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Project Manager Customer Service

New York, New York, 11222, United States
May 03, 2012
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Professional Summary

*+ years of experience as Business Analyst/Business Process analyst/Data Analyst and with 3 years of experience on Pega PRPC. In the domains of Finance, Banking, Healthcare and Insurance sectors in Data warehousing environments. Excellent Communication skills, Team Participation skills, Leadership qualities, Analytical skills & Problem Solving skills

Proficient with various SDLC methodologies such as Pega Scrum, SmartBPM Methodology, RUP, Agile (Scrum, XP etc), Waterfall, and AUP

Certified PRPC 6.1 Business Architect (CBA)

Strong understanding of Data warehousing, Business Intelligence reporting, Designing cubes (Fact Tables and Dimension Tables) and Master Data management(MDM)

Leading the PRPC DCO session.

Generating documentation using Document Wizard of PRPC

Command over UML (Use cases, Activity Diagrams, Sequence diagrams, ER diagrams, test cases etc)

Expertise in creating User Stories, test scenarios, release plans for XP methodologies

Played a key role in bridging the gap between Line of Business needs and IT. Elicited required metadata attributes for document and content management.

Expertise in defining the Product backlog, Sprint duration, and monitoring the deliverables at the end of each sprint

Experienced in process documentation, modeling, and simulation

Expert in team leading, project management and requirements management

Strong knowledge in conventional and non conventional requirement gathering techniques such as interviews, questioners, and JAD sessions.

Facilitated planning sessions with multiple business partners to improve business processes or products

Accountable for leading the business analysis portion of the project plan in collaboration with the project manager

Elicits and documents detailed functional requirements from clients, balancing input from many stakeholders

Leads stakeholder meetings and drives for resolution of differing opinions

Resolves and/or escalates issues that arise during construction. Updates and redistributes appropriate documents to affected parties

Provide initial feasibility analysis and coordination for delivery portfolio requests.

Analyze business processes, identify and propose new business processes or program changes to address specific requirements

Ability to develop, write and maintain gap analysis, business requirements and technical documentation

Good Communicator, Team Participation skills, Leadership qualities, and Analytical skills


MS Visio, MS project, Erwin Data Modeler, MS SQL Server 2008, Rational Rose, Requisite-Pro, Java and DOT net environments, Rational and Mercury Suite of testing Tools and BPM technologies PRPC v5/v6 and WebSphere Lombardi (Blueprint for process modeling), PRPC Application Profile, PRPC Document Wizard and DCO session


PRPC V6.1 Certified Business Architect (CBA)


Master of Business Administration (MBA)

Bachelor of Computer Science Engineering


Covanta Energy, NJ

Jan 2012– Present

PEGA Lead Business Architect

Covanta Energy is one of the world’s largest owners and operators of infrastructure for the conversion of waste-to energy (known as “energy-from- waste” or “EfW”), as well as other waste disposal and renewable energy production businesses.

Contracts consolidation and management for the Merchant group and Special Waste group is the objective of this project.

These two groups have been operating independently and use two separate sets of contract documents. When contracts are prepared and processed for both groups, a manual paper-based process is used which is cumbersome and makes it difficult to know at all times what is the current status of a given contract (where it is in the Covanta internal approval workflow, etc.). This project involves the taking the Special Waste Contracts and the Merchant Waste Contracts and consolidating them into one contract for any type of customer.


Interacted with the Users, Project Manager and BRMs to get a better understanding of their AS- IS Business Processes

Lead DCO sessions and utilized Application Profile for initial requirement gatherings and enhancements

Gathered business requirements to automate sending the contract along with all other relevant documents electronically to customers and to dynamically generate a contract appropriate for the type of waste and customer

Created business workflow diagram to route the contract through the proper internal Covanta approval cycle and to streamline customer electronic signage and return of contracts (and possibly other documents)

Modeled “As-Is” and “To-Be” processes using MS Visio and created draft flows in PRPC.

