BA/ BI Analyst / Project Manager Resume

SUMMARY

Senior IT professional wif strong project management and leadership skills. Establish global team of employees and consultants and provide project management, software development on an onshore/offshore mode for CRM/ERP implementation projects.
Bringing proven leadership skills in implementing enterprise data management, including CRM, Call Center, ERP, Data Warehousing, data architecture & design, data modeling, metadata repositories, business intelligence applications across teh enterprise. Zealous proponent of data quality to support reliable decision - support systems.Key Strengths
Managing multiple projects to successful conclusions. Building and managing teams in in teh support and development of various applications.
Extensive experience in system and business architecture, encompassing databases, SQL and application code. Experience wif setup/support/trouble shooting heterogeneous (Windows/Unix) environments. Shell Scripting, Software evaluation and Testing. Certified on several technologies - Siebel/Oracle, .NET and several other technologies.

PROFESSIONAL EXPERIENCE

Confidential, TX

BA/ BI Analyst / Project Manager

Responsibilities:

Operationalized business intelligence solutions and conducted advanced analytics to identify opportunities and strengths to meet business goals.
Presented and communicated teh findings in an understandable and actionable way tailored to teh business unit executives and managers.
Established long-term and value-added relationships wif business partners to educate and develop teh analytic capability of Voice of teh Customer and teh organization processes.

Confidential

Project Manager/ Technology Manager

Responsibilities:

Planned and implemented Pre-Approved Changes (PACs) projects on a weekly migration basis, re-organizing SharePoint site to offer Milestone calendar (for releases, Normal Changes and PACs) and information about project(s) and when they will be applied.
Began evaluating and incorporating DevOps tools and scripting to improve PAC and other Salesforce testing an deployment processes (Ant, Docker, Jenkins, Copado) to make them more reliable and repeatable.
Reduced issue resolution time from 2 days to less than 2 hours. By utilizing PAC, weekly releases.
Working wif Service Now to provide tracking and status on various change requests from LOB users.
Managed project to integrate SharePoint and ServiceNow to show various Support and performance Metrix.
Work wif teh Release team and DevOps to coordinate teams’ frequent enhancements projects wif teh repository using Git and Copado to ensure our enhancement project changes are migrated to production and dat these changes are also provided to teh LOB development teams in timely manner to ensure they are included in wif future in progress releases.
Evaluated a variety of DevOp tools to improve Salesforce deployments(Docker, Ant, SFDX, Copado).
Accountable for teh Salesforce application infrastructure and managed teh applications deployment life cycle.
Coordinate teh variety of changes and managed multiple projects from multiple groups leveraging Salesforce and combine into teh overall CRM organization.

Confidential

Developed Lead

Responsibilities:

Manage a support team dat provides tier 2/3 support for 3000+ user base. Maintaining system uptime of 99.7%
Managed project to rolled out and support Call Center functionality for large regional bank at 2 call centers wif approx. call volumes of 10k/day, 68% FCR.
Ran project to introduced Call Center Agent Chat functionality to Call Center agents.
Shell scripting for archival of Call recordings and synching functionality
Added escalation queues to call and added call back servicing to call flows.
Automated lead and referral generation to Call center
Accountable for maintaining all audio files and commercials used in all Call flows in application.
Plan and manage development of medium/complex improvements related to CRM application across all business units of teh enterprise.

Confidential

CRM Application Architect, Project Manager/Technical Manager

Responsibilities:

Used Siebel Remote to extract, support, and push enhancements to Remote users
Managed hot fix/enhancement streams of project as well. Application went live in March 2011 wif initial North American application.
Accountable for periodic maintenance (enhancements/bug fix) releases to ensure dat teh application continues to meet teh needs of teh business.
Reviewed and designed recommendations for fixes and/or improvements to existing integration points wif SAP and other in-house systems, reports, workflows.