SUMMARY

• Client Relations
• Process Development
• Regression/SIT Testing
• Requirements Elicitation
• Software Implementation
• Technical Documentation
• User Interface Design

Accomplished and highly focused professional that is able to successfully work in ambiguous, complex, and challenging business environments. Autonomous producer and team leader able to consistently deliver high quality, measurable results that exceed client and company expectations. Strong team-building, leadership, motivation and communication skills coupled with insights into streamlining processes and procedures.

CAREER TRACK

BUSINESS ANALYST
Confidentail AUG 2007 - JUL 2009

Traveled to client sites to elicit, translate, and document requirements via interviews, JAD type workshops and/or existing systems documentation. Performed accurate analysis, tracking, and reporting of client issues and provided resolution to said issues. Assigned tasks, deliverables, and deadlines to junior team members. Reported weekly progress in team lead status meetings. Supported and provided input to the technical design of solution components by interfacing with development and data teams. Interfaced with (QA) Quality Assurance team and client to manage expectations and resolve issues. Assisted QA team in executing test cases/scripts in TFS.

• Created business rules, use cases, and functional specification documents
• Created user interface mock-ups and process flow diagrams
• Experienced in Healthcare, Oil/Gas, and Hotel Management industries
• Filled in as interim BA Lead, which resulted in meeting all deadlines and milestones

BUSINESS SYSTEMS ANALYST
Confidentail NOV 2006 - AUG 2007

Participated in defining systems requirements, testing, training, implementation, and support for new and existing software applications. Responsible for project deliverables (SDLC) including documenting business requirements, writing functional specifications, providing level of effort estimates and providing status updates. Solicited client requirements through interviews, workshops, and/or existing system documentation or procedures. Analyzed current versus proposed business processes. Provided third-level support for daily maintenance of applications. Worked with BankPro Teller, BankPro Sales and Service, Online Banking, and ATM applications. Conducted interviews to fill vacant team positions.

• Created and executed test scripts
• Efforts resulted in zero percent downtime
• Performed system integration and regression testing

SOFTWARE SUPPORT ANALYST II
Confidentail JUN 2005 - NOV 2006

Analyzed, recommended, tested, and implemented hardware/software solutions to maintain productivity and reduce operating costs. Wrote functional specifications, technical documents, change control documents, and test scripts. Documented problems, gathered logs/files, analyzed reported issues, and assessed problem resolution. Communicated production issues to vendors and/or development team while taking ownership of issue through resolution. Supported applications such as FactorSQL, ImageScan Lockbox, LaserPro, MTS wire transfer system, OnePoint, Remittance banking, TSoft Form Master, and various other financial programs. Conducted interviews to fill vacant team positions.

• Converted existing software systems to acquiring company's software platform
• Efforts resulted in zero percent downtime
• Performed user acceptance and regression testing
• Tested, implemented, and maintained DR systems

SENIOR CUSTOMER SUPPORT ANALYST
Confidentail APR 2002 - JUN 2005

Provided focused, effective leadership supporting a large user base for multiple systems. Analyzed and quickly resolved complex software, hardware, data, network, and telecom issues. Supported both PC/POS hardware and 100+ software applications. Monitored LAN/WAN to ensure 100% operations to meet business and revenue goals throughout stores. Managed trouble tickets to prompt resolution or escalation. Promoted to Senior Analyst for superior service, technical expertise, and contagious positive work ethic.

• Administered and upgraded Apropos call software resulting in increased user and agent functionality
• Designed, implemented, and administered a technical support database using FrontPage. Database immediately doubled team productivity and significantly reduced call times
• Provided training to team members which increased technical abilities and customer service skills

HELP DESK COORDINATOR
Confidentail JAN 2001 - APR 2002

Provided computer and network support for Agfa, Continental Airlines, Bimbo Bakeries, eBreviate, Franklin Covey, and Textron. Worked closely with network engineering and/or applications development identifying and formulating cost-effective strategies and solutions. Services rendered included restoring network outages and implementing changes to resolve core issues under extremely challenging deadlines. Served as Disaster Recovery SME and created knowledge base articles resulting in faster service delivery.

• Noteworthy achievement included selection to lead a project in Federal Way, WA, resulting in a marked improvement of the Weyerhaeuser Helpdesk metrics.
• Proactively trained new and existing personnel which led to more technically advanced agents.

TECHNICAL SKILLS

Access, Apropos, Citrix, Contivity, Dameware, Elo Touch Systems, Heat, Lotus Notes
Mainframe, Marimba, Mercury, Microsoft Office, Outlook, Query Analyzer, Remedy
SharePoint, SQL, (TFS) Team Foundation Server, Toad, UNIX, Vantive, Visio, Windows Vista/XP

EDUCATION

Business Analysis

BBA in Business Computer Information Systems
BBA in Management