Business Analyst

CHINWE J. ONYIRIUKA

Tel: 404-***-****

Email: ***********@*****.***

Summary: BUSINESS SYSTEMS ANALYST

Ambitious, out of the box thinker and result-oriented Fraud Risk/Business Operations specialist with demonstrated success in business analysis, business process, risk management and system management.

Front end business systems support in an online production environment.

Fraud Risk Assessment, Dispute Management, Emotional Intelligence, Risk Assessment Flow Chart management and execution.

Adept at all stages of project lifecycle, from business requirements and technical definitions to testing, documentation, production support, training and completion.

Good practical knowledge of SDLC from business requirement analysis or planning, designing, deployment to maintenance stage.

Familiar with the Evolutionary developmental Methodologies to accomplish projects.

Professional with 11+ years’ experience in telecommunications and information technology management.

Strengths in organization, attention to detail, written and oral communication, technology, project management, critical thinking, troubleshooting, problem analysis and resolution, customer services, and personnel ma0nagement/training skills.

Extensively supported operational task in a data center environment.

Skills:

Telecommunication, Financial and IT industry knowledge using own initiative for identifying users’ needs for any required application interface user management.

Business Solutions Analyst able to handle conflict with ease and determine and execute a right-sized approach to accomplish objectives.

Demonstrated ability to proactively identify key issues critical to the success of a desired product/outcome.

Ability to quickly research and collect pertinent information from related reports and knowledgeable persons, to integrate essential information, and use that information to define and test options and alternatives;

Ability to develop recommendations and justification for the most productive course of action.

Strong analytical skills as demonstrated by the ability to draw conclusions in a logical, systematic way.

Self-starter, can work independently.

Demonstrated ability to prioritize and multi-task across numerous work streams.

Demonstrated ability to conceive, plan, and organize assignments as well as possess the ability to monitor performance according to priorities as demonstrated by regularly meeting established deadlines.

Very good communication skills with onshore/offshore coordination.

Research data collection and analysis; report writing.

Over 5 years of experience in Information technology spanning planning, development, testing and integration of both hardware and software solutions that fulfill organizational business objectives.

In-depth knowledge of and experience in major operating system such as MS Windows ME/NT/2000/2003/2008/XP/Vista/7,Solaris,Linux.

Proficiency in using Microsoft office Suite, including Excel pivot tables, Microsoft PowerPoint.

Intermediate project management skills.

Have good business operations experience.

Very good expertise in Fraud Risk Assessment/ Management, Audit/ Internal Control, Billing, Business Systems and Revenue Management.

Very good analytical & troubleshooting skills working with development and operations teams.

Strong hold on billing products working experience.

Very good communication skills with onshore/offshore coordination.

Research data collection and analysis; report writing.

Over 5 years of experience in business development, testing and integration of both hardware and software solutions that fulfill organizational business objectives.

In-depth knowledge of and experience in major operating system such as MS Windows NT/2000/2003/2008/XP/Vista/7,Linux.

Proficiency in using Microsoft office Suite, Microsoft Excel, Visio and PowerPoint.

Skillful in telecommunications billing application management and maintenance (OSS/BSS).

GSM network interfacing applications (pre-paid, postpaid, billing and interconnect management systems).

Adequate Vendor / Content Provider Management skills.

Technical experience in remote support.

Business Intelligence Tools

Subex/Nikira ROC FMS, Kabira Mediation System, Agilliance RiskVision Enterprise Risk Manager, Connectiva Revenue Assurance Tool,

Report Writer

FMS- Subex Reporting Module, Conncetiva Reconciliatory Reporting Module.

Operating Systems / Platforms

Windows 95/98/ME, DOS, Windows NT/2000/XP Pro Windows 2003 Server, Linux.

Management Tools

TeamViewer, Remote Desktop Connection,

Basic IDE

SQL, Python, Linux

Experience

Neo 2 Media Business Solution Provider. USA - (November 2014 –May 2015)

Business Operations Analyst

Research and resolve transaction on billing exceptions daily, such as reviewing data, analyzing information, diagnosing the solution and performing all system analysis and recommendations.

Responsible for all internal and external business escalations. Worked directly with the billing support and business team to resolve customer impacting billing issues.

Coordinated and managed the billing and business team analysis in invoice and billing problem resolution.

Monitor and track billing invoicing, transaction reports as required and escalate discrepancies where necessary.

PO requisition creation, invoicing verification and reconciliation, gap analysis, vendor operation tracking, Statement of Work (SOW) contract execution monitoring.

Monitor daily reports and perform quality control processes to ensure accurate processing of information and adherence to defined audit controls.

Provide analytical support in vendor rate negotiation.

Content Partner/ Vendor billing process management review.

Research, recommend and resolve identified discrepancies within the data processing billing team.

Prepare daily and weekly report to N2M billing operations manager on job/ incident status report.

Validate and maintain customer information and billing determinants as required.

Investigate and resolve production related issues related to the billing operation.

Review all manual invoices for accuracy ensuring all information is in accordance with client pricing structure.

Coordinating aspects of the billing process (e.g., gathering contract billing requirements, creation and posting of invoices, etc.) to ensure the accuracy and timeliness of all invoices per the established guidelines.

Interact with internal and external stakeholders including collection, mediation, engineering, development team and other corporate functions.

Complete ad-hoc projects as required, such as revenue assurance UAT testing and validation.

Provide daily support and presentation to business user on information and processes.

Interact with business user for billing, accounts receivable, payment and collection inquiries and respond to inquiries and resolve problems.

