Project Manager / Scrum Master / Business Systems Analyst

DHIRAJ MUKHI

***** * **** ** *** **** Scottsdale, AZ 85254

Phone: 623-***-****, Email ID – ***********@*****.***

PROFILE SUMMARY

Goal-oriented professional dedicated to high levels of customer satisfaction and meeting aggressive business goals with good experience as a Business System Analyst and Project Manager.

Over 10 years of Program/Project Management/Scrum Master experience at all phases of SDLC of projects. Expertise in SAP ASAP, Scrum, Lean-Agile and SDLC processes.

Experienced in client engagement and leading project execution for high-growth Fortune 500 companies.

Executed on New Product Launch initiatives in Credit Cards (including Partner Co-Branding, SMB Corp Liability Cards), Channel integration (B2B – external partners), CRM & Customer Loyalty using Salesforce.com

Customer Relationship Model specialist with a strong background in multiple domains (Banking, Health Care and Cards & Payment)

Ability to adapt, collaborate and be a team player.

Skilled at learning new skills and work effectively under pressure.

Communicates progress and results to various levels of an organization, stakeholders and business.

Effective communication and problem solving techniques.

Certified Scrum Master from International Scrum Institute. (CSM).

Hands on experience in Salesforce, AESP, eApply, MYCA, Global New Accounts (GNA), and Triumph.

Experienced in e2e engagement, starting with business analysis, scope/priority, Development, Testing, Implementation and Support.

Core Competencies: Business Systems Analyst, Scrum Master, Technical Project Manager and Quality Analyst.

TECHNICAL SKILLS

Cards and Payments - Amex

Clarity V13, MS Project, MS Access, Application, Inventory Management 3.2

Groupware

SharePoint 2010, Lotus Notes 6.5

Special Tools

GNA, eApply, Triumph, BIDW, AESP, CSP, GCI, UPEM, Data power

Agile

Rally, JIRA

CRM

OPEN Salesforce, Force.com

Project Management Tools

iRise, Microsoft Project, HP Quality Center/ ALM, Team Foundation Server

Database

BIDW, Hadoop, Big Data

Test Management Tool

HP Quality Center 11.5, Selenium

Business Process Modelling Tool

MS Visio 2010, MS Access 2010

SDLC Methodologies

Waterfall, Agile (SCRUM), Scaled Agile, RUP, SDLC 2.0

Databases

IStore, Oracle, DB2, IMS DB/DC and Data.com

Data Query tools

PIG Latin, HIVE

DOMAIN KNOWLEDGE

Banking and Financial Domain

Credit Cards and Payments

Capital Markets

Investment Banking

WORK KNOWLEDGE

Project Management

Certified Scrum Master from Scrum Alliance

Premier Salesforce.com Training

Business Systems Analyst

AWARDS

Amex – Centurion Award

SMART award from Syntel Inc.

ACADEMIA

MBA - Finance from Sikkim Manipal University (SMU), 2013

Bachelor - Commerce from Mumbai University, 1997

CERTIFICATIONS

CSM - Certified Scrum Master Accredited Certification from Scrum Alliance in 2014

Syntel’s Banking & Finance – International Cards & Payment Systems domain certified.

EMPLOYMENT SCAN

1.Nov’13 to date: American Express – Phoenix AZ (Onsite)

2.Jun’06 to Oct’13: American Express - Mumbai India (Offshore)

3.Feb’04 to June’06: JP Morgan Chase, Fund Reconciliation – Mumbai, India

4.Dec’01 – Jan’04: HDFC Bank, Mumbai, India

Business System Analyst / Scrum Master - Phoenix, AZ USA

Exceptional Project Planning, Management and communication with clients to ensure requirements are met.

Currently working as an E2E Business Systems Analyst with American Express. E2E activities include pre-definition, analysis, design, build, testing, release and post-release warranty.

Define the business problem and primary objectives of new projects. Identify and validate the key business requirements.

Analyze and model the business domain to create a complete picture of workflows and technical requirements.

Lead cross-functional business process re-engineering teams and continuous improvement efforts.

Evaluate potential software solutions, including off-the-shelf and open source components, and the system architecture to ensure that they meet business requirements.

Exceptional ability to manage multiple, conflicting priorities and deadlines.

Create functional requirements in Use- Cases. Requirements walk-through and sign-offs, verifying with user representatives/stakeholders that use cases and process models accurately portray specific business needs.

Facilitating Daily scrum meetings, spring planning, spring review, and spring retrospective.

Report out team’s progress and successes to make sure they are clearly visible to the product owner/ stakeholders.

Hands on experience in working with RFP (Request for Proposal) and RFQ (Request for Quote) with multiple vendors.

Creation, maintenance and ownership of High Level Project Plan inclusive of capture of project tasks, scope, interdependencies, task ownership, cost, schedule and pre-requisites.

Creation of the Requirement Traceability Matrix to map the High Level Business Needs to the refined Functional Requirements after having multiple JAD sessions with Business Users and Technical Teams.

Manage and control team engagements as per project needs, approve and manage funding, cost management and forecast to leadership.

Implemented the use of the high-level design document showing the POA and POD.

