SUMMARY

• Business Intelligence Designed and implemented data warehouses and subject specific data marts.
• Expert at implementing reporting platforms, managing metadata, defining data validation rules and integrating legacy data sources.
• Proven analytical skills to aid management decision making, produced analysis to help business development initiatives.
• Customer Relationship Management Expert at designing, implementing and managing customer relationship management platforms and processes, coordinating with sales, marketing and technology teams to execute and manage projects, a deep understanding of campaign /client analytics.
• Business Process Analysis/Project Management Over twelve years of experience gathering business requirements, developing use cases, analyzing and designing business processes, managing projects and developing test cases. Coordinated with cross - functional teams and external vendors to execute projects.

TECHNICAL SKILLS

Business Intelligence: Cognos (Framework Manager, Query studio, Report Studio), Business Objects

CRM Application: Siebel Marketing, Siebel Analytics and Siebel Financial

Application Packages: MS Office - Advanced Excel, Advanced Access, Macros, Power Point, Word

Business Statistics: SAS, NCSS 2000, MINITAB, Quadstone

Project Management: MS Project, MS Visio

Database: MS-Sql Server, SSIS package, Sybase, Oracle 9i, Erwin, T-SQL, PL/SQL

Programming Languages: VB.NET, ADO.NET, Java, Java Server pages, Java Servlets, XML and HTML

PROFESSIONAL EXPERIENCE

Confidential - Hopewell, NJ

Solution Architect/Business Analyst

Responsibilities:

• Modular Design: Introduced the concept of filters and scrubs, the essential building blocks for campaign list generation. The filters and scrubs are generic modules, which could be used for one or multiple campaigns. This reduced code maintenance and production support overhead substantially and reduced the complexity of campaign monitoring
• Email Campaigns: Implemented email platform by integrating email campaign processes with an email vendor (Salesforce’s ExactTarget)
• Outbound Call Campaigns: Implemented outbound platform to use new architecture for campaign lead generation and integrated it with Siebel for campaign fulfillment (lead assignment to FSAs)

Confidential

Business/ Data Analyst/Scrum Master

Responsibilities:

• Reviewed and documented campaign processes in the legacy environment and translated it into system analysis document to be implemented in new platform
• Hosted a daily scrum call to review status, prioritize and assign resources to tasks (epics and stories). Used Jira to track all project epics and stories
• Performed data requirement analysis to identify data gaps, data analysis (using SQL) to validate data and data mapping exercises to source new data elements into ODS and eventually to new campaign data store
• Helped testing team with test cases for SIT and worked with business users to help them with UAT Campaign/Client Analytics
• Collaborated with cross-functional teams to implement data quality framework. Participated as data steward and Business Analyst to define and document data validation and dependencies between upstream and downstream jobs.
• Assisted business development and strategy group to monitor effectiveness of client acquisition channels by providing periodic reports on new account and revenue velocity.
• Worked with marketing managers to benchmark success criteria for various campaigns and products followed by developing platforms for generating metrics centered on client responsiveness, new money and productivity. This helped in effective budget allocation.
• Conducted various studies to improve revenue generation and client retention focusing on client attrition, opportunity conversion and cross sell efforts.
• Worked with marketing team to define and identify client segments and creating appropriate treatment streams for each segment.

Confidential, New York, NY

Business Analyst/Project Manager

Responsibilities:

• Setup routines with business users to review project status, prioritize project pipeline and discuss project estimates, dependencies and blockers
• Met with compliance, Finance and tech infrastructure teams to keep them in loop for their approval on every project
• Managed relationship with current CRM vendor for support, platform enhancement and upgrades
• Adhoc data pull and analysis for business users
• Production support and training Target State recommendation and platform selection
• Current state analysis and detailed documentation of all the CRM modules and processes integrated with the CRM platform
• Setup and led Voice of customer sessions to interview users to identify pain points
• Downstream and upstream System dependency analysis to estimate the impact and cost of replacing current application with a new one
• Designed streamline workflow to integrate various CRM modules for efficiency and user adaptation
• Proposed consolidated 360 degree client data view to help users reduce time to gather relevant data/information with one click
• Defined objectives of CRM platform for different groups
• Proposed removing non-crm functionality out of CRM platform
• Identify and propose relevant attributes for each module (opportunity, Activity, Tasks, Service, email) to make the screen less crowded
• Proposed integration of outlook with CRM application
• Enable use of CRM application on mobile devices
• Proposed ideal CRM platforms(MS Dynamic and Salesforce) that will address all the user needs, meet compliance requirements and less resource intensive to maintain, enhance and upgrade
• Made recommendation to implement Operational Data Store as the data provisioning point for all systems including CRM
• Proposed building CRM data mart for reporting and analysis

