Management Project

TEENA RAJ

Business Systems Analyst

************@*****.*** /+1-647-***-****

Over 8 + years of experience in IT of which 5 years as a Business System Analyst in diverse domains of Finance, Mortgage, Banking and Insurance domains

Good understanding of the software development lifecycle such as Waterfall, Iterative & Agile Scrum

Extensive experience in System Development Life Cycle (SDLC), Methodologies and techniques, Rational Unified Process (RUP) using OOAD process, Unified Modeling Language (UML) using modeling tools such as Rational Rose and MS Visio.

Proficient in Creating Business Requirements Document (BRD), Requirements Traceability Matrix (RTM) and Transforming Business Requirements into software requirement specification (SRS)

Sound Proficiency in analyzing and Creating Use Cases, Test cases, Test plan, Use Case Diagrams, Activity diagrams, Data Flow Diagrams, Business Flow Diagrams and Sequence diagrams using MS Visio and Rational Rose.

Widespread experience in conducting Joint Application Development (JAD) sessions with committee of business groups, senior management and IT groups.

Extensive use of SQL on a day-to-day basis for different databases such as Oracle, My SQL, MS SQL Server to analyze the data structure, data mapping, performing ETL functions and conducting GAP Analysis.

Sound Knowledge and understanding in handling CRM and Data Migration projects

Experience in handling Case Management, Enterprise Content Management projects

2 years experience in .NET application development

Extensive experience in querying databases using T-SQL, writing stored procedures, Views, database triggers, SSIS, Transaction Management and Reporting using SSRS.

Experience creating UI/UX, Mockups, Wireframes, Data Model specification, High-level conceptual architecture, functional and technical requirements.

Detail-oriented with excellent interpersonal communication and presentation skill to establish strong relationships with business partners and stakeholders and succeed with fast-paced environments

Work well independently and with other cross functional teams

EDUCATION AND CERTIFICATION

Masters in Computer Applications 2007

Microsoft Certified Technical Specialist ASP.NET 2010

TECHNICAL SKILLS

Programming Languages

ASP.Net, VB.Net, HTML, XML

SQL Server Tools

SQL Profiler, Query Analyzer, SSMS, DTS, ODBC

Databases

SQL Server 2012/2008/2005/2000, MySQL, MS Access, Oracle

Design Tools

Rational Rose, MS Visio, MS Visual Studio 2008/2005/2003,

Applications

Microsoft Dynamic CRM, Aheeva CCS, HP Quality Center (HPQC), JIRA, MS Office, Adobe Photoshop, Balsamiq

Operating Systems

Windows Sever 2012/2008R2/2003/2000/NT,XP, DOS, Linux

Web Servers

Apache Tomcat, IIS

Communications

Lotus Notes, MS Outlook, MS SharePoint, MS Meeting/Chat

Methodologies

AGILE SCRUM, Waterfall, Rational Unified Process (RUP), Iterative

PROFESSIONAL EXPERIENCE

Sigma/ Simpro Solutions, Toronto

Business Systems Analyst Mar 2013 –Nov 2015

Project(s): Production Support

As a business system analyst in CRM application production support my responsibilities included the following

Responsibilities:

Triage, analyze and collaborate on production service requests related to CRM

Analyze and classify service failures as incidents, problems or change requests

Co-ordinate with developers, business users to resolve issues

Analyze data issues and recommend appropriate fixes

Create Root Cause Analysis (RCA) of production events

Create opportunities for improvement, provide plans for problems and recommend solution for permanent fix

Project(s): D+H Financial Services CRM - Sales & Service Automation

The project involved sales process automation for one of the leading banks in Canada. The project involved replacing the existing silos of new product campaigns and manual processes in both outbound and inbound sales channels. The CRM software was used to drive lead / opportunity management & marketing campaign automation. It involved bulk data loading of leads information from various sources into CRM and tracking these as opportunities through outbound call channel. Following were the key functions that were delivered

Lead / Opportunity Management

Account / Contact Management

Reports / Dashboards

Responsibilities:

Analyze business processes and workflow for CRM application

Conduct various Joint Application Development sessions with the end users

Data Management – lead information migration and bulk data loading

Act as a technical interface between IT, business partners, and suppliers

Manage ongoing production support requests and administrative needs of users

Participated in the planning and execution of system and user acceptance testing activities

Created and maintained the Requirement Traceability Matrix (RTD)

Created Web UI’s, Wireframes, Mockups, Data model specification (ERD)

Environment: Agile SCRUM, Microsoft Dynamics CRM, MS SharePoint, Aheeva CCS, Visio, Balsamic, Windows XP, MySQL

Project(s): D+H Financial Services CRM - Marketing Campaign Management

The project involved campaign management functionalities for one of the leading banks in Canada. It allowed planning and keeping track of campaigns within CRM. This includes planning the campaign, preparing mailing list, executing and monitoring marketing campaign effectiveness and tracking sales directly related to campaigns. Following were the key functions that were delivered

Creating campaign activities and hierarchies, outlining campaign objectives and success metrics

Building campaigns with customer and leads data

Integrating CRM with Aheeva CCS for outbound marketing

Reports and dashboards for marketing effectiveness

Responsibilities:

Analyze business processes and workflow for marketing campaigns

Conduct various Joint Application Development sessions with the end users

Define requirements for campaign structure, hierarchies, rules for campaign associations for existing customers and leads

