SUMMARY:
Business Analyst with over 7 years of experience in the Health Care Industry.

• Experienced in system development life cycle (SDLC) development, involved in all phases of development from Conception, Requirements gathering, Design, Deployment and Maintenance. Also adroit in Business Case development along with defining strategic solutions in business needs.
• Proven success as a Business Analyst through the year, with a strong track record of achieving outstanding results on time under firm deadlines.
• Extensive experience in Configuration Management of Commercial off the shelf (COTS) applications inclusive of RightNow Technologies and Kana Email Support.
• Proficient in planning, scheduling, and assigning tasks and activities.
• Proven performer with strong leadership, analytical thinking, problem solving and communication skills.
• Worked as a liaison between various groups and have researched, analyzed and gathered requirements using techniques such as interviews and documentation Business Sponsors/ Various Stakeholders and end users, facilitation Joint Application Design (JAD)/ Joint Application Requirement (JAR) sessions with developers and business units, and brainstorming sessions.
• Worked as a primary liaison between the business and I.T
• Strong experience in RUP Business modeling process.
• Good knowledge of HIPAA and related industry standards.
• Solid Experience in developing Scope/Vision Documentation and Project Plan.
• Expertise in preparing User Requirement Analysis, Enterprise Analysis, Functional Specifications, Test Plans, Process Modeling using UML, Work Stream Questionnaires, Project Schedules, Functional Requirement document, Requirement Traceability Matrix (RTM) and GAP Analysis under stringent quality conditions, Business Requirement Documents/ Business Rules Documents( BRD), Process Flow documents, Wireframes, Use Case Inventories/ Use Case Models, Error/Bug tracking documents, UAT cheat sheets.
• Design and review of various documents including the Software Requirement Specifications (SRS), Business requirements document (BRD), Use Case Specifications, Functional Specifications documents (FSD), Systems Design Specification (SDS), Requirement Traceability Matrix (RTM) and testing documents
• Highly effective management and organizational skills with ability to prioritize
• Worked as a liaison between various groups and have reached, analyzed and gathered requirements using techniques such as interviews and documentation.
• Highly motivated team player with excellent Interpersonal and Customer Relationship Skills, Proven Communication, Organizational, Analytical and Presentation Skills.
• Creative and aggressive self-starter with integrative thinking skills, capable of forming and maintaining positive and productive working relationships in internal, external, independent and team environments.Expert in User Interface designing and creating screenshots, along with proficiency in using Microsoft Office Suite inclusive of MS Project and Visio.

Areas of Expertise:

• Software Development Life Cycle (SDLC)
• Requirements Analysis & Management
• Project Management Framework
• Test Management
• Customer / Stakeholder Communications
• Data Flow / Work Flow Diagrams
• Onsite & Offshore Team Leadership
• User Stories / Use Case Writing
• Web-based Applications & Systems
• Agile development/RUP/SCRUM

EDUCATION:
MBA
Bachelor of Commerce

EXPERIENCE:

Confidential,NEW YORK, NYJun 2010 - Present
Business Analyst
Established in 1993, Healthfirst is a not-for-profit managed care organization that provides high-quality healthcare coverage to individuals and families living inNew York and New Jersey. Healthfirst offers a variety of government-sponsored health insurance programs, including New York State\'s Child Health Plus,

Confidential, Medicaid, and Medicare.
Description:
Keyresponsibilities include the Design and Implementation of a new Call Center ACD. Modeled and documented existing call center structure and new IVR system which was used to check eligibility, primary physician information and historical claims data. Established inbound call center logic according to process flow diagram. Actively participated in interface redesign of OnContact CRM application in order to reduce over call handled time and reduce ineffectiveness which aroused from multiple CRM applications. Developed and configured Crystal Reports to develop a management dashboard. Worked in deploying and configuration management of a COTS software for Email Support functionality. Acted as a Department lead for all software applications used by the Call Center.
Responsibilities:

