BENJAMIN RAO

Professional Profile Information Technology Professional with 21 years’ experience with Utility Company, Healthcare Industry,

Private and Public Sectors. Dynamic work experience facilitating between Business groups with Information Technology teams for 8 years, Technology Consultant for 7 years and IT System Management for 15 years.

Excellent track record in successful implementation of medium to large projects. IT Lead, Project management, and business analysis excel in assessing system impacts, gap analysis, business modeling, and document processing. Re-engineered and streamlined Business processes. Managed and Developed strong relationships with Vendors/Clients/Management and Technical groups.

Extensive experience in managing multiple Business Cases/projects and IT Teams (Architect, Technical Leads, Developers, QA and others) using conventional project/program management and Agile methodologies.

Infrastructure groups to ensure successful delivery of projects. Project Management and iterative software development lifecycle principles/Agile and SPD methodologies were being used; SDLC (Software Development Life Cycle): Resource Management, Cost Analysis, project management and Mobile application Development for (Citizen Access control) for a Mobile Web Portal using ECM (Enterprise Content Management).

Implemented the best practices of Scaled Agile Framework, ceremonies, metrics, incremental and iterative delivery across the enterprise (Migration of Customer Billing Services to SAP; Customer 360 with Preference Center)

Effectively skills to assimilate information from Vision/Roadmap meetings, Releases and Iteration planning, Sprint reviews and retrospectives and use them effectively (DTE insight – mobile apps).

Lead Sprint Review / Demo meeting; Presented Sprint Metrics and Releases trends that included Velocity, Cumulative Flow Diagrams and Burn-down Charts, for all teams, including Data Warehouse and Web Services group.

Adheres to IT standards and project management (PMBOK). I worked with PMO and Enterprise Project Management team for large scale

Enterprise application deployment for utility (Service Suite and SAP CRM) and Health Industry (“Member out of Pocket” cost using Mobile Apps and Digital Channels). IT partners and needs to be able to translate business needs to technical specifications when necessary. Experience in translating business process to Business Process Modeling Notation.

Professional Expertise: Project management Process Improvement Object-oriented Analysis and Design Credit risk measurement. Impact analysis Data Analysis Web logic applications Digital Channels Energy and Utility industry CSB (Customer Service Billing) Enterprise Service Suite Home Protection Plan (Utility) Claims management Web Experience Application development and support

Scope and Risk management Business Process Modeling, FRD, BRD, SAD, UAT Demographic Analysis Data Migration, Data Warehousing Scrum, Agile and Waterfall Methodologies SPD 0 Phase Methodology (Quality Center) Quality Center v9.2 Requirements Elicitation & Management Agile environment with monthly releases SDLC, Lean Six Sigma, Gap Analysis User Stories, Use Case, Utility Law Rational Unified Process (RUP) & Agile methodologies Joint/Raid Application Development (JAD/RAD) RTM (Requirements Traceability Matrix) Resource Planning and Project Scheduling

Managed Software Development team: PHP, HTML, XML, JavaScript & Case Testing(Sandbox) Operating Systems Unix, Microsoft Windows, VPN Remote Access, SharePoint, SQL Server, Window Server, Novell Server, GroupWise, JBOSS, Linux/Unix, File Systems and active directory. Windows Servers Unisys/IBM Mainframe: COBOL, JCL, GEMCOS, DASDL, CANDE, WFL, LINC, DB2 & XGEN. System Migration Project (Citywide) - from Windows XP to Windows’s 7.

