on-call issues by providing and guiding the team with the right solution and work around.
• Involved in supporting/handling multiple products like Workforce Management and desktop process analytics from Verint Impact 360, Knowledge management from Intradiem, Performance Reporting from ASPECT, Desktop Analytics and Behavioral analytics from Mattersight
• Supported Confidential home grown Customer Support tool (CST) which is a tier 1 customer facing application.
• Follow Agile methodology with 2-week scrum.
• Worked as the Lead system Analyst for the Mattersight to Verint migration project.

Confidential

Lead Oracle DBA

Responsibilities:

• Review of Database logical and Physical design.
• Install, upgrade and maintain Oracle software products/versions for on UNIX.
• Database monitoring and performance tuning using OEM (Oracle Enterprise Manager) and STATSPACK.
• Application Tuning by tuning queries, identifying problematic code, creation of indexes, re-writing queries using an optimized path, Creation of Materialized Views and gathering necessary statistics on objects etc.
• Implementing Database Security, Management of role-based security
• Database Restore using RMAN, Cold Backup, Export and Flash Recovery.
• Applying Patches 9.2.0.6 and applying Oracle DST Patches on Oracle database.
• Performing day-to-day database administration tasks like Tablespace usage, checking alert log, trace files, monitoring disk usage, Table/index analyze jobs, database backup logs etc.
• Corporation and installation of patches.
• Write and modify UNIX shell scripts to manage Oracle environment.
• Problem analysis involving interactions/dependencies between UNIX and Oracle.
• Responsibilities:
• Review of Database logical and Physical design.
• Install, upgrade and maintain Oracle software products/versions for on UNIX.
• Database monitoring and performance tuning using OEM (Oracle Enterprise Manager) and STATSPACK.
• Application Tuning by tuning queries, identifying problematic code, creation of indexes, re-writing queries using an optimized path, Creation of Materialized Views and gathering necessary statistics on objects etc.
• Implementing Database Security, Management of role-based security
• Database Restore using RMAN, Cold Backup, Export and Flash Recovery.
• Applying Patches 9.2.0.6 and applying Oracle DST Patches on Oracle database.
• Performing day-to-day database administration tasks like Tablespace usage, checking alert log, trace files, monitoring disk usage, Table/index analyze jobs, database backup logs etc.
• Corporation and installation of patches.
• Write and modify UNIX shell scripts to manage Oracle environment.
• Problem analysis involving interactions/dependencies between UNIX and Oracle.

Confidential

Primary Oracle DBA

Responsibilities:

• Experience on OLTP and OLAP database systems.
• Installation and creation of Oracle 9i databases on Production and Test servers. Responsible for upgrade & migrating databases from 9i to 10g, applying patches.
• Experience in handling GUI software and OS.
• Database Restore using RMAN, Cold Backup and Export.
• Involved in Design and implementation of oracle 10g Datagaurd both physical/logical standby databases.
• Responsible for configuring database memory structure, managing storage allocation, creating user accounts, roles and privileges for DB operations and security maintenance.
• Used impdp /expdp and SQL- loader to load data into tables.
• Utilized Oracle Enterprise Manager (OEM), Grid control to manage users, privileges, profiles, and schemas.
• Automated monitoring the databases, performance parameters, and backup/recovery activities by RMAN and VERITAS Net Backup, running Cron jobs and write UNIX shells scripts for job automation.
• Performed database and memory tuning using tools like STATSPACK, TKPROF, EXPLAIN PLAN, OPTIMIZER and SQL tuning advisor.
• Interacted with data modelers, developers, application owners for gathering the required information and resolving various issues.
• Writing PL/SQL triggers, procedures, and functions
• Performed production database maintenance and modifications to ensure databases are operational, as well as diagnosed and corrected any database environment problems; monitored database usage, and reported on database performance and system availability.

Confidential

Oracle DBA

Responsibilities:

• Proficient in SQL, PL/SQL, stored procedures, packages, triggers, forms and report.
• Maintenance and monitoring of table spaces, data file, control files etc.
• Extensively worked on setting up auditing in many databases.
• Security User Management, Privileges, Roles, Auditing, Profiling, Authentication. Used Oracle Advanced.
• Managed CRONTAB file, rescheduling the failed jobs (due to errors), changing timings for the scripts to run if the job fails and adding new jobs (scripts).
• Replication feature to set up multi-master replication, dealt with conflict resolution and performance issues.
• Monitored lock Escalation, Dead Locks, resources utilization by sessions, capturing long running SQL queries.
• Performed DBA daily activities including user management (creating users, synonyms, privileges, roles, quotas, tables, indexes, sequences etc.), space management (tablespace, rollback segment), and monitoring (alert log, memory, disk I/O, CPU, database network connectivity).

Confidential

Oracle DBA

Responsibilities:

• Backup Script creation and Standardization. Performed Database Installation and upgradation.
• Created materialized views, table partition for Tuned databases.
• Created indexes, rebuild indexes and maintained indexes.
• Involved in user creation and user access control. Involved in Schema creation and management.
• Implemented Oracle security features and audit mechanisms for Fine grained access control.
• Used SQL* Loader for data import from remote databases.
• Written the control files in SQL*Loader to load the files in database tables.
• Database Installations, Creations and Upgrades of 8i/9i on Windows 2000/NT.
• Involvement in all phases of the project life cycle.
• Assuring appropriate backup and recovery procedures to be in place to meet the Company’s requirements.