Business Analyst/Scrum Master

• May 2021 - Present

Functional Analyst

• May 2021 - Present

Scrum Master

• Mar 2022 - Present

CRM Functional Consultant

• Jun 2018 - Mar 2019

Worked as a Functional Analyst for DHHS. Microsoft dynamics 365 (Online) is being used as a CRM tool by orange Door CRM project to manage the data of the victim/ survivors or Perpetrators. The System has been integrated to other DHHS systems like L17, CIP and TRAM. Worked both of Classic and Unified UI version of dynamics 365. Majorly involved in requirements gathering, workshops facilitation and stakeholder management. • Worked on Unified UI and configured Business Rules, Security roles… Show more Worked as a Functional Analyst for DHHS. Microsoft dynamics 365 (Online) is being used as a CRM tool by orange Door CRM project to manage the data of the victim/ survivors or Perpetrators. The System has been integrated to other DHHS systems like L17, CIP and TRAM. Worked both of Classic and Unified UI version of dynamics 365. Majorly involved in requirements gathering, workshops facilitation and stakeholder management. • Worked on Unified UI and configured Business Rules, Security roles, Timeline and Workflows. • Conducted and Lead business workshops with business stakeholders to capture business requirements. • Translating functional requirements into Functional Design Documents using visio. • Streamlining of the existing customer service process flows and suggesting enhancement to business stakeholders. • TFS management activities like user stories/PBI creation and defining acceptance criteria based upon requirement documents. • Analyze business requirements and created business use cases and represent the same to client as following prototyping method. • Helped test team during SIT, UAT phase etc. • Preparing project deliverable documents and reports which are to be presented to client on weekly/monthly basis to keep them up to date with progress like Functional specifications, Backward compatibility document and Release notes. Show less Worked as a Functional Analyst for DHHS. Microsoft dynamics 365 (Online) is being used as a CRM tool by orange Door CRM project to manage the data of the victim/ survivors or Perpetrators. The System has been integrated to other DHHS systems like L17, CIP and TRAM. Worked both of Classic and Unified UI version of dynamics 365. Majorly involved in requirements gathering, workshops facilitation and stakeholder management. • Worked on Unified UI and configured Business Rules, Security roles… Show more Worked as a Functional Analyst for DHHS. Microsoft dynamics 365 (Online) is being used as a CRM tool by orange Door CRM project to manage the data of the victim/ survivors or Perpetrators. The System has been integrated to other DHHS systems like L17, CIP and TRAM. Worked both of Classic and Unified UI version of dynamics 365. Majorly involved in requirements gathering, workshops facilitation and stakeholder management. • Worked on Unified UI and configured Business Rules, Security roles, Timeline and Workflows. • Conducted and Lead business workshops with business stakeholders to capture business requirements. • Translating functional requirements into Functional Design Documents using visio. • Streamlining of the existing customer service process flows and suggesting enhancement to business stakeholders. • TFS management activities like user stories/PBI creation and defining acceptance criteria based upon requirement documents. • Analyze business requirements and created business use cases and represent the same to client as following prototyping method. • Helped test team during SIT, UAT phase etc. • Preparing project deliverable documents and reports which are to be presented to client on weekly/monthly basis to keep them up to date with progress like Functional specifications, Backward compatibility document and Release notes. Show less

