SUMMARY:

• 14+ years of industry experience as a Program Manager in Telecommunication, Healthcare, Information Technology, e - commerce and Insurance industries.
• Conducted interviews with multiple users to gain multiple perspectives to help organization develop a better web application.
• Experienced in eliciting various types of requirements by conducting interviews and workshops.
• Skilled at writing Business requirement Document (BRD), Functional Requirement Document (FRD), Use Case Specification, Functional Specifications (FSD), Systems Design Specification (SDS), Requirement Traceability Matrix (RTM) and Test Documents.
• Organization. Well versed in Call Center (Lean IVR) Mortgage lending office.
• Channel services by OM are Associated Channels -Banking center (Interact, Lead gen), Call Center (Lean IVR) Mortgage lending office.
• Worked with architects to interpret business needs into service oriented, process driven business models using UML.
• Thorough knowledge in UML Modeling, Activity Diagram, Sequence Diagram and Use Case diagrams.
• Performed data driven testing by using JDBC and Groovy script as a data source in SOAP UI and configured SQL queries to fetch data from the Oracle database
• Worked with SMEs to understand various assets and security classes, exchange traded derivatives (such as futures, options on futures, equity options and index options), OTC derivatives (such as interest rate swaps, swaptions, capital, investments, credit default swaps and total return swaps) and portfolio allocation and management.
• Extensive experience in writing Use Cases and User Stories
• Proficient in Technical and Business Writing, Business Process Flow, Business Process Modeling.
• Accurately tracked all the defects by logging them in Team Foundation Server (TFS) and ensured that all the bugs were resolved within the deadline.
• Remarkable experience working in an Agile environment.
• Experience in gathering user requirements, application development, testing and documentation using Rational Requisite Pro
• Experience in conducting GAP analysis, SWOT analysis, Cost benefit analysis and ROI analysis.
• Expertise in Analysis of Criticality Ranking, Defect tracking and reporting system.
• Strong experience in developing Test Plans, building Test Conditions and Test Cases, creating Test Data, analyzing bugs, and work with development team members to fix errors and resolve issues.
• Conducted training sessions for business users, technical users, stakeholders for better understanding of the applications.
• Experienced in various types of testing including Sanity Testing, Smoke Testing, Functionality Testing, Performance Testing, Volume Testing, Unit Testing, Integrated Testing, System Testing, Positive and Negative Testing, Security Testing and Regression Testing of Stand alone, Web Based and Client-Server applications and mobile application.
• Performed Back End Testing by executing SQL queries.
• Performed User Acceptance Testing (UAT) manually.
• Experienced in reporting and tracking defects.

SKILL:

Software Development Methodologies: Agile, Waterfall

Web Technologies: Web Services, SOAP, API, HTML, XML, FTP

Bug Reporting Tools: JIRA, HP ALM

Operating Systems: Windows, UNIX

Repositories: SharePoint

Databases: MS SQL Server, MS Access, Oracle

Project Management Tools: MS Project

Design Tools: Rational Rose, MS Visio, Rational Requisite Pro

MS Office Suite: Word, Excel, PowerPoint, Visio, Project

Testing Tools: HP ALM, Quality Center

PROFESSIONAL EXPERIENCE:

Confidential, Cary, NC

IT Program Manager/ Scrum Master

Responsibilities:

• Program manager with experience providing cradle-to-grave management over large-scale IT implementations.
• Excel at liaising between business and technical areas to achieve on-time, on-budget and on-spec project completions.
• Able to merge customer and user needs with business requirements, budgetary restrictions and logistical considerations to meet project deliverables.
• Worked in the project office team where I managed strategic and tactical projects using onshore and offshore team members organized in a matrix environment.
• Managed projects through all phases from discovery through deployment.
• Lead geographically and culturally diverse cross-functional teams for large projects across departmental and business units.
• Implemented many process improvements to streamline system development life cycle and mentored others on new procedures.
• Accountable for software integration of multiple vendor network elements across projects.
• Accountable for collaborating with customer to develop UAT plans and manage testing effort.
• Lead projects on Systems configuration, hardware upgrade, patching and monthly software release

Confidential, Atlanta, GA

Technical Business Analyst

Responsibilities:

• Attended daily stand-up meetings, reviewed user stories, created BRD based on the requirement gathering.
• Conducted walkthrough for Line of Business, Development team, and Quality Assurance team.
• Facilitated system maintenance and enhancement through design documents, process flow diagrams, use case diagrams etc.
• Coordinated all Scrum ceremonies including Sprint planning, daily stand-ups, Sprint retrospectives, Story grooming and Release Planning
• Analyzed system impacts as a result of proposed changes. It entailed interaction with other systems users and Subject Matter Experts (SMEs).
• Designed screen layouts for proposed solutions, user interactions. Also, created screen mock-ups.
• Tracked the project flow and acquired sign-offs from Business, System Development and Quality Analysis team.
• Web services and XML testing with 'SOAP UI' tool by locating WSDL file
• Experience in testing Web Services using SoapUI tool, validating WSDL, request and response xml.
• Updated WSDL file as needed for Endpoint, Tested request and response XML. Added Assertions to validate the response xml with database.
• Performed data driven testing by using JDBC and Groovy script as a data source in SOAP UI and configured SQL queries to fetch data from the Oracle database.
• Responsible for Setting up Web Services project using WSDL in SOAPUI and provided setup help to other team members.'
• Implemented new policy changes, legal requirements by creating Business Requirement, Detailed Technical Requirement, User Requirement documents etc.
• Migration of legacy Lotus Notes Customer Repository to Oracle Relational Database.
• Provided solution for database requirements by designing controls, data fields and data formats.
• Used different In-House software to track data flow, system interactions, system defects, service requests and responses.
• Created master specification for web services- their functionality, interaction with other web services, processing logic, input & output schema, and process flow with Logical Data Element.

Confidential, Greensboro, NC

Business Analyst

Responsibilities:

• Identified and addressed agent training needs.
• Provided agent support via handling escalation calls.
• Ensured regular and effective communication with agents on area of improvements.
• Conducted cross checks and provided relevant coaching and feedback.
• Well versed in Call Center (Lean IVR) Mortgage lending office.
• Performed data driven testing by using JDBC and Groovy script as a data source in SOAP UI and configured SQL queries to fetch data from the Oracle database.

Confidential

Operations Manager

Responsibilities:

• Provided strategic planning and direction to the multi-location contact center with a combined staff of more than 450 professionals.
• Reported directly to the Vice President (VP) to provide Profit Forecasting, Resource Planning, Financial Statement Analysis and P&L Responsibility of $2 Million annually.
• Monitored and analyzed Key Performance Indicators (KPIs), CSAT (Customer Satisfaction), Scheduling, Channel Reporting and all Performance Reports.
• Designed and setup Integrated Voice Response System (IVR) for implementation of new customer service processes. Performed data driven testing by using JDBC and Groovy script as a data source in SOAP UI and configured SQL queries to fetch data from the Oracle database.

Confidential

Business Analyst - Strategic Development

Responsibilities:

• Analysed and documented various documents and involved in development phase meetings for Business Analysis and Requirements Gathering.
• Partnered with the technical areas in the research, resolution of system and User Acceptance Testing (UAT) for the developed software.
• Worked on tools such as Google Analytics.
• Performed data driven testing by using JDBC and Groovy script as a data source in SOAP UI and configured SQL queries to fetch data from the Oracle database.

Confidential

Business Analyst

Responsibilities:

• Hired by the Global President of this Social Media Marketing / e-commerce platform based organization for generating product sales.
• Identified and corrected ineffective business processes and restructured standard operating procedures (SOP) to align with corporate objectives.
• Worked on tools such as Google Adwords.

Confidential

Project Manager - Business Analyst, Program Manager, Data Analytics

Responsibilities:

• Managed a portfolio for DELL and maintained working relationship with their vendors by providing strategic direction for New Business Development Activities and Operating Existing Accounts.
• Governed a team of 40+ direct reports including Associate Process Managers, Sr. Analysts & Analysts.
• Extensively worked in Agile environment and proficiently organized/facilitated daily scrum meetings, sprint reviews, retrospectives, sprint & release planning. Worked on tools such as Sales force (SFDC), Oracle Eloqua, Liveball and Omniture.

Confidential

Business Development Manager

Responsibilities:

• Managed the Franchisee Development of approx. $100K yearly in an Educational Institute located across India and China.
• Responsible for initiating center Start-Up activities including Infrastructure Setup, Branding Approvals, Recruiting, Marketing of Products and Developing Presentations for Staff Trainings.

Confidential

Assistant Operations Manager

Responsibilities:

• Promoted from Confidential and given an opportunity to be a Single Point of Contact for Call Center Operations.
• Supervised a team of Customer Care Managers, Call Center Supervisors & 150+ agents across multiple locations for a Telecom Organization.
• Well versed in Call Center (Lean IVR) Mortgage lending office.