Business Ops Analyst Resume

SUMMARY

Accomplished and highly focused Business Analyst professional that offers a progressive track record of success supporting complex business operations.
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.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Business Ops Analyst

Confidential

Responsibilities:

Serve as the IT liaison with internal/external customers on requests for mobile and web platforms.
Elicit and document stakeholder and end user needs into detailed business requirements.
Create business requirement documents, functional specifications, user interface mock-ups, process flow diagrams, test plans, test cases and traceability matrices.
Lead and manage a team of Business Line Acceptance testers for the testing and implementation phases.
Execute test cases, create defects, track defects, lead triage meetings and report on testing statistics.
Mentor and train junior Business Analysts.

Business Analyst

Confidential

Responsibilities:

Elicited, documented and defined business requirements and functional use cases to support custom application development.
Interfaced with customers to manage expectations and resolve issues.
Analyzed and documented business requirements and translate these to specification and design.
Documented current and desired business processes.
Worked closely with Database, Development and/or QA teams to resolve any project issues.
Created use cases, user interface mock-ups, functional specification, and process flow diagram documents.
Experienced in Healthcare, Hotel and Oil / Gas industries.
Filled in as interim BA Lead, which resulted in meeting all deadlines and milestones.

Business Systems Analyst

Confidential

Responsibilities:

Solicited client requirements through interviews, workshops and/or existing system documentation.
Participated in the support and all phases of implementation of web based applications.
Created and executed test scripts.
Provided third-level support for daily maintenance of applications.
Conducted interviews to fill vacant team positions.
Performed system integration and regression testing for the implementation of new software applications.

Software Support Analyst

Confidential

Responsibilities:

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.
Supported applications such as FactorSQL, ImageScan Lockbox, LaserPro, MTS wire transfer system, OnePoint, Remittance banking, TSoft Form Master, and various other financial programs.
Converted existing software systems to acquiring company’s software platform.
Performed user acceptance and regression testing.
Tested, implemented, and maintained DR systems.

Senior Customer Support Analyst

Confidential

Responsibilities:

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.
Managed trouble tickets to prompt resolution or escalation.
Administered and upgraded Apropos call software.
Designed, implemented, and administered a technical support database using FrontPage.

Help Desk Coordinator

Confidential

Responsibilities:

Created knowledge base articles resulting in faster service delivery and improved customer satisfaction.
Proactively trained new and existing personnel which led to more technically advanced agents.
Provided computer and network support for Agfa, Continental Airlines, Bimbo Bakeries, eBreviate, Franklin Covey, and Textron.
Restored network outages and implemented changes to resolve core issues.