Call Center Project Management

Full Name: Shafiq Ahmed

Location: Gaithersburg, MD

Tel: 201-***-****

Email : ************@*******.***

US Citizen

Availability: Immediately

A Senior Product Analyst with strong communication skills (verbal & written) and Project Management experience in IT Systems implementation encompassing Business & Systems analysis throughout SDLC using Agile Scrum/Kanban methodologies. Business/Systems Analysis Skills

Sound Business/Systems Analysis skills;

Financial applications Investment Banking – Mutual Funds, Annuities, Securities Trading,Corporate Actions,401k,Medicare & Medicaid,Staffing,Communications, Mortgage Loans

User Stories and Use Cases in Staffing, Medicaid & Medicare Call Center applications in Agile environment Scrum/Kanban & Waterfall, Jira/Version 1

Create and understand complex Data Models thus help feed dashboards and enable key strategic business decisions

Data Warehouse Report Specifications using Microstrategy, Webfocus, Crystal reports, Actuate E-Spreadsheet

Responsible for translating client user needs into detailed requirements and developing Functional Specification (FRD) from Business requirements (BRD)

Full System Development Life Cycle (SDLC) experience

System Integration and Process Re-Engineering

Project Management

Relational Databases design (Oracle,Progress,SQL Server,Sybase) and data modeling using Erwin

Collaborate with technical team to present business requirements and come up with most suitable technical solution

QA Testing - Creating and executing Test Plans both manual & Automatic

Data Conversions,Data Mapping, Data Extraction, Data Analytics, Data Mining,Transformation & Loading, Informatica ETL

Gap Analysis between Legacy and new applications

Off-shore Call Center implementation & interaction with offshore teams

Service One Incident Tickets management

File Transfers thru FTP and APIs

Technically proficient in all Microsoft Office products, MS Project, Visio and PowerPoint.

Strong written communication skills and ability to facilitate discussions & PowerPoint presentations

Technical Skills:

Data Warehouse Database Applications & Reports

Oracle - SQL Queries

SQL Server – SQL Queries

MongoDB using JSON Format Documents

XMLSpy

XML

MISMO

Progress 4GL

API file Transfers

DB2 – Spufi,QMF SQL Queries

IMS

MS Access

Lotus Notes

Actuate E-Spreadsheet

Microstrategy

Webfocus

IVR/Genesys

ETL/ Informatica

CIS – Database Interface

Service Now - Ticket Processing

ALM - Requirement Management

Sharepoint

Mainframe Applications

IBM Mainframe DB2,SPUFI,QMF,MQ Series, VSAM, IMS DB, Panvalet, FileAid, FTP,ADABAS, Expeditor/Intertest, Endevor, Changeman, SyncSort, OS JCL, Release & Change Management

MS Office +

MS-Word, MS-Excel, MS-PowerPoint, Visio, MS Project, Data Modeling(Erwin), Lotus Notes database, SharePoint

SDLC Methodologies used

Agile Scrum/Kanban with Jira– Writing User Stories and Use Cases

Waterfall - Traditional project management styles

Applications

API Micro Services

Various Data Warehouse Applications

IVR Call Center implementations

Securities Trading, Corporate Actions,Banking,Staffing,Medicare & Mecaid

401k – Defined Contributions and pensions systems

Multi- Tier Applications development

Medicaid & Medicare Call Center applications

Motgage Loans

Prepaid Debit Card processing

Telecommunications

Legacy systems re-engineering and implementations, major Data conversions from various legacy platforms(Mainframe) to multiple Client Server and Web based systems.

SDLC and Implementations including Offshore Call Center implementations

System design

QA testing – Creating Test Plans (manual & Automatic) and Test Cases.

EDUCATION

Thames Valley University UK - H.N.D. (Higher National Diploma) in Computer Studies. Graduated.

Punjab University, Pakistan - Bachelor’s Degree, Economics, English, Political Science. Graduated

Employment History

Freddie Mac June 2019 to June 2025 Mclean, VA

Worked as Senior Product Analyst on Single Family Integrated Systems & Bulk Initiatives group.

Jira User Stories & Acceptance Criteria

Backlog maintenance with Product Owner

Sprint Planning

Deployments

Working closely with the business teams to gather requirements and produce Systems Requirements Specifications (SRS) and write user stories for the development team. Facilitating Liaison between business and development teams.

Freddie Mac October 2018 to June 2019, Mclean, VA

Senior Systems Analyst

Worked as Agile systems analyst on conversion from legacy Mortgage Loan application (Sybase/XML) system to new LPA system (ULAD).Responsible for;

TPI Service Request data mappings from Mongo DB storing JSON format/XML format documents.

Data mapping documents produced were used by the development team to build requests to various TPI services including Credit Risk Assessment Service and Corporate Data warehouse on Mainframe.

Working closely with Business and Legacy system teams.

Methodology used for Project development was Agile/Scrum using Kanban.

Leidos, Baltimore MD July 2017 to March 2018

Systems Analyst

Leidos is a US government contractor company offering data warehouse reporting services (National Data Warehouse) for Call centers (CMS) across the country for Medicare and Medicaid programs..