Confidential, Hopewell, NJ

VP, CRM Solutions & Analytics

Responsibilities:

• Participated in designing a standard project management processes, identifying key tollgates and deliverables at every tollgate. Introduced and instituted quality control best practices, which includes formal documented testing procedures such as system integrated testing (SIT), user acceptance testing (UAT) and post production validation (PPV).
• Coordinated with LOB relationship managers and Extraprise development team to ensure the quality and correctness of all key deliverables including business requirement specifications (BRS), system requirement specifications (SRS), code review, test documents and validation results.
• Built and managed collaborative relationship with tech team that helped and allowed smooth Project execution, and through proactive communication and partnering some high impact issues/problems were averted by employing preemptive measures.
• Managed a team of 4 campaign admins and 5 development resources. Worked with vendor management to develop new employee on boarding process, define SLAs and mentored team to help equip with knowledge about campaign infrastructure, data and business processes supported by CRM team help them deliver quality work.
• Met with business managers and users to understand and document current state of sales operations.
• Interviewed business users and managers to document the pain points and collect functional requirements to design campaign and opportunity management processes in Salesforce.com.
• Conducted workshops to demonstrate CRM application’s (Salesforce.com) campaign and opportunity management functionalities to the business users
• Created and managed project plan, tracked the project from start till end and provided milestone tracking and status update reports to management and key stakeholders
• Compiled Business Requirements document scope, current state, future state, business role hierarchy, territory management, data requirements etc. to lay out the baseline for the Salesforce.com implementation project.
• Created use cases and mock up screens to define campaign and opportunity management processes, workflows and screen navigation to be implemented in Saleforce.com.
• Worked with business users to define the lead assignment rules to be implemented in Salesforce.com campaign management.
• Define the requirements based on events and triggers to automate the lead promotion with campaign and opportunity workflow in Salesforce.com.
• Designed solution to update lead record (based on event and activity triggers) in salesforce.com via backend to make the solution more efficient for the users.
• Worked with business analytics and technology team to design the data flow between datawarehouse (used by analytics) and Salesforce.com.
• Defined and designed the campaign and opportunity lead tracking report for technology team to be implemented in Salesforce.com.
• Created test cases and coordinated user acceptance testing with business users

Confidential, Schenectady, NY

Business/Data Analyst

Responsibilities:

• Voice of customer: coordinated voice of customer sessions to understand the user requirements, did cost benefit analysis and conducted benchmarking study.
• RFP and BRD: Wrote RFP and BRD for the vendors to help them estimate time and money required for the project before placing a bid.
• Gap analysis: Performed Gap analysis on the functionality Business objects offers v/s functionality existing application has been providing. Gave inputs on how to close the Gaps after reviewing the Gaps.
• Data Audit: Performed a Data audit for the completeness and accuracy of the data elements and data itself and to help data warehouse team to understand the data elements of different data feeds and how to bring all the data from different sources into a common format.
• Universe design: Helped Data warehouse team to design the Universe based on star schema model. Assisted in defining the facts and dimension and how to classify data into various business tiers.
• Setting up data feeds: was responsible for establishing the data feeds for the business objects scorecards. Coordinated and drove all the meetings with Functional and IT members of various Confidential ’s sub businesses. Different approach (Flat files, DbLink etc.) was adopted for different systems based on data element analysis and platform compatibility.
• Metadata: Created and maintained Technical and Business metadata documents.
• Reporting: Designed the reports layout based on users needs matched against business objects flexibility. Used various features of report manager such as charts, cross tabs to develop master/detail reports. Prepared reports for multidimensional analysis to help business users’ drill down and up the dimension hierarchies.
• Data detective: Helped functional people to understand why data is what it is by digging deeper into the layers of business object universe tracing back to facts and dimensions (data source universe is connected to) and to the operational data source systems.

