Derek Liu

905-***-****, ac9yym@r.postjobfree.com)

Professional Summary

●20 years of experience as a professional IT and Telecom Consultant with Development background, in large enterprise projects cross industry: Government(Metrolinx, MOH), Banking/Insurance(CIBC, BMO, RBC), e-Commerce(Air Miles), Telecom(Bell, Nortel, SaskTel), Transportation(Innovapost), Consulting(IBM, iGate, Infosys)

●Very skilled in cross functional roles in senior capacity: Business and System Analysis; System Design, Development and Deployment; QA/Testing and Operations Support

Skills Highlights

●Enterprise Content/Doc/Record Management (ECM): OpenText Content Server/Livelink and MS Sharepoint: Design CIS model for enterprise level ECM solution. OpenText customization, configuration, deployment and administration; Development projects for documents and record management, and business workflow automation.

●Professional Consulting: with combined technical skills and business knowledge, very experienced in delivering challenging projects individually or representing consulting firms to lead projects on client site.

●Banking/Insurance: Capital Market Commercial/Corp Lending Workflow Automation, Credit Card Products, Market Risk Analysis and Management, P&L, Financial Documents and Records Management, AML. Insurance policy, Claims, Agent Compensation process.

●Development/Database/Tools: Agile(JIRA,Confluence),Waterfall SDLC, Java/J2EE, .NET, SOAP WS, REST API, XML, Advanced Excel, SFTP, Mobile(iOS, Android),C/C#, VBA, Unix shell, SQL Server, Oracle, MySQL.

●Telecom: Contact Center and Unified Communication solutions(SIP/H.323/VoIP based): Cisco/BroadSoft UC, Avaya/Cisco/Genesys IVR, Call Flow Routing(Cisco UCCE/ICM), CTI/Agent Desktop, VXML, Verint Call Recording, Exony WFM, and Nortel/Avaya/Aspect ACD, Symposium, CallPilot/Meridian, DMS switch.

●Mobile Enterprise Strategy, Mobile App development and BYOD solutions: help set mobile enterprise strategy, and develop enterprise applications from desktop to mobile platforms (iOS and Android).

●E-Commerce: ATG e-Commerce solution (CSC, ACC, BCC modules), Tecsys Order Management (Elite series).

●QA/Test Automation: HP ALM/QC/QTP/LoadRunner end-end test, configuration and automation management: implementation, scripting, integration, server admin/migration and user training.

Experience

Sr. IT Business Consultant, Metrolinx Oct. 2018 – present

●Project Lead of design, customization and implementation of OpenText Document and ECM solution across different LOB based on OpenText Content Server, Archive Server, and Directory Server R16; Successfully bring on-board multiple new LOB to the solution: Asset Management (AssetLinx), Finance/Account Payable, Legal department;

●Design enterprise level Community Information Security model (CIS) to provide a secure and efficient framework to structure contents and secure access to contents: enterprise and LOB folder structure, metadata, user/group setup and permission configurations and reports;

●Work with vendors and IT team to identify process gaps, gather and document business requirements, and develop Process Models, Workflows, E-Forms, Enterprise Scan and Documents Retention policies and processes; Key deliverables: BRD, FRD, Overall to detailed Process Models for the entire solution, Process steps and procedures documents;

●Oracle EBS and OpenText ECM integration: lead the investigation, POC and design & implementation of the system integration between OpenText Content Server R16 and the existing financial A/P applications(Oracle EBS) with REST API and SOAP Web Service integration development.

●Lead the effort to integrate all ECM project's testing activities into a Testing CoE framework based on HP ALM/QC for Req. and test management, QC functional testing, QTP regression test automation framework, and HP Performance Center / LoadRunner for performance testing; Create SIT and UAT test strategy and test plan; Develop test cases/scripts, prepare test data, and execute end to end SIT testing and support business UAT;

Sr. Business System Analyst, Bell Canada July 2017 – Oct. 2018; and Aug. 2013 - July 2014

●Work as a Lead BSA consultant in IBM/Bell team on the re-engineering project(Agile dev on Jira & Confluence) to replace legacy Bell global call centers with an IP based contact center solutions –Avaya/Cisco IVR, Intelligent Call Routing, CTI Agent Desktop, Avaya/Nortel ACD, WFM Reports, Verint Call Recording and Bell RAS;

