Customer Service Project

PROFESSIONAL SUMMARY

. A business oriented professional with IT experience in

pharmaceutical, finance, mortgage, and manufacturing industries.

. Held roles as a Senior Business Analyst, Systems Analyst, and

Systems Developer for full life cycle IT applications.

. Full breadth of application development experience including Gap

analysis, process re-engineering, requirements gathering,

requirements validation, quality assurance, software releases

and scheduled update releases.

. Utilized SDLC, Waterfall, Agile, PMBOK, CMMI and blended

methodologies.

. Experience with Use Cases, Sequence Diagrams, Activity Diagrams,

and Business Process Models.

WORK EXPERIENCE

7/2009 - Present Business Analyst Consultant, Wisconsin

Physician Service Health Insurance, Monona, WI

DIACAP applied (Security Clearance

in-process)

. Gather and document requirements from Enterprise Security group,

Networking group, WebSphere Administrator group to implement

Service Oriented Appliance (SOA Data Power XI50)

. Elicit and analyze requirements from the business users for

Tricare Health Insurance

. Document user, functional and non-functional requirements using

CMMI Methodology

. Walk through the requirements with stakeholders, sponsors and

users for approval

. Work with different department personnel (customer service,

operations, telecommunications, corporate data warehousing and

reporting) for requirements and deliverables for call center

application.

. Liaison to Technical team to clarify the requirements

. Review and analyze Interactive Voice Response (IVR) system and

Telephony system call flows for Beneficiaries, Providers and

Behavioral Health customers

. Troubleshoot the existing business process flow to improve

functionality.

. Peer review requirement documents assembled by other Business

Analysts on various projects

. Assist in hiring process by interviewing potential candidates

11/2007-12/2008 Business Analyst Consultant, Abbott Pharmaceutical,

Waukegan, IL

. Gathered, analyzed, and documented the current business

requirements for the Regulatory Affairs Division.

. Created Business Process Model for Regulatory Affairs

Division

. Created training material and revised Standard Operating

Procedures (S.O.P.)

. Developed Functional Requirements Documentation for FDA eCTD

(Electronic Common Technical Document) application

. Developed User Requirements Document for Drug Application

submission process.

. Assisted in Validation of the system for release.

. Developed traceable matrix for validation protocols and

requirements.

. Compiled Release Notes for the system releases and route them

for approval.

. Liaison to vendors to complete the required tasks.

. Interacted with users to clarify the requirements.

. Communicated with Technical team regarding system issues in

development environment.

8/2006 - 5/2007 Business Analyst Consultant, Northwestern Mutual,

Milwaukee, WI

. Analyzed and documented the details of the current Financial

Representatives' compensation system.

. Created Statement of Work for new Advisory products to be

included in the product line.

. Analyzed the current General Agency Bookkeeping System to

incorporate new data downloads.

. Helped the users in creation of Project Management Plan.

. Created USE CASES and statement of work for the existing and

new functionality of the system.

. Organized user requirements based on business needs and

current process flow.

. Created use cases using RUP methodologies and current

business processes.

. Utilized Rational RequisitePro for requirements management.

. Facilitated meetings with management, stakeholders, and

project team to determine requirements and set expectations of

deliverables.

12/2005 - 6/2006 Business Analyst Consultant, Manpower

International, Milwaukee, WI

. Aligned business requirements to strategic global IT direction for

North America's Financial PeopleSoft Integration.

. Ensured that the integration systems design meets business

strategies.

. Performed integration analysis on multiple Manpower Systems.

. Delivered quality project documents utilizing standard Project

Methodologies.

. Provided Functional Requirement Specifications (FRS) for Global

PeopleSoft Integration (AP, GL modules)

. Resolved issues with the client and obtain approval of FRS from the

client.

4/2004 - 10/2005 Business Analyst Consultant, DDMS LLC,

Milwaukee, WI

. Designed and developed the inventory control and Bill of

Lading systems using SDLC methodology.

. Defined scope, timeline and resources required to develop and

modify the application.

. Managed project to ensure timetables, objectives and business

requirements are met.

. Automated existing manual business processes and designed new

business processes.

. Facilitated meetings with executive management, stakeholders,

and project team to determine requirements and set

expectations of deliverables.

. Created use cases and sequence diagrams to define system

behavior. Confirmed accuracy and acceptance of the design and

behavior of the system with stakeholders.

. Developed business process models in RUP to document existing

and future business processes.

. Performed Gap Analysis by identifying existing technologies,

documenting the enhancements to meet the end-state

requirements.

. Provided training and technical support to the staff.

. Documented policies and procedures for system documentation.

03/98 - 1/2004 Sr. Business Analyst/Systems Developer,

eMagic.com (a subsidiary of MGIC), Milwaukee, WI

. Automated mortgage loan data upload process to MGIC server.

. Developed USE CASES, Sequence Diagrams, Activity Diagrams for

the user requirements. Liaison between users and developers to

analyze requirements for the application development.

. Conducted user acceptance automated testing to ensure all

requirements were met.

. Developed test plans, test conditions, and test cases based on

business requirements, technical specifications, and product

knowledge.

. Created user friendly GUI for loan upload process.

. Facilitated viewing of B2B client relationship data by various

MGIC and eMagic divisions.

. Designed Lotus Notes database to maintain brokers,

correspondents, vendors, and investors.relationships

. Determine the impact of changes to business requirements on

systems applications.

. Designed and developed a nightly agent to transfer data

between eMagic and MGIC resulting in timely information

delivery to sales and operations team members.

. Lead role in implementation of the delivery strategies for

reports using web focus tool.

. Gathered Operations, Marketing and Sales division's

requirements, and designed reports to show transaction volume

at different levels.

. Managed and supervised consultants for timely software

deliveries and quality control.

TECHNICAL COMPETENCY

Languages: ASP, ColdFusion, JavaScript, JSP, VBScript,

PL/SQL, SQL, HTML, DHTML, CSS,

C++,VB 6.0, VBA, Win Batch, WebFocus, OOD/UML, XML,

XSL

Databases: Oracle, Microsoft SQL Server, Microsoft Access,

Lotus Notes.

Other Tools: MS-Internet Information Server (IIS), MS-Project, MS-

Office, MS-Visio, Crystal Report, WinRunner

EDUCATION

Project Management Certification, Cardinal Stritch University,

Milwaukee, WI October 2009

Continuing Education Courses, Concordia University, Mequon, WI

(Courses: Management Information Systems - Manager's View, Business

Data Communication, Systems Analysis and Design, Decision Support

Systems)

Bachelor of Science, Computer & Information Systems, Upsala College,

East Orange, New Jersey

Bachelor of Science, Physics, Chemistry, Mathematics, Delhi

University, New Delhi, India

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