• Budgeted/Forecasted call volumes for each year and accordingly determined the staffing needs for the annual budget.
• Worked with Senior Leadership team to determine Key Performance Indicators to report to Executive team.
• Worked on developing Requirements, Managed RFP process, set-up and Deployed COTS application for our Email Support functionality.
• Managed implementation for the Vendor selected which was KANA Email Support.
• Acted as SME, Configuration Manager, and Account Manager for KANA.
• Developed and Analyzed Crystal Reports for routine and adhoc analysis
• Responsible for developing monthly departmental reports used in monthly/quarterly/annual executive staff meetings
• Involved in the documentation and design of contact center call control tables using ASPECT architect
• Involved in the identification and documentation of business requirements, suggested business priorities, and advised business on options, risks, and costs vs. benefits
• Performed User administration with complete ASPECT Management Suite.
• Acted as a link between IT and business end-users and analyze business needs and review/produce specifications for any new/change to various business applications used by our ContactCenter.
• Conduct business process modeling and generated applicable scenarios for the technology functionality testing team.
• Utilized multiple DB tools (Access, Query Analyzer, and FoxPro) to perform analysis on Contact Center Performance.
• Demonstrate the whole system in the form of flowcharts and UML diagrams to provide a clear cut picture to the development and business team.
• Co-ordinated with the development team to get clarification of business change requests
• Facilitate operation of new functionality through training sessions, demos, and the development of appropriate documentation
• Recommended changes for system design, methods, procedures, policies and workflows affecting reporting standard for Medicare claims in compliance with government compliant processes.
• Created test scenarios for the testing team and then worked closely with the test team to develop system integration test scripts and ensure the testing results correspond to the business expectations
• Serve as a systems support liaison which involved monitoring systems and resolving errors and inefficiencies according to scope of authority and proficiency.
• Work with a pool of project managers and business analysts assigned to projects or enhancement work according to availability
• SME on in house CRM application (onContact) and Health care industry standard CRM - PowerMHS.

Environment: Aspect Contact Center Suite, MS SQL server, HTML, XML, Windows 2000/XP, MS Project, MS Office (Access, Excel, Word), Crystal Reports, SAS, Visual Basic

Confidential,Bristol, PAMay 2008-May 2010
Business Analyst
Founded in 1991 RXDN INCis a Mail-Order Houses company located in Bristol, Pennsylvania. It has been an independent provider of prescription service for the various employees' prescription benefit funds and administrations.
Description:
Worked on internal web based Pharmaceutical application used by Pharmacist to manage Pharma Operations and Prescription Dispersion. Tasked with leading effort to process engineer and develop a front end Graphical User Interface system which allowed end user prescription management. Presented User Interface mock ups to generate feedback and ensure user satisfaction and provide continuing assistance with all post-production defects or issues for HIPPA requirements. Deployed and managed Right Now Technologies (COTS) for Customer IncidentManagement.
Responsibilities:

• Responsible for leading multiple projects based on Waterfall methodologies to develop Pharma applications .Worked with various cross functional and off shore development teams.
• Managed deployment of COTS application RNT. Authored Business Requirements along with determining Data Mapping.
• Responsible for configuration management of application as new groups were on boarded.
• Directly involved in discussions with Engineers as well as Supply Chain Managers to conceptualize their needs and was also responsible for transforming conceptual ideas into functionality.
• Heavily focused on authoring Business Requirements, Functional Requirements, Use Cases and performing User Acceptance Testing on internal EPharm application.
• Provide Business Analysis and Process engineering expertise for our Mail order Pharmacy application
• Enhanced complex, large mainframe based applications and Web based systems for mail ordering services and claims processing.
• Worked on various projects involving adding new functionality to the web based pharmacy system, providing e-prescribing and Mainframe systems the requirements to enhance existing systems to align with new HIPAA D.0 rules.
• Liaised effectively between business owners, application end users, application engineers, and QA testers ensuring all requirements were clearly communicated, properly documented, developed in compliance with the BRD and exhaustively tested.
• Process Re-engineered our New Drug upload process along with updates to existing drugs within our application
• Spear headed development of a new User Interface which would allow our Business Unit to upload new drug attributes to our backend systems without a Change Control or System release allowing more Real Time updates.
• Developed Business Requirement Specification as well as high level project plan
• Acted with problem resolving skills and conducted JAD sessions to understand, document and translate the business requirements in the form of FRD to technology developers.
• Performed extensive Requirement Analysis and developed use cases and flow charts.
• Provided leadership, guidance and mentoring to members of onshore and offshore teams to perform system integration testing and process defects within testing environment.
• Played a key role in the planning, User Acceptance Testing (UAT) and Implementation of system enhancements and conversions.
• Responsible for ensuring all tasks were completed on schedule, adhering to firm project release deadlines, while at the same time maintaining the required quality standards.
• Responsible for preparing documents that ensured effective change management processes were complied with following design changes to functional requirements document (FRD).
• Responsible for leading and conducting training sessions on successful user story writing for product owners; evaluated user story documents for correctness and completeness.
• Analyze, gather and document requirements to enhance pharmacy operations and manage prescription efficiently to deliver profits for the company.

