SUMMARY

• Versatile and talented Business Process Analyst with more than Fifteen (15) years of product/service experience in Business and IT environments including Project/Change Management, Business Analysis, Process Development, Systems and Technical/Database Analysis, Technical Writing, Quality Assurance, UAT and End - User/Customer Training in Healthcare (Medicaid), Human Resource, Finance, and eCommerce domains
• Proficient in MS SharePoint 2003/2007/2010 (MOSS), Customized SharePoint for clients based on their individual business needs. Good understanding of SharePoint Designer tool, Wikis, Blogs, and Portals
• Familiar with Waterfall and Agile methodologies, Rational Unified Process, (RUP), Unified Modeling Language (UML), and service-oriented architecture (SOA)
• Improved quality of Point-of-Sale (POS) data for Sales and Returns, and updated systems to streamline data for future reference, improving customer knowledge and experience impacting business overall
• In-depth understanding of the financial industry in terms of its structure, administrative processes, policies, and regulations. Good understanding of ITIL/ITSM processes and practices that were utilized for Desktop Services and Support and Customer Relationship Management
• Worked closely with product owners, developers and end-users on process improvement activities and acted as a liaison between IT, B2B and B2C customers and end-user communities.

TECHNICAL SKILLS

SME: HIPAA, HR, Finance, Merger Acquisitions

Methodologies: JAD, RUP, Web2.0, ITIL/ITSM

Business Tools: MS Project, Visio 2010, MS Word, MS Project, MS Excel, MS Access, MS Power Point, MS SharePoint 3.0 (MOSS 2007)

Tracking Tools: Team Track, Lotus

Reporting Tools: Business Objects, Crystal Reports

Other Tools: MS Outlook, Lotus Notes 6.5

Defect Tracking Tools: HEAT Helpdesk Automation Solution

Imaging Tools: Confidential Ghost 7.5

RDBMS/DBMS: MS SQL Server 2000, MS Access2000, Oracle

Operating Systems: MAC OS, Windows NT/2000, Windows 95/98/ME/XP, knowledge of Mainframe systems

Languages: Visual Basic 6.0, JAVA, and HTML

Front End: Java, Visual Basic 6.0

PROFESSIONAL EXPERIENCE

Confidential, Sunnyvale CA

Business Process Analyst

Responsibilities:

• Owned process improvements and implementation activities to manage catalog of services for IT Support impacting Human Resource and IT Support. Defined end-to-end process for support delivery, identified and closed process gaps to improve overall SLA for Helpdesk Management
• Gathered requirements and authored BRDs/FRD, process flows, mapping documents, conducted data analysis, built prototypes and perform system testing for Support organization aligning with application and engineering teams aligning to Medical Surgical systems
• Drove contractor on-boarding and off-boarding process and addressed any escalations to vendor management related to security policies and procedures
• Conduct IT Assessments and function as a key player for PMO to complete impact analysis by features and capabilities and define scope and timeline targets
• Responsible to work with End User, Infrastructure and Business Applications (SAP, SFDC, Agile) team to improve contractor lifecycle management in Ariba and implement changes where needed
• Coordinate with directors, managers and business leads to streamline existing process applying ITSM methods
• Identify and address any roles and responsibility changes while addressing change

Environment: MS Project, MS Outlook, MS Office Suite, Visio 2010, Remedy, ITIL/ITSM, Security, CMS, ServiceNow, SAP Salesforce, Agile, Supply Chain, Manufacturing, HP ALM Quality Center, Java, .Net, Oracle

Confidential, San Jose CA

Business Analyst

Responsibilities:

• Elaborate concepts prepared with a goal to hit all KPIs identified for organization improvement at all levels of support extending to SAP applications, Client Engineering, Risk and Security and Human Resource teams
• Gathered requirements and authored BRDs/FRD, process mapping documents, user flows, built prototypes and conducted data mapping, data analysis along with system testing for Support organization aligning with application and engineering team
• Create a security plan to implement tighter security controls on assets leveraging new architecture and BT Suite of applications at different levels within Confidential Corporate structure
• Implement solutions from option selected based on core team and stakeholders buy-in enterprise wide
• Enhance customer and content management experience by sun setting old methods of approach replacing it with fresh ideas to accomplish renewed productivity
• Coordinate Summit for Support Organization and department to streamline resources and plan future roadmap with PMO
• Extract Source data for different regions and match to target for ticketing and Metrics associated with trending

