SUMMARY

• Around 7 years of diversified experience in areas like Business Analysis, Finance, Banking, Healthcare.
• Expertise in Software Development Life Cycle SDLC , Object Oriented Analysis and Design Methodology.
• Extensive experience in the call center and telecom/finance environments
• Experienced in complete AGILE, RUP, SDLC, Client /server architecture providing a well balanced understanding of business relationships, business requirements, worked for financial and technical solutions and help the team at all levels until final product release.
• Good understanding of Project Process and ability to analyze business problems and identify solutions.
• Worked extensively with the team to meet business requirement and analyzing workflow.
• Experienced in creating Business Requirement Documents, User Requirement Specification, Functional Requirement Specifications.
• Experience designing and developing SQL statements and queries for Oracle Sybase and SQL Server 2000 database. Prepared documents to conduct user acceptance testing.
• Skilled in determining system requirements and specifications for application development projects with emphasis on User Requirements and Functional Requirements through user interviews.
• Well versed in Process Narratives, Flow charting Techniques using UML, and Good Documentation Practices.
• Experienced in developing Object Oriented Analysis and Design Models Use Case Model and UML.
• Well versed in project management tools like MS Project for project planning, Project scheduling.
• Good Knowledge of Unified Modeling Language UML , Class Diagrams, Use Case Diagrams, Activity Diagrams, Sequence Diagrams. Participated in preparation of root cause analysis RCA documents
• Assisted QA team in developing Test Scripts, Test Cases and Test Plans for the User Acceptance testing.
• Proven ability to work under pressure, prioritize and meet deadlines. Open to dynamic work environment and ability to work collaboratively with business analysts, testers, developers and other team members in the overall enhancement of software product quality.

TECHNICAL SKILLS

• Operating System: Win 95/98/NT/2000/XP, UNIX
• Languages: C, C , HTML, SAS
• Software/Database: MS-Access, Oracle PL/SQL, ASP.NET, SQL Server, DB2
• Web technologies: HTML, XML, Macromedia Dream Weaver, MS-Front Page
• MS Office Suite: MS Word, MS Excel, MS PowerPoint
• Modeling tools: MS-Visio, Rational Rose
• Project Management Tools: MS-Project
• Methodologies: SDLC, Object Oriented Analysis and Design OOAD , Rational Unified Process
• RUP , Unified Modeling Language UML ,Agile/Scrum Rapid Application Development RAD , Joint Application Development JAD

PROFESSIONAL EXPERIENCE:

Sr. Business/Systems Analyst

Call Center Management System

It is a web-enabled system through which Call Center Executives input their incoming call data depending upon the nature of call and category. Involved in multiple small and medium level projects such as restructuring of their intranet content, inclusion of applications such as web-based ordering system, centralized repository of all client contracts, VOIP implementation. Developed process flow maps of existing accounting process and suggested alternatives to track operational invoices for anomalies and generate automated approvals for operations payments.

Responsibilities:

• Functioning also as a Voice Response Unit analyst by supporting the Genesys Call Center application.
• Loading staging tables on Teradata and further loading target tables on SQL server via DTS transformation Package. Studied and assessed the clients systems and business processes.
• Continually improved operations by conceptualizing and implementing tools, using technology, towards efficiency and increasing productivity. E.g.: Pivot tables for expense reports, automated toolkits, scripts for batch processes, identifying and terminating redundancies in daily functions, develop centralized database for client service contracts.
• Client/Vendor interaction: Evaluated lease contracts, performed negotiations and oversaw support operations for external offices
• Collected requirements from cross functional business community. Completed a thorough customer analysis and prepared a Request for proposal RFP document and got the shortlisted vendor document signed off.
• Finally CRM was decided upon by the stakeholders among shortlisted as final implementation customer.
• Developed IVR application for delivery notification of customers shipping information via out going phone calls, including carrier name, tracking info also allowing an escape to customer service use a follow the sun timing program as to deliver the info at an appropriate time.
• Conducted individual and group JAD sessions with business stakeholders and technical units
• Utilized Rational Unified Process RUP to configure and develop process, standards, and procedures and create a Business requirement Document.
• Involved in Crystal Reports, SQL, Omniture, HBX / Visual Sciences and various reporting and analytical tools .
• Analyzed requirements and created BRD, Use case, Process flows, Use case diagrams using MS Visio.
• Utilized corporation developed Agile SDLC methodology. Used Scrum Work Pro and Microsoft Office software to perform required job functions.
• Establish documentation for agile methodology for implementation with water-fall-centric development team.
• Developed project delivery schedule, managed projects and identified resources to successful completion
• Analyzed all aspects of the order processing lifecycle, starting from initial order entry and welcome call to the first billing and designed the system in such a way that the complex orders could be easily identified and monitored.
• Created process flow diagrams to reflect underlying business processes for existing self-service options and as well as the proposed business process flow, using MS Visio
• Ability to define use case by drawing use case diagram using Visio and define the use case descriptions.
• Reports were displayed and derived through the use of .NET technology ASP and VB , Crystal Reports, AS/400, SQL, and Excel spreadsheets.
• Implemented VoIP and IVR technology between corporate offices and converted contact centers.
• Assisted Test Lead, Testers understanding business process and helped them for successful completion of Unit Testing, Integration Testing and Requirements Testing
• Played a major role in developing the Design Documents for the Developers.
• Communicated with upper management to help define requirements, designs, and develop prototypes
• Designed and developed Use Cases, Activity Diagrams and Sequence Diagrams
• Streamlined clerical work processes and mapped to the automated system
• Functioned as the primary liaison between the business line, operations, and the technical areas throughout the project cycle.

