MARIYAM

Email: acqbhk@r.postjobfree.com

Phone: 703-***-****

PROFESSIONAL SUMMARY:

10+ years of experience in Software Development Life Cycle (SDLC) involving requirements, design, development, testing, deployment, training & support of the application.

Strong knowledge of Project management skills such as time estimation, task identification, and scope management.

Experienced in leading projects across multiple business units and geographies

Proficient in ITSM processes to manage the lifecycle of the project releases specifically using the Incident Management & Problem Tracking tools to provide 24*7 production support.

Ensured that the client expectations are met and SLA is fulfilled without penalties.

Proficient in comprehending business-level and system-level documents including the Business Rules, System Requirement Specification, System Design Specifications, Database Schemas, and Test Plans.

Experienced in effective client interaction and communication with end-users, associates, QA team and developers.

Create, Manage & Present project plans using MS Project.

Tracking incidents and problem tickets organize and distribute the current project status metrics to the stakeholders via weekly/monthly meetings.

Skilled in Business Analysis which includes Requirement Gathering, Studying of the existing system, Gap Analysis and documenting the process as per UML standard.

Experienced in developing and analyzing Use Case diagrams, Sequence diagrams, State Chart diagrams, RACI charts and Class diagrams

Exposure in creating and analyzing Data flow diagrams and Entity Relationship diagrams.

Proficient to productively work remotely, even on an onsite-off-shore model.

Experienced in using the Quality center tool, QuickBase, Clear Case/Quest and SourceForge application for defect management.

Create in-depth training materials for end users and conduct training session involving hands-on interactive sessions.

Strong knowledge in CRM Architecture and Data Model.

Strong knowledge in Business Intelligence and Reporting Software.

Experienced in packaged applications Software

In-depth knowledge of Design, Implementation, Deployment & Testing of CRM applications with a thorough understanding of the architecture, scope and functionality.

Proficient with Tools and Client in configuration and customization of Objects at multiple levels.

Excellent development skills in implementing Scripting (Server & Browser).

Strong knowledge in designing, developing and deploying Workflow Processes, Workflow Policies and Business Services.

Well versed in querying the databases (SQL Server and Oracle) using SQL, PL/SQL

Worked on EAI and Enterprise Integration Manager (EIM).

Managed Installation, Administration, migration & deployment of releases.

Requirement Analysis, Design and Implementation of Assignment Manager Rules.

Converted Actuate reports to BI publisher.

Generate reports using COGNOS.

Proficient in making the system ready for 508 compliance using JAWS tool & WAVE tool.

Detail-oriented energetic team player, motivated with multi-tasking capabilities, problem solver, and hands-on leader with exceptional presentation and client/customer relation skills.

TECHNICAL SKILLS:

CRM/Packaged Software skills

Configuration, Scripting, Workflow, Assignment Manager, EAI, Reporting & EIM

Project Management

MS Project, Clarity Workbench, ITIL (ITSM)

Domain

Hospitality, Financial, Telecommunication, Insurance, Call Center & Service Consumer Goods, Retail Industry.

Reporting

Actuate, BI Publisher, COGNOS

Database

Oracle, MS SQL, DB2

Internet Tools

HTML, XML and Java Script

Languages

C++, C#, JavaScript, SQL, Visual Basic and e-Script

Other Tools

Rational Rose UML, VSS, TOAD, SQL Developer, Clear Case, QAS

Defect Tracking Tool

Quality Center, Team Forge, Quickbase, Clear Quest, BMC Remedy

Operating System

Windows 7/XP/2000/98

Accessibility Tool

JAWS, WAVE

sFTP Tool

COPSSH, Putty

EDUCATION:

Bachelor of Engineering (Computer Engineering), India

CERTIFICATION:

Business Analysis and UML

Software Engineering Certification

OCA (SQL Level 1)

Oracle Unified Methodology Level 1 & Level 2

TRAINING:

Business Analysis

Oracle BI Publisher

Oracle (SQL)

JAWS Tool, WAVE Tool & 508 compliance

ITIL

Assignment Manager

CRM Upgrade

CRM Server Setup & Administration

Enterprise Application Integration

PROFESSIONAL EXPERIENCE:

Marriott, Bethesda – MD April 2013 – Till Date

CRM Portfolio Manager

Project Description:

Marriott uses a bundle of CRM applications to support several different business disciplines in performing relationship management. Mystique application is being used by Ritz-Carlton properties. It acts as a one touch point for Guest Preference, Stay Information, and Incidents tracking. OASIS stands as an acronym for “Owner Account Strategic Information System”. This system serves as one stop for managing and tracking the properties that are Owned, Leased, Managed or Franchised. MBS Call Center application is primarily used to manage the call center for financial systems. This project involves application support in production environment and project management for enhancement development and deployment for 3 global applications.

