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INFORMATION SYSTEMS INTERNSHIP

Fiserv, Inc. is a leader in financial services technology. Fiserv enables clients to achieve best-in-class results by driving quality and innovation in payments, processing services, risk and compliance, customer and channel management, and business insights and optimization.I did my Summer Internship with The Biller Solutions division at Fiserv as a Business Analyst Intern and worked closely with the Director of IT Services in the processes involved in various ongoing projects, one of which was the migration of IVR from physical to Cloud Hosted Solution. The second project was to consolidate the various costs involved in the IVR Services and develop a cost model. I was also involved in Project Management, tracking the deadlines and coordinating with the Infrastructure Team for their High Availability Non-Prod Evolution.

INTRODUCTION

OBJECTIVE

1. Prepared a cost model with the assistance of senior management by :• Understanding the various expenses and their inter-relation• Segregating the costs involved in IVR system under various categories• Consolidating the costs in a single place in a systematic

manner to present to the Finance Department

ACCOMPLISHMENTS & CONCLUSION

5. So far the transition has been challenging but we have been able to achieve considerable success. By the end of the year, the IVR System of Biller Solutions would be able to provide an independent Client Testing and QA environment, speedy and 24/7 testing capabilities to its clients.

RELEVANT COURSEWORKSpreadsheet Modeling & Analytics (OPRE 6332) : Math Functions, concept of Macros, Date Functions, formatting, Charts, Reference Functions cam in handyAgile Software Project Management (MIS 6360) : Prepared the Project Map using MS Project 2013, determined deadlines of activities involved, initiated weekly follow-up meetings

LEARNINGS• Great learning experience and exposure to the

Financial Services Technology & Payment Gateways • Hands-on experience with Servers, Networks,

Firewalls in Data Center and Server Rooms•Worked extensively with excel to fulfil the

requirements of the Cost Model• Got familiar with MS Project and SharePoint • Various concepts like gathering business

requirements, business analysis, project coordination & management were used during the internship

References: http://mainstreet.fiserv.net/display/router.aspx?docid=68283

ACKNOWLEDGEMENT & CONTACTI appreciate and acknowledge the guidance of my manager and mentor Caleb Folse, Director, IT Services and the Infrastructure Team for helping me learn and make the most of my Internship at Fiserv.Name: Pallavi VermaZmail : pxv141730@utdallas.eduUTD ID : 2021239333

• Perform business analysis activities such as requirements analysis, business metrics analysis, business process modeling, and the creation of use cases, business rules, glossaries, diagrams, and responsibility specifications. • Develop a Finance Cost Model for Fiserv’s Interactive

Voice Response system• Develop and maintain Key Performance Indicators

dashboard for Fiserv’s operational team• Perform Analysis and create recommendations for

financial improvements in the IVR business function• Prepare a Project Map for the Non-Prod Evolution and

restructuring of Client Testing Environment• Track weekly activities and get updates from the Team

Pallavi VermaBusiness Analyst Intern

2. Helped in preparing the KPI Dashboard and calculating the number of hours put into resolving each ticket.• Automated the ticketing system & did performance analysis of the Team3. Consolidated weekly performance report of the Support Team with the help of Charts in MS Excel.4. Collaborated with Senior Management & Team members in order to identify the activities involved in Non –Prod Evolution Project. This project demanded infrastructure reengineering to ensure High Availability in the networking & server space for improving client satisfaction.• Maintained the inventory to resolve Technology Debt• Helped in tracking activities involved in improving the client testing experience. The transition is depicted in the

diagram below which shows the Current State of the environment and the proposed future setup.