Resume of Business Analyst

Title
Business Analyst

Primary Skills
BA, Testing, IVR, Call Center, Web technologies, Financial, Banking, Mortgage, Mobile, Logistics, Product Development

Location
US-OH-Columbus (will consider relocating)

Posted
Feb-13-08

Senior Business & Quality Analyst
______________________________________________________________________
Self-motivated and result oriented professional with more than 7 years of strong and confirmable records in business & quality analysis. Exhibited credentials in translating business requirements into cost-effective and high-performance IT Solutions. Well established analytical, critical and problem solving skills. Exceptional oral and written communication skills with certified management and leadership qualities.

Experience Summary:

• Total 11 years of experience in Business Analysis, Testing, Reporting, product implementations, software development, product implementations, support, delivery and training.
• About 7 years of excellent skills in Business Analysis, OO Analysis, Data Analysis, Requirement Analysis, Business Modeling and Use Case Development using UML methodology.
• 5 + years of experience as Project Leader/On-site Off-shore coordinator, while closely working on technologies
• Strong domain expertise in Financial, Banking, Mortgage, Mobile, Logistics & CRM areas
• Expertise in all disciplines of Business Analysis including process modeling, process re-engineering, requirement elicitation/documentation/management, systems specification, test planning/scripting/executions
• Immense experience in designing, scripting and conducting of User Acceptance Tests
• Strong experience in Call Center (IVR, VXML) business analysis and testing.
• Highly experienced in testing of Call center products (Aspect Suite of contact center products, IBM DirectTalk, Avaya), with more than 6 years experience in the same domain, at various countries (US, UK & India).
• Strong in business analysis, vendor management, integration with other groups across the whole environment, maintaining equilibrium between users and developers
• Strong experience in end to end product development, while specialized in implementation and presales
• Manage day-to-day relationships with both clients and technical team members. Participate in the system design and system selection processes as voice of business user. Act as a liaison between business and systems during analysis, development and testing phases.
• Provided detailed analysis and documentation for business area processes. This consists of Scope, Technical Specifications and functional requirements. Familiar with standards like ISO, CMM Level 5
• Hands on experience in using UML Modeling-use case documents, use case diagram, class diagrams, interaction diagrams, activity diagrams, state chart diagrams and documentation of each and every methods and attributes.

Education Background:

Bachelors Degree in Computer Science from S V University, April'96

Certifications:
Aspect suite of call center products - Aspect
Leading & Facilitating Teams - Belmont University


Technical Profile

Call Center's & CRM ACD, CTI, IVR, VXML, IBM DirectTalk, Aspect ECS, Contact Server, Web Collaboration, Aspect EMS, Cisco IPCC, eWorkforce Management, Witness call monitoring system, NICE loggers, Data mart and Reporting with Crystal Reports

Additional Skills UNIX, Shell&Perl Scripting, Oracle 9i


Previous Employment History

1. Nov-07 to till date -- Senior Business and quality analyst at JPMC, Columbus OH
2. Sep-06 to Aug-07 - senior Business and quality consultant in Hewlett-Packard positioned in Thailand at client location (Hutch, Thailand), and responsible for Call Center applications.
3. April-04 to Jul-06 -- Associate Consultant in Ness Technologies, positioned in India for client Franklin Templeton Technologies, for their offshore production and development center. Responsible for all Franklin call centers in US, Canada, Germany and India
4. April-03 to March-04 -- Business Analyst in Satyam computers, positioned in UK at client location (Hutch, UK), and developed various applications for Hutch call centers in UK and Italy
5. March-00 to March-02 -- Senior Business analyst in Innova Solutions, Santa Clara, USA
6. May-97 to Feb-00 -- Software Engineer in CBSI, based in India


Professional Experience

JPMorgan Chase, Columbus, OH Nov'07 to till date

Chase Home Finance (CHF) is one of the primary Line of Business (LOB) of JPMorgan Chase. CHF IVR applications, provide its customers access to 24 X 7 call center with various self service options (Account balance, payment due dates, year end tax info, Escro balance info, Line of credit, Fast pay request, promise to pay request, pay over phone), and the option to talk to live agents for the assistance. IVR applications are built in VXML standards, and Genesis servers are implemented for ACD/Cti solutions.

CHF web application provide its customers access to their home loan accounts, to get the above mentioned services.