Responsibilities:

Defining the scope of the projects and setting goals for 3 diverse global applications.

Assessing project requirements and allotting tasks to suitable candidates.

Coordinating with the project staff (both onsite and offshore resources).

Setting project budgets, planning project timelines and adhering to them.

Creating project plans and tracking the project progress with appropriate tools like MS Project.

Performing risk management assessments for projects and assuring quality with final checks.

Guarantee the attainment of key milestones by proactively tracking metrics and project outputs.

Organize and present current project status metrics to stakeholders via weekly/monthly meetings

Manage resource allocation across multiple applications including tracking resource bandwidth and forecasting future availability for scheduling new releases.

Consider, prioritize and balance the competing needs of diverse stakeholders.

Provide operational support to 3 different global applications in 24*7 environment.

Manage incidents, problems and defects using BMC Remedy for all 3 diverse applications.

Resolve high priority defects in least possible time to maintain application availability.

Co-ordinate with various teams like DBAs, Network Support, Server Admins and 3rd party vendors to ensure smooth working of the applications.

Manage interfaces using MQ series, EAI and XML.

Setup sFTP Id for properties to securely communicate using COPSSH tool.

Handle planned and unplanned outages for supporting the production environment 24*7.

Manage disaster recovery environment to ensure it is aligned with the production environment and is ready to be deployed when need arises.

Create, manage and approve various system change management requests in BMC Remedy to ensure successful rollout of security patches, software rollout and enhancement releases.

Determine level of effort (LOE) for enhancement request, develop and deploy it in timely manner to meet business needs.

Execute data Segmentation process involving running SQL Stored Procedure & EIM Load.

Write client side business service using eScript and deploy it as needed in production environment.

Design and develop workflows, workflow policy, & business services to meet user requirements.

Generate COGNOS reports for fulfilling user requests.

Convert existing Actuate reports to BI publisher reports using BI conversion utility.

Implementing the business user’s needs before Go-Live and training end users on the application developed.

Lowes, Mooresville - NC Mar 2012 – March 2013 Project Lead

Project Description:

Lowe’s project was to enhance their application used for Sales, Contact and Call Centre departments. Application would integrate with their existing external systems that store customer record, order/quotes details, job details, work & change order details, installation details etc. Their intention was also to build an organization structure for their stores in different regions & districts. To make communication stronger & effective between the store agents and customers, Lowes wanted to introduce means like emails, faxes, notifications, alerts etc.

Responsibilities:

Interacting with client for requirement analysis, client’s needs & expectation about the application to be developed.

Assured that all Artifacts are in compliance with corporate SDLC Policies and guidelines.

Monitored and assisted in designing and development of Use Cases, Activity Diagrams, Sequence Diagrams, OOD using UML.

Translating requirements and process flows into specific functional design which are in liaison with industry best practices

Ability to convince and obtain consensus across stakeholder groups.

Coordinating with offshore team for analysis & feasibility of the client’s expectations.

Creating and getting approval of the design documents.

Managed a team by ensuring the delivery of assigned components and communicating information to the team and to the management.

Created RACI charts.

Preparing monthly status report and metrics sheet.

Coordinating with offshore team for preparation of design

Maintain the document version using Team Forge and SharePoint.

Working on proof of concepts.

Scope analyses by time estimation and task identification.

CRM application development as per design documents

Designing and developing workflows, workflow policy, workflow policy action and business services to meet user requirements.

Setting up Symbolic URLs to utilize Universal Content Management (UCM)

Participating in defect triage.

Root cause analysis, fixing defects and assisting in fixing defects during testing phases using Quality Center.

Review of code fixed for defects.

Logging service requests and interacting with Oracle support if needed

Working on Change/Enhancement requests & assigning work to offshore developer for quicker work.

Part of the team during pre & post Go-Live of the Application

Assisting clients infrastructure team during migration of client side data like list of values, positions, responsibilities, views etc

Performing manual tasks required during migration.

Validation of instance after code migration and fixing gaps.

Being part of the user training during UAT phase.

Training end users on the application developed.

