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Rahul Berry

****-** ******** ******, ******* M4C 5N3 ( 647-***-**** (

ace6wn@r.postjobfree.com

SUMMARY: To seek further challenges where my diverse background and

expertise will be utilized and advanced, ideally in

the space of Business Analysis, Customer care

Analysis and Reporting,, Project Coordination,

Process analysis and/or IT operations management.

I consider myself as a high achiever and effective

team member - Flexible, pragmatic, determined and

enthusiastic. I have outstanding academic record

in both business and technology disciplines, also excellent

people and communication skills, both oral and

written.

BUSINESS SKILLS

. Customer care and Billing Assurance, Business Analysis (Defining

Business Scope and Process/Project initiation)

. Documented Functional and Non Functional Specification (Requirement

gathering), end to end process Mapping.

. Gap Analysis in existing systems (Legacy/Strategic), process

documentation and maintained document control sheet for continuous

improvement.

. Change Management.

. Familiarity with Project Methodologies - ITIL (Certified V3

Foundation), PMBOK.

. Extensive stakeholder engagement and communication management within

critical deadlines, Conducted JAD Session(s).

. Service and Incident management (Contact Centre).

IT SKILLS:

. Develop and documentation of Use cases, Regression/UAT Testing

. Validating Data integrity upstream/downstream between interface

management systems

. MS-VISIO (End to End Process Mapping, Technical diagrams, Defining

artifacts in swim lanes and health of processes, workflows,

flowchart) UML, Development of User Cases and Test scripts

. CRM- Siebel User interface design definition (VROOM/DCP1 and DCP2)

. Contact Centre workforce management (Total View, Genesis - CTI - IVR),

database reporting and management (Oracle 10g) and in MS-Excel

. Contact Centre Service and Incident management reporting in iTAM/BMC

Remedy application and SharePoint (Off shore and Onshore)

. Windows, MS-Office (MS-Excel, MS-Word, MS-PowerPoint)

. UNIX (IBM-AIX, Sun Solaris), MIS and Billing (ISIS and Siebel), BI

(Exposure to Crystal reports), BPMN, SDLC, SOE.

EXPERIENCE

Jan'04 - Present Business Analyst Project Management Office

NRT Technology Corp., Scarborough, Ontario.

NRT Technology Corp. provides cash handling and

support services for gaming

establishments, lotteries, retailers and ATM

operators. The organization is a supplier of self-serve,

cash-handling kiosk systems for the casino

industry internationally, and operates the largest network

of "white label" ATMs in Canada.

. Engagement with various critical projects which includes capturing

business requirements (BRD's) for development of interfaces

specifications (dll API) for client's host systems and CHS (Cash

handling system) residing on the kiosk.

. Development of functional and non functional specifications, use

cases.

. Developed end to end process maps for internal business units for

commonly used forms - mainly HR, Accounting and Finance, Business for

a new CRM implementation for change management project.

. Involved with development of Point of Sale (POS) interface

specification for Interac / Credit card transactions.

. Continuous engagement with in the Project Management office for

continuous improvement.

. Adhering to strict deadlines in achieving project deliverables.

. Strong stakeholder engagement; internal and external; planning,

facilitating and chairing meetings.

Apr'13 - Nov'13 Human Resource - Business Analyst Corporate Services

(Contract)

Aisling Discoveries. Ontario. Canada.

. Providing HR Business Analyst support to Director, Corporate services,

including set up and completion of operational

Audit's and compliance reports in MS Excel (Absentee list for

compliance/reporting purposes).

. Assisting with Development and implementation of strategic Business

Continuity Plans/Business Impact Analysis and emergency/risk

procedures for multi-site environment.

. Developing procedural manuals (purchase order management and Share

Point user documentation - Intranet).

. Assisting Human resources Manager with personal record management,

safety incident reports including file audits and such reporting.

. Successfully Implemented Asset management process and inventory for

Toy Mobile project.

. Reporting through Human Resources database (InSync) and in Crystal

reports (Business Intelligence).

. Supporting agency's Health and Safety program including review and

analysis of WSIB Accident/Incident reports.

. Assisting in analysis of existing billing framework with

vendors/insurance organizations, Purchase Order and Tender/quote

requisition and also accounting/HR system to enhance efficiencies and

reporting.

Rahul Berry 647 -606-7780

ace6wn@r.postjobfree.com

2

Work experience continued.

