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Sr. It Business Analyst Resume

SUMMARY

  • Sr. Accomplished and technically minded professional with stellar experience in analyzing strategic business needs and plans for growth and enhancing the quality of IT products and services.
  • Solid track history of success in business needs assessment, functional specification development, data retrieval, mitigating risk, and business processes evaluation.
  • Recognized for the successful delivery of complex strategic IT initiatives, implementation, migration and business process optimization.
  • Well - versed in orchestrating business components to deploy complex business processes.
  • Strong communication skills, able to build relationships and manage competing demands that resulted in achieving goals.

PROFESSIONAL EXPERIENCE

Confidential

Sr. IT Business Analyst

Responsibilities:

  • Supported in the design and solutioning of a cloud-native data processing application using AWS Lambda within our VPC (Virtual Private Cloud)
  • Assist in setting up AWS CloudWatch events to trigger the lambda functions at specific times to run.
  • Participated in writing and maintaining documentation on applications and system architectures using BRDs and QC to document test cases as needed.
  • Design and manage process flows using UMLs of recovery procedures for several Mission Critical Applications, Application services and Infrastructure Applications.
  • Contribute to daily stand up with updates and status of project in order to meet project schedules SLA.
  • Used SQL to query data from multiple tables from various databases to retrieve valuable needed information for data gathering
  • Actively participate in the Disaster recovery simulation for all mission Critical applications to determine a reasonable RTO & RPO in time of disaster.
  • Validate sequencing diagram with roll call of applications and infrastructure during check out and activation task during DR simulation.
  • Assist PM with change management control to mediate delays within Project scope and follow up on timely management sign offs to change.
  • Properly maintain Project Acton logs and project scorecards as needed to track progress and immediately address any issues.
  • Develop and execute an overall project schedule, including tasks, duration, dependencies, and resource assignments using Agile methodology.
  • Resolve issues in a timely manner and escalate if need be to stakeholders and sponsor to ensure the project's success.
  • Deliver active functional support to project manager in leading change management process to mediate delays within the project.
  • Facilitates sprint planning sessions and daily standup meetings. Ensure that user stories are sufficiently groomed and contain acceptance criteria using Jira.
  • Defining and managing timelines for the deliverables in coordination with the development team and the related stakeholders.

Confidential

Sr. Business Systems Analyst

Responsibilities:

  • Gather and develop business requirements for various projects and systems from initial phase to final implementation, assuring requirements meet standards.
  • Interact with users, Product Owners, and vendors for full life cycle of project.
  • Assist in maintenance and communication of project status reports and tracking. Develop and manage user acceptance criteria for pre and post testing.
  • Provide user support and coordinate resolution of issues to include change management, root cause analysis, and appropriate escalation as needed
  • Develop business and functional requirements, Visio diagrams, use cases, sequence diagrams and test cases.
  • Assist in establishing end user training putting together training manuals as needed
  • Facilitates sprint planning sessions and daily standup meetings. Insured that user stories are sufficiently groomed and contain acceptance criteria.
  • Defining and managing timelines for the deliverables in coordination with the development team and the related stakeholders.

Confidential, Atlanta, GA

Staffing Analyst

Responsibilities:

  • Responsible for monitoring the call que, tracking inbound calls, and forecasting to ensure adequate staffing levels are scheduled to handle elevated call periods to meet our service requirements.
  • Provide Weekly Call Center Metrics Report to Director, publishers, and management team.
  • Monitor queue for call volume patterns/trends and provide updates throughout the day to management team.
  • Test new IVR flow options in Genesys phone system and troubleshoot call routing issues
  • Primary SME on call routing logic with the ability to make decisions regarding changes needed to maintain customer satisfaction and call flow
  • Partner with Quality Assurance, Product teams and Development teams to ensure successful deployment of new software products and updates to existing products
  • Gather requirements with business owners and application team to create project plans for IVR enhancements.
  • Required to review test plans and to support development through coding cycles and QA through System Test cycle including tracking, prioritization, and resolution of defects.
  • Experience in multiple Contact Center Technology domains with expertise in current IVR and speech recognition standards, CTI and Call Routing (inbound and/or outbound)

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