PROFESSIONAL SUMMARY:

• Over 15+ years of experience in business analysis, quality assurance analysis, and project management with background in billing and provisioning specifically for General Telephone, Confidential, Bell Atlantic, MCI and Frontier. Responsibilities include customer service, data gathering, data mapping, requirements, data analysis, revenue report and analysis.
• Extensive IT background in data analysis, data mapping, requirements, script development, quality assurance and testing/validation both mainframe and web - based applications using Agile testing methodology. Also handled incident tracking and resolution. Have Project Management and compliance detail for customer specific contracts. Highly motivated, analytical, organized and detail-oriented with excellent communications skills.

TECHNICAL SKILLS:

Languages: UNIX, TSO/ISPF, CICS, DB2, AS400, Oracle PL/SQL

Systems: CBSS, MSOS, BVT (Billing Voucher Treatment), NOCV, CABS, BOSS, ExpressTrak, MITAS

Applications: CBSCNE, ECMS, Billing@Once, DMS, Mercury Quality Center

Software: Microsoft Office Suite, Word, Excel, PowerPoint, Access, SharePoint

PROFESSIONAL EXPERIENCE:

Confidential - Riverview,Florida

Application Support Analyst

Responsibilities:

• Performed Data Analysis for billing integration of systems. Reviewed data to be input and worked with SalesForce and CLM and other applications to ensure accuracy of data being transferred from existing platforms to one being used for transfer of customers. Worked with SalesForce, Sharepoint, CLM and ICOMS (billing system). Short term assignment and completed satisfactorily.

Confidential - Tampa, Florida

Customer Service/QA

Responsibilities:

• Responsible for incoming customer inquiries about tracking. Resolved issues with problem areas and handled customer complaints. Worked with shippers to ensure accuracy in delivery of customer packaging. Temporary assignment to handle call overload. Worked from home and had excellent reviews. Received a bonus for my excelled customer service contribution. .

Confidential - Tampa, Florida

Implementation Manager

Responsibilities:

• As Implementation Manager was responsible for new enhancement rollout/upgrade success to global partners. Worked with developers, testers and input to Project Manager to ensure accuracy of rollout. Used SharePoint, CLM (Sales Tracking Tool), Clarity, other web-based applications for work related performance tracking.

Confidential - Tampa, Florida

Responsibilities:

• Due to family emergency, did mentoring and online testing to stay current with skills. Did volunteer work and also assisted in setting up a contract database for a condo association.

Confidential - Tampa, Florida

Quality Analyst Tester

Responsibilities:

• Worked short - term assignment with large health plan services company as Quality Assurance Tester
• Utilized Quality Center for test script maintenance and AS400 mainframe applications for validation purposes.
• Used SQL and data analysis tools to ensure accuracy of products being implemented. Provided results and identified and tracked out of synch situations. Worked with development team for resolution.

Confidential - Columbus, GA

Senior Business Analyst

Responsibilities:

• Worked assignment with large financial company which included writing requirements, review and developed documentation based on customer business needs and GAP assessments.
• Utilized both mainframe and online applications to determine conversion actions to be taken using SQL both mainframe and Oracle.
• Used various reports for data analysis to determine functional and technical assessment for new enhancement
• Assisted with Project Management for specific Requirement assignments to ensure accurate and timely delivery of documents.
• Performed QA analysis of existing files and record layouts to determine enhancement needs.
• Determined risk analysis, dependencies and outstanding issues for new enhancement to be rolled out.
• Heavy use of mainframe tools (TSO/ISPF, DB2), table structures, flat files and copybook information.

Confidential

Business Analyst

Responsibilities:

• Responsible for gathering and documenting requirements.
• Performed manual testing and system testing and verified data for migration from Oracle to legacy.
• A Core Team member for large telecom conversion effort for data mapping. Used AS400 and Oracle on UNIX platform SQL for mapping effort and data analysis and verification.
• Heavy interaction with Granite-based applications in administrative role of reverse-data mapping for products and services being transitioned. Utilized related order and provisioning systems for ASR and LSRs in the re-assignment of services from Confidential to Frontier.
• Also used AS400 SQL for input data analysis
• Used SharePoint for document uploads for Customer Review
• Analyzed customer records for all data transfer of products and services and utilized Clarity for Project Management of assigned work record tracking.
• Extensive use of SharePoint for document uploads for Customer Review.
• Utilized Business Intelligence for Oracle application processes
• Working knowledge of TIRKS (Trunks Integrated Record Keeping System) in the circuit mapping process.
• Administrative use of Used Quality Center for document input/incident tracking and testing status
• Quality Assurance validation of all scripts for testing and re-testing before and following submission to developers.

