Business Analyst Quality Assurance

Resume

ELVIS Nkeh Ngange

******.*******@*****.*** 774-***-****

POSITION: BUSINESS ANALYST / QUALITY ASSURANCE TECH LEAD

PERSONAL STATEMENT

Business Analyst with Ten years plus (more than 10 years) experience with a wide scope of Full Project Life Cycles for Fortune companies and the global market. I Have managed and spear head key projects such as, Payroll systems in Agile/Scrum environments CRM Business Process Improvement, Cloud and Data Migration, ERP, Decision Management and CRM, adherently worked in delivering Finance Processes and Systems such as Fair Pricing, High Yield and Loans, Asset & Investment Management, AML, Fair Credit Reporting, CDD and KYC, for the financial markets in Global and Emerging markets and expedited procedures with experience in order management. Also served as a Lead Tech QA in facilitating applications migration and upgrades and worked as system admin for applications like (eGain, Contact Service, Status Manager, Client Viewer etc.

KEY SKILLS:

Software:

PLM, Workflow, Microsoft Package namely Excel (E.g. VLOOKUP, HLookup, IFs, Pivots), Projects, Outlook, UAT (User Acceptance Testing), SIT (System integration Testing)’

PowerPoint, Word, Lotus Notes, Jira, Confluence, OnBase Work view, SharePoint, HPQC, eApp, IConnect, Regulation E. eGain, Contact Service, Secure Site, Status Manager, eWorkflow, Client viewer

Modeling Tools/ Activities:

OneTrust, MATLAB, SAS, Python, Visio, UML, PEGA7, Prince2, BPMN 2.0, Lucid Charts, Burn Down Charts, PHP, SQL, ServiceNow, ADP Streamline, SAP. SSIS, .NET.

Analysis:

SWOT, MOST, Five Forces, Value Chain, PESTLE, Gap Analysis, Financial & Risk Analysis, Cost & benefit Analysis, Variance Analysis, Data Privacy Analysis within Agile and Waterfall environments.

Requirement Gathering

Techniques:

Interviews, Questionnaires, Observation, Workshop Facilitation, Past Document Review, Piloting, Prototype, and Cognitive Work Analysis.

Documentation

Terms of Reference, Business Case, BA Plan, Scope Specification, Access Solution Feasibility, Project Charter/ Initiation Document, Progress/Milestone Report, Functional Specification, Test Completion Report, Data Mapping, Data Dictionary.

Regulatory

Documentation Personal:

Data Process Document, TOMs, SLA Document, Data Dashboards, Regulatory Rules Assessment, share point,

High Presentation Proficiency, Extreme Attention to Detail, Cognitive Thinking, Fluent and Concise Oral and Written Communication skills, Capability to Adjust Rapidly to New Situations, Recognition for Outstanding Performance and Exceeding Expectations, Effective Stakeholder and Time Management Skills. Full dedication to work and results.

WORK EXPERIENCE

Tata Consultancy LLC (Ameriprise Financials LLC) – U.S.A – Minnesota (Minneapolis)

September 2022 – April 2025

Business Analyst / QA Tech lead and system Admin – (Salesforce/ServiceNow – Order Management)

Created flows for Ui

Created Process Flows, Workflows and Data Flow Diagrams

Worked as Subject Matter Expert for different workflow areas such as Process Optimization, Mitigation and Reporting, Policy Creation and Content Review

Worked as Governance Risk Control expert and exception maintenance specialist ensuring company attained compliance status and evidence is submitted for review in a timely manner

I managed order tickets on Service Now application – in form of RITM (Request Item) on the Service now platform

Users use this RITM to order products like new laptops, classified documentation, accessories, business phones, headsets and I manage these orders and ensure the RITMs are accepted and documented and executed in a timely fashion

I communicated with every user (customer) who placed an order through the RITM portal by leaving step-by-step notes on the process right up to delivery and called, emailed and texted as needed to update customer on the process and as a means for them to track their package.

I manage all orders using the RITM raised by customer while placing an order and assign Tasks to appropriate teams to execute the process right up to delivery

Customer details (history) are saved and managed by me in the request records which is essentially the “shopping cart” for all customers. I also documented the process and Order numbers in a SharePoint folder and Excel sheet to ensure all records match on all storage platforms.

