SUMMARY:

• Experience with intake, technical assessments, services delivery management for Data Management products (Informatica, Oracle) and Business Analytics products (SAS, Business Objects, Cognos, Tableau).
• Experience with Easy Vista intake/technical assessment management tool.
• Experience with creating timelines and work schedule, monitoring milestones and deliverables, providing progress report to management, identifying issues, developing workarounds and communicating to leadership.
• Experience with release management tools: Rational Team Concert (RTC), Developer Release Item (DRI) tool, Remedy.
• Experience in gathering and understanding business requirements, assessing the system and application impacts, and translating the business requirements into intuitive design solutions.
• Experience with writing use cases, user experience requirements, creating functional specification design documents, detailed design documents, creating logical flow and system diagrams in Microsoft Visio.
• Experience with business requirements analysis and design of Call Center Telephony - Confidential systems, front-end Customer Care and Retail systems - PC and tablet applications.
• Knowledge of product requirements management tool - Blueprint.
• Strong problem solving and analysis skills.
• Strong skills in Microsoft Office products (Word, Excel, PowerPoint, Visio, MS Project).
• Experience with HP Quality Center, Rational ClearQuest, Jira, manual testing, writing and executing test cases and scenarios, ensuring requirements coverage of test cases, troubleshooting issues during test execution.

EXPERTISE AREA:

• Project Management
• Services Delivery Management
• QA Analysis
• Business Systems Analysis
• Systems Design & Development
• Release Management
• Voice User Interface Design

PROFESSIONAL EXPERIENCE:

Confidential, Pasadena, CA

IT Project Manager / Services Delivery Management Lead

Responsibilities:

• Processed intake and technical assessments of new application setup requests for Data Management products (Informatica, Oracle, SAS) and also managed existing requests for Business Analytics products (SAS, Business Objects, Cognos, Tableau).
• Managed requests in Easy Vista tool. Used Remedy to open work orders.
• Created Memorandum of Understanding for each request, approved by customer and platform manager. This document contains the product and services details, financial details and labor cost estimates, roles and responsibilities, assumptions, risks, and service level agreements.
• Acted as liason - Service Delivery Lead between Informatica/Oracle/SAS/Business Analytics teams and the customers.
• Provided weekly report to the team and the leadership management teams on accomplishments, issues, updates and next steps for service requests.

Confidential, Pasadena, CA

Release Coordinator / Project Coordinator

Responsibilities:

• Processed work orders, developer release items and deployment items through release management stages.
• Analyzed Quality Center reports on national defects and performed defect management duties.
• Produced and analyzed release management metrics reports.
• Acted as liason between development teams and deployment teams and as lead release coordinator.
• Provided knowledge transfer on release management to other consultants.
• Analyzed deployment log reports and worked on synching the deployment log with the developer release item tool.
• Used Remedy for writing work orders, Rational Team Concert (RTC) for processing developer release items, DRI (Developer Release Item) tool for processing deployment items through release management steps, Quality Center for defect analysis and management.

Confidential, Pasadena, CA

Solution Design Consultant

Responsibilities:

• Provided detailed review and assessment of service requests, gathered additional details for completeness, and submitted service requests to Architecture Review Board for analysis and alignment among all stakeholders.
• Facilitated discovery sessions between vendor, business and IT resources to discuss any questions and concerns and to review designs.
• Performed project manager and project coordinator duties in the absence of project manager and in supporting project management tasks and activities.
• Worked with KP-IT and vendor resources and business stakeholders in design activities, requirements gathering and clarification, issues resolutions.
• Facilitated post implementation checkpoint meetings for status of issues raised during release deployments and validation testing.
• Provided Confidential impact and requirements analysis for Mixed Accumulation project.
• Acted as project lead for establishing the monthly extract for new providers, facilities and departments for various regions.
• Provided Confidential design expertise in Confidential related service requests, Nuance speech tuning, Confidential optimization project, Pharmacy Confidential performance testing and reporting.