●Assist IT Infrastructure Planning Director to build the IT Roadmap for internal LOB users, sites and buildings across Canada to move from legacy PBX, analog, TDM based communications to the enterprise wide IOT standard Unified Communication systems: voice/video over IP integrated voice, point to point video, instant messaging, presence, desktop sharing, collaboration features and also integrates both users voicemail, email and conference bridge facilities within a standard architecture/solution (Cisco/Avaya/BroadSoft/ Verint products).

●As a lead BSA, visit multiple Bell Media/CTV sites to analyze Current Mode Operations (CMO) of communication infrastructure and propose the Future Mode Operations (FMO) for the Bell enterprise level Contact Center and Unified Communications solutions based on multiple vendors’ systems. Lead the work of system integration based on SOAP Web Service and Cisco/Avaya/ Verint and SIP/H.323/VoIP/cloud technologies.

●Support IBM and Bell test managers to create test plans, and build test case packages in HP QC. Lead team members to perform test execution in lab environment and on production sites (ORT/TET/PAT).

Sr. Tech Consultant, CIBC July 2015 – July 2017; and Jan. 2003 - Dec. 2004

●OpenText Content Server CIS and Process Integration/Automation for Capital Market Risk Analysis & Management, and P&L: work with business teams to build CIS model and integrate OpenText Content Server R10/16 and other existing banking applications thru REST API and SOAP Web Service integration/development to improve MR, VAR, P&L business processes with the use of professional ECM and document management systems. Agile development with Confluence and Jira.

●As a Lead consultant/developer in the Agile dev project(Jira, Confluence, short iterations), design and develop multiple releases of bank enterprise contact center systems (10 CC sites from coast to coast, 3000+ agents, 30M+ calls/year), on Cisco UCCE/ICM, Verint call recording, Aspect ACD, Genesys, Java, SOAP/REST API. Lead the projects to deliver large call volume processing system with complex call routing business logic and call flow management to support multiple LOB: Telephone Banking, Credit Card products, PCF, and Wealth Mgmt.

●Sr. BSA role: Lead the effort of SOAP WS API for system integration design; Agile JADS sessions with business, tech teams to analyze business processes and requirements on the Current and To-be CIBC Enterprise Contact Centre system (large migration to Cisco and Genesys platform). Analyze the Database schemas and Data structure mapping between systems and analyze system workflow from the front-end IVR and Web channels, to the back-end Call Routing & Processing and integrated CRM systems.

●2003–2004(representing Capco Consulting) BSA role in OTIS program: interview multiple LOB business users on requirements/processes, document automation process into BRD, and define UI and data models; Create QA test plan/ test cases and participate SIT and UAT testing execution end to end.

Sr. Business Analyst Consultant, BMO July 2014 - July 2015; and Nov. 2011 - Nov. 2012

●BMO ECM implementation based on OpenText Content Server and MS Sharepoint: as a lead ECM consultant in BMO technology team to work with OpenText and MS to design, build and support the enterprise level CIS model and ECM solution for the bank; Install/upgrade, configure, test, deploy, and administrate Content Server 10 modules and interface/integration with MS Sharepoint: eForms/Web Forms, Workflow, Workflow Painter, LiveReports/WebReports, e-Sign, Archive Server, Builder, OTDS, WebDAV;

●Lead consultant to upgrade Livelink 9.7.1 to Content Server 10 and SSO implementation across the bank (9 instances of CS10 servers): work closely with the vendor OpenText and business partners to do proof of concept, requirement gathering, documentation, gap analysis, detailed planning, SIT/UAT, production deployment/implementation and support. Successfully upgraded the system to new platform and rolled it out to 12,000+ business users from 15 LOB;

●Sr. BA role in the Capital Market Commercial Lending and Risk Management ECM document management and workflow automation projects: Lead JADS sessions with business stakeholders and cross-functional teams to identify current Capital Market Collateral Management, Risk Analysis, P&L, VAR Management processes & analyze the gaps, gather and document business and technical requirements, and propose the process/data/security models. Conduct walk-thru meetings to business and development teams. Perform SIT testing and support business UAT. Help design the dashboard reporting for senior management from data warehouse.