Implementing the client user’s needs before Go-Live.

NISH, Vienna - VA May 2010 – Feb 2012 Project Lead

Project Description:

NISH is a national non-profit agency whose mission is to create employment opportunities for people with severe disabilities. They have implemented CRM Partner Portal to enable them do business and share information in efficient way with their partners.

Responsibilities:

Involved in every stage of SDLC right from requirement phase / development / testing / UAT / production environments.

Taking the accountability in delivering and implementing quality releases on time and within the budget.

Provide leadership and mentorship to the program teams prioritizing projects and ensuring commitments are met providing high quality and cost effective system.

Responsible for build and configuration management.

Interacted with the client side ‘C’ level executives for requirements gathering.

Maintaining the project planning and schedule in a tool called ‘Clarity’.

Prepared business process flow diagrams and design documents implementing Opportunities, Projects, Registration, Financial Assistance & Financial Data modules in CRM Call Center and CRM Partner Portal Applications.

Participated in application review sessions with the business.

Prepared and managed requirements for automated emails and outbound communication.

Successfully implemented proposal templates (merge docs).

Gathered requirement & managed sub-project for converting existing Actuate reports to BI publisher reports using BI conversion utility.

Worked extensively on issues related to standard interactivity and resolution in Partner Portal.

Used JAWS Reader to test & configure the application from accessibility point.

Assisted the production support team during deployment activities.

Assist in user training during UAT phase.

Preparing training materials for end users on the application developed.

Repository migrations from Development Environment to QA, Staging and Training Environments.

Farmers Insurance, Burbank - CA Jan 2009 – Apr 2010 Sr. System Analyst

Project Description:

This project involves implementing a CRM solution for different lines of business and moving the client away from its current mainframe-based system. This project is basically divided into 2 areas: Upgrade from existing application and enhancing the application by incorporating new requirements.

Responsibilities:

Requirement feasibility analysis and solution engineering by researching upon the Vanilla functionality.

Requirement gathering and application analysis for Use Case preparation.

Participated in Joint Application Design/Development (JAD) sessions and involved in discussions with clients/users/SME.

Followed the UML based methods using MS Visio to create: use case diagrams

Implemented and managed migration process and tracked progress for team members of project through completion.

Analysis of enhancement and new requests.

Transforming Use Cases into Technical Design Documents.

Preparing monthly status report and metrics sheet.

Recording and distributing meeting minutes, action items, and following up with stakeholders and project teams

Maintaining the project planning and schedule in a tool called ‘Clarity’.

Assist in preparation of project initiation documents and project closure documents.

Admin Owner for the Team Forge Activities which involved defect tracking, requirement gathering and maintenance of the various deliverables of the releases.

Maintaining the documents in the Visual Source Safe and maintain the (RTM) Traceability Matrix.

Comply with the Quality Assurance for related documentation using SharePoint Application.

Working closely with Business users and offshore team for issue prioritization and resolution.

Developed Workflows, Workflow Policies and Workflow Actions for automation.

Customized the application by writing e-Script to achieve the client requirement.

Reviewed changes for thoroughness, creating Unit Test Scripts & documented test results using Mercury Quality Center tool.

Testing of Upgraded application from UI perspective.

As part of SWAT team member, worked closely with business, testing team & developers in resolving the defects.

Involved in weekly walkthroughs and assessment meetings, to verify the status of the testing effort and the project as a whole.

Assisted the production support team during deployment activities.

Assist in user training during UAT phase.

Preparing training materials for end users.

IEEE, Piscataway - NJ April 2008 – Dec 2008 Sr. System Analyst

Project Description:

This project is for a non-profit organization known as IEEE, which is primarily involved in setting the industry standards for diverse areas. Company’s business is involved in generating members who rely heavily on it as a source for technical information. They used eCustomer 8.1 for member registration and Call Center 8.1 for administration. eService 8.1 was used to log service requests.

Responsibilities:

Actively involved in requirements definition meetings with design team.

Worked on Project documentation preparation with MS Visual Studio, MS Power Point and MS Word Document.

Played a major role in developing the product user manual.

Recording and distributing meeting minutes, action items, and following up with stakeholders and project teams

Gathered requirement for entire online product shopping (Checkout) process.

Project initiation documents preparations related to infrastructure management.

Experienced in writing requirements for Client Telephonic Interface (CTI)

Generated graph, defect reports by severity & report them to manager.