Confidential, Santa Ana, CA

Project Coordinator / Business System Analyst

Responsibilities:

• Analyzed business requirements for enhancing formulary systems.
• Provided technical analysis of formulary system architecture, backend and frontend systems.
• Provided data analysis of how it is being used by various applications.

Confidential, Atlanta, GA

Project Coordinator / Business System Analyst

Responsibilities:

• Performed detailed analysis of functionality enhancement requests and delivered high-level and low-level solution design for small to large projects. For example: EIP (Equipment Installment Plan) Improvements, Automatic Enrollment to Paperless Billing, etc. Identified, evaluated and developed design solutions and procedures that are cost effective and meet user requirements.
• Acted as a liaison between the user community and internal IT resources.
• Provided technical system design recommendations to meet business and functional requirements.
• Translated business and user requirements into comprehensive functional specification and technical specification documents that included elements such as: User Stories, Decision Flow Diagrams, Sequence Diagrams, Use Cases, Service Orchestration/Mappings.
• Worked with Architecture, Development, Middleware, User Experience and Billing teams to facilitate implementation of required changes to frontline system (Quikview).
• Supported new software releases/deployments as scheduled by company.
• Collaborated with IT and business teams to test, deploy and verify requested system changes.
• Attended business requirements meetings to determine potential impacts to front-end Customer Care and Retail systems.
• Attended development team meetings to answer design and business requirements related questions.
• Provided accurate estimates of effort and timelines for completion of assigned tasks and workload to achieve deliverables and goals.
• Created and delivered effective oral presentations to a variety of audiences.
• Regularly conveyed status to stakeholders and management.
• Assessed the impact and feasibility of new requirements/applications on existing IT Infrastructure.
• Gained experience with multiple functional areas including Customer Account Maintenance, Activations, and Billing in both Prepaid and Postpaid environments.
• Guided the QA teams in understanding the business requirements for testing. Reviewed and approved the test cases and scenarios created by the QA teams and ensured requirements coverage of test cases. Addressed the issues found in QA testing and resolved the issues in a timely manner.
• Worked on various production support and QA (quality assurance) testing tickets related to front-end Customer Care and Retail system (Quikview) issues. Used HP Quality Center and Jira for tracking the defects.
• Gathered and interpreted complex data to find solutions to various technical problems.

Confidential, Atlanta, GA

Confidential Business System Analyst / Technical Project Lead

Responsibilities:

• Provided systems analysis and design of Confidential system and provided production support.
• Performed analysis of the business needs, feasibility assessments, business requirements gathering and translated business requirements into Confidential design solutions. Provided analysis for Confidential system by conducting Use Cases, User Stories, Service Orchestration/mappings, Decision Flow Diagrams and Sequence Diagrams.
• Designed and developed Claims Confidential application in MPS Developer (PeriProducer).
• Maintained the Confidential vocabulary and phrases in MPS Studio (PeriStudio).
• Provided support and maintenance for MPS 500 Confidential system.
• Performed project management duties: created timelines, project plan, work schedules, tracked milestones, identified issues, developed workarounds, provided progress report to management and stakeholders.
• Provided QA support for Confidential system: writing and executing test cases and scenarios, troubleshooting issues.
• Guided the QA team in understanding the Confidential functionalities for testing. Reviewed and approved the test cases and scenarios created by the QA team. Performed troubleshooting of the issues found in QA testing and helped resolve the issues in a timely manner.
• Provided production support for Underwriting and Claims IVR, .NET web applications.
• Mentored staff on Confidential technologies, Voice User Interface design, Confidential application development.
• Developed a desktop application for Producer routing in .NET C# in Visual Studio 2010.
• Worked on various production support tickets related to web site issues by implementing fixes in .NET C#.

