Customer Service Project
Resume:
Longwood, FL *****
Mobile: 407-***-****
*******.****@*****.***
Ibrahim Aly
Summary
A Pega/PRPC Certified Systems Architect, Certified DCO Architect, and Certified Lead Business Architect Professional in a multi-industry including Credit Card, Health Care, Government, and Entertainment with a wide range of experience in Business Architecture and Business Process Modeling. Ability to work on own initiative and as part of a team. Proven leadership skills involving managing, developing and motivating teams to achieve organizations’ objectives. Effective communication, analytical, design and problem solving skills
Specialties
DCO Expert, Product Owner, Business Analysis, Program Management, Solution Delivery, Systems Migration, Business Consulting and Training. Thorough understanding of Business Process Modeling using PRPC (PegaRules Process Commander) software, Pega CPMFS and CPMHC, and Data and Class Structure.
Experience
October 2016 – April 2017 New Jersey State Judiciary System Trenton, NJ
Pega Lead Business Architect
Work as a liaison between the IT and the Business team/SMEs within the NJ AOC (Administrative Office of the Courts) on the critical software development of the Bail Reform applications
Gather requirements and develop related use cases directly into the Pega Requirements and Specifications rules
Work with the Pega LSA and the technical team throughout the project life cycle using DCO. Establish the Case Types, Stages and Steps, and the process flow for the assigned application
Educate the business team about the Dynamic Case Management, Assignments, Workbaskets, worklists, SLAs, and various aspects of the Pega rules
Help the QA team to write and review the test plans and scripts
November 2015 to July 2016 Anthem Virginia Beach, VA/Atlanta, GA
Pega Lead Business Architect
Work closely with the Pega Lead System Architect to align on design and implementation approach, develop, and review Case Types, Stages, and Steps in DCO sessions
Provide process flow diagrams, use cases, and other artifacts for application that supports several intake case types including Referral/Authorization - Utilization Management (UM), Case and Disease Management (CM/DM), Appeal, and Grievance requests
Develop sprint planning based on MVP requirements and obtain agreement with the business stakeholders
Conduct internal walkthrough use case and process flow review sessions with the development team after business sign off
Approve developed work during playback sessions and conduct the same with the business owners
Evaluate. Groom, and prioritize back log items for future sprint delivery plans
Act as the source of information for the IT team, and the liaison between the IT team, the business team, and management
July 2015 – November 2015 American Express/Pegasystems Phoenix, AZ
Product Owner
Conduct DCO sessions for one of the high visibility projects with the Pega team
Interact with the American Express leadership and SMEs to firm up and agree on the product MVP and release delivery features
Identify MVP features and priorities and assign to Sprints and Iterations based on the complexity and customer value of each user story
Own the product user stories, elaboration, and assist the team in creating tasks assigned to the development team
Participate in the product architecture design with the Lead System Architect and the development team
Sept. 2013 – June 2015 Total System Services, inc. (TSYS) Columbus, GA
Pega Lead Business Architect/Web Product Consultant
Provide leadership for the Pega Integration, Headless, and Reporting team. Responsible for setting priorities among competing requirements and insure team utilized at full capacity in an Agile, SCRUM environment
Lead elaboration sessions for high visibility payment systems to provide process flow and automation using Pega 7.1
Develop functional requirements, specifications, use cases, and process flows and create the associated Application Specification rules in Pega Rules Process Commander (PRPC)
Participate in the architecture design of a configuration application to allow clients to control the system behavior via various CPMFS channels in a multitenant environment
Lead the CTI (Computer Telephony Integration) implementation team to define the configuration and integration requirements of various CTI applications (Avaya AES, Cisco ICM, and Genesys CIM) and PegaCall
Consult with clients to ensure awareness of Web self-service industry best practice to aid clients in site configuration and customer service decisions
Lead a team responsible for implementing a Multitenant environment and translate security policies and guidelines into PRPC rules
September 2011 – September 2013 Walt Disney World Orlando, Florida
Senior Business Analyst
Analyze user stories, business processes, wireframes, data models, and related artifacts in a multi-platforms for Disney NGE (Next Generation Experience) project
Gather business requirements from multiple business owners and stakeholders within The Walt Disney World company
Develop use cases and process diagrams for end-to-end business process for eCommerce applications, Media storage systems, and Guest Support systems including guest communication
Participate in design and architecture sessions using Service Oriented Architecture framework (SOA)
Work closely with the testing and quality assurance teams to assess risks and dependencies and ensure timely delivery
Being part of the leadership and decision-making of the magical Walt Disney World team
2011 – 2011 Advanced Document Technologies Orlando, FL
Pega Business Architect
Gather and analyze business requirements for the PRPC (PegaRules Process Commander) design and development, a JAVA based Business Process Modeling platform.