Participated in design walkthroughs and prototyping and implemented the suggested changes.

Involved in configuring State Model and worked in configuring List of Values, Pick Lists (Static &Dynamic), Toggles and Drilldowns.

Extended the DB tables through custom tables and columns.

Analysis of log files and fdr files to find the root cause for Object Manager Crashes occurred in various environments and fix the issue.

Also involved in configuring css file and swt files.

Modified the user registration, payment and quote/order workflows in eCustomer.

Modified the business services and tested them through simulation in web client.

Tested the functionality for entire online product shopping (Checkout) process in eCustomer application.

Associate View to Responsibilities and LOVs creation/maintenance.

In addition to general configuration, also responsible for defect fixes during the System Integration Test phase and UAT.

ADA, Chicago - IL Dec 2007 – Mar 2008 CRM Analyst

Project Description:

The project was for one of the world’s largest dental association. ADA Upgraded their Call Center, eService and eCustomer applications and also added enhancements the functionalities of existing applications for managing their employees, customers and clients.

Responsibilities:

Worked on creating (RTM) traceability matrix to trace Business Requirements, Functional Requirements and Use Cases.

Worked on performing Gap analysis between businesses requirements of proposed system and existing system

Involved in product administration: Setup of simple, bundle and customized products with product class, product attributes.

Set up promotions & offers: coupon & bundle promotions

Associated aggregate discounts and volume discounts with the products / pricelist.

Played a major role in developing the product user manual.

Created catalog-categories to arrange products on UI based on the customer membership details.

Worked with email and correspondence templates.

Set up QAS (Quick Address System) in new environment successfully.

Made customization on the data layer, business layer and UI layer.

Involved in bug-fixing during SIT phase.

Understanding and testing the Order Management functionality in eCustomer application.

Configuration of eService Application to make sure service requests are created properly and data is reflected in call center.

Preparing test cases and test data for Unit testing and SIT.

Testing of Upgraded application from UI perspective.

Logged defects and updated assigned defect in Team Forge.

Optus, Australia April 2006 – Nov 2007 Developer

Project Description:

A Leading Telecom company business was aimed at achieving significant improvements in their quote to cash (QTOC) process for their new Lean IP Product suite. The solution encompasses Account, Quote, Order and Opportunity Management functionality.

Responsibilities:

Identified the mistakes in the existing design documents and updated the documents with corrections for following modules: Opportunity, Account and Quote Management with MACT Quote functionality.

UI layer designs and development like modification/addition of applets, views and screens.

Business layer modification like changing BC field properties, adding field user properties, BC user properties, using MVLs, joins, picklist and calculated fields.

Extended the DB tables through custom tables and columns and created User keys and Indexes.

Implemented EIM best practices in mapping data with external data through EIM tables.

Modified and designed batch jobs to import / export data between database and legacy systems.

Involved in Data Mapping for loading the Legacy data and prepared complex SQL queries, configured and optimized configuration (.IFB) files to run EIM job for data load.

Wrote complex SQL queries against other Legacy Systems to retrieve data and validate it for Import process.

Involved in creating Unit Test case and in Preparation of Test Logs which is used for Designers to Review the Technical Implementation.

Worked with the Production support team to resolve the issues and with the implementation teams for successful srf fixes on Test and production environments.

RICOH, Netherlands Jan 2005 – Mar 2006 CRM Developer

Project Description:

RICOH is one of the world’s leading suppliers of office automation equipment, including copiers, facsimile machines, data processing systems and related supplies. This project involved technical design and build & unit test of the 03 release for CRM application. The main domain focussed was Call Centre and eServices.

Responsibilities:

Developed ER diagrams and Physical Data-model.

Implemented business logic using runtime events, personalization rules & user properties.

Enhancement and customization of Business Objects, Business Components and interfaces (Screens, Applets, and Views), Calculated Fields according to the client business process.

Involved in Unit Testing, System Integration Testing & UAT.

Assist in preparation of project initiation documents and project closure documents.

Admin Owner for the Team Forge Activities which involved defect tracking, requirement gathering and maintenance of the various deliverables of the releases.

Maintaining the documents in the Visual Source Safe and maintain the (RTM)Traceability Matrix.

Worked on Project documentation preparation with MS Visual Studio, MS Power Point and MS Word Document.

Associate View to Responsibilities and LOVs creation/maintenance.

Use SQL to query for data across the databases.

Coordinated with testers to effectively track/fix/close the defects encountered.

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