Define integration requirements for CRM and Aheeva CCS integration

Define reporting requirements for marketing team

Created and maintained the Requirement Traceability Matrix (RTD)

Prepare implementation plans, test plans, end user documentation and training strategy

Environment: Agile SCRUM, Microsoft Dynamics CRM, MS SharePoint, Aheeva CCS, Visio, Balsamic, Windows XP, MySQL

All State Canada, Toronto

Business Systems Analyst Mar 2011 - Feb 2013

Project(s): Case Management Commercial lines

The project involved process automation of intake and triaging processes for UW requests, digitizing documents with capture and document management system for commercial line of business. The objective of the project was to reduce turnaround time for Broker requests, improve UW productivity and measure / monitor process KPIs for continuous improvement

Responsibilities:

Analyze business processes and workflow for Case Management application requirements

Analyze and gather document capture (scanning & indexing), document management system requirements

Conduct business analysis in order to assess client's business problems/opportunities and document business requirements for technology solution

Define case management structure, workflow and user interface requirements

Act as a technical interface between IT, business partners

Created Process Flow Diagrams, Data Flow Diagrams (DFD), Data Decomposition Diagrams Use Case Diagrams, using Modeling tools such as MS Visio.

Created Web UI’s, Data Model (ERD) and Wireframes using Ms-Visio for the functional requirements and walkthroughs whenever required giving more clarity to the developers.

Performed sprint planning, user stories elaboration & sprint testing

Prepare implementation plans, end user documentation and training strategy

Environment: Agile SCRUM, Kofax, OpenText Case 360, Java, UML, MS-Visio, MS-Office Suite, Windows 7, HP Quality Center, MySQL

Project(s): Claims - Enterprise Content Management

The objective of this project were as follows

Setup an ECM solution replacing the existing paper document centric Claims process for Healthcare Claims unit

Setup an ECM solution replacing the existing paper document centric UW process for Commercial Lines Service Center. It involved setting up new Service Center & Branch centric processes for Commercial Lines UW

Responsibilities:

Consulting and conducting volumetric analysis of document volumes in various business units

Analyze and gather document capture (scanning & indexing), document management system requirements

Capture document metadata, document search, security and access requirements

Define object store structure, workflow and user interface requirements

Act as a technical interface between IT, business partners, and suppliers

Created Process Flow Diagrams, Activity Diagrams & Use Case Diagrams, using Modeling tools such as MS Visio

Performed sprint planning, user stories elaboration & sprint testing

Prepare implementation plans, end user documentation and training strategy

Environment: Agile SCRUM, OpenText DMS, UML, MS-Visio, MS SharePoint, Windows 7, HP Quality Center, MySQL

SMT Direct Marketing (Rogers) Sep 2010 – Feb 2011

Database / Report Analyst

Responsibilities:

Maintained the integrity of operational data stores.

Maintained the integrity of the corporate reports library, validating new user requests against existing functions and ensuring a high level of re-usability.

Created effective abstractions and components to ensure reports remain highly resilient to transactional systems changes.

Developed reports and dashboard solutions through the use of tools such as Crystal reports and SharePoint.

Analyzed complex data systems and documenting data elements, data flow, relationships and dependencies.

Examines and evaluates purpose and content of business reports to develop new, or improve existing format, use, and control: Reviews reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report.

Recommends establishment of new or modified reporting methods and procedures to improve report content and completeness of information.

Ensure integrity and security of sourcing and procurement data across all applications

Environment: MySQL, VB, MS Share Point, MS Access, MS Excel, Macros, Internet based applications.

Self Employed – Entrepreneur Jan 2008 – Jul 2010

Infosys Technologies Ltd

Developer / Process Analyst

Client: British Telecom

Project(s): CRM - Field Technician Tool Integration Jun 2006 – Nov 2007

The objective of this project was to provide customer information to the field technician ticket resolution system through CRM integration. The project improved the overall efficiency, productivity of field technician by providing up to date customer information, customer interaction history and issue description

Responsibilities:

Preparing high level and detailed level business requirements document

Understanding the business requirements and coming up with the Technical Specification.

Technical implementation of the requirements/ design specification

Defect resolution during System Integration phase

Environment: Waterfall, .NET, Web services, Microsoft Dynamics CRM, Visio, Windows XP, MS SQL Server

Client: British Telecom

Project(s): CRM – CTI Integration Nov 2005 – May 2006

With an objective to improve the service efficiency, the project involved desktop integration of CRM software through a CTI solution. Key functions that were delivered are

Screen Popping: Call information display along with CRM integration to view contact information

Dialing: Automatic computer controlled dialing

Phone Control: Includes call control (answer, hang up, hold, conference, etc.) and feature control (DND, call forwarding, etc.).

Call routing: The automatic routing of calls to a new destination based on criteria normally involving a database lookup

Account / Contact Management: Update contact and account information

Responsibilities:

Captured and documented current and target process requirements for call / workflow routing

Created wireframes for user interface and work flows to make the system easy to use

Ensure scope changes are logged, estimated, reviewed, approved and incorporated accordingly into the project deliverables.

Act as a technical interface between IT, business partners, and suppliers

Manage ongoing production support requests and administrative needs of users

Prepare implementation plans, end user documentation and training strategy

Environment: Microsoft Dynamics CRM, Aheeva CCS, MS SQL Server

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