SUMMARY:

• Over 7+ years of Professional Experience as senior Business Analyst with strong knowledge of Telecom industry.
• Extensive experience in analyzing and requirements gathering and writing system functional specifications including use cases.
• Strong understanding of project life cycle and SDLC methodologies including RUP, RAD, Waterfall and Agile.
• Extensive experience with Speech works IVR, Call center, call flow and call routing mechanisms.
• Used Query Analyser, Execution Plan to optimize SQL Queries.
• Proficient with SQL 2005 Business Intelligence tools, Data Warehousing, Data modeling, Dimensional Modeling and ETL processes.
• Expertise in UML (class diagrams, object diagrams, GAP Analysis, use case diagrams, state diagrams, sequence diagrams, activity diagrams, and collaboration diagrams) as a business analysis methodology for application functionality designs using IBM’s Rational Rose.
• Solid understanding of Business Process definition, Risk Analysis and SDLC methodologies.
• Actively participate in investigating and adjusting time sensitive transactions in delayed billing by utilizing Oracle software CC&B (Customer Care and Billing).
• Strong technical knowledge with databases, data marts, data warehousing and reporting tools (Micro strategy).
• Design and review of various documents including the Software Requirement Specifications (SRS), Business requirements document (BRD), Use Case Specifications, Functional Specifications (FSD), Systems Design Specification (SDS), Requirement Traceability Matrix (RTM) and testing documents
• Extensive experience working in back end tester by writing SQL Queries and PL/SQL scripts on large data warehouse systems involving Terabytes worth of data.
• Effective in executing multiple tasks and assignments ahead of schedule. Created and maintained effective budgets.

TECHNICAL SKILLS:

Software/Hardware: RUP,SDLC, Agile, Waterfall, QA, MS Access, SQL Server, MySQL, PL/SQL, Oracle DBA, Java, Windows 98/2000/XP, basic UNIX, HTML, basic DHTML, basic XML, MS Office Suite - Excel Macros, MS Project, MS Visio, Adobe Photoshop,Rational Rose, Clear Quest, Requisite Pro, various NIKU products, Intermediate level-Visual Basic

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Sr.Business Analyst

Responsibilities:

• Experience in creating design documentation related to system specifications including user interface (UI), security and control, performance requirements and data conversion.
• Gathered Business and Functional Requirements and generated Use Case, Test Cases.
• Actively involved in the entire Software Development Life Cycle (SDLC) Process.
• Responsible to conduct Peer Reviews for all the Interface Agreements and the BRD’s.
• Employed the Basis of Estimate process to provide efficiencies in integrating 3rd party applications with the existing system.
• Configured the Data mapping between Oracle and SQL Server 2005.
• Used Agile SCRUM SDLC methodologies for project Implementation .
• Developed IVR application for delivery notification of customers shipping information via out going phone calls, including carrier name, tracking info also allowing an escape to customer service use a follow the sun timing program as to deliver the info at an appropriate time.
• Provide analytical and technical support, creating tickets and understanding business requirements and analytical reports on process improvement.
• Involved in creating a UI flow for Disability Insurance used for operation center from the Legacy application to web based application
• Reporting front-end user interface (UI) bugs via JIRA, experience with Confidential, and SDLC
• Create technical design documentation for the data models, data flow control process, metadata management.
• Learn and apply business function as related to new billing system-Customer Care and Billing (CCB)
• Created wireframe mockups and served as local liaison point during the completion of the user interface (UI) design and as a point of continuity through the build, test and roll-out phases of assigned projects
• Responsible to lead the customer complain team to analyze all customer complaints related to the customer Care team and find root of cause and provide corrective actions.
• Implemented first of its kind telecom billing software solution. Resulted in opening the market for other telecom.
• Created detailed Business requirements documents for Billing and commission calculation tools of client based application and web based Billing application.
• Developed and designed business intelligence reporting, and applied custom SQL coding in HTML/HTML5
• Incorporated Rational Unified Process (RUP) to create Business Requirement Document Specifications using MS Visio and MS Word.
• Developed web applications and web pages using action script, css, html, html5, Illustrator and wordpress.
• Designed and implemented basic SQL queries for QA Testing and Report / Data Validation.
• Responsible for assisting clients in resolving various network and systems management problems using ITIL.
• Assisted in development of materials for new technology and process improvements

Environment: ITIL, HTML5, Oracle, RUP, Express One,IT UP, PRISM, UML, SQL, MS-Office, MS Project, MS Visio.

