Customer Service Manager

Sharma, Geetanjali (PMP)

*************@*****.*** 801 Legacy Drive., Apt 1424

(Ph): (Cell) Plano, TX-75023

Professional Summary

• 5+ years of work experience as Business Analyst with expertise in understanding and gathering business requirements and translating those requirements to system requirement specifications.

• PMP certified, driven to succeed, knowledgeable, pro-active technical problem solver with strong leadership, planning, organizing, process improvement, and teamwork and people skills.

• Experience in server-side web based application design, client/server networking and development in J2EE technologies using advanced object-oriented design (OOD) tools and software

• Proficiency with Rational Enterprise Suite (RequisitePro, Rational Rose, ClearCase, ClearQuest) in support of the RUP methodology.

• Knowledge of industry standard methodologies of SDLC (waterfall, RUP, Agile, RAD, Spiral and Iterative) and CMM and Six Sigma quality standards.

• Experience in creating Use Cases, Sequence Diagrams, and Collaboration, Activity Diagrams, Class Diagrams and interaction diagrams.

• Experience in writing queries/scripts for data analysis and QA report testing.

• Hands on experience of using SharePoint, MS Word, MS PowerPoint, MS Excel, MS Visio and MS Project and Excel advanced features (Pivot tables/charts, etc).

• Excellent communication, presentation and interpersonal skills with demonstrated experience in efficient interaction with customers and senior management.

Technology Skills

Business Modeling tools Rational Rose(UML),Visio, Requisite Pro, Top Team

Methodologies/Protocols RUP, Agile, UML, OOA,OOD, TCP/IP, HTTP, FTP, SMTP

Programming Languages SQL, Java, J2EE, JavaScript, VBScript, C and UNIX

Project Management MS Project, MS Word, MS SharePoint, MS Visio, MS Excel

Defect Tracking & Change Management Tools Test Director, Rational Clear Quest, Team Foundation Server, JIRA

Version Control Systems CVS, PVCS

Databases Oracle (SQL, XQuery), SQL Server

Web Technology MS FrontPage, HTML, CSS, XML, DTD/XSD, XSLT

Visa Status: Green Card Holder.

Education

M.S. CS Univ. Of Texas, Dallas GPA: 3.8 Graduated: Dec 2007

B. Tech. CS IITT Kala Amb, India GPA: 3.9 Graduated: July 2002

Professional Experience

Blockbuster Inc. /Dish Networks Inc. (Jan 11 – Present)

Sr. Business Analyst/Business Process Engineer

The Revenue Sharing (RevShare) System is the GUI app that collects daily transactions (either subscriptions or traditional) from the Point of Sale System (POS) and uses those to calculate monthly revenue shared with the movie studios. There are two types of RevShare GUI applications: Hoodwinked for Domestic and RS Client/RS Remit for International.

Environment: MS-Visio, Agile, MS-Office, Share Point, MS-Excel, Oracle, JIRA

Responsibilities:

• Thoroughly understand the Revenue Sharing system and its interaction with other Systems like Revenue Deferral, Revenue Allocation

• Analyzed and created the new Remittance Reports that are submitted to the Studios.

• Participated in collecting requirements for Online Direct Access project.

• Proactively analyzed cross-functional business processes and identified process improvements and associated metrics.

• Analyzed and reported on time, cost, and quality metrics for existing business processes.

• Involved in debugging, creating and executing test scripts and reported the results.

• Involved in understanding best practices processes.

• Defined cross functional requirements, costs and analyzes solutions, and created business requirement and design document.

• Adhered to all IT guiding principles, processes, policies, standards and procedures.

Mary Kay Inc, TX (Sept 10 – Jan 11)

Business Analyst

The “ECOM (E-Commerce 3.0)” is the web based Customer Service Ordering and Agreement Management core application for Mary Kay’s new division in Eastern Europe. ECOM provides standard functionality for:

• Customer Service Order Entry

• Agreement Entry

• Customer Service tools (including problem resolution)

• Part and Promotion Administration – SMART OE Manager

• Security Administration

• Reports

• Online Ordering

Environment: Team Foundation Server (TFS), Share Point, Microsoft Visual Studio, Rational Rose, MS-Visio, Agile, MS-Office, Windows XP, MS-Excel, SQL Server and SMART OE Manager.

Responsibilities:

• Designed and developed Business Process Flows and used Agile Methodology during system development.

• Involved in creating/updating/maintaining the Parts and the Promotions requirements in the SMART OE Manager based on the region.

• Utilize Team Foundation Server for Issue Tracking and reporting.

• Involved in creating the Use case and Test case documents to communicate the requirements clearly and succinctly.

• Involved in testing the Ecomm Customer Service (CS) and Online Ordering (OO) application.

• Involved in developing the Tutorial documents and test plans for the CS and OO applications.

• Prepared the UAT documents for UAT testing for users.

• Worked with developers and QA testers to make sure requirements are met.

• Involved in writing the SQL queries to access data.

ATX Group, TX (Jan 10 – August 10)

Business System Analyst

ATX Group is one of the world’s leading providers of innovative safety, security, communication, navigation, customized and connected vehicle services to global automobile manufacturers/owners.

The “Telematics3 (T3) System” is the web enabled system that customizes services to help automobile manufacturers and their affiliated dealerships use telematics data and multiple customer contact channels to reduce costs, enhance vehicle servicing, and more closely manage customer relationships and contacts with the vehicle through its lifetime.

Environment: TopTeam, Rational Rose, Clear Quest, Share Point, MS-Visio, Agile, MS-Office, Windows XP, MS-Excel, Java, and J2EE.

Responsibilities:

• Designed and developed Use Cases, Activity Diagrams, using Top Team and Visio.