Experience with Health Industry as Sr. Business Analyst to facilitate JAD session with various groups; Application Architect, Business Sponsor, Delivery Lead, Project Manager, Information Technology Group, Software Architecture team (Designers), Business Lead, Business Readiness Group, Business Compliance, Business Users, SME and Vendor to Capture Business Requirements. Prepare RTM for SBC (Summary of Benefit Coverage), BAAGs (Benefit at a glance), MOP (Member out of Pocket) and HPA Telephony Upgrade projects. Compiles and analyzes process information from the business partner, including a basic understanding of business terminology. Adheres to IT standards and processes, I worked with IT partners and needs to be able to translate business needs to technical specifications when necessary. Worked with Software Architect Engineer on “New Member Portal” to prepare PowerPoint Presentation document for IT Executive Members. Gathers requirements and develop detailed documentation related to systems requirements and conceptual solutions. Liaison with business customers to identify and define needed system software requirements/specifications Extensive experience and knowledge of Public and Private sectors applications. Conducting JAD (Joint Application Development) session for requirement-gathering (BRD), feasibility studies, impact analysis and cost benefit analysis. Experience in translating business process to Business Process Modeling Notation. Setting up Trace-ability Matrices based on defined business rules. Re-engineering Business Process, Business Contracts, and RFQ/RFP, Technical Documents, and SDM, Agile methodology to analyze and translate business requirements into system specifications. Managing resources, budgets, timelines, status reports, sign-offs, case design and QA/QC Orchestrated weekly status meetings and maintained the project timeline as well as the project plan to ensure successful deployment of the project. Involved in formal review meetings with project teams and developers to report, demonstrate, prioritize and suggest issue resolutions during testing. Exceptional ability to maintain and build client relationship, to appear for frequent meetings one on one with the client and to comfortably converse with all facets in the client’s organization. Facilitated User Acceptance Testing (UAT) with the stakeholders and Business Users. Championed the implementation and usage of SOA (Service Orientated Architecture). SDLC (Software Development Life Cycle): Resource Management, Cost Analysis, Project management of a Technical application development “Citizen Access control” for a Mobile Web Portal using ECM (Enterprise Content Management). IT Liaison, Group Facilitator– Managed and mentored a project team from both technical and functional perspectives including software documentation, cost effective development, Customer issues, monitoring progress, product releases, UAT (User Acceptance Training) & CBT (computer base training) for Public Sector. Risk Management and Critical Mission Control Projects: DPI (Detroit Property Inventory), UI Design-Mobile Application Development (Mobile Monday), Homeland Security, NSP Grant (National Stimulus Package- $42 million) and HRMS (Human Resource Management System) for Public Sector.

EDUCATIONAL BACKGROUND Lean Six Sigma Green Belt (SSGB). ECE, Milwaukee, Wisconsin, USA-Bachelor’s Degree in Business Administration Master of Business and Commerce-University of Ranchi, India-Major: Accounting, Minor: Management of Public Enterprise. Bachelor of Commerce, University of Ranchi, India - Major: Accounting, Minor: Business Economics Post Graduate Certificate in Computer Application-NITIE (National Institute for Training Industrial Engineering) Bombay, India

CERTIFICATIONS PMP (Currently in progress) Certificate of Excellence, Microsoft Supporting Windows NT 3.51-Microsoft, Windsor, Canada CIP (Continuous Improvement Process): Utility Global Improvement-City of Detroit Enterprise System Administration-Indus International, Atlanta, GA DataStream Enterprise Software Evaluation (Preventive Maintenance)

TRAINING IBM – Case Tool System, IBM – eBusiness & Firewall Solution, IBM/Oracle-Work Order Management Sys

TECHNICAL SKILLS MS Project Rational Rose Oracle Business Objects MS Visio IBM Lotus Notes IBM DB2 Actuate Reports UML, Requisite Pro Confluence JIRA , Six Sigma Quality Center Data Modeling Network Diagrams Data Optimization Data Warehouse

Serena PVCS Client/Server PM (Function Point) Crystal/ad hoc Rprt ArcGIS, ESRI, ArcSDE

PL/SQL PERT Charts RDBMS Novell Server Novel GroupWise

Adobe Photoshop HP Documentum v9.2 GUI Monitoring & Control PERT Charts

Infrastructure Management Methodologies: ITIL version 3.0 Framework Managed Software Development team: PHP, HTML, XML, Java, and Testers (Sandbox) Operating Systems Unix, Microsoft Windows, VPN, SharePoint, SQL Server, JBOSS, Linux/Unix, File Systems and active directory. System Migration Project (Citywide) - from Window’s XP to Windows’s 7. Operating Systems: Windows Server 2008, Windows Server 2003, Windows 2000 Server, Windows 7.0, Windows XP, Windows Vista, Windows 2000 Professional, Windows NT Server, Windows NT Workstation, Windows 3.1, Windows 3.0, Microsoft DOS 3.0 & Redhat and Linux Networking: TCP/IP, Ethernet, Token Ring, HTTP, SMTP, SNMP, IMAP, POP3, DNS, DHCP, NetBeui, DSL, RAS, PPTP, IPSec and SSO Virtualization: VMWare Server and Microsoft Virtual Server Unisys/IBM Mainframe: COBOL, JCL, GEMCOS, DASDL, CANDE, WFL, LINC, DB2 & XGEN

ACCOMPLISHMENTSRobert Bosch-USA, Michigan September 2015 – PresentEngagement Manager Budget Size: 5-7 Billion dollars, US and International Customers,

Bosch is one of the largest North American automotive suppliers. Bosch develops, manufactures and supplies precision components and systems, including body electronics, chassis and powertrain products for vehicle manufacturers worldwide.