Projects Handled

o Prime & Sub Prime application
o Home Equity application
o Yearend Tax Information
o Fast Pay remediation

Responsibilities

o As a Senior Business and quality analyst, responsible for various functionalities in the overall IVR environment and web application.
o Review business requirements, validate against current architecture, and document the requirements.
o Suggest changes to business requirements, and responsible for User acceptance test
o Liason between business users and technical team, in making sure that both the groups are at the same understanding of requirements
o Create, maintain call center reports for the business analysis
o Provide proper test data for unit, integration and UAT testing
o High Level testing post UAT, to validate the correct deliverables



Hutch, Thailand, Mobile Apps Sep'06 to Sep'07

Projects Handled

o Self Café -- Mobile post paid application
o 9-10 Conversion -- Conversion of telephone numbers from 9 digits to 10 digits in all applications -- Critical project
o Migration of IVR systems and applications
o TopUp Game -- IVR application that enables customer to top up for mobile games. A marketing strategy application

Responsibilities
o Senior Business and quality analyst of call center application development and production support
o Responsible of requirements gathering, handing over to development team while documenting them, and delivery of intended requirements while handling the user acceptance testing.
o Interact with business and cross functional peers
o Design, implement and production deployment process
o Maintain the applications, post production deployment
o Engaged with process group, and responsible for implementing the same quality process within the project
o Coordination with the peers (Procurement, infrastructure, Vendors) to accomplish the project deliverables at estimated timelines)
o Implemented an efficient issue tracking mechanism for resolution and solution optimization
o Interfacing with the Domain Groups to understand and provide efficient resolution for the overall solution

Franklin Templeton Investments CA USA US-IVR (Global Support), Apr'04 to Aug'06

Description:
IVR application helps Franklin customer to access information about various fund prices, their performances, and their account details etc over using touch tone input and a servicing application designed to reduce or eliminate calls handled by staff in service centers or other organizations dealing with customers or employees. CTI (by QCS) basically integrates the conventional computer with the PBX. Delivering data to customer service agents, monitoring telephony events or routing calls intelligently are typical functions provided.

Role & Responsibilities: Offshore Team Lead
• Responsible for maintaining all franklin call centers across the globe
• Business analysis and testing of ongoing projects
• Communicate with all the teams across the globe
• Testing lead for the entire application development
• Resource manager for offshore team
• Co-ordinates with onsite team and all the business groups across the world, for day to day support issues, change requests and upcoming projects
• Mentoring and training the team various new process, functional areas, to bring them up to speed to be able to handle production issues

Projects handled

• Day to day support issues, and change requirements on need basis
• Support for Franklin's call centers in US, Canada, Germany, & India
• Server refresh project - As part of IBM's requirement to upgrade hardware and newer versions of related software.
• DCS -- IVR application to better serve Franklin's retirement services business sector
• IVR Chennai -- IVR application to serve the customers in India. This application was designed and developed from the scratch with the help of other team members. This project is a set example for Global team effort. People involved in this project are from various parts of the world.
• IVR Chennai--CTI Integration--Newman CRM application: Qcall CTI server from QCS, CA has been implemented as a cti server in all Franklin's call centers, and integrated with Newman CRM application
• Migration of traditional GUI Based IVR scripts to easy to develop and easy to maintain VXML technologies




Hutch 3G, Maidenhead, UK -- Contact Center Applications April'03 to Jan'04

Description:
Implemented Contact center solutions for various 3G call centers in UK & Italy with Aspect suite of products i.e., ACD, IVR, CTI Server, Contact Server, eFlow system. Core development is done in UK and later implemented in other call centers in UK.

Various applications that are developed and implemented are:

• Screen pop and reporting application
• ACD only routing (CCT based call routing)
• IPNIQ (ACD to ACD routing for load balancing and fall over options)
• Pay As You Go (IVR based application, which provide service to pre paid mobile customers)
• Ask SID (IVR based application, which provide service to post paid mobile customers)
• Knowledge based routing (Aspect Contact server routing, which is completely skill based)
• Data mart and Reporting (Aspect Customer Data Mart and Seagate Crystal Reports)
• Integration with People Soft CRM (Implemented People soft based CTI client)

Responsibilities:
• Business analyst and testing Lead for core development/implementations team
• Liaison between business and various development groups.
• Testing and delivery of developed applications.
• Documentation of entire business requirements, delivery status, configuration management
• Designed various reports using Seagate Crystal Reporting Tool
• Provided 4th line support (24*7) for all the call centers across the Globe



VSP, Sacramento, CA USA -- Contact Center Implementation Dec'02 to March'03

Description:
Innova solutions have implemented complete contact solution for VSP-Sacramento. VSP has call centers in Sacramento, CA and Columbus, OH. Aspect Contact Center products are implemented in VSP-Sacramento to provide complete contact center solution with all the three major medias (Voice, email and web).

eWorkforce Management & Data mart are the two other solutions that are implemented as part of contact center solutions. Various reports have been developed and scheduled to provide complete view of day-to-day operations.

Solutions provided are:
• Installation of all the products (ACD, IVR, CTI Server, Contact Server, eFlow System, eWorkForce Management and Datamart)
• Integration of above products with third party applications that already exists in the enterprise.
• IVR based self service to customers (Customers can access their policy details, update the personal info, make payments)
• CCT based call routing, to provide customer interaction with live agents.

Responsibilities:
• Played major role in testing of implemented projects.
• Liaison between client and development team
• Customized forecasting and scheduling services
• Designed various static reports using Seagate Crystal Reporting Tool.