●Mobile Enterprise App development and BYOD (Lead BA): pilot projects to bring the bank's Commercial Lending and Risk Management applications to mobile platform, and customize and test them with Bring Your Own Device (BYOD) on iOS(iPad, iPhone), BB, Andriod, and Windows based tablets and smartphones.

Sr. Business System Analyst, Air Miles Nov. 2012 - Aug.2013

●ECM implementation and admin based on OpenText Livelink/Content Server10: deploy and admin Livelink application across business units, work with the vendor to configure/customize the ECM solution to deliver defined and approved requirements, work with the business to promote and extend ECM to business community in alignment with enterprise strategy to go digital. Design enterprise CIS model, configure and support Content Server eForms, Workflows, WF Maps, eLinks, LiveReports/WebReport. Train business users and troubleshoot tech issues;

●eCommerce projects Prism/Spectrum: Sr. BA on the projects to re-engineer the legacy eCommerce & Customer Care systems to a new Customer Order/Loyalty/Order Mgmt systems based on ATG e-Commerce/Tecsys/Java technologies, as well as Cisco ICM based intelligent Call Routing/Call Flow Mgmt system;

●Act as a senior technical resource to root cause analyze where and when the system fails, and propose technical solutions to these components/systems: ETL data mapping and reports, ECM Product Catalog, Order booking/processing(ATG), Post Order management, Vendor & Fulfillment management(Tecsys), Payment Domain (Oracle), and WebLogic Server/Cluster app mgmt.

Sr. Business Consultant, SaskTel Regina (representing Achievo Consulting) Jan. 2010 - Nov. 2011

●SaskTel QA CoE project: work as a senior strategic consultant to help Saskatchewan Telecom build a corporate level QA Center of Excellence(CoE) to deliver and govern project quality management and process improvement;

●Lead JADS workshop sessions to identify current business processes, and gather requirements for improvement, with SaskTel's cross functional teams (PMO, QA, IS, CM, HR, CIG, Finance, Wireless and Wireline);

●Assess client's current quality assurance process maturity level, and identify the gaps from industry standards;

●Create a high level strategic road map on what and how the client can achieve better project quality and efficiency by establishing a centralized QA CoE team to deliver effective quality assurance strategy and processes throughout the entire SDLC(PMO, Req. mgmt, Design & Development, Testing, Release mgmt, Change mgmt);

●Develop detailed implementation plans, and a rich set of CoE deliverables: industry standard quality governance processes, QA CoE best practices and guidelines, Project Templates, Job Aids, and QA/testing automation strategy;

●Help setup end-end application lifecycle management and test automation framework solutions, based on HP tools: ALM, QC, QTP, and LoadRunner. Deliver end-user and admin trainings on these tools;

●Conduct walk-thru review meetings and training sessions with client teams to deliver the detailed work products;

●Consulting support client QA CoE team to get up running and start governing pilot projects.

Sr. Business Analyst, Innovapost/Purolator Aug. 2007 – Dec. 2009

●Purolator PSS/ESS and EDI2010 projects: Business analysis and production support to help convert legacy Unix/Dos based Shipping Channel systems(PSS, EDI) to new web-based apps(Kewill vendor package Java customization and .NET/SQL/Biztalk EDI), while keeping 4,000+ customers' client systems run as usual;

●Gather, analyze and document business requirements, and Remedy ARS incident and change management reports from various sources: business teams, CAB team, external vendors and end customers;

●Production data analyzing, integration and processing: collect operation data files(flat files, CSV, XML) from different channels, analyze processing failures, cleanse data errors and integrate data files to standard XML files and load into backend servers(Biztalk and SQL server) for processing;

●Create test plan and test cases for Regression and UAT in Quality Center; Design and set up test data, lab testing environment and execute the testing. Work with vendor and/or development team to track and fix defects.

