Project Customer Service
Resume:
SHOWKAT S UDDIN
(Employment Status: U.S. Citizen)
*******.*****.****@*********.***
Summary:
• Senior Business Analyst/Project Coordinator effective in strategically enabling enterprise and
eBusiness solutions, while working with multifunctional teams business and technical staff and
management.
• Over 7 years of Sr. Business Analysis/Project Coordinator experience with in-depth knowledge of
business processes in insurance, chemical industries and retail banking domain.
• Provided SDLC Methodology and oversight for developing interactive and non-interactive
customer communication for building Integrated Customer Platform.
• Developed requirements for preparing, composing, assembling, storing, capturing and delivering
customer communications.
• Experienced in working with Accessibility for Ontarians with Disabilities Act (AODA) -
Accessible websites and web content requires digital content viewable by citizens with special need
in Ontario Province, Canada to meet Web Content Accessibility Guidelines (WCAG) 2.0.
• Strengths include big picture focus while developing strategic business solutions which can
include: project charter, value propositions, success criteria, statements of work, project management,
ROI, gap and risk analysis, process re-engineering, facilitated functional design meeting and
documenting requirements, use cases, change management, system resign/architecture, system and
application development, QA, UAT, implementation and mentoring and coaching.
• Strong Presentation skills to present to management and customers.
• Worked on Possess a detailed-oriented nature with excellent communication, interpersonal, strong
analytic abilities & be able to “think on their feet” and recognized for being a valued team player.
Technical Expertise:
Operating Systems MS Windows, UNIX
Project Management MS Project, MS Office Suite, Lotus Notes 8.5
SDLC Agile, Waterfall, Scrum
Business Skills, Process, TestLink, MEGA, UML Diagram, GAP Analysis and Impact Analysis,
Case Tools Use Case Modeling and Analysis, HP Extream, Thunderhead NOW,
RDBMS
Testing Tools Mercury Quality Center, QTP
Computer programming C, C++. Java, Oracle 9i, SQL, ASP.NET
concepts & basic language
Professional Experience:
State Farm Insurance Companies, Bloomington, IL March 2012 – Present
Sr. Business Analyst /Project Coordinator
Involved in over 10 projects as a Sr. Business Analyst/Project Coordinator. All the projects are
customer facing.
Worked as one of the key Stakeholders of Correspondence Tool selection board for on demand
interactive and non-interactive customer communications.
All these projects are part of building centralized integrated customer platform to provide
consistence and remarkable customer service.
Based on industry reports and studies from Gartner & Forrester, identified various tools that could
satisfy the approach to ensure remarkable customer experience.
Actively participated in daily meetings and discussed about the action Items.
Actively participated in International Maintenance Meeting.
Environment: Agile, MS Vision, MS Office Suite, HP Quality Center, TestLink, MEGA, HP Extream,
Thunderhead NOW, Share Point.
Fifth-Third Bank, Cincinnati, OH Dec 2009 – Feb 2012
Sr. Business Analyst
This project involves an application that provides comprehensive personal banking and
investment functionality.
Introduced Agile and Waterfall methodologies to increase productivity by means of originating
Mortgage Loans faster.
Created attribute matrix and the traceability matrix using Requisite Pro.
Facilitated JAD session with management, development team, clients and other stakeholders to
refine business and functional requirements
Creating process flow diagram, context diagram and activity diagrams using Requisite Pro.
Wrote SQL queries to retrieve data from the targeted database.
Assisted with design and development teams for missing functionality while designing and
implementing.
Reviewed test plans, test cases for testing the new applications.
Environment: Requisite Pro, MS Office, MS Visio, MS Outlook, HP QC, SQL
Sonali Bank Limited, Bangladesh Jan 2006 - Dec 2009
Business Analyst/ Data Analyst
Studied and assessed the client’s system and business process.
Addressed all aspects of the claim processing lifecycle, start from identifying a claim
right up to closure.
Developed project plans and managed scope.
Converted end user business requirements into functional system requirements.
Assisted in building a business analysis process model using Visio.
Designed and developed Use Cases, Activity diagrams, Sequence Diagram using UML.
Functioned as the primary liaison between the business line, operations and the technical
areas throughout the project cycle.
Environment: Windows XP, SQL, MS Visio, Excel, Lotus Notes.
Educational Qualifications:
• MS in Information System
• Bachelor of Science in Computer Science and Engineering
Others Qualification:
• Oracle Certified Associate.
• SQL Online Certified
*Note: Professional Reference will be provided on request.
Contact this candidate