1. DINESH RAMAM UR T HY
 : +91- 8870477796, +91- 9880096273
: dinesh.ramamurthy @cognizant.com , dinocandy @ g mail.com
 : 283, 46th
Street, 6th
Sector, TVS Colony, Anna Nagar West Extn., Chennai- 600101
________________________SENIOR MANAGEMENT PROFESSIONAL______________________
Aiming for assignments in Program Management /Business Analysis / Project Management with
a leading organization of high repute
PROFILE SNAPSHOT
A competent professional with over 9 years of experience in:
-Digital Marketing -Business Analysis - Client Relationship
Management
- Team management -Project Management - Requirements
Gathering
-Process Enhancement -Training - Business Process
Reengineering
 A dynamic professional with experienced in client & crises management, marketing needs
elicitation, customer calling, client interactions, subject matter expert discussions, etc.
 Expertise in carrying out Fish Bone, Four Box & Pareto Chart Analysis and implementing the
findings/changes needed to the process stakeholders
 Gained hands- on experience in Telecommunication Business Systems Analysis, entailing
understanding source & target models & impact analysis
 A result- driven operations management professional, combining extensive track record in
implementing superior performance and innovation across multiple department while streamlining
operations and enhancing productivity
 Proficient in carrying out business process analysis & design and process & cost optimization
 Acquired Consultant experience for American Telecommunication industry, Telephone
Number Migrations, Internet Installations, Order Management, and Critical Customer Care
Management & End- to- end Process Flow Management
 Competence in swiftly ramping up projects with competent cross- functional skills and on
time execution
 Efficient organizer, motivator, team player and a decisive leader with the ability to motivate teams
to excel and win
 Established as excellent communicator and innovative problem solver, increasing the
employee potential
 Can cultivate lasting relationships with client, employee and management improvising in efficiency
in performance and enhanced productive results
CAREER HIGHLIGHTS
 Holds the merit of:
o Having 1 years’ experience in Digital Marketing field by creating, managing and conducting of
Profession Webcast and seminar on marketing topics for world’s Leading Recruiting Company
o Functioning in Manila on a transition process, setting- up the centre, training, mentoring, and
knowledge transfer for an online process
o Being promoting to next level (SPE to SME, SME to Team Lead, Team Lead to Business
Analyst) in every 18 months (once it was a minimum requirement period for promotion to next
level in the company)
 Distinction of:
o Having 3 successful years of experience as Team Leader with 0% attrition
o Handling 5 different Lean, Operation Clarity and Six Sigma Projects, yielding 24 FTE
benefit over a 1 year Journey
o Implementing multiple innovation and enhancement ideas, new development process and
monitoring tool designing with onshore counterparts
o Being the SPOC for business continuity plan with respect to 408 FTE Team based of Chennai
 Played a pivotal role as a part of recruitment, training and deployment of a pilot phase project in
Manila, and also involved in prime team to setup the centre as per client requirement
 Actively participating in automation ideas & implementing redesign for automation with client
business requirements specifications by conducting brainstorming session with stakeholders,

2. managing change requests, coordinating in development, automation and enhancement designs
in tools with client
 Strong understanding of SLDC Concepts, with in hand experience in Agile and Extreme software
design methodologies and Scrum concept with participation in Hackathon conducted within
Cognizant.
 Effectively worked as Team Lead for 3 years in 5 Sub Process and Trainer for 4 Sub Process for
handling 28 batches within a year and gained expertise in People Handling, Client Management
and Crises Management
AREAS OF EXPERTISE
Business Analysis:
 Mapping business requirements and translating these requirements into functional specifications &
detailed test plans
 Spearheading the process automation initiatives entailing understanding business requirements
and preparing functional specifications
 Analysing business processes, conducting benchmarking study / trend analysis and using various
business tools to assist the critical decision making process
 Preparing reports to apprise management of the business performance and assisting in
formulating future objectives and operational policies / procedures
Project Management:
 Participating in project review meetings for tracking project progress & de- bottlenecking &
implementation of procedures as per norms and standards
 Anchoring project activities to ensure completion of project within the time & cost parameters and
effective resource utilization to maximize the output
EMPLOYMENT DETAILS
Since Mar’09 Cognizant Technology Solutions as Business Analyst
Growth Path
Mar’09- Nov’10 Senior Process Executive, Cognizant Technology Solutions, Chennai
Nov’10- May’12 Process Specialist
May’12- Apr’14 Team Lead
Apr’14- Till Date Business Analyst
Key Result Areas (Across the Tenure):
• Responsible for coordinating with marketer for lead generation, sponsored updates, live connect
stream engagements and campaign management
• Effectively working with complex HTML Template, by accommodating the change request from the
marketer and managing the complex microsite request to develop webpages using Adobe-
Experience Manger and deploying the mail formats to the members using Oracle- Eloqua version
10 and handling all internal as well as external stakeholders, estimation, tracking and controlling
seminars with multiple Stake holder
• Working marketers on cost analysis, profit forecast, new account conversion probabilities and
gaging the future seminars
• Coordinating with Subject Matter Experts for analysing/data mapping, preparing first level design
specification for development, creating requirements traceability, use cases & process flow
documentation & tracking project status and participating in requirement gathering meetings with
clients, technical solution leads and stakeholders
• Functioning with Cognizant Application Services- Delivery Excellence in creating a silo tool for
contact management centre for all the 2000 Accounts in Cognizant.
• Working in coordination with:
o PM, AM and VP’s for requirement elicitation on major internal project for revenue analysis
o Clients and Tool Development Team for enhancing current tool creating 15 FTE reduction
• Proficient in creating decision flow diagram and UAT test cases, future road maps, Scrum flow
chart
• Supervising a team of 20 personnel from different age group, culture and educational background
• Building and maintaining healthy business relations with corporate clients, ensuring high customer
satisfaction matrices by achieving delivery & service quality norms
• Gathering functional requirements to represent the processes and functions involved
• Conducting project feasibility studies and preparing reports to assess the viability & growth
opportunities for projects and business lines