Created Discovery Maps in PRPC.

Identified “slivers” of the project with the highest priority and prepared Application Profile for each “sliver”.

Created project plan with Project Manager and Engagement lead.

Prepared Requirements Traceability Matrix.

Assisted with planning and execution of unit, integration and User Acceptance Testing

Strictly adhered to the PRPC guard rails as defined by PEGA Systems Inc.

Presented OOTB features of PRPC such as “work user” and “work manager” portal to the business owners

Extensively used Document Wizard.

Prepared status report, charting out schedules, allocation and management of technical and human resources using MS Excel and Project.

Performed Gap Analysis for new functionality requirements, as well as prioritized them based on actual business needs so as to align them with the product release roadmap.

Created a defect tracker log for SIT.

Identified and created User Roles, Access Group and Work Basket matrix.

Participated in UAT with business users.

Blue Cross Blue Shield of Michigan (BCBSM)

May 2011– Dec 2011

PEGA Lead Business Architect

The EDI 5010 project was aimed to create a production user interface to automate the claim processing. Once trading partner submits the claim file to EDDI it automatically processes in production UI. The production test file is automatically parsed to its correct destination. It also automatically triggers acknowledgements such as 999; 277CA report and transaction are generated in EDDI. This process will result in a cost efficient, automated portal that will give the business full control and tracking of all claims they receive from different trading partners.


Utilized DCO tools (Application Profiler, Sizing and Estimation, Application Document Wizard, Requirement Document Rules) for document generation

Wrote Used cases/atomic used cases, created workflow diagrams to facilitate development team

Modeled “As-is” and “To-Be” processes using MS Visio and created draft flows in PRPC.

Actively utilized Application Profile for initial requirement gatherings and enhancements.

Played an active role in elaboration and construction phase.

Presented ‘OOTB’ features in PRPC, such as Work-user and Work-Manager Portals to the business owners

Assisted the “System Architects” to run Application Accelerator in PRPC during elaboration phase.

Extensively used Document Wizard.

Involved in designing the Portals, Gadgets depending on the client’s requirements

Prepared Requirements Traceability Matrix.

Gathered requirements during inception phase, documented and delivered functional specification documents, and assisted architecture analysis and design using UML and Rational tools

Provided project management support through entire project life cycle.

Actively involved in the requirement analysis, feasibility study, project charter and requirement signoffs, sizing, progress tracking, defect resolutions.

Interacted in a matrix project environment, to proactively identify and cross system impact or dependencies.

Identified critical areas with potential business risks and proactively enhanced the system for risk management.

Prepared status report, charting out schedules, allocation and management of technical and human resources using MS Excel and Project.


Project Environment

PRPC v5.5, Rational Rose, MS SQL Server 2008 including TSQL, MS Access, MS Project, MS Visio, VB Basic, Dot NET, ASP, XML, HTML, WTX, Service Center, EDDI, Validator

TD Bank, NY

Feb 2010 – April 2011

LBA/PEGA Business Architect

Securities lending is the temporary loan of a security from an institutional investor’s portfolio to a broker/dealer or dealer bank to support that firm’s trading activities. These trading activities include short selling, selling on margin or the satisfaction of some other type of transaction. Loaned securities are generally collateralized, reducing the lender's credit exposure to the borrower.

The project is to develop and enhance the CDW for the TD Bank for their securities data. The methodology followed is PMBOK and Agile XP.


Involved in requirement-gathering sessions to identify key processes and defined project scope

Analyzed business requirements and conducted DCO sessions

Identified project stakeholders and their roles.

Identified major deliverables

Drafted project charter, which included project goals, business case, opportunity statement and high level timeline and team assignments for the projects

Organized the project into phases to impose management control using stage-gate reviews such as High-level user stories (reporting layouts with slice and dice arrangements) Test scenarios, Dimension modeling, Data Mapping ETL, BI reporting etc

Devised a work breakdown structure by decomposing the project deliverables.

