SUMMARY:

Exceptionally organized and resourceful Project Manager and Analyst with 8+ years of diversified experience with a track record of producing extraordinary results in project/ process management, process improvement and business analysis in Banking, Financial, Services industry like Norwegian Cruise Lines and e-Commerce like eDelivery, loan servicing, mortgage, deposits and insurance domains for both Private and Global Wealth management customers.

Expertise in all areas of management including decision making, project planning and customer relationships with a proven record of accomplishments.

Experienced in agile development environment managing sprints ranging from two to four weeks, conducting daily scrum meetings strongly tracking and coordinating the daily development and testing progress.

Experienced in all phases of the SDLC including requirements gathering, analysis, design, implementation, testing, deployment and post deployment support as well as software engineering methods like RUP.

Experience managing teams up to 20 team members including development, QA, training, and consultants.

Successful in translating business requirements and user expectations into detailed specifications employing User Story documentation, Unified Modeling Language (UML), drawing use cases diagrams, UML diagrams, Activity Diagrams, Sequence Diagrams, and State Diagrams using MS Visio and Rational Rose.

Expertise in requirements gathering through JAD sessions with business users & development team and also through direct user interviews & workshops.

Expertise in data analysis working with large amounts of data, facts, figures, and number crunching to provide conclusions to the management and the teams to make smart decisions.

Strong repository management and presentation skills to present the translated data findings to the relevant teams involved ensuring data quality.

Documentation skills for writing use cases and functional requirement documents along with Graphical User Interfaces (GUI’s), develop Screen Mockups and Wireframes of the interfaces and workflows using Visio and excel.

Experienced with infrastructure upgrades and service provider projects including Network, Telecom, End User Technologies and Security.

Worked on initializing and managing infrastructure projects by identifying the technical needs of the stakeholders

Successful in maintaining and identifying opportunities to improve the availability of infrastructure and its components as required for the implementation of the projects.

Expertise in designing Test Strategies, Test Cases, and Test Scripts and conducting User Acceptance Testing (UAT).

Writing specifications for enhancements by using existing legacy system documentation and procedures.

Developed training materials and trained end users on newly developed and existing applications.

Experienced in working with various departmental teams, developing interactive relationships with business and IT colleagues, having a thorough understanding of needs, and perspectives of both the business users and the technical team.

Team player, energetic, result-oriented, fast learner, excellent communication skills with strong research capabilities.

Committed to the highest levels of professional and personal excellence.

Great knowledge and experience in working in an on-shore off-shore model based on the business needs and managing virtual teams.

Roles

Project Manager

Product Delivery Manager

Subject Mater Expert

Scrum Master

Business Analyst

Test Lead

Systems Design

Team Leadership

Training

Skills Inventory

Project Management and Process Improvement

Daily Scrum

Requirements Gathering

Conducting JAD Sessions

Use Case and User Story Creation

Test Plan and Test Cases Creation

Business Validations

Sprints Creation and Completion

Scope Development

Multiple Cross-team Involvement

Training and Mentoring

Preparing Training Materials

PROFESSIONAL EXPERIENCE

Service America, Fort Lauderdale, FL February 2016- July 2016

Digital & Application Development Project Manager

Service America implemented field services solution purchased from DSI and Click for the technicians to be able to code out their service calls from the field to minimize human intervention and increase efficiency. As a Project Manager of the PMO team, I was responsible for the end to end implementation of the solutions.

Responsibilities:

As a project manager, I managed, coordinated and delivered large complex projects through all phases of process, design, development and governance of change management while communicating regularly with department heads of Operations, Logistics, Training, Finance and any other groups associated with the specific project.

I managed process enhancements, new applications and functionality implementations, and mobile development initiative prioritized by the business.

Conducted daily standup meetings to assign daily priorities to the development team members and removed impediments.

Developed project scope together with the PMO director and technology consultants.

Developed integrated project plan, web sitemap, functionality descriptions, wireframes, etc. for defining and running website tests.

Developed project plans and allocated resources as per the required needs and budget.

Worked on JD Edwards’ solution that the company uses as the source of truth.

Worked with DSI vendor to implement a solution for implementing coding out services from mobile/ tablet devices to trim down human intervention and human error.

Worked with Euclides vendor to implement ClickSchedule and ClickMobile solutions to provide optimization for service calls scheduled to the technicians.

Worked and maintained all the ongoing client communication via onsite meetings, contact reports, status reports and face-to-face meetings.