Confidential, Overland Park, KS

Business Analyst

Responsibilities:

• Experience in creating design documentation related to system specifications including user interfaces, security and control, performance requirements and data conversion.
• Gathered Business and Functional Requirements and generated Use Case, Test Cases.
• Responsible to conduct Peer Reviews for all the Interface Agreements and the BRD’s.
• Created the SQL scripts for demonstrating the prototypes and for verifying the result sets.
• Used Agile SCRUM SDLC methodologies for project Implementation .
• Developed IVR application for delivery notification of customers shipping information via out going phone calls, including carrier name, tracking info also allowing an escape to customer service use a follow the sun timing program as to deliver the info at an appropriate time.
• Data mapping, logical data modeling, created class diagrams and ER diagrams and used SQL queries to filter data within the Oracle database
• Create technical design documentation for the data models, data flow control process, metadata management.
• Strong Analytical and thinking skills; ability to closely listen, synthesize and create the best solution to the issues.
• Learn and apply business function as related to new billing system-Customer Care and Billing (CCB)
• Designed the User Interface (UI) prototype for the customer information system based on the Business and Functional Requirements.
• Responsible to lead the customer complain team to analyze all customer complaints related to the customer Care team and find root of cause and provide corrective actions.
• Designed User Interface (UI) screens for company intranet application site.
• Implemented first of its kind telecom billing software solution. Resulted in opening the market for other telecom.
• Created detailed Business requirements documents for Billing and commission calculation tools of client based application and web based Billing application.
• Develop profitable relationships by implementing customer care system, improving services to guests.
• Managed the production and writing of specifications for Customer Care reports and enhancement feeds for order processing.
• Developed and designed business intelligence reporting, and applied custom SQL coding in HTML/HTML5
• Incorporated Rational Unified Process (RUP) to create Business Requirement Document Specifications using MS Visio and MS Word.
• Developed web applications and web pages using action script, css, html, html5, Illustrator and wordpress.
• Designed and implemented basic SQL queries for QA Testing and Report / Data Validation.
• Responsible for assisting clients in resolving various network and systems management problems using ITIL.
• Assisted in development of materials for new technology and process improvements

Environment: ITIL, HTML5, Oracle, RUP, Express One, SOA, IT UP, PRISM, UML, SQL, MS-Office, MS Project, MS Visio.

Confidential, Monroe, LA

Business Analyst

Responsibilities:

• Facilitated JAD sessions, introduced use cases into application development methodology and created client approval process for project methodology.
• Use guidelines and artifacts of the RUP to strategize the implementations in different phases of SDLC.
• Designed business requirements collection approach based on the project scope and SDLC methodology.
• Extracted data thru SQL queries and created extractsto XLS format to determine plan code exposures, age of majority and business rules .
• Directed/Instructed/Maintained all call Center activities via consolidated reports from technical and managerial staff.
• Responsible for time study used to determine staffing needs of specialized Customer Care and Call Center team.
• Initiated multiple technology requests to create a better experience for Customer Care agents and customers
• Using analytical tools, reports and Key Performance Indicators to monitor operational performance.
• Perform requirements gathering, analysis, and process and data flow diagramming for simple processes of low complexity.
• Used Query Analyzer, Execution Plan to optimize SQL Queries.
• Worked closely with SMEs, business and development team for business Requirement and functional specification documents
• Created a Scope Diagram for the project that would depict the basicsystemarchitecture.
• Plan, schedule, initiate, and follow up with quality engineering procedures to improve and maintain product quality
• Carry out SQL queries to analyze the data in collaboration with DB team during data mapping, warehousing,
• Involved in User Interface (UI) analysis with the business team to validate accuracy of the enhancements being developed
• Carried out queries from customer data base using SQL, data mapping, field mapping, data integration and sorted extracts as per insurance application status, age, gender, time services.
• Web Services testing using SOA tool and make sure all web services are up and running and communicating with other machines.
• Implemented custom data collection systems. Systems allowed Cingular to move all online and IVR data collection in-house.
• Develop process documentation and work flow for Wholesale Billing Platforms.
• Documented the Use Cases and prepared the Use Case, Activity, Logical, Component and Deployment views using MS Visio and Rational Rose for a clear understanding of the requirements by the development team. Coordinated with testers in using Rational ClearQuest for defect tracking
• Reviewed Integration Test Plan for integration between modules.
• Documented project processes and procedures and version controlled them using Rational ClearCase

