SUMMARY:

• Over 12 years of experience as Business Analyst and Business System Analyst managing complex and high stakes challenges
• eCommerce, CRM, CPQ are current core areas for all work experience working mainly in Salesforce along with Oracle BigMachine, Concept Wave
• As a business solution consultant collaborates across multiple stakeholder groups to define current and future state of business processes, identifying gaps, improvements and risks, suggesting glide paths and driving towards end - to-end solutions to enable and enhance customer’s dynamics business around the globe and realize the tangible benefits.
• Led Business Analyst teams for many innovative transformation models for enterprise customers throughout the globe through different project management methodologies like Agile, Waterfall.
• Experienced in heading large, multi-project environments managing Business Planning for Budget, Resources, Customer Engagement, Contracts, Quality, Billing, achieving targets
• Majorly holds telecom domain experience along with diverse experience in IOT, inventory management, data warehousing with strong software development background.
• Worked with customers like Verizon, AT&T, Megapath, Vodafone, Telecom New Zealand, British Telecom, Pepsi

ACHIEVEMENTS:

• Led business analyst teams for MegaPath, Verizon, and Vodafone Qatar from Tech Mahindra for eCommerce, Point of Sales, Portal Consolidation, Customer Experience, new product launch, service fulfilment, service assurance.
• Participated in PepsiCo technical and operational assessment and provided IOT business case with over $200 Mil over 5 years in beverage area and around $700 M over 5 years in all possible points of sales in Farm to Fork E2E perspective.
• For ATT process consulting assignment for ATT Enterprise order management building propositions for productivity improvement path giving with $26 mil annually savings. For consumer working for the transformation project to provide streamline solution to reduce dependency & constraints for future product launches.
• Led BPM consulting team to define customer experience framework for Telecom New Zealand Retail vertical. Along with framework provided improvement glide path providing $3 mil annual savings
• Headed BPM group for BT Wholesale vertical managing more than 70 resources. Led the teams to achieved maturity rating of CMM Level 5 for the vertical within TechM implementing continuous improvement & knowledge management. Provided services to BT from BPM’s diverse product portfolio like process analysis, operation process ownership, high level designs.
• Provided quarter on quarter improvement on FTEs and offshoring activities like transitioning back office operations, business analysis. Provided various propositions leading to zero people intensity in BT Wholesale vertical
• Transitioned 20 projects from UML, LOC, unformatted software sizing methodologies to IFPUG Function Point Analysis methodology when BT Quality group standardized on the process

TECHNICAL SUMMARY: DOMAIN / Functional Knowledge:  E-commerce, IOT, CRM, Telecom Consumer, Retail & Enterprise, Configure Price Quote (CPQ), Retail Point of Sales, Portal Consolidation, Service Fulfilment, assurance, Inventory, Logistics, Telecom Network Technology like Satellite, ADSL, ISDN, VOIP, IP, MPLS and eTOM frameworks, BPMN 2.0, Lean Six Sigma methodology, ITIL components like Incident Management, Fulfilment, Change Management, Release Management, Configuration Management

Salesforce.com: Sales Cloud, Service Cloud Oracle Siebel, ConceptWave

Salesforce Business Processes:  Service Requests and Activities, Opportunities, Quotes and Proposals, Order Management, Campaign Management, Case Management, Contract Management, Pricing, Approval work flows, Partner portal, Agreements and Entitlements

Salesforce Modules:  Sales Cloud Salesforce automation including Leads, Web to Lead, Accounts, Contacts, Opportunities, Contracts, Forecasting, PriceBooks, Products, Partner Portal, Quotes, Data Loader Service Cloud Cases, Solutions, Ideas, Customer Portal, Customer Self Service portal, Web to Case, Email to Case, Knowledge base, SLAs Custom Cloud Custom object development, Customer Portal, Sites Salesforce AppExchange Modules

Quoting Solution: Big Machines

Tools & Utilities:  SPARX Enterprise Architect, VISIO, ARIS (IDS SCHEER), MS Project, MS Excel, MS Word, Power Point, Requisite Pro, HP Quality Center, J Developer Studio (XSD changes), JIRA, Rally and Technology Delivery Platform (TD Platform) for Agile

Other Development Environments:  Oracle, Concept Wave, Power Builder, SQL*Plus 3.1, SQL*Forms 4.5, Fox Pro 2.5, ASP.NET, HTML, XML, XSD, CSSPROFESSIONAL EXPERIENCE:

Confidential

Richardson, TX 

System Analyst

Responsibilities:

• Managing and creating system requirements for ecommerce shopping as a system analyst in Agile environment.

