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Business Process Analysis Resume

Pine Lake, GA

BUSINESS ANALYST / SYSTEMS ANALYST

Business Process Analysis ~ Enterprise Application Development ~ Data Transformation

Broadly experienced IT professional, combining technical competence as a senior systems analyst with a record of success in requirements management of complex systems architecture for enterprise application development projects. Partnering with diverse user communities to clarify business strategy, define requirements, perform gap analysis, and design process and system improvements that exceed expectations.

Industry experiences focus in Telecommunications, Financial Services, and Manufacturing.

Primary functional focus is in customer care and call center processing, billing, IT strategy and management.

Additional qualifications include:

Functional Analysis

Project Management

SDLC

IT Unified Process

Project Scope & Risk

Interface & Conversion

Database Development

Credit & Payment Processing

Testing / User Acceptance

Representative Career Accomplishments

  • Consistently tasked as discovery expert. Primary accountability for the planning and administration of test and production environments for development, optimization, testing, configuration, change management and interface of new applications or modification of existing applications within enterprise architecture.
  • Completed Masters Certification in Business Analysis.
  • Achieved designation as a Harland Certified Project Manager. Conducted by a Global Charter Registered Education Provider certified by the Project Management Institute.
  • Accomplished first error-free release in Call Center optimization as Project Leader for John H. Harland. Championed and facilitated a standard, regression test plan using WinRunner, in consultation with test team members.
  • Managed disaster back-up program and recovery analysis and planning for SQL Server and database. Defined and developed required back-ups, intervals, storage, and alternate site implementation plans for catastrophic data center loss to maintain business continuity.

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA Mar. 2012 - Present
Sr. Business Analyst / Consultant

  • Business Analyst supporting the business units and IT during analysis, requirements definition, and design activities for Nuance call flow enhancements of the IVR application.
  • Interface with business stakeholders, business consultants, operations managers, developers, quality assurance and architects to elicit, analyze, validate and write business and functional requirements. Create requirements artifacts that defined project scope, assumptions, dependencies, risks, requirements and requirements traceability matrix.
  • Use Rational RequisitePro for requirement management; integration with Quality Center (now ALM).
  • Ensure that documentation for assigned projects is complete, accurate, easy to comprehend, and in compliance with documentation standards.
  • Support analysis and development of test cases, application testing, and user acceptance testing.
  • Schedule and lead project related meetings. Facilitate review sessions with business clients, technical staff for all impacted business areas and systems.

Confidential, Atlanta, GA Jun. 2010 - Feb. 2012
Sr. Business Analyst / Consultant

  • Business Analyst for business enterprise systems supporting business solutions call centers and field sales teams.
  • Interface with business stakeholders, business consultants, end user process engineers, operations managers, developers, quality assurance and architects to elicit, analyze, validate and write business and functional requirements. Create requirements artifacts that defined project scope, assumptions, dependencies, risks, use cases, requirements and requirements traceability matrix.
  • Write use cases, process flows, sequence diagrams and facilitate review of requirements across all appropriate parties (Business SMEs, Project Management, IT Architecture, IT Development and Testing).
  • Use iRise visualization software and Rational RequisitePro for requirement management.
  • Ensure that documentation for assigned projects is complete, accurate, easy to comprehend, and in compliance with current IT Unified Process documentation standards.
  • Support analysis for developing test cases and user documentation, application testing, and user acceptance testing. Support of offshore E2E testing team and local application testing team. Manage change request impact to requirements throughout development life cycle.
  • Schedule and lead project related meetings. Facilitate review sessions with business clients, technical staff for all impacted business areas and systems.

Confidential, Atlanta, GA Jan. 2010 - Jun. 2010
Sr. Business Analyst / Consultant

  • Business Systems Analyst in support of application development using Agile methodology.
  • Create documents for work package, functional requirements, process flows and use cases. Schedule and facilitate internal and external reviews.
  • Support analysis and review for user story handoff.
  • Write test conditions, derive test cases, write test scripts, define test data, write and execute SQL scripts to capture test data and execute test scripts.

