Profile Summary

• Over 8 years of diversified IT experience as a Project management/Business Analyst in complete System Development Life Cycle SDLC process including System Analysis, Design, Development, Testing, Implementation and Documentation.
• Experience in various domains such as Customer service, insurance, technical support, IT, Banking and Health industry.
• Experience with key management and development, implementation, and maintenance of key management life-cycle policies, procedures, and processes.
• Experience in interacting with business users and executives to identify information needs, gather requirements, and authoring Business Requirement Documents BRD , Use Case Diagrams, Activity Diagrams, Sequence Diagrams using UML modeling.
• Strong experience in coordinating Joint Application Development JAD sessions and interviews to converge towards a design acceptable to the customer and feasible for the developers.
• Participated in project assessment, functional analysis and requirements gathering and converting business requirements into functional requirements
• Performed Unit/System/UAT tests/test cases with QA Team to overcome issues.
• Skilled in translating business objectives into prioritized functional requirements and recommending feasible solutions to business problems.
• Goal-oriented team player with strong Organizational and Project Management skills, often appreciated and rewarded by supervisors, customers and stakeholders for significant contributions to their projects.
• Extensive experience in business analysis, gap analysis, cost/benefit analysis, risk analysis, testing, development of functional specifications and project planning.
• Experienced in ensuring smooth IS Operations through Change management process and procedures and avoid any impact to business due to unavailability of IT resources globally.
• Skilled in working with the stakeholders, business partners, users, senior management and IT implementation and project management teams on major infrastructure projects and migration projects to ensure smooth transition for the clients by advance notifications and appropriate maintenance windows.

Skills

Professional Experience

Confidential

Business Systems Analyst

• Interfaced between Users and the different teams involved in the application development in ServiceNow for better understanding of the business and IT processes. Involved in analysis of the technical specifications of the current system and the infrastructure needs.
• Participated in JAD sessions for requirement gathering, analysis, and design.
• Documented BRD supporting documents containing the essential business elements, detailed definitions, and descriptions of the relationships to analyze and document business data requirements.
• Analyzed system requirements to Use Cases, Use Case Scenarios and Business rules
• Created Use Case Diagrams, Activity Diagrams, and Sequence Diagrams using Rational Rose.
• Responsible for continuous process improvement and for identifying and maintaining a clear and measurable Development Process that is deployable throughout the enterprise using CMMI.
• Responsible for the delivery of Business Requirements Documents BRD within project timelines.
• Conducted GAP Analysis and formulated the TO-BE features based on the business requirements.
• Created Standard Operating procedures and involved with creating training modules, presentations and conducted end user trainings.
• Created Test cases and scenarios for User Acceptance Testing and conducted UAT.
• Involved in documenting defects and responding to IT in defect clarifications and resolution.
• Extensively involved in coming up with test specifications for the application.
• Involved in creating user manuals and gave training to the end users.

Confidential

Project Manager Process Coordinator

• The objective is taking ownership of Tech Refresh projects for hosting service group which includes servers and storages across North America for Nielsen Media Research.
• Responsible for requirements gathering, UAT and production sign-off for ITIL tool migration Remedy to CCM.net project
• Creating and updating the project tasks and monitoring its status and delivery date.
• Maintained a living project plan throughout the project life cycle
• Proactively monitored the plan and detected delays as early as possible
• Weekly Status Reporting and calls with project stakeholders
• Striving to move project from one phase to another until completion
• Driving force for the rest of the project stakeholders for their commitments
• Accountable for all progress of the deliverables right from planning, executing, monitoring and controlling the progress of the project deliverables

Confidential

Quality Manager / Process Coordinator

• The objective is taking ownership of the team and driving the team towards the operations. Monitoring and tracking the team's performance on the Help desk management and maintaining quality above the bench mark.
• Handled various clients groups including Dell Technical support, Dell Customer care, Dell finance and sales. Established and executed strategic and tactical plans for a full scale implementation of the ITIL / ITSM framework across organizationManaged and measured processes compliance to established company policies/procedures, and lead continuous process improvement
• Developed proposals and recommendations to drive process improvement decisions
• Identified opportunities for standardization and improvement of processes and policies and implement best practices
• Capable of developing and implementing new standard policies and procedures as well as improvements to existing policies and procedures
• Experienced in leading process improvement projects
• Communication interface between IT Business and Management.
• Lead Service Improvement Programs for Operations issues in Retail Technology Services.
• Educated and trained new team members and support staff on Production Assurance process.
• Providing high level executive status reports and communication plans to different audiences.
• Responsible for conducting audits to ensure the quality.
• Conducting regular training to the team on the changing policies and procedures