Followed the UML methodology to Create UML Diagrams including Use Cases Diagrams, Activity Diagrams, Sequence Diagrams, Collaboration Diagrams, Data Flow Diagrams (DFD’s) and MS Visio and thus defining the Business Process Model and Data Process Model.

Identified the major activities as per the Agile XP methodology

Identified resource requirements i.e. business analysts, software developers, testers etc

Developed project schedule by incorporating resource availability and milestones for reporting using Application Profiler

Wrote atomic use cases and created workflow diagrams to facilitate development team.

Obtained the release plans

Prepared communication and information distribution plan for the project

Conducted the risk assessment of the project

Coordinated the development activities across various departments

Assisted in generating reports through application accelerator

Observed the major spikes and reworked the release plans

Conducted review meeting to continuously assess the status of project with regard to project plan and controlled iterations of the deliverables in conjunction with UAT’s bugs or revisions

Delivered presentations on prototypes of application to different groups in organization

Led the User Acceptance Testing (UAT) sessions for business users

Improved team morale by conducting team-building activities

Managed the development of documentation pertaining to a project milestone

Measured project performance on time and budget as per the project plan.

Managed changes to project scope using a change management procedure in coordination with Change Control Board (CCB)

Prepared the release plans

Controlled the iterations and release spikes

Delivered an IT Recovery Plan, process integration and governance model for all changes

Verified deliverables for each phase with project stakeholders, by executing the test scenarios

Strictly adhere to the PRPC guard rails as defined by Pega systems Inc.

Delivered project documentation related to application design, testing results and operating procedures for the application

Documented lessons learned for the project

Tracked testing issues, maintained test matrix, ran daily status meetings, and met the exit criteria for UAT. Performed as a senior member of the core team during UAT and Production Deployment

Project Environment

PRPC v5.5, Rational Rose, UNIX, MS SQL Server 2008 including TSQL, MS Access, MS Project, MS Visio, Sea Sharp, VB Basic, Dot NET, ASP, XML, HTML

Citi Group, NY

Mar 2009 - Feb 2010

Sr. PEGA Business Architect

As a truly diversified global firm, it offers an unmatched portfolio of products and services in more countries than any other financial institution. Its clients span a wide range of sophisticated buyers, including Mutual Funds, Pension Funds, Hedge Funds, Banks, and Insurers.

The project was to enhance the existing data ware house for the subject area of Customers and their investment portfolios (CIDW). The project used customer process management (CPM) capabilities in processing customer service inquiries and requests from initiation through resolution. The investment portfolios from Citi Group and other subsidiaries’ are merged in to one to explore further possibility of the cross selling the combined products of Citi Group. Also stream lined the MDM (Master data management) for customer.


Identified the mission statements, stake holders goals

Identified the existing business flow of the Master data usage

Identified the key source of master data

Identified the reporting needs for the decision makers and the marketing department and identified OOTB Business Activity Monitoring reports

Identified the owners of the master data and appointed the data stewards for the MDM system and identified the data Architect for the MDM

Created a data governance program and data governance model and data governance council, and written a Master data governance document(MDGD) that contained aspects about how to maintain, what it should contain and how long MD shall live and how to audit etc

Gathered issues about data-quality and maintaining versions and hierarchies.

Charted out the high level Business requirements Document

Lead the DCO sessions

Used application profiler for initial requirement gathering and enhancement

Collected and studied the meta data about the master data for MDM and the transactional data

Elaborated the use cases and written test cases, and prepared the requirements and use case reach ability matrix

Develop a Master Data Model ( MDM) using Erwin

Written specification for the modifying and producing applications

Identify the MD sources and map them to the newly designed model using MS Visio in PRPC.

Modeled flows including some sub flows, screen flow’s using MS Visio.

Wrote Use cases and created workflow diagrams to facilitate development team.

Assigned work objects to work list and work basket while implementing CPM application.

Assisted in tracing and managing cases in work covers and work documents in CPM.

