SUMMARY

• To advance in software development profession solving challenging application development assignments, delivering incremental value to clients and customers where my experience and expertise in Pega development, Business operations and business process domain knowledge can be applied and evolved.
• Pega Certified Consultant with 12 plus years IT experience of which 5 years of experience in Pega Application development, 3+ years’ experience in Supporting Pre - Sales and PMO operations, 5+ year experience in supporting eCommerce, BPM operations namely customer support, Product usage, Customer acquisitions, Marketing Promotions and offers.
• Experience and Expertise in Pega Implementation life cycle Modeling business process, PRPC tool installation, development, testing, deployment, and Maintenance.
• Experience and Expertise in requirement gathering, requirement analysis, use case and user story authoring.
• Experience and Expertise in leading cross functional Communications and collaboration with Business, functional and IT partners, stakeholders, teams throughout the project lifecycle.
• Experience gathering business requirements, defining high-level scope, creating synopsis, and business process documents.
• Experience creating functional specifications, business requirements analysis, flowcharts, and process maps.
• Experience leading JAD (Joint Application Development) sessions involving business and IT leads evaluating business goals, identifying business problems, solution proposals and Solution options deep dive.
• Expertise in designing high level class structure, workflows and rule set management using Pega PRPC.
• Expertise in designing and validating business rules, effectively as per Business process controls defined.
• Experience in supporting high - volume transaction processing systems, supporting clients and partner business operation workflows and processes.
• Experience working with cross functional teams, leaders sharing business process improvements from Pega perspective.
• Experience designing business and functional use cases converting into software specifications and User Stories.
• Experience designing Business process models depicting business and functional activities and conceptual to procedural level breakdown and mapping.

TECHNICAL SKILLS

BPM Tools: Pega - PRPC 6.1, 7.1, 8.2, 8.5

RDBMS: Oracle 10g

Programming Languages: C, C++, Code Java, PL/SQL, R

Markup Scripting: HTML, XML, Java Script

Bug Tracking Tools: Pega Rule Pro

Operating Systems: Windows 7, 2000/2003, XP, Unix

Business Analysis: OBIEE, SQL

PROFESSIONAL EXPERIENCE

Confidential

Pega Developer/Business Analyst

Responsibilities:

• Designed and implemented complex user interfaces using Sections.
• Designed custom activities using RDB methods, Property methods and Obj- methods etc.;
• Configured Service levels rules and built validation rules.
• Designed and implemented case types, created flows, integrated them with flow actions and sections.
• Created agents and for automation and built custom activities to crate case automatically.
• Optimized the business process for time and resources, well connected with end users and other stakeholders.
• Active communication with stakeholders, Positive attitude and inter personnel skills.

Confidential

Pega Developer

Responsibilities:

• Designed custom activities using RDB methods, Property methods and Obj- methods etc.;
• Configured Service levels rules and built validation rules.
• Automated business process correspondences using email templates.
• PRPC email integration and Agent Configuration.
• Implemented business rules using Decision Tree, Decision Table and When rules.
• Designed and implemented complex user interfaces using Sections.
• L2 Support for SAM Application.
• Develop Smoke Test and did Enhancements in application.
• Perform application sanity check, release/maintenance, and Involved in Testing.
• Performed Periodic Application Maintenance.
• Optimized the business process for time and resources, well connected with end users and other stakeholders.
• Working in agile software development methodologies & all the phases of the SDLC.
• Active communication with LOB, Positive attitude and inter personnel skills.
• Service/Connect SOAP and REST Implementations
• Agent/Job schedulers and Queue processor management and Configurations
• Reduced manual intervention by 95% to run daily business.
• Reduced 45.6% cost on application maintenance.

Environment: PRPC 5.5, 6.3, 7.2, 8.5 IBM Web sphere 9.1, MS-SQL, ISM, Quality center.

Confidential

Business Analyst and Pega Developer

Responsibilities:

• Implemented workflows as part of day-to-day business operations, these workflows are crucial in bringing success of the system, especially considering the PEGA guardrails.
• Good knowledge on creating custom Activities using various standard methods of PRPC like RDB methods, Obj-Methods.
• Converting complex business rules into PRPC decision tables, decision trees. Reviewing of the existing.
• Configured SLA’s and Validation rules.
• Managed onshore and offshore teams working in Agile and Waterfall development environment.
• Reporting rules, Report Definition, List View and Summery view.
• Weekly deployment: Creating Jar and dropping into another environment.
• Handled Change management, process improvement, and Organizational effectiveness.
• File Listener Configuration.
• Created seamless flows to improve the business process time.
• Reduced application maintenance Cost by 38%

Environment: PRPC 5.5, 6.3 SP2,7.2, 8.2, IBM Web sphere 8.1, SQL, ISM, Quality center.

Confidential

Senior Business Analyst

Responsibilities:

• Build Online Bookings Mgmt. Application using .Net, UAT Testing, Client demos,
• Build Online Asset Mgmt. Application using J2EE, UAT Testing, Client demos,
• In corporate end user feedback, Application rollout & End user training and documentation.
• Application access mgmt. and UI screens for client team leads.
• Ongoing Maintenance support, Enhancements, and queries. Tier 2 support.

Confidential

Pega Developer and Business Analyst

Responsibilities:

• Gathered high-level scope of the project and prepared the synopsis and business. Process documents.
• Prepared sand box environment.
• Organized application into various scenarios to make sure every functionality is Intact and working as expected.
• Reworked on custom code rules and rectified, rolled out to the latest. environment.
• Compared version 5.5 with v6.2 SP2 User interface and other functionality.
• Observed agile methodology for up-gradation.
• Created new user forms using Section, Flow Action rules.
• Created functional specifications, business requirements analysis, flowcharts, and process maps.

Environment: PRPC 5.5, 6.1, IBM Web sphere 6.1, MS-SQL, Microsoft Visio

Confidential

Lead Business Analyst

Responsibilities:

• Gathered requirements and prepared requirement documents.
• Carried out marketing research to explore latest trends and provided competitive analysis.
• Introduced and succeeded with the customer referral program like Tell a Friend
• Involved in requirement gathering, data collection from various sources, analyzed and prepared forecasting models.
• Designed and developed new promotional offers. Executed and evaluated and prepared metrics.
• Closely worked with CSR teams and fixed issues related to promotions.
• Identifying the problems, rectifying them immediately and making sure the entire business process is executed seamlessly.
• Prepared sales promotions to acquire new customer base. Targeted 0.5 million customers per year.
• Responsible for analyzing and reporting performance metrics of sales monthly, quarterly and yearly. Which includes bookings, forecast vs achievements, product coverage vs market segments.
• Liaised with business to elicit requirements through webinars/interviews and document analysis and developed workflows, scenarios and automation feasibility reports.
• Provided Cost Benefit Analysis, application complexity and feasibility by analyzing the overall business processes.
• Use a variety of data analysis and organization tools to discover the most impactful insights.
• Analyze current business processes and make recommendations for improvement based on industry trends and professional business knowledge.

Environment: OBIEE, MS-SQL.

Confidential

Lead Customer Support

Responsibilities:

• Provided exceptional professional customer service to clients via phone and email.
• Proven experience as a customer support specialist, handling escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• Assessing support statistics and preparing detailed reports on the findings.
• Created promotion strategies for new customers and existing customers.
• Part of product enhancement and evolution discussions.
• Collaborated with management to effectively train and mentor junior staff and prepare them for their expected roles and duties.
• Covered an average of 2.5 million customers and targeted promotions for 0.5 million new customers per year.

Environment: Oracle RightNow, OBIEE, MS Access