Summary of Qualifications

• Over 20 years of proven success in IT and Business Project/Product Implementations in Sales Force Automation, Call Center, Field Services, Marketing, Telecommunication, Healthcare Insurance, Financial Services and Energy, and Retail industry, Web Development, Customer facing applications, Mobile Technology and a CRM Certified Consultant, with solid understanding of Business Requirements Gathering, Business Process-flow, Business Process Modeling, Dimension Modeling, Data Analysis, Data Mapping and Business Analysis.
• Highly experienced manager and leader that have developed and managed various high performing teams that ranges from Business Analysts, Operational Support, Process Re-engineering and retail from defining business requirements, to testing, implementation and support.
• Highly skilled and highly knowledgeable of various SDLC methodologies Waterfall, Agile -SCRUM, RAD, Iterative, JAD, Six Sigma from Initiation to Go-Live, Business Analysis Process BABOK, PMBOK, WBS, Process flows, Sequence Diagram, User Scenarios, Use Cases and excellent understanding of complex business systems and processes. Excellent Business writing skills in writing Business requirements document, USE Case Specifications, Functional Specifications, Systems Design Specification SDS , Systems Requirements Specification SRS , and Workflows.
• Extensive experience in data analysis, Master data management MDM , Web Analytics, User Experiences, and UI design, Wireframes, Mockscreens, ETL techniques, understanding database structures, Unified Modeling Language UML diagrams and Data-flow Diagrams DFD for process mapping using UML tool such as Microsoft Visio and Rational Rose expertise in Graphical User Interface GUI Testing, Functional Testing, Performance Testing, User Acceptance Testing UAT , Unit Testing, Integration Testing, Stress/ Load Testing, SWOT analysis, Cost benefit analysis, Risk Analysis and ROI analysis.
• Excellent Project Management skills project coordination, scheduling, monitoring, budget management resource management, Vendor Contract negotiations, RFI/RFP process highly knowledgeable of various solution delivery mechanisms SOA, SaaS, SDK and cloud based technologies, experienced in utilizing Business Object/ Business Intelligence tools for reporting purpose.
• Strong skills in budgeting and operating controls, as well as resource planning and capacity management.
• Skilled coalition builder, motivator, leader with excellent analytical, problem-solving, decision-making skills, and people skills, quick learner, self-motivator and initiator, and functions extremely well in a challenging environment.
• Excellent verbal, oral, written communication skills facilitative and presentation skills.

Areas of Expertise

Professional Experience

Role:Business Analyst

Environment:Highly Challenging, Fast Paced, Matrix/PMO organizational structure, Cross functional teams onsite and offsite International and projects that impact business and technology systems Operational Support Systems, Back-office operational Systems, Front End Applications, Web Applications, eCommerce, Service Assurance Tools and Process, Resource Management Tools, Excel, OBIEE, Reporting Tools, Identity Management Systems, Order Mgmt and Billing Systems, Infrastructure/Network Systems,

Accomplishments:

• Recruited, developed and managed a team of 10 25 onsite and offsite high performing business analysis team that worked on 3 key strategic initiatives projects between 2013 -2014 Email Platform Replacement, Data Usage, All Digital with budgets that ranged from 30M 60M,with a projected ROI of 10M yearly and impacted over 3 million customers respectively.
• Trained, mentored, coached team to ensure quality deliverables on time and within budget: Business Concepts/Business Proposal Documents, Business Requirements documents, detail Map/Gap Analysis documents,UML Use Cases, Process flows Sequence, cross- functional, As-is and To-be , Functional Non-Functional Requirements documents, RACI, RTM, System Requirements, and UAT documents /requirements documents and proper document sign-offs where received.
• Led /managed a cross-functional team of analyst/administrators that delivered, over 2500 user story requirements, 500 process flows, 1000 use cases within a period of 4 months using Semi Agile, Iterative methodology in a RAD Environment for 2 top strategic initiatives projects IPV6, IPDR between 2012 2013 simultaneously.
• Completed 6 other large projects 1M enhancement projects Customer Facing Phone Tools, Cox Websites Enhancements, Self- install Enhancements, Vision Tools Operational Support Tool , ICOMS Order Mgmt Billing Apps , Field Services Tools Enhancements between 2011 2013.
• Liaised and coordinated with the IT Senior Leadership Team, Product managers, Business Clients, Dev Teams to define project scope, project plans, project estimates and SLA's in Agile and Waterfall SDLC.
• Provided expertise in identifying, evaluating and developing solutions that were cost effective, met user requirements, defined business processes and managed data quality requirements.
• Was a core and key member of the team that defined developed the first BACOE based on IIBA/eTOM, ITIL Best practices at Cox Communications defined process and documents standardization and ensured compliance across the organization.
• Created a detail Work Intake and Work Entry management document that listed the overall dept. work pipeline, project health status, project collision state, labor cost, estimates by task/activities, project owner and associated project manager s .
• Coordinated and led strategic and governance activities that included: identifying, selecting and prioritizing new projects, creating project contingency plans, allocating resources between projects and programs, conducting project health checks and post-project reviews defining and reviewing project estimates LOE's, ROM's and Actuals for CAPEX OPEX projects, reviewing dept. In-house Labor and 3rd Party labor contracts, financials expenditures and variances, scope and change request process.
• Worked with domain PMs to reduce an over forecasted /wronglyestimated projects to 10 -20 LOE's and ROM's.
• Monitored resource assignments to projects based on availability and skillsets and developed dashboard reports in the PPM tool.
• Achieved and maintained a 100 training PMO Process adoption and compliance across the Operational Support System OSS dept. that included: project compliance governance, establishing best-in-class processes, best practices, and templates to seamlessly steer projects through full life cycle effortlessly integrate PMO systems and tools within the department to optimize project outcomes.
• Created Sr. leadership metrics and performance reports.
• Conducted over 10 -20 training sessions for various teams as needed on Agile Scrum and SDLC Methodologies.

Role: Senior Consultant

Environment:Highly Challenging, Fast Paced, Matrix/PMO organizational structure, Cross functional teams onsite and offsite International and projects that impact business and technology systems Web Development, Cox Websites,eCommerce, OSS /BSS Applications, Customer Facing Applications, Product development and Delivery, CRM Application OPTIX for Telecomm , Billing System ICOMS ,Field Services, SharePoint, BusinessObjects Dashboard Reports

• Led, coached and mentored a team of 15 20 onsite and offsite Business System analysts that supported the product/business development and software development initiatives, production support and process management projects from project/product initiation to Go-live.
• Worked simultaneously on various projects with a budget that range from 10M - 20M and ensured all deliverables were top quality and on time received various top management accolades and Peers Awards as a high performer, role model and team player.
• Developed and implemented a plan that reduce the BA Analysis phase from a 12 weeks cycle to a 6 weeks cycle
• Liaised and coordinated with the IT Senior Leadership Team, Product managers, Business Clients, Dev Teams to define project scope, project plans, project estimates and SLA's in Agile and Waterfall SDLC.
• Provided expertise in identifying, evaluating and developing solutions that were cost effective, met user requirements, defined business processes and managed data quality requirements.
• Coached and mentored a team of BA's 5 -10 in the successfully deployment of the Residential Voicemail Data Migration project and Web user interface enhancement project, with a 20 projected ROI through key BA activities and deliverables:
• Interacted with the technical teams QA teams and provided necessary support to understand requirements through solution delivery lifecycle.
• Used Visio to clearly show case the business and workflow process flows - Context diagrams, functional decomposition diagrams and activity diagrams based on business scenarios, detail sequence diagrams and dataflow diagrams, Mock-ups screens and screen flows for visual effect for the Functional Requirements, wireframes, wrote UAT Test scripts
• Elicitation and gathering of business requirements, translating of Business requirements to Functional requirements, data analysis and resolving data integrity issues, detail data mapping, data scrubbing, defining detail Use Cases actors, the pre-conditions, post conditions and related business rules ,Requirement Traceability Matrix, grooming product backlogs and sprint backlogs.
• Worked with the Business Product owner to conduct User Experience Tracking reports identifying the page views web analytics using Omniture Sitecatalyst created detail business and functional requirements, UAT documents and managed the Sign-off process.
• Created tailored User Training Manuals, Job Aid Documents, and Method and Procedure Documents coordinated and administered training to all outside sales, inside sales, Sales, Engineers, Order Entry, Data Engineers, Field Service Technicians, and Dispatch users within Various Cox Communications regionalSites/ Markets Nationwide.
• Worked closely with the Director of Product and Strategy development in developing the vision, pricing, sales/marketing strategy, roadmap and delivery for various products CSOB, CTS, Secured Browsing, Data Usage, IBN, Kiosk .
• Simplified Complex business process through process redesign and system development activities:
• Managed effectively deployed the BPM for the Order Entry, Dispatch, Field Services, Tier 11 and Customer Care, Sales Data Engineering and Sales Operations around the following activities: Sales Orders data entry and processes, data push and pull into the Back Office systems, Skillset /availability based dispatching of Field Technicians, integration of engineering activities to the deployment activities and Project Management of activities.
• Managed effectively deployed the BPM for the sales team around the following activities: Sales Forecasting, Leads, Opportunities, Quotes and Validation of Contract required documents.
• Ensured effective project management of recommended solutions,facilitatedsprints planning sessions,conducted sprint review / acceptance criteria review meetings, defined sprint schedules, help identify agile team, pruned and maintained backlog of user stories, facilitate backlog reviews/daily standups and deployment activities. release management strategy
• Developedthe first VOC post project survey/interview methods for an effective customer/partner feedback loop.
• I was the single point of contact for any questions related to the products purpose, behavior and vision throughout the Project Lifecycle ccoordinated and lead go-to-market activities for the product launch