Respond to billing, transaction or business rules questions. This requires research of business rules, utility specific information, and/or interaction with business entities.

Assisting and supporting billing process department, ensuring hundred percent achievements in billing collections, ensuring confidentiality in all aspects of billing actions and handling responsibilities of merging billing records and report income projections to management team.

Evaluate current processes and offer recommendations for areas of improvement.

Identify billing/ reconciliation items and ensure proper and timely resolution.

Ensure that all transactions adhere to internal revenue recognition policies and operational guidelines.

Coordinate and lead User Acceptance Testing, prioritizing gaps and negotiating between the business and technical solution providers for N2M revenue assurance billing enhancement.

checking invoices, contacting business regarding invoice investigation, issuing billing adjustments, dealing with problematic invoices, delivering refund and performing data validation.

Globacom Telecommunications - (November 2006 – August 2014)

Fraud Risk, Revenue Assurance/ Billing Operations Analyst

Maintained a cross- functional interface with all Business units: Revenue Assurance, Finance, Audit, Sales, Marketing and Customer Care.

Mediation Platform CDRs versus billing systems reconciliation.

Document incident reports, created dash boards for Interconnect and Rating transactions.

Front End FMS system administrative access to creating Fraud Rules and threshold.

Daily routine monitoring of internal alarms generated by the FMS.

FMS report generation and reconciliation.

Fraud Risk Assessment and Risk Management

Worked with INTEC (Interconnect vendor) in the Mediation platform to validation all INTEC data.

Optimized end-to-end Revenue Assurance / Fraud Management System Strategies and Implementation.

Ensured smooth running of all Revenue Assurance and Fraud Management Systems.

Leveraged Revenue Assurance and Fraud Management System applications to oversee the processing of the data from network elements.

Maintained SLA between all the business stake holders.

Reviewed all manual invoices for accuracy ensuring all information is in accordance with client pricing structure.

Reviewed Daily issues on Network platform and pre/post validation of product launch through UAT and the FMS.

Managed and distributed functions and activities in the area of Daily operational tasks: fraud management system upgrade and Extraction and daily task of fraud management system and revenue assurance call detail records for fraud management system and revenue assurance.

Managed all activities the area of fraud and ensure that all outstanding issues are sorted with Network Group, Revenue Assurance and other stake holders.

Managed all testing and deployment of upcoming products in relation to all services in the GLOBACOM application environment and activities.

Data gathering, validation and mapping for billing systems migration.

Globacom Telecommunications Ltd (May 2005 – October 2006)

Customer Care Executive

Resolution of Customer’s issues as related to company’s GSM product and services.

Escalated customer’s complaints to the appropriate units in charge for back- end resolution.

Answered calls from customers to provide prompt, accurate service troubleshooting and problem escalation to the backend office.

Also recognized opportunities to market other products and services from the company to the customers.

Acted as an interface between the customers and the company in obtaining information concerning the performance and integrity of the company’s products and services to improve on them thereby generating more customer base and making more profit.

Customer account enquires by courteously supplying accurate and timely information.

Worked to assist the Distribution warehouse contact center supervisors and managers to ensure all customers are assisted with their orders, scheduling order pick-up and delivery and also providing assistance in resolving customer questions and concerns.

Ensured that all Customer care Policies and compliances are adhered to.

Diagnosed and escalated issues for immediate resolution.

ABB LUMNUS GLOBAL for SPDC- WEST - (June 2003 – May 2005)

Pipeline Integrity Monitoring Inspector

Production Pipeline Integrity Management Supervisor/ QA/QC Inspector 2003 -2005

Wrote test or inspection reports describing results, recommendations, or needed repairs

Pipeline Corrosion Control Systems- Cathodic Protection, Pipeline Pigging.

Identified, investigated, corrected and also recorded potential environmental and safety problems.

Identified and correct all potential work hazards on site.

Carried out Health, Safety and Environmental procedures and evaluated the performance and safety problems filed crews plus third party contractor.

Summarized results into report inclusive of recommendations.

Supervised and coordinated the activities of 32 Pipeline contractors for pipeline routine operations.

Education:

Bachelor of Engineering (B.Eng.) – Metallurgical and Materials Engineering December 2000

Enugu State University of Science and Technology Enugu, Nigeria.

Professional Certifications/Training/ Courses:

Fraud Risk Management October 2012

SQL Training

Enhanced Contract Management for Site Representative 1 2004

Certified Fraud Examiner (CFE) July, 2015

PMP Certification In view.

GSM network elements and Phone Etiquettes

ACHIEVEMENTS

Achieved success in uncovering a N30 million ($189,000) worth of E-pin fraud in 2009 & 2010, and over N5.8million ($35,000) in 2014 through daily monitoring of high balance reports generated by the Information System Management Unit.

Part of the team that uncovered a SIMBOX fraud of an estimated value of N105Million ($647,171) in June 2014. And also saved close to N1.5 billion (about $10 million) saved in the discovering of several technical network errors throughout my years working as Senior Fraud Risk/ Revenue Assurance Billing Operations Analyst.

Project Manager for the acquisition of FMS systems for the West African regions.

Part of the Business systems team that carried out the Kabira Mediation Platform.

Part of the project team that carried out the business requirements, documentation, mapping, design for the CBS billing and rating tool.

Also was part of the Analyzing, Investigation and Reconciliation team that successfully settled a Roaming SMS Fraud dispute with a Roaming partner network in Spain and significantly reduced the $400 million repayment charges to $108 million.

Trained junior analyst on how to spot suspicious or fraudulent transactions on the network.

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