SENIOR BUSINESS ANALYST

I am an enthusiastic and successful team leader, working as the liaison between various organizational units, technical development teams domestic and off-shore , international users and executive management. I have successfully planned and managed testing of multiple software solutions. I am detail oriented, highly organized and a firm believer in quality, not only in the products that I am associated with, but also in my work.

EMPLOYMENT

Confidential

Business Analyst Contractor

• Successfully worked with key stakeholders to identify all business requirements for enhancing a custom mobile application used for performing residential home energy audits. The application operates on Windows PC's, Android and iOS tablets while interfacing with a MS Dynamics CRM database. I also worked with the IT Development Team during Scrum sessions to review and prioritize requirements for pending Agile Sprints. Additionally I was responsible for performing SME support and managing UAT for each Agile Sprint release. All requirements, test scripts and test defects were logged into Team Foundation Server TFS .
• Deliverables included creating a Requirements Traceability Matrix RTM , Business Requirements Document BRD , Functional Specification, updated user documentation and test scripts.
• Completed all deliverables within specified project duration.
• Tools Used: Custom Mobile Appl, Team Foundation Server, MS Dynamics CRM, SharePoint

Confidential

IT Business Systems Analyst Contractor

• Primary responsibility was to clearly identify all enhancements to the Siebel CRM Call Center module for it to seamlessly interface and display problem resolution articles from the new Oracle Knowledge management system. The enhancements consisted of two components:
• 1 interfacing Siebel to the Oracle Knowledge system 2 identifying all required modifications to the impacted Siebel CRM screen displays that would be accessed by the technical support representatives. The technical support representatives needed the ability to search articles matching reported problems, creating new articles where appropriate, and linking articles to the customer reported problem.
• Created test scripts for validation of all new functionality. Performed System Test and UAT validation. All requirements and test scripts were logged into Team Foundation Server.
• Deliverables included creating a Requirements Traceability Matrix RTM , Functional Specification, and Test Scripts.
• Completed all deliverables ahead of project schedule.
• Tools Used: Lync, Siebel CRM, Team Foundation Server, Oracle Knowledge, SharePoint

Confidential

IT Business Analyst Contractor

• Identify / document all feature enhancements to custom Enterprise Services Sales management tool. This tool is used to track services resource allocation and contract financials. Primary liaison between business unit and IT Development.
• Deliverables included creating a Requirements Traceability Matrix RTM and the Business Requirements Document BRD . All requirements were logged into Team Foundation Server TFS .
• Completed all assigned tasks ahead of project schedule.
• Tools Used: Custom IT Services Appl, Lync, Team Foundation Server, SharePoint

Confidential

IT Business Analyst Contractor

• Project scope was to identify both the As Is and To Be business processes within Apple for Order Placement, Allocation, Supply, Distribution and Validation.
• Document all process flows using OmniGraffle diagramming application.
• Completed all assigned tasks ahead of project schedule.
• Tools Used: Apple OS and Mail, OmniGraffle

Confidential

IT Business Analyst Contractor

• Successfully worked with key stakeholders to identify all business requirements for enhancing Siebel CRM for the North America Sales business unit. Module responsibility included: Accounts, Opportunities, Forecasting and Surveys. Provided SME support and performed UAT for each release. Additional responsibilities included updating user documentation and creating/maintaining test scripts.
• Deliverables include creating Business Requirements Documents BRD's , Functional Specifications, User Documentation, Test Scripts.
• Completed all assigned tasks on schedule.
• Tools Used: Siebel CRM, SharePoint

Confidential

Sr. Business Systems Analyst

• Successfully worked with key stakeholders to identify all business requirements for the initial implementation and then on-going quarterly support releases of Siebel CRM. Liaison between the Customer Support business unit and IT Development. Provided SME support to the Customer Support technical representatives. Created and delivered end user training as well as train-the-trainer for the international team's. Additionally managed all UAT's and participated in System Test.
• Deliverables included creating a Requirements Traceability Matrix RTM , Business Requirements Documents BRD's , Process Flows, Functional Specifications, updating User Documentation and creating/maintaining Test Scripts.
• Successfully implement Siebel CRM and subsequent quarterly support releases. Assisted in full version upgrade of Siebel CRM including the Oracle DB.
• Project Management responsibility for:
• o Customer Data Security Initiative protection of customer test files.
• o Channel Partner System Access restrictive system access for resellers.
• Successfully implemented assigned projects.
• Tools Used: Siebel CRM Call Center, CTI/IVR, MS Project, Visio, SharePoint,
• MS Office, Remedy

Confidential

Project Manager

Project Management Call Center installation - Work Force Management, CTI, and IVR.

Confidential

Manager I.S. Customer Services

Managed technical PC Support team

Confidential

Business Analyst - Managed Care and Workers Compensation Subsidiaries

Proprietary bill processing system utilized by the Managed Care organization.

Confidential

Cobol Programmer

• Analyzed existing customer support tool set for the A-Series mainframe product line.
• Managed technical call center staff