Role: Sr. Consultant

Environment: An Integrated Marketing Division implementing a partner portal project using Siebel CRM 8.0 Channel marketing Application: campaign management, Leads management, Product Literature, Promotions, Alerts, Agreements, Partner Profile, Opportunities Web based ticket submission, Self-service, Analyticsand Partner Newsletter HTML , RAD, Waterfall, Agile.

Accomplishments:

• Worked with the Marketing Group to identify requirements required to implement Siebel Marketing solution that enabled them to plan, manage, and execute marketing campaigns across all customer points of contact including phone, direct mail, the Web, wireless devices, email with a budget of 25M.
• In an Agile environment managed the product backlogs, acceptance criteria, help define the sprint schedule and participated the daily standup, spirit review meetings, managed the sprint backlogs as required and worked the development and QA team in Unit/Integration testing.
• Managed and mentored a team of 5 BA's off site.
• Conducted the gathering of the Business Requirements for the Campaign and the Marketing Module and completed the mapping and gapping analysis between existing system/processes and Siebel OOTB product.
  • Identified Key areas of customization and identified the data model within the Siebel Data model, created Business and System Use Cases identifying Business Actors, System Actors, Main Flows, Alternate flows, Exception Rules, Triggers, and associating them to the related Business/System requirements.
  • Created Data Flows, activity Swinlane and sequence diagrams Context Diagrams , Functional Decomposition Diagrams Event Diagrams
• Conducted Presentations to the End users on the Siebel Campaign and the Marketing Modules Its general use and integration with the rest of the User Application.
• Produced detail functional specifications and technical requirements documents that included Process Maps, Use Cases, Entity Relationship Diagrams, Screen Mockups, and Test Scripts facilitated the clarification of functional specification issues as they arise during the development phase, set up Email Templates and email offers and surveys for the customers and prospects on the web, conducted the UI configuration layout with users and solution validation approval sessions and wrote Test Scripts and conducted UAT.
• Trained campaign administrators and SMEs on how to develop Web offers/email offers, web surveys and eNewletters, campaigns set ups, offers set ups, Prospect /Contact management and Mass correspondence deployment

Role: Business Analyst /Project Manager

Environment: Highly Challenging, Fast Paced, Matrix/PMO organizational structure, Cross functional teams onsite and offsite International and projects that impact business and technology systems Siebel 6 to 7- 7.3, Call Center, eService, eSales, EIM, EAI, Workflow, Legacy Billing System, Db2 Database, Visio, Microsoft Projects, SQL Server