●Work in the transportation industry processes from front end to back end: customer shipping info and scan, parcel identification number, manifest generation, parcel tracking, backend batch processing, billing and invoicing;

BSA/QA Lead, Continuing Care e-Health (Ministry of Health, Ontario) Aug. 2006 - Aug. 2007

Related technologies: HL7, SharePoint, PointClickCare, ETL, JIRA, .NET, TFS, SQL Server

Group benefit in-take and management projects (seniors and mental health patients)

●Analyze the gaps in the current Ontario group drug benefit program for seniors and mental health patients, and propose enhancements to CCAC for the to-be customized e-Health systems;

●Gather and analyze CCAC patient intake assessment process and clinical data management/reporting requirements from several MOH business teams, and create the BRD and SRS docs;

●Work with solution architect and developers to identify/evaluate specific data exchange protocol, data editing, routing and reporting operations, based on HL7 standards (HL7 V2.5 and V3);

●Root cause analyze complex HL7 messaging issues, and propose appropriate solutions;

Program Level Configuration/Change/Test Management Process

●Gap analysis of current Configuration/Change/Test processes and Operational risk management requirements;

●Propose best practices and new consolidated processes to standardize formal practice across all sub-project teams;

●Engage solution vendor - MKS, to successfully build a proof of concept software change and configuration management system with concept of end-to-end application lifecycle management (ALM) solution;

Business System Analyst, RBC Insurance (representing iGATE) Dec. 2004 - July 2006

Related technologies: Nexus program(Ingenium, Fasat, Claims,etc.), HL7, QC, SQL, TestPartner, VB, .NET, J2EE

Group Health Insurance Integration projects (Ingenium, Fasat, Claims):

●Sr. BSA role to work on the large conversion and integration project involving Group Life & Health policy/products (Ingenium system), agent compensations(FASAT system), and customized policy holder claims system. Gather and analyze requirements, document BRD and translate into SRS doc;

●Working closely with RBCI business users and IT/vendor teams, analyzed the large data input challenge and system integration needs, help developed a comprehensive integration strategy and detailed plan;

●Implemented solutions to integrate MQC and TP to enable interactions between tools of different vendors;

●Automated tests based on Mercury Open Test Architecture (OTA) to facilitate TP execution and automatically generate QA metrics source data.

●On behalf of an off-shore consulting firm, iGate, managed the onsite and off-shore resources for the projects;

Nexus Program Level QA Management solution:

●Supporting Nexus program and project managers, gathered QA management needs for the program, analyzed RBC enterprise test and operational risk management standards, and proposed solution with Quality Center;

●Designed project tracking metrics to assist mgmt for test progress and statistics: test execution, defect arrival and closure rate, business functions testing and defect summary table, line charts of testing and defect aging, etc.

●Quality Center Administration: designed and setup end-end test management framework based on Quality

Center/Test Director for the large project (consisting 6 sub-projects, 200+ users); customized RBC standard MQC workflow (VB scripts) to fulfill each project's particular requirements;

●Trained MQC users and provided on-site support to RBCI QA, IST and UAT teams;

Software Developer, Nortel Networks July 1996 - Dec. 2002

Related technologies: ACD/IVR/CTI/Nortel Symposium Call Center Server (SCCS), Genesys, Remedy ARS, Hammer and Ameritec Loadbox, ASP, Oracle SQL*FORMS, SQL*PLUS, Access, PRO*C, VB, RS-485 protocol

●Symposium and ICM/ACD integration project: debug call routing flow through IVR, ICM and ACD systems; led UAT team to create test plan, test cases, and coordinated testing efforts between UAT and vendor teams.

●Worked as Testing Prime for Symposium Call Center Server Project and created V&V test plans and cases;

●Developed a customer lab simulator for longevity testing for Provisioning Mediation Server Project

●Designed client and remote data exchange software package for DMS Centrex Immediately Billing System Project

●Key developer for a telecom client's Management Information System

●Oracle DBA responsibility for a number of projects.

Education and Training

●Bachelor of Computer Science, Hunan University, China, 1992 - 1996

●Agile Business Analyst training course, Royal College of Technology Canada, 2015

●Cisco UCCE/ICM Product and Administration training (IBM), 2013

●Software Requirement & Specification, University of Waterloo, 2013

●Wireless Computing, Carleton University, 2012

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