Customer Service Management

Avjinder Singh

**** ******** *****, ***********, **

Phone 647-***-**** Email: ab9fdf@r.postjobfree.com

Business / business system analyst

Career Objective:

Seeking a position as a Business Analyst / Business System Analyst where I

can utilize my wide-ranging experience in handling SCDL processes and

technical skills in order to serve as a key liaison between project

stakeholders and technical delivery teams, and manage projects to delivery

Key Skills:

. Extensive experience in managing all phases of SDCL processes in

Agile/ Waterfall methodology

. Excellent communication skills which aid in smooth and detailed

elicitation of business and technical needs from clients

. Strong analytical and research skills that enable problem-solving,

work flow and gap analysis during projects

. Trained in UAT and testing of software applications

. Skilled at client management and always works with a customer service

oriented approach

. Keen understanding of business processes and well-developed business

acumen

Technical Skills:

( Rational Rose ( Rational ( MS SQL Server ( SQL

Requisite Pro 2008

( UML ( MS Office ( Mercury ( MS SQL

Quality Centre Server 2005

( MS Visio ( Project Visio ( HP Quality ( HTML

Centre

( RUP ( C++

Professional Experience

Business System Analyst

Synergy IT Solutions Inc, Mississauga, ON

2010 -2012

Key Responsibilities:

Converting spreadsheet based system into automated project authorization form system for

Husky Injection Molding Systems

Facilitating use case development, business and data modeling and requirement management

using IBM Rational software integrated tools like Requisite Pro and Rational Rose

Interfacing with inter-departmental stakeholders and working as a liaison between

business users and developers to submit requirements and changes, and clarify questions

and issues.

Coordinating with internal and external users, team leaders and managers to understand

their business needs

Analyzing user requirement and determining feasibility and risk analysis to identify the

business critical and high-risk areas of the application.

Performing requirement walkthroughs with the developers and QA teams to ensure that

testing strategies and test plans reflect user needs

Avjinder Singh Phone 647-***-**** Email: ab9fdf@r.postjobfree.com

Page 2

Business System Analyst

Info Tech Pvt Ltd. India, Punjab, India-contract 6 months

2009- 2010

Key Responsibilities:

Introducing ICT enabled e-learning software into the teaching process of a prominent

university to facilitate computer-based training (CBT), internet-based training (IBT),

web-based training (WBT), online education, virtual education and virtual learning

environments (VLE).

Meeting with business internal and external users to prepare and update business process

requirements and system requirements

Preparing business requirements documents (BRDs), system requirements specifications

(SRS) and functions specifications

Performing functional, regression, integration, system, performance, browser

compatibility tests to verify and validate the requirements on various platforms

Verifying website upgrades based on client requirements, conducting user acceptance tests

(UAT) and submitting final reports to management for review

Designing documenting requirements using Unified Modeling Language (Use Case and Activity

Diagrams) and building business process flow charts using tools such as Ms Visio and

Rational Rose.

Designing and executing test cases and tracking defects via Mercury QC to ensure product

quality and conformance

Prioritizing outstanding defects and system problems to ensure that accuracy and

deadlines are met.

Business Analyst

TESCO Bank, Birmingham. United Kingdom

2008 -2009

Key Responsibilities:

Conducting JAD session for effective communication of views between stakeholders to

gather business requirements.

Participating in all phases of requirement management including assimilating, analyzing,

detailing and tracking requirements

Documenting requirements using Unified Modeling Language (Use Case and Activity Diagrams)

Building business process flow charts using tools such as Ms Visio and Rational Rose

Reviewing test cases in accordance with requirements and assisting in overall testing

process using Change and Defect Management and conducting User Acceptance Testing

Extensively using various SDLC methodologies such as RUP, Waterfall and Agile with

hands-on experience in all phases

Junior Project Coordinator

National wide Mutual Insurance, Wolver Hampton, United Kingdom

2005 - 2007

Key Responsibilities:

Developing a system to automate all aspects of a loan life cycle, from origination to

loan closure

Working with business users and SMEs to gather expectations of the new system

Coordinating between users and different teams involved in the application development to

enhance understanding of business and IT process

Creating UML diagrams such as use case diagrams, activity diagrams and sequence diagrams

Conducting regular meetings with users, workshops, training sessions and presentations

Using MS Visio to develop and maintain all operation by technical flow

Maintaining the Documents Requirement Traceability Matrix (RTM)

Avjinder Singh Phone 647-***-**** Email: ab9fdf@r.postjobfree.com

Page 3

VOLUNTEER EXPERIENCE:

Business System Analyst

Holcim Canada (NABS), Vaughan, ON

2010 - 2010

Key Responsibilities:

Facilitating JAD sessions with SMEs and business analysts from other feeder systems for a

detailed analysis and thorough understanding of projects

Regularly interacting with the project managers and development team during the different

phases of the product

Consulting with business and technical consultants to explore business process

improvement opportunities

Documenting business, functional/nonfunctional requirements and business process flow

models in a meaningful way for systems developers

Gathering business requirements for all aspects of multiple form business to analyze plan

management, stakeholder engagement and risk management

Education Background:

Fundamental Certification in Business Analysis and Software Quality Assurance, Millennium

communication training institute, Mississauga, Canada

BA (Hon's) Business Management, Manchester Metropolitan University, United

Kingdom

Evaluated in 2012 by International Credential Assessment Service of Canada (ICAS), to be

equivalent to Canadian Bachelor

(Honours) in Business Management

Higher national Diploma In Business, Awarded Level-5, City College Birmingham, United

Kingdom Evaluated in 2012 by International Credential Assessment

Service of Canada (ICAS), to be equivalent to a Canadian Three years College Diploma in

Business

Higher national Diploma In Electrical Engg. India

Evaluated in 2012 by International Credential Assessment Service of Canada (ICAS), to be

equivalent to a Canadian Three years College Diploma in Electrical Engineering

(References available upon requested)

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