Customer Service Project

Yash Thakkar

Pega Lead Business Architect

SUMMARY

• Astute, detail-oriented Lead Business Architect with over 8+ years of consulting

experience in Healthcare and Financial space, combined with expertise in Business Process

Management (BPM) application suite: Pega Rules Process Commander (PRPC) v6.x/v7.x

• Highly skilled in documenting business and functional requirement for multiple

assignments, with recent emphasis on BPM projects on Pega Rules Process Commander

(PRPC), leveraging Pega methodologies and Direct Capture of Objective (DCO) tools i.e.

Application Profiler (AP), Application Accelerator (AA) (v6.x) and Application Express

(v7.1.x), Application Specification and Requirements Rules, Requirements Traceability and

Application Documents to implement product enhancements using process flows and business

rules

• Strong understanding of Pega Methodologies including Smart BPM and Pega Scrum.

• Experience in conducting White boarding as well as Prep and Review sessions with the

stakeholders as part of DCO execution in PRPC environment.

• Hands on experience creating draft flows and UI rules in PRPC.

• Excellent understanding of key features in PRPC such as Case Management, Security,

Skill-based Routing, Next Best Action, Process and UI features

• Expertise in Software Development Life Cycle (SDLC), Object Oriented Analysis and

Design Methodology.

• Enterprise Content Management including: Document Management, Records

Management and Web Content Management.

• Experienced in complete SDLC, Client /server architecture providing a well-balanced

understanding of business relationships, business requirements, worked for financial and

technical solutions and help the team at all levels until final product release.

• Lead cross functional teams and facilitate all aspects of the System Development Life

Cycle, including requirements gathering, gap and business process analysis, project

management, test plan development, implementation oversight as well as production and end-

user support.

• Good understanding of Project Process and ability to analyze business problems and

identify solutions.

• Worked extensively with the team to meet business requirement and analyzing workflow.

• Experienced in creating Data Flow Diagrams, Use Cases, Use Case Diagrams, Activity

diagrams, Entity Relationship Diagrams

• Experience in development methodologies AGILE and Waterfall

• Skilled in determining system requirements and specifications for application

development projects with emphasis on User Requirements and Functional Requirements

through user interviews.

• Well versed in Process Narratives, Flow charting Techniques using UML, and Good

Documentation Practices.

• Well versed in project management tools like MS Project for project planning, Project

scheduling.

• Prepared documents to conduct user acceptance testing.

• Team player and self-starter with excellent communication, coordination, documentation,

project planning and interpersonal skills.

• Assisted QA team in developing Test Scripts, Test Cases and Test Plans for the User

Acceptance testing.

• Proven ability to work under pressure, prioritize and meet deadlines. Open to dynamic

work environment and ability to work collaboratively with business analysts, testers, developers

and other team members in the overall enhancement of software product quality.

TECHNICAL SKILLS

Operating System: Win 95/98/NT/2000/XP, UNIX

BPM Application: Pega PRPC Suite (v6.1, v6.2, v6.3 and v7.1.6)

Languages: C, C++, SQL, HTML, SAS

Software/Database: MS-Access, Oracle PL/SQL, ASP.NET, SQL Server, DB2

Web technologies: HTML, XML, Macromedia Dream Weaver, MS-Front Page

MS Office Suite: MS Word, MS Excel, MS PowerPoint

Modeling tools: MS-Visio, Rational Rose

Project Management Tools: MS-Project

Methodologies: Pega BPM, Pega Scrum, Waterfall, Agile

PROFESSIONAL EXPERIENCE

Delta Dental, San Francisco, CA May 2014 –

present

Pega Lead Business Architect

The project Prospect to Enrollee (P2E) was initiated to drive the business process starting from finding the

right prospect to getting the group or individual enrolled in Delta Dental’s insurance. P2E was further

subdivided into 3 major tracks: Prospect to Quote (P2Q), Quote to Sales (Q2S) and Sales to Enrollment

(S2E). The scope included creation of a workflow application in Pega to facilitate the implementation of a

new group once a prospect is sent to Pega as well as integrate with external systems along the workflow to

request for data that would help in processing the business rules.

Responsibilities

• Reviewed and analyzed current state of the P2E processes to identify workflow impact, cases

and sub-cases as well as integration points with external systems

• Worked in Agile methodology, working in different sprints- iterative plans.

• Identified application stages as well as cases and sub cases as part of the stage-based case

design approach for case management-driven application development

• Gathered requirements during inception phase and captured them as requirement rules in

Application Express

• Elaborated on business requirements during elaboration phase by gathering functional details

and systematically capturing specifications/use cases in Application Express

• Conducted prep and review Direct Capture of Objective (DCO) sessions during elaboration phase

to gather business and end user input by updating flow and UI rules built in PRPC for prototyping

• Linked requirements and specifications to ensure Requirements Traceability

• Working closely with QA team, reviewing their test cases explaining the requirements to further

help those raising defects.

