SUMMARY:

• 6+ years of experience as an Information Technology Consultant and has had exposure to all aspects of the System Development Life Cycle and specializes in Business Systems Analysis.
• Ability to identify and investigate problems outlined by the business and technical teams, then drive towards solution implementation.
• Has experience with software implementations, including disruptive technology and iterative methodologies (Agile, Scrum).
• Retail, Telecom, Healthcare and Financial Domain knowledge and experience.
• Proficient Confidential facilitating sessions defining user requirements, developing and delivering to production and maintaining them.
• Reacts appropriately to Severity 1 issues which may prevent customers from accessing services or have a financial impact on business.
• Proficient in business process analysis, business requirement gathering, testing of the software application.
• Excellent hands - on experience in coordinating, planning and motivating onsite and offshore resources in support of timeline and project deliverables.
• Expertise in project management skills by handling all meetings, data analysis, documentation, and business reports.
• Strong troubleshooting skills and proven ability to prioritize tasks and resources to meet deadline and goals.
• Good team player with the ability to work in a time-sensitive environment. Possess excellent communication and organization skills with the ability to adapt to a new environment quickly.

TECHNICAL SKILLS:

Process/Technologies: Oracle, SQL, PL/SQL, Web methods, HTML, MS Office Suite, Splunk, Putty

Business Application Tools: DW Peregrine Service Center 6.1, 3rd Party applications (WMS, RMS, TRES), ITIL, Confidential Monitoring website, DIMS (Document Image management system), Confidential, RM(Record management system),Content Integrator(Capture, retrieval, monitor server)Unix Environments(Prod & Test),Akamai, BCC(Business Control Center), Confidential, Dyn Admin, CSC (Commerce Service Center)

Reporting Tools: mPulse, Confidential Diagnostics, Online Dashboard, Confidential BSM 9.26, Akamai

Operating Systems: Windows, Unix, Linux

Web Technologies: HTML, XML, Web methods

Productivity Tools: Microsoft Project, Visio, Word, PowerPoint & Excel

Databases: Oracle 11g, MySQL, PL/SQL

Defect Tracking Tools: Confidential Quality Center, Webtrax, CRM tool Confidential Peregrine Service Center, BMC Remedy User (AOTS), HPSM, Confidential, RCA, Confidential, Confidential Service Manager(IM)

PROFESSIONAL EXPERIENCE:

Confidential, Woonsocket, RI

Responsibilities:

• Worked as a liaison between business, end users, Confidential and various application teams to ensure that application/development/testing teams understood the requirement.
• Responsible for creating and maintaining RCA (Root Cause Analysis) in the shared drive, Confidential (Retail Team Customer support) in Team server and Confidential (Defect Elimination Plan) in Team Portal to avoid reoccurrence of defects in future.
• Responsible for start to end follow up of business requirement with application team through Confidential defects based on the priority.
• Worked with various testing teams for testing various scenario and worked on SOAP UI for testing various functionalities based on the project requirement.
• Triaged and resolved differences between actual and expected results by performing data analysis and reconciliation using SQL to test the rules engine and reports for the client.
• Identified and troubleshot defects to identify the root cause and get them resolved.
• Produce & prioritize backlog for development and estimation.
• Ensure QA/Testers have a proper understanding of requirements and so test cases can be developed.
• Ensure that documentation for each functional area is kept up to date with functionality release after release.
• Created various dashboard on Splunk and shared with the team to monitor the progress of applications.
• Monitoring dashboard on spunk and mPulse. If the spike is high from the given threshold, then taking the corrective action to prevent P1 issues.
• Working on Akamai to reflect the new functionality (a tool which is used to cache flush the junk data from website to reflect the new functionality).
• Working on putty, database, Confidential (Java codebase) to gather, compare and analyze complex data (logs, Confidential code functions) and develop clear logical interpretation and application

Confidential, Plano, TX

Responsibilities:

• Served as Business Systems Analyst to build new modules and reports in the existing learning management system for the organization.
• Conduct research to determine whether solutions to business requirements currently exist within or outside the business unit, and if not, whether new solutions are feasible.
• Analyze the impact of proposed solutions across the various Lines of Business.
• Develop use cases to explain/demonstrate business requirements/specifications to technology team.
• Facilitate implementation of new functionality through training sessions, demos, and the development of training manuals.
• Work on continuous improvement initiatives and provide solutions to problems.
• Capture, Organize, manage, and delivery of the exact information, statement, and reports requested within the context of the business process associated with Content Integrator, Content Server, and Content Store.
• Preparation of various type of document/reports after gathering requirement from the client and end user.
• Worked with various application teams for code deployment in test and prod.
• Updation, deletion, and maintenance of data in Unix as per the request received by application team and clients.
• Monitoring the Confidential website and dashboard for early detection of errors by reading the logs and closely working with the concerned team to correct the error.
• Analyzing and assigning tickets to applications team for resolution based on priority.
• Validating and correcting data in Confidential with the help of concerned application team.

