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Project Customer Service

Toronto, ON, M3J 1L4, Canada
January 11, 2020

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A seasoned, Experienced Result oriented Business Analyst /Scrum Master with over 10 years of experience in information technology having a deep knowledge of the system development life cycle (SDLC) using both Agile and Waterfall approach, eliciting requirements and business needs by blending common sense with a disciplined systematic approach and identifying core issues by crafting both simple and innovative solution in public, private and non- profit Organization. Have a deep knowledge in Business case, creating user stories change management eliciting both functional and non-functional requirements while multi-tasking on several projects within the scope without compromising Quality, Cost, and Time.


Requirements Analysis

Business Case Development

Lotus Notes, SQL, Requisite Pro

Functional requirements

Nonfunctional requirements

User stories




GAP Analysis

Impact Analysis

Root Cause Analysis

SWOT Analysis

Change Impact

Software Development Lifecycles Methodologies










SAP (S4 Hana)


Trello app

Argus Enterprise


Microsoft word

Unified Modeling Language (UML)

Use Case Diagrams

Use Case analysis

Activity Diagrams

Use case specifications

Swim lane diagram

ITIL Tools

HP Quality Centre

HP Agile Manager




Target process

Outlook, powerpoint

Requirements Elicitation

Requirements Modeling

Joint Application Development (JAD) Workshops

Change / Configuration Management

Hypercare Management

Data Mapping

Data Modeling

Share point

Quality Center

Blue works live

Rational Rose

Operating Systems: Unix, Linux, Windows




Excellent ability in providing strategic leadership, motivate-lead by example approach to build and collaborate with diverse terms

Excellent interpersonal and communication skills (oral and written), multi-tasking and highly motivated professional.with an excellent analytical skill to work through complex solutions

Fantastic team player, dynamic, innovative, easily adaptable, attentive to details, committed to taking ownership of tasks and duties, effective under pressure and result oriented.

Slashed payroll/benefits administration costs 30% by negotiating pricing and fees while ensuring the continuation and enhancements of service

Very strong analytical, problem-solving and research-oriented skills gained from professional training and many years of industry-related work experiences in functional areas such as client service delivery and information technology.

Ability to effectively work with individuals at all levels of the organization including senior level, ability to communicate amongst cross-functional teams to be the bridge amongst technical team and Business.

Facilitate Scrum ceremonies: Sprint Planning, Daily Stand-Up, Sprint Review, and Sprint (& Release) Retrospective

Excellent & Proven track record of Client/Vendor Relationship Management with great customer service skills

Ability to negotiate an effective resolution of conflicting business priorities Analyzing, planning, and coordinating Information Technology projects as well as technical teams (on and off-shore)

Experienced in business & systems analysis, SDLC, and operations management

Skilled at developing & updating project plans and schedules, steering meetings, project/program status reporting, as well as managing risks and issues Worked with my Project Director to develop Project Charter, Statement of Work (SOW), Project Management Plan, Risk Management Plan & Test Strategy for the Internet Project

Developed High-Level Business Requirement, Detailed Business Requirement and Functional Systems Specifications [used JAD sessions, developed Use -cases using UML, RUP & OOA techniques for capturing data during the requirement management process].

Successfully trained and mentored all the members of staff on the usage of a web-based business application.

Efficiently led a team of five consultants to plan and implement the Time & Expense Submission System (TESS) project across multi-functional platforms.

Gathered user-requirements and designed a system that reduced response time on the helpdesk from 20mins. to 10mins.

Communication skills for providing training, establishing and administering governance and control, and building and maintaining relationships at various levels within an organization

Coordination experience in audit, compliance, artifact maintenance, proposal and business case development, test strategy, change control, requirements traceability, vendor management, process development, and governance, with over 7+ years workday integration & development experience


Consultant Business Analyst & OCM – Contract

Toyota Canada Inc., Toronto, ON Jan 2016- Present

Responsible for all aspects of the Requirements Lifecycle Management process in Waterfall, Iterative and Agile environments including understanding client needs, assessing requirements, documenting detailed business and solution requirements, technical and commercial proposal development, timely and pertinent reviews and signoffs, final proposal production, and ensuring follow-up activities are properly defined and agreed upon. Governed backlog, escalation process, issue/action logs, and tier-level engagements with clients and executives to address portfolio challenges,


Lead Ba and OCM migrating Toyota Canada financial payment system to an integrated ERP system

Creating product backlog, spring backlog and managed user stories using (JIRA)

Guide the team and organization on how to use Agile/Scrum principles. values and framework