Projects: Worked with Cross Functional team members to improvise e-commerce site capabilities for 24 national and International customers (Toyota, GM global, Germany, Australia, India, Bulgaria and others).

SRS Project: Project planning and deployment of e-Commerce Web site. Recommendation of ERP system interface to access real time order history data for various customers. 3 Tier structure provided all Distributors access to their Dealers order history by product and part accessories.

RPM Project: Worked closely with TL to understand Product Management. Managed national and International Developers to plan and implement Product Catalog with “Kit Events Log” for 5 customers. JIRA dashboard pages being created to track daily progress. Created Confluence pages for different projects Meeting Minutes, Design and Development, e-Commerce, Gap Analysis, Launch <Project name>, CSP (Customer Service) Impact and RPM (Product Catalog management) for Projects; Toyota, Ford, GM Harley Davidson, Encore and more,

CSP Project: Worked with Core team and QA lead to see all JIRA tickets are being signed-off by each test case for each Release.

DTE (Detroit Edison), Detroit, MI Nov 2013 – Aug 2015Lead Technical Consultant Budget Size: 5-10 Million CSB (Customer Service Billing), Invoice/Billing – 30 members, Payment – 9,Business User Group – 28, Vendor Group – 5, Membership Portal – 12 members, Business User Group – 15,Vendor Group - 6

Project detail: DTE Energy is a diverse energy company and I was involved in a SAP conversion project with various applications; CSB, SWIFT, MIMO, Services Suite, MAXIMO, Customer 360 and Web Services (Nuance). Worked closely with Vendors; Accenture, MAXIMO, Bank of America, IBM and rest to see that system requirements has met before the deployment dates. 38 Business Requests and 2400 man hours were used for Enhancement/Production support for CSB (Oracle), CCS/WBI (Java), MAXIMO/Accenture/BOA and IBM. Organized and lead the Sprint planning meetings; encouraged discussions among team members (Developers and Testers) so that stories were clearly understood and scoped, estimated stories using story points with sizing them whenever necessary, tasked them out, and ensured overall  transparency, accuracy and consistency in maintained. Estimated stories using Story Points/ Poker Points and helped teams with the estimation using Planning Poker. Supported various System Apps: CSB(customer service billing, Maximo v7.5 (work order dispatch), ESRI – site Ids, OPL (outdoor protective lighting), FSA, FSI CSO, CCS, AMI, SWIFT, WSI (Web Logic), BUS, Traffic Cops, Enterprise Service Suite, New Web, Mobile, SAP CRM for Asset Management including Ebill payments, field service tickets, work orders, incident plans and safety plans. Gathered system requirements (BRD) from stakeholders and facilitated JAD/JAR session. Created a 4-member Kanban sub-team to service adhoc report production ticket requests using HP Quality Center. Conducted JAD (Joint Application Development) session with IT team for feasibility studies, impact analysis and cost benefit analysis. Develop detailed documentation related to systems requirements and conceptual solutions. Prepared technical documents (SAD)/SDM by using agile methodology to analyze and translate business requirements into system specifications. Worked closely with Business Relation Manager, Product owners, EA (Enterprise Architect), Customer

Service (CS-360) and Technical Leads to define system impact of each Business Units. Worked with Technical Leads to see that all technical documents have been stored in EDR for IT teams (Developers/QA Leads).

Documentum (EDR) was integrated with different systems at DTE. EDR were used to store, manage various documents; Business Charters, Business Cases, Road Maps (Milestone), Features, Requirements, Use Case and Meeting Minutes with versioning. Supported product owners in maintaining the product backlog and insured effective implementation of agile processes.

Worked closely with Business Owners/Business Relation Manager/Product Owners/EA/TL and SME to see that each system configuration requirement has been met before sign-off. Worked with OCX group to see that all Dynamic Text has been applied with new Forms and URL text has

been sent to Developer Used Architecture diagrams and develop a Power Point presentation with glossary item definition for BA

IT group. Coordinated with Service Suite upper management business group, PMO group and CSB group for successful deployment.

Supported warranty defects production Tickets for GAS and Electric Rate change group Mobile Application deployment (9 months): Worked with PMO office, Treasury group, Digital Channels

and Vendor (IBM – Mobile Application Development) resulting in successful deployment. Created Business Request document based on Business Charter for HPP/PRP (Home Protection Plan) Coordinated Design slam with SME/Technical Leads to confirm all business requirements meets IT standards (SAD) Managed HPP program and work closely with IT groups (Customer Experience, electronic billing) /Business

Manager/SME/Lead Developers/Testers to see Agreements are created in CSB (Customer Service and Billing) correctly.