• Participated in requirements analysis using a Use case driven approach and produced detailed use cases and functional specifications for all the interfaces.

• Involved in review sessions with Users, team members, business managers and SMEs to collect requirements and business process information.

• Performed extensive requirement analysis including data analysis and gap analysis.

• Wrote detailed Functional Specification documents for different telematic services.

• Used TopTeam for gathering and managing the requirements, developing the use cases and flow diagrams, as a repository for all requirement artifacts, for traceability creation, issue tracking and change proposal system.

• Involved in resolving the action items for Recall, maintenance Alerts, Eco Coach Services.

• Involved in developing the Requirement Traceability for the Nissan's Emergency and remote Services.

• Used Share Point for sharing the files and saving the documents.

ETC Corporation, Richardson, TX. (March 08 – Dec 09)

Business Analyst

“The TRMMP Host system” is the struts based application that provides a comprehensive solution to support Audit and Reconciliation of Traffic and Revenue Data. It provides a web based, user friendly, secure role-based interface for audit and reporting functions.

“The RITE IOPHUB Command Center solution” is a service-oriented architecture (SOA) to exchange the shared interoperability information (Tag validation lists, transaction information, and reconciliation information) efficiently and reliably between agencies.

Environment: : MS Office, MS-Project, Agile, RUP, CVS, Rational Rose, Visio, Project, Test Director, SQL, J2EE (Struts, JSP), Eclipse, Oracle server, Ant, Log4j

Responsibilities:

• Involved in JAD sessions for business development and created new requirement documents using MS word and Rational Requisite Pro.

• Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, Class Diagrams, and OOD using Rational Rose and Visio.

• Provided Gap Analysis for understanding the business perspectives on many operational issues.

• Managed the Team activities to track down the Project progress.

• Developed new modules, functions for HOST System and User Security for TVL Reports for IOPHUB 1275 Phase-II.

• Developed the UI Design for the Host System using JSP and Java Script.

• Resolved technical issues, provided Maintenance, and Production support.

• Developed the Reports layout based on the requirements using Report Builder.

• Designed and implemented SQL queries for QA testing and report/data validation.

• Created Mapping document to map the plans, products, rate keys, commissions, groups/sections, agreements and documented the Requirements Traceability Matrix.

• Worked on different environments for clients Illinois, NTAA, and Houston toll ways.

• Involved in preparing test plan and test cases using Rational Test Manager for the business and functional requirements verification and validation.

• Involved in implementing Change management, Change control using Clear Quest and reports to track process of repairs and determine the current quality of the application

• Performed the Integration and System testing using Test Director.

E2 Systems, Addison, TX. (May 07 –Dec 07)

Business Analyst/SE

The KIOSK swing (MVC) architecture based application system facilitates the entire bank related as well as non- bank related transactions by all the kinds of users.

Environment: Rational Rose , MS Office, RUP, UML, SQL, MS Visio, MS-Excel, Rational Clear Case, Test Director, Java Swing, Log4j, LINUX, Eclipse and Tomcat.

Responsibilities:

• Modeled and designed systems in UML using Rational Rose - Static diagrams like Class, component and deployment diagrams and dynamic diagrams like Sequence, Object and interaction diagrams

• Implemented functionalities as per enhancements dictated by the requirements.

• Developed the Pivot tables/charts for the list of the transactions.

• Designed and documented test cases and test plan according to the application requirements using Test Director.

• Involved in the Backend testing by executing SQL statements.

• Analyzed test planning data using reports and graphs generated in Test Director.

• Involved in performing Unit, Integration and System testing.

Univ. of TX, Dallas. (Jan 05 – Dec 07)

Requirement Engineering

Developed a Web based prototype for Synergy Distributed Meeting Scheduler (SDMS) that supports scheduling meetings, courses and flights, room assignments at hospitals, job scheduling in production systems, allocating transmission lines, buffers and routers in computer networks, based on some initial requirements gathered from potential customers by the company Synergy Soft, Inc.

Responsibilities:

• Conducted user interviews, gathering requirements, analyzing the requirements using Rational Rose requisite pro – RUP.

• Collected, documented, and managed business requirements using UML.

• Designed and developed Use cases, Activity Diagrams, Sequence Diagrams, OOD using Rational Rose and Visio.

• Identify research, investigate, analyze, define and document business processes.

• Conduct workflow, process diagram and GAP analysis to derive requirements for existing systems enhancements.

• Develop prototypes/screen shorts for the Meeting Scheduler system for the user.

NIIT, India. (June 02 – June 04)

Business Analyst/SE

The Project Online Exam System (OES) was designed to facilitate the instructor and the student for conducting and giving online exams for particular course. It constitutes of 3 main modules – Quiz management which handles quiz creation and assigning of quiz questions, Question Bank management which has the repository of questions related to different topic and Quiz Delivery which fetches quiz and delivers them to students.

Environment: UML, MS Visio, MS-Project, Rational requisite Pro, Clear Quest Windows XP, MS Office, RUP, SQL, Rational Rose, Rational Clear Case, Java, J2EE.

Responsibilities:

• Extensively involved in conducting JAD sessions with different business units and application development team.

• Gathered and documented business requirements from users, stakeholders and business managers by conducting interviews using Rational Requisite Pro.

• Developed business requirements in Use Cases, Activity, Sequence diagrams, OOD using Rational Rose and Visio.

• Developed prototype/mockups of new information processing application module.

• Involved in designing the front-end using web technology (HTML, CSS, and Struts).

• Developed the web services to collect the data values from the backend to display in the User Interface.

• Used JDBC to access Database and developed SQL queries.

• Involved in Change Control procedures using Clear Quest and reports to track process of repairs and determine the current quality of the application.

• Involved in Integration, System testing and Experience in conducting User Acceptance Testing (UAT).

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