WORK EXPERIENCE

Confidential

Business Analyst/Technical Writer

• Facilitate business process and process flow mapping meetings with process owners to generate system level procedures
• Conduct meetings with business process owners to analyze, review, and finalize procedures and complete documentation, then enter the final product into client's document management system for ISO-9001 compliance
• Create and/or revise Corporate Home Office system level procedures
• Convert process maps into MS Visio flowcharts using established flowchart convention
• Document business procedures including Scope, Purpose, Flowchart, Table of documented detailed steps including responsible person s and action and document process output documentation and their retention
• Work with production support personnel to ensure that critical and major production issues are resolved in a timely manner
• Design UI prototypes and document business process workflows to improve and refine product design and consistency
• Analyze existing software for impact of desired enhancements
• Assist in development and maintenance of software specifications utilizing design standards and templates
• Translate business requirements and author detailed functional specifications for internal use by Development, QA, and Support teams
• Propose and evaluate proposed changes to both SaaS and on-premise payroll tax software applications and ensures changes are in compliance with IRS reporting regulations
• Deliver complete documented Standard Operating Procedures, Work Instructions, and Forms and enter into new document management system Confidential Product Architect
• Assist QA department with QA and regression testing to ensure solutions function as designed

Confidential

Business Analyst

• Collaborate with clients and internal business units to ascertain business requirements and document requirement definitions for nation's leading provider of mortgage processing and servicing solutions
• Assist with analysis and definition of functional and technical specifications for software applications to meet business requirements for internal and external projects
• Provide guidance, assistance, and routine consultation regarding the business usage of application systems and software
• Analyze, review, and develop software application specifications, designs, and requirements

Confidential

Systems Analyst/Technical Writer

• Write and maintain end user documentation manuals and online help to support a web-based healthcare claims settlement solution that delivers HIPAA compliant electronic payments and electronic remittance advices
• Generate high quality functional design documents to address new and complex software enhancements
• Work closely with Subject Matter Experts and Development teams to write software requirements
• Design and document high-level business processes flows, use cases, data flow diagrams, and User Interface site maps utilizing UML modeling tools
• Work with Development team to prepare for upcoming releases and creates visual prototypes for software enhancements
• Edit documentation based on internal reviews by Development and Quality Assurance departments
• Modify existing code to reflect enhancements/changes
• Provide training and documentation to technical and non-technical staff
• Sustain knowledge of industry standards/methodologies in software design and analysis

Confidential

Systems Support Specialist

• Provide technical support and problem resolution for online loan processing systems/software as part of a support team to over 900 internal users and a customer base of over 1,700 community banks and mortgage brokers
• Analyze and resolve complex technical issues related to mortgage software applications
• Track help desk requests to ensure order and efficiency
• Configure desktops to correct system specifications via remote desktop access
• Process electronic loan submissions
• Assist with web maintenance and development
• Assist with training of new systems and software applications using web conferencing tools and technologies
• Develop reports to aid in analyzing help desk workflow
• Create and maintain training documentation pertaining to new system releases

Confidential

Technical Support

• Answer phones, e-mails and provide troubleshooting for over 1,000 end-users daily
• Responsible for the service and support of computer based educational products delivered by CD-Rom and Internet
• Edit HTML and Visual Basic Scripts involved with software development
• Perform quality assurance testing on software prototypes
• Assist with development of technical support website

TECHNICAL SKILLS

• Development: Object Oriented Development, exposure to development in C and JAVA environments, C , Class design, Source control, basic SQL, HTML, XML, and Open Source development tools

• Systems Development Life Cycle Design SDLC Gathering requirements, modeling and documenting software design, building test cases and testing software systems, understanding of Agile and Waterfall methodologies

• Software/Application: Visual Studio, SQL Management Studio, WinSQL, MS Visio, Project, Word, Excel, PowerPoint, Outlook, Access, FrontPage, Sharepoint Services, Enterprise Architect, Lawson and SAP Payroll training, Adobe PhotoShop, RoboHelp, Dreamweaver, Snag-It, Paint Shop Pro, Active Reports, WebEX, CVS Version Control, CompliantPro

NON-TECHNICAL SKILLS

• Adept at determining and documenting requirements and formulating solutions
• Excellent verbal/written, communication, and troubleshooting skills for interacting with technical and business teams that are goal and team oriented
• Great time management skills and the ability to coordinate multiple tasks
• Strong knowledge of software development processes and methodologies
• Ability to learn new systems quickly and efficiently and to manage activity across multiple technical disciplines and platforms