Environment: Business Objects, IBM DB2/UDB Universal Database Oracle 8/9i, MS SQL Server 7.0, MS Visio, HTML, XML, UNIX, Windows NT, Sybase, MS Visio, Agile, Scrum MS Excel, Crystal Reports, MS PowerPoint, MS Access.

Confidential

Business Analyst

Customer has the option to transfer funds between different accounts, check their transaction details, schedule payments, pay bills, and send online requests to banks. The Application was tested with Rational Tools. The payers' user will be able to view, dispute, avail discounts and make online payments. The EPS product will perform the ACH Payment processing on behalf of the billers.

Responsibilities:

• Reviewed existing functionality of online trading Stocks ETF's , Options Exchange Traded , MF's and Bonds to prepare for ported use of myFi CPB. Overhauled necessary components and reworked existing processes to increase performance and reliability on par with expected additional volume.
• Assimilated the Business requirements from myFi, CPB and Benefits Access to formulate their version of Online Trading Application with their own compliances.
• Garnered insights on present framework and laid out the client centric application Presentations .
• Worked extensively with Risk Management, Mortgage Loan Servicing, and Commercial and Residential mortgage, CMBS, MBS
• Worked on billing system a cash management module and enhanced the encrypting standards that are required for the application.
• Worked with SMEs to understand various assets and security classes, exchange traded derivatives such as futures, options on futures, equity options and index options , OTC derivatives and portfolio allocation and management.
• Developed Automation Test scripts using Perl to install the application on the Remote system.
• Flexibility and demonstrated ability to learn Java, C , Query Languages and Agile Methodology.
• Built a restricted security tool for the IMS group to allow for RT blocking of specific securities in the case of last minute reorganizing issues. Performed Competitive Analysis on different online trading applications like GS, MS, SCHW etc,
• Utilized agile methodology to manage projects to deadlines and schedules.
• Experience designing and developing SQL statements and queries for Oracle and SQL Server 2000 database.
• Performed Risk and Loss Mitigation, GAP analysis and Web Development for several projects to enhance the application. Business Process Re-engineering Reverse Engineering was performed on trading messages to churn out the Key-Business Logic KBL's .
• Defined SQL statements for product specific ETL specifications.
• Prepared project progress reports, communicated and interacted on a regular basis with the project manager and team members utilizing Agile Scrum sessions and other reporting methods.
• Worked with SME's in Europe, to finalize the layout of the new Work-flow diagram. Also, the design wire frames was re-formulated.
• Utilized corporation developed Agile SDLC methodology. Used Scrum Work Pro and Microsoft Office software to perform required job functions.
• Determined and Drawn the preferred flows for OMS Charles River , TMS figuration, BOSS and MEO for financial instruments Stocks, bonds, Options, Mutual Funds, Preferreds, etc with the consideration of Web discounts, daily trading account value, margin requirements, IRA accounts, trading limits, Lead-Ins and Lead-Outs, GLAS Gain Loss Analysis Systems , Confirms, Settles, Trade multiplier, etc. on MS Visio.
• Managed Cross Team Collaboration and Offshore Testing team.
• Other areas include enhancements in Portfolio, Account setup, Content management, E-delivery and prepared Quick reference guide for CPB clients.

