Business and Systems Analyst Resume Profile

Summary

Business analyst and project consultant who is recognized for business side software enhancements and requirements documentation bridging the communication gap between IT and project management. Strong experience in compliance, project management, retail web marketing, software ticket tracking, social media and mobile content management, contact center optimization, website administration, and internet banking/systems, including seven successful multi - million dollar bank projects. Highly creative and personable across culturally diverse teams with great meeting facilitation skills. For more info see

Skills and Expertise

Technical: PDF, MS Office Suite, Lotus Notes, Citrix, Front Page, IVR, Hogan, Siebel, Business Objects Reporting SAP, Avaya, LexisNexis.
Functional: Conflict Resolution, Process Improvement, Internet Banking, Data Management, Project and Business Analysis, Business Risk Foresight, and Contact Center Operations and Planning.
Methodologies: SWOT, RACI, Cross Function Team Building, Agile, Waterfall, Risk Register, Level Five Leadership, LEAN, and Time vs. Task Tracking. Confidential

Business and System Consultant Consulting

Provided analysis and reporting tools that helped modernize and categorize standard operating procedures for hundreds of back office insurance tasks.
This was implemented in five business lines and used by more than 50 people.
Provided analysis and process flows that helped reduce and organize misdirected calls in the contact center environment.
This was approved by the SME teams and management as the new BAU process.
Co-drafted project guidebook, vetting process plan, repeatable process plan, and advanced excel formulas for 70M restructure and migration dealing with more than 30 offices in many states.
Provided analysis and support for a data migration in preparation for the public selling of a large part of the business.
Successful process design oversight and controls for SharePoint for 100 plus team members.
Liaison for business, I.T., and the PMO to resolve ambiguity, delays, data conflicts, and access conflicts.

Confidential

Business and Systems Analyst

Consulted with IT, product managers, and management to design internal software enhancements, and external web application features that were successfully implemented.
Effectively communicated and documented business needs back to IT leadership for needed buy in on a new MM revenue product.
Hosted JAD sessions to document the BAU process while mocking up the future state.
Wrote lengthy business requirements and specs to add new bank flood insurance product.
Mapped data and customer flows between the internal Windows back end system and the front end Web portal.
Caught and documented errors via screen shoots and then communicated them effectively while coming up with a process work around as needed.
Successfully tested and validated software releases through test to full production.

Confidential

Marketing Consultant part time

Coordinate and audit the implementation of Intel products at Best Buy Dell, Sony, HP, Lenovo, etc.
Train and mentor Best Buy employees on Intel product functionality and related software Adobe, Dragon, and Trend Micro driving three stores up to the top 5 of market performance.
Certified in the Intel Retail Edge at Level 1 and 2.

Confidential

Business and Systems Analyst Consulting

SPOC Project Single Point of Contact Contact Center
Conducted project/business analysis on a loan modification project mandated by the OCC Office of the Comptroller of the Currency across more than 8 business units compliance .
Verified call metrics including peak times, routing, and employee access levels drafted BRDs and flow charts for project manager.
SURF Revamp Project Simple User Request From
Validated and assigned business resources for internal software change requests.
Maintained a SharePoint web-site for mortgage software application tracking.
Data and Risk Mgmt. Initiatives
Responsible for department's database governance check for 96 people increasing compliance 59 .

Confidential

Sr. Internet Banking Specialist

Support fraud prevention, bill pay, on-line product applications, and bank compliance Reg E, D, DD, FDIC, Check 21, etc.
Serviced personal, business bank accounts, and moved money within the computer system.
Took bank product applications and sold loan and credit products top 5 awards .

Confidential

Premium Billing Analyst Consulting

Reconciled and audited small-large 100 - 100k insurance payments.
Moved and allocated large amounts of money within the Citrix computer system reducing risk.
Coordinated Sr. BA's reconciliation efforts streamlining audits and reconciliations at 99 efficiency.

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