Project Management

ITIL Certified Problem Manager Business Process Analyst

Networking and communications, Financial,Energy and Biomedical

SUMMARY

ITIL CERTIFIED Consultant with 8 years of experience in business process

and systems analysis at various cross-functional environments. Recognized

for the outstanding ability to identify, conceptualize, and solve highly

complex problems. Versatile and innovative, with the ability to balance

multiple priorities, manage change, and effectively adapt to fast-paced

environments.

TECHNICAL SKILLS

Process - ITIL Framework.

Improvement/Engineering

Publishing/Presentation - MS PowerPoint, MS Word, Adobe Professional,

MS Excel

Process Modeling - MS Visio, Rational Rose

Collaboration/Project - MS Project, MS Outlook, MS SharePoint,

Management Livelink,Webex.

Database/Reporting - SQL Server, DB2, MS Access, Business Objects

Environments XI

Modeling - Business Process Modeling Notation (BPMN),

Notations/Standards UML

Financial Modeling & - Gap Analysis

Analysis

Web Environments/Languages - J2EE, Java, HTML, SQL

Operating Systems - Windows 2000/NT/XP/Vista, AIX, Solaris

ITIL Tools - BMC Remedy 7,Newscale,Kintana,i2R Request

Tool

SAP Packages - SAP R/3 4.6C, 4.7 and ECC 5.0, 6.0, SAP SCM

4.1

CAREER HIGHLIGHTS

Cisco, San Jose, CA Jun 2007 - till date

Project Scope: Working as an ITIL Process Consultant /Problem Manager for

CSSD-IT Group

ITIL Process CONSULTANT/ Problem Manager

. Involved in Problem analysis, identification, and remediation from

incident tickets, monitoring, and other means. Proactive in

identification of possible problems.

. Delivered subject-matter expertise for the IT Incident and Problem

Management function.

. Drove and owned analysis of problem, ensured that root cause and

corrective action is determined to reduce number of incidences; thus

increasing availability

. Lead cross functional teams to analyze all sources of issues and

outages, investigate, diagnosis root cause, and accountable for

completion of corrective actions.

. Classified, defined, and scoped issues into projects that will drive

down the total number of recurring problems and common issues.

. Thorough risk and impact analysis to determine the appropriate actions

to resolve problems including Known Errors documentation, automated

responses, and problem remediation.

. Tracked and communicated status of problem resolution efforts.

. Developed and maintained up to date Problem Management procedures

. Implemented new and innovative Problem Management solutions for

tracking and trending of data and information to support proactive

management across the enterprise

. Used BMC Remedy to track incidents, changes and problems.

. Worked with service engineering in the SLA and OLA negotiations.

. Created metrics and reports for change, incident, problem and service

level management.

. Pro-active in defining process improvements and system enhancements

for improved user functionality.

. Heavily interacted with the executive management, global operations to

get a better understanding of business processes.

. Utilized existing internal processes and improved those processes for

software problem identification, escalation, and resolution and

facilitated project team meetings. Continually reviewed and revised

project processes to ensure accurate and timely results.

. Managed and exchanged documents through Livelink Portal.

. Perform data analysis, maintenance, quality assurance and testing of

custom BMC Remedy forms.

. Managed the change process at all levels of IT application and

infrastructure; responsible for implementing and enforcing a

structured process that minimizes service outages.

. Skilled in developing and implementing standardized policies and

procedures.

Tools Used: MS Project, BMC Remedy 7, Livelink, Visio, Business Objects,MS

Excel

Visa Inc, Foster City, CA Jun 2005 - May 2007

Business Process Analyst

Project Scope: Worked as an ITIL Consultant for Visa Information Management

(VIM) project which deals with VISA corporate credit cards. The existing

system provides the consolidated information of Invoices and financials to

the member banks and their financial systems. The batch system is a data

warehouse of commercial card data which provides enriched information to

the web portal.

. Acted as a point of contact for all problem management and incident

management processes and activities.

. Worked with SME's to understand the impact of the incidents and problems

and prioritized them effectively.

. Liaised with Business Senior Management to understand the business

requirements and ensure that the Incident and problem Management process

aligns with business goals.

. Collaborated and build consensus across the IT Management team pertaining

to the Incident Management process to ensure rapid resolution of severity

1 incidents in conformance with SLAs.

. Interfaced with ITIL team in the implementation of ITIL processes in IT

Operations.

. Defined KPI's and critical success factors for the Incident and Problem

management.

. Defined metrics based on MTTR, MTBF, PDF success rates, problem target

resolution date and many more.

. Worked with cross functional teams to implement the workflows and

approval groups for problem and incident management.

. Audited the completeness for service requests, changes and problems.

. Lead process design sessions and working sessions to generate process

flows.

. Coordinated the end to end adoption of ITIL practices in commercial card

division.

. Independently determine business needs for policies and processes and

develop / update them accordingly.

. Acted as the point of effective control over coordination, communication,

escalation, and follow up for issues.