Lead change and continues improving the productivity of the team and quality of the deliverable, undertake story mapping for projects and deliver them within the scheduled date

facilitate daily standups participated in sprint planning, daily scrum, testing, retrospective,

Managing team of BA, Scrum team and OCM professionals throughout life cycle validating requirements and leading each iteration,processed the Data integration & Data mining

Facilities productive work sessions between developers, product owners and business analyst

Communicate effectively across diverse audiences within and outside of the development team (Stakeholders, Executives), acting as a champion of the agile methodology

Invoice Maintenance Application: waterfall

Develop Business Requirements and Specifications based on Company Project Management Framework (PMF), Company Process Management Standards and Best Practices

Documentation of Business Requirements for Change Requests for Time Adjustment in (Project Web Access) PWA that feeds into ARIBA EZ-Buy, Straight-through Process and Auto-withdrawn processes for the e-Contract and e-Invoice enhancement.

Develop and execute User Acceptance Testing (UAT) test cases and plans for 4 sub-projects

Develop and execute Post Implementation Verification (PIV) plans and test cases for 4 sub-projects

Gathering and document communication requirements for the e-Contracts project.

Conducting walkthrough sessions with Subject Matter Experts and various Business Stakeholders to validate that all project and business requirements are captured, considered and properly assessed.

urgently working on training manuals and user-guide for changes being implemented on the project, Developed Workflows and Activity diagrams, application screen mock-ups, wireframes, and screen navigation flows

Coordinating user acceptance testing with daily conference calls to manage test results using Mercury Quality Centre (QMC)

Conducting working sessions and meetings with major stakeholders – Subject Matter Experts, Project Managers, Senior Managers and IT Team to gather and understand various business requirements and needs e.g. Share points.

Worked with the Quality Assurance Team to perform various Testing and QA functions in the test region of ARIBA EZ-Buy, PWA (Project Web Access), the Staging Table and the MIS-QA.

IS Business Analyst Lead SAP – Contract

Law Pro (Lawyers Professional Indemnity Corporation) Ontario March 2015- Jan 2016

Provided project management and business analyst services to the delivery team and proposal managers applying all PMO standards and templates to support schedule management, requirements, project risks, issues, test strategy and change management. Led and worked with clients, suppliers, vendors and consultants to gather, analyze and store information and track project deliverables. Ensured project staff complied with best practices and all stakeholders adhered to relevant policies, procedures and regulatory requirements to ensure auditory compliance. Managed all dashboard reporting and communications with stakeholders regarding project status, on-time delivery, KPIs and ROI.

Prepared, updated, and distributed a variety of project procedures, documents and reports, including providing education, training and templates for new Business Analysts to assist the streamlining/standardizing reusable requirements and testing documentation

Developed and managed user stories, test/acceptance criteria in JIRA, also capturing mockups and prototypes in Balsamiq to showcase to clients to reduce code throwaway and improve client satisfaction upon delivery of functionality

Oversee and provide insight on project/task estimation activities to manage stakeholder expectations ensure sprint goals were met, and deliver value to end-users

Coached and developed a distributed team of executive and technical professional regarding

Agile routine sand responsibilities resulting in a more thorough understanding of Scrum/Kanban

Business Analyst Lead– Contract

HSBC Bank Hybrid Toronto Ontario Sept 2013- Feb 2015

Focus on an upgrade of the SWIFT payment system, upgrade of the international remittances module, Anti-frud syatem upgrade AML &Capital Market to include a redesigned client graphical user interfaces and additional functionality.

Elicited requirements using user stories,(JIRA) translated stories into use cases and UML diagrams with the aid of MS Visio was able to capture the current/future state of the business process

Responsible for engaging clients in requirements gathering, documentation as well as writing functional specifications, applied various tools and techniques to elicit and understand the requirements, adhere to Requirement management control, applied different strategies to elite req

Facilitated JAD sessions with business users to bring stakeholders and technology team to a consensus on requirements, scope, specifications and manage iterative changes

Worked with the product owner to create product backlog, lead plan and coordinated delivery of business requirements, collaborated with technology pathers and provided various recommendations

An interviewed front office and back office users to identify business processes and its associated challenges identified and understood risks, assumptions and dependencies throughout the project

Drove process improvement through business process definition and system alignment.

Identified assumptions, risks and constraints and effectively manage risk related requirements

Collaborate with crossfunctional stakeholders to support/post-implementation of activities

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

Supported end-to-end process validation and application testing using manual and automated tools.

