PROFESSIONAL EXPERIENCE:

Business Systems Analyst

Confidential

Responsibilities:

• Flush out and translate general business requirements from the intent owners into technical documentation and requirements for the development teams to consume
• Document the primary systems and business workflows
• Documentation of business processes and systems, Confluence & LucidChart
• Map current project initiatives to the documentation and identify gaps
• Work with key stakeholders, product managers, and project manager to create projects, epics, and stories with UAT requirements which bridge these gaps and align them to backlogs (Kanban and Sprint/Scrum)
• Works closely with the Project Manager in all aspects of the solution and acts as primary Backup to PM
• Create Testing documentation for QA

Business Analyst Sr.

Confidential, Tustin, CA

Responsibilities:

• Work with stakeholders to gather, understand and define business requirements, for D365 CRM, Sales, Implementation
• Develop current and future state D365 CRM, Sales, Workflows and Business process flows and user stories to support the design and development of solutions for our customers
• Work collaboratively with team members to design a solution that will meet our customer's business requirements, including documentation
• Manage day to day CRM (D365, Sales) administration duties including troubleshooting issues, managing users, creating reports, system views and system dashboards, creating a backlog of new functionality, enhancement request requests.
• Identify and define user stories to support the development of solutions
• Develop test cases, lead user acceptance testing and bug resolution processes to verify that solutions will meet the business requirements
• Facilitate/ Participate in key meetings with clients including requirement sessions, system demos, user acceptance testing, and end user training, including step by step scripts

Analyst, Application Support Sr.

Confidential, Aliso Viejo, CA

Responsibilities:

• Assist in providing D365 CRM Business Processes in Service management, D365 CRM automation and Marketing automation, including automated notification emails
• Analyze client’s business requirements for D365 CRM, perform Fit - Gap analysis and present functional solutions.
• Participate in business planning sessions that address CRM (D365) strategy, enhancements, integrations and operational issues
• Work with business management and the PMO in the planning of new CRM applications and changes to applications
• Provide technical support in the planning, development and implementation of CRM (D365) integration efforts with other enterprise applications
• Coordinate system design activities and perform business/system impact analysis on initiatives to introduce, modify or upgrade CRM (D365) applications
• Design, configure, test and deploy changes to CRM (D365) database fields, forms, workflows, reports and System views and system dashboards
• Maintain CRM (D365) structure to align with overall corporate strategy and business unit needs
• Develop custom CRM reports and dashboards requested by the business lines
• Follow Carrington’s SDLC practices, methodologies and change control policy in the development and rollout of CRM applications and system changes
• Train end users on new CRM (D365) applications and changes to system features
• Administer CRM (D365) security rights and user/group roles across all business lines coordinate post-release issues; communicate system upgrades and code corrections to the business.
• Develop end user documentation, including application training manuals job aids and workflows

Technical Support Analyst

Confidential, Irvine, CA

Responsibilities:

• Monitor Confidential proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues
• Monitor event processes, message queues and workflow processing software involving web
• Enter new trouble tickets, escalate existing tickets and keep users informed of status (SalesForce)
• Keep procedures and troubleshooting links and tools up to date.
• Create site availability reports for customer SLAs and KPIs.
• Troubleshoot, manage, document and resolve production systems, platforms and processes.
• Document procedures and troubleshooting steps, and train Technical Support Engineers
• Ensure software problems are effectively managed and communicated to resolution (SalesForce)
• SME, I-9 and Integrations (Taleo, Kenexa, PeopleSoft, etc.)
• Member I-9 Cross Functional team
• Interim Supervisor, Technical Support, Tier 2
• Managed daily activities 6 employees, 2 local, 4 remote
• Created Dashboards, to manage workload for employees, tracking first touch and resolution time for trouble tickets (SalesForce)
• Decreased time to resolution for trouble tickets 62%
• Increased initial response time 41%
• President Employee Activities Committee
• Board Member, Women’s Leadership Group
• Member, Employee Safety Committee

Software Support Analyst

Confidential, Rancho Santa Margarita, CA

Responsibilities:

• Performed complex analysis, designed and programed to meet business requirements.
• Maintained, managed and modified all software systems and applications.
• Defined specifications for complex software programming applications.
• Worked cross functionally with end-users and software consultants.
• Developed, maintained and managed systems, software tools and applications.
• Resolved complex issues relating to business requirements and objectives.
• Coordinated and supported software professionals in installing and analyzing applications and tools.
• Analyzed, developed and implemented testing procedures, programming and documentation.
• Analyzed, designed and developed modifications and changes to existing systems to enhance performance.
• Support and Training for 100+ ShowMgr & CrewMgr users

Programmer Analyst

Confidential, Irvine, CA

Responsibilities:

• Analyze and develop a SharePoint for Program in Nursing Science faculty, staff and students
• Update and maintain Confidential project software consisting of Web site, interactive forum and data collection
• Analyze, develop, implement and maintain an online graduate student application for Nursing Science graduate student applications
• Analyze, develop and maintain a tracking system and database for Students & Faculty evaluation tools, Access, MS SQL
• Tech Support/Help Desk for 40+ faculty/staff: MS Office (Word, Excel, Access, PowerPoint), Adobe Software
• Maintained Nursing Science Website, Dreamweaver, HTML, CSS
• Planned, installed, maintain 26 station computer lab, 7 station student clinic area
• Evaluated and modified existing applications for changing system requirements
• Evaluated appropriate platforms, applications and system development to meet user needs, including beta testing and implementation of hardware and software

Software Support Analyst

Confidential, Irvine, CA

Responsibilities:

• Tech Support for FormFusion software, 800+ users
• Programming/Quality Assurance: Unix, PL/SQL
• Testing FormFusion software upgrades
• Customized FormFusion software per customer requirements
• Documentation of user issues and solutions