Coordinated to see New Channel HPP was implemented for HPP Customers. New channel increased to more than 700 sales. Worked with different channels (Services, new Web, Mobile, SWIFT and CSB) for eBill enhancement Worked with Business and analyzed the business cases and their technical requirements Arranged Kick-off meeting with Business Group and IT team leads. Used Scrum methodology (Poker – task complexity ) and discussed critical needs with

PM/developers/Testers Worked in an agile environment with Milestone (monthly) releases. Worked with AMI Business group to create AMI Events for commercial and industrial meters. Gathered business and functional requirements and documented them following SDP methodology.

Assisted the Project Manager in developing the Project Initiation Document (PID), Project Charter, and PMO office.

Responsible for maintaining issues and risk log, risk mitigation and strategies for CIT (customer information technology) team.

Actively involved in JAD sessions, Conference calls and Business Interviews. Performed GAP analysis of Live-link and other Content Management tools with migration projects Worked closely with the developers to resolve the issues using Mercury Quality Center v9.2 (HP) Worked with testing group to perform System Regression testing. Coordinated System performance with QA Lead by using Load Runner. Coordinated with Business Users and Test Leads in performing User Acceptance Testing. Facilitated Retrospective meetings (After Action Review) with CIT group/SME/Technical Leads after the

development. Responsible for providing training material to Users and written quick reference guides. Actively participated in production support activities (tickets), providing technical support to Users after the

application went live. Assisted BA Manager in developing the Business Continuity Plan for multiple projects.

Environment: Documentum 5.3 SP1/SP5, Maximo 6.x/5.x/7.5(upgrade), Visio, CSS, Crystal reports, Mercury Quality Center v9.2, Windows NT/2000, Excel, Word, Power Point, MS Project, Oracle, SQL, Toad.

Blue Cross Blue Shield, Detroit, MI Aug 2012 – November 2013Project Management/Lead Technical AnalystBudget Size: 40.5 Million (Health Care Reform), Enrollment – 15 members, Business User Group – 20,Vendor Group – 8, Membership Portal – 22 members, Bbusiness User Group – 15, Vendor Group – 6, SBC/BAAGs – 30 members, Business User Group – 20, Vendor Group – 6, HPA Telephonic – 20 members, Business User Group – 18 and Vendor Group - 9

Extensive experience and knowledge of Healthcare Industry; Claims, Enrollment and other Membership Systems (HIPPA (Health Insurance Portability and Accountability Act).

Worked with Software Architect Engineer on “New Member Portal” to prepare PowerPoint Presentation document for IT Executive Members.

Performed GAP analysis for Enrollment (2009-2011 – 469 pages of documents) with healthcare industry for risk impact based on business rules.

Gathered requirements (BRD) from Product Owner, Managers, SMEs and QAs of various Departments. Functioned as the bridge between functional (FRD) business units and IT. Led Daily Scrum Stand Up, and Sprint Retrospective meeting. Created product backlog, sprint backlog and

orchestrated backlog grooming, creating epics and user stories. Gap analysis and TARs for associated stories in each individual Sprint.

User stories and agile methodology were used to analyze and translate business requirements into system specifications.

Conducted JAD (Joint Application Development) sessions for requirements gathering, analysis, design, feasibility studies and cost/benefit analysis.

Implemented new Change Control process with executive team Documented SQA processes and assisted IT team in development with new functionality before signoff by

using QC Management System. Updated Issues (Epics, Stories, and Tasks) for agile application. Developed project impact and process

control document Facilitated User Acceptance Testing (UAT) with the stakeholders and Business Users. Developed the Project Managers SharePoint site which provided all processes for PM’s to follow during the

Build i.e Technical Resources Build process/contacts/Change Management Process. Worked with Technical Team and Delivery Lead to complete SAD (Software Architecture Document)

document for monthly/quarterly Releases.

Responsibilities: Enrollment, Quoting and CDH:

Gap Analysis was done comparing 2009 and 2012 BRDs for Employer information, SIC Code

search, Employer Contribution, Estimated Cost, Eligibility Requirements, Current Carrier, Medical Information, Application Summary, Employer Signature and Estimated Employer Cost Age Rates.

Work with Business Directors, Business Leads, Business Users, Business Sponsor, SMEs,Delivery Lead, Application Architect Group and Vendor to facilitate JAD session create FRD (Functional Requirements Document) to accommodate Federal mandate program related with Enrollment and Quoting.

