OBJECTIVE

I am seeking a new career opportunity where I can contribute my experience and skills in business analysis, design, and process re-engineering.

SKILLS

• I.E.: AGILE, SDLC, PMP, ITIL Change Management and Participative Design methodologies
• Seasoned Business Analyst with well-honed experience in defining, creating and testing web-based applications using a strategic approach with defined business cycles and methodologies.
• Experienced facilitator well-versed in engaging others to adopt a culture that fosters collaborative discussions that elicit ways to dissect and improve long-standing business processes.
• Strong organizational skills able to manage multiple tasks simultaneously.
• Skilled Leading Teams using Servant Leadership methodologies. Well-honed interpersonal skills team building, developing future leaders, negotiation and problem resolution skills.
• Detail oriented and able to analyze abstract and multi-level business rules and processes.
• Effective verbal and written communication skills excellent command of English grammar.
• Well versed in how to use diplomacy and poise when introducing and promoting new a new concept or idea thereby creating a culture that is more prone to embrace and accept change.

SOFTWARE

Share Point, SQL, Acrobat Pro, Adobe Reader 8, Oracle 05 and Windows Explorer MS Project Professional, MS Office Suite: Word, Publisher, Excel, Visio, Access and Power Point Windows Operating Systems, SkillSoft, Lotus Notes, Outlook, CICS Mainframes, PeopleSoft, BMC Remedy, NIKU Clarity and Change Point.

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst

Transition new accounts to the Confidential Technical Service Desk while also coordinating and directing the training initiatives needed to meet the training needs for new and existing customers.

Responsibilities:

• Work with application developers and business SMEs to develop computer applications, analyze, develop and execute UAT and regression testing prior to migration.
• Develop and document business flows, processes and procedures that align with the current and future Business Operations requirements and objectives. Use MS Office Suite, MS Project, SharePoint, Visio and Outlook
• Proofread and edit documentation written by various project team members to ensure proper usage of grammar, punctuation, spelling, styles and formatting.
• Perform research to write and maintain software users' manuals, training materials, procedural guides, release notes, Help Systems and customized documentation.
• Transition new Healthcare/Trading/Consumer accounts by using effective project management concepts and methodologies Conduct customer-facing due diligence and discovery gather and define existing business requirements identify current business processes that would benefit from process re-engineering, facilitate meetings and act as a liaison to the stakeholders to ultimately elicit client buy-in, document agreed upon future business or redefined organizational practices and procedures.
• SharePoint Administrator Access: Maintained Document Library Granted access to end users based on clearance and business need.
• Training development, design, delivery and implementation for new and existing accounts Create Training Materials and Knowledge Management documents and revise as needed with up to date with procedural changes, product updates and enhancements. Write internal communications and train staff of said updates.
• Provide Training Team Leadership to ensure that the team meets and exceeds all training deliverables on multiple projects/accounts simultaneously while demonstrating a commitment to customer-focused quality service.
• Manage the coordination of scheduling trainers and training resources. Create monthly and ad hoc training reports. Maintain LMS training system with class offerings, tests, surveys and attendance records. Provide coaching/feedback for Trainers, Agents and Team Leads.
• Confidential Point of contact when Global Service Desk Trainers and Operations have questions about HIPAA Regulations or when identifying potential HIPAA violations.

Confidential

Training Consultant / Business Analyst / Technical Writer

Project Management Confidential methodologies SLDC timelines were used for this full spectrum, system migration application development/design, testing and training for a new web-based, relational computer system for the State of ConfidentialChild Support Enforcement Division.

