SUMMARY

• Experienced in the areas of Salesforce/Marketing Business Analysis, CRM Analyst, Product Analyst, Process Analysis & System Analysis.
• Strong experience in gathering requirements, interviewing senior level company officials to gather requirements for documenting project functional specification.
• Good experience with all the software testing tools in the market.
• Experienced in software development process including Software Development Life Cycle (SDLC), RUP’s Iterative System
• Development Life Cycle process, implementing Rational Unified Process (RUP) in all four phases of a project inception, elaboration, construction and transition.
• Good experience in working as UI Designer for several projects and hands on with Adobe, Macromedia and Corel Suite and 3D Studio Max AND Maya.
• Expertise in providing end user process knowledge and a proven design.
• Experienced in capturing data requirements, data analysis and data mapping for vendor feeds and databases.
• Experience in working with technical teams to identify and document Non - Functional Requirements (NFR).
• Extensive knowledge of APEX and Visual Force for hands on implementation and trouble shooting
• Provided customer with best practice solutions as related to Salesforce.com and CRM.
• Strong organizational and presentations skills, thorough knowledge of Salesforce.com and CRM tools.
• Experienced in web based e-commerce / e-Business solutions.
• Experienced creating requirements specifically for complex digital marketing assets.
• Experienced in working on DAM, MAM and CMS.
• Experience in maintaining and managing the content management system in ecommerce platforms such as ATG ecommerce, IBM WebSphere and Magento.
• Good experience in writing test scripts and technical specification documents and working on application’s input/output data definitions.
• Experienced in analytical, methodical and resourceful approach to problem solving, identifying root causes and corrective actions to meet short and long-term business, financial and system requirements.
• Good experience in using MS Excel Spreadsheet, PowerPoint, MS Visio and MS Projects.
• Experienced in setting exit criteria for SDLC models to ensure quality and facilitating JAD (Joint Application Design) sessions.
• Good experience in developing surveys and interview questionnaires for interviewees and selecting the target population segment.
• Experienced in creating and maintaining requirements definition documents that included business requirements and functional requirements.
• Expertise in developing use case diagrams, sequence diagrams, state chart diagrams and class diagrams.
• Extensive knowledge on Digital development life cycle.
• Expertise in creating and analyzing data flow diagrams and entity relationship diagrams.
• Extensive experience in using UML/RUP for modeling views in Microsoft Visio.
• Good knowledge of project management skills such as time estimation, task identification and scope management.
• Excellent written and verbal skills with optimum use of documentation to avoid any form of miscommunication or misinterpretation during entire software development process.

TECHNICAL SKILLS

Testing Tools: WinRunner, LoadRunner, QTP and Rational Team.

Bug Reporting Tools: Mercury Quality Center, Test Director, Rational ClearQuest and Bugzilla.

Other QA Tools: HTTP Analyzer, SOAP-UI, WebLogic, Symantec i3 and Core First.

Operating Systems: Windows XP/2000/Vista and UNIX.

Web Technologies: XML, HTML and IIS.

Databases: MS Access, MS SQL Server and Oracle.

Graphics: Macromedia Flash, Macromedia Dreamweaver, Adobe Photoshop, Adobe Premier, Adobe After Effects, Corel Draw, 3D Studio Max, 3D Bryce and 3D Poser.

Project Management Tools: MS Office and MS Project.

Methodologies: RUP-Rational Unified Process, UML, Waterfall and Incremental.

Design Tools: Rational Rose, UML, MS Visio and Rational Requisite Pro.

