Customer Data

Location:

Easton, PA

Posted:

June 21, 2016

Contact this candidate

Resume:

Dolapo Y. Dokun

**** ******* ** *, ******, PA ***40

Cell: 610-***-****

*******@*****.***

SUMMARY:

Possess varied industry experience as a Senior Business Analyst/QA Analyst with solid understanding of Business Requirement Elicitation, Business Process flow, Business Process Modeling, Business Process Re-engineering and Business Analysis.

Insurance, Procurement, Supply Chain Analytics, IVR and Call Center Environment experience.

Possess excellent client interaction and communication skills.

Possess strong SFDC experience, familiar with onshore/offshore scrum delivery.

At least 10 years experience with systems functional analysis, Business/Systems Analysis experience or Functional testing on large scale/cross functional projects required

Experience working in complex, cross functional and geographically dispersed team environments.

Have good work experience in creating use cases, process flow diagrams and designing user interfaces using MS Visio.

Significant engagements in logistics problem solving across multiple, diverse clients in Pharmaceutical, Healthcare, and Finance sectors.

APPLIED TECHNICAL SKILLS:

Software

DOS, Windows 2000-2007 (testing, configuration, roll-out and support), MS office Suites, Microsoft Project, Hummingbird Pro, SFDC, PEGA, Siebel, VISIO, Teradata SQL, SoapUI, HP QC,HP-ALM, JIRA, Service Now, SQL, Oracle, Ariba, SharePoint. Load runner, XML, TOAD, Captivate, Kronos 6.0/6.2/6.3, Exchange, 5.5/2000/2003/2007/2010 Microsoft Exchange Administrator, Microsoft Active Directory (AD), Transcend, Omni suite of products, Clear Quest, Address Doctor

Reporting Tools

Cognos 8.1/8.2/8.3/8.4/10 Suite (Framework manager, Report Studio, Analysis Studio, Cognos Connection, Event Studio, Query Studio), Power Play 6x/7x, Business Objects 5.1.

ETL

Informatica 8x.

ERP

Microsoft Dynamics AX, Microsoft Dynamics GP, Net Suite, Sage 100, Sage 300

PROFESSIONAL EXPERIENCE:

Safe Green Chemicals, Bethlehem, PA Jan '16 – 20th May ‘16

Senior Business System Analyst – Agro-Chemical Products

Performed requirements analysis and created use cases for the new software application using MS Visio.

Participated in implementing, analyzing, maintaining, and providing technical support for company software applications to ensure operability and reliability to meet the current and future demands of the business.

Created Business Requirements Document (BRD), Functional Specification Document (FSD), Traceability Matrix (Problem/ Regulations, BRD, FSD, Test Case), Testing Strategy, User Acceptance Testing Test Cases.

Wrote business cases, requirements, mock-ups, test plans, and documentation for new reports in SAP to cover gaps between initially delivered SAP functionality and business needs.

Developed technical and functional recommendations, and implemented plans for application optimization.

Defined and maintained a dashboard that will track and communicate the overall test progress for test types identified in the master test strategy.

Used HP-ALM tool as required for the project and maintenance.

Served as a technical leader.

Execute functional test, system test, support UAT, interact with developers onshore and offshore to explain functional designs, defects, etc.

Lead process reviews and application configuration discussions with clients to Identify improvement opportunities and implement solutions to strengthen productivity.

Extracted data from various source systems like Oracle, SQL Server and flat files as per the requirements.

Updated and remediate existing Business Intelligence scripts and Teradata applications to reflect changing business data requirements.

Completed the QA cycle from the initial requirements phase through to post-production testing for multiple projects.

Guardian Life Insurance, Allentown, PA Oct '14 – Jan '16

Senior Business Analyst – Retirement Solutions Technology

Implemented and executed IVR upgrade for the 401K call center team.

Possess thorough understanding of business analysis techniques and tools as they relate to IVR and CTI applications.

Developed Use Cases, Screen and User Interface designs (wireframes), presentations, meeting agendas, high-level requirement overview documentation, and user guides/online help documentation, release notes and training materials.

