SUMMARY

• A result - oriented professional with 8.2 years of experience in Business Analysis, Business Process Modeling, Quality Assurance and Testing, Gap analysis, Service Quality Management SQM, Project Management, Complex Solution designing, Product development management, SDLC, CRM, Order Management, Sales and Presales.
• Strengths include big picture focus while developing strategic business solutions which includes: mission statements, value propositions, critical success factors, Statements of work SOW, Project lifecycle, ROI, Gap and risk analysis, Cost Benefit analysis, Process re-engineering, Six Sigma concepts DMAIC, facilitating functional design meeting and documenting requirements.
• Adept at reducing development costs and providing traceability of projects.
• Excellent communication, analytical, interpersonal, and presentation skills expert at managing multiple projects simultaneously.
• Strong business and technical skills developed over several projects in Telecom, Managed Services, IT Infrastructure.

CORE COMPETENCIES

• Requirement Management and Elicitation, Process Design, Measurement and Improvement.
• Product development, engineering and management consulting in Telecom and datacom for large Operators. Product innovations, creating technology solutions.
• Business Modeling and Business Transformation.
• Business Acumen: Quantitative analysis, Operations mgmt, Marketing, Accounting, Corporate Finance and International Business, Risk Management.
• End to End Service Quality Management SQM .
• Project Management- Estimates, Project Kick-off, Meeting agendas, conducting meetings, Meeting minutes, Creating Project plan and tracking, Change control, Agile Methodology.
• Testing Unit Testing, Integration Testing, Performance, System and User Acceptance testing.
• Ability to handle large Programs with multiple projects including Onshore/Offshore model.

ACHEIVEMENTS

• SQM Lead for end to end Ethernet and LTE program in AT T.
• Received an award from Tech Mahindra Service Delivery unit for commitment, excellence, determination displayed in the project.
• 'Pat on the Back' award from US Delivery unit in TechMahindra.
• 'Valuable team player' award from AT T delivery unit.
• 'Cookie' award from US delivery unit.
• Consistently rated amongst Top 5 performers across Tech Mahindra.
• Awarded a 'CSAT Best Performing Team' for 11.
• Achieved a CSAT of 5 out of 5 for the Alltel Production Support project, ALLTEL.
• Developed excellent relations with client and received several complimentary emails for work.

SKILL SET

• Modeling Tools: Requisite Pro, Clear Case, MS Visio, UML 2.0, BPMN
• BPM: Active VOS
• SDLC Methodologies: Agile, Waterfall, RUP
• Facilitation techniques: Affinity Diagram, Cause and Effect Fishbone, Force
• Field analysis, JAD Sessions,Scrum
• Industry Standards: ITIL V3.0, eTOM
• Domain: Online CRM, Billing, Revenue Assurance, Inventory
• Management, Customer Care, Telecom, Information
• Services
• Programming Language: Core Java, PL SQL, C, C
• Scripting Language: Shell Scripting, Perl
• Web Technologies: HTML, DHTML, XML, Web services
• Database: Oracle 11g, MS Access
• Utilities: MS office Suite, SharePoint
• Tools: Remedy, HP Quality Centre, Toad, Clear Quest, QTP
• Version Control: WinCVS, SVN
• Performance Monitoring Tools: Introscope, Aternity, Optier
• Business Intelligence and: Business Objects
• Reporting tool
• Operating Systems: Linux, UNIX, Windows NT/2K/XP/7

PROFESSIONAL EXPERIENCE

Confidential

Role: Project Manager/Senior Business Analyst

Environment: Oracle 11g, COTS product, Siebel CRM 8.1 Sales Order Management, Active VOS-BPM

Responsibilities:

• Led Solution design team and rolled out an end to end Customer Onboarding and Order Fallout management solution suite that helps Telecom Operators in achieving targets for their High growth product line. Customized the solution for four different Telco, accounting for 6.2 million in revenue.
• Created and supervised team of 12 to drive the Innovation and Automation in AT Ts Business Intelligence segment for big data efforts.
• Documented project scope, project plan and business requirements for Ethernet program.
• Advised Vice President in conceptualization of Service Quality Management methodology for AT Ts Critical business services for Ethernet and LTE.
• Developed complete business requirements and data flow for a Siebel 8.1 eCRM Sales application.
• Worked on documenting requirements for enhancement of Opportunity to Cash systems in Siebel 8.1 eCRM to accommodate new sales models and products subscriptions services, various billing frequencies, Contracts and Pricing .
• Documented project scope, project plan and business requirements for Ethernet program.
• Worked on Use case analysis of CTI module in eCRM application.
• Developed UAT plans for Campaign/Dialogue Management modules in Siebel.
• Conducted the analysis of ETTCS complex business problems and processes to translate Business Requirements into Functional specifications and system use cases.
• Reviewed all the test cases for system and integration testing of the new combined solution.
• Assisted Developers with designing, building, testing and debugging workflows based on business and technical requirements.
• Produced Requirement traceability matrix to capture project requirements.
• Successfully implemented BPM study in order management and Service Fulfillment stack of AT Ts IPAG provisioning system using DMAIC methodology.
• Led the Application performance management to rollout tools probes in order management systems.
• Developed Rules based process to support business needs, expansion and performance improvements using Active VOS.
• Planned and defined system requirements to Wire Frames with Use Case, Use Case Scenario and Use Case Narrative using the UML Unified Modeling Language methodologies.
• Successfully implemented BPM study in order management and Service Fulfillment stack of AT Ts IPAG provisioning system using DMAIC methodology.
• Team lead for collaborative JAD sessions with subject matter experts and business sponsors.
• Collaborated with development architect and the business to develop both high-level and detailed application architecture to meet the business needs.
• Developed very detailed end to end process models for the SQM solution rollout.
• Convince Business/IT stakeholders to implement the SQM within Ethernet and LTE application stack.
• Conducted Pareto analysis to identify the top causes contributing maximum to the order fall-out.
• Developed a new Outage management model for mission critical applications.
• Involved in detailing project mission, data process flow diagrams, and timelines.
• Developed program plan in MS Project and designed system flow for the launch of E2E LTE SQM.
• Conducted gap analysis on existing ETTCS processes and suggested potential alternatives.
• Define the RACI matrix for ETTCS and LTE SQM organization.
• Prepare Metrics/Dashboard reports for CIO level presentation.
• Wrote SQL queries for weekly data analysis on order fallout.
• Helped Delivery head for the periodic program review with AT T executive team.