Responsibilities:

• Elicit requirements using interviews, document analysis, JAG Sessions, site visits, business process descriptions, business analysis, task and workflow analysis. Drive and challenge business units on their assumptions of how they will successfully execute their plans.
• Design, develop and maintain training manuals, curriculum, agendas, PowerPoint slideshows and simulations, handouts, classroom exercises, cheat sheets and tests utilizing adult learning principles. Edit and revise all written training materials to reflect updates and enhancements to the application.
• Responsible for proofreading and editing the User's Manual prior to contract end. This involved reviewing an 400 page document that was written by various project team members to ensure proper grammar, punctuation and spelling as well as consistent style and formatting.
• Maintain the LMS Learning Management System with class descriptions, tests and attendance records.
• Present hands on web-based training content in a classroom setting. Provide on-site support and individual training to Mangers, Child Support Workers, Attorneys, Hearing Officers, Central Office and Help Desk staff.
• Point of contact/liaison between trainers, business analysts, developers, policy staff and the central project management team to document and work to resolve issues or concerns that arise.
• Develop unambiguous test scripts Use Case , set-up test cases and executed UAT, regression and integration system to system test scripts. Document findings, work with Business SME's , and developers to resolve and re-test. Assure test cases/data sets are ready for accurate execution of test scripts. Coordinate testing with Configuration Management to ensure that the execution of all necessary jobs and batch programs are run in order to properly test the data and code.
• Create Helpdesk Tickets as issues/bugs were identified tested to find solutions, kept tickets up to date
• Research and resolve issues and questions arising from testing or training sessions.
• Proactively act or react quickly in assessing situations and making problem solving decisions.
• Conduct meetings with other business areas and developers to assure the best possible means of achieving a successful system.
• Proactively help participants embrace an ever-changing culture of change for their work environment by showing participants that the new system is designed to help them work more efficiently.

Confidential

Business Analyst

• Confidential methodologies, and Business Analysis best practices, this project is responsible for implementing maintenance break/fix and enhancements to Confidential Child Support Enforcement computer system CHARTS .
• By working in small teams with defined project development cycles to define, create, test and ultimately integrate new functionality into the system. Said functionality assured compliance with Federal and State Regulations, while balancing deliverable deadlines with the desires of the end user.

Responsibilities:

Analysis and Design

• Organize and facilitate work stream groups to analyze and document the user's current and future business requirements and work processes identify and suggest areas of opportunity for re-engineered processes.
• Write system specification documents using terms that are not ambiguous and in a format that is easily followed and understood by all audiences. End user, application development, business SMEs and trainers.
• Assure system documentation is consistently written with correct business rules, policies and standards.
• Create screenshots and design diagrams to communicate business processes and screen design.
• Design and create flow charts that document business processes and create test matrix/scripts.
• Conduct meetings and act as a liaison for the business and technical developers to assure the best possible means of achieving a successful system. Work directly with application developers to assure the code complies with the specifications and address issues that arise during the development phase. Work collaboratively to assess and analyze tradeoffs between usability and performance needs.

Testing

Create test matrix/scripts, execute SQL queries to set up and execute said test scripts for UAT, regression and integration/iterative system to system testing performed with batch and on-line processes. Assure test cases/data sets are ready for accurate execution of Use Case test scripts. Coordinate testing with Configuration Management to ensure that the execution of all necessary jobs and batch programs are run in order to properly test the data and code. Confirm that changes/updates would appropriately integrate with the relational database. Lead/facilitate groups of end users with UAT Testing. Query database to validate the data and test results. Create Helpdesk Tickets as issues/bugs were identified tested to find solutions, kept tickets up to date.

Implementation, Training, Customer Support and Conversion Processes

• Write on-line HELP, release notes, training materials and desk aids for new products.
• Provide on-site training and support to users after new products are implemented.
• Coordinate communication between project staff and the end user to resolve any issues that surface after implementation. Proactively act or react quickly in assessing situations and making problem solving decisions.
• Analyze existing processes and programs to assure successful conversion and develop resolution processes to ensure data clean up as necessary.

Data Warehouse and Interface Processes

Data mapped existing data fields and interfaces on integrated computer systems N-FOCUS CHARTS to insure the sharing of accurate and timely information. As well as an extensive project to data map all collection and distribution processes in preparation for storing said data on Crystal Report Confidential and business analysis started while working for CSE Operations. As the subject matter expert for CSE Overpayments, Lien Collections and various Administrative Enforcement tools, I was afforded many opportunities to work alongside project BAs where I participated in work stream meetings with operations, BAs and application developers to define CMOs, SOPs and collaborate to define the FMO's. I documented work processes/flow charts and wrote Business Requirements Documentation. Prior to integration, I wrote test scripts, set up test cases and executed UAT and regression testing.