SUMMARY:

• 10 + years of experience in Business Analysis, Requirement Gathering, Gap Analysis Solution Architect and Quality Assurance Testing.
• Expertise in user acceptance, functional, and integration testing
• Expertise in developing test plan, use cases, test cases, and acceptance criteria
• Knowledge of software development life cycle, change management system, project workflow business process mapping, and gap analysis
• Experience using Waterfall and Agile Scrum development methodologies
• Extensive experience in issue tracking and management tools Rational Clear Quest, JIRA, Confluence, and HP ALM Quality Center
• Expensive experience in creating Business Requirement Document (BRD), Functional Specification Documents (FSD), gap analysis, cost benefit analysis, use case diagrams, sequence diagrams, and activity diagrams using UML, Microsoft Office Suite, MS Project, and Visio
• Experience in conducting Joint Application Development (JAD) sessions with end - users, SMEs, developers, QAs, and other stakeholders for project meetings and walkthroughs
• Experience in Saleforce.com, configuration, customization, administration, data migration, and integration
• Experience in Genesys IVR Inbound Outbound Work Force Management
• Experience in importing and exporting data to and from Salesforce.com using data loader and MS Excel.
• Experience in MS Dynamics CRM 2013/2016/Online
• Experience in MS Reporting Services (SSRS, SSAS, SSIS)
• Experience in Business Intelligence using MS Power BI (MSBI)
• Expertise in coordinating offshore onsite teams while working as onsite coordinator.
• Excellent Interpersonal, oral, and written communication skills

TECHNICAL SKILLS:

Operating Systems: Windows 95/98/2000/NT/XP/7, AS/400

Quality Management Tools: JIRA, Confluence, Rational Clear Quest, Dev Track 8.0, HP ALM QC 11

Languages: HTML, Java, J2EE, JavaScript, VB Scripts, XML, SOAP, REST

Databases: Oracle, MS SQL Server, Toad for Oracle

Contact Center: Genesys 8.1, WFM 8.5, IVR, Inbound, Outbound

CRM: Salesforce.com, Sales and Service Cloud, MS Dynamics 13/16/0nline

Business Intelligence: QlikView, MS Power BI

Methodologies: IEEE, IS09000, Waterfall, Agile Scrum

PROFESSIONAL EXPERIENCE:

Confidential

Solutions Architect / Business Analyst

Responsibilities:

• Understanding Customer experience (CX) and Use Customer Care consulting methodologies, subjective survey, customer journey mapping, KPI metrics modeling, use case design review operator’s customer experience management maturity and analyze gaps.
• Meeting Stakeholders, business users and product owners to define business requirements and translate them into user stories
• Understanding of business goals, system integration plan, and effort estimation plan.
• Prepare and update consulting delivery documentation.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, and distinguish user requests underlying true needs.
• Prepare and update design documentation.
• Lead Power Point Presentations
• Provided project support across cross-functional teams
• Worked with project managers to scope projects, develop project plans, and calculate risk.
• Worked on multiple applications development simultaneously
• Worked with QAs in creating acceptance criteria, designing test cases, and validating functional tests
• Worked with Business user on UAT Support and Training
• Involved with business users testing and training in staging environment
• Involved in upgrading and Migrating to and integration of MS Dynamics CRM 2016 With Genesys CTI solutions

Confidential, Harrisburg, PA

CRM Business Analyst

Responsibilities:

• Meeting Stakeholders and business users/ product owners to gather requirements and translate them into user stories
• Understanding of business goals, system integration plan, and effort estimation plan.
• Involved in creating testing strategy for migration
• Provided project support across cross-functional teams
• Worked with project managers to scope projects, develop project plans, and calculate risk.
• Worked with QAs in creating acceptance criteria, designing test cases, and validating functional tests
• Worker with Integrating Product Plans and Polices for CBC
• Worked with Apttus Quote to Cash (CPQ) Integration with Stepwise and SFDC

Confidential

Business Analyst

Responsibilities:

• Meeting Stakeholders and business users and product owners to define business requirements and translate them into user stories
• Understanding of business goals, system integration plan, and effort estimation plan.
• Responsible for Understanding Customer journey and CRM Integration
• Provided project support across cross-functional teams
• Worked with project managers to scope projects, develop project plans, and calculate risk.
• Worked on multiple applications development simultaneously
• Worked with QA team in creating acceptance criteria, designing test cases, and validating functional tests
• Involved with business users testing and training in staging environment
• Involved in customization and integration of MS CRM 2013 With Genesys Agent Desktop
• Involved in WFM Migration from 7.5 to 8.5

Confidential

Salesforce Business Analyst

Responsibilities:

• Migration of the legacy CRM system to a more robust and CRM system and integration with third party applications
• Involved in Salesforce.com setup activities, customization, and defining functional requirements
• Created and managed user profiles, roles and hierarchies, public groups, security controls, and record-level and field-level security
• Imported accounts and contacts through import wizard
• Performed data analysis and migrated data to Force platform using data loader
• Set up marketing campaigns, lead management, queries, and auto-response rules
• Develop and maintain custom reports and dashboards
• Develop and maintain validation rules and custom workflow rules
• Complete bulk imports and exports of data using Apex data loader
• Involved in User Acceptance Testing for the membership application
• Involved in integration testing of Raisers Edge with Salesforce.com

Confidential

Salesforce Business Analyst

Responsibilities:

• Involved in Salesforce.com setup activities, customization, and defining functional requirements
• Created and managed user profiles, roles and hierarchies, public groups, security controls, and record-level and field-level security
• Imported accounts and contacts through import wizard
• Performed data analysis and migrated data to Force platform using data loader
• Set up marketing campaigns, lead management, queries, assignment rules, Web-to-Lead, and auto-response rules
• Designed and implement custom objects, page layouts, custom tabs, and components to suit the needs of the application

Confidential

Business Analyst/QA Consultant

Responsibilities:

• MS DYNAMICS CRM migration to Salesforce.com
• Met with business owner system users, SMEs, and product owners, to define and document business requirements and translate them into user stories in JIRA
• Understanding of business goals, system integration architecture, plan solution architecture, and application designs
• Responsible for administration and configuration of CRM solution in test and stage environments
• Provided project support across cross-functional teams, product owners, and QAs
• Worked with project managers to scope projects and develop project plans and risk analysis
• Worked on multiple applications development simultaneously
• Worked with QAs in creating acceptance criteria, designing test cases, and validating functional tests
• Involved with business users testing and training in staging environment
• Involved in migration of MS Dynamic to Salesforce.com

Confidential

Business Analyst

Responsibilities:

• Met with business owner, SMEs, and system users to define and gather business requirements
• Reviewed and updated the business requirement and test coverage documents
• Held review meetings, testing strategies, and risk analysis
• Involved with business owners in user training and UAT
• Worked with QA team in User Acceptance Testing
• Attended demo sessions to understand existing system functionalities
• Arranged interviews with all the stakeholders to review and understand the gathered business requirements
• Understanding of business functionality and system specification documents
• Worked closely with developer to ensure features achieved desired level of quality

Confidential

QA Consultant

Responsibilities:

• Worked with QA team in the design and development of IQ/OQ/PQ process to validated systems that use various technical architectures
• Reviewed and updated the test requirement documents in Rational DOORS
• Created Risk Management Plan adhering to the ISO 14971 standard and also incorporated software risk assessment techniques
• Held review meetings to go over the risks identified and designed a plan for the risk mitigation
• Responsible for creating verification plan, verification specifications and test scripts, test summary reports, and traceability matrix