PROFESSIONAL EXPERIENCE

Confidential, NYC - NY

CRM Salesforce Analyst

Responsibilities:

• Analysis of Business Requirement documents, Functional Requirements documents, mock ups and Process flow diagrams
• Assisted group sales department and managed with groups.
• Aided development in Salesforce and handled processes of import file updates
• Organized formal reviews with the Project Manager to understand the project and on that basis provide Estimates and a draft of Test Plan for testing
• Prepared Business Requirement documents and communicated with client for a sign-off or changes to the document
• Involved in Elicit stakeholder needs, Preparing BRD based on requirements for implementing whole system, Developed business case and define business requirements & solution scope (features).
• Developed data warehouse capabilities to connect siloed information to provide the ability for internal team members to make marketing and sales decisions
• Supported of functional business owners salesforce.com (Service Cloud).
• Prepared UAT test cases and testing estimates.
• Worked effectively with internal Oracle apps team, as well as offshore technical partners.
• Prepared documents for Standard Changes, bringing best practices into the forefront of implementations while reducing risk and human/process errors
• Gained knowledge of Increased productivity and project control, Social network sharing, Multiple marketing strategies and secured Data base with help of CRM
• Recognized SF.com usage problems and crafted solutions.
• Used Documentum for the management of document content and attributes such as check-in, check-out, workflow, and version management.
• Created new work flows for the change management process and enforced policies and strategies.
• Familiar with Documentum Query Language (DQL), an extended SQL dialect to query Documentum data.
• Coordinated in staff meetings to understand the business.
• Coordinated UAT sessions and served as a point of contact for over 10 UAT’s.
• Assisted Project Manager along with Clients in UAT to log any issues or help/guide in any testing efforts
• Performed Gap Analysis of existing system to identify drawbacks, bottlenecks and improvements
• Facilitated meetings for Requirements Gathering and prepared Use Cases, Process Flow Diagrams
• Helped and trained new QA to prepare Test Plan, Test Strategy documents and Test Cases as per project schedule; level of testing detail was dependent on delivery timeline.
• Followed agile development life cycle throughout the project.
• Integrated Requirements Traceability Matrix in the Test Scenarios and Test Cases for tracking purposes
• Creating/Modifying XML files to generate Test Scenarios for back end testing
• Handled support work for group sales team.
• Assisting Project manager to prepare Business Process Diagrams using the BPMN Standards
• Performed Maintenance testing for clients that needed changes in Production Environment
• Maintained user roles and coached fresh end users.
• Handled system metrics to track trends.
• Prepared Daily and Weekly status reports by summarizing activities, goals achieved, tasks outstanding, test case coverage by percentage, defects open vs. resolved/closed

Confidential, Detroit, MI

Digital Business Analyst

Responsibilities:

• Reported: run reports, analyze, and synthesize web analytics including web traffic, email delivery, online search and display performance.
• Analyzed web acquisition strategies: PPC, SEO, e-mail marketing, SEM, print, Goggle AdWords, etc.
• Evaluated results/ROI/CPA and make recommendations.
• Coordinated closely with Product/Content Managers, Business Owners to gather/define Business/Functional Requirements, Business Rules, and finally documented them in Business Requirements Document (BRD).
• Created screen/UI mockups of provider system screens, an example of a final product that is for viewing only, not executable.
• Responsible for performing administrative functions in Salesforce CRM such as create/modify pick lists and lookup fields.
• Worked closely with design agencies to receive Wireframes and Process Flows
• Analyzed focus on outcomes (revenue, leads, conversion rate, etc.).
• Contributed to and review Digital artifacts for quality and adherence to Digital standards, such as process simplification for responsive web design and mobile first.
• Quickly understands the business issues and information challenges of client's organization and industry.
• Identifies client organization's strengths and weaknesses and suggests areas of improvement.
• Creates requirements, specifications, business processes and recommendations related to proposed solution.
• Provided analytical, technical, and project leader expertise in the implementation digital marketing solutions.
• Coordinated email marketing and implement recommendations in order to generate conversions.
• Provided desired digital experience and insights to influence the overall customer experience
• Analyzed customers experience and behavior using clickstream and event data.
• Identified A/B testing opportunities and multi-variant testing techniques to analyze the campaign’s performance and optimization.
• Provided PM/Digital PM/Digital Business Manager with status to be included in consolidated Development Center (DC) status. Escalate digital standard exceptions.
• Escalated feedback and issues relative to the application of the high-level design / standards and detailed designed to the Business Manager.
• Responsible for cross-project communication with other project leads.
• Provided Digital non-functional requirements to projects.
• Partners with Customer Experiencing Monitoring (CEM) team to ensure accuracy of usability test plan content and to ensure plan execution.
• Lead 5 UAT sessions for CRM and Sales force integration modules.
• Documented small-to-medium sized CRM based projects details.
• Reviewed results of testing (Usability Test, Acceptance Test, Unit Test, Performance and Regression Test, Systems Test) and defines business volume metrics.
• Identified segmentation and targeted marketing opportunities within existing customer base and leads.
• Kept management and team members informed about progress, daily activities, and technical issues.
• Established working relationships as needed to perform all responsibilities and duties.
• Stayed informed of latest industry trends and news.