• Performing analysis on each defect raised and further changes their status to pending review,

pending development and in unit testing.

• Conducted mid-iteration and end of iteration product walkthroughs for the business, functional

and QA teams to demonstrate functionality delivered as part of iteration scope

• Worked closely with SFDC BA team to capture integration touch points and data mapping details

with the external system and defined request response parameters between SFDC and Pega

• Conducted requirements clarification sessions with Underwriter, understanding their needs while

designing the UI.

• Sent release notes for each deployment to business and QA team, informing which functionality

will be available as part of that release and what are known issues/defects.

• Performed Smoke test in DIT environment, through creating and submitting JASON Request.

• Smoke Test performed in PRPC 7.1.6 DIT environment.

• Fluent using JIRA as a tool to track issues, development and testing. Used the tool to monitor

development completion as well as clarifying and logging decision based on discussion with business.

• Keeping a track of all the changes mentioned by UW and reflect those changes in specifications

so as developers can review.

• Generating specification document, application profile after each iteration – including different rule

sets and providing it to developers.

• Worked with Director for IT delivery across all tracks, including P2Q, Q2S and S2E.

• Working very closely with offshore team, analyzing and clarifying requirement gaps.

Environment: PRPC 7.1.6 (including DCO tools such as Application Express), PRPC Frameworks – Health

Care Industry Foundation (HCIF), SFDC, JIRA, GAMMA, Metavante, One Stop Rating (OSR) engine,

ONYX, SQL Server, MS Project, MS Visio

Bank of America, Addison, TX December 2012 – April 2014

Pega Lead Business Architect

Attorney Network Firm Management (ANFM) workflow system helps ANFM LOB review performance of

Bank of America's Attorney Firms. The workflow system supports a long review process where Attorney

Firms are evaluated on various parameters .At the end of this workflow ANFM workflow system generates

a Scorecard based upon smart Pega PRPC business rules which helps ANFM LOB manage the firm for

forthcoming years.

Responsibilities

• Facilitate discussions with ANFM line of business team on various Pega PRPC design aspects

which includes requirements gathering; advice on DCO sessions, identifying Use Cases and

various other design considerations.

• Contributed to DCO workshops planning.

• Generated Application Profiler and Application Accelerator in PRPC 6.2

• Help developed team on use cases, Process flows, Mockups, Data Models, Designing

Correspondences

• Worked with Pega Business and Technical Leads (LBA and LSA) & Senior System Architects

(SSAs) on Technical Design.

• Responsible for facilitating the elaboration of business use cases into detailed/atomic use cases

using Pega Direct Capture of Objectives (DCO) tools such as Application Profiler (AP),

Application Accelerator (AA).

• Responsible for articulating and documenting standards and best practices in partnership with the

Pega Center of Excellence.

• Exercising DCO workshops using PRPC 6.2

• Generating Application Profiler and facilitating execution of Application Accelerator in PRPC 6.2

• Develop use cases and User flows

• Create Process flow in Pega PRPC 6.2

• Create Mock-up User Interfaces in Pega

• Create data models

• Design correspondences, user communication in PRPC 6.2

• Work with Pega System Architect on Technical Design

• Oversee and manage development team

• Create Test Scripts

• Functional and Performance testing

• Organize User Acceptance Testing (UAT) sessions

• Provide signoff for Production Deployment

• Work with Development team during implementation into Production environment

• Foresee risks, take corrective actions to ensure timely delivery

• Conduct play back sessions to demo functionality built to date in construction phase to ensure

that application development is in line with business requirements.

• Validate business test scripts adequately to test the application under various

conditions/scenarios.

Environment: Pega PRPC v6.2/v6.3 (including DCO tools such as Application Profiler/Application

Accelerator/Application Express, Oracle 11g, SQL, MS Project 2003, MS Visio 2003/2007.

.

Express Scripts, Franklin Lakes, NJ June 2011 – Nov 2012

Pega Senior Business Architect

Products impacted under this portfolio include CDH Preventive Medications, Medication Compliance and

Outreach, My Rx Choices - Benefit Coaching as well as First Fill Non Adherence. Product highlights

include accommodating customized member-level messaging via customer service portals as well as

member websites, identifying financial savings opportunities for members via Brand to Generic (B2G) and

Retail to Mail (R2M) switches

The project involved building work flows under the scrum methodology of the agile framework to support

client customizations around product set ups performed by account management teams and ad hoc

requirements around program logic and member outreach criteria using Pega Rules Process Commander

(PRPC v6.1).