Confidential, Richardson, TX

Responsibilities:

• Maintenance and analysis of Order fallout, flow through and report creation for Management. Responsible for Operations, Fallout and Defect Management.
• Collaborated with stakeholders to gather business requirements.
• Provide maintenance, support and streamlining Amdocs pricing applications implementation in every major and minor release, as per expected business and functional requirements
• Handled production phase’s tickets raised for Confidential pricing issues, provide pricing fixes, support as per defined service level agreement.
• Analyzed, designed and supported various change requests, fast-track requirements from business and IT client
• Used SQL extensively to resolve issues and generate reports for management and various applications team on the weekly, daily and monthly basis to keep track of issues and progress of the application.
• Participated in Joint Application Development (JAD) sessions to identify business rules and requirements and then documented them in a format that can be reviewed and understood by both business and technical teams.
• Documented business process and training manuals.
• Worked with client to ensure timely delivery/releases and coordinating testing activities which included test planning, execution, and reporting.

Confidential

Responsibilities:

• Worked as a liaison between technology and the business clients to improve business processes, support critical business strategies.
• Worked with end-users, clients, vendors and application teams to quickly resolve the problem.
• Logged, managed and resolved Change request through BMC Remedy tool, Defects through Confidential Quality Center and Tickets for applications through Webtrax tool and mobility related Help Desk tickets through AOTS.
• Incident and Change Management- Managed incoming requests or issue resolution via BMC Remedy User (AOTS) incident management system. Tracks ongoing progress of incidents
• Prioritized and coordinated deliverables and inter-dependencies among the various IT Teams.
• Gathered business requirements by interviewing the subject matter experts, asking detailed questions and carefully recording the requirements in a format that could be reviewed and understood by both business people and technical people.
• Worked on Data Analysis and Reporting using SQL to quantify data required for analyzing order fallout and resolving issues.
• Created various reports and presentations through ITIL, Excel, Word, PowerPoint, and Toad for management
• Performed Data Collection, Data Analysis, Validation, Cleansing and reporting from various other sources including databases, manual files, and external websites
• Actively participated during the Production releases of the products and provided go-live support during Production deployments.

Confidential

Responsibilities:

• Provided second level production & Technical (CR & Enhancements) support for Supply Chain Management (SCM) Modules like Vendor Info, Product Info, Warehouse Info, Logistics, and Transport info. We provide support for Purchase ordering from Supplier to Warehouse and Store Ordering from Warehouse to Stores.
• Worked with different project teams for requirements gathering and application integration.
• Used Peregrine tool to access all tickets assigned to the team and after Proper Solution and execution closing the incidents as per process through the same tool
• Managed open issues in the queue on daily basis. Quickly diagnosed the root cause of the issue and developed the appropriate fix for the problem with company prescribed SLA’s
• Coordinated and interacted with other stakeholders onsite and arrived Confidential a resolution
• Developed training materials and mentored other team members on new product features, tools, and technologies.
• Developed design, produced code, reviewed and promoted the changes
• Generated reports upon client request to retrieve stores, vendors, warehouse and business-related information from the master tables.
• Provided fixes for contracts that failed between applications due to database failure, incorrect data or unavailable articles in stores, etc.
• Created and executed crucial weekly reports for the currency rates of the different countries where Albert Heijn have Suppliers.

Confidential

Responsibilities:

• Provided Technical support for Supply Chain Management (SCM) Modules: Vendor Info, Product Info, Warehouse Info, Logistics, and Transport info.
• We provide support for Purchase ordering from Supplier to Warehouse and Store Ordering from Warehouse to Stores.
• Monitored and resolved Service Centre queue tickets assigned to sustain team
• Escalated and resolved high severity tickets within the agreed timelines
• Documented business process and training manuals.
• Worked with client to ensure timely delivery/releases and coordinating testing activities.
• The prepared status report, charting out schedules, allocation and management of technical and human resources using MS Excel and Project.
• Developed SQL queries to validate back end database.
• The prepared status report, charting out schedules, allocation and management of technical and human resources using MS Excel and Project.
• Assisted SME’s to refine requirement to meet customer specifications
• Acted as a single point of contact for all teams for related queries/issues.
• Worked with other team members on the resolution of technical issues and assigned problems to the appropriate software development team for fixes.