Assisted in creating the infrastructure for usage of the MDM by different applications

Defined the dimension model for the data marts and ratified the model against the reporting requirements

Mapped the data for the ETL process and written detailed specification for the ETL and Reports

Assisted in creating the Physical database for MDM and the Data Mart.

Assisted in generating the master data

Assisted in development of ETL programs and resolved issues while ETL

Helped in realizing the reports needed by the managers

Conducted the UAT’s for the reports, ETL and MDM access

Provided the training necessary for the transition

Project Environment

Windows 2000 / NT, UNIX, Oracle 8i, Java, HTML, JavaScript, MS Office, MS Visio, Project, Rational Enterprise Suite and Mercury Suite of Testing Tool.

Hibernia Bank, New Orleans, LA

Jan 2008 – Feb 2009

PEGA Business Process Architect

Hibernia’s Mortgage Banking Division provides a variety of products and services to individual that include mortgage for home purchase, home equity loans, re-financing, reverse mortgage, PaymentPowerTM and specialized mortgage loans.

PaymentPowerTM offers borrowers the flexibility to skip a monthly payment without incurring penalty charges and affecting their credit history. In addition, there is no extension on the mortgage term and no balloon payment. Hibernia’s user friendly online Mortgage Assistance incorporates the facilities to check for the competitive interest rates, incentives, scheduled deferred payments, interest calculator and access to a range privileges program from GE’s Homebuyer Privileges. The project used CPM application in managing work objects in work covers and work documents to provide efficient and effective services to customers.


Interacted with Project Head, developers and end-users to formulate business requirements

Incorporated Rational Unified Process (RUP) to create Business Requirement Document Specifications using MS Visio and MS Word

Performed Requirements Analysis and Design using Rational Rose, analyzed and documented the system specifications, business requirements and detail design of the business using Requisite Pro for the requirement tracking and analysis

Created As-Is Model and did complete GAP analysis to identify parameters for incorporating the PaymentPower TM feature in the existing system

Created interactive Mock up screens with features such as Find Work, My Group and My work in Progress while using CPM application.

Designed Work Flow diagrams with features such as Service Level Agreement while implementing CPM capabilities.

Created UML Diagrams including Use Cases Diagrams and Activity Diagrams using MS Visio.

Defined the Business Process Model

Identified opportunities and parameters for business process improvement

Coordinated project scheduling in association with the Software Development Manager

Developed blueprint and tested the prototype. Designing base template, mockup of Graphical User Interface, webpage lookup field mockup and the report generation feature of the system.

Wrote Use Case Specifications according to the business requirements

Identified and analyzed network resources, human resources and their comfort levels in properly handling and operating the developed system, training and documentation

Vendor software compliance, database integrity and performance evaluation.

Successful implementation of online transaction processing applications and its associated modules like database testing and validation.

Framed guidelines for installation, configuration and other essential management practices for the developed software package across diverse platforms

Project Environment

Windows NT/2000, Sun Solaris, Web Logic, Oracle 9i, Forms 6i, Reports 6i, SQL Plus 8.0, PL/SQL, Pro*C, Java, JSP, Servlets, JDBC, Designer 2000, SQL Impact, Rational and Mercury Suite of testing Tools

All State Insurance, Bloomington, IL

Mar 2006– Nov 2007

Business Analyst (Property and Casualty)

Allstate sells 13 major lines of insurance, including auto, property, life and commercial. Allstate also offers retirement and investment products and banking services.

Automotive insurance forms a majority of All State’s operation and revenue. It involves maintenance of its customer information, policy details, agent’s information, premium tariffs, vehicle information, history of their road accident, personal injury and claims settlement including self and third-party liability. This web-enabled client/server based application involves tasks like registering new policyholders by direct online-registration or through an authorized agent, claims processing, and disbursement of agent’s service charges and validation of the aforesaid activities.


