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Customer Service Analyst

Milton, ON, Canada
February 18, 2020

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Milton, ON L*T *Y*905-***-**** • •



Over 5 years’ experience as a business analyst facilitating business requirements sessions, created business requirements, functional requirements, and UAT/SIT testing requirements

Dynamic team player recognized for abilities to bridge gaps between business and technology and envisions the bigger picture

Creative problem-solver with ability to analyze challenges and provide innovative solutions

Demonstrated understanding of excellent customer service and stakeholder engagement to ensure client satisfaction

Tech-savvy with a willingness to learn new software, systems and processes to contribute to company success

Excellent written and verbal communication skills with ability to communicate effectively with clients and stakeholders to ensure technical understanding


SAP – Banking (Account Origination, Funding, Servicing, Payoff and Property Insurance and Electronic Content Management). SAP FICO Certified, CRM, Blue Prism Certified Developer (AD01), Blue Prism Solution Design Certified (ASD01), Certified Software Tester (CSTE), Oracle 8I / SQL/ Unix / Informix, UIPATH Business Analysis/Architect Diploma, SAP HCM Module – training, UIPATH Developer – training, SAP SD/MM/EWM/JiRA/Main Frame/ SQL/Selenium/DB2


Automation Analyst January 2019 – Present

Experienced with Robotics automation technologies

Intermediate Business Analyst (Mortgage Origination/Funding and Servicing) June 2017 – January 2019

Home Trust Company, Toronto, ON

Facilitated Requirements Gathering Sessions with Business Stake Holders and Subject Matter Experts to identify Business Requirements.

Documented AS-IS and TO-BE process using Microsoft VISIO tool.

Worked closely with Functional Analysts and QA team to create Functional Design Document and QA test Scripts.

Facilitated UAT – Worked closely with Subject Matter Experts to identify Business Scenarios and Created Test Data for Testing. Defect Management, Maintain Defect Logs.

Provided Production Support to ensure Business Users are able to carry on day to day Business Activities.

Successfully completed Know your Client initiative for business users – A CRM and BAS initiative. Provided leadership for the UAT for this project. A complete validation was performed in CRM

SAP Tester/ Test Lead (Testing Integrated Shipping Solution) December 2015 – March 2017

ERP Integrated Solution – Long Beach, California

SAP S4 HANA release testing for SHIPERP – SAP SD/MM/EWM/FICO integrated Solution

Functional Consultant/BA SAP BAS Loans January 2013 – November 2015

Alberta Treasury Branches, Calgary, AB

Played a lead role in testing BAS 8.0 upgrade project.

Gathered requirements, managed and prioritized requirements, raised issues, identified obstacles, and recommended options to ensure success of the Banking system implementation for the company.

Studied, analyzed and documented as-Is business process and performed the Fit-Gap analysis for the Banking services implementation project.

Reviewed functional specifications with the business owners.

Configured Loans and Deposits changes in SAP.

Conducted system configuration, unit testing, integration testing, solution design and functional specification documentation.

Created test cases and administered users acceptance tests

Provided go-live support, post- live support, trouble-shooting and problem solving as they arise.

Presented BAS Loans Team Changes at the Change Management Calls and reviewed all BAS Loans changes.

Provided 24/7 Production Support as part of the business requirements.

Configured BAS loans/ FICO integration testing

Mobile Testing/Web Testing /

Senior QA Test Analyst/Test Lead January 2006 – January 2013

Alberta Treasury Branches, Calgary, AB

Supervised the delivery for the test team’s test planning, test development and test implementation in adherence to ensuring all test artifacts complied to testing standards and audit requirements, monitoring their record in the project SharePoint site and participated in gate reviews.

Developed test strategies, plans and project documentation using risk analysis methodologies and tools that aligned with the development approach/methodology selected for the project.

Ensured all the daily defect/status calls were documented and followed and defect fixes were retested in a timely manner.

Advised the project team about the status of test planning, test execution and defects via daily dashboard using standard test quality metrics.

Consulted, liaised, and interacted with staff at all levels within different project teams.

Tested website on mobile devices.


Graduate Status

British Computer Society, London, UK

WES evaluation is equivalent to a Bachelors Degree

Diploma in Computer System Design

National Institute of Business Management, Colombo, Sri Lanka

Reliability Clearance – Expires in 2029

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