SUMMARY

• Having around 4 years of experience in Business Analyst/Quality manager with exceptional record of delivering cost effective, high performance technology solutions to meet challenging business demands.
• Proficient in software requirement gathering, analysis, UML modelling, Issue Management, Testing of different System.
• Effectively and efficiently understand and translate business problems and opportunities in the view of requirement and recommend actionable solution. Capability to perform end to end analysis to identify gaps and propose innovative and creative solutions.
• Experience of creating Business Requirement Documents (BRD), Functional Requirement Document (FRD), Use Case, User Stories, Wire Frames and Gap analysis.
• Interacting with business stakeholders at the time of assessment phase and requirement gathering
• Domain knowledge in Finance, HRMS, Data Security, Healthcare, CRM, Retail and Sales, Education
• Experienced of working on different project using SDLC Methodologies such as Waterfall, Agile
• Worked closely with the Delivery manager on related activities for planning, scheduling, release and proactively resolving any open issues
• Strong team player with an adaptable and pragmatic approach to the work.
• Strong understanding of business process with a specialized experience in ERP application of any domain
• Strong service delivery mentality - delivers to agreed time scales and expected quality.
• Recognized for excellent problem-solving skills, implementing and coordinating multiple projects and working under pressure situations.
• Created and delivered full sign-off project documentation starting from Development and ending at post-Production deliverables by working with Key Stakeholders to elicit information and gain agreement
• Identified and documented extensive use cases for proposed supplementary administrative software; conducted exhaustive UAT, reporting issues in QA defect tracking tool, specifying requirements changes, and provided high-level updates and recommendations at stakeholder reviews.
• Created reports in partnership with IT Developers, empowering business partners to drive productivity improvements.
• Documented functional specifications based on requirements and created flow diagrams
• Conducted source system study along with Gap analysis and assisted Client IT team on site to fix gap data in the source system
• Mapping business requirements for process enhancements & translating these requirements into functional specifications and transferring same to technical team
• Supported Presales team in conducting Product Demo and explain them
• Tracking and documenting change requests and software Maintenance part
• Managing the Product Backlog
• Hand on experience of design and develop the SQL objects like Tables, Stored Procedures, SSRS, etc.

TECHNICAL SKILLS

Tools: ServiceNow, Aurea Sonic 2013, PL/SQL, SOAP UI, RestClient, REST API’s, JSON, Oracle 11g, IBM SPSS, Tableau, Informatica, OTRS, Stat Tools, OTRS, ESB, MS Power Point, MS Access, MS Visio, MS Excel (PIVOT Tables, VLOOKUP, @risk)

Methodologies: Agile, Waterfall

Languages: JAVA, C, C++, SQL, XML, XSLT, Xml Schemas, Java, JSON, Sonic ESB, Sonic MQ

Databases: MS SQL Server, Oracle DB, MySQL

Web Development: HTML, CSS, JavaScript

PROFESSIONAL EXPERIENCE

Quality Service Manager / Business Analyst

Confidential

Responsibilities:

• Defining and creating business requirements, outlining problems, opportunities, and solutions for IT Service Desk, Operations and Networking team.
• Handle various projects for IT department. Provide operational metrics and reporting through MS Excel and SQL.
• Handle daily ticket routing from several queues in OTRS.
• Extract data from backup systems to find trends for improvisations.
• Created reports on various data trends and tickets using Power BI, MS Excel
• Managed Win7 to Win10 Upgrade across all sites in US.
• Handled 100% Compliant system projects for all the PC’s and servers in the region.
• Handled a project to work on stale tickets, created action plan for the same for every field agent.
• Managed a project to remove unauthorized software on various servers and instruments across various sites in US.
• Worked on problem tickets to resolve repetitive alerts, CPU load high usage and disk drive running full issues.

Business Analyst

Confidential, Camp Hill

Responsibilities:

• Analyzed business requirements and design documents
• Worked on functional areas on multiple apps/platforms.
• Worked with different healthcare data sets to provide solutions to new and existing clients of OSCAR Mainline Claims.
• The claims data was analyzed through OSCAR tool. Data was accessed through SQL query.
• It included handling claims, daily huddle, verifying data, adding and managing new customers to the current business.
• Worked on requirements for claim tickets, using OSCAR to develop and validate effective solutions in MS Excel.
• Handed the project as an analyst for a warm handoff of claim tickets between different functional teams.
• Gathered data from Mainframe systems. Tested and interpreted complex assumptions.
• Analyzed data through VLOOKUPs and PIVOT Table on excel.
• Created Reports for Daily huddle and tracked incoming tickets for each functional teams through Tableau.
• Software change management, Requirements gathering, Analysis, Design solutions and client handling.
• Writing functional specification document, user stories and BDD features.
• Functional testing and writing end-to-end UAT cases.
• Software demonstration, users training and process documentation.
• Experience in Software and Reports development using Oracle, SQL, PL/SQL, Crystal Reports and Jasper BI.
• Experience in Master Data Management (MDM) using SQL, Excel and Kettle ETL tool.
• Experience in working with large data sets, data analysis and data profiling.
• Data Lineage as per BCBS 239 and TRIM regulations.
• Work in Agile-Scrum framework and performed a Scrum Master role.
• Experience in handling and mentoring feature team.

Systems Engineer

Confidential

Responsibilities:

• Middleware Java developer for General Electrics and Service Now applications.
• Automated a number of real-time ticket updates between different applications based on SOA (Service Oriented Architecture).
• Provided maintenance and support for existing integration.
• Worked on Agile methodology.
• Developed email and web interface for various middleware projects.
• Processed various SDLC requests and created Web Services using technologies such as REST APIs, SOAP and JSON.
• Managed various data sets and access was provided through SQL and PL/SQL query and new users were added through different ETL processes.
• Implemented integration interfaces (B2B processes for incident, change, problem, service management and other ITIL processes) to Service-Now with Web Services via Sonic ESB and SonicMQ.
• Created reports for various data using Informatica and MS-Excel.
• Upgraded and installed software applications, operating systems, antiviruses, drivers and security software.
• Responsible for providing 1st level / 2nd level support to end-users in troubleshooting and resolving PC/Server problems.
• Handled the tasks of creating, documenting, publishing, and communicating policies and processes that impact the life cycle of the PC.
• Performed installation, configuration, migration, upgrading and maintenance of desktop PC/Server, software and related peripherals.
• Assembling of computers and Installation of Operating Systems and Other Softwares.Actively involved in troubleshooting various desktop and network related issues.
• Installation of various software and operating systems like Win 98, 2K, XP, Vista etc.
• Installing, Configuring & Troubleshooting of HP LaserJet, Inkjet & DeskJet.
• Configuration of mail in MS Outlook and Outlook Express.
• Providing Hardware and Software Support for Laptop Various Branded & Assembled PC's.
• DeskJet and various other Dot Matrix Printers like Wipro, Epson etc.
• Installing, Configuring and Troubleshooting Printers and other client end devices.
• Troubleshooting and resolving Network issues.