New Member Portal:Digital experience roadmap to align with other departments initiatives. Created a Power Point Presentation for Executive Technology team members and work with various groups. This covered Technology Architecture, Future Expansion, Capabilities by Release, Coverage/Benefits, Claims, PHI (Protected Health Information), EOB (Explanation of Benefits), COB (Coordination of Benefits), Member Communication, Mobile Application and Future Capabilities for Member Site.

Next Generation PortalRequirement gathering from various team members and created Technical document for Executive members. Gathered Technical, Business and Security requirements for SSO, Portal, Identity server, Access Manager, proxy Server and Directory Server. Evaluated eGateway products previously purchased for fit into NGP architecture and roadmap.

Member Out of PocketRequirement gathering to provide commercial PPO members a web-based tool that shows the member his/her Estimated out-of-pocket expense (MOP) based on the member’s selection of a specific medical service Covered by the Association’s National Consumer Cost Tool program (NCCT). Today members do not have An on-line tool that automatically calculates for them their estimated out-of-pocket expense based on their Selection of a specific service from a specific provider.

HPA Telephony System UpgradeRequirement gathering for new CISCO phone system which will enable click to chat and co-browse capabilities. This is required to be able to enroll new members in individual Health Plans when the HCR open enrollment period. Move HPA agents from current legacy system to Cisco UCCE infrastructure

Provide workforce management, virtual queuing, schedule callbacks, and reporting metrics for HPA Gents Blind transfer voice only calls to Activation Center Vendor. Provide screen pop-up functionality to HPA IBU Member enrollment by HPA and Activation Center Co-Browsing and Click-to-Chat functionality for internal HPA. Make Outbound Vendor (Prospect) Calls, Skill based routing for HPA calls, Telephony Voicemail for HPA & Direct selection of an agent extension.

SBC (Summary of Benefits and Coverage) BRD for Release 3 to describe the architectural details of the new service that would generate a SBC documentfor

various consumers in order to satisfy the business requirements and the unique needs of different systems and to provide the necessary flexibility and efficiency needed to cater to all the consumers. Work with development teams of the SBC Generator service and facilitated JAD session to see that new mockup screens for tracking and reporting meets their requirements. An API will be defined for the SBC Generator service, which will be used by various consumers to request and retrieve a SBC document for shoppers/members/applicants/agents/groups.

User stories; Worked with Benefit Services Department and analyzed the number of calls registered on each product. Helped reduce the number of calls by 35% (Improvement realized over a 6 months period)

Futurenet Inc., Detroit, MI May 2012 – Aug 2012Lead Business ConsultantBudget Size: 25 Million (total), Consultancy provided: 20 members

Kirkwood Electric, MO April 2011 to May 2012 Independent Business ConsultantBudget Size: 4.0 Million (total), 10 Intersections, Consultancy Provided: 12 members City of Detroit, Detroit, MI April 2007 to April 2011Information Technology Manager

Budget Authority: 4.5 Million, Project Team: 22 members, Reporting Personnel: 15, Delivery: SuccessfulUser Support: 290+City of Detroit, Detroit, MI June 2003 to April 2007Information Technology ManagerBudget Authority: 1.5 Million, Project Team: 15 members, Reporting Personnel: 10, Delivery: Successful &

User Support: 250+ City of Detroit, Detroit, MI Oct 2002 – June 2003 Technology Project SpecialistProject Team: 20 members, Reporting Personnel: 4, Delivery: SuccessfulCity of Detroit, Detroit, MI Oct 1998 – Aug 2002 IT Consultant (Ultimate Computer Solutions, Inc.)Approved Contract: 2.5 Million, Project Team: 13 members, Reporting Personnel: 10, Delivery: SuccessfulCity of Detroit, Detroit, MI Oct 1990 – Oct 1998 Consultant (Strategic Staffing Solutions)Unisys, McLean, VA Jan 1990 - Oct 1990Technical Project ConsultantPental of America, Hawthorn, CA Oct 1989 - Jan 1990IT Material ManagerResponsibilities: Material Management and Bar code Online Reservation System Managed 8 Infrastructure Projects at one time with high project delivery timelines. Clients Line of Business (Retail/Distribution Technology/CCR/Wealth and Technology Refresh (CCR) Managed numbers of projects including, network upgrade, server upgrades and Wireless Network. Deployed new packages with Data and Call Centers. Deployed Identity Management for retail client. Eveready Battery Company, St. Louis, MO Jun 1989 - Oct 1989

System Analyst ******************************************************************************************