Direct capture of objectives using the PRPC Application Profile Wizard and the Application Accelerator
Construct process diagrams using Assignments, Routers, Connectors, Flow Actions, Decision, Fork, Utility, Ticket, and Integrator shapes within the PRPC Process Flow
Actively participate in the design and implementation of the PRPC Decision Rules and Activities
Lead and assist with identifying and optimizing process flows and user interface use cases and requirements and drafts during Direct Capture of Objectives (DCO) sessions
Familiarity with Worklist, Workbasket, Get Next Work, Access Group and Portal concepts on PRPC
2010 - 2011 American Express Markham, Ontario
Senior Consultant
Provide End-to-end business analysis on a large conversion project for all American Express legacy systems using SDLC development methodology
Gather business requirements in a clear and concise document to be basis for gap analysis, design, development, and testing of system enhancement
Develop use cases for each enhancement for use and re-use in the development process
Responsible for all aspect of the project including conversion strategy, design solution. Testing. Change Requests, UAT activities and post conversion warranty activities with adherence to RUP methodology; Rational Unified Process phases (Inception, Collaboration, Construction and Transition)
Provide gap analysis to all functionalities existing on the legacy systems including Object Oriented (OO) JAVA Centric servicing modules used in Marketing, Sales, CRM, Collections, and Disputes activities
Create and develop high quality deliverables across all project phases (inception through user acceptance testing).
Familiarity with industry standard methodologies such as: SDLC, RUP, SCRUM and capability to communicate its policies and procedures to clients, teammates and partners.
2008 - 2010 First Data International Dubai, UAE
Senior Business Analyst
Provide face to face business consultation and functional solution to new clients converting or migrating to VisionPLUS; the First Data processing system.
Help clients to design new business plans, and review their existing ones to identifying bottlenecks and inefficiencies using BPM and to streamline their business process
Help clients develop risk strategy using Falcon software solution.
Provide training to clients and colleagues on VisionPLUS suites of applications
Research and investigate issues that may arise during conversion/implementation plan sessions to provide solution and/or workaround processes that are acceptable to clients
Provide functional solutions to existing clients for their specific enhancement requirements
2004 - 2008 First Data International Maitland, FL
Business Analyst
Provide Gap analysis to clients and prospects and identify opportunities associated with conversions and implementations
Offer functional solutions and design to projects based on internal and external clients’ business requirements
Provide training to clients and colleagues on VisionPLUS applications
Review QA test plans and technical specifications to make sure they conform to the respective functional specification
Help QA testers achieve successful execution of test plans
1998–2004 Fiserv, inc. Lake Mary, FL
Client Relations Adviser
Work closely with technical support, project managers, and QA analysts to develop functional specifications based on clients’ business requirements. Conduct walk-through meetings with all parties involved, and obtain client’s sign off on the project
Provide consultation to new and existing clients as well as prospects on how to fully utilize VisionPLUS functionalities
Conduct on/off site control record and user training for VisionPLUS modules
Assist QA department in developing test plans for internal fixes and custom modification
Education
1991–1996 University of Central Florida Orlando, FL
BS degree in Accounting – August 1996.
Accomplishments/Skills
Pega Certified System Architecture (Pega CSA)
Certified Business Process Architect (Pega CBPA)
Certified Direct Capture of Objectives Architect (Pega CDA)
Certified Scaled Agile Framework Practitioner - Product Owner
Proficient in MS Office Suite, MS Visio, and other software applications
Project Management skills
Successfully completed requirements as a Certified Trainer
Fluent in Arabic language
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