SUMMARY

• For over the last 10 years I have been an integral part of large and small cross functional business development team at large insurance corporations. During this time, I have demonstrated an ability to perform sufficiently, consistently, and repeatedly the whole range of functions associated with the role of a Business Analyst. These include, but are not limited to the following:
• I am an articulate communicator with building rapport at all levels with internal and external associates and experienced within Agile and Waterfall methodologies. Throughout my career, I have had the pleasure of working on projects with small and large cross functional teams of application and business architects, business process owners, subject matter experts, testing teams, and systems and business analysts.
• Conduct business and system analysis
• Scope and change management
• Write business process work flow diagrams
• Write requirements and test cases
• Interview business owners
• Manage scope and capabilities for each implementation release
• Developed an in-depth insight into the issues and challenges of an organization
• Provide expertise on the systems limitations/capabilities as they relate to the business goals
• Act as a technical liaison between the technology department and the business customers
• Along with the essential business analyst related skills, I bring the following skills technical abilities to the table:
• Excellent written and oral communication skills
• Solid interviewing skills
• An understanding of Agile and Waterfall Software Development Life Cycles
• Solid knowledge of a variety of web applications, documentation repositories and testing tools including SharePoint, Microsoft Office, Lotus Notes, Mega, Test Link, Serena, and Salesforce toolkit.
• Strongly customer service orientated
• My resume is below and lists my work experience and project achievements in greater detail. Given my qualification and experience and proven record of accomplishment, I am hopeful that you will find enough reasons in my resume to give me an opportunity of a personal interview.

Employment History:

Confidential

Systems Business Analyst

• In my role as a Systems Business Analyst, I have been working with risk management, mitigation and contingency plans, participate on the change advisory board scope and change management , worked on several agile methodology projects Business Processes and Associate Management, Telephony, IVR call routing, Customer Experience Insight after chat and after call surveys, and negative feedback tracking system , Hold Place in Queue and NLP for a call center.
• As a systems business analyst my primary duties are meeting with Business Architects, Application Architects, and the Business Department owners, creating and reviewing business process work flows, reviewing and or writing business requirements, writing test cases and scenarios, system testing, ad-hoc testing and scripted user acceptance testing. Also, tracing the requirements to the test cases and scenarios to identify, document, and escalate any possible gaps, dependencies, issues, and risks. I have utilized a variety of web based platforms Trac defect management repository , Salesforce CRM, Mega architecture repository , and TestLink test plan and test case repository . I have conducted research and interviewed business owners to get educated on their processes and prepared executive summaries and reports.

Confidential

Business Analyst

For a grant management program as a Business Analyst, I wrote test cases for user acceptance testing and tested system functionality in relation to the business requirements for a Microsoft Dynamics CRM application and web portal, documenting system issues and enhancement suggestions for the developers in share point.

Confidential

Promoted to Compliance Consultant/Business Analyst

• I worked on multiple agile methodology projects as the liaison with the programmer from inception to implementation utilizing Serena Team Track software application. This was a customizable business process workflow application. The first project a complaint management solution, I provided information and requirements on current processes, provided enhancement suggestions, created and executed the test cases for system and UAT, created all the reports, and trained the business owners. This program was used to enter complaint information received from a variety of sources consumers, 3rd party claimants, attorneys, and the department of insurance. I created all the reports from this system programming the division owner's specific criteria behind the scenes as this saved time and was a convenience for them as all they had to do was enter their date parameters. I also set up their home page for each of them for quick access to their open items and placed all their reports in one area for easy access. From
• this system I also created and completed state specific quarter and annual complaint data reports to keep in compliance with the states department of insurance.
• I developed the Laws and Regulations Compliance process management work flow using Serena Team Track software, preparing the business case proposal, all test cases for system and user acceptance testing, executed all test cases and worked side by side with the programmer from conception to implementation. This program tracked and monitored compliance with new and existing laws and regulations as they impacted different divisions in the company. Also created the user manual and trained all the compliance representatives and business partners.
• Developed VOC Voice of the Customer process management work flow in Serena and prepared all test cases, performed system and user acceptance testing. This application was a strategic tool for tracking and monitoring defector customer's feedback. Created reports from this application from the feedback entered as a result of a monthly defector surveys.
• Subject Matter Expert for the Serena work flow process management web based application, writing SOP standard operating procedures , created all the reports for each individual department, and provided demonstrations to small and large audiences. With this application it helped the organization automate many manual tasks saving time, dollars, and providing audit trails required by internal external auditors. Created all requirements, test cases, performed system and user acceptance ad-hoc and scripted testing, coordinated all software upgrades and patches, and primary liaison with the Information Technology division related to Laws and Regulations compliance work flow, Market Conduct Examinations, Complaint Management System, and Voice of the Customers. Performed quality assurance monitoring of the Laws and Regulations Compliance Program, VOC Voice of the Customer , and the Complaint Management Serena web based applications. I completed monthly and quarterly reports for senior management utilizing Microsoft office products and performed risk management duties.
• Key team member of the Code of Ethics and Code of Conduct annual Attestation Compliance program, performing ongoing monitoring of this program and provided daily reports to senior management to ensure internal audit compliance.
• Created maintained our department's web page in SharePoint 2010, represented my division on the Community Relations Council from 2010 thru 2012 volunteering and participating in community projects.

Complaint Department Administrator

Researched and responded to formal oral and written grievances involving property and casualty products. The correspondence involved but not limited to pricing and rating, regulatory, billing, underwriting, marketing, services, and reported claims.

Customer Service Representative

Answered calls in a large call center assisting customers with their questions involving property and casualty products such as pricing and rating, regulatory, billing, underwriting, marketing and reported claims.

Specialized Services Administrator

Researched and responded to a variety of written communications received, providing a written response to all issues raised involving their property and casualty products involving pricing and rating, regulatory, billing, underwriting, marketing and reported claims.

Skills Course Participation

• Managing Multiple Projects, Objectives, and Deadlines
• Share Point 2007 and 2010
• 2010 Microsoft Office Products
• Reports, Charts, Maps, and Graphics
• Mega Business Analyst Modeling
• Use Case Workshop
• Introduction to Business Architecture
• Modeling Business Rules
• Modeling Business Requirements I II
• Lotus Notes
• System Testing
• Documenting requirements and test cases
• Ad-hoc and Scripted User Acceptance Testing
• Create business process work flow diagrams