Built and sustained long-term relationships, based on trust and consistently meeting expectations of all the business owners.

Anticipated and responded to client needs, while balancing the needs of all the stakeholders.

Worked with multi-functional teams across the business, managing multiple projects at the program level, from discovery through to delivery.

Created Business Requirements Documents, Functional Requirements Documents, process workflows, UI and UX wireframes, and identified process owners and defined process.

Created test plan and test scripts for end to end business functionalities and planned the testing and training for all the technicians of the company.

Worked with the marketing team to extract consumer data reports to compare the service request channels and design a strategy based on the data analysis.

Assisted marketing team in designing electronic advertising and marketing methods.

Norwegian Cruise Lines, Miami, FL August 2015- February 2016

Project Manager/ Scrum Master

Prestige Cruise Holdings, Inc., a subsidiary of Norwegian Cruise Line Holdings Ltd, is the parent company for Regent Seven Seas Cruises and Oceania Cruises. PCH is the market leader in the upper-premium and luxury segments of the cruise industry with over 6,400 berths between the Oceania Cruises and Regent Seven Seas Cruises brands. The cruise lines offer the exquisite luxuries of a private estate at sea, providing an exclusive, elegant and intimate cruise experience like no other.

Responsibilities:

As a PM of the web development team, I was responsible for delivering the enhancements, new applications and functionality implementations, and mobile development initiative for Oceania and Regent Websites prioritized by the business.

Conducted daily scrum standup meetings to assign daily priorities to the development and QA team members and remove impediments.

Met the directors and VP’s on a daily basis to provide the progress of the project, deliverables completion, risks and team updates as a whole.

Worked closely with the e-Commerce, marketing, sales and revenue management teams to gather requirements for the prioritized items to be completed within the timelines agreed upon.

Identified areas of development on the website to provide an efficient shopping experience to the guests or users and recommend improvements.

Worked with the development team director and the development lead daily to monitor the progress of the sprints making sure that any impediments are removed and the deliverables are met.

Ensured the highest quality standards and accomplished the deadlines with the high success rate.

Worked with various SME’s representing the businesses to elicit deployment plans, provide alternate solutions and managed sprint planning to accommodate the business’s requests.

Worked with the consumer database to narrow down and present the most efficient way for customers to shop through the website or various other POS channels.

Hosted training sessions for internal team members and business users to educate and guide them throughout the sprint in session.

Managed daily burn-down charts to track the completion of the deliverables in the current sprint and escalate any bottle-neck issues aggressively for a quick turnaround.

Host retrospective meetings post sprint deployment to provide a report and feedback of the success or failure for the respective sprint.

Prioritized all the production support issues based on the severity and nature of the issue to maintain a smooth production flow.

Co-ordinated with vendor companies to get all the outsourced tasks completed within specified timelines prioritized by the company.

Developed and maintained strong relations with stakeholders/colleagues across geographies and organizational levels.

Citi Group, Miami, FL (Remote) November 2014- May 2015

Product Delivery Manager

As a part of the Global Rainbow Project, the Deposits team undergoes various features and technology updates time to time for the betterment of the services provided to the retail clients and to enhance their banking experience. The Rate Automation and Time Deposits work streams are essentially a key part that adds on to the experience. I served as a Product Delivery Manager for Rate Automation and Time Deposit work streams.

Responsibilities:

As a Product Delivery Manager for the Rate Automation and Time Deposits work stream, I was accountable for ensuring the business test scripts’ validations are completed in a timely manner, the product strategy and vision is embodied in the delivered releases of mission critical banking products.

Owned the project/product delivery process, evolving it as necessary to meet the needs of an agile, high throughput organization, managing monthly sprints, providing updates related to product delivery.

Coordinated agile stand up meetings that were organized in two week sprints with Business Analyst, Testers, and Developers.

As a part of managing time deposit work stream, I was responsible for working with various teams that provided online banking products to customers for example: electronic checking account, electronic Master Card, Visa Card applications and electronic CD accounts

Responsible for making product functionality reviews and validations within the systems development life-cycle to ensure the vision is delivered to the partner teams in an authentic and timely fashion on the SLA’s set by the team.

Worked closely with Product Management, Business System Analysts, Scrum Master, Development and QA teams, to ensure requirements are interpreted correctly in detailed design specifications.

Worked with various SME’s to elicit execution plans, analyze solutions provided by the technical team, business team and vendor team.