Environment: JAD, MS Project, UML, Scrum, Rational RequisitePro, C , MS Visio, MS Project, SQL, MS Office Suite, GUI, Agile, Perl, Project Management.

ConfidentialBusiness/Data Analyst

It offers retail banking, corporate and institutional banking, asset management, and global fund processing services. Utilized advanced skills and knowledge in each department to resolve the most complex of customer issues. Provided resources and answers to meet all necessary business objectives. Supported several teams of representatives in a call center environment. Developed grass-roots customer information and disputing systems. Filed and fully investigated all disputes accordingly.

Responsibilities:

• Captured and made executive presentations of the issues and risks inherent in as-is process for review by senior management. It included strategic recommendations for process improvements re-modeling of Call Center to enhance Member satisfaction leading to Member retention.
• Extensive Data Warehousing experience using Informatica as ETL tool on various data bases like Oracle, SQL Server, TeraData, MS Access.
• Interviewed Business Users to gather Requirements and analyzed the feasibility of their needs by coordinating with the project manager and technical lead.
• Conducted extensive requirement analysis using Rational requisite pro
• Performed business using casewise modeller
• Thoroughly studied the requirements for the process re-engineering
• Captured requirements for Biztalk messaging server.
• Facilitated daily scrum meetings and managed task board with user stories and board.
• Advanced ad-hoc and standard report development, including data analysis through the use of Oracle Discover, Business Objects, TOAD, Excel, Access, SPSS, SQL, and Oracle Reports.
• Provide system administration and support for centre telephony and related systems. These include GTI, Avaya Definity, Concerto Dialer, Voice Recording System, and IVR.
• Prepared Business Requirement Documents BRD's after the collection of Functional Requirements from System Users that provided appropriate scope of work for technical team to develop prototype and overall system.
• Used SDLC System Development Life Cycle methodologies like the RUP and the waterfall.
• Developed UML Use Cases using Rational Rose and developed a detailed project plan with emphasis on deliverables.
• Insured Scrum framework was properly followed by team during transition to Agile methodology.
• Interacted with users for verifying User Requirements, managing Change Control Process, updating existing Documentation
• Designed flexible project foundation enabling rapid implementation of e-commerce website capabilities
• Created relationships in Requirement Traceability Matrix linking Business Requirements to Functional requirements and Functional Requirements to Systems Requirements.
• Conducted Joint Application Development JAD sessions with IT groups. Identified the Key Changes, and participated in Stakeholder Management to communicate effectively with them
• Facilitated the User Acceptance Testing UAT of the application by working with users and documenting gaps in the beta version of the application.
• Developed and Documented timelines for Project Delivery, and managed Projects and Resources to successful completion.
• Organized Joint Application Developments JAD sessions, SCRUM meetings and Joint Requirement Planning sessions JRP , walkthrough, Interviews and Rapid Application Development RAD sessions with end-user/clients and the IT group.
• Prepared graphical depictions of Use Cases, Use Case Diagrams, State Diagrams, Activity Diagrams, Sequence Diagrams, Component Based Diagrams, and Collateral Diagrams and creation of technical design UI screen using Microsoft Visio.
• Involved in daily Scrums to determine the status of the project and impediments if any.
• Worked on Documentum for Version Controlling, to maintain up to date changes in the Documents.
• Assisted to develop the Test Plan, Test Cases and Test Scenarios to be used in testing based on Business Requirements, technical specifications and/or product knowledge.
• Conducted User Acceptance Testing, gathered and documented User Manuals and Business Rules.

Environment: Borland CaliberRM, Unix,Agile, scrum, Documentum, Windows NT/XP, Oracle, SQL Server, Business Objects, TestDirector, LoadRunner Rational Rose and Requisite Pro, MS Visio, MS Project, UML, XML, Rational Clear Quest, Rational Clear Case, RUP, Microsoft Excel, Microsoft Word, Microsoft Power Point.

Confidential

Business Analyst/ Systems Analyst

Revised a business case document utilizing 6sigma concepts for the implementation of an IVR/CTI solution for an Appointment Advice Call Center, reducing initial estimates by 6M Developed current Architectural diagram of entire system IVR/CTI/PBX/Symposium/NICE/Desktop Integrator and worked on a micro end to end info flow process, from Call Center to Medical Office Buildings, including all impacted systems/non-system interactions.

