NAVEENA GOVINDASAMY

PHONE: 206-***-****

EMAIL: acymq9@r.postjobfree.com

PROFESSIONAL PROFILE

Eligible to work in the United States. Proven track record in business analysis and software delivery lifecycle management. An excellent communicator and a dynamic team player that works effectively in delivering results and meeting deadlines under pressure. Seeking BA/PM opportunities.

WORK EXPERIENCE

Shell International (United Kingdom)- Business Analyst Feb 2011 – Apr 2014

Global Implementation of Customer Interaction Management (CIM) in call centres

Engaged in the system delivery lifecycle from producing functional specifications, writing User Acceptance Plans (UAT), testing and implementation phase.

Functional Design Expertise: Able to break down and analyse complex business requirements and create clear, concise functional requirements using PDF standards

Project Management – managing IT projects from initial request through estimation, approval, requirements, build and implementation.

Test Management –Managed a global team of non-technical Local Business Acceptance testers under tight deadlines and high stakeholder exposure to deliver testing that systems meet defined business requirements.

Project documentation - drafting testing results / training materials / presentations /handover to support / system documentation

Facilitator of the Change Requirement Scope Board (RSB)

Solution Design - responsible for analyzing the needs of the business and its customers and coming up with solutions to business problems. This was accomplished by having Change Request (CR) documentation presented to the board for review and approval.

Ensured continuing improvements of the systems by validating change requests and following up with the teams and vendors to deliver the new fix/solution.

Project Manager for the IT Infrastructure Singapore Office Move

Facilitated weekly meetings in order to identify and resolve any conflicts, constraints and cross projected issues. Succeeded in completing the project 4 weeks ahead of schedule using the PMP methodology.

Worked with other IT hubs to ensure quality assurance & health checks of the IT components were within Shell compliance

Skills acquired: Ability to communicate across business areas; strong organizational and multitasking skills with ability to balance competing priorities.

Ricoh Europe PLC (United Kingdom)- Business Analyst July 2008 – Dec 2010

Implemented the global system delivery of the Siebel Sales Force Automation (SFA)

Led the user requirements gathering with key business groups Marketing, Finance, Client Services and call centre users to understand their business requirements and developing them into IT project specifications.

Engaged in the system delivery lifecycle from producing functional specifications, writing User Acceptance Plans (UAT), testing and implementation phase.

Vendor management: Executed the test scripts on the system, track and report system faults with the system developers. Managed good business relationships by acting as a focal point with the external clients for service issues such as business proposals, service level agreements (SLA) and resolving technical issues.

Supported and configured the Master Data Management for product release and lifecycle management.

Collaborated with data governance, business process owners and Data warehousing teams to design the measurement systems and metrics to analyse the errors of product classification in both Siebel and Oracle.This helped to improve the data quality by 40%.

Change management process for new CRM account structure in Siebel

Worked with external consultants to gather user requirements from the business and created a new account structure framework. This major enhancement was accomplished by designing the process model, mapping the requirements between the multiple IT systems, documentation and implementation stages.

Identified data defects with the current mapping between the Siebel and Oracle customer contacts and proposed a new scope of change request (SCR) to implement the new mapping attributes between the CRM systems.

Skills acquired: Analytical and problem solving skills; excellent oral & written communication skills; knowledge of full software development life cycle implementations.

Maxis Communication Malaysia –Business Systems Analyst Apr 2002- Sept 2006

The largest telecommunications service provider in Asia

Implementation of Mobile Roaming SMS, MMS /GPRS & 3G services

Part of the PMO team that supervised and led the execution of all phases of new IT systems including conducting analysis and documentation of user business requirements, test scripts for UAT, configuration and implementation

Vendor management: Executed the test scripts on the system, track and report system faults with the system developers. This improved the Key Performance Index (KPI) by 50% of the systems as data analysis is performed to screen the performance of applications.

Identification and resolution of business and IT issues by implementing business process improvements to effectively leverage the technology. Achieved by creating diagrams, specifications and presentations to enable users and stakeholders to understand the importance of these implementations to improve the operation of the businesses.

Conducted functional and technical analyses and assisted in identifying risk and areas of complexity. This included upgrading IT systems and to put in patches by gathering new functional requirements from internal users and documenting these functional specifications to define the new features or changes.

Skills acquired: Building rapport and communicating with vendors and 3rd party suppliers; knowledge of full software development life cycle implementations.

IBM Malaysia Sept 2001 -Dec 2001

Internship at the Business and Technology Consultancy Division

Data Collection, researching, analyzing, and forecasting in the local telecommunications market, mainly Malaysia, and coordinating with other regional teams for quality checks, on a quarterly basis. This was achieved by producing statistical reports using Excel and SPSS.

Assisted in user requirement functional specifications and documentation of business processes for IBM solutions based on client’s system architecture. Gained exposure to IBM Websphere and Lotus Notes.

EDUCATION

MSc. Analysis, Design and Management of Information Systems 2006-2007

London School of Economics and Political Science

BSc. Eng (Hons) Electronics majoring in Computers 1999-2002

Multimedia University, Malaysia

AWARDS & SCHOLARSHIPS

2013 - Vice President Award for outstanding contribution and resilience in delivering a complex project.

2012 – Vice President Award for outstanding contribution and going above and beyond your role

2006 - Graduate Merit Scholarship – Awarded by LSE

IT SKILLS & TOOLS USED IN PROJECTS:

Data Base Tools: MS SQL Server, Oracle

Statistical Tools: Microsoft Excel ( macros),Hyperion, CC Pulse

Applications: MS Office, Lotus Notes, MS Visio, MS Project, MS SharePoint. ReqPro

ITIL v3 Foundation certified

Project management: Prince 2 Foundation and Practitioner certified

IT SKILLS & TOOLS USED IN VARSITY:

Software Development Tools: Microsoft Visual Studio, Visual basic, J2EE,C++

Statistical Tools: SPSS

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