Environment: RUP, SDLC, SCRUM ,windows 95/98/XP, WindowsNT/2000/2003, Visio, MS office, SQL, HTML, Visual Basic 6.0, Adobe Photoshop, Adobe Illustrator

Confidential,Chicago, IL Oct 2005-April 2008
Business Analyst
Walgreen Company (Walgreen's) is a retail drugstore chain that sells prescription and non-prescription drugs and general merchandise. General merchandise includes, among other things, cosmetics, toiletries, food, beverages, household items and photofinishing. Customers can have prescriptions filled at the drugstore counter, as well as through the mail, by telephone and on the Internet. As of August 31, 2005, the Company operated 4,950 drugstores (including stores closed, as of August 31, 2005, due to Hurricane Katrina in the United States) located in 45 states and Puerto Rico.
Job Description:
Responsible for enhancements and maintenance of Patient focused authenticated portion of the website which provided a portal to patients which provided functionality inclusive of low cost alternatives to longer term medication, Prescription Drug information, side effects etc. Responsible for working to continually improve the Customer Experience along complete ownership of all website related Business Requirements. Worked with Customer Experience team in gathering customer suggestions and working towards prioritizing and implementing applicable changes.
Responsibilities:

• Worked with Customer Experience team in gathering customer suggestions and working towards prioritizing and implementing applicable changes.
• Interacted regularly with Supply Chain Managers and Operation experts to gather the functional requirements of the project.
• Conducted JAD sessions with project managers and supply chain professional to understand the detail functional requirements and implement into the system.
• Heavily focused on authoring Business Requirements, Functional Requirements, Use Cases and performing User Acceptance Testing on internal EPharm application
• Provide Business Analysis and Process engineering expertise for our Mail order Pharmacy application
• Enhanced complex, large mainframe based applications and Web based systems for mail ordering services and claims processing.
• Conducted Gap analysis and developed System Specifications document to define the impact of the new requirements on the existing system.
• Worked with the team on security features: web encryption, content management and authentication.
• Created test plans, scripts and facilitated user acceptance testing
• Involved in system enhancement programs from inception to end through all phases of the SDLC
• Held BRD/FRD reviews with all stakeholders to finalize and obtain sign off of all the requirements.
• Conducted testing in Development, Integration and QA requirements and provided sign off for the results of the test cases.
• Participated in weekly requirement review sessions that monitored new requirements as they came in.
• Worked with external vendors to obtain correct Drug information such as NDC, CGN and dosage etc.
• Monitored feedback items to check for potential issues and document them on a daily basis.
• Provided Analytical and problem solving activities for all MY Health Management related tasks to ensure that all reliability tickets are accurately resolved or correctly reassigned.
• Follow up on resolution of any open items or issues, especially related to reliability issues.
• Serve as a liaison between Development, QA and account teams to ensure appropriate solutions are reached.

Environment: Windows XP/2000, Rumba, Remedy Console, IBM Websphere, Compuware-Optimal trace, Adobe Professional, XML, Microsoft Office, Microsoft Visio, HTML, Netmeetings, SDLC Methodology.