Confidential, Schenectady, NY

Business/Data analyst

Responsibilities:

• Performed Data modeling to design the data marts and data warehouse using Erwin. Created Normalized (3NF) tables in staging area and designed star schema DB in presentation layer using fact and dimensional modeling.
• Created and maintained Technical and Business metadata documents.
• Initiating and facilitating meetings for the PSSO department with cross-functional and IM personnel representing different businesses of GE Power Systems across the Globe.
• Functioning as an interface for ongoing communications with functional/IM people of GEPS and its various businesses.
• Creating and sending data request templates using MS-excel for Data Mapping. Send all templates to be completed to the appropriate personnel at the business/Data source system along with a deliverable date for each document. following-up with each responsible person to see how they are progressing. Reviewing all documents received from the new business team and document any questions or concerns. Communicating those questions back to the appropriate business contact via email and follow-up with phone calls if needed.
• Identifying all relevant systems used by the business for capturing purchasing and quality data that need to be available to scorecards.
• Determining for each system if the data is currently available through the Data Warehouse. If not, then working with the Data Warehouse and Business IT teams to determine the best approach, flat-file data feed or Oracle-to-Oracle data transfer (dblink), to pull their data.
• Quality: Used raw data (from data mart) received from different businesses of Confidential on defects to calculate ‘Defects per million opportunities’ and ‘cost of failure’ where supplier was responsible and sum it up by business/supplier to make it easy for management to make decisions.
• Delivery: Analyze data elements and data values based on delivery data received from various Confidential ’s businesses. Removed outliers and Calculated P1 and P99 days late for a business/supplier combination to calculate average days date and delivery span for a supplier.
• Cost: Calculated Baseline unit price for every supplier and parts delivered by them during baseline year (previous calendar year)
• Trend: Built trends on supplier performance for a rolling year based on results from above mentioned three quadrants.
• Defining, testing and updating stored procedures, Defining manual inserting business record into production.
• Defining subset of data for testing purposes
• Initial test plan creation, Answering developers questions (functionality/providing sample SQL), Define test data (on Staging server), Supporting Q/A Testing, Maintaining the Application's Functional Specification.
• After testing of all table structures and procedures on Staging Database server, informing the DW team to migrate everything to the testing environment on Testing Database server. Ensuring the data feeds are automated and scheduled to occur weekly and are production ready.
• After testing of all table structures and procedures on testing server, informing the DW team to migrate everything to the production environment.

Confidential, Schenectady, NY

Bussiness/Data Analyst

Responsibilities:

• Push and pull data to and from various Data marts, interacted with feeder system owners to decide upon the Flat file layout formats.
• Performed statistical analysis like regression analysis and other descriptive statistical analysis on data requested from the Material and Diagnostic Center.
• Assisted in a Six-Sigma project, involving turbine performance under various conditions.
• Also Used Visio to map work flow, which gave a description of essential business processes modeled earlier Systems Analysis and Design
• Performed requirement and object oriented analysis of the desired web portal for reference material nline library. Developed business USE cases and object model using UML and the tools used were TogetherJ and Visio.
• Worked on the design for the application (portal), which provided a framework for the components required to satisfy user requirements. Developed test plans and test cases, translated user requirements into technical specs.
• Troubleshoot hardware and software requirements.
• Worked closely with IT QA team from start till end of project to ensure that the project meets the standards laid down by GE Information system department.
• Develop, write, and implement new ad hoc reports as required by management. Write ODBC database queries and design report structures for reporting.
• Developed the portal based on MVC technique using various web technologies such as Java servlets, Java server pages, Java script etc Embarcadero forte for java was the tool used.
• Performed data modeling using Erwin and created databases for Codes and Standards library using Oracle 8i. Used Ms-Access and Crystal Reports for report generation and wrote queries, Triggers and stored procedures using PL/SQL.