SUMMARY:

I am an experienced analyst with manufacturing, utility, healthcare, government, entertainment, and telecom industry knowledge. I am skilled at building collaborative cross - functional partnerships and have worked in both IT and business organizations using both agile and waterfall methodologies. My analytical strengths include: organizing requirements into logical themes, studying patterns and trends to uncover the root cause of issues, and understanding processes to identify non-value add activities.

TECHNICAL PROFICIENCIES / PROFESSIONAL DEVELOPMENT:

Microsoft Suite: Word, Excel, Access, Visio, OneNote, Project, PowerPoint, Outlook, SharePoint

Salesforce Service and Marketing Cloud (case management, reports, dashboards, chatter, contact builder)

HP QC / ALM (test plan, test lab and defect modules

PROFESSIONAL EXPERIENCE:

Systems Analyst

Confidential, Carlsbad, CA

Responsibilities:

• Manage public-facing, biopharmaceutical corporate website refresh project: work closely with creative and technology agencies to monitor activities and schedule to ensure optimal delivery.
• Write test scripts and perform User Acceptance Testing (UAT) for unbranded websites.
• Created data flow diagram for website features and reviewed with the team to gain consensus.
• Prepare final deliverable package for auditors and store in Box.

Business Analyst

Confidential, Kearny Mesa, CA

Responsibilities:

• As Product Owner for the new hire orientation portal, wrote user stories and defined success criteria - as a result, the orientation process was streamlined from 33 steps to seven and by transferring courses and paperwork to LogicBay’s Learning Management System (LMS), the process only takes ~ three hours to complete.
• Provided IT support for the LMS by: performing administrator functions, such as: adding users and assigning to appropriate security group and curriculum, troubleshooting access and course issues, running reports, and training Human Resources admin to handle common scenarios users may encounter.
• Worked with content owners and instructional designer to create course content, including knowledge checks in Captivate and Articulate, scheduled deployment, and performed user acceptance testing.
• Defined requirements for creation of a feed directly from Solar to LogicBay that would enable more timely updates from PeopleSoft to the LMS, to address new hires, terminations, or internal transfers.
• Created new hire orientation landing page wireframe for User Experience Designer and developers to implement.
• Managed functional unit test effort for Salesforce Service Cloud implementation by conducting daily stand up with offshore team in India as well as on-site testers to review progress of items in development, retest and enhancement status, and reported weekly progress to stakeholders.
• Defined Salesforce case resolution process flow in Visio, created reports and dashboards, updated field values, and identified required fields for new cases.
• Documented business processes in Visio, as well as user stories / requirements for multiple projects; analyzed and suggested improvements to overall process.
• Analyzed and resolved issues, with an interim / long-term fix approach, if needed (in close consultation with the customer, based on prioritization and budget).
• Provided demo, knowledge transfer, and support documentation to Service Desk for post-implementation support of projects.

Business Systems Analyst

Confidential, San Diego, CA

Responsibilities:

• Engaged finance and revenue stakeholders to document detailed solution requirements for the Direct Access Service Request (DASR) Replacement web application, including providing report mock-ups for development team.
• Coordinated all Electronic Data Interchange (EDI) 810, 814, 820, and 867 testing and implementation.
• Clarified business requirements for IT during Design and Construction phase of the DASR Replacement project, and updated Solution Requirements Document (SRD) as needed.
• Created As-Is and To-Be mainframe screen mockups in Visio to review with and receive approval from the business.

Associate Business Analyst

Confidential, Carlsbad, CA

Responsibilities:

• Tested order fulfillment process of eCommerce website where members place medication orders, view order status and history, and manage payment methods; validated payment processing via TrustCommerce UAT site.
• Created UAT scenarios and Test Plans for new and enhanced functionality in Confidential ERP Integrated Rx Information System (IRIS) and web based consumer health portal (CHP).
• Modified prescriber, patient, and drug data in Surescripts XML payload to transmit electronic prescriptions (eRx) into test environment.