Responsibilities

• Capture requirements from Product Owner

• Create Mock-up User Interfaces

• Transform requirements into User Stories. Add Acceptance Criteria

• Business Architect and Design for P360 Contact Center

• Build Product & Sprint Backlog using Pega Project Management Framework (PMF)

• Worked with Pega Business and Technical Leads (LBA and LSA) & Senior System Architects

(SSAs) on Technical Design

• Follow Pega Scrum (Agile) Methodology

• Plan sprints and monthly releases, functionality that will be delivered

• Participate in Sprint planning, Daily scrum calls and Sprint Retrospective

• Lead functional delivery of sprints and monthly releases

• Integration, QA Test Case Review & Approval

• Doubts clarification for Tech Team, Testing Team, Product Owner, Development Manager &

Tech Leads

• Guide development team

• Functional and Performance testing

• Provide support to User Acceptance Testing (UAT) sessions

• Conduct end-user training

• Build end-user training documents, production deployment and support guides, as needed

• Organize and Present in Sprint Demo to demonstrate functionalities achieved in every sprint

• Work with Development team during implementation into Production environment

• Foresee risks, take corrective actions to ensure timely delivery

Environment: Pega PRPC v6.1 (including DCO tools such as Application Profiler/Application Accelerator),

HP Quality Center, MS Project, 2007, MS Visio 2010, Rational ClearQuest, Rational Requisite Pro

Rockwell Automation, Houston, TX Nov 2010 – May 2011

Business Analyst

Rockwell Automation is built on a strong foundation of integrity. And our reputation for quality, reliability and

innovation is represented by the brands our products, software and services carry. As we increase our

offerings, we remain keenly focused on enhancing our unique technology differentiation and delivering

integrated, value-added solutions.

Responsibilities

• Work as a liaison between the stake holders and IT onsite team and offshore team to make sure that

deliverables are meeting the deadline/timeline as required through timely updates on remedy

• Support runtime project/ Post deployment by communicating cross functionally in addition to the

communication held with Offshore team and onsite TA’s

• Plan and prioritize the changes and deliver it through official migration cycle based on quarter plan.

• Support EXCEL based tool including VBA coding, pivot tables and data mapping, excel tool was used by

refinery folks for their day to day blend planning activities (one of the key tool to trigger the process of

refining).

• Support .Net blending reports required by blending part of the business by capturing the requirements for

same.

• Understand the business need for the refining process of the Oil and Gas domain

• Support the asp supported reports and other excel/VBA based tool

• Write SQL queries to analyze the requirements and runtime issues from testing/BA perspective

• Understand the scheduled stored procedure job requirement and the data mapping

• Work closely with DBA analyzing the requirement, whenever there were any columns or rows to be added

to understand the cross functional impact for the same.

• Work with stakeholders and provide reporting requirements for the type required like, COGNOS, CUBES,

and Business Objects.

• One point of contact for the tools/application offered to the business

• Coordinate the release cycle by actively participating in go-no-go meeting by providing updates for go live

• Update and maintain remedy tool that enables a PM to represent the amount of work done.

• Work closely with Project sponsor and other Project managers to plan the future tasks by planning

timeline through outlining the milestones based on quarter releases

• Update monthly reports and different other weekly reports to show the progress of the changes coming

over

• Work closely with Business Stake holders, Developers, TA’s, Sponsors to get the deliverable on time with

no issues on the door

• Utilize existing work processes and tools to define the short range plan for their respective area.

• Optimize the short range plan based on input from peers within the central team

• Communicate and update the remedy as and when required by closing the tasks completed on time with

the estimates updated

• Maintain and track the work estimates in a traceability matrix to peruse the best possible forecast for the

month.

• Work closely with business and other involved stakeholders outlining the data flow diagrams and other

visual diagrams to better the level of understanding and the process steps

• Maintain document repositories by updating documents and document library

• Support onsite by providing analysis and timely estimates for the requested/required code change

• Consider validation and testing for each change by UAT and smoke test performed in addition to the

testing performed with QA team

• Work closely with the developers and help to fill any shortcomings from offshore. Review and help with

GUI testing, functional testing, performance testing, UAT, unit testing and integration

• Make wise operational decisions with limited time and information from offshore perspective.

• To help enhance the onsite BA’s capabilities by taking additional and time consuming work and finishing it

in the required timeline. Maintaining effective communication during the overlapping time.

• Provide feedback to tool developers to improve capability.

• Actively participate in Lean Sigma project and try to cut short the non-value add activities in the team.

