Project Analyst

Employer: shan #704-***-**** Anu

E-mail: **********@*****.*** Phone: 660-***-****

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PROFESSIONAL SUMMARY

. IVR Business Analyst with over six years of diversified Industry

experience.

. Extensive experience in gathering Software requirements, testing,

documenting and providing production support of IVR/GENESYS, VUI,

VXML and Call center specific applications.

. Experience in diversified industry sectors including Health Insurance,

Banking, Telecom and Mortgage.

. Excellent skills in Business Analysis, OO Analysis, Requirement

Analysis, Business Modeling and Use Case Development using UML

methodology.

. Extensive experience in Business Process Modeling using tools like MS

Visio.

. Extensive experience in writing IVR Test Plans, Test Cases and

executing them.

. Experience in writing SQL Queries to extract data for testing IVR

applications.

. Experience in creating Call Flow diagrams using MS Visio.

. Experience in validating VUI design using DTMF and Speech methods.

. In Depth understanding of the AS-IS and TO-BE business processes and

experience in converting these requirements into technical

specifications for preparing test plans.

. Excellent Documentation skills in creating the BRD and translating it

into detailed Functional Requirement Specifications Document (FRD).

. Experience in conducting Joint Application Development (JAD) sessions.

. Excellent communication and presentation skills, self starter, quick

learner, team player.

KEY SKILLS

VUI (5+ years), VISIO (6+ years), SQL(6 +years), Speech Recognition(5+

years), Scansoft OSR(5.5+), Real Soft TTS(4.5+), Call Center(5+

years), Genesys(5.5+ years), CTI(3.5 years), Tserver(4.5 years),

Siebel Screen-pop(3.5 years), Agile Methodology(1.2+ years),

AvayaPBX(4.5+years)UAT(6+ years),Quality Center(6+years).

SOFTWARE SKILL SETS

Languages PL/SQL

Java/J2EE Java, XML

Environment

Databases Oracle 9i / 8.i, SQL

Scripting Shell script,VB script

Languages

Testing Software Quality Center 9.0,Win runner, QTP, Test director, SoapUI

Client-Side HTML/DHTML, JavaScript, and CSS

Technologies

Operating Sun Solaris 2.X, AIX 5L, UNIX, Windows 2000/ NT/98

Systems

Genesys/3rd Avaya PBX, VCS, Genesys CTI, Tserver, TXML, Nuance (Scansoft)

Party ASR/OSR,URS, STAT Server, CME, TServer, TXML

Office Tools MS Word, PowerPoint, Excel, Access, Project, Visio.

WORK EXPERIENCE

CIGNA, Charlotte, NC Aug

2007- Dec 2009

Role: IVR Business Analyst

IVR project is designed to collect primary information from the callers

from different business segments such Member, Provider, Dental, Vision,

FEP. It then extracts member's policy information and then route the calls

to the appropriate call centers based upon the information. Members can use

the system for Claims, Eligibility and Benefits, Billing questions,

Authorization and Prior Approvals etc. Members and Providers also utilize

IVR self-service functionality when needed for Eligibility Information,

Benefits, Billing and Payment etc.

Responsibilities:

. Worked closely with Development team to discuss the design aspects of

the applications to ensure IVR application will fulfill business needs

(VUI).

. Did the observational studies, interviewed the CSRs, Listened the live

calls, met with company personnel to gather demographic profiles,

information about industry-specific terminology. Also did individual

interviews, Surveys.

. Analyzed and defined system requirements for IVR applications to meet

business requirements.

. Created and maintained Business Requirement Document (BRD).

. Facilitated the coordination of technical projects by acting as the

liaison between the business users and various systems groups.

. Conducted documentation review meetings and obtained approval

signatures to proceed.

. Participated in project through the various phases of the SDLC.

. Prepared CALL FLOW diagrams using VISIO.

. Documented process flows and system specifications.

. Validated VUI design for both DTMF and Speech methods during the call

flow.

. Created test plans and test cases from the requirement documents for

the IVR.

. Performed IVR QA Sanity test cases for every dialogue state that IVR

application supports.

. Performed in WOZ testing.

. Troubleshooting problems with VoIP calls only in a particular

building.

. Participated in recording the Audio files in the VOX format, using the

Audacity tools and then tested those audio files in the IVR

application.

. Worked with VUI designers and Business to make sure all the

requirements are captured and built into.

. Reviewed the Genesys - Tserver logs to see the Attached Key Value

Pairs and then validated them against Siebel Screen Pop up.

. Involved with the Telecom team to make sure Screen Pops have the

caller's data attached.

. Provided post production support and assessed system health.

. Experience in documenting IVR test execution results, preparing test

reports, and gathering and evaluating test metrics for reporting.

. Updated and modified progress and resources allocation in MS project

for the team.

. Responsible for weekly status meetings showing progress and future

testing efforts.

Environment:

JAVA, J2EE (JSP, Servlets, JDBC), VXML, XML/XSL, RAD, SQL, Genesys, CTI,

Iserver, Tserver, Siebel, Avaya PBX, Siebel CRM, SoapUI, Quality

center(9.0),Microsoft Visio, Project, Excel.