Worked with customer and IT Colleagues to understand and document business needs and identify opportunities for technology to support the success of the business, leading requirements phases of projects.

Worked with limited supervision over the analysis and documentation of customer business requirements to ensure a thorough understanding of business needs.

Ensured that customers’ system and business requirements are met by monitoring available metrics and collecting customer feedback.

Wrote / updated test scripts, cut over plans, and miscellaneous deployment docs.

Participated in Service Now integration for Incident Management, Problem Management, Change Management and User Administration.

Execute functional test, system test, support UAT, interact with developers onshore and offshore to explain functional designs, defects, etc.

Worked with the Annuities and 401k teams with a clear understanding of Guardians, Fixed and Variable annuity products: Defined-Contributions/Defined-Benefits, 401 (k), 403 (b), Annuities, Plan set-up.

Built and maintained relationships across application owners (Finance and Operations), understand their data needs, requirements, and solutions to improve and optimize.

Acted as the customer’s advocate in IT to ensure that problems are resolved effectively and expeditiously.

Proactively identified opportunities for technology to improve business processes and reengineering.

Served as a resource within IT on the systems and business processes for a customer area.

Tested changes, enhancements, and new programs or functions to ensure they meet customer requirements.

Provided input into training for customers on enhancements or new applications.

Used HP-ALM tool as required for the project and maintenance.

Vertex Inc., Chester brook, PA Jan '14 – Sep '14

Sr Channel and Customer Support/Senior Business System Analyst – Tax Software Development

Developed documentation such as: System Requirements Specification documents, Use Cases, Screen and User Interface designs (wireframes), presentations, meeting agendas, high-level requirement overview documentation, and user guides/online help documentation, release notes, marketing and training materials.

Provided Technical support to over 1000 customers monthly by resolving technical customer application questions or problems in the areas of system configuration/setup, product functionality and bugs/enhancements.

Implemented and configured ERP application consulting to customers.

Lead process reviews and application configuration discussions with clients to Identify improvement opportunities and implement solutions to strengthen productivity.

Performed end to end testing for ERP integration.

Analyzed and researched the legacy systems for SAP implementation.

Designed and created SharePoint Sites for technical and business teams.

Designed, loaded, managed permissions, and updated user materials with tracking logs on SharePoint.

Worked with UI / UX designers to prepare screen mockups.

Worked with QA testers to developer test plans.

Worked on and supported customer-facing web portals to over 1000 customers monthly.

Facilitated resolution of customers’ issues by logging and verifying bugs/enhancements; updating customer and supervisor on problem resolution status; working with development to explain reported verified problem resolution; assisting in testing problem resolution fixes.

Prepared, reviewed and troubleshoot Clients sales and use tax returns for the time sensitive SUT compliance cycle.

Extensive knowledge of Salesforce.com implementation cycle in Sales, Marketing, Service and support modules.

Strong SFDC configuration familiarity, managing customer requirements, worked with various teams, Development and QA team, worked with different stakeholders and product owners.

Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.

Johnson and Johnson, New Brunswick, NJ Sep '13 – Jan '14

Senior Systems Analyst – Procurement Operations

Led or participated in business requirements gathering and use case development and testing focused on the delivery of standard tool set.

Produced Functional and Requirement documents for global spend application lifecycle activities.

Defined and maintained a dashboard that will track and communicate the overall test progress for test types identified in the master test strategy.

Participated in technical discussions within the team and with other groups within Business Units associated with specified projects.

Worked with the J&J SME’s to improve and enhance the quality of requirements.

Produced Project Plans to present to business stakeholders to show conformity to the User and Business Requirement Plans.

Owned and designed system SharePoint site and managed the data and security of the site.

Worked with business users in Latin America, EMEA and North America regions to design and develop Cognos BI 10.1 reports using Report Studio with data drill-down and slice-and-dice options.

Supported TCRM (Teradata Customer Relationship Management) application.