Redmond, WA

Business Analyst

• Worked on BPM program to institutionalize the BPM concepts and process modeling in operations. As a part of this responsible for BPM training and providing BPM consulting on BPMN 2.0 and SPARX Enterprise Architect tool.

Somers, NY

Sr. Business Consultant

• PepsiCo invited Tech Mahindra to perform operational and technical assessment for their ambitious program for Internet of Things (IoT) for their beverage retail area. They asked to identify cost saving, new revenues and provide business case with technical roadmap. Following approach was used to define business case around $200 mil business benefit in beverage area and around $700 mil business benefit considering all point of sales in farm-to-fork. Activities to achieve the business case were understanding vision, mission, As-Is state, building foundational components - Strategic themes, Value propositions, Capability landscape then performing opportunity sizing and cost-benefit financial model. Then develop User stories, Capabilities to deliver business benefits, Benefit computation and then provide recommendation, technical roadmap, and Reference architecture. Roadmap consisted of Implementation Roadmap for building program structure and Implementation Roadmap for technology capabilities. Provided solution over Big Data, AEP, Intel RCM, and Tableau.

Richardson, TX

Sr. Business/Systems Analyst

• The team manages transformation projects for AT&T’s ecommerce retail consumer point of sales & BSS systems like MyAT&T and Order Gateway, Order Manager Portal, Move Order portal and Service Assurance. Order Gateway managing interfaces with frontend system as well as downstream systems to perform order automation, updates to downstream systems and data warehouse. Order Manager portal managing fallout orders from automation flow, orders placed by sales teams, support customer for order details. MyAT&T and Move Order Portal allowing customer as well as sales to place new, change, address move orders.
• Designed and documented to-be processes, use cases, activity diagram, interface interactions, screen mockups using Visio, PPT, UML, XSD tools
• Coordinate and conduct Business, Systems Requirements analysis arranging interviews, meetings with Business stakeholders and technology partners and get signoff from stakeholders on the Functional Requirement Document (FRD). Utilize the information and provide recommendation to stakeholder to best meet the Business clients’ needs, and to provide user-friendly solutions
• Used cases captured in the FRD assists the testing team to prepare Test Plan, Test Scenarios, and Test Cases. Assisting them to create test cases, develop and support them to maintain the quality process

San Jose, CA

Sr. Business Analyst

• Lead overall Customer engagement to identifying business teams, planning phases and tasks for the iterations for the transformation in the initial phase of the project
• Techniques like operational floor walks, interviews telephonic and face to face workshops, analyzing existing documentation were extensively used to identify and baseline process. Analyzing the waste like Time, Motion, Waiting, over processing, Defects, and Skills from lean six sigma methodology were considered to create to-be designs. The baselines were documented using Visio showing the gaps with process heat maps
• Conducted JAD sessions, face to face workshops to go through the different scenarios and designing mockups using HTML, which helped synchronize the different stakeholders on their objectives and assisted them to have a clear-cut picture of their needs into formal business requirements. These requirements were captured in BR document
• Salesforce package configuration using Custom Objects, Custom Fields, Pick list, Role Based Page Layouts, Workflow Alerts and Actions, Workflow Approval, Validation Rules, Approval Processes, Custom Tabs, Custom Reports, Report Folders, Report extractions to various formats, Dashboards, and Email generation according to application requirements were part of the design.
• Customized page layouts for Opportunity, Contacts, and Accounts. Used Data Loader for insert, update, and bulk import or export of data from Salesforce objects. Defined lookup and master-detail relationships on the objects and created junction objects.
• Process designing was worked with operations, billing to define order capture, order processing, billing (components like mediation, rating, discounting, invoicing, payment captures, interface billing)
• Lead our team in release management in training operations with new changes for UAT and transitioning the development into testing for each release. Supported product release.
• A project development path was created with different phases of project. Initially SDLC was used to implement the basic architecture and the release was scoped considering the requirements. Later releases followed Agile methodologies used and user stories were documented with design & acceptance criteria
• Tracked and managed scoping, documenting user cases, presenting to-be design with wireframes and baseline them for signoffs from stakeholders were the activities carried out for each iteration of the transformation
• Extensive experience in designing of Custom Objects, Custom Fields, Pick list, Role Based Page Layouts, Workflow Alerts and Actions, Workflow Approval, Validation Rules, Approval Processes, Custom Tabs, Custom Reports, Report Folders, Report extractions to various formats, Dashboards, and Email generation according to application requirements.

