Customer Service Software

RADHIKA SANAF

E-Mail:*******.*****@*****.*** ****, Mississauga Valley Blvd, Mississauga, ON L5A 4A5

Cell: 416-***-****

CAREER OBJECTIVE

Looking for a challenging as a business systems analyst which enables me to use my business analysis, technical and customer interface skills to provide efficient, innovative solutions that lead to organizational growth.

SUMMARYGood experience with business analysis, customer service and project management coupled with technical expertiseAdept in interacting with clients, effectively able to collaborate with various teams to ensure high productivityGood analytical and communication skills, ability to work independently with minimal supervisionExcellent documenting and presentation skills with great attention to detailExperience and knowledge of various Software Development Life CyclesExperience in conducting GAP analysis (AS-IS and TO-BE scenario) and User Acceptance Testing (UAT)Thorough knowledge of Business and Technical documentation – Project charter, Business Requirements Documentation (BRD), Functional Specification Document (FSD), Test Plans, Test CasesExperience with writing SQL queries, e-commerce, developing wireframes, web based applicationsSkilled with Unified Modeling Language (UML), including Use Cases, Class, Activity, State and Sequence Diagrams using tools like Rational Rose and MS Visio

EDUCATION

University Of Toronto, Toronto, CanadaCertificate in Business Analysis, May 2012-March 2013 [Expected]

San Jose State University, State University of California, United States of AmericaM.S., Software Engineering, Jan 2007 - Dec 2008 [GPA 3.62/4.0]

Pune University, Pune, IndiaB.E. in Computer Engineering, July 2002 - May 2006 [First class with distinction]

SKILLS and ADDITIONAL INFORMATION

Languages: Java, JavaScript, PL SQL, HTML, XHTML, CSS, UML, XML, C, PHP and C++RDBMS: Oracle 8i/9i/10g, MySQL, MS SQLTools and Platforms: Rational Rose Enterprise, IBM Rational, SmartDraw, Visio, CVS, gomockingbird, Eclipse, NetBeans, QuickTest Pro, Quality Center, JIRA, Crystal Reporting, JBossTechnologies & Application Software: Adobe Fireworks, Dreamweaver, Photoshop, J2EE, JIRA, Bugzilla, Altova XMLSpyProject Management: Microsoft Project, Microsoft Office Suite, MS Outlook, IBM Lotus Notes, SalesforceOperating System: Windows, Unix

EXPERIENCE

Trapeze Software Inc., Customer Care Analyst Mississauga, Ontario, Sept’11 – Till DateInteract with clients from North America to resolve client issues related to the Trapeze Transit Customer Information product suite: Info-Com, Info-Agent, Info-Publish, Info-Web using WebEx sessions, telephonic conversations and emailsWork with the product manager on product enhancements. Also, create business and functional documentation for client’s product enhancement requests, analyze the need, prioritize and discussing that with the development team/Product ManagersExtensive use of Salesforce CRM to handle incoming client requests and JIRA bug tracking system to track enhancement requests/defects submitted to the development team Writing complex SQL queries for client reportsConducting User Acceptance Testing (UAT) of candidate and release version of products/solutions for bug fixes and enhancementsPerform test environment upgrades for products and production environment migrations Conducting monthly webinars for clients on various product trainings. The webinars are conducted to educate clients/users on various features of the product and how to use them effectivelyWork on training material documentation, Info suite documentation, user guides and online knowledge base articles

Altierre Corporation U.S., Software Engineer San Jose, California, Dec’08 – March’11

Altierre Corporation U.S., Software Intern San Jose, California, Sept’08 –Dec’08Gather requirements for creation and changes of Electronic Shelf Label (ESL) digital displays from Fortune 500 retail clients (Kohl’s, Safeway, Kroger, Walgreens) and marketing team. Develop UI mockups for the same.Collaborated with the stakeholders, sales and technical team members. Recommend business solutions that satisfy stakeholder needs, exploring and assessing options for value-add for clients and the sales teamAnalyze change requests and perform data analysis to determine what is being requested and doing its impact analysis Creating and editing the XML files for ESLs to anlayze change impact and incorporating improvementsMaintain artifacts such as documentation to track history and versioning of ESL displays. Document user manualsDevelop and maintain the tool used in the development of ESL displaysAnalyzed current business requirements, user needs, and then use that information to define functional requirements for new features for the ESL display tool Assisted in designing test plans, test cases. Execute them and analyze the result and used Bugzilla to log defects

Virident Systems Inc. U.S., Software Intern Milpitas, California, June’08 – August’08Involved in creating of a web-based administration console integral to the company’s initial software application productParticipated in analyzing business requirements and functional specifications. Prepared Functionality Test Plan Discussed and created wire frames/UI screen mockups using Adobe DreamweaverUsed MS Visio to create different UML diagrams like use case models, sequence diagrams, state diagrams, activity diagrams, flow charts depicting the whole business workflows in these diagramsCollaborated with the QA team to ensure adequate testing and that appropriate documentation is in place

ITO Corporation. U.S., Software Intern Santa Clara, California, Feb’08 – May’08Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectivesPerformed weekly status meetings with clients in North America and the development team in Vietnam regarding new functional requirements for the e-commerce website projectsMentor and lead personnel within a technical team environmentConducted performance reviews for team members according to the set performance review standard of the company

And provide them to the project managerInformation gathering, analyzing the information gathered, business requirements, detailed functional design specifications document utilizing the software development life cycle (SDLC) methodologyDecompose high-level business and user requirements into functional requirements creating the FSD to guide the development teamReporting bugs and manage production problems if any after implementationConducted UAT (User acceptance testing). Produced problem reports, suggestions, test incidents reports, and performed bug fix verifications

Arts and Wines – e-commerce website, Business Analyst San Jose, California, Dec’2007

The goal of the project was to enhance the existing e-commerce website, making it more organized for better shopping experience by adding features like optimizing images, incorporating more categories for easy navigation and expansionInvolved in In-Depth Research to gather requirements Facilitated JAD (Joint Application Development) sessionsBuilding templates for customized viewPerformed website code changes/enhancements Review and test new and existing features and recommend enhancements

RESEARCH and PROJECTS

Software Engineering Management San Jose State University, July’2007Performed an extensive research on the various software development methodologies (Waterfall, Prototyping, Spiral, Rational Unified Process, agile methodologies) Prepared a research paper and presentation on SCRUM

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