. Extensive internal and external Stakeholder communication and

management.

Feb'12- Dec '12 Process Specialist Customer care/Billing & Media and

Online Systems Assurance

Telstra Corporation, Melbourne Australia.

Telstra is an leading Australian

telecommunications and media company, involved with building and

operating telecommunications networks and

marketing voice, mobile, internet access and pay television

products and services with revenue of approx.

A$25 billion (2011) and business profitability of nearly

A$3billion (2011).

. Engaged with 'Business process Management' solutions (POT/RFP),

reporting and vendor engagement (Eg Accenture and Infosys) for

enterprise wide solutions in the Assurance systems space. Defining end

to end process maps (workflows/flowcharts)/ Process design in MS Visio

impacting current process flows.

. Prepared varied business critical reports for end to end process

management and health of processes involving 'As Is' to 'To Be' state.

Managing SQL Scorecard/Dashboard reports in Oracle Application Express

(APEX) reporting for business.

. Involved with various stakeholder engagement (internal and external)

and projects and such reporting. Involved with Analytical thinking and

operational problem solving.

. Involved with preparation of VROOM (Rough order of magnitude),

DCP1/DCP2 and Issue Trees for enablement of

process changes in Strategic billing system like Siebel through deep

dive analysis while also defining process maps.

. Used Advanced Excel skills, to prepare management reposts through

Vlookup and data analysis, including database

reporting through excel Pivot tables.

Key Achievements

Successful implementation of SQL 'Network Pattern

management' reporting through CABLEDAM and almost real

time update in the strategic system, to reduce truck

rollouts, saving the business approx AU $3,000 a day. Initiation

of project management processes affecting field workforce

and implementation of UI changes in the Siebel platform.

July'11 -Jan'12 Business Analyst - Online Student Handbook & Interfaces

(Contract)

University of Melbourne (Student Systems and

Business Support) HEW - 7.5

. Responsible for capturing and documenting the Business requirements

and Functional specifications for every new fortnightly release of the

Student Handbook.

. Extensively used JIRA to communicate the Functional and Non Functional

Specifications to the Project development team.

. Responsible for extensive analysis of any problem in Handbook space,

using deep dive analysis and creating issue trees to progress with the

"how" and "why" of the problem .

. Produced end to end process maps (business artifacts in swim lanes) as

part of the development and made several suggestions, all of which

were subsequently incorporated into the standard.

. Solely responsible for carrying out extensive regression testing and

UAT associated with Handbook release through its life cycle for both

Editor and Public Interface.

. Involved in running the Handbook export in UAT for the purpose of

analyzing the data exported from ISIS to Handbook for the purpose of

data integrity and validation.

. Responsible for advising various processes involved within the

Handbook space to the Stakeholders and keeping them involved with any

new enhancement and the delivery timelines.

. Have been responsible for carrying out extensive Impact Analysis and

documenting them in business Impact analysis report for Interfaces

during the ISIS upgrade.

. Was responsible for analyzing tables, data and the impact on various

files being exported to and from ISIS.

. Was involved in coordinating with different domain BAs and major

stakeholders in ITS on behalf of SSABS during the Impact Analysis

phase.

. As the sole BA for Interfaces I have been extensively responsible for

documenting various Business Requirements for Library, Learning

Management System, Advance, ARS and defining the processes to the

stakeholders in each domain space. Have been involved in detailed

analysis and validation of various data feed from time to time in both

UAT and Production Environment

Rahul Berry 647 -606-7780

ace6wn@r.postjobfree.com

3

Work experience continued.

. Exclusively responsible for liaising and negotiating with the IDM

(Identity Management System) project team regarding the requirements

for IDM feeds from ISIS. Responsible for facilitating stakeholder

meeting s to see that the IDM feeds are configured according to the

requirements. Involved in analyzing the impact of various feeds to

maintain data integrity and its impact on ARS (Account Registration

System).

Nov'10 - July'11 Contact/Call Centre Business Specialist (Incident

Management) Service Delivery

IT Governance and Stakeholder Communication

management Telstra Corporation, Melbourne.

. Involved with aligning the Delivery Solutions group by developing

tools, templates, and processes for use by

Delivery Solutions. Made continuous development to improve Delivery

Solutions mode of operations to fully

support operational team. Involved with conducting health checks or

tests with Service Delivery business;

including Contact centers, Test & Fulfillment, Field Enablement &

Infrastructure and Customer Information

groups.