Confidential

Role: Business Process Analyst

Environment: SQL Server, Microsoft .NET, MS BizTalk, Web services

Responsibilities:

• Analyzed business processes for Compucom BPO helpdesk services, Desktop and Web environments, evaluated inefficiencies and recommended optimal business practices.
• Responsible for recognizing new processes, finding out breaks in current processes, organizing training sections for new process developments and completion.
• Involved in groundwork of Project plans, user acceptance testing.
• Maintain Functionality Test Plans to be utilized by the testing team during a testing process.
• Meetings with Senior Business Analysts and manager and understood different business process, process plans and functionality in a detail.
• Assisted in analyzing testing results of major releases in all phases.
• Leveraged the ITIL best practices and optimizes the process in Incident, Problem and Event management pillars.
• Involved in technical reviews and inspections to verify 'intent of change' is carried out through the entire project.
• Assisted in providing time estimates for project related tasks.
• Ensured QA compliance at all the levels of the project
• Authored Statement of work SOW and involved on preparation of Contracts and Sourcing to build a 25 support team.
• Assisted in developing the methods and procedures required to identify whether current business goals and objectives meet organizational needs.

Confidential

Role: Business Analyst/Onsite Coordinator

Environment: UNIX Solaris, Java, Oracle 9i/10g, Service oriented architecture SOA

Responsibilities:

• Collaborate in the planning, design, and deployment of new Verizon Billing application for International markets.
• Business Analysis and Team Lead in Divestiture projects. Duties included: Analyzing requirements, coordinate and delegate the work to offshore team and assist in problem resolution.
• Developed detailed functional and technical design for Data Conversion projects.
• Worked with key members of various departments and other members of the IT team to identify and resolve application issues, system enhancements, and new conversion requirements.
• Lead the Rightsizing/Data purge of Alltel Legacy application.
• Developed innovative and customized templates and report to show the converted customers to executive management.
• Provided detailed input for production related issues.
• Analyze and determine root-cause for reported system issue.
• Reviewed and analyzed the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.
• Coordinated and performed in-depth tests, including system, integration, and customer acceptance, for modified and new systems, and other post-implementation support.
• Provide orientation to end users for all modified and new systems.
• Managed and tracked the status of requirements throughout the project lifecycle enforce and redefine as necessary.
• Created and tracked defects in HP Quality Center software till resolution.

Confidential

Role: Senior System Analyst/Team Leader

Environment: UNIX Solaris, C, Pro C, PERL, Oracle 9i/10g, Vitria Middleware

Responsibilities:

• Worked on Business Requirement to bring the project in offshore.
• Worked as a Presales consultant on market research of Alltel communication which resulted new business developments and three fold growths in revenue.
• Mentored the new joined team members.
• Developed and implemented new onsite - offshore model, which resulted in better communications and improved relationship between client and Tech Mahindra.
• Analysis, Coding, Debugging and fixing the issues of VII Billing system.
• Developed Data Integrity Script that ensures the correctness of VII Database and fixes the data for any invalid records.
• Tuned stored procedures, queries and identified missing indexes.
• Developed Unit test cases for monthly enhancements.
• Delivered critical data patches for hot issues in production.
• Provided support during pre production and defect fixing.
• Responsible for deployment of VII minor enhancement in production.
• Environment Owner for Virtuoso Read only RDO and Test environments.
• Conducted Code Reviews as per best practices.
• Provided 24 7 Oncall Support.

Confidential

Role: Senior System Analyst/Team Leader

Environment: Win'XP, PHP, Javascript, HTML/CSS and Apache.

Responsibilities:

• Captured the requirements for Intranet portal and deigned detailed Use case.
• Re-vamped the Alltel intranet portal as per the client requirements.
• Developed dynamic web pages using PHP.
• Designed user friendly screens using style sheets and HTML.
• Improved the Employee Search functionality in the Web page.
• Added the Release calendar functionality in portal.
• Improved the performance of web portal.

Confidential

Role: System Analyst

Environment: UNIX IBM-AIX, C, Perl, Sybase, Oracle 9i.

Responsibilities:

• Analysis, Coding, Debugging, Fault Fixing.
• Application Support to Pricing and Billing systems
• Prepared Quick Fix Design Document.
• Involved in System/Unit Testing.
• Provided support to Customer Application support CLARIFY Tickets .
• Conducted a training on Micro payments module of Billing application.
• Changing the design if required and implementing it once Change Request team approves it.
• Provided support for unbilled oncall issues.
• Involved in Root cause analysis for various development defects and successfully fixed them and deployed in the production.