3. • Preparing project schedules and monitoring projects with respect to cost, resource deployment and
time over- runs to ensure timely execution of projects
• Handling end- to- end management of multiple projects from start- up till final execution of the
same; participating in project review meetings for evaluating project progress & de- bottlenecking
• Functioning as a Trainer for 4 Sub Process in Order Management
• Conducting and channelizing multiple brainstorming and group discussion to capture updates and
information related to enhancement & tool deployment
Significant Accomplishments:
• Holds the merit of handling KT Transition by understanding the client process and setting- up the
pre- requisite of centre, recruiting associates, training, floor support, performance documentation
and assessing associates for go live
• Got several accolades such as Best Vanguard, Unsung Hero, Innovator 2013, Hackathon Business
Analytics and Multiple Appreciation from clients for customer satisfaction and customer retention
• Actively served as a part of process enhancement projects like Switch, Lean, Operation Clarity,
Innovation Submit, Process Efficiency Metrification, etc.
• Successfully handled the 27 batches and trained them on 4 sub- process
• Holds the merit of being the part of all Lean, Kaizen Board, Heijunka Box and Six Sigma Projects all
sub- process
• Played a pivotal role in implementing Automation Ideas in various projects, resulting in 15%
volume reduction in the overall processed volume leading to 30 FTE benefit in the last 3 years
• Distinction of serving as a Trainer for a group of 40 member team in Manila, Philippines for a Pilot
Process and monitored the team performance
• Worked as a Team Leader in a pilot process and trained & enhanced the agent’s performance and
process knowledge at all levels
PREVIOUS EXPERIENCE
Mar’08- Mar’09 Allsec Technology Solutions Ltd., Chennai as Customer Sales
Executive
Jun’07- Mar’08 Hotel Radha Regent, Chennai as Senior Bar Tender
May’06- Jun’07 Hotel Residency, Coimbatore as Trainee Captain
TECHNICAL PURVIEW
Languages: HTML, XML, DB Query, etc.
Operating System: XP, Windows & VMWare
Designing Tools: Dream Viewer and MS Office- PowerPoint, Visio, Word, Excel & Access
Tools: Adobe- CQ 5, Oracle- Eloqua Version10, Sales force, Jira Trouble Ticketing, Tera
Data- Data base Management, CRM, PST, BBNMS, G2, LFACS & Exception
Manager
Others: Understanding of SDLC Concepts, Agile Methodology and Scrum Concepts, Lean,
Six Sigma, Operation Clarity, Innovation Techniques, CARES Frame Work, SIPOC
Implementation, BRD, RFP writing skills, Requirement Elicitation
ACADEMIC DETAILS
• Bachelor of Science in Hotel Management & Catering Technology from University of Madras,
Location in 2006
PROFESSIONAL ENHANCEMENT
• Certified Trainer from AT&T for 4 Sub Process within Order Management Team
• Completed L0 and L1 Telecommunication Certificates provided by AT&T
• Trained on:
o Creating Requirement Elicitation, Business Requirement Document and Process Flow Creation
o American Accent and was exposed briefly about American Culture and Civilization
o Tier 1 Technical Troubleshooting and Problem Identification Techniques