Capital One, Richmond, VA

June 2006-July 2007

Role: IVR Business Analyst

The IVR application was developed as a robust customer interactive voice

response-banking application. It provides account validation and also

allows the users to interact with the application in natural language to

fulfill their banking needs. It offers the caller options like retrieving

balance, transferring funds, getting information about checks and more.

Responsibilities:

. Involved in full life-cycle of the project from requirements gathering

to transition using Agile Methodology.

. Wrote business FRDs (Functional Requirements Documents) and worked on

ensuring system design meets business requirements.

. Created complete description of the call flow and all other prompts

played by the system.

. Conducted user experience research to get qualitative input about the

performance of the system.

. Designed grammar vocabulary and Dialog states.

. Updated Design Document with the call flow to reflect new Dialog

States.

. Reviewed enhancements and projects after implementation to ensure

compliance to specifications and objectives as well as backward

compatibility with existing systems.

. Conducted sanity and regression testing during each deliverable to IVR

QA environment.

. Identified Dropped calls in the IVR system while making the calls and

reported back to the Development and Telecom team for further

investigation.

. Tested the ACD functionality for each business line segments.

. Reviewed the T-Server log and verified that the CTI requests and

events are present.

. Facilitated meetings among IVR development, business, QA, UAT to make

sure everyone are on the same page regarding the VUI spec.

. Requested developers to apply Nbest techniques dialogue states while

testing the IVR application.

. Ran Verified all Prompt VOX recording files to make sure they are in

sync with the Design Document.

. Conducted IVR Speech Recognition to validate callers' inputs.

. Involved in User Acceptance Test (UAT) and coordinated with users and

business during the User Acceptance Tests.

. Used Quality Center for storing, maintaining the test repository, bug

tracking and reporting.

. Reported project status to the Project Managers and Development

Managers.

Environment:

JAVA, J2EE (JSP, Servlets, JDBC), VXML, XML/XSL, RAD, SQL, Genesys, CTI,

Iserver, Tserver, Siebel, Avaya PBX, Siebel CRM.

GMAC Mortgage, Fort Washington, PA

Jan 2005-June 2006

Role: Business Analyst

GMAC, having a legacy based LOS (Loan Origination System) needed to

implement a web based Loan Origination System (Eclipse) for their consumer

services lending. GMAC also wanted to integrate various business channels

into a single LOS. As a Business Analyst, was involved in business

modeling, requirements gathering and testing.

Responsibilities:

. Performed the role of a liaison between Business Units and Technical

Solution Developers. Understand and articulate Business Requirements

from SME interviews and workshops and translate requirements into

Functional Requirement Specifications (FRS).

. Analyzed business needs and created Application Use Case (AUC)

documents.

. Prepared Logical Process and Data Models that contained set of diagrams

and supporting documents containing the essential business elements,

detailed definitions, and descriptions of the relationships between the

data elements to analyze and document Business Data Requirements.

. Developed Data Flow and Entity Relationship Diagrams in MS Visio.

. Provided production support to end users for the web based application.

. Developed, maintained and executed manual test cases and test scripts.

. Participated in design meetings, manual test of program changes,

creation and development of comprehensive test strategies.

. Performed user acceptance testing by preparing test cases and test

strategies with developers.

. Performed manual front-end testing to check all functionalities of

different modules.

. Worked with Development Engineers to diagnose and isolate defects.

. Written and executed Test scripts to verify the test cases using QTP.

. Documented defects determined their nature and assigned severity and

priority of defects identified while testing.

. Performed Defect Tracking and Change Control Procedures using Quality

Center

. Involved in the peek review of Test Plans, Test Cases with the QA team

to verify implementation of new features and enhancements.

. Developed and executed SQL queries using TOAD on Oracle database for

validating the database tables.

Environment:

Mercury Quality Center, Quick test professional, Business Objects,

Microsoft Office.

RedKnee Technologies, Pune, India

May 2003 -Dec 2004

Role: Business/QA Analyst

Customer Relationship Management (CRM)

Customer Relationship Management provides a unified billing, customer care,

activation and provisioning system for the RedKnee URCS rating and charging

solution. As a Business Analyst, was involved in business modeling,

requirements gathering and testing.

Responsibilities:

. Accumulated customer requirements from various end through surveys,

interviews and JAD sessions and translated them into system

requirements.

. Closely interacted with designers and software developers to understand

application functionality and navigational flow.

. Used UML to carry out Business process modeling.

. Facilitated the weekly meetings with the review teams to continuously

improve the QA process for the application development.

. Analyzed system requirements and developed detailed Test plan and Test

cases for testing the functionality.

. Performed manual front-end testing to check all functionalities of

different modules.

. Scheduled meetings with developers, system analyst and testers to

collaborate resource allocation and project completion using MS

Project.

. Assigned problems to appropriate software development team for fixes.

. Performed regression, system integration, end to end, smoke, functional

testing.

. Performed End-to-end testing after all the components have been

individually tested

. Executed Back-End Testing by writing SQL queries.

. Analyzed and prioritized user and business requirements as system

requirements that must be included while developing the software.

. Performed real time network monitoring.

. Wrote Shell Scripts for automating the process of application

monitoring.

Environment:

Test Director, Quality Center, HTML, Servlets, Java, XML, UNIX, IE, Oracle,

CRM.

Educational Qualification

B. Tech, JNTU, India

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