Skills summary

Business Analysis

Requirements capture and prioritization, Business Process Model and Notation BPMN 2 , Process documentation, Knowledge Management Systems, Supply Chain Management SCM , Financial Services, CFDs, Spread Betting, Insurance, Medical Services, Outsourcing, Telecommunication, Public Sector, Energy, and Gas Industry experience

Account Management:

• Senior Internal and External Stakeholder Management, Commercial Negotiations, Quality Reviews
• Testing: V model methodology, Test Case design, Test Planning and Schedule Maintenance, Test Data Preparation, Test Report Writing and Metrics Presentation

Project/Team Management:

• PRINCE 2 Practitioner , AGILE SCRUM , MoSCoW, Waterfall methodology, Project Planning, Issue and Risk Management Highlight Reporting to Project Board, Team Planning, Checkpoint Reporting to Project Managers, Motivating and Coaching Team Members

TECHNICAL SKILLS SUMMARY

CRM:

Salesforce, MS Dynamics CRM 2011, MS Dynamics CRM 4.0, Siebel, SAP CRM 5.2, SAGE ACT, Pulse, Onyx, Eloqua, Exact Target Click Dimensions Marketing tool

Testing:

• TDD, BDD, Stress, UI, Unit, Integration, Regression, Functional, Performance, UAT, Knowledge of SDLC
• Testing Tools:
• Rally, JIRA, HP Quality Centre/ Test Director, Win Runner, QTP, Load Runner, IBM Rational Robot
• Project Management: MS Project, Visio, Knowledge of Project Management Life Cycle PMLC
• Reporting and Information Management:
• Oracle OBIEE 11g, COGNOS, MS Excel, MS Sharepoint, Hummingbird
• ETL Tool:
• Inaport, Scribe, Informatica
• Mainframe Technologies: DB2, File-Aid
• Databases: MS-Access, Sybase

Key Transferable Skills:

Business Objects

Employment summary

Confidential is a Microsoft Gold certified Black Belt partner. LAO the end client is mandated to provide high quality legal aid services in a cost-effective and efficient manner. The project involves implementing a MS Dynamics CRM 2013 Sharepoint integrated system to support clinics in improving service delivery to low-income Ontarians and managing workloads by streamlining existing workflows and processes.

• Documented Test Strategy and test cases including Unit, Functional UAT and test results in order to correctly guide and document subsequent testing activities and results
• Review and interpret all documentation related to testing, including business requirements and functional and design specifications, in order to provide input to the project team regarding the planning of testing activities
• Managed and conducted testing training activities with the LAO team.
• Adhere to Sure Step methodology

Confidential

POSITION: Business Analyst CRM

Confidential provider of home healthcare to NHS patients, support services to customers of Pharmaceutical and Insurance companies. HaH embarked on one of their largest ever Transformation Programmes incorporating Consolidation of regional offices, Construction of a new warehouse, automation and integration of CRM Multi-Channel Customer Services/Call Center , E-commerce sites, Document Management e-Docs and Warehouse Management systems. Migrated from Complaints Management System Q-Pulse to Salesforce Service - Cases

• Capture Customer Service Representative's user journey on CRM As Is and recommend To Be process using MS Visio
• Captured the supply chain delivery business processes and liaised with Movianto Supply Chain Distirbutor determined and established regional delivery KPI's SLA's.
• Gather user requirements, document business processes and requirements and translate them to specific software requirements
• Develop detailed descriptions of user needs, program functions and steps required for modifying systems
• Write UAT Test Strategy Plan documents, test cases and test results in order to correctly guide and document subsequent testing activities and results
• Manage and co-ordinate UAT activities
• Review and interpret all documentation related to testing, including business requirements and functional and design specifications, in order to provide input to the project team regarding the planning of testing activities
• Transformed Complaints reporting and escalation process by automating processes using workflows and triggers in the new system
• Prepared functional specification and made mockups using wireframe tool Balsamiq Mockups
• Evaluating the information gathered through workshops and surveys, business process description and task analysis
• Develop and execute system test scripts
• Evaluate development of new information systems to meet current and future requirements of the business
• Assist and train users who are experiencing difficulties with the use of system software
• Analyse performance indicators such as system response times, number of transactions per second to ensure that all systems are operating effectively
• Updating the Project Status reports and maintaining Issue Log

POSITION: Scrum Master

Confidential one of the largest diversified media and information companies. Its major interests include magazine, newspaper and business publishing, cable networks, television and radio broadcasting, Internet businesses. The primary purpose of this role is to act as a Scrum Master in the second phase of a major Advertising Sales System project and Salesforce CRM roll-out.