Environment: MS Project, MS Outlook, MS Office Suite, Visio 2010, Remedy, ITIL/ITSM, Security, ServiceNow, Ariba, Merger Acquisition, MAC OS. HP ALM Quality Center, .Net, Java, Oracle

Confidential, San Ramon CA

Business Analyst

Responsibilities:

• Elaborate concept, define processes and implement solutions, working stakeholders and business units.
• Identify impacts to Support Model, furthering its use for easier and efficient implementation of sensitive content and customer data
• Define precise roles and responsibilities related to ownership from an end-to-end data maintenance perspective for SAP SuccessFactors application, including sensitive employee, personal, performance, position, competencies related data
• Socialized support model changes to elaborate on support related tasks as it relates to overall manual data maintenance and refresh
• Authored a formal guide for process owner and IT support organization, an evergreen document planned to be used as a bible for data maintenance
• Documented artifacts and requirements depicting end-to-end process flow and elaborating support model for support training directly addressing Business and IT needs

Environment: MS Outlook, MS Excel, MS PowerPoint, MS Word, Visio 2010, Remedy, ITIL/ITSM, SharePoint, HRIS, Oracle Data, SAP, Supply Chain, CMS

Confidential, San Ramon CA

Business Analyst

Responsibilities:

• Defined requirements elaborating the Support Model and its definition as an input to overall Audio/Video conferencing solution needs
• Developed options for Support Desks ease of adoption and implementation of Support Model (articulated a customized process based on day-to-day support needs of help desk, significantly reducing impact on adoption and use)
• Documented process impacting Salesforce and provided feedback to complete Operations Guide from support perspective
• Generated overall Adoption and Usage metrics of WebEx Tool, including support specific breakdown to show trending, progress, and changes on a daily and weekly basis
• Consolidated Reports to include required data elements for consumption by Operations and teams within Confidential
• Provided input for Adoption Campaign as a SME representing Support where required

Environment: MS Project, MS Outlook, MS Excel, MS Access, MS PowerPoint, Visio 2010, Remedy, ITIL/ITSM, SharePoint, Salesforce, Supply Chain

Confidential, San Jose CA

Business Analyst/Coordinator

Responsibilities:

• Owned scope specific to Confidential support tool used by customers and partners to open cases/incidents for problems faced, ranging from restoration of service, product returns, or addressing queries related to existing product or service already purchased
• Authored requirements and end-to-end process flows for Confidential support tool and worked directly with core team to document process for Integrating with the acquired video software provider with Confidential existing product and service
• Key player in joint design sessions pertaining to Salesforce; develop a functional system design that assures successful integration once implemented within Confidential platform
• Analyzed data and reports to identify opportunities, gaps and draft an improvement plan

Environment: MS Project, MS Outlook, MS Excel, MS PowerPoint, Visio 2010, Remedy, ITIL/ITSM, SharePoint, Salesforce, CMS, MAC OS, Java, .Net

Confidential, San Diego CA

Business Analyst

Responsibilities:

• Research and analysis for merger and acquisition, lead to creating master files including business logic, data mapping and analysis reports for various departments and initiatives
• Following aggressive timelines, authored high-level requirements for process and system improvements related to merger or BAU
• Authored functional specifications for system enhancements or changes planned by release
• Interfaced with multiple teams and external vendors to clarify complex requirements that had minimum documentation
• Drive and facilitate meetings to capture action items, including sharing risks and contingency plan to track outstanding tasks related to conversion events

Environment: MS Project, MS Outlook, MS Office Suite, Visio 2010, Mainframe, Oracle DB, SQL DB, COBOL

Confidential, Milpitas CA

Business Analyst

Responsibilities:

• POC for Business on I.T scope items, which were determined while analyzing requirements and evaluated for feasibility based on release timelines
• Authored existing process flow to plan the to-be approach for entire scope and its impacts to cross-functional processes
• Prepared High Level slide decks for internal team to understand scopes before development commences
• Prepared discussion list and tracked issues documented, brought them to closure early in the process to avoid ambiguity in requirements

Environment: MS Project, MS Excel/PowerPoint, MS Visio, Livelink, Toad, SQL 2005, SharePoint 2007/2008, CRM, Salesforce, Supply Chain

Confidential, San Francisco CA

Business Analyst

Responsibilities:

• Author BRDs/process flows for Wachovia and Confidential data/customer conversion related to merger
• Provided feedback on existing process framework and refined it in defined intervals to streamline process from an end-to-end perspective
• Communication and data specific POC for communications surrounding merger and integration
• Managed knowledge base while progressing through the merger for internal and cross functional teams, documenting customer pain-points and experience
• Reviewed requirements to understand the need for communication and worked with data analysts to generate data per communication from data warehouse, involving, but not limited to, a relationship, account, contact or location of customers and/or bankers
• Adhered to SLAs pre-defined for communications and prepared data specific to each effort. Influenced timelines, if required, for scheduling and planning
• Delivered data that was catered specific to communications, via multiple channels, involving enterprise, business partners, or stakeholders (product)

Environment: MS Project, MS Excel/PowerPoint, MS Visio, Livelink, Toad, SQL 2005, SharePoint 2007/2008

Confidential, San Jose CA

Business Process Analyst

Responsibilities:

• Conduct IT Assessments for PMO to complete impact analysis by capabilities impacted
• Understand and document BRD policy, process, and systems level changes after conducting interviews with associated SMEs
• Capture lessons learned, share knowledge on an on-going basis as needed with cross functional teams.
• Plan and communicate future changes to SMEs, acquire their consent and plan next steps
• Complete as-is and to-be state based on the changes introduce and impacts documented.
• Analyze issues documented for POS data in BRD, its origin, systems impacted and communicate to respective leads
• Create Reports and Pivots for individual disti to capture POS unmapped, incomplete, and in accurate data
• Create POS Metrics for weekly presentation of data and trending
• Coordinated with individual disti lead, globally, to share the updates and to discuss pain points as needed
• Interviewed SME and documented address validation rules for individual disti by country
• Identified gaps between systems to improve the data quality
• Tracked the project issues and knowledge transfer artifacts as needed on SharePoint

Environment: MS Excel/PowerPoint, MS Visio 6.0, SharePoint 2007, Toad, SQL, MS Access, Business Objects, Desktop Intelligence, WSDL, SFDC

Confidential, Mountain View CA

Business Analyst

Responsibilities:

• Interviewed SME to gather necessary information to identify the impacted payment files related to new process
• Identified key fields required to derive theory to understand and interpret files for reconciliation and capture findings/impacts on the Functional Requirements Document.
• Identified gaps in the process and files to improve the data quality and stability of the files
• Assisted ITSM and Desktop support on addressing immediate customer queries on product
• Documented traceability and UAT scenarios based on the information gathered through various procedures

Environment: MS Outlook, MS Office Suite, Visio 6.0, SharePoint 2007, Toad, SQL, MS Project 2003/2007, ColdFusion 9.0, WSDL, SOAP, ITIL

Confidential, San Francisco CA

Business Analyst

Responsibilities:

• Interviewed users and architects to gather necessary information to help create a process
• Shared “as-is” and “to-be” strategy with users and updated the process based on their feedback
• Authored Training Documents to train users on SharePoint sites. Standardized technical documents as artifacts.
• Worked with multiple project managers to understand how the manage their projects from inception to closure
• Designed and documented prototype using Visio to share “to-be” strategy
• Planned required tasks for a PM SharePoint site
• Designed information structure at a high level for PM SharePoint site

Environment: MS Outlook, MS Office Suite, Visio 6.0, SharePoint 2003/2007, .Net, HTML, MS Project 2003/2007, ColdFusion, Lombardi eBay Inc., San Jose CA May 2007 - July 2008