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Customer Service Project Manager

Cedar Park, TX
March 29, 2018

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Phone: 508-***-****; Email:; Linked In:

A dependable engineer with excellent problem solving and deep thinking abilities. Technically talented and competent Senior Business Analyst with more than 4 years of experience and proven ability to create, implement and maintain web applications and analytics to drive business strategy and assess risk. Recognized for strong work ethic, superior customer service delivery, creativity, positive demeanor and team collaboration. I also possess IRS Minimum Background Investigation (MBI) clearance


Over 12 years of experience in Software systems Business Analysis and Quality Assurance . 5 years of experience in Business Process Management including Business Process Analysis, Workflow, requirements gathering analysis, Production support and UAT

Excellent Management, Leadership, Analytical and Communication skills. Proven ability to consistently perform and exceed expectations in meeting project deliveries on time and delivering quality product

Expert in gathering the business requirements in Agile methodology by conducting requirements workshop and JAD sessions

5+ years of experience in P & C insurance in Guidewire Insurance Products ClaimCenter, PolicyCenter and BillingCenter

Around 4 years of experience as SDET using C#, VB and Java script using Selenium and QTP

Recognized for strong work ethic, superior customer service delivery, creativity, positive demeanor and team collaboration. I also possess IRS Minimum Background Investigation (MBI) clearance


Data Analysis & Reporting Gap Analysis

IT Project Management & Communication Team Collaboration

Application Testing & Validation Process Documentation

Requirements Gathering Business Process Mapping

Data Visualization Business needs Assessment


Technical Business Analyst at IRS Aug 2017 – Till Date

Internal Revenue Service is the nation's tax collection agency and administers the Internal Revenue Code enacted by Congress.

Roles & Responsibilities

Worked with IT team to gather various documentation and knowledge related to existing patch management process and compiled System Operated Procedure document listing key steps, details and flow of patch management process

Identified areas of improvement in patch management process using six sigma and created Gap Analysis document to identify gaps in existing process

Translated stakeholder’s requirements and business rules into tangible deliverables such as activity/process diagrams, work breakdown structures and other documentation

Assisted QA team in executing integration and system test cases

Tested Patch implementation reports by importing data from various sources and validated that data is displayed correctly using SQL queries

Explored Knowledge Incident Management tool (KISAM) and lead the data migration of task ticket system

Technical Business Analyst at Frontline insurance June 2016 – April 2017

Frontline Insurance provides coverage to Residential and Commercial properties in US coastal areas. Frontline implemented Claims and Policies modules using Guidewire.

Roles & Responsibilities

Lead the conversion from legacy system to web based product. Attended workshops with external vendors and identified Integration Requirements with modules such as Document Management, Salesforce, ISO, Payments, Policy quote and issue Check Printing

Worked with QA team in testing the web services using SOAP UI tool

Reviewed and assessed information gathered with the SME’s to define business critical needs and analyze the possible technical solutions. Performed GAP analysis for the modules in production, conducted feasibility study and performed impact analysis for proposed enhancements

Created user stories in Rally and worked with developers in sizing/planning the Sprint Grooming. Conducted Demo’s to management and Retro with developers. Maintained requirement traceability matrix and Agile story board in order to keep the clients and all the teams up-to-date with the current progress of the project

Designed Use Case diagrams by using MS Visio. Created data mapping documents for developers

Worked closely with business users in UAT phase with test data preparation. Lead UAT defect phase and tracked defects to closure

Reviewed the design documents and make sure that requirements are in sync with the design document

Technical Business Analyst at TWIA February 2015 – April 2016

Texas Windstorm Insurance provides coverage to Residential and Commercial properties in certain designated portions of the Texas sea coast territory.