I ensured an order is completed from order to getting the right resource to assign order ticket to, to packing and delivery after which I endured the RITM is closed and details of the order saved in the records.

Managed new orders, return orders and lost orders (if a product was not delivered)

Worked as Co-product owner/scrum Master (mastery of agile environment)

Tech Lead QA (quality assurance) in validating applications for upgrades, OS patching’s, Migration

Conducted validation for activity IDs to be verified in database of available transcripts for 3dr party vendor ETL

Validated services present on the web with links with the eGain and contact service application for D&S (vendor)

Validated the EOS project where AAC advisors can contact AAC agents (eGain)

Validated application updates for business-like, drop-down changes and word limit characters (both UAT and SIT)

Conducted System Integration testing (SIT) for applications (eGain, Contact Service, Client viewer, Secure site, eWF -eWorkflow,

Conducted UAT validations for eGain and Contact Service application during upgrades, OS patches and hot fixes

Ensured developers write the right code to fit business logic, needs and wants in a timely manner, SIT and UAT validations were done as expected.

Conducted comprehensive tests on application prior to release

SIT was done in the development environment and if any issues or not what business requires, I worked closely with developers to align with business needs.

Once SIT testing is as expected by business, I did UAT – end to end validations in production environment

Conducted unit testing (white box testing), System integration testing and end to end testing including UAT (Black box testing)

Worked with cross commits for entry point applications to Contact Service and eGain

Developed test cases, user stories and test plans for major project which was upgrading the eGain application from Version 17 to Version 21 and conducted UAT and SIT

Coordinated validations (Testing) for VPN migration of the eGain Validation to cloud and VPN tunnel

Coordinated with other cross commit teams by sharing test cases on eGain and contact service application that supports other applications like proposal tools and secure site.

ServiceNow and share point expertise on day-to-day tasks and processes

Elicited all functional and non-functional requirements for the configuration of the One Trust tool

Worked as Subject Matter Expert for different workflow areas such as Process Optimization, Mitigation and Reporting, Policy Creation and Content Review

Had workshops, standups, meetings with stakeholders to gather Business functional and non-functional requirements for projects

Technical business analyst, working closely with developers all the time to procure business requirements and provide technical requirements to developers for software developments and upgrades, modifications too.

Responsible for identifying data for conversion and responsible for all documentation.

Gave guidance and support to internal technical and project teams. Created Test scripts and worked actively with the Test Team in conducting the UAT across the concerned business units. Noted the feedback from the stakeholders and worked with an implementation team to ensure the solution reflected the missing requirements

Had documentation of procedures and tracking for every task and requirement between business and developers across cross commits.

Organized and procure Daily stand ups (scrum meetings) when Scrum Master not available and even when available (due to excellent communication skills and manner of approach)

Took ownership of issue investigation and resolution.

Created a version control system for all projects documentation on SharePoint

Created scripts for UAT and conducted the tests

Worked with multiple 3rd party vendors and cross commits.

Open tickets for the product team/brand admins as needed and worked on ensuring tickets were worked on and completed

As a technical BA technical concerns were addressed by me and tickets and awareness raised to Engineers, Developers and Vendor as needed and worked closely with the Product manager.

• Tracked progress on open tickets and assigned to appropriate resources on open tickets and SLA.

JEEP - Toledo, Ohio

September 2019 – August 2022

Business Analyst \Quality Assurance – (Salesforce)

•Created Flows for Ui

•Lead and worked assiduously with the Policy, Regulatory and Legal units to review the Requirement documents with regards to the company’s overall operations in California and 13 countries in Europe

•Created Process Flows, Workflows and Data Flow Diagrams

•Identified, analyzed and documented defects in software applications and ensure developers make fixes

•Coordinated and oversaw other QAs to ensure proper testing in the Development environment

•Conducted UAV validations for all Test cases and provided approval (sign-off) to business before changes are moved to production environment for user consumption

•Wrote user stories and test cases used in dev environment on unit testing, System integration testing and end to end testing. Did the SIT along with other co-workers whom I supervised