Confidential, Orlando, FL

Marketing Business Analyst

Responsibilities:

• Serve as a liaison between business and technology department to deploy and configure DAM - Digital Asset Management System to company’s requirement.
• Enhance communication lines between executives, managers and peers and perform requirements gathering and system analysis to provide visibility to corporate customers.
• Design and develop scenarios based on business requirements and prepare detailed business document.
• Support initial build, enhancement and production operations of Esprit Application and Media Framework.
• Gathered requirement for global CRM system functionality.
• Interacted with NDOT CRM software which makes workforce agile with swift communication and on-demand information serving the sales and marketing team to maximize performance.
• Work and create process flows for Brand asset management system, with a focus on facilitation of content re-use within their organization - product imagery, logos, marketing collateral or fonts.
• Work and create process flows for Library asset management system, with a focus on storage and retrieval of large amounts of infrequently changing media assets - in video or photo archiving.
• Work with a team to make sure correct journal entries is made.
• Manage migration of customer user data into system.
• Assist clients in generating reports and data interchanges by providing SQL queries, and table information.
• Meet with client groups to determine user requirements and goals, thus converting user requirements into business requirements and user and functional specifications.
• Create mockups of UI designs and page components that optimize different site objectives.
• Review interface designs with cross functional program team and align UI design requirements from Planning, Product Marketing and Support.
• Conduct specification reviews and walkthroughs with Designers, Developers and stakeholders.
• Prepare need analysis documents of requirements gathered through JAD sessions and individual elicitation sessions with different IT Group Department Managers and refined requirements.
• Conduct user interviews and facilitate Joint Requirement Planning (JRP) to reduce Scope Creep and document analysis in requirements elicitation.
• Involve in digital order management.
• Conduct user acceptance testing using test cases given by client before releasing applications.
• Ensure effective operations by identifying, evaluating and coordinating development of system enhancements for meeting requirements of end users.
• Involve in project meetings and independent verifications.
• Interact with other teams through walkthroughs, teleconferences and meetings to resolve various issues.
• Work as an in charge of team gathering requirements for reports and building mock up reports.
• Use MS Visio to draw diagrams required in development efforts.
• Conduct JAD sessions to allow different stakeholders to communicate their perspectives with each other, resolve any issues and come to an agreement quickly.
• Analyze gaps in database and provide feedback to DBA and Developers.
• Use reporting services to build operational and management reports.
• Upload tested reports in Report Manager after successful testing.
• Assist Project manager to review the success of the project based upon quality deliverables, meeting project time frames, and achieving a high degree of customer satisfaction.
• Work with Project Manager on various project management activities like resource planning, resource request, keeping track of project status, deadlines, issues, environment request and compliance issues.