Responsibilities:

• Interacted with the SME's and Stakeholders to get a better understanding of client business processes and gather business requirements
• Followed AGILE methodology.
• Conducted Business Requirements, Functional and Technical meetings with Business groups.
• Extensively involved in maintaining requirements traceability and communicating any changes to these requirements to different business groups and programmers.
• Actively interacted with different business groups to perform Gap analysis to identify the deficiencies in the system by comparing the actual objectives with the system objectives desired.
• Used MS Visio for Process modeling and Business Process flow diagrams.
• Analyzed the current requirement process, identify problems, and made recommendations to improve the process. Performed Business process modelling using VISIO.
• Managed and tracked change control process of requirements and design changes. Documented the changes, issues and their impact on the system design and delivery.
• Facilitated JAD Sessions to develop a solution that the system meets the business requirements.
• Prepared presentation on system requirement methodology and proposed system requirement document to improve the way of writing the requirements.
• Applied Agile SCRUM and conducted Sprint Planning meeting, stand up meetings, retrospect meeting and created spring backlog.
• Used CMTS Change Management Tracking System to keep track of requirements in progress, and estimated and actual time for requirements.
• Experience in reporting and analysis of data using tools like Crystal Reports, Business Objects Etc.,
• Participated in TRB Technical Review Board meetings to get reviewed and signed off the requirement documents. Create Technical Design Specifications, ETL workflows and Data Mapping spreadsheets for each system Interface.
• Analyzed and translated business requirements into system specifications utilizing UML and RUP methodology
• Involved in a report writing tool called Brio to generate reports in PDF format
• Assisted the PM with time allocation using MS project
• Managed changes using rational clear case, and maintained traceability in MS Excel. Participated in discussion on regression testing, release and non-release testing, and positive and negative testing.
• Prepared Presentations in MS Powerpoint
• Conducted UAT and Regression testing and performance testing, Software quality standards and Software quality Matrices. Created User manuals and trained the end users

Environment: Microsoft Office Suite, iRise Studio, AGILE, Scrum, Unix, Documentum, Windows NT/XP, SQL Server, Sybase, VBScript, C . DOORS, C , NET, ASP.NET, Business Objects, Crystal Reports, TestDirector, LoadRunner

Confidential

Business Analyst

The market insight from these statistics is becoming increasingly important as manufactures contend for consumer's attention.

As a Business analyst, I am tasked with business performance management and implementing strategies to maximize use of the companies resources. A large component of the position involves superintending a detailed multi-dimensional budget and maintaining an associated business intelligence system.

Responsibities:

• Involved in Inception Phase and prepared vision statement and initial data models that contain Business Requirement Documents and supporting documents that contain the essential business elements and detailed definitions.
• Working with clients to better understand their needs and present solutions using structured SDLC approach.
• Gathered user and business requirements through open-ended discussions, brainstorming sessions and role-playing.
• Met with client groups to determine requirements and goals. Utilized Rational Unified Process RUP to configure and develop process, standards, and procedures and create a Business requirement Document.
• Documented the user requirements Analyzed and prioritized them and converted them as system requirements that must be included while developing the software.
• Experimented with various SDLC methodologies Agile, Scrum and RUP to increase visibility and control during different phases of software development involving global teams.
• Documented the division's business processes and business rules for work plan scheduling and resource management through a Rules of Engagement deliverable to improve clarity within the solutions organization and to assist business units in provisioning new work within the enterprise.
• Suggested web security using encryption and authentication technologies for reporting and complaint filing procedures. Followed the guidelines of AGILE methodology
• Worked extensively with MS Office applications including MS Project, Power point, and MS excel
• Created Mock-up forms in MS word for better visualization and understanding of the software solution.
• Experience as an external e-commerce solutions provider. Scheduled meetings with developers, System Analysts and testers to collaborate resource allocation and project completion.
• Authored progress and completion reports which were then submitted to project management on a weekly basis in MS project. Provided Business Requirement Documentation BRD for the customers after thorough market and technology research and by analyzing current market trends.
• Conducted GAP Analysis between the legacy reports and the New Built report to incorporate all the necessary information in the new report.
• Used Scrum methodology for the SDLC.
• Used Iterative Software Process for the development of the Reports.

Environment: Java, J2EE technology, Windows 2000 Advanced Server, Scrum, Business Objects, MS Visio, RUP, Agile, Rational Rose, Rational ClearQuest, Rational ClearCase, Rational requisite pro, rational test manager, Rational Robot.