PROFESSIONAL SUMMARY:

• Over thirteen years of total experience in the field of IT, focusing on Project Management, Software Analysis, Data Analysis, Design, Development with CRM applications & Data warehouse as a Consultant.
• Experience of over ten years in CRM and Data Applications as a Project Manager, Business Analyst and a year as a Developer completing a well rounded techno - functional knowledge from end to end.
• Cross functional experience of all business processes, improvement and process re-engineering, mapping to system process design methods, technical architecture solutions.
• Thorough knowledge of Use Case Model, Analysis Model, Use Case Diagrams, Behavior Diagrams. Can Understand Business Logic, Business Process flow, User Stories, Identification of Business scenarios & Development of test cases for QA and UAT.
• Exceptional problem solving skills for delivering useful and prudent solutions. Always eager to face challenges.
• Excellent analytical, problem-solving, communication and interpersonal skills. A quick learner with an eye for detail and excellent analytical and quantitative skills with the ability to effectively multi-task.
• Always emerged to be an excellent team player with strong leadership skills. Good capability in diagnosing and avoiding errors, understanding and enhancing output to furnish reports, scorecards.
• Capable of meeting individual deadlines and lead a team to meet deadlines and handle different scenarios under pressure to see to the end of a project life cycle. Worked in Waterfall, Agile/Scrum methodologies.
• Thorough knowledge and experience of Microsoft Office tools like Access, Word, PowerPoint, Excel and Visio.

TECHNICAL SKILLS:

CRM: Siebel - 7/7.53/7.7/7.8/8.0 , UCM & SFDC.

Integration/Data/Reporting: Avaya/IVR, EAI, EIM, ODI, WFM, Portals, Genesys, Eloqua, OBIEE, Microstrategy, Tableau.

Administration: Siebel -Assignment Manager, Server Admin, Workflow Admin & SFDC Admin.

Languages: SQL, HTML, XML.

RDBMS: SQL Server 7.0/2000/2005 , Oracle 7.3/8i/9i/10g, Teradata, Exadata.

Database Coding: Stored Procedures using T-SQL and PL/SQL.

Operating Systems: Windows 95/98/NT/2000/XP, Linux.

PROFESSIONAL EXPERIENCE:

Confidential, CA

Project Manager & Senior Business Systems Analyst

Responsibilities:

• Was responsible for the application’s integration and implementation in the hospital buildings at SHC. Worked on the AGV, SCADA/Struxureware, Metasys, Lutron, Ariba, Quickbase projects and their implementation with vendors & internal teams.
• As a PM was responsible from conception to implementation and handoff to support. Worked with the Vendors, Analysts, Infrastructure and Dev team in capturing and driving to the needs of the business users. Worked in a pseudo Waterfall-Agile methodology to keep track of the progress and meet the deadlines for different projects.
• Was involved in the leadership and program manager meeting updates every week, presenting the projects and talking to the status, concerns/risks, mitigation procedure thru scorecards.
• Was involved in the broader team with the architecture design discussions across multiple teams like Server Team, Data team, Dev Team, AD Team and all the while keeping the project integrity and making sure the needs are met for business operation.
• Worked in Service Now to keep track of the projects, submit change requests and track issues and assign tasks to respective teams and team members and diligently followed and stayed on top of the requirements to see to their completion and mitigate any issues that arose thru the process. Used Smartsheet and Quickbase for task delegation to other teams.
• Wrote PRD’s for the development team and captured the architecture flow diagrams using Visio for Arch Review Board.
• Analyzed the data of the applications and helped the business users to identify the data/reports they need to run an effective business operation and captured key data elements to be brought in to the data warehouse thru ETL and documented different dashboards in Microstrategy.
• Wrote Test Cases for the requirements and assisted in the QA/UAT process for all the projects I was involved with.

Environment: Oracle, Microstartegy, IoT, Cloud/SaaS Applications.