Confidential, Sacramento, CA

Business System Analyst

Responsibilities:

• Involved in understanding current business process, defining scope of project for creating web tool for Confidential customers.
• Studied every aspect of client’s user experience, putting users’ needs and expectations first to build a world-class user experience for client.
• Created business use case, functional (FRS) and technical specifications for system.
• Created use-case scenarios and storyboards in MS Word and MS PowerPoint for better visualization of the application.
• Performed database scripting to enter information in database for various dealers and vendors.
• Analyzed business requirements, to add some controls to website to restrict the transactions to get to authorization point as per suggestions of business heads.
• Sent out surveys to people who were affected and conducted requirement gathering finding out when and how the fraud was done.
• Partnered with VeriSign, (using Secure Server IDs and Secure Sockets Layer (SSL) technology) to ensure that personal information is not viewed if it is intercepted by unauthorized parties.
• Created mockups for web UI design, including screen layouts, information design, utilizing understanding of color and typography.
• Created activity diagrams and sequence diagrams for process flow to define how 128 bit SSL certificates authenticate with parent website, before any sale.
• Used RUP to design and customized amount filters, where threshold was set a little higher than average order.
• If any high value order was placed, it was held for manual review, and was verified with the buyer and was later approved or declined as appropriate.
• Developed a prototype of new information processing application.
• Followed UML based methods using MS Visio to create use case diagrams.
• Coordinated and created work breakdown structure along with Project Manager and client using Microsoft Project.
• Utilized technical flow charts, network diagrams and Gantt charts to effectively map and manage critical paths and bottlenecks in conjunction with project tracking reports and project data sheets for senior management.
• Assisted Data Architect to understand business requirements to create database models and resolve the data migration issues.
• Created and analyzed software requirements specification using RUP process methodology.
• Provided full project life cycle flowcharting and analysis.
• Organized and managed meetings between clients, third party vendors, development teams and analysts on a scheduled basis.
• Provided regular verbal and written status reports to IT management and business community; published meeting minutes and maintained project plans.
• Performed Batch and real time system interface testing to see the data was transferred using XML.
• Worked with development team to ensure that external XML files were being mass uploaded into data content of HTML sites, which would help dealers to upload subscriber’s information.
• Provided support to testing team through test phase of SDLC.
• Facilitated meetings among change management, problem management and other relevant teams to discuss the impact of changes, problem tickets and prepare project milestone plans.
• Worked on development and changes for the look and feel of web application and performed user acceptance testing for errors.

Confidential, Silver Spring, MD

Marketing Business Analyst

Responsibilities:

• Acted as a liaison between project group and operations group.
• Helped design scope document and request for proposal after extensive analysis and coordinated with top management for the approval process.
• Analyzed consumer surveys and gave technical inputs in business meetings.
• Involved in the meeting with business process owners, SME (Subject Matter Experts) and marketing team for requirements gathering in definition stage.
• Facilitated customer in defining high-level functional requirements and needs.
• Gathered requirements, develop process model and detailed business policies and modified business requirement document.
• Strong UI design, information design and problem-solving skills.
• Created and documented UI solutions, wireframes, process flows and screen layouts.
• Performed business process documentation and modeling.
• Responsibilities in product direction, including new platform, architecture enhancements and customizations.
• Used Mercury Quality Center and Bugzilla to track, analyze and document defects.
• Assisted in developing entity classes, use case diagrams, sequence diagrams, object collaboration diagrams to provide development team a view of requirements for construction phase activity.
• Worked with the team to initiate use case analysis using UML.
• Analyzed and optimized process.
• Prepared business requirement document and converted business requirements into functional requirements specification and technical specification using Rational Requisite Pro.
• Scoped out new functionalities and came up with time and effort estimates for the same.
• Participated in various meetings and discussed enhancement and modification request issues.
• Involved in weekly walkthroughs and inspection meetings to verify status of testing effort and project as a whole.
• Analyzed and documented the pros and cons of project using SWOT analysis.

