SUMMARY

• Over 9 years of extensive IT experience as Business/System Analyst and Technical Support Specialist.
• Working closely with project stakeholders and SMEs to understand the requirements and specifications for new applications.
• Excellent analytical, organizational, communication and documentation skills to gather requirements, which bring out quality product.
• Experienced with Software Development Life Cycle (SDLC) using the Waterfall Model and an understanding of Spiral, RUP and Agile Methodology.
• Created documents like Business Requirement Document (BRD), Business Process Documents, Test Cases and User manuals. Version controlled them using SharePoint and carefully updated the information in an easily understandable format.
• Facilitated and conducted several interactive Requirement Gathering Sessions through interviews, surveys, prototyping and observations. Participated in sessions with management, SMEs, vendors, users and other stakeholders for open and pending issues.
• Skillfulness in handling ad - hoc issues and resolving ISP, system security, networking and operating system issues.
• Multi-tasking efficiently and coordinating with various teams within and other organizations and individuals.
• Expertise in working with Oracle E Business Suite Applications (R12 and 11i) for order management and client data analysis.
• Expert usage of Oracle BI Discoverer tool to generate reports.
• Create reports with MS Excel and power point to produce significant data for the management.
• Proficiency in preparing PowerPoint presentations.
• Familiarity in VC++, C++, JAVA and Python.
• Knowledge of MS Access and SQL.

PROFESSIONAL EXPERIENCE

Confidential

Business/System Analyst

Responsibilities:

• Create questionnaires to gather requirements and understand the business process goal from stakeholders.
• Document the detailed requirements in form of use cases and use case models, get sign-off from the stakeholders and manage requirement changes.
• Create Business requirement document (BRD) and Functional Specification Documents (FSD).
• Identify manual processes and analyze existing client workflows to determine possible opportunities for reengineering.
• Participate in analysis, maintenance, testing and implementation of solutions for problem resolution.
• Work as a liaison between Users, QA team, and the Development team to facilitate communication and explain business requirements and technical features as necessary.
• Worked on maintenance and enhancements for ongoing projects.
• Assist customers with technical issues on company software.
• Troubleshoot problems and report software related issues to the development team.

Confidential

Live Virtual Class Coordinator

Responsibilities:

• Conduct Oracle University Live Virtual Classes for clients and individuals in North America and Canada.
• Coordinating effectively and be as a liaison between different teams like sales, curriculum development, system administrators, class instructors and partners within Oracle and other organizations to ensure successful running of classes.
• Involved in designing, implementing and managing a fairly new process for supporting LVCs.
• Analyze training needs and build effective training methods using ADDIE and other ISD models.
• Educate customers on trainings and certifications according to the job requirement and point them in the right direction.
• Expertise in working with Oracle E Business Suite Applications (R12and 11i) for order management, accessing client and class data.
• Expert usage of Oracle BI Discoverer tool to generate reports.
• Prepare MS Excel reports to produce significant data and create presentations with power point for the management.
• Provide training on Cisco WebEx training center application to instructors delivering LVCs for the first time (Train the trainer).
• Designed and implemented a process to collect post class customer satisfaction surveys.
• Maintained an excel report to discuss class issues with various teams which helped in performance optimization.

Confidential

Technical Support Engineer

Responsibilities:

• Been the back line support for escalated issues pertaining to Symantec Security Applications.
• Manage system back up and virus removal for home and enterprise customers
• Handled subscription, activation and maintenance related concerns with customer's account.
• Training and mentoring technical support engineers on Symantec applications, process, tools and technical troubleshooting skills relevant to the desk.
• Worked in the pilot training and testing for Norton360 application.

Confidential

Customer Service Representative (Tech)

Responsibilities:

• Being the first point of contact for AOL’s ISP related technical issues.
• This profile required strong communication skills and customer handling skills.
• Worked on Installations and uninstallation of AOL software and troubleshoot any connectivity related issues in a timely fashion.
• Undergone various trainings on ISP, VPN and Networking.

Confidential

Programmer

Responsibilities:

• Worked as a programmer and developed applications for domestic business clients based on C++ and VC++.
• Creating test plans and writing/running automated test scripts to pinpoint software defects, track bugs, close open defects and validate functionality.
• Applications included accounting software, punching systems, internal messengers and FTP tools.
• Clients included small and medium business units in India.