Confidential, Atlanta, GA Oct. 2007 - Dec. 2009
Sr. Business Analyst / Consultant

  • Business Systems Analyst for retail applications used by AT & T stores, call centers and field sales teams. Worked on over 20 projects impacting the retail applications, including projects to:
  • Specify credit file alerts during credit processing that required additional customer validation at the point of sale and to invoke out of wallet verification.
  • Allow billing parameter changes in the point of sale system rather than a required login to the native billing system.
  • Provide Sales Operations the transaction level data needed to report execution time for specific application functions to identify and manage acceptable service levels.
  • Enhance compliance with FCC mandated Privacy Order - CPNI.
  • Enable wireless device usage with premised based equipment (IP-PBX from Avaya and Cisco).
  • Streamline the small business contract creation and printing process.
  • Work with business stakeholders, business consultants, user process engineers, operations managers and architects to elicit, analyze, validate and document business and operational requirements; write use cases and facilitate review of functional specifications across all appropriate parties (Business, Project Management, IT Architecture, IT Development and Testing).
  • Ensure that documentation for assigned projects is complete, accurate, easy to comprehend, and in compliance with current IT UP documentation standards.
  • Support analysis for developing test cases and user documentation, application testing, and user acceptance testing.
  • Schedule and/or participate in the organization and leadership of project related meetings.

Confidential, Stone Mountain, GA Jun. 2007 - Sep. 2007
Project Manager / Consultant

  • Project manager for the purchase, restoration, and sale of residential property.

Confidential, Atlanta, GA Feb. 2007 - May 2007
Executive Staff Analyst / Consultant

  • Provide programmatic and analytical support to the Senior Technology Planning Officer in managing and overseeing enterprise technology planning, information security, and program management offices.
  • Analysis of Projected annual Environment Cost for Enterprise Integration project to implement agency data sharing.
  • SharePoint site administrator and coordinator of content planning for ETPD myGTA portal site.
  • Develop scorecard and supporting weighted metrics for reporting division status of Wildly Important Goals.

Confidential, Charlotte, NC Oct. 2006 - Feb. 2007
Project Manager / Consultant

  • Project Manager to assist the Director in establishing a new Quality Management organization.
  • Evaluate existing procedures, deliverables and re-engineer the project plan, progress reporting and status reporting for the Quality Planning SDLC process development team.
  • Analysis and delivery of metrics reporting for migration activity of the Software Configuration Management team.
  • Define metrics for SDLC Quality Planning processes.

Confidential, Stone Mountain, GA Jan. 2004 - Oct. 2006
Project Manager / Consultant

  • Project manager for the purchase, restoration, and sale of residential property.
  • Prepare budget estimates and track to actual cost for construction tasks.
  • Pre-qualify potential buyers, serve as loan processor and mortgage originator for a partner firm.

Confidential, Decatur, GA May 2000 - Dec. 2003
Internal Business Consultant / Project Manager (2003-2004)

  • Progressed from PC development to one of 14-member Siebel Administration team within Technical Architecture Systems Support of $786 million analytic and marketing product provider to the financial services industry.
  • Perform business analysis and redesign of test environment creation process.
  • Led project accomplishing the implementation of an enterprise job scheduler that enabled the management of heterogeneous platforms from a single operations interface for centralized control and monitoring. Researched package solutions and selected vendor, developing proof of concept for organization approval. Directed installation and development of production schedules for the BMS Software CONTROL-M distributed application.
  • Release Management for multiple test environments for the Siebel call center application.
  • Coordinate production implementation of Siebel call center applications. Install, configure, and modify applications; convert and migrate data; develop and test interfaces.
  • Installed, configured, and modified applications; converted and migrated data; developed and tested interfaces for Siebel Call Center, SQL Server database, DB2 database, Windows server, Tibco middleware, iPlanet web server and CyberSource credit card payment processing.
  • Design, code, test, and implement necessary utility programs in Java and Delphi, including data extraction from DB2, SQL, and multiple flat files.

