Project Manager Customer Service

SAPANA BELORKAR

* **** *****

HILLSBOROUGH, NJ **844

PHONE: 908-***-****

EMAIL: ********@*******.***

SUMMARY:

Business Analyst

Over 5 years IT experience as Programmer/Business Analyst

Insurance and Financial systems background

Experience with Software Engineering methodologies like SDLC, RUP and Agile

Experience in analyzing models and business processes, data flows, documenting business

requirements and functional specifications

Extensive Knowledge of Object Oriented Analysis and Design using UML

Strong technical background and good interpersonal skills

Efficiently worked individually as well as in team environment

Extensive knowledge working with Java and related technologies

TECHNICAL SKILLS:

C, C++, Java, JSP

Programming Languages:

HTML, Java Script

Scripting Languages :

Oracle, MS Access, JDBC, RDBMS, ACT!, MySQL, SQL

Databases:

Rational Rose, Visio, StarUml, RSM, JBuilder, XML

Tools:

Authority, HomeSite, MS Word, Power Point, Excel,

SourceSafe, TOAD, ClearCase, HP Quality Center

Windows, Unix

Operating Systems:

JRun, WebSphere, SQL Server 2000/2005

Web/Application Servers:

J2EE, Servlets, XML, SiteMinder/IdentityManager

Other:

PROFESSIONAL EXPERIENCE:

NEW JERSEY MANUFACTURERS INSURANCE GROUP (NJM), West Trenton, NJ

IT Business Analyst June’08 – Mar’09

NJM, the largest auto insurer in New Jersey, operates exclusively for policyholders, providing

Personal and Commercial Auto, Property -Casualty, Homeowners and Flood Insurance.

Responsibilities

• Performed business analysis of web security framework for Customer Self Service web

application and future enterprise applications in policy administration system.

• Elicited and documented requirements for online registration, authentication and

authorization, manage customer profile for Customer Self Service application.

• Signed off Software requirements, Business requirements document, Uses Cases, Reporting

requirements, Data Flow diagrams from business users and IT

• Gathered requirements for Policyholder Account Manager, interface for CSRs and

Underwriters, to assist policyholders with online accounts.

2

Worked with business and security team to resolve issues relative to balancing application

•

security vs. application usability.

Gathered and documented reports requirements from data security, application security and

•

business team for both Security framework and Policyholder Account Manager to create

reports using SQL server reporting service.

Created sample reports to verify that all reports are satisfying requirements

•

Worked with Graphic Designer to create a mock up GUI for both applications

•

Worked with communications and business to finalize legalese and supporting documents

•

Assisted business to create training material for CSRs

•

Participated in system testing for CSS Security application

•

Updated old system test cases to accommodate changed requirements

•

Created UAT test plan and executed it with business

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Gathered test data required for UAT and System test scenarios

•

Assisted developers to recreate defects and closed fixed defects after regression

•

Generated test cases for Policyholder Account Manager in HPQC

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Performed unit and system testing for Avaya voice portal application used during online

•

registration process

MARSH INSURANCE, Boston, MA Apr’06 - Sep’07

Business Analyst

With 26,000 employees and annual revenues approaching $5 billion Marsh serves more clients in

more industries worldwide than any firm in insurance industry.

Responsibilities:

• Performed analysis and design of CYD (Customer Yearly Disclosure) application

developed to assist acceleration of annual disclosure process.

• Gathered and documented requirements to develop platform which enables central Group to

add, update, group, remove transaction as well as change the scope of transaction, change

policy detail, change revenue, change client executive’s information and contact details for

the purpose of annual disclosure

• Created supplemental reporting tool for CYD application which records all corrections made

to transactions and statements. It monitors life cycle of statement. It also creates multiple

reports that will be sent to client

• Developed process for bulk transaction correction

• Developed Use Cases for system and prepared use case specification for documenting

Functional Requirements in MS Word

• Interacted directly with client for feedback on use cases and sign off process

• Developed and maintained MS Access database application to store all requests made from

client executives

• Conducted UAT to verify all user requirements are addressed by the application

• Prepared Test Plans that contains test scripts, test cases, test data and expected results;

• Trained business users (central group) in operation and maintenance of new features by

providing training sessions and enhanced documentation

• Used SQL Queries to verify data from Oracle database

3

ICICI Bank, India Jun’04 – Dec’04

Programmer Analyst

This project involved analyzing, designing and developing a web-based auto loan application for

in-house users in the bank.

Responsibilities:

• Gathered requirements by interviewing various business units involved

• Created a prototype for application screens

• Created and developed new functionality in application to meet automobile loan needs

• Designed and developed use cases, activity diagrams, and sequence diagrams using UML

• Established business analysis methodology around RUP (Rational Unified Process)

• Assisted in building a business analysis process model using Visio

• Collaborated with Project Manager to organize training material and write user manuals

Avicon Group Inc, Westborough, MA

Programmer Analyst Mar’00 – Apr’01

An Innovative Consulting firm, architects and builds leading edge solutions that power next

generation supply chain performance by facilitating effective trading partner collaboration.

Client: SmartEnergy.com, Woburn, MA

Energy deregulation company providing natural gas and electric energy to customers in New

York City and Westchester County.

Responsibilities:

• Gathered and documented requirements to manage screens, which let user register for the

services of their choice

• Understood and developed requirements and use cases for creating new accounts, account

maintenance, dropping accounts

• Created Use Cases, Work Flows, and Screen Shots for the application.

• Developed and Analyzed Object Models, including business and solution views using

Rational Rose.

• Involved in converting User requirements into business requirements, functional

requirements and technical requirements and also created business process models from

requirement specs and managed all requirements

• Created Use Case specifications, business flow diagrams, Activity/State diagram and

Sequence diagram using Rational Rose and MS Visio, so the developers and other stake

holders can understand the business process according to their perspective with possible

alternate scenarios

• Created interface for customer service representatives enabling customer data access, new

account registration, and account deactivation

• Developed workflows using Java applications for complete life cycle of customer

enrollment and drop, including interface for automated communication with electricity

customers and local distribution companies

• Assisted with production support and testing, test script writing, and code reviews for

SmartEnergy.com’s newly developed software, improving speed and efficiency

4

Reported directly to project manager with weekly Project Status Metrics

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Transitioned Avicon Group’s intranet application server from JRun 3.0 to WebSphere 3.5

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and database from MySQL to Oracle; changed code accordingly

IntraLearn Software Corporation, Northboro, MA

Consultant Oct’99 – Mar’00

IntraLearn Software Corporation (ISC) is a leading global provider of e-Learning products to

corporate enterprises, academic institutions, associations, government agencies and training

suppliers.

Responsibilities:

• Exported IntraLearn’s ACT! database on IntraNetics 2.0 intranet software

• Created applications enabling employees to access company documents, contacts,

handbooks, and software based on security level assigned

• Participated in design and development of IntraLearn’s Web site using HTML

• Extensively involved in testing IntraLearn’s new software version

EDUCATION / CERTIFICATIONS / TRAINING:

Bachelors in Engineering, Amravati University, India

Post Graduate Diploma in Business Management, Amravati University, India

Certificate in Web/Intranet development, Umass, Lowell, MA

Java Sun Certification

Completed training in distributed Programming with Java from Sun University

WebSphere Application Server - Developing and Deploying Web Applications Workshop from

IBM

Contact this candidate