Roles & Responsibilities

Worked with business team in gathering and documenting of requirements/user stories, design and configuration of systems. Conducted walk through sessions for Business Requirement Document (BRD) and Use Cases to discuss certain issues with stake holders, QA & development teams

Prepared the process flow charts for various integrations in Guidewire Products such as Policy Search, Policy qoute, binding, Policy endorsement and forms, Check Printing, BillingCenter Accounts invoice and XactAnalysis using Visio. Reviewed the PolicyCenter data model and provided data mapping

Developed key performance indicators, ranking and scorecards to monitor operational effectiveness for the senior managers

Created and executed UAT test cases by working closely with business users

Technical Business Analyst at Innovation Group December 2013 – Nov 2014

Innovation Group provides software solutions to Insurance, Auto and Property industries.

Roles & Responsibilities

Facilitated JAD sessions and used storyboarding as elicitation techniques to gather requirements from SMEs for Policy Forms, Thunderhead document production and policy payments

Identified key issues and gaps in the existing process and came up with solutions in improving requirement management process

Planned Testing activities for bi-weekly sprint for onsite and offshore teams; monitored and controlled the tasks till completion. Prepared Metrics report to derive gaps between estimated hours vs billable hours. Oversee testing consistently and ensured high quality product on time and within estimated budget

Lead the UAT testing phase by coordinating with business users and technical team

Business Analyst/Test Lead at USAA July 2012 – December 2013

United Services Automobile Association (USAA) is a leading insurance and financial services company primarily serving the personnel associated with the US Armed Forces.

Roles & Responsibilities

Analyzed the scope of Mobile testing for the project; executed test cases in the mobile/portable devices developed in iOS, Android and Windows platform. Validated look and feel of the App in multiple mobile device platforms using a cloud based Mobile testing platform called Perfecto Mobile. Worked independently to install Apps on test devices; worked with release engineers to release Apps through service provider

Assigned tasks to Off Shore (India) and Near Shore (Mexico) teams based on work allocation at iteration level. Worked with offshore team members in mentoring them to achieve the tasks as per schedule

Created Test Summary execution reports and defect summary reports using excel pivot table

Gathered requirements for USAA Banking products such as College Spending Credit Card, Cash rewards VISA and AMEX card

Involved in Cost benefit analysis with the Project Manager and Accelerated average QA testing turn-around time by 25% or more, allowing company to accept more testing projects without increasing staff

Involved in preparation of SOW along with Project Manager

Sr.QA Analyst at Cognizant (Portsmouth,NH) April 2011 – June 2012

Liberty Mutual is one of the top largest property and casualty insurers in US which provides broad range of competitively-priced insurance products and services.

Roles & Responsibilities

Acted as Lead Onsite coordinator; Prioritized and assigned tasks based on the urgency and importance to offshore team. Performed knowledge transfer demo sessions with offshore team. Reviewed the test scenarios, test data and test plans created by off shore team

Designed Business Process Test (BPT) cases for Guide wire Scheduled Services (Auto) & Property lines of business stories using Quality center. Developed automated scripts using QTP and consolidated the scripts with BPT test cases

Performed end-end Mobile testing of FNOL and Auto Services modules in several Apple and Android mobile devices. Took complete responsibility of testing FNOL Web interface and performed browser compatibility testing

Created defect reports using Microsoft pivot tables in excel

Sr. QA Analyst at Super Media (Boston MA) November 2006 – February 2011 is ecommerce application that provide business information regarding Lawyers, Hotels, Restaurants, Florists, Mortgages, Coupons and more. Users can find the business listings, reviews; get maps, directions, traffic updates and even weather forecast.

Roles & Responsibilities

Acted as single point of contact for Testing and thoroughly tested all super media online products such as Super Pages, Switchboard, Super Guarantee, Every Car Listed and Local Search developed in various web technologies such as .NET and Java. Worked independently in scoping, planning and scheduling QA activities and consistently provided prompt and efficient results by meeting critical deadlines

Identified and implemented ways to minimize the need and time to manually execute regression tests and automated test scenarios as needed. Enhanced existing automation framework and developed test scripts in VBScript and executed using QTP automation tool

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