•Collaborated with software development engineers to understand the feature and architecture of web-based application to understand the need of providing a qualify efficient testing on requirements from the business – creating a bridge between business and tech team

•Developed multiple test plans and cases which decreased IT workload by 20%

•I managed invoices for products ordered by customers and kept a good record of this throughout my contract with the company

•Ensured orders are documented and products are packaged and delivered to customers in a timely fashion

•All orders were saved in company Data base and company allowed the use of Microsoft word to document and save order histories which were seamlessly done by me

•Worked with sales department and marketing departments, helping to expedite orders to ensure they are fulfilled properly and in a timely manner and ensured all documentation from order to delivered was in timely fashion including dates, time and year.

•Monitored the system for new products, product availability and communicated with clients based on their needs of said products and enabled an easy collaboration on these products as ordered and needed by customers buy working with my team to deliver and make ready every product according to customer’s needs.

•Proposed designs and functions for business for better clientele consumption and gathered requirements for this and created test cases that were easy for developers to write codes for.

•Painstakingly created the drafts used as guidelines for implementation across impacted business units

•Elicited all functional and non-functional requirements for the configuration of the One Trust tool

•Created UML and BPML Workflows, Process Flow Maps and Data Flow Diagrams and analysis based on the One Trust framework

•Conducted comprehensive tests on application prior to release

•Modelled the Wireframe for each validated function for the seamless deployment of the One Trust technology

•Worked as Subject Matter Expert for different workflow areas such as Process Optimization, Mitigation and Reporting, Policy Creation and Content Review

•Reviewed, and analyzed requirements from the CCPA regulation articles in relation to various systems and business units within the organization

•Created and managed CCPA traceability matrix to create consistency among cross-functional teams while leveraging internal tools and automation to effectively level out the needs and pain points highlighted across different workflows

Facilitated workshops with various business workflow areas to assess

•Conducted workshops and interviews with the relevant stakeholders to gather requirements. Created blueprints used to gather client business requirements. And shared these user stories with the developers and tested every code written for each test case making sure it fits perfectly into business needs

•Defined the functional needs used for the configuration of the ERP, CRP solutions and ensured the configuration the SAP platforms clearly complied with the regulation based on ADP methodology.

•Responsible for identifying data for conversion and responsible for all documentation.

•Responsible for amending customization after the cases of legal changes and enlarging the scope to meet the evolution of client business requirements. I was actively involved in optimization and evolution of the template and module.

•Ensured compliance with existing, and development of required data reporting standards. Ensured the integrity of the finance configuration of the SAP system.

•Created the template for management of Risk, Assumptions, Issues and Dependences (RAID Log) which was also adopted by the Project, Policy and Legal Teams for tracking the entire project on Excel.

•Gave guidance and support to internal technical and project teams. Created Test scripts and worked actively with the Test Team in conducting the UAT across the concerned business units. Noted the feedback from the stakeholders and worked with an implementation team to ensure the solution reflected the missing requirements.

•Created process flow maps and drafted comprehensive training manual detailing and adapting the affected business units from warehouse operatives to management.

•Critically created a Reporting System to the EU Commission in compliance with GDPR. This necessitated the employment of the Data Protection Officer (DPO) as well as outlining the responsibilities for the office.

•Worked in check with 3rd party suppliers to ensure they fully understood our organization’s CCPA requirements for consistent implementation

•Updated documentation to reflect new builds or decommission activities and provided input to improve deployment processes

•Facilitated and participated in scrum meetings – sprint review, daily scrum, and retrospectives to ensure consistency overboard.

•Took ownership of issue investigation and resolution.

•Created a version control system for all projects documentation on SharePoint

•Created scripts for UAT and conducted the tests

Brookline Bank – Brookline, Massachusetts

July 2018 – August 2019 (Contract)

Business Analyst \ Quality Assurance

•Gathered functional and non-functional requirements with all stakeholders.

•Created Process Flows, Workflows and Data Flow Diagrams for business purposes

•Analyzed processes with the requirements and subsequently created the more needed process working in collaboration with the marketing and IT units.

•Coordinated scrum meetings in absence of scrum Master in an agile environment

•Conducted SIT and UAT testing as lead working with other QAs

•Was the go to person for easy communication between workers and stakeholders due to excellent communication skills and fluent language.