4. PERSONAL DETAILS
Date of Birth: 10th
March, 1986
Languages Known: English and Tamil
Hindi, Telugu and Kaneda (Can understand)
Please refer to Annexure for Major Project details

5. ANNEXURE
M AJOR PROJECTS
Project Title: Marketing Operations
Client: LinkedIn Corporation
Period: Jun’14- Till Date
Value Add: 208 campaigns deployed in first quarter of 2015 with 10 FTE’s
Description: LinkedIn Corporation is a business- oriented professional networking service.
Cognizant supports LinkedIn Marketing Solutions Team in organizing the entire
customer database to attend the seminar and track the Leads to the sales team and
tracking efficiency and other reports on performance of the seminar to value
generation for LinkedIn. LinkedIn supports its operation requirement with various
rages of tools including Eloqua, Adobe - Experience Manager, Sales Force, Jira and
also a variety of DWH Platforms.
Responsibilities:
• Conducted research and documented As- Is processes, defined To- Be processes along with the
business process flows
• Successfully implemented Lean, Six Sigma, Fish Bone & Ishikawa Analysis for identifying the
defect and creating change process for improving the efficiency in lead generations
• Played a pivotal role to improve quality of process to 95% when team strived to achieve the same for
last 1 year period
• Effectively worked with Marketer around the world for creating campaign requirement and work
distribution
• Created campaigns using Eloqua Campaign Management Tool and deployed E- Mails for seminar
• Worked with multiple complex microsite pages boosting the customer to provide such task to off
shore team under my supervision
• Created many complex assignments such as Drip methodology, Webcast series, Webcast on
demand, Global live relay seminars
• Functioned on Adobe Experience Manager for creating microsites and interactive web based
sponsor updates
Highlight:
• Successfully deployed 208 Campaigns in first quarter of 2015 with 10 FTE’s
Project Title: Design and Implementation CDCC Tool
Client: Delivery Excellence - Cognizant Technology Solutions
Value Add: Standardization of Contractual Commitments
Period: Jan’14- May’14
Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool,
Exception Manager
Description: The project was aimed at creating a central repository to manage all the contractual
commitments related to Accounts and Projects, as actionable rule with frequency,
occurrence and benchmark. The contractual commitment will be tracked for useful
insights on our performance against contracts, insights on ability to consistently
deliver, early alerts and risks on the unpredictability/volatility to invoke actions and
plugging back the insights to improvise our contracting process.
Responsibilities:
• Researched and documented As- Is processes, defined To- Be processes along with the Business
process flows
• Created Workflow diagrams to understand the process flow and requirement of each level and
work opportunities
• Created Process flow and logical diagram defining roles and responsibility of stakeholders in detail
• Performed detailed requirements walkthrough with customer and discussed with Performance
Excellence team and Business Consultant team to understand the requirement
• Conducted research for online tools to satisfy the automation and tool design requirement
• Functioned with the team of 20 Programmers from different platforms for tool designing
• Entrusted with the responsibility of conducting test documentation, data collation and
understanding the project model to improvise from the data model
• Worked with PM, AM, VP’s for requirement gathering, creating process flow, RHMS requirements,
Uses/Test case development
Project Title: Intensive Care Unit
Client: AT&T U- Verse
Period: May’13- Jan’14
Value Add: Customer Satisfaction, increased Resolution

6. Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool,
Exception Manager
Description: The American Telephone and Telegraph Company (AT&T) is largest
Telecommunication industry in USA. Cognizant provides Order Management
Services, Migration of Telephone Numbers, Layer 1 preparation for internet
connectivity, installation support and end- to- end Order Management with
Automation and tool enhancement idea yielding to systematic and error proof
installations of customers order. Proposed idea to create a team of process
specialist from all the sub teams in AT&T with special access to take care of Client
escalation and exception not resolved after multiple touches with to find solutions
and fix the order flow issues.
Responsibilities:
• Served as a part of the Selection Team to identify the specialist in individual sub process to work in
ICU Team
• Proposed the model to client for signoff on the new sub process
• Created job descriptions and in detailed roles and responsibilities for every individual in the team
• Instrumental in creating a raw data source for high risk customer based on the number of times an
exception is worked by a specific department
• Developed a specific admin group (ICU Team) to handle high risk score exceptions
• Defined work load for agents depending on the criticality and business requirement
Project Title: Six Sigma Project
Period: 2012 April to 2013 May
Value Add: 10 FTE Benefit
Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool,
Exception Manager
Description: The AT&T sub process Order Management and Activation had 3 level process
flows (USOMA Level1, Level 2 and Level3); each level had a specific set of error
corrections to be made for the order to flow. It required agents set of agents to
work on each level and they should interact with internal levels for the order to
flow.
Responsibilities:
• Understood the end- to- end process flowed to fix the step and inter link between each level
• Imparted training to all the agents in separate levels with interlinked levels so that individuals in
each level can also fix the errors in subsequent levels
• Defined the new process module to the client, stake holders and vendor managers
• Measured the value add in the test phase and generated reports & presentations for the client
• Prepared presentations and modules for implementations on the benefit of future model
• Tracked the test results, change implementation, training, go live performance of new modules
• Implemented the new module the process had a yield of 10 FTE Benefit due to which we were able
to gain a new process (BOS VOM) for Tier 2 order management support
Project Title: Lean
Period: Feb’11- Mar’12
Value Add : 4.3 FTE Benefit
Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool,
Exception Manager
Responsibilities:
• Worked as a Team Lead for a team of 22 associate from multiple financial and ethnicity
background
• Prepared the roadmap and process performance document and discussed one on one,
performance improvement discussion and monitored associates performance
• Created Kaizen Burst charts and VSM to identify the potential waste and defined To- Be processes
along with the Business process flows
• Performed Time and Motion Study, Kaizen Board Analysis, Brain Storming Session and Value
Stream Mapping to identify non- value added activities in process
• Categorised problem statements as Gemba Kaizen points and new paper, to implement and yield
results
• Implemented all the Gemba Kaizen points for non- value added activities and compared the end
results with the earlier modules
• Generated 4.3 FTE Benefit by implementing the Lean concepts to remove non value added
opportunities

7. Project Title: Trainer
Period: Jul’10- Jan’11
Responsibilities:
• Looked after the class room training and floor support for new hires for 4 sub process
• Conducted the pre- qualifying assessment and gaged them on process knowledge and understood the
method & procedure
• Assigned workload and monitored soft go live associates in testing environment, addressed
queries and prepared FAQ document as a ready reckoner
• Monitored the associates performance & document quality error and conducted refresher training
depending on the needs of the associates
• Ensured associates are fully capable of handling workload and job requirement before they hit go
live
• Accessed them with a final set of examination and certify the associates to go live upon Client
signoff
Project Title: Operation Clarity
Period: Feb’10- Jun’10
Value Add : Streamline End to End Process
Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool,
Exception Manager
Description: Cognizant provides Order Management solutions for AT&T with 6 Sub process,
working at different level with few other client partners indulged in completing
the vision of order installation on promised Due date. In 2010 there was a change
in Billing with Cognizant which required a process streamlining and redefining
M&P and agreements with the client to keep up with business needs.
Responsibilities:
• Consolidated all the M&P in Order management centre and created a value stream mapping for
end to end process
• Performed detailed requirements walkthrough with customer, discussed with Performance
Excellence Team and Business Consultant Team to understand the modification requirement
• Worked closely with M&P team and stake holders to identify change in business module
• Innovated Smart Chat modules in order to interact with partnership group for fixing errors to
reduce referrals improvising the resolution %
• Coordinated with tool Development team to make changes in routing logic and business modelling
by implementing business case studies for change in business concept to generate revenue to the
organization
• Responsible for providing KT on process change and new implementation to operations team
Project Title: Knowledge Transfer
Period: Sep’09- Dec’09
Location: Manila, Philippines
Value Add: Successfully established new centre
Environment: CRM, Main Frame, SDP and BBNMS, Avaya monitoring
Description: Cognizant signed off for an online process to resolve customer queries regarding
order installation and telephone number portability. Client requested for an off
shore site in Philippines.
Responsibilities:
• Handled the recruitment of the agents for calling process
• Involved in establishing network, installation of Avaya, all program requirements for client
processing
• Served as a part of requirement gathering meetings with clients and provided Project Estimates,
prepared Project Plans and got involved in direct compunctions with Client
• Prepared Test Plans, Traceability Matrix at the completion of release, Daily/Weekly/Monthly status
report, Defect Report and sent to client
• Involved in training the new team on voice and accent requirements and screen agents through
Berlitz English testing module
• Provided the process training and conducted the assessment for associates & floor support for go
live agents on the floor, addressed all escalation issues
Project Title: M&P Collation
Period: Apr’09- Jun’09
Value Add: 108 Mission hour reduction
Responsibilities:

8. • Involved in requirement gathering meetings with clients, technical solution leads and stake holders
understanding the hawk eye process flow
• Understood and prepared the methods and procedure based on Current service providers need
and test the results and preparation of process document for operations team
• Managed the project team and communicated with various departments status, risks and worked
on clearing the road blocks
Highlight:
• Successfully established one stop solution for 128 rejects from current service provider, helping
operations team in reducing order touch rate and on due date product installation yielding to 108
mission hours reduction