PROFESSIONAL SUMMARY:

• Experienced professional with around 14+ years of overall experience in Information Technology. 9+ years in Business Analysis & 4+ years as a SM/PM.
• Strong experience in Salesforce, MS Dynamics CRM and Siebel.
• Well versed with Agile / Scrum / Waterfall and Iterative SDLC models.
• Extensive experience working on large Global roll - outs, multi-technology projects and OCM projects.
• Adept in handling end-to-end solutions in Agile and iterative waterfall implementations - requirement gathering & analysis,, designing, testing, de-bugging, documentation and roll-out.
• Key CRM Functional Areas experienced in: Sales - Lead & Opportunity Management; Marketing - Campaign Management; Service - Service Request management; Account management; Contact Management; Agreements & Entitlements; Order Management, Case Management; Loyalty - Reward Programs & Promotions Management.
• Excellent verbal and written communication skills make me comfortable interacting with C-Level Senior Executives, Business Leaders, PMO members, IT and Business project team members.

TECHNICAL SKILLS:

Technologies worked on: Salesforce.com; Salesforce - Financial Services Cloud; MS Dynamics CRM; Siebel CRM; Oracle BI; SSRS

Domain Experience: Finance (Retail Banking; Priority & Business Banking); Retail; Public Sector (Government - DoT; Commerce & Industry); Hi-tech- Printing Solutions Services; and. Telecom (Wireless, Wireline & Broadband);

WORK EXPERIENCE:

Confidential, San Francisco, CA

Sr. CRM Systems Consultant

Environment: Salesforce - Financial Services Cloud Winter'18

Responsibilities:

• Act as a liaison between client area, technical organization, and other affected areas by planning, conducting, and directing analysis of highly complex business problems to be solved through strategic cloud based Financial Services cloud CRM solution.
• Create and prioritize product backlog features/ spikes/ user stories.
• Manage SFDC security controls including roles, profiles, sharing rules & groups
• Producing business and functional requirements for large and complex integration projects.
• Review system object models and overall data model, resolve gaps with Solution Architect.
• Act as an internal consultant within technology and business groups by evaluating current processes and recommending new Salesforce solutions that reduce cost of extend current capabilities.
• Lead discussions with multiple line of businesses and groups within Confidential .

Confidential, Portland, OR

Scrum Master/ Sr. BA

Environment: Salesforce - Sales Cloud Winter'18

Responsibilities:

• Lead project from Kick-off, to initial project backlog creation and planning activities through demonstration and release deployment with responsibility for all aspects of the teams’ productivity for all phases of the project.
• Work with Business stakeholders (Directors & VPs), across 11 Business Units and understand Sales requirements and effectively plan & deliver project.
• Facilitate scrum ceremonies for the team (Daily Stand-up, Planning, Retrospective, Grooming & Review/Demo) for the SFDC-Outlook integration project.
• Administration tasks including access management, permission sets, role assignments, uploads, data backups.
• Support internal user administration - permissions, access and general usability questions.
• Manage SFDC security controls including roles, profiles, sharing rules & groups
• Work with Product Owner and Business to prioritize product backlog features/user stories for Enhancement requests.
• Manage multiple/concurrent work streams end-to-end. Utilize project coordination expertise and tools, like JIRA to support upstream and downstream teams throughout SDLC.
• Setup new users based on Roles and Profile. Deactivate Users as requested.
• Manage release plans, iteration plans and status reporting for the designated project.
• Vendor evaluation - RFI/RFP, PoCs, Product Demos
• Drive business readiness, organization change management with Business Owner - communication plan, rollout roadmap, coaching & end user plan.

Confidential, Seattle, WA

Product Owner/ Sr. CRM Consultant

Environment: Salesforce; Oracle Siebel 8.2.2; Oracle 11g; OBIEE 11g

Responsibilities:

• Work with different Business stakeholders, cross functional teams and understand Marketing requirements and effectively plan & deliver campaigns - Acquisition and Engagement, Newsletter, 1:1 Marketing.
• Product Owner - CRM - Marketing & Loyalty systems. Modules included: Segmentation; Loyalty Programs; Marketing - Campaigns, Offers, Treatments, etc. Coordinate Change Management/Enhancement with the development team.
• Monitors, reviews and maintains the sprint backlog and project backlog as necessary in coordination with business and other team members.
• Ensure development stories, acceptance criteria, assumptions, and all related documentation are timely and complete, supporting development, testing, and user acceptance activities.