Responsible for ensuring that products are developed efficiently, by working with requestors, managers, developers, and retails corporate departments.

Responsible for maintaining all the Customer Information File depositories to avoid the customer information being compromised.

Maintained close communication with stakeholders throughout the development lifecycle to ensure that expectations are set appropriately and products are delivered on time and provide a high quality of customer experience while meeting the original business goals.

Responsible for all the test scripts validations and maintaining a clean and updates repository of defects, logs and updates.

Managed project-planning and requirements-gathering processes with stakeholders to streamline product delivery based on the experiences learned from the previous releases.

Acted as gatekeeper to help ensure that projects are aligned with overall goals for division.

Owned and maintained Work stream documentation, including requirements, product specifications, test plans, test scripts and release notes.

BayView Loan Servicing, Miami, FL April 2014- November 2014

Project Manager/ Sr. Business Analyst

BayView Loan Servicing, LLC is recognized nationally as a premier servicer of both residential and small balance commercial mortgage loans.

As a Project Manager of the PMO group, I worked on four projects in the Loan Servicing bucket some of them being regulatory compliance, process improvement & enhancement and internal analysis projects.

Being engaged in multiple initiatives/ projects simultaneously, I evolved myself as a great team player with various teams building up credits with resources throughout the company and henceforth, proving to be an efficient part of the PMO group in an agile environment.

Responsibilities:

Primary liaison between the client community (internal and external clients) and the PMO team

Responsible for providing daily updates on the status of the project completion, deliverables and risks.

Facilitated and drove meetings in collaboration with the internal business clients to gather feedback and documenting all the phases of the project.

Provided updates/feedback/risks to the external clients (BKFS) and work towards the completion of the tasks/ deliverables/ at- risk items.

Elicited solutions, identified risk concerns, business needs from the daily/ weekly/ bi-weekly/ ad hoc meeting session by working with various business, development, testing and external teams analyzing the needs of the business and external vendor.

Hosted and lead agile meeting sessions required for all the projects assigned to me on a daily/ weekly/ bi-weekly basis.

Proactively communicated and collaborated with various business teams both internal and external, PMO group and SME’s involved.

Maintained a clean and accurate repository of all the updates, requirements, feedback, solutions for quick access by me and my team in a shared location on SharePoint.

Obtained and analyzed the information and updates received from various teams, reconcile and identify solutions, beneficial and efficient approaches, highlight risks to be tackled and delegate responsibilities to various teams and resources.

Worked with various SME’s to elicit execution plans, analyze solutions provided by the technical team, business team and vendor team.

Introduced creative ideas and approaches to be followed in various circumstances resulting in the overall efficiency of the team.

Worked independently as well as with the team to provide timely response and deliver time-sensitive tasks assigned to me along with the ability of working under pressure.

Guide and mentor the fellow business analysts to progress as a team.

Citi Group, Ft. Lauderdale, FL Nov 2012- March 2014

Project Manager- eDelivery

eDelivery is a centralized eCommerce electronic communication platform with Service Oriented Architecture and BPM to serve the Global Businesses (Visa, Master, Diners, Bank Cards, Mortgage, Network Real Estate, Securities, etc.,) for clients which provides one additional channel where Citibank can reach both customers and prospects.

Responsibilities:

Acted as eDelivery’s Project Manager for North America region working with business teams and eDelivery’s Product SME, Engineering and QA teams.

Responsible for client on-boarding of North America business to eCommerce platform.

Handled all the first level of issues and support requests in coordination with North America teams.

Responsible for management and delivery of E-Commerce website by providing leadership and direction to the technical team.

Responsible for co-coordinating the FRD creation process between the product team and the business teams.

Supported Monthly email notifications with secure attachments and Marketing Campaign processing, sending between 150,000 to 200,000 notifications per month.

Managed Business processes implementation projects. Analyzed and redefined the existing business process and UML documentation.

Worked extensively with business users and SME's in gathering requirements through interviews and formal JAD sessions.

Created Data Flow Diagrams in Visio and Power Point to graphically define and document data processes and data flow for the business users.

Defining schedules and triggers and exception workflow for Batch and real-time Online Statement processing.

Performed benchmarks to assess the performance characteristics of the applications to ensure appropriate performance and stability in the new environment.

Defined test plan and test case scenarios, working with business unit representatives. Emphasized strongly on problem resolution. Interacted with the developers to report and correct bugs and coordinated training sessions for business users.