Deliverables: Business requirement documents, BRD, Workflows and Activity diagrams, application screen mock-ups, wireframes, and screen navigation flows

Business Analyst– Contract

Rogers Telecommunications Ontario Aug 2012- Nov 2013

Worked closely with business users and technical team on projects focusing on legacy system upgrades as well as enhancement of user-facing technologies to improve customer experience and process redundancies. Liaise with Lines of Business and Operations project teams to determine deliverables status and documenting story dependencies to overall themes/epics. Accountable for providing status reporting on requirements and prototypes in lieu of project managers to executive staff members, program managers and technical partners.

Championed documentation of business processes identifying areas of inefficiency and recommend changes to meet the goals of different user personas

Gathering of documented requirements for the Interfaces of the Legacy System and then mapped to Appropriate Processes in the New Web-based Application.also mapping data, extracting data, and data integration

Developed Business Cases, Project Plans, Risk Management Plan, Business Process Workflow and Test Plans.

Conducted Gap Analysis to determine to what extent a COTS (Commercial-Off-The-Shelf) solution has addressed the Business Requirements by applying a variety of business analysis tools and techniques to understand the system.

Reviewed and Conducted Walkthrough with Business Stakeholders on Performance and Reporting Requirements for the RST Statute Account and thereafter developed a Performance Matrix & Reporting Requirement Document

Developed an Implementation Strategy for implementing RUP and IBM Rational Tools across multiple projects.

Developed training materials and conducted training for Business Analysts and System Analysts on Requirement Management Process using IBM Rational Tools.

Gathered requirements and developed the Test Internet Project, which included Unit Testing, User Acceptance Testing (UAT), System Testing, Integration testing, Security & Vulnerability Testing etc.

Responsible for documenting detailed business requirements and reviewing/building business design documents, and conducting formal walkthroughs with other project team members

Assist in mentoring other project staff through sound methodologies such as UML, RUP, ITIL, PMBOK Standards.

Monitoring and assigning analysis and testing work to analysis/testing team members

Assist the Project Manager to facilitate workshops with the business and systems teams to identify and complete business analysis and requirements

Business Analyst– Contract

ATB Financial Ontario May 2011- Aug 2012

Led matrix resources through all aspects of project lifecycle management. Worked closely with resources to direct requirements gathering and analysis for projects and enhancements focused on: Anti-Money Laundering (AML) and Anti-Fraud project to improve the bank’s large cash transaction reporting system (LCTR) and; transfer system to improve the customer experience for business account holders. Key activities were not limited to:

Worked with Subject Matter Experts (SME’s) from cross-functional departments like, Customer Service, Marketing, Account Administration and Audit to better document business rules that fed into application.

Participated in review sessions of the key project deliverables to ensure that technology solutions met the identified business needs, identified and validated current business state

Identifying possible improvements to financial and operational efficiency to the end to end delivery

Participated in risk management activities with the project team, proactively identifying potential risk, events and providing input to risk quantification and mitigation strategies

Assist in the development, implementation, and adherence of systems development methodologies within projects and maintained full requirement traceability, adhere to project requirements management.

Work directly with Solution Architects, Programmer Analysts, QA Analysts, PMs, Pas and Bas to design, develop, and document new and maintain existing business applications

Authored project artifacts such as Business Requirements Document (BRD) and System Requirements Specification (SRS). Developed test plans, test strategies and test scenarios also obtained validation

Desk- Side Support: Provided support to the QA and Development team during the development phase

Modelled workflow, activity/ process diagram and GAP analysis by identifying existing technologies,

documenting the enhancements to meet the Jew business requirements

Business Analyst– Agile

ZENITH BANK PLC Lagos Jan 2009- March 2011

Responsible for defining client-facing Product Care and client service management procedures and standards. Oversaw job-shadowing and process documentation on processes and policies to supply business rules and contexts in which rules are applied to accurately represent business needs to the project team. Led the preparation of test case validation and responsible for working with the Internal Audit team to identify compliance framework

Eliciting requirements for product owners, quality manager at other locations

Create product backlog with the product owner and manage user stories, lead stand up meetings,

Participate in sprint planning, Daily Scrum, testing, and retrospective

Led user acceptance testing and evaluate functionality for accuracy and usability to ensure project deliverables were met

Test user stories for accuracy and compliance to ensure undisputed acceptance and validation of stories.

lead in sprint planning and daily scrum, testing, retrospective and sprint review.

Documented and reviewed process documents for an easy and enhanced business system with the aim of improving business efficiencies and productiveness till the final user is satisfied Facilitated JAD sessions and interviewed stakeholders to determine their needs.


Certified Scrum master (CSM ) 2016

Certified Business Analyst Professional (CBAP) - Candidate 2019

Business Analyst & Project Management Agile Best Practices Certificate 2016 Business adminstration (Minor) with Honors 2008


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