The primary objectives of the this Data Warehouse are;

Integrate data from multiple operational source systems for Medicaid & Medicare Call centers.

Complete data Analysis using SQL queries

Specify Microstrategy Reports and dashboards for timely, accurate, and consistent reporting. Defining underlying Data Sources eg Oracle tables and columns, Report Filters, Metrics Formulas,percentages

Function as the central metadata repository of the business logic;

Serve as a business intelligence tool, allowing users to create reports in a variety of formats such as dashboards, heat maps, and grid reports; and

Provide solutions that offer end users high-quality support through tools such as report reference guides, training, and help desk support.

Leidos is responsible for providing CMS with data warehousing infrastructure for Medicaid & Medicare Call Centers, development, maintenance, Microstrategy reporting, training, help desk, and analytical services.

As a Senior Systems Analyst in a high performing Enterprise Data & Analytics team in a Data Warehouse environment. After performing comprehensive data analysis using Oracle SQL Queries I converted Business requirements to System Design Specifications(SDS) and collaborated with the technical teams for best viable solution. I worked with development and QA testing teams throughout the SDLC. The technology employed were;

System design Documents (SDS) from BRD - ALM

Oracle database Queries

ETL/Informatica

IVR/.Genesys

Microstrategy Reporting

Allegis Group November 5, 2015 to June 30, 2017, Baltimore MD

Senior Systems Analyst

Allegis Group is a specialized group of companies offering expertise in specific industries, skills, and Service models. Some of the Operating Companies (OPCOs) under this umbrella are;

As a Senior Systems Analyst in a high performing Enterprise Data & Analytics team in a Data Warehouse environment using Agile Scrum/Kanban/Jira/V1 techniques.

I worked with the above mentioned OPCOs as a system liaison gathering and formulating their business requirements and providing with the optimized system solutions helping them achieve their strategic business goals. Provided solutions streamlined & automated daily/monthly manual processes.

Responsibilities:

Discussing and finalizing business requirements with the OPCOs.

Specify Webfocus Reports and Dashboards accurate monthly Call center metrics reporting. Defining underlying Data Sources eg Oracle tables and columns, Report Filters, Metrics Formulas, percentages

Sprint Planning and Feasibility study and formulation of the business requirements into written ‘User Stories’ for the offshore development team and provided business requirements explanations to offshore development team.

Every User story carried 'Report Markups', System specs and related business requirements.

Wrote Use Cases and Acceptance criteria for each User Story.

I participated in regular 'Backlog Grooming' sessions with the Product Owner and the Scrum.Evaluation of each Backlog item with the Product owner.

Supported the team through out the SDLC.

Coordinated any required Data structure changes with onshore Oracle DBA and Database Modeling team

Worked with Informatica/ETL team for data transformation and mapping rules.

Call center (IVR/Genesys) Data analysis

Worked with CIS, Data Analytics and Visualization team for data presentation layer.

Worked with offshore development and onshore QA testing teams

Worked with the business partners thru out UAT process to obtain signoffs.

Also developed and implemented a data transformation & integration project to automate and replace a mundane manual process to produce Service Desk Call Center Monthly Performance Metrics after consolidating Call Center Call volumes, Agent Call Interactions, Email, Problem Tickets resolution data from multiple platforms. Writing Requirement document (user Stories) and Use cases to develop and implement as one Oracle Data Warehouse platform. Establishing data transformation rules and designing data structures to support Service Desk Performance Measurements. Data Visualization capabilities thru Webfocus for Actuals vs Target/Goals metrics.

QTell Professional Services March 2014 to October 2014 London (UK)

Senior Systems Analyst (Contract Position)

Worked as a Systems Analyst on a merger project of two Telecommunications companies. It involved software and data conversion from acquired company (EE)’s legacy systems to T-Mobile’s client server (Oracle) system.

Responsibilities thru SDLC:

Writing Data Conversion BRD

Data requirement specifications

Develop Data Mapping document

Data Mining and analysis

Data Cleansing & quality checks

QA & UAT Testing

Post implementation data verification

JP Morgan Chase July 2013 to January 2014, Tampa FL

Sr. Systems Analyst

Responsibilities:

Financial Data analysis for Data warehousing.

Gap Analysis between legacy (Mainframe) and new applications.

Writing Use case driven FRDs from high level BRDs for Prepaid Debit Card Processing covering legal aspects.

Reviewing Technical Design Documents with offshore development teams and QA Testing team.

Presenting and getting approvals from business stakeholders within the organization.

Technology - Multi platform applications, Web Services, IVR, GUI, MQ, Oracle DB2, COBOL,Tandem.

AON Hewitt March 2008 – August 2012 Orlando, FL

Lead Systems Analyst for Defined Contributions System (401k).

Worked on 12 implementations of the Defined Contributions (401k) system (IBM mainframe/Web/SQL

Server) for various clients.