Business Analyst

• Feb 2015 - Jun 2017

Working as a Business Analyst as part of their CRM transformation program. Siebel is being used as a CRM tool by Profile99 to manage the requests and complaints of their customers. As part of the transformation program the existing Siebel system is being replaced by MS Dynamics CRM. Majorly involved in requirements gathering, workshops facilitation and stakeholder management. • Working with CSRs to understand the current pain points and then coming up with solutions to automate their day to… Show more Working as a Business Analyst as part of their CRM transformation program. Siebel is being used as a CRM tool by Profile99 to manage the requests and complaints of their customers. As part of the transformation program the existing Siebel system is being replaced by MS Dynamics CRM. Majorly involved in requirements gathering, workshops facilitation and stakeholder management. • Working with CSRs to understand the current pain points and then coming up with solutions to automate their day to day tasks. • Conducted and Lead business workshops with business stakeholders to capture business requirements. • Translating function requirements into Functional Design Documents. • Streamlining of the existing customer service process flows and suggesting enhancement to business stakeholders. • TFS management activities like user stories/PBI creation and defining acceptance criteria based upon requirement documents. • Analyze business requirements and created business use cases and represent the same to client. • Helped test team during CIT, UAT phase etc. • Preparing project deliverable documents and reports which are to be presented to client on weekly/monthly basis to keep them up to date with progress. Show less Working as a Business Analyst as part of their CRM transformation program. Siebel is being used as a CRM tool by Profile99 to manage the requests and complaints of their customers. As part of the transformation program the existing Siebel system is being replaced by MS Dynamics CRM. Majorly involved in requirements gathering, workshops facilitation and stakeholder management. • Working with CSRs to understand the current pain points and then coming up with solutions to automate their day to… Show more Working as a Business Analyst as part of their CRM transformation program. Siebel is being used as a CRM tool by Profile99 to manage the requests and complaints of their customers. As part of the transformation program the existing Siebel system is being replaced by MS Dynamics CRM. Majorly involved in requirements gathering, workshops facilitation and stakeholder management. • Working with CSRs to understand the current pain points and then coming up with solutions to automate their day to day tasks. • Conducted and Lead business workshops with business stakeholders to capture business requirements. • Translating function requirements into Functional Design Documents. • Streamlining of the existing customer service process flows and suggesting enhancement to business stakeholders. • TFS management activities like user stories/PBI creation and defining acceptance criteria based upon requirement documents. • Analyze business requirements and created business use cases and represent the same to client. • Helped test team during CIT, UAT phase etc. • Preparing project deliverable documents and reports which are to be presented to client on weekly/monthly basis to keep them up to date with progress. Show less

CRM Functional Consultant

• Sep 2011 - Jan 2015

Working as a CRM Business Analyst for Department of Information Technology (DIT) for their CRM implementation. Dynamics CRM is being used as a CRM tool by DIT to manage their customers. Dynamics CRM is used to capture customer details and for and service request management. Involved in requirements gathering and workshops facilitation. Also help client in implementing best CRM practices. • Working with business users to understand the current pain points and then coming up with solutions to… Show more Working as a CRM Business Analyst for Department of Information Technology (DIT) for their CRM implementation. Dynamics CRM is being used as a CRM tool by DIT to manage their customers. Dynamics CRM is used to capture customer details and for and service request management. Involved in requirements gathering and workshops facilitation. Also help client in implementing best CRM practices. • Working with business users to understand the current pain points and then coming up with solutions to automate their day to day tasks and reporting needs. • Conducted and Led business workshops to capture business requirements. • Analyze business requirements and created business use cases and represent the same to client. • Responsible for the management of entire SDLC of the business solutions being implemented based upon the functional and technical design documents. • Making sure that the project KPIs are met by having checkpoint and milestone meetings with the team. • Helped business users during UAT phase and testing team during System Testing. • Preparing project deliverable documents and reports which are to be presented to client on weekly/monthly basis to keep them up to date with progress.

Functional Consultant / Reporting Analyst

• Sep 2008 - Aug 2011

Description Worked as a Business Analyst for W3C as part of their CRM transformation program. Siebel is being used as a CRM tool by W3C to manage the requests and complaints of their customers. As part of the transformation program the existing Siebel system is being replaced by MS Dynamics CRM. I was involved in requirements gathering, workshops facilitation and stakeholder management. Design and implementation of workforce management from a Telco perspective • Conducted and led… Show more Description Worked as a Business Analyst for W3C as part of their CRM transformation program. Siebel is being used as a CRM tool by W3C to manage the requests and complaints of their customers. As part of the transformation program the existing Siebel system is being replaced by MS Dynamics CRM. I was involved in requirements gathering, workshops facilitation and stakeholder management. Design and implementation of workforce management from a Telco perspective • Conducted and led business workshops to capture business reporting requirements. • Creation of BI reports using data visualization tools like Splunk, Tableue • Joining MIM (major incident) calls and providing real time updates about system health. • Data analysis, data cleansing and also data transformation using PL/SQL procedures. • Created business reports and dashboards on Splunk to give statistics of Workorders processed. • Helped the production support team in resolving Production incidents. • Creation of PBI documents for major incidents and representing the state of system during the incidents in graphical reports of different system parameters like CPU, Memory consumption etc. • SQL reports from database for Capacity Management. • Generating analytics reports from Splunk for various business KPIs.