Reynold John Obrien

Reynold John Obrien Morphett Vale, SA – 5162 | r e y n o l d . o b r i e n @ g m a i l . c o m | - Overview Having worked for the past 11 years in a well known banking and financial institution, I have gained reputation for making the right choices on key decisions about reports development and presentation to senior management. My work experience in the last 8 years as a Business Analyst / BI Analyst has given me a strong sense of client service, and a comprehensive understanding of the Business Intelligence & Analysis thought process. I consider myself to be a dedicated individual that possesses excellent technical, verbal communication and customer orientation skills. Key Skills       Data Analysis & Management Reporting Testing Management Information System (MIS) and Workforce Management (WFM) People Management Customer Service Technical Skills Packages Reporting Tools Testing Tools Databases Scripting Microsoft Office, Microsoft SharePoint, MS Visio Microsoft Business Intelligence Stack (MSBI), Tableau, OBIEE Quality Center (QC), QTP (Quick Test Professional), Selenium MS Access, MS SQL Server, Oracle/SQL VBA, JavaScript Career Summary 2010 - - - - - – 2003 Business Analyst / BI Analyst MIS/WFM – Assistant Manager Team Leader – Customer Service – Email Team Leader – Tech Support - Voice Team Supervisor – Tech Support - Voice Helpdesk Engineer – Tech Support - Voice BA Continuum India BA Continuum India BA Continuum India CLI3L E-Services Accenture Services Sutherland Global Services Education M.Sc. Computer Science B.Sc. Computer Science St. Joseph’s College of Arts & Science, Cuddalore, 2001 Thanthai Hans Roever College, Perambalur, 1999 Certification & Trainings  Certification – Foundation Level in Software Testing (ISTQB) - 25th May 2013.  Six Sigma Certifications –  SSB certified – Identified an additional CTQ for the process. Awarded as best project.  JDI (Lean) certified – Centralized the resource database using SharePoint and developed reports.  Trainings –  Project Management (Basics)  Microsoft Business Intelligence Stack (MSBI) – SSIS, SSRS & SSAS and Tableau  QTP (Quick Test Professional) and Selenium  Agile Methodology  Regulation & Compliance  A+ Certification training for Hardware and OS installation & Configuration 1 Reynold John Obrien Morphett Vale, SA – 5162 | r e y n o l d . o b r i e n @ g m a i l . c o m | - Employment History March 2007 – April 2018 BA CONTINUUM INDIA Overview BA Continuum India Pvt. Ltd is a nonbank subsidiary of Bank of America, part of our Global Delivery Center of Expertise in the bank. Our employees help our customers and clients at every stage of their financial lives. For the past 11 years I have worked for BACI in various positions, predominantly as a Business Analyst / BI Analyst for LCRR (Legal, Compliance and Risk & Regulatory) process for the ECIO (Enterprise Chief Information Office) division of GDCE (Global Delivery Centre of Excellence) in Bank of America Continuum India (BACI) for the last 8 years.  Key Performance Indicators (KPIs) include Data Quality & Accuracy, Report Quality & Timeliness and Business Acumen. Project: Capacity Management Tool Role: BI Analyst/ Developer BA Continuum India Period: Jan 2015 to Apr 2018 Overview: Capacity Management Tool (CMT) application was developed using .Net and SQL Server. This application was used to track the resource utilization of the process by mapping/unmapping resources to their respective projects. The tool also captures the amount of time spent by the resources on each task/project which is used as an input to bill the line of business. Responsibilities  Gathered requirements from business and documented them based on functional specifications.  Analysed data models, data relationships, and dependencies for greater optimization  Designed and developed stored procedures, queries and views necessary to support SSRS reports  Built and monitored indexes to bring down processing times from minutes to seconds  Coded and tested SQL queries based off the persistent table using Inline Views, Dynamic SQL and Merge statements.  Conducted performance tuning of existing data structures  Conducted meetings with stakeholders throughout development to gather system requirements from users and ensure user acceptance testing was performed.  Developed reports using SSRS (SQL Server Reporting Services)  SQL Server was used as the primary data source for developing reports. Additionally, MS SharePoint was used as a secondary data source. SharePoint Lists were used as table to create datasets for the report.  Implemented multiple grouping into several reports using visibility and toggle options.  Designed and developed drill-through reports and sub reports.  