•Liaison and bridge between Business and Developers to translate and perfect requirements into perfect code as business demands

•Created test cases and user stories and completed the relevant project documentation in line with outlined stakeholder requirements and created flow diagrams for the requirements processes using Visio.

•Interpreted competitive marketing strategies through analysis of related product share trends and markets

•Handled cost and benefit analysis for diverse marketing campaign projects

•Captured business functional and non-functional requirements in the requirement catalogue and ensured requirement documentations are clear and easy to understand to ease the process of getting stakeholder approval

•Acted as the gatekeeper managing all the change requests received by the project team and carried out impact analysis highlighting the costs and benefits

•Analyzed and identified the pressing customer issues that provided the largest revenue generation and cost savings – the revenue and saving figures were typically in the millions

CHEVROLET Motors Company. Detroit, Michigan

Jan 2016 – June 2018

Business Analyst. ServiceNow

Analyzed complex business processes from a quality management perspective to design a set of To-be business processes for the payments team, which acted as part of the TOM (Target Operating Model)

•Created Process Flows, Workflows and Data Flow Diagrams

Reviewed audit reports and draft responses sent to the State Supervisors.

•Created process flows for remediating issues such as customer reimbursements.

•Drafted all documentation and created diagrams to enhance policies, controls and process flows.

•Performed Data Collection, Barcoding and Label Generation on Info LN platform

•Carried out Time, Attendance and Labor Reporting

•Supervised all customer orders of products and documented all orders for reference including dates, type of product and customer details and information

•Tracked all shipped items to customers nationwide and international working with shipping companies and delivery companies to track and report on products ordered and delivered.

•Gathered functional requirements for Info RN Analytic Dashboards, Supplier and Dealer Portals

•Carried out Value-at-Risk/tracking error using ERP analytical and historical methodologies.

•Conducted stress testing, including user defined scenarios and shocks.

•Organized workshops and facilitated multiple meetings with a suite of stakeholders to gather requirements for target deliverables such as Fixed Income, High Yield & Bank Loans, and various Account Systems.

•Gathered requirements for the successful designing and development of the payment acquiring system

•Reviewed, modified and created technical design documentation to ensure the accurate development of the reporting solution

•Closely partnering with and supporting engineering, manufacturing and quality assurance associates while utilizing the change control project

•Initiated process improvement and implemented database tracking system to increase traceability and improve test coverage for requirements by 20%. Estimated major points of contention among team as additional benefit

•Conducted research on industry verticals to help with prospecting for new partner engagements

•Researched and analyzed the innovation ecosystem for IoT and awareness of key accelerators, VC’s and other thought leaders in space

•Worked on User Interface development across 4 systems, involved in discussion on how the systems would communicate, identifying payloads and drawing Mockups of User Interface

•Clarified and prioritized requirements by conducting brainstorming sessions with the stakeholders and SMEs

•Deployed Microsoft security and application as well as 3rd party application patches to Windows application server

•Created Entity Relationship Diagram to visually describe how entities relate to another and to connect business concepts to database structures

•Validated KYC and CDD system deliverables to meet requirements and supported Technology teams in the entire delivery process

•Analyzed, prioritized and documented requirements with respect to SAP enterprise resource planning for AML solutions

•Supported strategy and execution of testing and provided training on the new functionality as well as documentation including procedures and user guides for the entire business process improvement

•Managed the implementation of Quality Management Systems in specified business units and systems

•Coordinated and participated in Agile ceremonies, Daily Stand Ups, Sprint Planning, Sprint Solution Design and Retrospective scrums

•Created scripts for UAT and conducted the tests

Walmart - Bentonville, Arkansas

July 2014 – Nov 2015

Senior Business Analyst - Data Warehousing

•Senior Lead over a team of 15 Business analysts and three Work Streams on the entire SDLC on Agile/Scrum Environment,

•Created Process Flows, Workflows and Data Flow Diagrams

Created Workflows and Process Maps to capture the functional requirements based on the project demand for the different countries.