Project Manager/Senior Software Engineer - Interfaces and Conversions (2001-2003)

  • Assigned to cross-organizational team for analysis, requirements gathering, and data definition for the implementation of Siebel Call Center and Sales Force Automation applications.
  • Project manager, team leader, and contributor to system design and conversion projects supporting transfer of data from legacy systems.
  • Determine project requirements and the steps needed to document scenarios for Tibco messaging, produce message flow sequence diagrams, data flow diagrams and data mapping documentation.
  • Plan and track projects from initial requirements assessment and scope definition, through schedule creation and expediting, resource planning and management, and reporting.
  • Leadership of resource management and staff recruiting activities.

Business Analyst/Software Engineer, PC Development (2000-2001)

  • Manage the resolution of critical system problems affecting 250 users of legacy on-line LinkOne Call Center and mainframe pricing application, operating without development support for more than one year. Identify and interview stakeholders to define requirements; facilitate sessions with stakeholders to review requirements and establish project scope and priorities for releases.
  • Implement procedures for Change Management, Release Management and Software Configuration Management for the call center application.
  • Completed more than 19 project change requests, resolving critical call center issues within nine months through focused analysis and strategic modifications.
  • Design and develop a MS Access database and reports to manage requirements.

Confidential, Atlanta, GA June 1989 - Apr. 2000
Application Development Consultant / Owner

  • Established and managed a software development company, employing up to six employees developing financial, retail tracking, and magazine distribution management.
  • Responsible for billing and payment processing for medical bill auditing services for insurance company.
  • Managed over 20 highly visible projects using proprietary methodologies to ensure timely completion. Development in Delphi 1.0 through 4.0, Visual Basic, SQL stored procedures, Access and Clipper.
  • Process definition and implementation of Software Configuration Management for medical bill audits.

EDUCATION & PROFESSIONAL DEVELOPMENT

Master Certificate in Business Analysis
A 24- week program including Essentials of Business Analysis, Mastering Business Analysis, and Project Management for IS/IT Professional.
Essentials of Business Analysis Certificate included Business Process Modeling, Requirements Definition, Data flow diagrams, Control flow diagrams, UML, defining Goals and Objectives, Communicating Requirements, Collecting Data Requirements, and Using CRUD charts to perform affinity analysis.
Mastering Business Analysis Certificate included Defining, Making and Measuring Quality, Planning for Testing, Verification and Validation, and Testing Conformance to Requirements.
Completed Project Management for IS/IT Professional, included Traditional to Newer Methodologies, Initiating, Sponsor/Project Manager Partnership, Planning, Schedule, Balance the Project, Executing and Controlling, Project Team Meetings, Monitoring and Reporting Progress and Status, Closing, Importance of Stakeholder Management, Preparing the Organization for Change, Implications for Agile Project Management, Define the Requirements Management Process, Estimating, Scope, Risk, and Quality Management.
Six Sigma and Lean

Project Management Certification (John H. Harland Project Management Certification) - Passed assessment in a series of project management classes conducted by a Global Charter Registered Education Provider, Project Management Institute.

Master of Education degree in Counseling & Human Development
Major in Student Personnel in Higher Education

Bachelor of Arts Degree - Double Major History and Zoology

BUSINESS, PROJECT & APPLICATION PROFICIENCIES

Quality Assurance:

Load Runner, Test Director, Caliber RM, VSS and PVCS. Test Case Design, Test Execution, Defect Tracking, Metrics Development.

Business Analysis:

Use Cases, Business Process Modeling (BPM), Collecting and Managing Requirements, Risk Analysis and Management, Systems Implementation, Systems Integration, Change Management.

Application Development:

Delphi, Java, C, Cobol, Datastage, FirstLogic, CyberSource, Crystal Reports, ODBC, Shell Scripting. Siebel - Configuration, Siebel - Administration, Siebel - Scripting / eScript and SVB, Siebel - EAI, Siebel - EIM, Tibco, Visual Basic, XML, IVR, Computer Telephony Integration (CTI).

Database Development:

SQL Server, Microsoft Access, DB2 UDB, Informix.

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