Confidential

Business Analyst/Project Manager

Responsibilities:

• Heavy Administrative support for vendors in the renewal process of hardware/software contracts from Confidential to Frontier
• Project Management of vendor hardware/software expirations and conference meetings
• Verify contract specifications for accuracy in Confidential -Frontier transition and saved approximately $3 million in contract error resolution
• Administrative responsible for tracking new quote requests for hardware/software
• Utilized MS Project and Excel for reporting status’ to management
• Ensured compliance in accordance with terms & conditions of vendor agreements
• Extensive use of SharePoint for contract work - provided upper level reports

Confidential

Business Analyst

Responsibilities:

• Administrative and clerical for various clients including insurance, food service companies
• Performed web-based testing of applications for insurance company and Project Managed expiration and renewal queue
• QA and IT Support for application related issues

Confidential

Quality Assurance Analyst/Support

Responsibilities:

• Responsibilities included testing of internal web-based applications for new enhancements and Project Management of customer expiration agreements
• Used proprietary tracking system for entering incident reporting and resolution
• Worked with both internal and external clients to track licenses for expiration

Confidential

Business Analyst

Responsibilities:

• Wrote requirements, developed test plans, wrote test scripts and used SQL for data validation and manual testing of web-based and mainframe applications and followed the ISO9000 operating guidelines.
• Performed manual testing for Billing Transformation project in preparation for consolidation of multiple billing systems using TSO/ISPF/DB2.
• Regression testing and implementation code change testing to ensure accuracy of billing system changes to be made
• Using File Aid and DB2 provided testing results reports to user community
• Used Mercury Test Director for testing activity and incident reporting/resolution

Confidential

Business Analyst/Manager

Responsibilities:

• Responsible for billing accuracy and compliance for Sarbanes-Oxley and Regulatory for internal and external contract clients using SQL to verify billing code changes
• Revenue report and analysis - working with Enterprise Customers for realization of objectives within the organization
• Coordinated team meetings for defect tracking, documentation and resolution
• SME for new billing system consolidations and updates - worked with developers to resolve necessary user requests and provided SQL reports for validation purposes
• Wrote user requirements and performed testing of GUI based applications
• Liaison between users and development to ensure changes/corrections completed
• Developed reporting methodologies for management and followed the ISO9000 principles
• Isolated and resolved large billing error fallout in customer contracts using SQL
• Developed inter-departmental forms to be used for new process flow
• Used SAP for CRM (Customer Reporting Marketing) for Enterprise customer reporting database tracking which I supported
• Used TIRKS for checking the Sonet and other data circuit billing detail for contract compliance
• As Administrative Focal Point was responsible to provide monthly MIS reports from DB2 and MS Access for validation of data being tested.
• Regional focal point for SOX audit for Individual Case Basis contracts

Confidential

SME Billing Analyst/Programmer

Responsibilities:

• Liaison between internal user group and development team for requirements gathering, data analysis and end-to-end testing for new products being rolled into production
• Completed test results provided to users with incident tracking and resolution provided and 100% accuracy validation provided prior to production rollout
• SME for fBell-Atlantic billing systems and met with fBA team to ensure billing consolidation of data fields consistent with Confidential needs to be tested
• Extensive data analysis to ensure customer needs met using compares (visual) and ISPF DB2 compares for table name and field accuracy.
• Developed test scripts from user requirements, provided validation reports from DB2 & Fileaid and utilized the ISO 9000 standards.
• UAT and regression testing of data to be implemented/changed using SQL to validate existing data for test plan upgrades

Confidential

User Acceptance Testing Specialist/Implementation Specialist/Quality Assurance

Responsibilities:

• Team Lead - programmer/analyst for UAT testing in Powerbase Group within Confidential .
• Developed test scripts based on user requirements for metadata repository changes being made as a result of the former Bell-Atlantic/ Confidential merger
• All phases of testing both UAT and regression performed on data
• Used SQL to provide test results from DB2 and other mainframe tools to upper level management and provided incident tracking analysis/documentation and resolution using Infoman and other proprietary databases
• Provided production support for issues post-production rollout
• Isolated and resolved a large billing fallout with a Pay Per Use requirement and provided a large revenue recovery to Confidential
• Worked as independent contributor in remote capacity to ensure accuracy and compliance. When needed, traveled to other sites to provide updates and recommendations for enhancements.

Confidential

Business Analyst/Specialist

Responsibilities:

• Business Analyst assigned to Commercial Services to develop and test cases for Y2K date field effort.
• Scheduled and participated in data gathering, user requirements documentation and end to end testing of associated processes and programs for international customers to ensure the accuracy of date rollover to 2000 conversion. High dependency on ISO 9000 standards to ensure accuracy.
• Worked both on-site and remote for group to validate job submission accuracy and teamed with other departments to complete all aspects for successful testing.
• Extensive data analysis from various billing applications imported to Excel and mainframe datasets to determine data to be kept for subsequent upload/retention.

Confidential

Business Analyst/Tester

Responsibilities:

• SME for various product/service testing in test and production environments for future billing changes
• Met with users to determine customer needs from BRD and also teamed with development to ensure all jobs/programs in enhancement changes covered for testing.
• Developed necessary test scripts, met with users to sign off on testing documentation and provided accurate results for testing once completed using the Agile methodology.
• Also provided production support as needed for incident tracking and resolution to ensure all customer required needs/changes provided
• Used SQL to verify test results obtained which included but not limited to Excel, Word and other customer proprietary databases
• Assigned to work on special Tax District project to test with ready-to-go results for data field expansion to cover business needs. This involved meeting with users, working through user documentation and development of test scripts to handle the expansion required

Confidential

Operations/CSR/Special Services Operator//Analyst

Responsibilities:

• Utilized various billing and ordering systems for Confidential including but not limited to CBSS, CABS, MSOS, BVT, SORCES (before NOCV) and other proprietary databases as needed to handle both business and residential active and final accounts.
• Selected for special project for customer conversion from residential to business
• Handled Executive Complaint issues and provided results to upper level management
• Handled over 150 calls per day with accuracy, customer satisfaction and complete resolution of issues
• Dependable and responsible for all work assignments and enjoyed challenges
• Coach for group for escalation issues
• Supervisor for upward referral issues both active and final.