Environment: Rational Rose, Test Director, UAT, RUP, UML,HTML, MS Office, MS-Project, MS Visio, Oracle, SQL, PL/SQL, UNIX.

Confidential, Charlotte, NC

Business Analyst

Responsibilities:

• Wrote user requirements specification (URS) and Functional requirements specification (FRS) Documents as per the Business requirements and process flow.
• Used SDLC (System Development Life Cycle) methodologies like the RUP and the waterfall.
• Provided documentation such as requirements management plans, functional requirements, test plans and test cases.
• Created HTML emails for distribution of internal reports
• Performed Data mapping, logical data modeling, created class diagrams and ER diagrams and used SQL queries to filter data within the Oracle database
• Developed Data Flow, Work Flow, Process Flow, and Entity Relationship Diagrams in MS Visio, and analyzed them to create AS IS and TO BE scenarios.
• Established accommodating payment plans and settlements for private billing customers.
• Interfaced between Business new product builders and System platform builders.
• Worked with systems area to translate business needs into system requirements.
• Made sure the test cases and test process guarantee accountability to business and systems requirements.
• Involved in the testing phase right from the Unit testing to the User Acceptance testing.
• Use Cases and other Process Flow Models were designed using Visio and Rational Rose.

Environment: Rational Rose and Requisite Pro, Omniture, MS Visio, MS Project, UML, RUM, technology, Rational Clear Quest, Rational Clear Case, RUP,Agile, Business Objects, Mainframe, Microsoft Excel, Microsoft Word, Microsoft Power Point.

Confidential, Richmond, VA

Business Analyst

Responsibilities:

• Documented the user requirements Analyzed and prioritized them and converted them as system requirements that must be included while developing the software.
• Working with clients to better understand their needs and present solutions using structured SDLC approach.
• Gathered user and business requirements through open-ended discussions, brainstorming sessions and role-playing.
• Skilled in creating Project Documentation-Process flows, Use Cases, Implementation Plans, Test Plans, etc.
• Duties included identifying and documenting business/system requirements, managing vendor deliverables and timelines, managing internal timelines across multiple functional areas, reporting status to PMO and Executive Steering Committee, creating call center policies and procedures, and developing materials for call center agents.
• Configured the Data mapping between Oracle and SQL Server 2005.
• Developed and implemented policies for post-production issues management.
• Met with client groups to determine requirements and goals. Utilized Rational Unified Process (RUP) to configure and develop process, standards, and procedures and create a Business requirement Document.
• Tracked change requests and monitored workload and schedule.
• Facilitated JAD sessions with management, development team, users and other stakeholders to refine functional requirements.
• Created the SQL scripts for demonstrating the prototypes and for verifying the result sets
• Implemented VoIP and IVR technology between corporate officess and converted contact centers.
• Identified various frequently used modules with in the application as well as the peak user volume for load testing purposes.
• Analyzed the test results from QA teams using Performance Studio Analysis to create various scenarios.

Environment: Java, Windows 2000 Advanced Server, UNIX / Oracle Platform, Business Objects, MS Visio, RUP, Agile, Rational Rose 2002.