. Established working relationships between the various stakeholders

including IT, Networks and staff within Delivery Solutions (operations

team) to effectively achieve defined KPI's/metrics.

. On behalf of the Service Delivery business, managed IT and Network

incidents (MIM) so as to mitigate impacts to the

Service Delivery business through managing Conen's and reporting

incidents in iTAM through Severity matrix 1 - 4. Ensured actions were

taken to prevent similar future occurrences through detailed root

cause analysis and PIR.

. Utilized analytical skills to generate various reports that would lead

to identifying potential cause of problems and work with stakeholders

to identify solutions to increase stability of IT/network systems.

Involved with document

management in Share point.

. Generated and monitored IT/network health reports to identify trends

and isolate issues. Developed and

managed the communications strategy and stakeholder plan for

Service Delivery.

. Involved with end to end workforce resource management to proactively

determine appropriate actions

involving monitoring downstream workflow and workload in real time and

respond to variances against plan

forecast utilizing key systems, while providing technical support and

updates to stakeholders against variances.

. Being a part of Change Management, ensured outages/changes to critical

systems are approved and

communicated to the business as per KPI's. Development and maintenance

of corporate memory / knowledge

Database (SharePoint).

Key Achievements

Involved in a very dynamic business operations, maintaining

mission critical monitoring of real time data affecting IT

and Network systems and its reporting. Root cause Analysis

and proactively identifying issues and pain points

concerning offshore and On-shore centre's to have higher

customer satisfaction and business efficiency. Developed

highly effective communication strategy for higher severity

issues.

Jan'10 - Sept'10 Business/Database Analyst HRB Merchandise Sourcing.

. Performed comprehensive market analysis and created sale forecasts for

the national market. Analyzed

economic consumer trends within domestic markets and competitor

analysis resulting in entry strategy

recommendations based on client's corporate identity and brand

message.

. Responsible for reporting and analysis on all direct marketing

campaigns (catalogs, flyers), including key

performance metrics and customer segmentation analysis. Developed

detailed reports of campaign results,

compared tests to evaluate expected sales, net sales lift, and net

margin impact; in order to determine program

effectiveness. Database analysis performed in SQL and transferred to

Excel for reporting purposes.

. Prepared documentation of high-level business requirements and

conducted initial investigations into the

implementation of a CRM system. Conducted effects on stakeholder

management in identifying the business

processes affected by the new business mechanism to meet legislative

requirements and taxation.

. Simultaneously developed and nurtured excellent relationships with key

businesses and consumer

accounts. This established trust and rapport and allowed the

organization to rebuild former relationships as

well as establish a new lucrative client base.

Key Achievements

Created effective working relationship with key

stakeholders. Personally measured improved data

analysis which projected an growth of approx. 20% of total

company revenue over the past 8 months,

implementing extensive market research recommendations.

Oversaw various important aspects of communication for the

organization - external and internal were

Rahul Berry 647 -606-7780

ace6wn@r.postjobfree.com

4

Work experience continued.

directly under my attention.

Dec '97 - Nov' 03 Sr. Executive, Customer Care / MIS and Billing

Hutchison - Vodafone Telecom, New Delhi, India.

. Involved in Oracle Database object validations, Gap, and maintenance

of structural changes in the Oracle

database, database tuning incorporating test plans. Maintaining

complete collection of CDR (for all 4 MSC's).

. Periodic Authentication/De-authentication of SIM/MSISDN commands

containing subscriber provisioning

data in HLR (Home Location Register), mediation server. Call rating of

CDR's for all circle/Regions and processing EOD (End of Day). Ensured

daily and weekly backups of production and standby systems at data

center and disaster recovery sites. Responsible for mission critical

operations in Billing and systems, involving prepaid ticket file

processing. Provided excellent customer service in regard to technical

assistance.

EDUCATION

Studying towards PMP credentials

(2013)

Certified ITIL V3 Foundation Level

(2011)

Oracle Certified Professional DBA 10g,

(2010)

Bachelors in Professional Accounting,

Victoria, Australia

Masters in Business Administration (MBA),

Deakin University, Victoria, Australia.

(2008)

Bachelors in Commerce, Meerut University,

India.

(1996)

Studying towards PMP credentials

(2013)

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