Published the rdl(s) on SharePoint report library and shared the reports with the business users. Project: Risk Analysis Platform Role: BI Analyst BA Continuum India Period: Nov 2013 to Dec 2014 Overview: Risk Analysis Platform (RAP) application was developed using .Net and SQL Server. The application used the project charter data and inputs from respective managers to track each step of all projects that were in progress for the process. SQL Server was used as the primary data source for developing reports. Responsibilities  Understood the requirements and functionality of the application from specifications.  Designed, developed, tested and maintained Tableau functional reports based on user requirements.  Converted existing BI reports to tableau dashboards.  Utilized Tableau server to publish and share the reports with the business users. 2 Reynold John Obrien Morphett Vale, SA – 5162 | r e y n o l d . o b r i e n @ g m a i l . c o m | - Project: Enterprise Resource Hierarchy Role: Tester BA Continuum India Period: Jan 2013 to Nov 2013 Overview: Enterprise Resource Hierarchy reports were developed using Cognos. The published reports contained information regarding resource across the organization. Responsibilities  Understood the requirements and functionality of the application from specifications.  Performed testing and coordinated results with core team members.  Unit testing; writing test plan, test cases, execution of test cases and preparation of test data.  Used Application Life Cycle Management software (QC) to manage test cases, defects and scripts for regression tests.  Utilized Tableau server to publish and share the reports with the business users. Team: Portfolio Management Office Role: Business Analyst BA Continuum India Period: Sep 2010 to Dec 2012 Overview: Portfolio Management Office (PMO) team was responsible for maintaining all the data and information in regards to the LCRR (Legal, Compliance and Risk & Regulatory) process for the ECIO (Enterprise Chief Information Office) division of GDCE (Global Delivery Centre of Excellence) in Bank of America Continuum India (BACI). Responsibilities  Documents Storage and management (Versioning) – Process documents were stored and managed using version controls and workflows set up for change approval in MS SharePoint.  SharePoint Lists for tracking resource demographics, assets management (Laptop, Blackberry, Remote Access), Billing cost centres, Staffing (Open Positions), Attritions (Resignations), Movements, etc.  SharePoint Lists were used as a data source to develop reports/dashboards using MS Excel or SSRS or Tableau.  MS InfoPath was used to design forms as input/change items in the SharePoint lists.  Used Web parts for reporting based on data available on various lists in the SharePoint.  Business Intelligence Integration was used for creating dashboards using performance point services.  Workflows were set for reminders to update documents and for approvals to the owner if there are any changes made to particular document or list.  Setting up Meeting workspaces for capturing minutes and sharing agenda and necessary documents.  Site Management – Subsites were designed for each team in the process using SharePoint Designer.  Access Management – Access was managed by creating different groups like Site Owners, Viewers, Contributors, Designers, etc. for each document library and list in the main site and subsites.  Analysed data and Developed reports using MS Excel. MS SharePoint was used as the primary data source for generating dashboards in Excel using Pivot table charts or PowerView based on requirements.  Designed, Developed and presented the process performance dashboard to the senior leadership team using MS PowerPoint. Macros and VBA were used for automation.  Updated and maintained the Business Process Management (BPM), Process Maps, FMEA, Statement of Work (SOW), Risk Questionnaire, Business Continuity Plan (BCP) and Business Recovery Plan (BRP) documents during process migration and change or ramp up. Kept all documents up to date with changes incorporated to mitigate risk.  Performed gap analysis for process improvement using Six Sigma and Project management methodologies.  Used project management methodologies, principles and techniques to track and maintain the resource billing, expense budget and Hardware & Software inventory of the process.  Updated process and project documents in regards to changes in Organization, process, budget allocations and project requirements using change management skills. 3 Reynold John Obrien Morphett Vale, SA – 5162 | r e y n o l d . o b r i e n @ g m a i l . c o m | -  Worked closely with the HR team and the Line of Business Managers to track/update changes to funding and hiring of resources for each project in the process.  Mapped resources to projects on the Clarity Tool to track project utilization and schedule adherence. Team: MIS/WFM Role: Assistant Manager BA Continuum India Period: Jan 2009 to Aug 2010  Managed the Central Reporting Console team of 11 members to support 1400 associates across Hyderabad and Gurgaon on Management Information System (MIS) and Workforce Management (WFM).  