Project Customer Service

RadhaJaya Raghavan

847-***-****/abxilp@r.postjobfree.com

Motivated, accomplished, successful, self-starter, client-service oriented

functional analyst with over 13 years of expertise in techno-functional

analysis and support, migrations/mergers and hands-on experience in

implementation, seeks challenging IT projects with HRIS, payroll and Time

and attendance emphasis.

Summary

Over 13 years of experience in Project management, client analysis,

software re-tooling, training, product customization of payroll

. 2 years of project training, certification in ITIL and

product knowledge and work experience in project

management, configuration/UAT and ITIL process management.

. Certified in ITIL (Foundation)- Syllabus 2011

. PMP classes-- training to be certified.

. 10 years of implementation and customer service expertise

with ADP, PeopleSoft, SAP-payroll and e-Time, eZ labor/

Kronos- WorkBrain Time and attendance and Workforce

Software(HRIS system)

. (2 Life cycle Sap/work-brain implementation/HCM, HR payroll

issues consultant)

. 7 1/2 years of experience as business analyst, expertise in

training and documentation of payroll software and time and

attendance guides.

. Assisted multiple clients in several different

organizations and industries. Managed assignments

utilizing different methodologies, tools, and disciplines

using information from the project at hand; adapted

techniques to meet the client's need; fit-gaps analysis,

experienced in requirement gathering and analysis.

Business service /Techno-functional skills

o Ability to complete tasks in a timely manner; effective time

o Management and problem solving skills;

o Exceptional presenter- able to articulate and share information in a

group setting.

o Succeeded as lead agent gathering information and client requirements;

o Partnered with users to develop user stories, issues, detailed

specifications and business benefits; logged in detailed notes in

Clarify-ticketing tool-Crystal reports

o Promoted dialogue between business stakeholders and cross-functional

team on proposed projects.

o Ability to visualize new business processes across organizational

hierarchy, and provided an efficient IT solution to meet business

requirements.

o Provided detail specifications to technology team and assisted with

projected deliverables (timely, cost effective implementations and

solutions). Managed projects and reported on project status

o Dealt with risks, client issues and communicated to the team the

relevant information

PROJECT EXPERIENCE

WFI- Consultant Dec 2012 - Current

Implementation and Configuration Team

Workforce software integration and customization - Toyota, CA

Workforce software is an integrated system that deals with Time and

Attendance on a project to project basis; it involves detailed and accurate

programming and customization based on client's needs( Toyota has several

plants and several services offered) Each unit had different setup and

unique work rule and pay rules, union rules, special holidays and special

plant shut down sequences.

Worked on Documentation

Exceptions- Formula Language

Accruals

Policy Profile setup

UAT Documentation

Holiday setup

Union Bank Project

UAT Testing and Writing scripts for the different modules that were being

implemented by Union Bank

Testing, scripts preparation and documentation

WFI- Consultant Training Sept- Oct 2012

Workforce Software implementation and Configuration

Classroom training and Hands-on training to learn the system

JMFG -consultant July2012- Sept 2012

Implementation correction project: part of WFC Group

Fixing labor union rules, reconfiguration of Kronos original implementation-

Reconfiguring attendance analysis, accruals, union contracts; clean up of

database, upgrading to Kronos timekeeper 6.0 to 6.2 or 6.3 in some sites,

updating and re-formatting, resolving issues in all the work-rules, pay-

rules setup, gap analysis, User testing to meet the client's need.

Perot systems, WorkBrain Consultant March 2007- April 2011

o Functional and technical support for Workbrain 3.5.2(S) (payroll and

timesheet) for Perot systems IT Solutions team (client GPI)

o WORKBRAIN Specialist, trouble shooting, support of Time and attendance

and payroll. Completed 3 Full life cycle implementation; Assisted the

client in analysis, requirement gathering and their business needs for

the future; accomplished the process of fixing the work rules, pay

rules to complete the process of gathering information; configured and

moved data from people soft to SAP_HCM 6.0; tested the process;

supported client for 2 pay cycles- fixed glitches in implementation

o Succeeded in guiding the offshore team to complete the Shop floor

workflow design; completed analysis and design of the shop-floor form;

verified and reengineered the form to meet client's needs.

o Work brain support (1st response call-center team) for hardware (time

clocks) and software solutions to resolve issues related to hourly

timesheet and payroll.

o Accomplished process- payroll/HR clients with business process

analysis and quick resolution to problems- saved clients retro-payroll

cost 98% of the time.

o Monitoring ROBOT application running the script and measuring SLA

(Service Level Agreements (Work brain monitoring)- Cost savings at 99%

o SAP-HCM - Gathering information/ requirement analysis for SAP payroll

o Worked in conjunction with Work brain for client GPI (Graphic

packaging Inc) Functional and technical support experience with SAP

Payroll, HCM, Work brain time and attendance-Support and security

access setup.

