SUMMARY:

• Business Analyst with strong experience in facilitating and gathering data to create specifications and processes.
• Versatility in BA roles across fiver major industry organizations within the Financial, Healthcare and Pharmaceutical fields for new and continuous improvement business processes and applications.
• Ability to successfully accomplish goals (e.g. projects) with minimal support or guidance.
• Integrity and positive demeanor to gain confidence of peers and customers for successful interactions.
• Thoroughness to effectively identify opportunities for improvement in cost, quality and compliance.
• Confidence to respectfully challenge concepts/visions and champion the outcomes.
• Belief in that personal growth is a life long event so there is a desire and willingness to pursue challenges outside of comfort level.
• Strength to be open to outside ideas and to address changes in directions and visions.

TECHNICAL SKILLS:

MS SharePoint WSS 3.0, Oracle Identity Manager, Oracle Identity Analytics, Microsoft Office 2010, Microsoft PowerPoint 2010, Microsoft Visio 2010, Table Management 1 (TM1),, RightTrack II, Ariba Contract Workbench, I - nexus Project Management, eProtocol Management, MS Word 2003, Excel 2003, Visio 2003, PowerPoint 2003, Vignette 7.1, WebEx Net Meeting, (TSO Mainframe TOPS), AT&T Interactive Advantage, IEX Total View, CMS Supervisor 9.0, TCS, Lotus Notes 5.1

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst - Web & CRM Services

Responsibilities:

• Tasked with multiple Vendors (both internal and external) that impacts the Salesforce application.
• Performed impact analysis on application leads to determine eligibility
• Identified authorized rebranding language
• Requested solutions for language not addressed in support documentation
• Managed “TBD” solutions to document and distribute upon availability
• Facilitated requirements sessions and walkthroughs for Team approval
• Assigned to the Rebranding of the Customer Account Opening application created to allow current and future customers to open a retirement account online in a self-service manner. This application was implemented less than one month prior to the start of Requirements Analysis for Rebranding.
• Created documentation without access to production site via multiple test environments with minimal resource support
• Facilitated requirements sessions and walkthroughs for Stakeholder approval

Confidential

Business Analyst

Responsibilities:

• Using the DMAIC methodology of the SDLC to perform Business Analyst functions including:
• Gathering feedback using the Voice of Customer/ Business documents to support Project Scope
• Author Project Charter- obtain feedback and approval from the Project Team
• Elicitor and Author of Business Requirements - Managed from inception to approval and beyond.
• Co-Author of Training Documentation - Presentations, FAQs, Training Guide
• Providing Training support to ensure a thorough and effective hand-off to the Recert Administrators
• Lead the transition to integrate the new “We Deliver” Framework documentation to the Project Team (Business, Outsourced Development, Audit and Change Management groups) and managed the new Share Point site.
• Learned and implemented the Prosci ADKAR Model (Change Management) to ensure the desired support from the Business in regards to the Project.

Confidential

Business Analyst

Responsibilities:

• Leading the Enterprise Planning and Analysis Xpense Wiki Project to develop a SharePoint Site for all TM1 expense-related Models within the TM1 Application.
• Accountable for: Creating Project Plans and schedules, Reporting Status to Management, Developing/documenting requirements, Developing Content, Templates, Policy And Procedure Documentation, Training Materials for Customers and Administrators

Confidential

Business Analyst

Responsibilities:

• Elicited and developed business requirements for the following enterprise projects;
• Enterprise Allocation Expense Outlook (EAEO)
• Activity Base Costing (ABC) in a four phase approach
• Deferred Acquisition Costing for Other Underwriting Expenses (DAC4OUE)
• Developed, managed, and implemented User Acceptance Testing tasks for EAEO through completion.
• Created and implemented a process to manage UAT results and system resolutions between the development and UAT testers.
• Collaborated with the TM1 Expense department to create the EAEO training manual.
• Managed and documented small work requests i.e. DAC Wealth Management, SRS Feed, and MPWR Feed.
• Created new document artifacts (Project Document and job aids) for TM1 Expense team.
• Created the TM1 Vision presentation for new, veteran, and potential customers.
• Documented data processes in TM1 Application for continuous improvement opportunities.
• Familiar with Confidential expense system.
• Familiar with application terminology and concepts

Confidential

Business Analyst

Responsibilities:

• Researched to identify existing processes and strategies utilized in current vendor relationship models
• Provided gap analysis between current models and program visions of new hybrid model.
• Developed materials to support successful engagement with internal organizations.
• Created support documentation for Project Manager and Director to present to internal Key Leaders and Vendor support personnel.
• Researched ad hoc issues; analyzed and developed recommendations to Team.