Confidential, Alpharetta, GA

Systems Analyst / Confidential Operations Specialist

Responsibilities:

• Maintained Microsoft Visio call flows for HP Confidential application products.
• Documented various Confidential operations procedures for the Contact Center Operations team.
• Performed thorough analysis of business requirements in each service request and delivered Confidential code changes in a timely manner to have the new functionalities work as expected.
• Performed troubleshooting on incidents related to call transfer issues, and involved Verizon when the issue was not Confidential related but was instead Network/phone Company related.
• Deployed GRXML grammar changes into production Tomcat 5.5 web application servers.
• Used stored procedure calls in various Dialog Designer applications to access customer PIN lookup SQL database tables via JDBC (Java Database Connection) API and JDBC type 3 driver.
• Performed thorough unit testing and tuning of Confidential applications and speech recognition and assisted with the quality assurance (QA) testing and user acceptance (UAT) testing.
• Developed and tested sample applications in Eclipse 3.3, Dialog Designer 4.1.9 and VoiceXML 2.0 to test different Confidential application functionalities.
• Utilized Tomcat Manager to deploy Dialog Designer web archive (war) files and administer web applications.
• Performed analysis of web-based daily call detail Confidential reports and performed analysis of Confidential call traces when trying to reproduce the reported issue and resolved the problem based on the findings.
• Collaborated with the offshore teams in resolving production support issues.
• Provided instruction and tutoring to other HP employees on developing Dialog Designer speech applications.

Confidential, Lincoln, NE

Business System Analyst / Technical Project Lead

Responsibilities:

• Performed thorough analysis of the business needs, gathered and translated business requirements into well-architected and integrated Confidential design solutions.
• Developed call flow design using Microsoft Visio 2007 for Confidential applications that service a variety of departments at the Confidential .
• Facilitated weekly meetings with customers to develop and document Confidential business logic, menus, prompts and all design specifications using Voice User Interface (VUI) best design practices and Confidential industry standards.
• Developed speech enabled multilingual Confidential applications (English and Spanish) for Department of Revenue and Department of Health and Human Services using Nortel Service Creation Environment with Eclipse.
• Used stored procedure calls in Revenue application to access refund status SQL database via JDBC (Java Database Connection) API and JDBC type 3 driver. Used JDBC based stored procedure calls to read DHHS DB2 database. Connected to Revenue use and sales tax web services via Apache Axis 2 to read tax status.
• Performed thorough unit testing and tuning of Confidential applications and speech recognition.
• Developed speech grammars for English and Spanish language in Nuance OSR 3.0 SRGS GRXML grammar format that were packaged inside the SCE WAR file on the JBoss web server and were dynamically fetched and compiled on the Speech Server at application runtime.
• Participated in MPS 500 - Confidential integration requirements and design for producing CTI screen pops.
• Developed DNIS driven MPS call routing applications using MPS Developer, VXML and CCXML for the case where switch CS1000 (PBX) is sending all the calls to all the lines on the MPS.
• Developed and tested the call transfer and the caller message recording components as JSP with VXML embedded pages within SCE environment.
• Configured the speech servers and MPS for multilingual Confidential operation.
• Created custom application daily call detail report using Java, JDBC and JBoss’s MySQL database.
• Analyzed application call volume and used Erlang C statistical approach to estimate the number of Confidential channels needed for particular application.
• Performed duties of project manager by creating project timeline and project plan for full application life cycle - Confidential design phase, development phase, testing and tuning phase and deployment.

Confidential, Deerfield Beach, FL

Analyst for Confidential Systems / Technical Project Lead

Responsibilities:

• Provided system analysis and design of Confidential systems.
• Performed debugging, tuning, unit testing and detailed analysis of Avaya Confidential Designer and Scriptbuilder applications using call flows, Confidential call traces and logs. Developed and documented coding strategy and plan.
• Coordinated Quality Assurance (QA) Testing, User Acceptance Testing (UAT) and deployed the Confidential applications onto production Avaya IRs and Conversants.
• Analyzed production issues, performed troubleshooting, resolved the trouble tickets and performed deployment of Confidential fixes in Avaya Confidential Designer and Scriptbuilder applications.
• Provided technical review for new projects including time estimation and feasibility of new requirements.
• Managed crontab and wrote Unix shell scripts for production schedule.
• Managed the speech rerecording process of all prompts and created a Perl script to rename all recordings to match the prompt vocabulary names. Also added new business logic and modified numerous prompts to comply with company standards. Thoroughly tested the applications using the new voice.
• Maintained the TN3270 mainframe middleware on all Avaya IRS and Conversants.
• Performed duties of project manager: creating timelines and work schedule, monitoring milestones, providing progress report to management, identifying issues, developing workarounds and communicating to leadership.
• Maintained all the Microsoft Visio call flows, documentation and diagrams for all Confidential applications.
• Participated in design requirements analysis and time and cost estimation for enabling speech recognition in Confidential applications using Nuance speech recognition software.
• Participated in requirements analysis for IR 3.0 upgrade from IR 1.2.1.
• Performed production support procedures for Confidential maintenance such as daily Confidential checklist and daylight savings time change Confidential checklist. Created documentation for Confidential maintenance procedures.

Confidential, Dublin, OH

Analyst

Responsibilities:

• Participated in Proof Of Concept analysis for Nortel/Periphonics Confidential application rewrite using Cisco Audium (CVP) Studio 5.2 and VoiceGenie voice browser vs. using Genesys GVP Studio 7.2 and Genesys Voice Platform (GVP) 7.2. Developed and tested sample Cisco Audium (CVP) 5.2 applications, which were loaded on the Apache Tomcat 5.0 web server and were executed by VoiceGenie voice browser.
• Participated in time and cost estimation for Nortel Confidential application rewrite onto Cisco Audium (CVP) 5.2. Defined component types in the application call flows and amount of time needed to develop the component. For each component on the call flow, wrote instructions on how to code in Cisco Audium (CVP) Studio.
• Participated in Proof of Concept analysis for Periphonics Confidential application rewrite onto Genesis GVP Studio 7.2 with GVP. Developed and tested sample Genesys GVP Studio 7.2 applications, which were loaded on the Apache Tomcat 5.0 web server and were executed by GVP voice browser.
• Installed and tested the Dialogic Card onto the Genesys Voice Platform (GVP) 7.2.
• Provided technical documentation for Confidential system maintenance.

Confidential, Charlotte, NC

Systems Analyst

Responsibilities:

• Developed Business and Industry Construction Confidential application on IBM WebSphere Voice Response for AIX with DirectTalk using State Tables and IBM Visual Age 3.0.
• Worked on menu enhancements on IBM DirectTalk Confidential applications using State Tables and Visual Age 3.0.
• Analyzed the strategy and Proof of Concept for rewriting IBM DirectTalk Confidential applications onto WebSphere Voice Server 5.1 using WebSphere Studio 5.0, Rational Application Developer (RAD) 6.0, WebSphere web server, VoiceGenie voice browser and Nuance speech recognition engine. Developed and tested sample WebSphere Studio 5.0 and Rational Application Developer 6.0 applications, which were loaded on the WebSphere web server and were executed by VoiceGenie voice browser. Utilized VoiceXML, Java and JSP.
• Provided QA support for Confidential systems: writing and executing test cases and scenarios, troubleshooting issues.
• Migrated custom servers onto new development Confidential environment.

Confidential, Jersey City, NJ

Analyst for Confidential Systems

Responsibilities:

• Developed SAIC (Science Applications International Corporation) Shareholders Confidential application on Avaya Conversant V7 platform using Avaya Scriptbuilder.
• Analyzed production Confidential issues, performed troubleshooting, resolved the trouble tickets and performed deployment of Confidential fixes on UPS and SAIC applications in Scriptbuilder and Cisco Audium (CVP) Studio.
• Rewrote SAIC and UPS Confidential applications from Avaya Scriptbuilder on Avaya Conversant Confidential into a Universal Cost Basis (UCB) application on Cisco Audium (CVP) platform using Cisco Audium (CVP) Studio 5.2, TellMe voice browser, WebSphere web server and Nuance speech recognition server. Developed enhancements on Confidential applications using VoiceXML, Java, JSP.