Customer Service Project

Viviane Nies

***-****. *** ****** *********

Mississauga, Ontario, L5C2V3

Phone: 416-***-****

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

Objective: To secure a professional position as a Junior/Intermediate Business Analyst responsible for capturing, defining, analysing, documenting and translating functional and non-functional business requirements into use cases, activity, sequence diagrams and incremental specifications that contributes to well-organized software development lifecycle.

Professional Profile

A Business Analyst with comprehensive knowledge of business processes in retail and Marketing industries. Skilled in gathering business requirements from business stakeholders to develop functional and non-functional specifications to be utilised by technical architects in development of business processes comprising User Acceptance Testing. A thorough understanding of the Software Development Life Cycle (SDLC) including methodologies such as RUP, JAD, Waterfall and Agile and modelling techniques such as UML, Visio, Use Cases and activity Diagrams with hands on experience in all of them.

Bilingual

French and English.

Skill Areas:Software Development Lifecycle Requirements Gathering & AnalysisObject-Oriented Programming Technical & End User DocumentationProblem Analysis & Resolution Software Testing & TroubleshootingWeb Site Design & Development Project teamwork & Communications Project Management Business Analysis

Technical skills

Operating Systems

MS Windows XP, Vistas, Linus, UNIX

RDBMS

MS Access, MySQL, Oracle Database

SDLC Methodologies

Rational Unified Process, Waterfall, Agile and JAD Methodology

Tracking Management Tools

Test Director, Rational ClearQuest

Software Eng. Tools

MS Office, MS Project, MS Visio, MS Dreamweaver, FrontPage

Language and Web Technologies

Visual Basic, Java, C++, HTML, XML

Modelling Tools

Rational Rose, MS Visio, UML

Test Tools

QTP, Quality Center, Test Director, LoadRunner

Employment History

Junior Business-Systems Analyst August 2011-December 2011

NESTLE, Toronto, ONWorked and Collaborated with Sales, Marketing Business groups and IT technical teams in re-designing and implementing Sales Force Automation System (CRM) to improve business processes by analysing, translating, documenting business requirement specifications. Translated, created, documented and developed software user documentations (User Manuals) to be used by internal customer representative teams from English into French by flowing Nettle’s French Canadian standard. Designed test specifications and developed Test Plans, Test Scenarios and Test Cases to cover overall quality assurance testing. Used QTP automate various types of testing such as UAT, Functional, regression, black box testing and executed both manual and automation testing and exported requirement, test cases into the Quality Centre, run manual and automation testing.

Business Analyst/Web Developer April 2009-August2011

NOUVELLE ALLIANCE, Toronto, ONInterfaced with Stakeholder and Development Teams to define CMS and Web Application feature requests, business requirement specifications, and change requests; Documented business requirements and transformed them into functional requirement specifications and modelled business process flows by flowing Visio and UML based methods using Rational Rose to develop use cases, activity, and sequence diagrams to transitioning the requirement to the development team for implementations. Participated in Joint Application Development (JAD) sessions with business owner throughout software development lifecycle (SDLC) to resolve open issues. Supported QA team by revising test case to ensure complete coverage of requirements and Involved in conducting UAT to gain user confidence and approval.

Junior Systems Analyst June 2006– October2008

TYG PRODUCTIONS LTD, London UKLiaised extensively with the client to analyse and examine existing business models and flows of data. Translating business requirement into functional requirement project brief; responsible for finding options for potential solutions and assessing them for both technical and business suitability; drawing up specific proposal for systems replacement. Produced project feasibility reports and worked closely with the development teams and end users to ensure technical compatibility and user satisfaction. Drawing up a testing schedule for the complete system, creating and documenting User Manuals and training users. Used UML, Entity Relationship and ER diagrams, Use cases, sequence, activity and collaboration and classes diagram for Ordering System to capture the business processes. Worked with project management tools and RUP methodology.

Administrator February 2004- October 2004

COMPUTER AID INTERNATIONAL, London UKOrganised and maintained computerized Database Management of customers; in charge of receiving order, record payment and delivery note. Prepared correspondence, reports, memos by using MS office, excel. Maintained office supplies and equipment. Resolved telephone and mails inquiries.

Education

Bachelor degree BSc Information Systems Graduated July 2007

UNIVERSTITY OF WESTMINSTER, London UK

Main subjects included: Database Systems, Business Information Systems, Discrete Mathematics, Project Management, Database Management Systems, Modelling in Information Systems, Requirement Analysis and Design, Distributed Business Application, Software Quality Management, Designing Information Systems, Business Systems Management and Evaluation, Distributed Information Systems, Rapid Application Development, Business Organizations & Communication, Introduction to Programming Languages, Current Issues in Information Systems, Computer Organization & Software, Information Communications Technology, Interactive Multimedia Development, Information System Project, Writing for Academic Success in Computing.

Professional certifications September 2002 – June 2003

UNIVERSTITY OF WESTMINSTER, London UK

Main subjects: Access Databases, Systems Analysis, Java, Oracle PL/SQL, Visual Basic

Customer Service September 2001– June 2002

LCC, London UK

Main subjects: Finance, legal Issues, Marketing, Planning & Implementing Service Excellence, Solving Problems, Market Researching Customer Requirement, Implementing Changes.

Business Administration September 2000 – June 2001

BARNET COLLEGE, London UK

Hobbies

Walking, Swimming and Cooking

References and additional information will be provided upon request.

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