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Customer Service Project

Etobicoke, Ontario, Canada
December 11, 2018

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Denis Emma Okware

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


Experienced, self-driven Business Analyst and Project management professional with over 7 years’ experience in finance, information technology and not for profit sector; with extensive knowledge of the Software Development Life Cycle (SDLC) methodologies. Successfully implemented application development projects from inception through to User Acceptance Testing (UAT), instrumental in Implementation and Organizational Trainings. Proficient in eliciting and unambiguously documenting functional and non-functional requirements using techniques such as, Client Facing Interviews, Brainstorming, Document Analysis and JAD sessions. Additional competencies include proven leadership, analytical, facilitation, presentation, problem solving, modeling, innovative, and team player.

Advance Certificate in Business Analysis (IIBA), Post Graduate Diploma in Project Planning and Management, Bachelors in International Business, Project Management Certification (PMP) in View


Ability to work with customers to understand and act based on their needs, assess risks, and achieve a valued result

Strong organization, problem solving and analytical skills, keen attention to details

Ability to work in a team and independently, adapting to changing priorities

Strong collaboration, listening, and facilitation skills

Ability to work in an environment that promotes customer service, quality, continuous improvement, knowledge sharing and teamwork

Excellent multitasking, prioritization and time management skills

Aptitude to build successful partnerships (internal and external), and negotiate with others

Outstanding interpersonal and communication skills (written and verbal), passionate, and dedicated


Office Tools

Microsoft Office Suite of Products (Word, Excel, PowerPoint, Visio), MS Outlook, MS Project, MS Windows, Mac OS, SharePoint, Lotus Notes, Jira Software


Oracle CRM system, Consumer Credit Adjudication Process System (CCAPS), New Credit Card System (NCCS), Computer Assisted Collection System (CACS), Early Years Services Information Systems (EYSIS), Customer Information System (CIS), HP Quality Center (HPQC)

SDLC Methodologies

Understanding of RUP, Agile, Iterative, Waterfall, and UML

Requirements Elicitation Methods

System and Business Use Cases, JAD workshops, Job shadowing, Client Facing Interviews, Prototyping, Questionnaire, Brainstorming, Mind-map, Context Diagram

Software Testing

Manual, Automated Testing, System Integration, Regression, Business Acceptance Testing, User Acceptance Testing, and Test Strategy


Business Analyst, Improvetek Inc. CRM system upgrade project

Mississauga, ON. Oct 2017 – Present.

Oversaw and was the Lead BA of implementation of CRM system Upgrade Projected /Post implementation Support

Comprehensively prepared and documented the Business Case Document (BRD) for the project upgrade

Professionally gathered, analyzed and elicited solution requirements using process models, Use cases and proficiently provided both functional and technical Expertise

Reverse engineered the Legacy CRM System, evaluated the features, components and process flows to understand the current state, and identified the Systems AGAPS Against Business needs

Managed requirement Analysis, Implementation, and carried out successful user Testing

Successfully reviewed the training Needs assessment, developed the training manuals and delivered training to over 30 trainees and end users across the stake holder community

Conducted and facilitated 7 day( 3hours a day) user training for new components and functionalities

Successfully coordinated system implementation through the full project life cycle including design, testing, deployment, handover and post implementation support

Analyzed project status comparing it with the base line and recommending corrective and preventive recommendations

Business Analyst, Vanoji Group Limited

Kampala, Uganda. NOV 2015 – OCT 2017

Project 1: Light up Africa Project in Partnership with UKaid and Australian Development Cooperation Phase 1&2

Conducted discovery of product requirements by collaborating with key stake holders, Elicited functional and non-functional requirements by means of client facing interview sessions and developed and developed a business case document for management.

Successfully translated business requirements to functional requirements and liaised with subject matter expert and off shore expects to create design for solar panels and batteries

Played as a liaison between Scram team and IT And management in an Agile Environment to develop features and improve User experience

Facilitated JAD sessions with stakeholders to document the as-Is and To-Be business states and conduct GAP analysis.

Participated in review sessions of the key project deliverables to ensure that technology solutions met the identified business needs.

Participated in risk management activities with project team, proactively identifying potential risk, events and providing input to risk quantification and mitigation strategies.

Created business process maps by means of UML diagrams like use cases and process model diagrams.

Participated in unit, system, and user acceptance testing and trained stakeholders including C-Suite executives and VPs, as well as end users such as line credit analysts.

Participated in project meetings, status update meetings and revised project library by means of M.S SharePoint, informal emails, while collaborating with project team to meet milestones and deadlines.

Provide operational support for projects after implementation including problem resolution and enhancement and recommendations to ensure ongoing success.

Business Analyst, Eco Bank. Retail/Commercial Banking Division.

Kampala Uganda, Nov 2009-August 2015.

Business Analyst Multiple Projects (center of Excellency): Data migration, System upgrades .enhancements

Successfully executed several projects thought the project life cycles including testing,handover and post implementation support according to business rules in agile and water fall environments in a competitive business environment

Facilitated business requirements sessions with Project Management Office (PMO), external Stakeholders and other vendors on the Customer initiative.

Interfaced with ITO, PMO, and Project Steering committee, to discuss project status, change management, and responsible for maintaining, communicating, and versioning of Change Requests and business issues to all stakeholders.

Worked with Subject Matter Experts (SME’s) from cross-functional departments like, Customer Service, Marketing, Disputes Resolution and Credit to better document business rules that fed into application.

Facilitated requirements gathering workshops such as Brainstorming, JAD sessions, one- on -one client facing sessions with the regulatory compliance SMEs and business units.

Authored project artifacts such as, Business Requirements Document (BRD) and System Requirements Specification (SRS).

Participated in “walkthrough sessions” with clients and got sign –offs on project deliverables. Helped create test documentation and supported the QA testing effort by escalating defects, and ensuring bug fixes and smooth implementation of the solution.

Obtained positive client feedback on the impact of the enhancement to the customer statements, which became easier to read, ensured that customer benefits such as loyalty and rewards payments were reflected on the new statements.


Advanced Business Analysis Certificate (IIBA), Topron Consulting Inc.

Topron Consulting, Mississauga Jan 2017- July 2017

Post Graduate Diploma in Project Planning and Management

Uganda Management Institute Kampala Uganda Oct 2008-Mar 2009

Bachelor’s Degree in International Business

Makerere University Kampala Uganda Aug 2002-Jan 2005

Core credit Risk Management (Eco Bank Group)

DJ Smith Consulting Nairobi Kenya Aug 2012- Dec 2012

Project Management Professional

Topron consulting Inc.Missisuaga On In View


Member of International Institute of Business Analysis (IIBA) in good standing

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