Objective:

A result oriented IVR Systems Analyst with 9 plus years of progressive experience and hands-on experience on, requirements gathering, System Analysis, design, troubleshooting, data analysis, data validation, testing and reporting.

Professional Summary:

• Interpret business requirements and implement technical, telephony solutions.
• Formulate and define system objectives through requirements analysis for the IVR Systems
• Expert in AT & T ivr's core call routing system functionality and translate business concepts into functional reality.
• Generalist expert in all aspects of information technology including full SDLC, program and project management, application design, development, collaboration, change management, mission-critical system selection, and large scale project and business initiative execution
• Owner of multiple business and technical processes. Perform research and analysis - recommend solutions, drive decisions. Interact with internal stakeholders and cross-functional groups
• Business expert in all phases of solutions development, enterprise architecture, technical architecture and commercial deployment - expert in enterprise wide business applications, systems and technical initiatives
• Execution expert in interim management and management of turnaround/crisis situations (organizational upheaval, acquisition assimilation and recovery from poorly managed projects) at the financial, organizational and project level.
• Exceptional communicator and presenter, equally comfortable with executives/stakeholders through end-users to include presentations, proposals, business analysis, public relations, technical evaluations, functional specifications, due-diligence analysis, gap analysis and technical writing (business/technical writer with multiple published articles including instructional video presentations)
• Highly versed in IVR applications, portals mission critical, collaboration and infrastructure technologies
• Highly experienced in program/project management including change control and quality assurance
• Client-facing expert at all organizational levels; able to succeed within any organization
• Expert in business analysis, data analysis, architecture and requirements specifications, innovator and designer of user interface systems, infrastructure development and business process re-engineering
• Broad knowledge of Database Marketing and Customer Analytics.
• Excellent communication skills and the ability to interface with multiple teams.
• Well versed in Oracle 8, Oracle 9i, Oracle 10g, SQLPLUS, PL/SQL, SQL Loader, Toad, SQLServer 2000 and 2005 and tSQL.
• Expert knowledge of MS-Office,Business objects ,SAS and User Acceptance Testing (UAT).
• Strong knowledge of Clarify, Visio 2007, Automation of Reports and ClearCase 7.0.

Experience Summary

Currently working as IVR Systems Analyst for Confidential, from Jan 2009 to till date.
Constantly interacting with business owners, developers and testers to determine the System design implementation for a particular business request. Involved in the system Design for IVR systems. Writing rules for designing the IVR business request. Develop reports using BO. Work the business stakeholders in understanding the business requirements and translating them to functional specifications. Once functional specifications are completed, work with PMO, Development, Testing, and Release management to ensure requirements are developed and released as specified. Help and guide the developers during the system development process. Help test team with development of test cases for the new systems. Act as Subject Matter Expert for IVR systems. Was the prime involved in the transition from Clearcase to CVS. Work closely with the Program Managers to identify tasks and the time required for completion of tasks.

• Constantly work directly with clients to define and meet their decision support and data access requirements.
• Convert high level business requirements into application designs and call flows that meet our corporate standards, strategies and application portfolio directions.
• Used MS Visio to depict System and Business Call Flows for the IVR development.
• Clearcase Administrator for the VOB. Help the group understand how to use branching, version control, labeling in ClearCase.
• SME on the business logics. Helping the test team understand the system well are few other functions of this role.
• Designed the Authentication for IVR customers, Security prompting and Terms and Conditions for customers calling the AT & T IVR.
• Redesign security for ABS customers at Transfer enabling security prompting for customers who would like to speak customer support which would help increase the Average Handle Time (AHT) within IVR. This also helped in decreasing the handle time by the customer support where by decreasing the cost per call transferred to the call center.
• Automating test scenarios, use SQL Developer and Toad for identifying existing systems and finding improvements to the existing systems.
• Design the Monthly, Weekly reports for various segments using Business Objects.
• Technologies used included Peripro, VXML, Business objects, Oracle 9i, 10g,Unix, Visio, MS-Word, MS- Excel.

Worked as Business Data Analyst III for Confidential, Seattle from Oct 2007 to Jan 2009