Confidential,

Sr. Project Manager

Environment: Siebel 8.2.2 - Public Sector; Oracle ADF 11g; Oracle SOA 11g; Oracle BPM 11g; Web logic Server 10g; Microsoft SQL Server R2008; Microsoft SSRS R2008; JIRA

Responsibilities:

• Collaborate with Product Owner and SMEs to develop, plan, analyze, evaluate and assign priorities to user stories & deliverables.
• Lead & design the functional solution across the systems Oracle’s Siebel CRM, Oracle BPM, Oracle FMW & SOA.
• Monitors, reviews and maintains the sprint backlog and project backlog as necessary in coordination with business and other team members.
• Ensure development stories, acceptance criteria, assumptions, and all related documentation are timely and complete, supporting development, testing, and user acceptance activities.
• Drive business readiness, organization change management with Business Owner - communication plan, roll-out roadmap, coaching plan & plan. Support OCM initiatives and Risk Management
• Manage release plans, iteration plans and status reporting for the designated project.
• Provide inputs, document requirements and support the design and delivery of programs
• Define & measure success metrics, monitor change progress & report to IT sponsor & C Level Business Leadership.
• Lead the QA effort - Functional Testing, SIT, Pre-UAT & Support UAT.

Confidential

Sr. Project Manager

Responsibilities:

• Identify new business development opportunities for the CRM practice by ensuring a healthy pipeline/ funnel of prospects.
• Ensure that regular relevant communication is made with potential CRM clients across the global markets the company provides services in essentially USA, UK, UAE and Australia.
• Speaker at events like CXO Summit (Dubai & Abu-Dhabi) & CRM & Banking (Dubai & Abu-Dhabi).
• Respond to RFPs. Prepare Cost and effort estimations.
• Design & deliver product workshops (Siebel Open UI, MS Dynamics CRM, etc)

Confidential

Scrum Master/Lead Business Analyst

Environment: MS Dynamics CRM

Responsibilities:

• Understand customer requirements, business challenges, the overall architecture, technology landscape and put the best Project management experience to arrive at tangible deliverable within the agreed schedule, cost and quality.
• Facilitate scrum ceremonies for the team (Daily Stand-up, Planning, Retrospective, Grooming & Review/Demo).
• Negotiate with the stakeholders on the rational of estimates and get the sign off.
• Implement process mechanism for Project Quality Assurance.
• Collaborate with client Product Owner and SMEs to develop, plan, analyze, evaluate and assign priorities to user stories & defects.
• Coordinate all functional/business meeting and interface with business units, staff and service providers (third party vendors).
• Develop relationship with client personnel, internal project Stakeholders and other Business Units in organization.
• Lead the QA effort - Functional Testing, SIT, Pre-UAT.

Confidential

Sr. Business Analyst

Environment: Siebel 8.0, Oracle 10g, JDE, Oracle BI EE, Quality Center, Visio

Responsibilities:

• Lead gap identification and analysis sessions for assigned functional areas - Service Agreements (Warranty & Entitlements); Service Requests; Orders and Activities (Exchange; Replacement; Depot Repair). Identify potential OCM activities.
• Responsible for documenting and solutioning gaps for all the three Latin America geographies (40 countries).
• Conduct End-to-End Pre-cycle & Cycle 1 testing for all LA geographies and support Cycle 2 and UAT test cycles.
• Assist SMEs in Brazil with documentation creation.
• Train the trainers & SMEs (12 users) for the Latin America deployment & Train users for the EMEA deployment (45 users). 2. OBIEE
• Analyze KPIs (for the areas: Call Center, Service, Contracts/Agreements, Business Development, Service Engineering) and define report requirements.
• Responsible for Requirement Engineering - Requirement Elicitation, Analysis, Requirement Specification, Validation and Management.
• Analyze and design report layouts and build report mock-ups.
• Support Technical Architects during the design phase - Analytics project.
• Submit/review Change Requests as needed.
• Prepare UAT documentation - Capturing Purpose, use, benefits, and mitigating actions of each report.
• Build material - presentations for Class room, functionality user guides and quick sheets.

Confidential

Business Analyst

Environment: Oracle Siebel 8.2.2; Oracle 11g; OBIEE 11g; JIRA

Responsibilities:

• Conducted requirement gathering and verification sessions with client core team and stakeholders.
• GAP analysis between the As-Is and To-be process.
• Created Functional Requirement Specification Documents. Functional areas included- Order Management, Accounts, Contacts, Quotes, Product Availability, Customer Qualification..etc.
• Analyze user requirements, existing business processes, and problems to automate processing or to improve application.
• Created Use Cases, High-level and detailed process flows and System flows.
• Facilitate review sessions with Architects (Design Team), off-shore Development & QA teams for all the Functional Requirement Documents.
• Participate in JAD (Joint Application Development) sessions & provide functional design inputs.
• Serve as Single Point of Contact for client regarding assigned functional areas (through implementation).
• Review Functional Design Specifications and provide feedback to Design Team.

Confidential

Assistant Manager

Responsibilities:

• Was involved in various change management activities for both tracks Process & Application (IT).
• Documented Process & Application Gaps (process flows, system flows), Identify Gap Solutions (Process), Process Change impact assessments, material development, Final Business Procedures Manual.
• Participated in Business process re-engineering sessions.
• Involved in plan creation and users.