•Worked assiduously with UI and UX teams to elicit requirements and create User Stories • Identified cross-functions for the HR and Accounting processes and systems through Requirement Elicitation meetings with Project Team members spread across four countries in different time zones: onsite and virtually.

•Researched and documented the various statutory requirements for computing payroll systems for 16 different countries.

•Created the Standard Operating Procedure (SOP) through daily Scrum and Retrospective meetings with both onsite and offshore stakeholders including, the Legal, Policy, Accounts, PM and IT Development teams

•Secured signoffs from relevant stakeholders and created Use case Diagrams and Descriptions on Visio.

•Created User stories based on stakeholder requirements on JIRA to streamline the HR and payroll requirements using ADP methodology

•Secured signoffs and created Process Flow maps.

•Created a Version control matrix for all Project documentation

•Created Traceability Matrix keeping track of all flows across different countries

•Worked closely with the Project Manager to create a concise Risk Management Log System using HP Quality Centre

•Contributed immensely to the creation of the Test Scripts and provided technical support to the test team

•Served as Gateway for all Project Documents on SharePoint

•Created scripts for UAT and conducted tests.

Citizens Bank - Providence, Rhode Island

May 2012 – July 2014 Sept (2-year Contract)

PM / Business Analyst. Third Party Logistic Systems

Elicited requirements from through stakeholder interviews and customer survey to capture and document the overall needs of the customer

•Gathered functional and non-functional requirements through meetings with relevant stakeholders.

•Created Process Flows, Workflows and Data Flow Diagrams

•Analyzed the AS-IS process along with the requirements and subsequently created the TO-BE process working in collaboration with the marketing and IT units.

•

•Created business cases and completed the relevant project documentation in line with outlined stakeholder requirements and created flow diagrams for the requirements processes using Visio.

•Interpreted competitive marketing strategies through analysis of related product share trends and markets

•Managed migrations to newer Mainframe platforms that included Unisys, IBM, and Axway Hitachi systems.

•Handled cost and benefit analysis for diverse marketing campaign projects

•Captured business functional and non-functional requirements in the requirement catalogue and ensured requirement documentations are clear and easy to understand to ease the process of getting stakeholder approval

•Acted as the gatekeeper managing all the change requests received by the project team and carried out impact analysis highlighting the costs and benefits

•Worked closely with 5+ internal parties in the region and was able to track competitors’ pricing and sources and acquired and provided information for reporting and budgeting

•Analyzed and identified the pressing customer issues that provided the largest revenue generation and cost savings – the revenue and saving figures were typically in the millions

•Conducted research on industrial and commercial IoT products; and further developed knowledge of globally available and its relevance to the potential market

•Effectively assessed and mitigated project risks and dependencies facilitated workshops where activities were checked against promises and commitments and communicated effectively to teams and project stakeholders.

•Worked with Design and Test teams to ensure that appropriate testing documentation was created to ensure that the delivered solution was in line with the requirements

•Identified, documented and resolved project issues using the RAID management technique and ensured the risk log was constantly updated

•Worked closely with the marketing unit to document the Standard Operating Procedure of the project to ensure consistency in delivery

•Also provided technical support for dashboards, reports and other tools

•Participated in creating general administration of active directory and Microsoft exchange to create, edit and maintain user accounts, mail contacts, mailboxes, distribution groups, organizational units and access permissions.

•Analyzed all relevant data on in-scope users; categorized, rationalized and modeled the data set to scope the project effort on Work view platform.

Created communication briefings for leadership and developed supporting documentation such as talking points, 1-pagers, Vision decks to assist with consistent communication.

•Monitored the implementation phase and was responsible for preparation manuals, staff training, etc.

•Created a version control system for all projects documentation on SharePoint

•Created the template for management of Risk, Assumptions, Issues and Dependences (RAID Log) which was also adopted by the Project, Policy and Legal Teams for tracking the entire project on Excel.

•Created scripts for UAT and conducted the tests, and work FIS Optimist

EDUCATION

BA, Arts History and sociology/Anthropology, University of Buea, Cameroon

Linux Engineer, Dynamic Tech, Maryland United states.

Hobbies.

Singing (Musician), Hiking, Soccer and football, Movies, Traveling

Contact this candidate