Confidential, Binghamton, NY

Business System Analyst

Responsibilities:

• Authored Systems Requirement Specification (SRS), Use case, System Requirement Change Request, and Data Dictionary along with the technical staff and developers.
• Created Layer One Telecom Troubleshooting Scripts.
• Worked with NOC (Network Operations Center) team to understand the Network Architecture.
• Conducted JAD sessions with the management, vendors, users and other stakeholders for open and pending issues to develop specifications.
• Assisted in development and execution of overall web and mobile strategy.
• Communicated and provided documentation of UX standards to outside agencies and contractors as needed.
• Explore new technology, design best practices and overall web standards to create solution, solve problems and set UX standards.
• Created Customer Profile at customer site level using API.
• Analyzing and documenting Release Management Plan, documenting new JIRA requirements in line with our communication needs between two remote businesses.
• Installed and maintained Confluence and JIRA for project documentation and issue tracking and evangelized the tools such that they are now used throughout the University Technology Office.
• Established workflows and customized JIRA for managing project-related issues and processes.
• Performed a complete GAP Analysis to identify problems and inconsistencies with the business requirements specification and the existing system
• Assisted in developing and shaping solutions for clients (web sites, web-based applications, etc.) that solve tangible business problems
• Designed REST APIs that allow sophisticated, effective and low cost application integration.
• Defined and documented business requirements, business process flows and diagrams
• Researched and prioritized user requirements and functional requirements
• Facilitated client decision-making at levels (informal working sessions, formal reviews, etc.)
• Documented and revised functional requirements and specifications
• Created use cases using standard modeling formats (such as UML)
• Provided review and input into other deliverables as appropriate (e.g. page schematics or interaction designs)
• Map functionality to system components and develop system test plans and test scripts
• Managed testing processes and teams
• Interacted with the developers to explain the proposed changes and understand the system requirements to handle these changes.
• Translating user requirements into technical specifications and mapping the process design, work flows for SDLC with documenting and managing business requirements.
• Analyzed and evaluated the performance of the application from various dimensions and conducted UAT’s for successful implementation made sure that all the requirements were met.
• Assisted the PM in coordinating all aspects of projects such as initiation, planning including budgeting, scheduling, task assignment and tracking, change Management, status reporting and risk management.
• Utilized technical flow charts, Network Diagrams and Gantt Charts to effectively map and manage critical paths and bottlenecks in conjunction with Project Tracking Reports and Project Data Sheets for Senior Management.
• Worked with developers to make sure that they understand the Use Cases.
• Prepared test data for positive and negative test scenarios as per application specifications and application requirements and wrote test plans.
• Carried out regular meetings and walkthrough with development team members, Project Manager and Quality analyst to better understand system functionality in order to improve quality.

Confidential, Fort Worth, TX

Business Analyst

Responsibilities:

• Involved in review of requirements with Functional Manager and Technical Specialists of applications.
• Acted as liaison between corporate business clients, HR management and technical team.
• Gathered business requirements for project by interacting with clients, formulate business specifications and translated them into application functionality.
• Conducted JAD Sessions to understand integrity of initial requirement.
• Created business specifications with the help of UML diagrams.
• Prepared use cases, process diagrams and sequential diagrams with detailed screen layouts.
• Worked as a UI Designer and developed user flow models, product maps, interaction concept sketches, wire-frames, mockups and testing prototypes.
• Promoted design principles and methods while also understanding business needs and goals.
• Documented business analysis in high level and low level requirements.
• Responsible for creating new views as per requirements.
• Assisted in gathering and defining business rules to allow accurate processing of corporate actions, cash receivables and vendor information.
• Responsible for modifying all the required views as per user requirements.
• Maintained documents in MS Projects to keep a track of updates of various phases of projects.
• Created test plans as per business and technical requirements.
• Maintained Traceability Matrix and Test Matrix and participated in weekly meetings and walkthroughs.
• Worked with Finance and IT department to operate across functions and worked with resources external to project team and developed functional requirements and specifications.
• Provided written status reports to IT management and business community.
• Published meeting minutes, maintained project plans and prepared spreadsheets for project reviews.