Responsibilities:

Client requirements Analysis

Understanding business requirements and Gap analysis by working with business liaison team

Developing systems specifications for offshore team to customize the system functionality meeting business stake holder’s requirements.

System entities Configuration(development) - Customization

As a developer configuring systems components (IBM mainframe DB2 tables, SQL server) according to systems specifications. Applying customized processing rules and code set changes according to business rules in an object oriented environment.

QA Test Plans with Business Use Case preparation & presentations

Preparing Echo Functional test plans based on business stakeholder’s requirements.

Developing Use cases.

Presenting Functional test plans to both offshore technical staff and business liaison teams. Executing test plans in Echo automatically and manually. Maintaining issue tracking document.

Discussing resolving issues with technical team and business liaisons

Developing SQL Queries to verify test results

Troubleshooting and resolving technology implementations/integrations issues.

Resolving any software or data discrepancies between different testing environments.

Verifying system interfaces with third party vendors functioning correctly.

Coaching other associates on DB2 SQL Queries to verify test results

JP Morgan Chase February 2007 to February 2008, Tampa FL

Project Manager

Development and full implementation of a multi-tier IVR Payment Clearing system which would provide JPMC with Telephonic Customer Identification. PIN activation and verification and payment clearance functionality for bank’s domestic and international customers. It centralized and replaced the current manual handling of customer calls by agents at multiple sites in the country.

Responsibilities thru SDLC on this project:

To interact and manage multiple cross-functional technical teams employing multiple technologies and infrastructures.

Managing the development of business (BRD)and technical requirements (FRD), system design, system development, testing, deployment, and support transition.

Preparing Project Plan(MS Project)

Coordinating Middleware infrastructure setup Messaging thru DB2 MQ series.

Gap Analysis & Conflict Management

Problem Resolution

Tracking and managing 3rd party vendor’s development effort

Prepare QA Test Plans

QA/UAT testing

Software Licensing & Release Management

To manage full implementation of Citrix environments with all Solution Center business applications deployed and accessible from remote site

Coordinate Agents training in Tampa using centralised Citrix environment

PMO status reporting to higher management

The middleware tiers being built were;

Integrated Voice Response (IVR)

Genesys – Call routing intelligence

Desktop applications

Web Services interface (WSDL)

SQL Server to store call data

MQ Series Messaging interface with core IBM mainframe system

Daily Reports

Prudential Financial April 2001 to February 2007, New York/Woodbridge NY/NJ

Sr. Systems /Business Analyst

Data Conversion

Worked as a Business/Systems Analyst on major data conversion projects to convert variable annuities contract data from acquired company’s relational or conventional data sources to Prudential’s Progress 4GL database.

Responsibilities thru SDLC:

Defining Conversion Rules and Methodology

Data requirement specifications

Develop Data Mapping document

Data analysis

Data conversion rules

Data Cleansing & quality checks

Loading converted data to Progress 4GL database

Planning and execution of full implementation

QA & UAT Testing

Manage software releases to Production (Endevor)

Post implementation data verification on Progress Database

Compliance Systems

Worked as a Report Analyst to evaluate business data requests from business community. Preparing data extract specifications from multiple platforms including Mainframe systems. Responsible to develop & maintain custom reports for Business Unit. Reports developed in Actuate E-Spreadsheet, MS Access, Rapid SQL, Lotus Notes database, and Excel to support a centralized unit to perform the supervisory reviews of the captive sales force. Designed and developed MS Access database warehouse for reporting purposes. Used Actuate 7 E-Spreadsheet for producing Daily, Weekly and Monthly reports for business unit.

System enhancements:

Automation of workflow /communications between centralized unit and field management/agents.

Automation of workload/workflow management within centralized unit team members.

Reduction of false positives to lower transaction volume handled by centralized unit.

Use of Business Intelligence to provide a summarized view of captive agents characteristics

Trending Reports data extracts from Data Warehouse and Core system on SQL Server,DB2/CICS

Reporting system Implementation

Data Conversion

Worked as a Lead Business /Systems Analyst to Integrate and re-engineer Mainframe and AS/400 Annuities system to Prudential’s Client Server/Web based system on Progress 4GL database introducing new Annuities Products to Prudential Financial.

Responsibilities:

Detailed data Analysis on legacy systems

Data Filtering & Cleaning (MS Access)

Data Transformation

Loading converted data to Progress 4GL database

System Integration & Re-engineering Process design

Gap Analysis

Producing technical specifications for conversion logic

Establishing data mapping rules to load Progress 4GL database

Developing reconciliation procedures and reports

UAT & QA Testing

Conversion software eases to Production

Verifying conversion results on the new platform using SQL queries against Progress 4GL database.

Citigroup April 2000 to April 2001, New York NY

Systems Analyst

I worked on a major conversion project as a senior analyst. The scope of this project was to consolidate all active AT&T manual billing systems into one client server Relational database platform.

Other clients;

Fidelity Investments New York. Y2K remediated Mainframe applications

Bankers trust of New York – 401k System development on Client Server/mainframe

Citigroup – New York

DLJ (Pershing) New York – Brokerage

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