Responsible for TCRM administration, maintenance and provided the first line of support to Business users. Worked on TCRM Communication, Analysis, personalization modules.

Managed TCRM application security, coordinated new installations and upgrades, baseline and benchmark testing and acceptance.

Extracted, compiled and tracked data and analyzed data to generate reports.

Developed optimized data collection and qualifying procedures.

Involved in the integration of the company’s legacy application with Salesforce

Accounts, Contacts and Cases

Leveraged large amount of data to perform ad-hoc and deep dive analysis to provide recommendations.

Developed and implemented test plans to ensure successful delivery of a project.

TELERX (SUBSIDIARY OF MERCK & CO), Horsham, PA Apr '12 – Sep '13

Senior BA – Healthcare Analytics

Supported Call center through Complete IVR upgrade and implementation.

Analyzed IVR call detail data and developed Business Intelligence reports using SQL queries.

Responsible for standardizing 2 Way-Connect documentation before the Voice Services Team trained on the new platform.

Used UML during requirements gathering and created Use Case Models and Use Case Diagrams for the purpose of stakeholders in the project to help them understand the workflow of the system associated with the requirements

Team Lead for Communications and Change Management activities for Kronos 6.2/6.3 implementation and timecard projects.

Assisted HR with the day to day activities of implementing, upgrading and maintaining Kronos Workforce Management software solutions including requirements gathering, process design, system configuration, testing, and go-live.

Configured and implemented Workforce Ready Human Resources module.

Configured and installed additional clocks.

Assisted in requirements gathering and design documentation for custom reports to support the business needs.

Completed the QA cycle from the initial requirements phase through to post-production testing for multiple projects.

Researched client and internal data integrity issues using SQL database queries, Cognos reporting, and other forms of analysis.

Performed daily data queries and prepared reports on daily, weekly, monthly, and quarterly basis.

Worked with business users to design and develop Cognos BI 10.1 reports using Report Studio with data drill-down and slice-and-dice options.

Developed, documented, executed, and maintained test plans, test cases and scripts for multiple applications and technology platforms; identified, investigated, reported and tracked bugs to closure.

SharePoint development with InfoPath and created custom lists, libraries, workflows and forms.

Created User Profiles in SharePoint & My Site configuration within Central Administration including customizing User Profile Service & Properties.

Supported projects across Operations, Business and Systems to solve complex business issues through process, systems and infrastructure.

Utilized Informatica's address standardization solutions to correct and format postal addresses from 240 countries and territories in real-time.

Dun and Bradstreet, Center Valley, PA Apr '07 – Apr '12

Senior BA/QA/UAT – Supply Chain Analytics

Managed solutions to mitigate credit risk, increase cash flow and drive increased profitability to improve revenue from new and existing customers.

Experienced in Sales Force Testing and Administration spanning all facets of package software and SaaS application implementation.

Experienced in creating custom objects and integrating existing desktop and web apps with legacy mainframe systems.

Created and maintained a database of customers and identified high risk customers to prevent the use of fraudulent data for credit reporting.

Supported projects across Operations, Business and Systems to solve complex business issues through process, systems and infrastructure.

Experienced in Mainframes (TSO /ISPF), DB2 File aid, and working knowledge of XML.

ADDITIONAL EXPERIENCE:

HEART RHYTHM SOCIETY OCT '04 - JAN '05

IT Consultant

ISSG WACHOVIA SECURITIES PROJECT OCT '02 - OCT '04

IT Support/Consultant

IBM GLOBAL SERVICES/LUCENT TECHNOLOGIES SEP '98 - JUL '02

Consultant\Exchange Administrator

Education:

University of Maryland

Master of International Management/MBA,

Seton Hall University

Bachelors of Science, International Relations and Diplomacy, May 2003

Universitat d’Alacant Universidad de Alicante, Spain

Spanish Culture and Civilization Fellowship, July 2003

Middlesex County College

Associate of Arts in Political Science, Cum Laude, May 2000

Infotex - Network Data Administrator August 1998

Avtech - Unix Administrator July 2001

Contact this candidate