Business Systems Analyst Resume Profile Tampa, FL - Hire IT People

CAREER SUMMARY

Senior Business Systems Analyst with experience in Business Applications design, system improvement, quality assurance, and implementation. Strong analytical and problem solving skills with attention to details and accuracy. Perceived as a great communicator, highly positive, motivated and committed team player with proven success in coaching and mentoring associates

Business requirements gathering
Functional requirements and business application design
IVR, ACD, Call Routing, and Agents performance reporting applications
Big Data Analytics
Data Visualization
Quality Assurance

EXPERIENCE

Confidential

Business Systems Analyst

Collaborated with business clients to gather business requirements, analyze current processes, and assess process improvement opportunities
Worked closely with business partners and technology groups to enhance requirements and formulate cost effective solutions
Identified, assessed, and recorded neat-term business needs, recommending business priorities, and advised businesses on options, risks, and costs versus benefits
Developed functional requirements and designed business applications based on business requirements to include data designs, diagrams, mock-ups, and workflows for various JPMC Contact Center applications
Designed customizable reporting applications for IVR data, Agent calls ACD , Call Routing, Call Recording, Quality, Call Tracking, Sales, and Agent Performance Scorecards that report data on over 100 thousands agents working in various JPMC call centers around the globe
Designed Admin tools that allow Call Center team managers to Add, Edit, Delete agents' credentials to/from reporting applications
Led the Business Analysts team in the Big Data Customer Experience Analytics project. I was in charge of gathering data from different JPMC channels IVR, ACD, NICE, Branch, Social, Web, and Mobile and loading them into a data warehouse to run Business Intelligence tools to study customers' interactions with Chase. The purpose of the CEA project was to enable the business to measure the costs of servicing and the benefits of optimizing specific channels if interaction with customers which could result in reducing the amount of calls to agents cost reduction
Led the Business Analysts team in a project to build a firm wide complaints repository. Built the Root Cause Analysis application that pulls a statistical sample of complaints from different lines of business within JPMC, displays the complaint details on a user interface where Analysts can study the complaints and determine the root cause. The Analysts provide input using multiple text boxes, drop down lists, check boxes etc available in the application. The Root Cause application interacts with a data warehouse by extracting complaint details on a weekly and Ad-Hoc basis, and load back the root cause analysis input on a daily run process
Developed and established quality assurance measures and testing standards for business applications, database views, and stored procedures
Conducted Quality Assurance QA and User Acceptance Testing UAT and guided business users in validation and verification of business requirements
Reported, tracked, and determined priority of reported bugs and investigated problems involving internal and external issues

TECHNICAL SKILLS

Microsoft Technologies: Excel, Word, Access, Visio, PowerPoint and SharePoint
SQL, T-SQL, PL/SQL queries, database views, and stored procedures
Testing skills QA/UAT using Quality Assurance Software: HP Quality Center and Application Lifecycle Management ALM
Data Analytics software: Tableau and Palantir
Programming knowledge in JAVA / .NET / C / C / C / SQL languages
Database tools PGAdmin and DBArtisan
Data warehousing Principle, Concept, and ETL Process
User Stories throughout the Agile lifecycle, UML diagrams, and flowcharts
Data definitions and data dictionaries
Data mining models, structures, and theories
SDLC/Waterfall, Agile models

BUSINESS SKILLS

Sharp analytical, interpersonal, communications and problem solving skills coupled with Business and Technical Domain Knowledge
Expertise in project management, process improvement, and resource allocation
Strong interpersonal skills with the ability to work effectively with local and offshore team members and excellent leadership skills
Trained and managed offshore teams in multiple projects
Expertise in assessing the level of effort required to complete a project and staying within my estimates ranges
Ability to prioritize and run multiple tasks simultaneously

LANGUAGES

Fluent in English, French, and Arabic

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Business Systems Analyst Resume Profile

Tampa, FL

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