Confidential, CA

Project Manager & Senior Business Systems Analyst

Responsibilities:

• Worked as a Project Manager/Analyst for the DW team I was involved in the Data Integration of different applications in to the data warehouse. Worked on Customer Segmentation, Skill Based Routing & Differentiated Service Strategy Projects.
• Interviewed business users and various customers groups asking detailed questions to gather business requirements and needs concerning the project and carefully record the requirements in a format that can be understood by both business and technical teams for the Analytical Projects (OBIEE/Microstrategy) providing options for the Business teams to pull up reports according to their requirements and creation of standard Dashboards of the most used queries.
• Analyzed the requirements wrote BRD’s and STM’s (Source to Target) mapping documents for the ETL & FE development teams and captured the data flow diagrams using Visio.
• Used MS Project & Jira to keep track of the projects and issues.
• Worked with web services team to do integration with IVR and Front End Portals to Teradata & Exadata.
• Analyzed the data in Teradata of Confidential customer service requests and agent performance in solving those requests and also worked on customer data and analyzing their patterns and issues they encounter in their transactions. Wrote Custom queries and worked with the Business Users to identify the data/reports they need to run an effective business operation.
• Was involved in the broader team with the architecture design discussions across multiple applications and all the while keeping the Data integrity and making sure our Data needs are met with what the applications are doing.
• Was involved in the team for bringing the data from Siebel, eWFM, Genesys, NICE applications to the Teradata data warehouse for data analysis and creating reports for business users in OBIEE and Microstrategy.
• Was involved in the analysis of data in Teradata for customer buying/selling patterns to determine the segmentation so the customer support team can serve them better.
• Wrote Test Cases for the requirements and did QA and assisted in the UAT process for all the projects I was involved with.
• Played a key role in consensus building and concept selling across the enterprise by providing prototype presentations using Web-Ex.

Environment: Teradata, Exadata, Oracle 10g, OBIEE, Microstartegy, Tableau, Siebel 8.0, eWFM, Genesys, NICE.

Confidential, CA

Senior Business Systems Analyst

Responsibilities:

• Interviewed business users and various customers groups asking detailed questions to gather business requirements, and needs concerning the project and carefully recorded the requirements in a format that can be understood by both business and technical teams.
• Analyzed the requirements and created workflows using Visio.
• Worked on the Accounts, Contacts, Orders, Partners, Opportunities, Service and Leads objects in fulfilling and gathering the requirements for business in SFDC and Siebel.
• Worked in the AGILE/SCRUM methodology to run the releases/projects and deliver on time in co-ordination with the development team with regular SPRINT sessions and organizing meetings with business users and the development team to make sure that they have the requirements going in the right direction.
• Wrote PRD’s and Test Cases for the requirements and assisted in the QA/UAT process for all the projects I was involved with.
• Played a key role in consensus building and concept selling across the enterprise by providing prototype presentations using Web-Ex.
• Worked on the design/requirement gathering for the Master Data Management project with UCM & integration with DnB to maintain a master list of the contacts, so that the sales, marketing and campaign teams can use a unified dataset efficiently across the company.
• Was involved in the co-ordination of all the teams and making sure all the requirements are met for each team for which the data is created and avoiding duplication of records.
• Used MS Project, Helpzilla & JIRA to maintain and track the requirements and bugs during releases.
• Was involved in the Eloqua to Siebel data integration & migration project for leads, contacts and campaign management using email and phone channels for the marketing & sales departments.
• Was involved in requirement gathering for the Analytical Projects (BI/OBIEE) for providing options for the Business teams to pull up reports according to their liking and creation of standard Dashboards of the most used metrics.
• Was involved in requirement gathering during the IVR/AVAYA implementation with integration to Siebel and Portals.
• Was involved in requirement gathering during the Data migration and shift of the usage of the entire call center/eService application for Sales/Marketing/GSS to SFDC and Portals.
• During the Upgrade/Migration was involved in the migration of the stored procedures/Functions/DTS packages from T-SQL to PL/SQL and also involved in the ETL tools like ODI transformation of the DTS Packages, so that the business needs were taken care of and in co-ordination the the development team to make sure the functionality stayed intact and the data integrity stayed intact.