• Act as a Scrum Master for the current phase of the project, which focuses on delivery of a variety of configuration, development, data cleansing and business process items.
• Lead daily Scrum, Sprint Planning and Sprint Review meetings
• Assist with delivery of the project through system configuration, data reconciliation and training
• Facilitate requirements-gathering discussions with stakeholders and document requirements and processes
• Capture user journeys from the landing page to exit on Hearst maganize's portfolio of websites
• Prepare CRM requirements document and Status reports as requested by the Business Systems Delivery Manager
• Administer and configure the CRM and Ad Depot Sales System
• Evaluated, analysed and selected a Scrum tool
• Trained team members on Agile practices and methodology
• Managed vendor project resources and related budgets
• Data migration/data cleansing and data management
• Oversaw SOX Compliance
• Liaised with internal and external stakeholders and manage their expectations

POSITION: CRM Data Migration Consultant

• CRM to MS Dynamics 2011. In collaboration with a Microsoft Gold partner I assisted the client in Data Migration, end user training and application support services.
• Designing and performing tests to validate a range of key business software applications and data in order to eliminate bugs prior to release into the Live environment
• Data migration using ETL tool Inaport from Sage CRM system to MS Dynamics 2011
• Query and update the databases using SQL
• Test conditions, scripts, data requirements and determine the expected results
• Creating high-quality test data and executing test cases
• Attend defect review meetings to ensure incidents are understood and correctly classified/assigned
• Manage defects through to closure by retesting when defects are allocated back to system test, Conduct UAT sessions

POSITION: Business Analyst E-commerce

Confidential is a financial media organization. I joined the tail end of the first project requiring UAT for several E-commerce sites 'Checkout' payment functionality. Integration of Confidentialon hybris platform with Product Manager, offer Manager and other third party systems including Email Marketing tool.

• Documented the functionalities of the Ecommerce sites and portals including Confidential Captured online user journey Customer experience
• Conducted GAP Analysis to identify websites that need to be migrated
• Business Process Mapping by capturing As Is and To Be process through 1-2-1 meetings, conference calls and workshops
• Requirements gathering workshops with stakeholders
• Planning, managing and co-ordinating Testing activities
• Designing and performing tests to validate a range of key business software applications and data in order to eliminate bugs prior to release into the Live environment
• Attend defect review meetings to ensure incidents are understood and correctly classified/assigned
• Participate in daily scrums, sprint planning and product backlog meetings
• Manage defects through to closure by retesting when defects are allocated back to system test, coordinate Testing activities and conduct UAT sessions

POSITION: Project Manager

Confidential is a leading provider of CFDs and spread betting in the Confidential A greenfield project involved analysing existing business processes and systems, gathering and evaluating the requirements, change management, recommended implementation of CRM to enhance automate marketing, sales and customer service capabilities. Manage and improve users Salesforce CRM experience.

• Analyse, review and document business functions, operating models, systems and processes
• Create viable specification and acceptance criteria in preparation of deliverable for business change
• Provide CRM implementation Consultancy to Sales, Marketing, Compliance and Customer Services teams
• Prepare Request for Proposal RFP/RFI , including a Proof-of-Concept phase
• Prepare CRM roll-out strategy including administration, customization configuration
• Identify process improvements and guide users in change by capturing 'As-Is' and recommending 'To-Be' process
• Documenting and maintaining the identified integration requirements
• Educate the Stakeholders with various functionalities of CRM particularly Reports Dashboards, Web to Lead, Web to Case, Triggers, Email Alerts, role hierarchies and organization wide defaults
• Provide consultancy on range of CRM functionalities, customization and integration requirements
• Advise on adoption Reports Dashboards and integration of CRM with the BI and Marketing tools, phone system CTI , SQL database, Trading Application and several in-house and vendor applications
• Stakeholder Management including Director, Head of Sales, Customer Services Manager and Marketing Campaign Manager

POSITION: Project Manager

Confidential is Insurance, healthcare and medical services provider globally. Implemented a global CRM Salesforce package and worked with local and regional business units.