Involved in developing the business model for expediting the claim settlement process

Defined frameworks for the application development and analyzed the areas of improvement

Interacted with the software development team and claim settlement experts to liaison the business requirement to ensure that the application under development confines to the business requirement

Involved in the analysis of the functional, technical specifications, data mapping document and conceptual diagrams using MS Visio

Identified critical areas of business risk and modified the business process to reduce the same

Defined business metrics and base lined the QA process

Was jointly responsible for monitoring the progress of the development and QA team by prepared status report, charting out schedules, allocation and management of technical and human resources

Conducted walkthrough with the development team and stake holders

Analyzed the security implementation of the application with respect to users perspective

Used Rational RequisitePro for managing the requirements

Documented Used Cases and Used Case Models using Rational Rose

Prepared test data for the functional test cases. Evaluated test results and prepared test summary reports

Interacted with developers & various members of my team to discuss and resolve defects and their priorities

Investigating the bugs and interfacing with the developers to resolve technical issues

Performed bug tracking using ClearQuest

Project Environment

Windows 2000 / NT, UNIX, Oracle 8i, Java, HTML, JavaScript, MS Office, MS Visio, Project, Rational Enterprise Suite and Mercury Suite of Testing Tool.


NOV 2005 - MAR 2006

Jr. Business Analyst

Providian Financials, one of the largest bankcard providers in the nation, offers broad range of lending, deposit and membership based products. Providian offers online services such as 24-hour online account access to credit card accounts, instant online account opening for deposit accounts, instant decision credit cards for Aria visa card, Providian (Visa and Master) credit cards and loan comparisons through

Project OLA (On line Access): 24-hour online access to Aria and Providian credit cards, where customers can login and view the account information (Current and Previous Account history) and can make online payments and change their Contact information (Such as Contact Address, Phone Number and Email Address if available), and can contact customer service representatives for questions.


Assisted the senior business analyst in defining the scope, and defining business rules of the project. Also assisted in gathering business requirements, doing gap analysis and documents them textually or within models.

Responsible for writing Functional Requirement Specifications (FRS) and User Requirement Specification (URS)

Understand and articulate business requirements from user interviews, and workshops and then convert requirements into technical specifications.

Developed prototype of new information processing application

Involved in maintaining and managing different versions of Documents using Rational ClearCase.

Project Environment

Windows 98, Java, JSP, SQL, Oracle 8i, Rational Rose, Rational Requisite Pro, UML, RoboHelp and Proprietary protocols

Tata AIG, Hyderabad, India

Apr 2004 – Oct 2005

Business Analyst

Tata AIG General Insurance Company Limited (Tata AIG General) is a joint venture company, formed by the Tata Group and American International Group, Inc. (AIG). It offers a complete range of general insurance products including insurance for automobile, home, personal accident, travel, energy, marine, property and casualty as well as several specialized financial lines.

The TATA AIG Insurance Company’s ECI application gives an access across distributed content stored in multiple different locations with a single unified workflow. Processing insurance claims represents a large proportion of any insurer’s operating costs, largely because it is so overwhelmingly document-intensive. The Claims Processing System lets policyholder submit notice of loss. It lets policyholder fill in claims application where in it can add pictures, motor vehicle information.


Gathered Business Requirements, Interacted with the Users, Designers and Developers, Project Manager and SMEs to get a better understanding of the Business Processes Used Rational Unified Process (RUP) as the Software Methodology

Analyzed and optimized the process, prepared Business Requirement Document and then converted the business requirements into Functional Requirements Specification and Technical Specification using Rational Requisite Pro

Identified Use Cases from the requirements & Created UML Diagrams

Participated in various testing related review meetings

Used the Unified Change Management (UCM) tool, Rational Clear Quest, to maintain and track the Stakeholders requested enhancements and changes.

Conducted JAD Sessions periodically with various stakeholders at various phases of the Software Development Life Cycle (SDLC) to discuss open issues and resolve them

Used MS Project to manage schedules, deadlines and resources