OBJECTIVE:

To take on a challenging role as a IT Analyst in a fast paced environment that enables me to provide efficient, innovative solutions that result in organizational growth, increase in productivity, market value and simultaneously enhances my Communication, Business Analysis and Technical skills.

SUMMARY:

• Highly accomplished, decisive, and results - focused Consultant with a verifiable track record in managing and coordinating large-scale, complex projects to consistently exceed expectations. Possess Excellent Communication skills and diverse experience in IT/Business processes, with outstanding talents in workflow studies, process decomposition, process re-engineering, business process modeling, and gap analysis.
• Consultant, with outstanding project execution, monitoring, and coordinating skills with ability to support multiple simultaneous projects in a matrix organizational structure.
• Experience includes Project management, Business analysis, Business process management and Business process re-engineering.
• Experience in Projects & Change Management. The experience encompasses Creating Project Plan, Project implementation, System Analysis, Design, Development and implementation of Business Applications in Information-Technology, SDLC and CRM implementation in multiple industries.
• Expertise in managing multiple projects while maintaining constant communication with the relevant stakeholders.
• Experienced in coordinating, negotiating and motivating project participants in support of time line and project deliverables.
• Extensive experience in web technology, content management systems (CMS) and business process automation (BPA).
• Effective Project Scope Change Management and Configuration Change Management.
• Organized weekly Project Status and Task Review meetings.
• Action-oriented, highly organized self-starter with demonstrated ability to manage technical aspects, build relationships, communicate - solution strategy and product offerings, and provide technical expertise, support, and training to sales and customers.
• Effective skills in Data analysis using SQL for the retrieval the data from the database and writing queries using joins group by, order by, cursors etc.
• Resourceful and creative problem-solver with a proven aptitude to analyze and translate complex customer requirements and business problems.
• Manage projects from planning through execution/completion under the pressure of fast-paced, time-sensitive environments. Effective in strategically enabling enterprise and e-Business solutions, while working with cross-functional, cross-organizational teams.
• Excellent knowledge of standard industry methodologies like Software Development Life Cycle (SDLC), Iterative Software Development Life Cycle Process as per Rational Unified Process (RUP), Agile (SCRUM), CMM (Capability Maturity Models) and Rational Tools used during various phases of RUP.
• Expertise in Creating Unified Modeling Language (UML) diagrams such as Use Case diagrams, Activity diagrams, Class diagrams and Sequence diagrams using Rational Rose according to UML methodology.
• Very competent in RFP/RFQ/RFI Proposal Response; Ranking, evaluation & elicitation techniques such as interviews, questionnaires, brainstorming sessions & focus groups.
• Thorough Business and Technical documentation - Project charter, Product Definition Document (PDD), Business Requirements Documentation (BRD) and System Requirement Specification (SRS), FSD, Test Plans, Test Cases.
• Expert in writing SQL queries for Data analysis and validation
• Tracing requirements throughout the development process and verifying adherence using the Requirements Traceability Matrix (RTM).
• Skilled at conducting Joint Application Development (JAD) sessions, Rapid Application Development, project meetings, reviews, walkthroughs, and customer interviews. Conducting User Acceptance Testing (UAT) and verifying performance, reliability and fault tolerance issues. Also familiar with testing tools to design and develop test plans and test cases.
• Key contributor to the identification and initiation of process improvements which have resulted in an increase in accountability for SOX compliance.
• Experience in Application Development, Web 2.0, B2B, B2C, E-Commerce, E-Store, GUI, Infrastructure and Operations
• Rich experience with Content Management and Document Management Systems.
• Well-versed in performing SWOT analysis, Risk analysis, and Cost/Benefit analysis.
• Skilled at delivering presentations and demos.

TECHNICAL SKILLS:

Modeling Tools: MS Visio, System Architect, Rational Rose, Adobe Photoshop CS3-CS4, Adobe InDesign CS3-CS4, Dreamweaver CS3, Rational Rose

Requirement Management Tools: Rational RequisitePro, Rational ClearCase, Rational ClearQuest

Web Technologies: Web 2.0, HTML, HTTP, HTTPS and XML concepts

SDLC Methodologies: Agile, RUP, Waterfall

Project Management: MS Office Suite, MS Project

Quality Management: Quick Test Professional, Mercury Quality Center, Empirix Hammer

Utilities: MS Visual Studio, MS Share point, MS Outlook, MS Office, Lotus Notes

Database Management: Oracle, TOAD, SQL PLUS

Operating Systems: Windows XP/2002, Mac OS X Tiger

PROFESSIONAL EXPERIENCE:

Confidential, Mountain View, CA

Senior IT Analyst

Responsibilities:

• Gathered business, system, and functional requirements by conducting detailed interviews with business users, stakeholders, and Subject Matter Experts (SME’s)
• Implemented the entire IVR system into various call flows and client applications.
• Worked on Confidential docs and Confidential proprietary software
• Identified and developed Use Cases, test cases, test plans from the business and systems requirements.
• Document high level and detailed Use Cases to include all the functionalities of the new system.
• Served as liaison between the functional and technical team.
• Gathered the functional and business requirements by conducting JAD sessions.
• Followed the UML methodology to Create UML Diagrams including Use Cases Diagrams, Activity Diagrams, Sequence Diagrams, Data Flow Diagrams (DFDs), ER Diagrams using Rational Rose and MS Visio and thus defining the Business Process Model and Data Process Model.
• Created client notification letters, emails, statement inserts, etc.
• Facilitated meetings with developers, system analyst and testers to collaborate resource allocation and project completion using MS Project.
• Defined scope and worked with cross functional teams
• Designed and implemented basic SQL queries for QA testing and report/ data validation.
• Monitored version control and defect tracking activities using Rational ClearCase and Rational ClearQuest.
• Supervised the User Acceptance Testing (UAT) to test the usability of the application.
• Maintained weekly status reports using MS Project.