Trained, coached and provided feedback to the associates and conducted performance appraisal for the associates.  Scheduled resources to work in shifts by developing the shift rosters for the process.  Designed the seating plan for the process on a monthly basis based on the shift roster  Tracked Attendance and Absence shrinkage for the associates in the shift to report schedule adherence and process utilization for the process.  Developed and maintained the performance stack ranking of associates and team managers which was used for yearly performance appraisal.  Analysed data and Developed reports for the process using MS Excel. MS Access was used as the primary data source for generating dashboards in Excel using Pivot table charts based on requirements.  Designed, Developed and presented the process performance dashboard to the senior leadership team using MS PowerPoint. Macros and VBA were used for automation. Team: Customer Service – Email Role: Team Leader BA Continuum India Period: Mar 2007 to Dec 2008  Managed a team of 15 associates for Customer Service in Consumer Banking.  Trained, coached, provided feedback and conducted performance appraisal.  Key Performance Indicators (KPIs) include Associate Attrition, Absenteeism, Schedule Adherence, Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handle Time (AHT) Team: Tech Support – Voice Role: Team Leader CLI3L E-Services Period: Apr 2005 – Mar2007 Overview: At SITEL, we collaborate with our clients, we share our expertise, and we build trust, and create strong customer relationships; adding value through our key brand attributes: knowledge sharing, a people first culture, global strength combined with local flexibility, and operational excellence.  Managed a team of 20 associates for Tech Support – Voice for Dialup Internet Connection.  Trained, coached and provided feedback and conducted performance appraisal for the associates  Handled escalation calls and provided tech support for setting up Internet connection.  Key Performance Indicators (KPIs) include Associate Attrition, Absenteeism, Schedule Adherence, Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handle Time (AHT)  Recognitions - Awarded as Team Leader of the Quarter. Travelled to Manila, Philippines for process transition and training of Associates and Supervisors. Team: Tech Support – Voice Role: Team Supervisor Accenture Services Period: May 2003 – Apr 2005 Overview: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.  Managed a team of 15 associates for Tech Support – Voice for DSL Internet Connection.  Trained, coached and provided feedback for the associates 4 Reynold John Obrien Morphett Vale, SA – 5162 | r e y n o l d . o b r i e n @ g m a i l . c o m | -  Supported customers to set up DSL Modems and routers and configure MS Outlook and Outlook Express.  Key Performance Indicators (KPIs) include Schedule Adherence, Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handle Time (AHT) Team: Tech Support – Voice Sutherland Global Services Role: Help Desk Engineer Period: Sep 2002 – May 2003 Overview: Sutherland Global is a technology and analytics enabled Business Process Outsourcing enterprise delivering end-to-end integrated BPO solutions.  Worked as a Help Desk Engineer for Hardware & Operating System Support.  Supported customers to set up computer hardware (Motherboard, PCI Cards, CD ROM, DVD drive, Hard Drive and Network Interface cards), Printers and Scanners  Supported customers to format and partition the hard drive and install the operating system (Windows 95, 98, ME, XP and 2000) and install drivers for Sound card, video card, etc.  Key Performance Indicators (KPIs) include Schedule Adherence, Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handle Time (AHT) Personal Attributes Communication  Possess strong written and verbal communication skills with experience in confident delivery of presentations and preparing reports.  Able to produce sound administration of organisational records  Active listening and negotiating skills Planning and Organising  Ability to prioritise workload and meet deadlines  Possess a keen sense of anticipation and forecasting  Capacity to make valuable contributions to work area planning Problem solving/ Operational decision-making  Proficient at confidently and empathetically handling concerns  Adept at following up on all queries/issues and taking responsibility for actions  Ability to consider appropriate courses of action after identifying organisation’s/company’s needs Customer/donor/partner organisation service  Consistently efficient and courteous, both, in-person and over the telephone  Keen ability in matching the right information or services with customers’ requirements Referees Vivek Sharma Senior Manager, BA Continuum India, Gurgaon, India T: - | E:-Maniappan Uppliappan Vice President, BA Continuum India, Chennai, India T: - | E:-Syeda Tazeen Senior Project Manager, Fidelity Investments, Bangalore, IndiaT: - | E:- 5