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CAREER PROFILE

PROFILE

An experienced CRM & Billing Business Analyst /Solution Designer with strong technical skills and a proven track record of success within Telecoms, OSS/BSS, B2B, IT & commercial market sectors.
People oriented team player with strong leadership and excellent relationship management skills.
Results & quality focused, with strategic planning and business development experience.
Recent experience in working in multi cultural environment internationally
Experienced in analysis & implementation, development of CRM, financial & billing systems, operational & project management, leadership & motivation, problem solving & trouble shooting, customer service, efficiency & reliability and Stakeholder management skills experience.  

  CAREER HIGHLIGHTS

• Conducted requirement analysis workshops with business users for Vodafone and O2
• Defined business processes and work-flows for Vodafone and O2
• Produced business requirement documents for a large project migration for O2
• Produced design documents for fault management and accounting systems for O2
• Produced business & design requirements for large projects in the Billing, CM & CRM areas for Vodafone
• Managed the business analysis team in Vodafone for the Billing, CM and CRM areas
• Involved with the launch of a new billing system for Vodafone - one of the major players in the world's mobile market
• Managed onsite development and analysis team for Clarify CRM integration with Billing System
• Involved with reengineering of Clarify to converge three applications into one
• Started an off shore (India) & on shore integrated support team of 45 people from scratch and brought it to a working model
• Managed service delivery and OGS for the billing and Customer Care for Vodafone
• Managed Environments and code delivery of Billing & CRM software
• Managed the design & analysis team for the billing and Customer Care for Vodafone
• Managed and delivered four Customer Care & Billing software releases for Vodafone. Each release worth £1,500,000 to £5,500,000 of development (three concurrent)
• Managed Production Readiness for delivery of the Vodafone UK billing and customer care software upgrade
• Managed full life cycle projects including requirements gathering, issue and risk, development through to delivery and implementation on time and within budget

  CAREER DETAIL

Novemer 2009 to date - E2E Business Analyst in BT

• Act as a BA in a large transformation project for BT led by Tech Mahindra  
  

Jan 2009 to July 2009 Major programs business analyst & Solution Designer in O2

• In charge of analysis of a large project in O2.
• Liaise with the customer on a daily basis to gather business requirements and convert them into functional doable requirements
• Design OSS solutions for a large project related to fixed Line, broadband, contact management and fault management

April 2008 to Jan 2009 Production Manager: Vodafone UK (Amdocs)

Release Manager for the Amdocs Billing and Customer Care software. This includes coordinating the code deliveries, interface installations, code control, hot fix deliveries management ,defect management, patch management, and AT support management

• Environment manager for the Amdocs billing & customer care software. This includes environment allocation, document ownership, focal point, provide clear updates to higher management, risk management, manage production like environments (PAT), coordinate environment sharing
• Production Readiness Manager for Billing and Customer Care software upgrade
• Sep 2006 to April 2008 Service Delivery Manager: Vodafone UK (Amdocs)
• Service Production Manager – managing a support team onsite and offshore for Vodafone UK. This includes billing & customer care, Clarify CRM 11.5/6/12.0, mediation, PRM (revenue sharing), Enabler, self service/e-Care
• Created dual shore support model – part offshore in India and part onsite
• Liaise with the customer on a regular basis
• Committed to regular service improvements to the system (required by contract)
• In charge of 2nd line support for fault management

  Sep 2004 to Sep 2006 BA & Architect & Release Manager: Vodafone UK (Amdocs)

• Billing, CM & CRM BA for Vodafone UK in charge of analysis
• Business analyst and management of the BA team
• Interaction with the customer on a daily basis
• Management of estimations for billing & customer care and CRM
• Coordination of all activities between the customer and the development centre

  March 2002 to Sep 2004 Analysis/Design & Development: Vodafone UK (Amdocs)

• Clarify CRM analysis and design for the CRM software
• Integrated billing solution with Clarify CRM solution
• Managerial responsibility for software delivery process according to demanding schedules
• Continually ensuring high standards of performance and achievement of targets
• Successful liaison with business & IT management to agree delivery schedule
• Leadership of onsite sale effort, design & pilot of a strategic provisioning solution proposal
• Responsible for QA, design, delivery & provision of major IT analytical solutions

2000 to 2002 Business Analyst/Project Leader: Vodafone UK (Amdocs)

• Responsible for undertaking all analytical work on key business financial systems
• Appointed to prepare all feasibility studies, documents and proposed solutions
• Managed reviewing, writing and designing requirements for all key future projects
• Created and implemented major project plans using MS project and Visio
• Successfully led the complete implementation of brand new software versions
• Managed dealer compensation module (DMS) including support & management  

March 1998 to Jan 2000 Team Leader/Business Analyst: Vodafone UK (Amdocs)

• Responsible for leading Customer Service Management, Number Management, Provisioning system and Price Plan system
• Liaised with customers on requirement analysis and review for future versions
• Appointed to manage & co-ordinate onsite software deliveries & bug fix updates
• Acted as second line support for all of the above modules and supported UAT

Jun 1995 to Sept 1997 Field Work Engineer: APLEX, South Africa

Responsible for the installation and maintenance of hardware & software solutions

• Installed and fully maintained all Windows NT and Windows 9x operating systems
• supported complete installation and maintenance of all Novel and NT networks

June 1992 to June 1995 Program Manager: Shekel Electronic Scales, Israel

• Appointed to manage the analysis, design and implementation of ERP solution
• Integrated all of the above with a book keeping solution in a complex environment
• Completely managed the hardware and networking layout in the factory building
• Achieved ISO 9001 accreditation by participating in all aspects of quality control

PERSONAL DETAILS

British
Full clean Driving Licence
Interests include sports, skiing, music, reading & travel; charity
Fluent in English, Hebrew, with conversational Spanish & Portuguese
References available on request