Environment: MS Project, Empirix Hammer, Rational ClearCase, Rational ClearQuest, MS Visio, and MS Excel

Confidential, Torrance, Ca

Senior IT Business Analyst

Responsibilities:

• Managed and tracked the implementation of custom contact services, agent performance measurement, quality and operations management
• Worked on WSDL and XML files
• Developed the project plan and project artifacts, created the scope, estimated project resources/staffing, timing, and sequence of deliverables
• Conducted Scoping sessions with cross functional teams, defined scope for multiple service enhancements.
• Conducted JAD sessions with the executive sponsor and client-side stakeholders to gather requirements for the new upgraded platform
• Managed offshore teams in a multi vendor environment including billing and scheduling of resources
• Deployed Genesys open architecture software to support IVR (Interactive Voice Response) and CTI (Computer-telephony Integration) systems
• Initiated the installation of the Genesys Gplus Siebel 7 Adapter to the existing Customer Relationship Management (CRM) systems to view complete history and contact information of the caller (resulting in first call resolution levels of 90 percent and quality satisfaction of 94 percent)
• Facilitated the integration of Genesys Outbound and Inbound Voice platforms for faster resolution and intelligent call routing
• Prepared the business plan to obtain funding and substantially improve the CTI solution (scope included expanding the current Genesys framework from 500 to 1,500 call agents)
• Measured and delivered Key Performance Indicators (KPI) to clients and management - ranging from average hold times to more sophisticated insights that included profit-per-call, referral rates, and cross-sell rates
• Interacted with the client design team to create functional prototypes to ensure optimum user experience in the new platform
• Assessed the impact (risk and gap analysis) of technology solutions on clients and employees to develop and implement strategies to effectively manage change and human performance
• Completed project cost-benefit analysis and capital budgeting analysis for the projects
• Assisted in the execution of various levels of User Acceptance and Operational Acceptance testing to prove that the system conformed to specifications of business and quality requirements
• Extensively used Rational Rose, Requisite Pro, and MS Office Visio to develop requirements, designs, use cases, WBS, and network diagrams

Environment: Genesys 7, IVR, CTI, Microsoft Office Suite, Microsoft Office, MS Visio, Microsoft Office Project, UAT

Confidential, San Jose, CA

Senior IT Business Analyst

Responsibilities:

• Accumulated system requirements from various departments through analyzing metrics conducting meetings and leading Teleprescence sessions with management, team members, users for open and pending issues.
• Gathered requirements and brainstormed new effective ways to reduce user cases while streamlining the site to create a better user experience.
• Worked with WSDL and XML files
• Performed GAP analysis for new requirements while organizing project statuses based on levels of priority and importance.
• Communicated with several sides of the team understanding their requirements and limits of scope.
• Placed in charge of contacting decision makers in gathering rights for editing and approvals for changes to the project.
• Defined Scope for widespread outage notifications project
• Gathered, Organized and analyzed the metrics while presenting the data back to management giving them a better idea of critical issues.
• Organizing weekly Project Status and Task Review meetings
• Drove the entire project from the ground up while keeping cross functional teams updated.

Environment: MSExcel, MS Powerpoint, Windows 7, HTML, Outlook, WebEx, Jabber

Confidential, Long Beach, CA

IT Business Analyst

Responsibilities:

• Gathered business, system, and functional requirements by conducting detailed interviews with business users, stakeholders, and Subject Matter Experts (SME’s) using Rational RequisitePro.
• Implemented the entire Rational Unified Process (RUP) methodology of application development with its various workflows and activities.
• Worked on WSDL and XML files
• Identified and developed Use Cases from the business and systems requirements. Documented high level and detailed Use Cases to include all the functionalities of the new system.
• Served as liaison between the functional and technical team.
• Gathered the functional and business requirements by conducting JAD sessions.
• Followed the UML methodology to Create UML Diagrams including Use Cases Diagrams, Activity Diagrams, Sequence Diagrams, Data Flow Diagrams (DFDs), ER Diagrams using Rational Rose and MS Visio and thus defining the Business Process Model and Data Process Model.
• Created client notification letters, emails, statement inserts, etc.
• Facilitated meetings with developers, system analyst and testers to collaborate resource allocation and project completion using MS Project.
• Defined scope and worked with cross functional teams
• Designed and implemented basic SQL queries for QA testing and report/ data validation.
• Monitored version control and defect tracking activities using Rational ClearCase and Rational ClearQuest.
• Supervised the User Acceptance Testing (UAT) to test the usability of the application.
• Maintained weekly status reports using MS Project.

Environment: MS Project, Rational ClearCase, Rational ClearQuest, MS Visio, and MS Excel,