Autodesk., San Rafael, CA USA Nov'02 to Jan'03
Contact Center Implementations

Description:
Innova Solutions provided complete contact center solution for Autodesk by implementing Aspect suite of products, exchange server and right fax server. Autodesk has a contact ceter, where the customers contact Autodesk through mails and faxes. All these mails and faxes will be processed and will have to be deliver it to right Agent.

Solutions provided are:
• Installation of CTI Server, Contact Server and Integration with ACD and IVR
• Innova's Exchange Adapter to integrate with Microsoft Exchange Server
• Innova's Email light client for Exchange Server.
• Solution to do complete Stress/Load Testing

Responsibilities:
• Part of testing team
• Documenting business requirements
• Provided solution for Stress/Load Testing


Innova Solutions, Santa Clara, CA USA Feb'2002 to Nov'2002
ClearView360 -- Product Development

Description:
Innova solutions developed a CRM based product called ClearView360, which provides a complete view of the customer transactions to call center agent. This product can be integrated with any of the CRM solution and can be integrated all the existing applications that are running in customer site. As this product is a web based, a call center agent can access the application from any where in the world and can provide services to their customers. As this product will be integrated with all the applications, an agent doesn't to open all the required applications, while talking to a customer.

Responsibilities:
• Functional Head of call center solutions team, and product development team
• Senior quality analyst for the entire product
• Provided complete support for integration of ClearView360 with Call Center products.
• Responsible for the delivery


Franklin Templeton Investments, Toranto, Canada Sep'2001 to Jan'2002
File Field Expansion

Description:
Franklin Templeton Investments is a leading Investments company in US and CANADA. Most of their applications run on AS/400. One of the applications that run on AS/400 is Share Management System. As their business is growing day by day, they needed to expand the fields. Innova's role is to do the Impact analysis, conversion, testing and implementation.

Responsibilities:
As part of Development team
• Have done impact analysis at customer location in Toranto, Canada
• Conversion of COBOL, RPG, and CL programs.
• Testing of programs modified by other team members
• Documented the changes

Environment:
COBOL/400, RPG/400, CL/400 on AS/400


Mobile Airwaves, USA July'2001 to August'2001

Description:
Mobile Airwaves, a US based company provides solutions for Hand Held devices like Palm, Cell phones, Pagers etc. Innova is developing a server which talks to enterprise applications and communicates with hand held devices.

Responsibilities:
• Integrated Mobile Airwaves server with Aspect and Siebel CRM applications
• QA analyst for complete project

Environment:
JAVA, XML, SOAP, VC++, COM, IIS4.0


EwayZone, Florida, USA Jan'2001 to June'2001

Description:
Ewayzone is a web based logistics suite that offers an ASP model web site for their clients. A client, who wants to use this web site for their freight forwarding requirements, has to register with ewayzone and create his profile. He can add his contact companies in his chain. Modules involved are sending a request for quote, replying to the quote, creating booking order, forwarding the documents, warehouse, Document tracking, Alerts and etc.

Responsibilities:
• Functional and QA lead

Environment:
ASP, HTML, XSL, XML, Java Script, IIS 4.0


Aspect Communications, San Jose, USA March'2000 to Dec '2000

Description:
Innova Solutions, beingSystem Integrators to Aspect Communications, developed and delivered technical training program based on Aspect Suite of Products. Training is given to System Integrators of Aspect. Aspect Communications provides an end-to-end call center solution for call centers across the world by providing their own designed Aspect ACD, IVR, CTI Server and Contact Server.

Responsibilities:
• As a project leader cum designer, handled the development of training program, delivery of training and involved actively in development.


CBRE, Los Angels, USA Feb'1999 to Feb'2000

Description:
It is a Web Based project developed for the client CBRicharEllis, Los Angeles, USA, a giant in Real Estate Business in United States. This application is designed for the purpose of employees from different branches to use it for their daily transactions through web. This application involves, entering the client and property details, creating assignment and vouchering the whole transaction and sending the details to Revenue Accounting System, which was developed in PeopleSoft. As the project deals with money transactions like paying to outside brokers, commission, installments, lots of calculations were done. Oracle is used as database.

Project was developed in CBSI Offshore development center, Bangalore, India.

Responsibilities:
• Involved in development, implementation and testing. Helped integration team in onsite Los Angeles, CA

Environment:
NetDynamics4.0, HTML4.0, JAVA1.1.7b, JavaScript, Four high-end servers with P/2 processors.


Crittenton Hospital, Michigan, USA Sept 1998 to Jan '1999

Description:
The Crittenton hospital is one of the Premier Hospitals providing services for the people of Rochester, MI, USA. This project mainly involves in changing the database to Y2K compliant and implementing Non-Y2K changes in all modules and Reports and testing the Y2K affected programs thoroughly.

Responsibilities:
• As a Team Member involved in conversion of program source using INTO-2000 tool, conversion of program source & DDS to incorporate Non-Y2K changes and testing.

Environment:
RPG/400, CL/400, SQL/400, INTO 2000 Conversion Tool

Certifications
See above


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