Senior Project Support Analyst

Confidential, Irwindale, CA

Responsibilities:

• Member of the Enterprise Information Management team - supported the implementation of Microsoft SharePoint (SP) and Open Text Employee File Management (EFM) solutions (enterprise content management solutions to be integrated with SAP).
• Conferred with business stakeholders and vendor to elicit, clarify, prioritize and document SP and EFM requirements, and created requirements traceability matrix.
• Diagrammed ‘As-Is’ business process workflows to aid management with project prioritization and improvement opportunities while providing project management support in the Data Center Program Management Office (PMO).
• Managed process to validate and configure SP Site Administrator access.

IT Operations Analyst

Confidential, Huntsville, AL

Responsibilities:

• Maintained all IT and communication systems.
• Documented requirements for creation of ad-hoc reports in CPR+ (‘Complete Patient Records’).

Senior IT Analyst

Confidential, Lake Buena Vista, FL

Responsibilities:

• Met with business users to develop requirements, use cases and business process models for global entertainment show reporting application.
• Participated in daily stand-up meeting, taking turn as Scrum Master, to review Sprint deliverables.
• Collaborated with project team in Sprint Planning meetings to prioritize Product Backlog.
• Formulated and delivered training on agile methodology in monthly Business Analyst seminar.
• Managed Payment Card Industry (PCI) audit activities to ensure compliance with latest PCI Data Security Standards.
• Facilitated quarterly exercises to test security policies, maintained audit control records and participated in annual auditor reviews.
• Utilized Microsoft SharePoint to publish project documentation and monitor task list for pending items.
• Built test scripts and validated test results from QA and Load Testing team.

Quality Assurance Lead

Confidential, Orlando, FL

Responsibilities:

• Managed testing effort for Fidelio Materials Management System (MMS), a web-based food and beverage procurement tracking system.
• Monitoring test case development to ensure thorough coverage against requirements.
• Creating, implementing and communicating QA process improvements to testing team and monitoring team performance to ensure goals were met.

Business Analyst

Confidential, Orlando, FL

Responsibilities:

• Gathered and consolidated requirements in support of the Integrated Criminal Justice Information System (ICJIS) project to improve the communication process between local, state and federal law enforcement agencies.
• Developed User Training Guide in Microsoft Word for Orange County Corrections booking application.

Sales Operations Analyst

Confidential, Reston, VA

Responsibilities:

• Cleansed and consolidated customer account and contact data files exported from MS Outlook and ACT, and imported into SFDC utilizing Access and Excel queries/macros.
• Provided on-site and web-based training to external sales team on data extraction methods.
• Extracted daily sales lead generation data from ftp sites, performed data cleansing via Access queries and imported consolidated data into SFDC.
• Developed and maintained Business Objects assignment tracking reports using SQL to reflect new SFDC data structure of Assigned Account tool universe.

Revenue Assurance Analyst

Confidential, Reston, VA

Responsibilities:

• Performed subscriber data audits as part of the Corporate Compliance team, which involved: reconciling network and billing databases, producing and analyzing exception reports to determine appropriate corrective action and working with market and/or care rep to resolve discrepancy.
• Managed audit process by ensuring audits were compliant with audit schedule based on network activity reports, engineering plans and bill system conversion documentation.
• Analyzed findings and deviation information for trending and process improvement recommendations.
• Produced monthly cost savings analysis in Excel for submission into monthly management reports.
• Performed large-account contract audits to reconcile various systems of record and ensure compliance with Nextel billing policies; tracked and reported on compliance metrics to management.
• Project managed the implementation of Revenue Assurance audits for Wireless Number Portability (WNP), Blackberry and Tijuana and designed audit process flows in Visio with a cost savings of ~$107k over the course of one year.
• Led the effort to rectify the Conversion Proration issue for Nextel, which involved 8 months of running queries to identify customers who were billed inaccurately and provided recommendations for correction. Because of this project, suggested creation of an automated mass adjustment tool. Wrote requirements for Change Request and performed user acceptance testing of new tool.