Involved in the User Acceptance Testing to provide the Test results with the Business team to make sure that there is no deviation from the scope change.

Engagement with the Product Owner, Business Stakeholders, and delivery team to understand Business needs and identify appropriate solutions.

Project Experience

American Express, Phoenix, USA Jun 2006 – Nov 2013

E2E Business Systems Analyst

As Strategic Marketing capabilities team E2E Tech BSA cover multiple E2E projects, which include project initiation, PDP, Analyze, Design, Build and Test phases and successfully implemented below projects as planned.

Key Projects:

1.Product Transfer Capabilities – EPIC Disclosures

Product Transfer (PT) Disclosures is a compliance mandatory project aimed at ensuring all mandatory disclosures being communicated to the card member performing a product transfer through non-offer based servicing channel (i.e., AESP). This project aims to develop a process where the PT disclosures are dynamically captured by AESP and any changes to them would be driven by business (without tech involvement).

Technologies Used – ASP, UPEM, Triumph, ECCO, Salesforce.

2.Lead Source Reporting

This Project of Acquisition Innovation is tasked to create a nurture experience across Acquisition that “makes every prospect a member and every member a force for Acquisition.” A member / lead are a prospect that has engaged with OPEN and provided an email address where we can re-contact them. The leads are stored in CRM, Salesforce, and email marketing is being done in Marketo and synced to Salesforce. The objective is to re-engineer relevant business & system processes wherever possible and develops a more efficient POA solution.

Technologies Used – Salesforce, Triumph, Marketo, Infogroup and WEST.

3.Tradeshow New Lead Capture

This project aims at Tradeshows team are creating a new landing page / form experience for the Tradeshows Business Lounges in New York, Chicago, and Las Vegas. The way the Business Lounges work is that any OPEN and select CS Card Members are allowed to access the lounge for free. They are also allowed to bring up to 2 guests. Once this page is in place, all guests will need to register using the form on this page. They will be captured as leads and immediately be fed into Marketo (Marketing Automation tool). Once the lead is in Marketo, Amex will perform appropriate scrubs and then place them in our Prospect Engagement Journeys

Technologies Used – Salesforce, Triumph, Marketo

4.Acquisitions Phone Integration

The Phone Integration Project aims to build the infrastructure that allow for leads to pass to and from West & Marketo, through SFDC, in an automated fashion. This includes: capturing email address and passing leads from outbound call center (West) to marketing automation tool (Marketo), enriching matched records with additional demographic and prior call history results from outbound (InfoGroup), passing warm/hot leads from Marketo to West for calling as a new warm lead population, and the ability to reconcile records that have been sent to West in Marketo/SFDC

Technologies Used – Salesforce, Marketo, WEST, Infogroup, Allant

5.Rips Integration

The RIPs integration project aims at additional sales and new accounts and would improve the customer experience. In the iRIPS environment, specific ‘We Need’ codes would be translated into messages containing the phone number for the appropriate GNA New Accounts Phone Channel. This message would be fed back to the TCA business consultant while the prospect is on the line. SFDC would pop a message letting the TCA rep that additional information is needed from the customer and the TCA rep would communicate this to customer while they are still on the phone. The TCA rep would offer to warm DT customer to GNA for immediate resolution.

Technologies Used – Salesforce, Global New Accounts (GNA), World Services Merchant (WSM)

PRIOR EXPERIENCES

Feb’04 – June’06: JP Morgan Chase, Fund Reconciliation – Mumbai, India

Executive

ACCOUNTABILITIES:

Responsibilities

Executive - Operations for JP Morgan Chase - United Kingdom for one of its portfolio of Mutual Funds, Asset Class and Hedge Funds in Fund Accounting Team.

Providing solutions for Internal Custody Reconciliations of Mutual Funds for UK region; looking after the activities pertaining to Investment banking domain.

Co-ordination with client to discuss various reconciliations techniques to reduce turnaround time on the resolutions

Perform daily reconciliation of both holdings and cash to custody records. Ensure that any breaks are investigated thoroughly and on a timely basis, and that appropriate evidence is documented for all breaks.

Client Relationship

Successfully implemented the Lean methodology within the Investment Banking domain.

Liaising with functional and technology teams providing clarification on requirements, defining the business rules and finally defining the user screens and dashboards for implementing Software Use Cases

Reconciliation of the breaks using Smart Stream Reconciliation tool.

Co-ordination with client to discuss various reconciliations techniques to reduce turnaround time on the resolutions.

Dec’01 – Jan’04: HDFC Bank, Mumbai, India

Executive

ACCOUNTABILITIES:

Operations Management

Handling daily operations in the bank

Supervising the clearing process & funds transfer (Inward and Outward Cash Remittance and Fund Remittance)

Implementing the technological changes like RTGS, NEFT, SMS Alert and Net-Banking in the Branch

Monitoring overall operations of branch; responsible for planning & achieving set branch targets from time to time

Client Relationship Management

Managing customer centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms

Ensuring that highest service standards are maintained for servicing of clients and maintaining minimum turn-around-time

Building & maintaining healthy business relations with clients for cross selling various banking products and providing advisory services regarding investment

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