• Used MS-Visio for designing and depicting the proposed Database and showing elaborately entity Relationship .Data cleansing and extraction, report design, implementation and testing.
• Subject Matter Expert on the structure, contents and relationships for several Oracle databases.
• Project co-ordination, interaction with multiple teams for requirements gathering, analyzing them.
• Design and Maintain the Home loans database.
• Constantly interacted with the database developers and testers helping them understand the system.
• Automating various manual processes through various DTS packages and SSIS packages or SAS programs.
• Pre and Post-campaign analytics - population sizing, exclusion criteria, measurement of campaign results.
• Data mining and analytics - extract data using SQL Developer, Toad, Business objects and SAS; identify data anomalies or system constraints and provide solutions for work-around or initiate corrective action with appropriate development team,
• Provide insights about the current trends of customers from detailed analysis of the data.
• Backup Clearcase Administrator for the VOB.
• Participate in database user group discussions - share data concerns, best practices, identify opportunities for enhancement/changes to processes or data.
• Main point of contact for all technical issues with data mining vendors.
• Research and recommendations for development of business rules for data relationships.
• Help with User Acceptance Testing related to existing database applications, as well as new data elements and new applications.
• Provide technical knowledge transfer as well as act as a mentor for the team on business issues.
• Completely responsible for Marketing Services production operations, including data feeds, monitoring, diagnostics, restart/recovery, quality control, data transfer to downstream users.
• Develop monthly and quarterly reports using Business Objects.
• Technologies used included Business objects, Oracle 9i, 10g, Sql Server 2000, Sql Server 2005,MS-Access, SAS, Unix, Visio, MS-Word, MS Excel.

Few of the projects accomplished in Washington Mutual (WaMu) are as follows:

Online Banking: The Online Banking project helps to identify Home loans customers who sign up for online banking and bill pay each month within a timeframe of 90 days.
Prime and Subprime Payoff and Retention Reporting: Each month a generated which gives an idea about the volume of Payoff and Retention for both Prime and Subprime loans.
DMAR UAT Testing: The DMAR or Direct Marketing Analytical Research database is a new database which contains data for Direct Marketing reporting purposes. This project involves testing, reporting data issues. Checking and validation the actual production reports with the UAT reports. The data issues are logged into the UAT log files and each week there is status meetings were the issues are discussed.

Worked as Business Data Analyst(Contractor) for Confidential, From Oct 2006 to Oct 2007.

• Major Responsibilities include designing, developing and maintaining Extract Transform and Load (ETL) processes on the SQL server database systems for data warehousing needs to support the reporting and analytical areas of Home Loans division of WaMu.
• Conduct data pulls from various sources and perform customized data analysis.
• Worked for the Data Mining and Analytics Department with the testing of databases.
• Researched data anomalies and partnered with various database owners to initiate data and/or system corrections or enhancements.
• Coded a logic which would identify loans that would be categorized in various exclusions called as Waterfall table in order to identify the correct population that should be reported monthly.
• Generate monthly reports for Subprime Loans using BusinessObjects.
• Data mining to support Direct Marketing group.
• Technologies used included Business objects, Oracle 9i, 10g, Sql Server 2000, Sql Server 2005, MS-Access, SAS, Unix,MS-Office.

Business Data Analyst/Junior DBA JUL 2000 - JUN 2005 -- Confidential

Junior Business Project Manager for the ERP project and IVR Support project - responsible for creating document content all phases of the Project Management Life Cycle (PMLC) and portions of the System Development Lifecycle (SDLC), including Business Case, Business Needs, Executive Summary, Business Partner Identification, KPI Development, Resource Plan, Risk Assessment, Risk Management Process Overview and Guidelines, Project Plan, Project Schedule, Requirements Package, Design Integration, Use Cases, Implementation Plan, User Acceptance Plan and Scripts. Participated in weekly meetings with stakeholders to communicate project advancement and ensure process documents remain up to date.

EBPAC-ERP package: This ERP package aims at meeting the requirements of HAL. This product contains various modules like the Admin, Purchase, Security, GL etc.

• Extract data from databases and perform bulk loading of data, SQL tuning.
• Provided training to end users.
• Defined and documented departmental policy and procedures.
• Lead team of Data experts in adopting data analysis.
• Established partnerships with business owners, peers and IT professionals to design systematic solutions to business needs.

Production scheduler: Production scheduler for the engines division. This system aggregates information about the components to be scheduled for the current and next year from the user and the Engineering Data Master (EDM) tables and validates it.

• Responsible to maintain high Database availability and to support business.
• Assisted in the development and review of Functional and Technical Specifications for system projects.
• Develop and lead data analysis training sessions
• Defined business rules and business requirements for the system.
• Technologies used included Oracle 9i, UNIX, MS-Office and Visio.

Computerized Attendance & Payroll Capturing System: Generates the pay slip for the employees.

• Creating database objects, oracle query optimization.
• Maintain database security, user roles and access profiles.
• Provided maintenance support product, including researching and reproducing problem reports submitted by customers, developing solutions.
• Documentation.
• Technologies used included Oracle 9i, Unix, MS-Office, Visio.

Education

Master's in Computer Applications
Master's in Finance
Bachelor ofFinance

Training and Certifications

• Completed a course in oracle9i DBA from SQL International, Bangalore.
• Certified as OCA (Oracle Certified Associate) by ORACLE CORPORATION.
• Attended training in Weblogic, Business Objects, UAT, Mercury Test Director, Clarify.