Confidential

Business Analyst

Responsibilities:

• Managed Protocol Complexity Project that shows the impact of complexity on study execution in terms of cost, speed, quality, and compliance; leveraged study to support cost reduction and plan variance.
• Created and implemented policies and procedures for Protocol Complexity Project.
• Created spreadsheets to support data collection of cost, speed, quality, and compliance documentation.
• Created control and metrics charts to show cost, quality, and compliance.

Confidential

Business Analyst

Responsibilities:

• Lead team to create and implement a new Process Knowledge Development and Transfer model .
• Incorporated policies and standard business requirements for the implementation of Requisite Pro documentation.
• Evaluated business requirements and prepared detailed specifications that follow project guidelines required to develop written programs using Iterative and Agile SDLC methodologies.
• Developed Use Cases for implemented P&C Application Delivery Processes using Iterative and Agile SDLC methodologies.
• Provided innovative ideas to solve problems with business requirements.
• Maintained wire frames for a new Process Knowledge Development and Transfer objective.

Business Analyst

Confidential

Responsibilities:

• Developed and implemented Business Process for monthly reporting of performance metrics by AD&M Marketplace Suppliers.
• Designed, developed, and implemented intranet share point site to vendors to report performance metrics.
• Managed the collection of data into metrics for reporting at engagement, Line of Business, Domain, Supplier, and HIG Levels.
• Documented business rules and requirements for implementing monthly reporting of performance metrics.
• Created User Acceptance Testing scripts for implementation of Performance Metrics reporting.
• Created spreadsheets to track outsource resource trends; spend and forecasts using vlookup and pivot tables.
• Created control and metrics charts to show trends for Vendor outsourcing costs.

Confidential

Business Analyst

Responsibilities:

• Designed and executed health insurance business processes.
• Gathered business requirements for IT Strategic Initiatives.
• Lead and Coached process requirement meetings, Discovery Sessions as well as Validation Sessions and RTM (Requirements Tracking Matrix) Validation Walkthroughs.
• Defined level of detail for User Acceptance Testing documents for enhancing insurance company applications.
• Created document collection process for 13 projects that cost approximately 10 million dollars.

Confidential

Six Sigma Team Lead

Responsibilities:

• Lead team of Six Sigma Green Belts in using the DMAIC process to resolve access and data accuracy issues on myuhc.com website created by Group Number conversions.
• Provided project support and growth opportunities for Team.

IS Business Analyst

Confidential

Responsibilities:

• Worked with users to define business process and defining information systems for supporting those processes.
• Gathered business requirements through facilitation of meetings and communications (personal, email, individual and group virtual sessions);
• Served as a liaison between the customer and IT teams; documented requirements process and User Acceptance Cases to define existing and proposed processes.
• Created Presentations for all stages and audiences of the projects.
• Supported and coordinated the testing of end products to ensure requirements operate correctly and managed defect resolution.
• Provided direction and input in the analysis of user needs, document requirements, and resolution of issues.

Business Analyst

Confidential

Responsibilities:

• Provided SME support concerning current business processes for new VETSS (Voice Enabled Telephonic Self Service) implementation.
• Provided Help Desk response for VETSS inquiries.
• Managed the migration of USS accounts with dedicated toll free numbers.
• Managed revision of toll-free database, which contains all UNET policies, toll free numbers and product offerings for accuracy and accountability.
• Developed spreadsheets to manage team and personal responsibilities to Toll Free Management Team.
• Created and implemented network scripts and routing terminations of USS and Key accounts utilizing UHG products and outside vendors.
• Interfaced with multiple departments to achieve immediate resolution to toll free routing issues. Managed toll-free generic and dedicated numbers to Client Services and other segments.
• Created, trained, and executed User Acceptance Testing scripts for implementation of USS and Key accounts for VETSS implementation.
• Created a business process for VETSS toll free number database that saved the department $50,000 off the top and allowed the company to eliminate a 7 member vendor team.
• Created spreadsheets to track VETSS toll-free numbers for USS and Key accounts utilizing vlookup, pivot tables, and some VBA to automate the process.
• Created metrics charts to track new, changed, and terminations of USS and Key accounts.

Business Analyst

Confidential

Responsibilities:

• Implemented new workforce management application to Uniprise Service Centers as a Member of the IEX Management Team
• Developed documentation to bring together IEX and CMS codes, accounts, and toll free numbers, so workforce management team and other departments would have accurate information on their accounts and their toll-free numbers (Previously unknown).
• Created and implemented original reporting for 18 call sites to track performance metrics and service levels and tracking the IEX implementation process.
• Designed and developed ad hoc reporting for Sr. Management utilizing Excel data spreadsheets.
• Developed reporting metrics and charts for the Universal Service Center project.
• Created Outbound Calls Survey, which reduced the amount of outbound calls from sites by 50% within 3 month period.
• Developed PowerPoint presentations for Sr. Management incorporating charts and Visio flow charts.