Irving, TX

Sr. Business / System Analyst

• Part of high skill team appointed on Verizon transformation program to create our position by identifying the gap between business and development where business expectations were not converted / interpreted properly which led to rework in UAT phase with lot of defects. The gap was fulfilled and provided benefit to the project by providing visibility of changes to the users upfront and documenting the design properly resulting in reduced defects.
• Liaising with business teams, business BAs to understand the Business Requirement and convert them to system level requirements and prepare story boards using mockup screens, system processes and brought them to development teams understanding. Analyzing the waste like Time, Motion, Waiting, over processing, Defects, and Skills from lean six sigma methodology the to-be designs were created.
• Maintained requirement traceability, issues register, presentation to provide release wise updated.
• Lead our team in release management in training operations with new changes for UAT and transitioning the development into testing. Assisted enterprise release into production and supported production release.
• ConceptWave was used to maintain product catalog through configurable product lifecycle management. Products were designed and/or upgraded considering flexibility to create variance or introduce new products with less time to market. Product and Service bundles, discounts were designed which can be configurable by marketing teams.
• Conceptwave’s Order Lifecycle Management (OLM) was used for package configuring Screens and work flows for end-to-end Order capture, order manager and automation of service fulfilment. It is seamlessly integrated with Salesforce CRM, billing and inventory management legacy systems. Order decomposition, Order queue management, Order tracking and Notifications to handle exception, jeopardies to ensure order accuracy were managed.
• Worked on some of the reporting and dash boarding using ConceptWave on Order Life Cycle to support manager and management view on the order
• Bulk order functionality was designed and orders with 5000+ sites were executed for Verizon’s big value customers.
• Designed and worked on Salesforce standard objects like Reports and Dashboards along with integration with ConceptWave
• As proactive proposal majorly contributed in due diligence to Migrate existing customers and inventory from legacy stack to new stack was developed using Tech M internally developed Data Migration tool and presented it to the Verizon managements

Sr. Business Analyst

• Overall customer engagement and liaison with other teams like Vodafone central BPM team, Cisco for network provisioning, architecture team from Vodafone involve in providing solution and develop business operation design for the launch of Fixed Line services for consumer and business.
• Under ownership of requirement workshops with business stakeholders, interviews with SMEs, workshops with Network provisioning like Cisco to capture the requirements. Worked as an Interface between the users and the different teams involves in application development for better understanding of business and IT processes
• Worked closely with Architect to produce To-Be design aligning them with Oracle 11G platforms. Getting signoff from Oracle & Vodafone central Process team on the to-be processes flows looking for consistency, compatibility and quality. The processes were developed using Visio and ARIS modelling tools.
• Process designing was worked with Vodafone operations, billing, Cisco for network to define order capture, order processing, billing (components like mediation, rating, discounting, invoicing, payment captures, interface billing)
• Story boarding using process, UML & mockup screens were used as tools to bring all the teams in same understanding for Operational Processes for fulfillment, assurance & billing which were used as input to system architecture design
• Maintained requirement clarifications & prioritization, requirement traceability, issues register and provided management status reports. Provided assistance to the testing teams based on use cases created based on requirement to project the testing plan and timelines

Middletown, NJ

Sr. Business/Systems Analyst

• Collected data, as-is process, gap analysis liaising with the business community and performed extensive GAP analysis, Data Analysis, Data Requirement Analysis and Data Mapping and worked on Business Process Re-Engineering. Using process heat map, capturing potential caused and impact using fishbone diagrams, using order analysis, activity based analysis for RFT & CT tools to arrive at operational efficiency framework and solution.
• 4 improvement proposals were presented to AT&T director in fulfilment process for Small & Medium Enterprise for $26 mil in saving annually