Environment: Siebel 7.7.2, Siebel Call Center Application, eService, SQL, Oracle 10g, Eloqua, BI/OBIEE, UCM, Portals, SFDC.

Confidential, MI

Business Systems Analyst

Responsibilities:

• Translated business and functional goals to specific instructions for design, technical, and quality assurance personnel. Assessed and translated client business objectives to the developers, and consulted and persuaded clients on developed strategies.
• Created the Requirement Documents as per the Functional Requirements.
• Managed QA/UAT and contributed to developing user acceptance test cases.
• Created/modified mock-ups of Screens for the purpose of streamlining the process of improving productivity and understanding for both the business and development teams.
• Worked on requirement gathering for the eService Project so that tax payers can go online to file for their taxes and look up data for the previous 5 tax years and its integration with filing SR’s in Siebel about their returns.
• Acted as an interface between the Business and Development team from gathering requirements and also assisting and Business users in using Siebel Call Center for Secretary of State and Civil Services and respond to all their queries and assist them during releases with new functionality.
• Worked on requirement gathering for the project where new eService WebPages were built for Tax Practioners (3rd party like H&R Block) can login and file, ask queries/follow-up about the Client filings.

Environment: Siebel 7.5.3, Siebel eService Application, Oracle 9, Windows 2000, Portals, IVR.

Confidential, WI

Business Analyst

Responsibilities:

• Translated business and functional goals to specific instructions for design, technical, and quality assurance personnel. Assessed and translated client business objectives to the developers, and consulted and persuaded clients on developed strategies.
• Created the Requirement Documents as per the Functional Requirements.
• Managed QA/UAT and contributed to developing user acceptance test cases.
• Created/modified mock-ups of Screens for the purpose of streamlining the process of improving productivity and understanding for both the business and development teams.
• Created eMail-Templates with respect to the requirements. Prepared Requirement documents for JAVA API Interfaces.
• Worked on requirement gathering on the project to meet the increasing need for optimal response to customer queries, Schneider shifted to Siebel CRM from the previous legacy system. This Siebel Application suite, Schneider CSC, thus developed is integrated with the existing legacy system and other third party applications such as DIGS, Trillium and Avaya IC call monitoring and routing system. Call Center and Campaigns modules are developed and Universal Customer Database (Siebel UCM) is used as backend.

Environment: Siebel Transportation 7.7.2, IBM DB2 8, Windows 2000, UCM, AVAYA.

Confidential, CA

Business Analyst/Siebel Developer

Responsibilities:

• Gathered business requirements through interviews, surveys, and observing from account managers and UI (User Interface) of the existing Siebel application.
• Understand and articulate business requirements from user interviews and then translate requirements into functional and technical specification.
• Interacted with SMEs of different divisions (Information Technology, Risk and Operations) and established a business analysis and design methodology around the RUP (Rational Unified Process).
• Analyzed the existing system and identified process gaps in context of new business changes (Gap Analysis).
• Conducted JAD sessions with management, SMEs (Subject Matter Experts) and other stakeholders for open and pending issues to develop specifications
• Involved in sessions with the IT Dev/QA Group to get them on the same page for test cases and process.
• Worked closely with the UI team to model the screens, which met user defined requirements, organizational and regulatory standards.
• Played a key role in consensus building and concept selling across the enterprise by providing prototype presentations using Web-Ex.
• Held group meetings, walkthroughs and supervised/trained business users. Assisted in managing the defects during QA/UAT.
• Responsible for the completion of projects within specified time and project workflow, change management and dealing with vendor relationships.
• Analyzed Business Requirements, performed gap analysis and segregated them into high level and low level Use Cases and Creation of Test Plan for the application.
• Performed System and Integration Testing along with testers. Conducted UAT with the business users.
• Assisted with Test Cases and developed strategies with QA Team to implement them. Efficiently responded to client inquiries and resolved discrepancies.
• Identified, prioritized, tested and proved essential business functions to assure compliance with vendor and internal auditing.

Environment: Siebel CRM 7.7, SQL Server 2000, Windows 2000, Portals.