Coordinated with Businesses for sign off on each on boarding.

Responsible for Change Management, Release Management and Post Production support.

PNC Bank, Philadelphia, PA July 2011- Oct 2012

Sr. Business Analyst

Online Electronic banking and bill pay for PNC is a full featured website. The website also provides following online retail banking services: the users to view their account balances, transfer funds to different accounts, manage payments to other financial Institutions by quick pay or recurring payments, view the most recent transactions, view the transaction history of checking and saving accounts, send and receive messages, loan transactions, online bill pay, Credit cards, change user information, order checks, order brochures and also worked on Data reconciliation. I was involved in the Online Retail Banking Bill Pay portal, Credit Card and Back Office System (Data Warehousing), also acted as a liaison between the business team, developers, and testers throughout the SDLC phase.

Responsibilities:

Collaborated effectively with business and technical staff and SME’s of the various applications to gain an understanding of the business and process flow and available functionality of the individual applications and subsequently document and support requirements clarifications.

Facilitated JAD sessions to collect requirements from system users and prepared business requirement that provided appropriate scope of work for technical team to develop prototype and overall system.

Identified processes for developing and documenting detailed business requirements including process and data flow analysis and modeling. Data was collected from end-users, and analysts.

Worked as a systems liaison between Finance and Business Applications (IT) to support and maintain the ERP (Oracle E-Business Suite / EBS) applications and financial reporting systems.

Supported Corporate Accounts Receivable management relating the annual Billing System audit.

Answered inquires that are submitted to the Corporate Accounts Receivable global e-mail account where various functional department requests for assistance to their inquiries.

Created Use-Cases, BPM, and Requirements documents to document business needs.

Requirements were gathered through interactions and meetings and periodic walkthroughs with loan analysts, credit analysts and other potential users of the application.

Conducted Use-Case reviews and identified gaps, leading to improvements/ enhancements in the same.

Created and maintained the Requirements Traceability Matrix (RTM).

Maintained the Business Impact Analysis Template (BIAT) to analyze and document the effect of proposed changes on the project schedule and costs.

I was responsible for On-site web analytics and estimated how the traffic to the website changes after the launch of a new advertising campaign.

I was responsible for building training materials and training the team members with Business process.

Followed the RUP methodology for the entire SDLC.

Regions Bank - Charlotte, NC April 2010- June 2011

Business Analyst

Regions bank provides retail and commercial banking, trust, securities brokerage, mortgage and insurance products and services. It is a third party marketer of financial products such as stocks, bonds, mutual funds and derivatives with large number of clients. Daily trades were processed for the stocks, bonds, equities, mutual funds, derivatives and any rejected trades were reviewed by the operations people. The rejects were manually reviewed which was very difficult and error prone. A system was designed to load the rejects from the database onto the intranet and allowed a search criteria according to the needs of operations people. Search attributes could be broken into various categories. This system helped fixing the errors in the trade and avoided the difficulty to search for rejects from the bank’s database.

Responsibilities

Facilitated meetings with clients, brokers and a group of business partners to identify the needs and requirements of the new system, prioritized and organized these requirements in a systematic fashion, evaluated and compared potential solutions

Actively participated in identification, understanding and documentation of business requirements including the applications capable of supporting those requirements.

Collected and documented business processes as well as business rules.

Comprehensively worked with Requirement Gathering and produced initial requirement data to produce User Interface and Business Process Requirements.

Designed the business requirement collection approach based on the project scope and System Lifecycle (SLC) Methodology, documented the same in Business Requirement Document (BRD).

Gathered business requirements through one on one interviews of brokers and traders, surveys, controlled brain storming sessions, prototyping and conducting JRP session.

Extensively used wire framing to design several UI Screens for the traders and brokers of the firm.

Documented system requirements with Use Case Diagrams, Use Case Scenarios, Activity Diagrams and Sequence Diagrams, identified system functionality and wrote Narratives Use Case for the same.

Collaborated with Technical Architect to develop both High Level and detailed application architecture to meet the business needs.

Managed deliverables and project documentation such as Business Process Models, workflow Diagrams, System Usage Matrixes, Problem Definition Documents.

Monitored Database to ensure integrity and liaised with the QA and UAT teams for bug and defect tracking. Created test scenarios and test plans for the QA team. Created reports to monitor defect tracking and monitoring of the testing process.