• Managed a team of analysts and developers, while facilitating and coordinating with over 5 inter-departmental teams and over 500,000 likely impacted users.
• Liaised with the Director of Product Development to define the business case for a Siebel eSales, eService, eMarketing productline that included product branding, pricing, campaigns, user experience, content management and web analytics.
• Worked also with the Sales /Marketing Product owners on multiple eCommerce / Mobile projects utilizing Agile / Waterfall SDLC methodology, with heavyinteraction with customers, business stakeholders, SME's and the technology development team to build largeservice-oriented enterprise eCommerce / Mobile technology solutions.
• Used various methods to gather and elicit business requirements from various stakeholders and Subject Matter Experts: interviews, surveys to understand the business process, controlled brain-storming sessions with project focus groups, and JAD sessions,
• Wrote detailed business requirements, prioritized business requirements, translated business requirements to functional and non-functional requirements to be used as input to the functional design specifications and acted as liaison between the business stakeholders and the technical teams wrote Use Cases, Use Case Scenarios and elaborated those using UML diagrams like Use Case Diagrams, Activity Diagrams, Data Flow Diagrams, Business Process and Data Process Model using MS Visio.
• Designed Defined Siebel Database Structure Entity Relationship using ER Diagram and Visio, Identifying the Column Mapping using the Interface Tables Reference Books and Siebel Tools and validating that all Entity relationships are maintained according to Siebel Best Practices.
• Facilitated all aspects of the data migration process defining strategy, identifying data sources and completing data mapping analysis, identifying data elements and data massage process for the design process, the build process, Test/Implement process, Revise and Maintain process.
• Was the primary liaison between the business stakeholders, the development team, the QA team and the escalation point for all bug/defects related issues
• Successfully delivered projects on schedule, within budget and effectively managed against scope-creep
• Managed and coordinated the interdivisional project planning, team development, resource allocation and evaluated all SDLC Project deliverables
• Created and maintained project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the SDLC e Iterative , providing timely reporting of issues that impact project progress, coordinating actions, and resolving conflicts.
• Managed Resources capacity planning and balancing of budget Forecast vs. actual, managed the project communications through weekly status reporting meetings and executive bi-weekly progress reporting meeting and presentations
• Managed issues and risks and scope changes throughout the project life cycle and made contingency plans to manage issues that pose risk to budget, time delivery and functionality.
• Coordinated and managed the Change and Release management process on market and nationwide level, monitored the overall quality and performed post mortem for continuous process improvement initiatives.

Role: Sr. Consultant

Accomplishments:

• Managed teams ranging from 5 resources to 80 resources and responsibilities ranged from individual team member management to executive management steering committee status reporting
• Managed and participated in sales operations activities that included but is not limited to Forecasting and Pipeline Management, CRM Management, Training, Configuration and Administration, Lead Generation and Campaign Management, Inside Sales Management, Quota and Commission, Tracking and Management and Discrepancy Reporting and Approval.
• Siebel 8 Certified Technical and Business Analysis Consultant

• 6 successful Siebel 7 project implementations Siebel Financial Services, Consumer Goods, Marketing, Sales, Service Siebel 7.8, 7.7 and 7.5 Detailed Project Planning and Technical Design Extensive Siebel 7.8, 7.7 and 7.5 Upgrade Migration Experience Architected, Designed, Developed, and Implemented Custom EAI Solutions
• Data Validation Manager, Business Rules Processor, Runtime Events Solutions Siebel Data Maps and Data Transformation Siebel Web Template SWT Modifications Siebel Business Process Workflows and Email Response Development, Siebel Actuate Reports Server Installation, Administration and Report Development

• Siebel 2000 Certified Consultant
• 5 successful Siebel project implementations Siebel Configurator, Functional Team Lead, Project Manager, etc.Siebel .COM Applications eService, eSales, eMarketing, Field Services, ePharm, etc Siebel EAI Architecture and Design, Siebel EIM Tool Siebel Tools including Siebel Visual Basic and Siebel eScript,

Confidential

Accomplishments:

• Lead a team of 10 Analyst, Tech. support and Developers that successfully Designed, Developed and deployed Siebel Force Automation and Call Center Solutions incorporating Computer Telephony Integration CTI for GE Power Systems Global Call Center and GE Energy Services Sales Force Team with over 1500 Remote and LAN Users utilizing Six Sigma Project Methodology
• Implemented a Green Belt Project Siebel Help Desk using Six Sigma Methodology DMAIC while managing a team of over 15 colleagues in an on off shore environment structure coordinated and documentation over 1000 business requirements for a Global Sales team and World Class Call Center team