• Ensure that business requirements for the new system are captured, understood and prioritized in agreement with stakeholders across the group applying business methodology to resolve conflicting interests.
• Design test cases and expected results to ensure requirements are correctly met
• Identify and document changes User Stories to the application flows that will be necessary to support business requirements within and downstream of the reporting application
• Managing, Co-coordinating and scheduling Testing activities including UAT CTI, Single Sign On, Salesforce Offline, Salesforce Mobile,Salesforce Outlook
• Ensure smooth transition Change Management from old legacy system to the new one and minimize impact on business and users.
• Established a CRM framework that can work across all products and business units
• Map key connections in utilization of customer data and minimize the risks of inappropriate/conflicting usage
• Influence and affect changes particularly in the resolution of issues and improvement of service
• Prepare and review new system end user training material including Computer Based Training CBT modules and also providing Instructor led classroom training
• Report progress to CRM Project Director against plan to Stakeholders on a daily/weekly basis.
• Liaise with offshore delivery team in India

POSITION: Business Analyst

• Identifying and documenting business processes and requirements individually and in a group surrounding, e.g. via workshops
• Prepare functional specifications initially but later switched to user stories in BDD environment
• Business Process Mapping Swimlanes by capturing As Is and To Be process through 1-2-1 meetings, conference calls and workshops
• Define Evaluate impact of change requests Salesforce Oracle OBIEE 10g integration
• Defined and Created glossary of Data Standards
• Identify regional CRM requirements and promote enhancements
• Prepare UAT scripts for testing and coordinate user acceptance activities
• Participate in Sales Effectiveness, Agile Scrum, Sprint planning and Product Backlog meetings
• Salesforce administration and User Training to teams in different Business Units
• Liaise with the Technical Architects, Sales and Marketing Teams
• Stakeholder Management including CIO, Programme Manager, Finance, Sales Marketing Managers
• Report progress against plan to Stakeholders on a daily/weekly basis.
• Co-ordinate with teams located offsite and offshore
• Drive and lead analysis of business and data requirements
• Customizing and Configuring SAGE CRM
• Design CRM layouts particular for each campaign
• Data Deduping, Mapping including importing data in to CRM and exporting data in to Excel
• Develop and maintain bespoke databases and document templates
• Report writing and statistical analysis including commentary on data
• Data Migration to Salesforce
• Provide recommendations to the business based on CRM performance and business process improvements
• Stakeholder Management including Programme Manager, Sales and Finance Managers
• Troubleshoot and provide CRM technical support to the Demand Management Team and Clients, as required, by telephone and email
• Train Call Center teams including Sales, Marketing and Finance teams

POSITION: Analyst

Implementation of new Information Management System, Siebel, COGNOS Data Warehousing and Workflow solution to improve customer service. Subsequent data migration of millions of customer accounts from all the legacy systems onto the new system.

• Analyse and Test cases using predefined specifications in various interfaces such as Siebel, COBOL, Operational Analytics, Outbound and Inbound databases and UI testing
• Test conditions, scripts, data requirements and determine the expected results
• Understand and interpret information from Entity Relationship diagrams
• Creating high-quality test data and executing test cases
• Defect Management including logging and escalating defect using HP Quality Center
• Data Analysis, Extraction and Customisation using MS-Excel
• Query the databases including DB2 using SQL
• Entered data in DB2 tables and Edited the input files to enter proper data using File Aid
• Completion of daily test data requests according to priority including the initial analysis the data request/defect to ensure request is complete and can be delivered on time
• Daily reporting of status of data requests to team leader/ project manager using MS-Excel and MS-Sharepoint