. Audited the compliance with production readiness expectations and follow

up where needed.

. Drove application, vendor, and service delivery teams to complete post-

incident review with root-cause analysis for all incidents, and document

technical, procedural, skill-based findings.

. Collaborated cross-functionally with all IT teams to track and deliver

systemic long-term remediation of known issues throughout the IT

environment, as appropriate.

. Supervised the audit of all teams and aspects of IT with respect to their

engagement and effectiveness and follow up on issues identified.

Environment: MS Visio, MS Project, MS Office, BMC Remedy,MS Sharepoint,

Microstrategy,MS Excel

GE Energy/Wipro Technologies, Bangalore, India July 2001 - July 2003

BUSINESS ANALYST

Project Scope : GE Energy is one of the world's leading manufacturer and

suppliers of technology in the energy sector. GSC Project provides

functional and technical support of Manufacturing Applications for the

businesses GE Energy Gas Turbines, Steam and Wind Turbines

Some of the specific responsibilities in this project include:

. Planning and estimations of enhancements, preparation of Application

Design and related Documents

. Analyzed the functional requirements from the GE end users and

coordinate with the offshore team for the effective implementation and

Adhering to quality procedures.

. Heavily interacted with the business users to get a better

understanding of client business processes and elicited Business

Requirements.

. Involved in preparing logical process model, which help users

understand/analyze the various business processes.

. Provided orientation to end users for all modified and new systems.

. Performed various types of analysis related to business and system

changes/enhancements including impact analysis and risk analysis.

. Wrote and maintained Business Requirements Documents (BRD) and

Functional Requirements Documents (FRD) defining new systems

operations for the project using Rational Requisite Pro.

. Conducted many informal Sessions to develop an architectural solution

that the application meets the business requirements, resolve open

issues, and change requests.

. Interacted with Client and Onsite/Offshore team for requirement

analysis and gathering.

. 24*7 support of sourcing Applications to make sure that applications

are available to end users round the clock.

. Interacted with the GE ES users for day to day application support

activities

. Identified and developed a detailed understanding of issues of the

operations to meet GE ES requirements

. Assisted GE ES in preparing the baseline test suite consisting of test

plans, test scripts, test data and expected test results

Environment: Web Logic 8.1, IBM DB2 V8.1, Sun One iPlanet Web server,

Java, J2EE, XML,MS Project, SQL, Rational Clear Case, RUP., BEA Weblogic

Portal Software, SAP R/3 4.6C, 4.7 and ECC 5.0, 6.0 versions

Wipro GE Medical Systems, Bangalore India July 2001 - July 2003

BUSINESS ANALYST

Project Scope : Inventory Management & Optimization

Worked on a system that would accelerate the inventory update procedure.

Upon completion the system would enhance the inventory management and

reduce the reorder level due to efficient management. It would also

reduce the excessive capital locked up in the inventory due to poor

inventory management. The system involves updating inventory by keeping

track of new orders and existing orders

Some of the specific responsibilities in this project include:

. Initiated Use cases that provided framework for potential use.

. Gathered and articulated Business Requirements from User Interviews

and Synthesis those requirements into technical specifications.

. Analyzed Business Requirements and created Use Cases, Work Flow

Diagrams for applications and created Activity Diagrams / State Chart

Diagrams using MS Visio and created conceptual model, behavior

diagrams.

. Conducted walk through sessions for Business Requirement Document

(BRD) and Use Cases to discuss certain issues with stake holders,

Architectures and Design & development teams and also did GAP

Analysis.

. Generated initial use-case diagrams using UML in Rational Rose.

. Documented test cases during requirements, analysis and design phases.

. Develop and manage data mining procedures and methodologies to

benchmark individual and aggregate user and business trends; providing

insight into business metrics driven by specific criteria to support

all functional areas of the business by providing continuous

intelligence for optimal decision making purposes.

. Involved in Creating dashboards, metrics, analytics, goals, alerts

using Business Objects XI enterprise edition

. Gathered requirements for the proposed system by meeting with the

stakeholders.

. Co-ordinated JAD sessions for the business users.

. Identified constraints in the existing system suggested methods to

overcome them.

. Collaborated with the EAI and SAP teams, and participated in interface

design sessions

. Provided status update to the manager and client on a weekly basis.

Environment: Oracle 8i, SQL/PLSQL, Windows XP / 2000, Rational Rose,

Rational Requisite Pro, Rational Clear Quest, MSOffice Suite (Word, Excel,

Access, PowerPoint, and Outlook), SAP

EDUCATION

. Master of Business Administration (MBA)-Florida Metropolitan

University, Tampa FL

. Bachelor of Technology (BTech)-Electrical and Electronics Engineering,

University of Kerala.

. ITIL V3 Certification

. Pursuing Certification - ITIL Intermediate -Capability module.

SOJA HABEEB

Phone: 813-***-****

Email: *********@*****.***

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