Sears Holding CORP, Hoffman Estates, IL Oct 2006- Mar 2007

Sr. Analyst- Variable Compensation: Working with HRIS team, Compensation

Manager and the IT team for analysis to integrate the Sears/Kmart's plans

to pay-out 2006 bonuses (AIM -Bonus plan calculator)

o Transfer of data using an interface using Business Objects, to

facilitate the movement of input and output files.

o Assisted the team on variable compensation; conducted gap analysis,

bonus payout calculation to revise the compensation package for the

next ye

Nissan- Gardena, CA - WorkBrain Consultant May- October 2006

Managed the Payroll transition team to analyze and streamline work-rules

and pay-rules For Work brain. Fine-tuned the transitional workflow to

incorporate the current systems in place. Identified and configured the

design and functional setup of employee's hierarchical relationship;

Leave/vacation policy for retiring employees was simplified by activating

the accrual policy.

o Completed Work brain training on functional use of tool and web based

procedural training, to ensure employees' correct completion of

timesheet, and to create a better understanding, of the processes

involved in Workbrain.

ADI- Santa Rosa, CA (Jan2005 - Dec 2005) internship program- created

marketing brochures, video documentation and Video production, Test scripts

for training (marketing tools)

ADP, Elk Grove Village, IL Sept 1999- Aug

2004

Business Analyst /Project Coordinator

. Coordinated the project analysis, time management, installation of

clocks and customization of Time and Labor Management (TLM), e-Time

LITE Web Based EZ labor standardization, conversion and data

migration, payroll processing, hardware retooling, cat-5 connection

and testing by creating test plans and scripts to test functionality

of the applications, re-engineering of software, customization and

compatibility testing

. First time resolution- top producer award twice in a row.

. Serviced client through efficient implementation (96% cost saving) and

efficient run of correct payroll for 98.5% of the time.

. Several implementation completed -full life cycle process--Analysis,

gathering information, summarize, participate in hardware/software

requirement search and completion of the contract with implementation

and support. 2 cycles of Parallel payrolls done to complete the

process.

IBM/ Banc one Financial Analyst /Technical Writer June1999- Sept 1999

o Utilized testing and documentation skills to test and pilot their call

center utility tool-Tivoli Desktop tool (TD); conducted analysis and

thorough testing of TD.

o As Content editor authored new documents for the Call center.

CompuServe [AOL Merger] - Consultant -QA/ Technical Writer

Oct 1998-April 1999

o Projects Involved-- Mail distribution, cleanup of lost mail, gateway

support, monitor fluctuation in failed communication.

o Assisted in the preparation of support system tools-conversion and

integration of CompuServe's email group administration with that of

AOL (due to America Online merger)

Volunteer work: Worked with High School PTA; hospitality team servicing the

schools, businesses in the community

o Cooked and assisted the Women's shelter in Washington DC (14thst

Lutheran Church). Served as the Career counselor for WINGS (women's

shelter in Northwest suburbs, IL)

o Campaign work-volunteer and community organizer for the local temple

in Aurora, Il. Business leader- Brookfield, IL community volunteer

making the city clean, provided recycling center-eco business,

serviced community nearby, created awareness to recycle-Use fabric

bags- "no more plastic bags" campaign

o

Education:

Certification ITIL -Foundation-Syllabus-2011

Training for certification- PMP, and Microsoft SharePoint

Postgraduate Diploma in MCSE (Micro-Hard Technologies, Oakbrook, IL

. Specialized workshops and Hands on training and trouble-shooting with

Work-brain

. Time and attendance maintenance; SAP HR configuration and

implementation- Web-Design Certification (Art Institute of IL,

Schaumburg, IL)

. Finance and Accounting Certification (Washington Business School,

Vienna, VA)

. Bachelor of Science (Dietetics, Immaculate University, Frazier, PA)

. Bachelor of Arts (English/Psychology, Bombay University)

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