Sr. Business Analyst

• The project was to define Customer Experience Framework for Service Fulfillment and Assurance and provide System Solution to provide real time view and reporting this Customer Experience using existing stack and data warehouse. Customer Experience was defined in Effectiveness and Efficiency to monitor and identify gaps in point of sales like retail shops, call centers, online and find solution to provide quantitative benefits for the business.
• Lead the team of 5 Business Consultants for the assignment to manage Service Fulfillment and Service Assurance Customer Experience to capture as-is process in Visio using operation floor walk on various operation locations of TNZ and analyze the gaps and measurable Key Process Indicators (KPI) from the process using industry standard. Each KPI is provided calculation to provide input towards effectiveness and efficiency parameters.
• Web based solution with Proof of Concept (POC) in HTML was provided to the TNZ Management to show case the implementation of Customer Experience Framework and Dashboards / Reports available for each level of the hierarchy.
• Continued as a part of TechM CEO’s initiative towards TNZ, a strategic team was created with selected consultants to provide business consultancy for the ongoing initiatives. Provided improvement glide path of $3 mil annual savings.

Business Analyst / Project Manager

• Headed Wholesale Line of Business Primary focus on Account Management, Program Management, Customer Release Management to achieve targets owned by the group. LoB projects achieved CMM Level 5 based on achieving internal Quality targets and by showing continuous improvement. Our group became one of the very few to achieve and maintain CMM Level 5 status. Proactive proposals were presented to customer to acquire more business to achieve targets.
• Managed regular releases as a release manager transitioning development, documentation into testing and supported releases for production release
• Performed Project Management for the group from May 2003 till Mar 2006 and always maintained eSAT (employee satisfaction) & CSAT (customer satisfaction) above average compared to target set by the company.
• Tools used - MS Project, Visio & ARIS for detailed process designs, UML diagrams to explain complex functionality, PowerPoint to baseline the storyboard and requirements, Document template for deliverable, MS Excel for requirement traceability, issue register, data analysis

Business Analyst / Project Manager

• Transitioned BT Accurate Back Office to offshore using due diligence, deliveries, training, SLA definition, BPO setup, mock process trials and rolling out live by defined date.
• Process designed for Incident Management, One Shot Line Check, Service Assurance processes for broadband product and written system requirements
• Tools used – Visio & ARIS for detailed process designs, UML diagrams to explain complex functionality, PowerPoint to baseline the storyboard and requirements, MS Excel for requirement traceability, issue register, data analysis
• Helped in identifying gaps, designing possible solutions in OSS & BSS and providing tangible benefit to the customer using observations, interview, data analysis and mapping details with eTOM & SID framework

• Contributed to Tech Mahindra Quality department working as a quality consultant successfully transformed 20 projects from UML, LOC, and unformatted software sizing methodology to Function Point Analysis (IFPUG) methodology. Part of Internal Auditor team to audit projects to keep the on track.
• Appointed twice as QMG representative to review project’s Function Points for British Telecom Bench Marking activity

• Worked as a System Analyst on an ADSL DSLAM Inventory Management system for BT as a development team leader for Unix, C, Oracle 8 environment. Test Cases, Test Data creation and system testing.

• As a consultant majorly work on Deloitte Global Advantage project using PoweBuilder.
• Worked on other small projects like test plan and quality plan, risk management, data warehousing with El Paso Gas, Nationwide Insurance, PNC Bank

• As a consultant i worked with Citicorp Overseas Software Ltd., Marriott Hotels, Germany for PowerBuilder projects and Pesticides India Ltd Sales order processing using Oracle Developer/2000

• As Sr Developer worked and managed Inventory, Office automation, Marketing projects for Amar Plastics, National Organic Chemical Industries Ltd. (NOCIL), Raheja Group of Hotels companies.

• Worked with multinational companies like Burroughs Welcome India, Philips India, Hindustan Petroleum, Merzario Shipping Agencies as a Clipper, FoxPro developer on projects like Financial Accounting, Statistical Quality Control, Logistic and an Freight Management