Generated test data for unit testing and system testing; wrote queries/scripts for data analysis and QA report testing.

Merrill Lynch, Chicago, IL Jan 2009- March 2010

Business Analyst

The purpose of the project was to provide expert analysis of regulatory change-driven initiatives that impact the securities and banking including the analysis of front office and operational issues. To handle increasing business volumes and the heightened market demand for value, the firm needed to set up an easily accessible end-to-end trading system with the following features: Support the buying and selling of a variety of securities instruments like stocks, bonds, options, futures, mutual funds and swaps; online access to details of trade execution as well as settlement information; Provision for necessary checks like valid business time checks, customer validity, account balance checks and business logic checks; Inbuilt payment and calculation services for the client; Calculation of the break-even pricing for squaring off an instrument taking into account commissions, transaction expenses, transfer tax. The technology used was a Microsoft .NET platform having a SQL Server with Web sphere as middle-ware.

Responsibilities:

Developed the business concept and obtained top management approval for the proposed e-Marketplace.

Identified key project risks whether stated or not and managed to resolve or escalate accordingly.

Developed detailed system models for design and implementation with the help of ProVision suite.

Assisted the business and IT teams by providing a common framework to visualize and analyze the systems process.

Developed the business process flows on the marketplace to support the products and services selected.

Worked with global teams including Operations, Technology, consulting Firms, Controls and Middle Office to ensure successful project planning decisions, execution and delivery into production.

As a front end analyst, I mentored the lower-level BA’s.

Used Visio to map out current business process and thereby construct activity diagrams

Determined the business requirements for a model buyer on the e-Marketplace for each category of goods and services offered and was key person in creating the Business Requirements Document (BRD).

Conducted workflow, process diagram and GAP Analysis to derive requirements for existing systems enhancements.

Developed and executed thorough test plans in a timely and efficient manner for all areas of the product.

Providian Financial Inc., San Francisco, CA Oct 2007- Dec 2008

Business Analyst

Providian Financials is one of the leading financial institutions of the nation, offering broad range of financial services like lending, deposit and membership based products. It offers online services such as 24-hour online account access to credit card accounts, instant online account opening for deposit accounts, and instant decisions for credit cards. The project involves implementing the 24-hour online access to credit cards, where customers could login and view their account information, make online payments, change their contact information, and contact customer service representatives for questions.

Responsibilities:

Gathered Business Requirements, analyzed data/workflows, and defined the scope, financial projections and Cost/Benefit analysis.

Developed the business cases for the proposed Performance Management Platform.

Facilitated collection of Functional Requirements from system users, and prepared Business Requirement documents using Rational Requisite Pro.

Applied the RUP model throughout the entire development and testing process.

Involved in development of Business and Technical Requirements in preparation of Architecture, Strategy, and Design documents for Business Needs and Processes.

Developed Data Flow Diagrams and Entity Relationship Diagrams to show the internal schema of the structure.

Followed the UML based methods using Rational Rose to create Use Case Diagrams, Activity and State Chart Diagrams, Sequence Diagrams, and Collaboration Diagrams.

Used Rational Clear Quest for Defect Tracking and Change Management purposes and Rational Clear Case for Version Control and Configuration Management.

Interviewed Business Area Experts, asking detailed questions and carefully recording the requirements in a format that could be reviewed and understood by both business people and technical people.

Led technical and business sessions, and acted as a liaison between user and stakeholders, thus converting business needs into software solutions of the highest quality.

Documented Test Plans that contains test scripts, test cases, test data and expected results for the Integration, Functional, Performance, and User Acceptance Testing, using Rational Test Manager.

Used Rational Clear Quest as the defect tracking tool, and Rational Clear Case for Version and Configuration Management.

DATABASES:

Oracle9i, MS SQL Server, IBM Mainframes, MS Access, DB2.

TOOLS / METHODS:

Agile Methodology

RUP Methodology

JD Edwards

Click Mobile & Click Schedule

Cybersource

SharePoint

Jira

Eclipse 360

STXB

Blueprint

Confluence

Planview

MS Project

Microsoft Word, Excel, Access, & Power-point

Quality Center 10 & 11

Work Items

Release Map

Service Now

Microsoft Visio

Corel Draw

FrontPage

Rational Rose

Rational Requisite Pro

Rational Clear Quest

Enterprise Architect

SQL

EDUCATION:

Master’s in Business Administration-Finance

Nova Southeastern University, Fort Lauderdale, FL

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