• Prepare and update Requirement document and discuss with the technical team carried by

• Work with cross functional team to clarify the planned changes

Environment: MS Office, Quality Center, SQL Server, MS Project, MS Visio, Unix, Java

XML, Mainframes and Rational ClearQuest, ClearCase, Windows XP

CapitalOne Financial, Richmond, VA Sept 2009-Oct 2010

Business Analyst

Worked on 2 major projects: Mortgage Data Warehouse (MDW) and Basel II Retail. The 1st project was

aimed at developing a data warehouse for Capital One Financial's Mortgage operations named MDW.

MDW was envisioned to be integrated with the bigger Bank Data warehouse (BDW). The objective was to

consolidate detailed Mortgage related data from Originations to Recoveries on a loan in a centralized data

warehouse from several source systems to improve reporting. There are several source systems namely

ALS, LPS MSP, Empower, Unifi, APPRO, Recovery Management systems, Knock Out, LexisNexis,

Countrywide's Collection and Recoveries systems as well as supporting excel worksheets. The Basel II

Retail (Mortgage) project is aimed at utilizing Mortgage data to help derive values for Risk Weighted Asset

Calculator (RWA).

Responsibilities

• Focus on Data vendor management-negotiations to obtain data in a timely-cost effective manner

• Work with project Stakeholders/ Business users to manage expectations from each release

• Make special efforts to reduce the attrition rate prevalent in the team

• Conduct project related presentations to Product owners to engage them in various steps in creating data

warehouse (from scope management to UAT).

• Work closely with the Tech leads to ensure development and testing team are aware of the deadlines,

infrastructure is in place for sourcing data and technical issues can be communicated back to business.

• Worked with Data Governance team to identify and fix gaps between Basel II and Capital One Data

Governance standards.

• Work with development team to resolve code issues in Ab Initio based on QA and Production data issues

found in Teradata.

• Worked in Teradata to make sure completeness of table structures, data and reference table data.

• Headed JAD session to make sure project expectations are clear to stakeholders from the project

initiation itself.

• Major responsibility is to gather requirement for bringing Originations, Collection and Recoveries data

from several source systems into MDW. Mainly gather system agnostic data requirements from the

business users.

• Data profiling, since data sources are new to Capital One and are result of several bank acquisitions.

• Make sure to leverage requirements already being implemented in BDW's Collection and Recoveries

area. Also enable proper integration with other teams like REO and Foreclosure, Bankruptcy and

Account since there are a lot of overlaps.

• Create business requirement document, system requirements, and functional specification document.

Also participated in deciding the scope of the project since proper source analysis had not been

conducted at the project inception stage.

• Lead the design of the logical data model (relational and dimensional) and work on mapping the

data to the data model and make changes to it according to the changing business requirements. Also

make sure the physical model is in line with the logical. Design the logic for all the complex

calculations.

• Lead the report requirement gathering sessions to ensure only analytical reports are generated from

MDW.

• Developed timelines for project delivery, and managed projects and resources to successful completion.

Develop requirements and preliminary design for presentation/BI layer

• Coordinated activities between business unit and technical staff, developing new methods, policies, and

procedures to meet the business needs.

Environment: MS Office, Quality Center, SQL Server, MS Project, MS Visio, Unix, Java, XML,

Mainframes and Rational ClearQuest, ClearCase, Windows XP

M&T Bank, NY, NY Dec 2007 – August 2009

Business Analyst

The M&T bank is one of the twenty largest commercial bank holding companies in the U.S having $69

billion in assets. A system was developed to support the customer service operations for M&T bank credit

card service to enhance customer service. The system was developed using .Net and SQL server.

Technology products like web sphere Application server with the IBM mainframe with a browser based

front end were deployed to reduce the costs and development time.

Responsibilities

•Analyzed, defined and managed stakeholder needs

•Conducted individual and group (JAD) sessions with business stakeholders and technical units

•Established the business analysis methodology using Rational Unified Process technique

•Helped develop use cases, project plans and to manage project scope.

•Assisted in building the business analysis process model using Rational Rose.

•Worked extensively with RUP methodology and Rational Suite Analyst Studio using Rational Rose, and

Rational Requisite Pro

•Performed GAP analysis of business rules, business and system process flows, user administration, and

requirements

•Developed strategic partnerships with the business unit to develop a solid knowledge

•base of the business line, including the business plan, products and processes.

•Provided key project inputs by working with users in defining the project and system requirements.

•Assisted Test Lead, Testers understanding business process and help them successful

•completion of Unit Testing, Integration Testing and Requirements Testing.

•Played a key role in the planning, testing, and implementing system enhancements and conversions.

Environment: MS Office, Quality Center, SQL Server, MS Visio, Unix, Java, XML, Mainframes and

Rational ClearQuest, ClearCase, Windows XP

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