SUMMARY

• Highly experienced Sr. Business Analyst/Technical Writer with full SDLC exposure working on both mainframe and web - based application development projects.
• Experience includes gathering, analyzing and identifying functional and technical requirements; creating functional and technical design specifications and documents; coordinating and participating in Integrated and Systems testing; creating and filing all project documentation ensuring legal and regulatory compliance.
• Experienced at facilitating requirements elicitation and project definition meetings as well as meetings to outline acceptable project scope and expected product deliverables.
• Demonstrated skills include building strong working relationships with colleagues and clients utilizing outstanding written and verbal communication skills.
• Capable of working closely with Senior Management and all levels of business owners and technical staff to ensure that large and/or small-scale projects are completed accurately, on-time and within planned scope and budget.

Core competencies

• Requirements Gathering/Documentation
• Functional Process and Procedure Documentation
• Customer Management
• UA Testing
• Training
• Training Material Documentation
• Web Wireframes/Mock-ups
• Use Cases/User Stories
• Technical Writing
• Process Flow Mapping
• Gap Analysis
• Agile/SCRUM Methodology
• Waterfall Methodology

TECHNICAL SKILLS

• Microsoft Office Suite
• Microsoft Outlook
• SharePoint
• Domino.doc
• Lotus Notes
• Calibre RM
• VISIO
• JIRA
• SAFe 5.0
• PM/PO certified

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst

Responsibilities:

• Adapted quickly to the financial industry rules, regulations, and nomenclature.
• Quickly established cohesive working relationships with various parties both inside, and outside, the bank.
• Formatting and maintaining complex project documentation (Excel, Word, etc.)
• Solicited and compiled large amounts of data from multiple RFP bidders and presented to bank stakeholders in a confidential and organized manner.
• Organized and conducted project meetings both onsite and electronic (Teams, Webex and Zoom, etc.)
• Managed communications flow between multiple bidders and internal bank stakeholders.
• Maintained large volumes of data and correspondence, readily available, to make certain all stakeholders - vendors and bank - had the most current information.
• Maintained all project documentation in an organized fashion so that it could be quickly accessed when needed.
• Exhibited due diligence in pursuing responses from bidders and internal bank stakeholders to maintain project deadlines and commitments.

Confidential

Senior Business Analyst/Technical Writer

Responsibilities:

• Engaged extensively with customers to facilitate requirements gathering sessions (JRP, JAD & BAA) to fully identify and define project requirements, specifications, business needs and business rules.
• Skilled at communicating with both technical and non-technical personnel to ensure that design objectives and project requirements are clearly communicated and understood between all parties.
• Highly experienced in the full SDLC processes, from inception to sunsetting of software.
• Acted as a project liaison between stakeholders to communicate and document highly technical information, in a “plain English” manner, for the benefit of non-technical audiences.
• Created hundreds of very detailed Functional Design Documents (FDD) and Technical Specifications (TSD) documents, for projects both large and small, using company standard templates. Achieved a 97% on-time document completion rate resulting in very significant project cost savings.
• Utilized Agile (SAFe 5.0) methodologies to effect timely execution and completion of projects. Created detailed user stories/acceptance criteria for developers to use during project execution.
• Actively participated in integrated testing (UA and regression) of projects to ensure that the new and/or enhanced functionality was working as desired and designed to meet customer needs.
• Responsible for reviewing and managing project documentation to determine compliance with governmental rules and regulations (SOX and EU) resulting in a 100% compliant rating, effecting a major cost avoidance to the company.
• Organized and guided offshore development teams in creating and implementing new or enhanced software projects -- 94% on time and on budget -- to realize significant cost savings to the company.
• Created user specification documents and training materials to assist clients with new functionality.
• Volunteered to take on projects in many different areas outside of my field of expertise to broaden my knowledge of the company’s overall products and operations.
• Possess the ability to grasp abstract concepts and to learn new subjects very quickly.
• Mentored new BA personnel to expand their knowledge base and allow for rapid assimilation into fully functioning team members, resulting in a significant cost savings to the company through productivity gains.
• Coordinated numerous projects to completion (DoD) across multiple Agile/SCRUM teams, simultaneously.

Confidential

Corporate Travel agent

Responsibilities:

• Contracted to Confidential travel service to assist in booking overflow corporate travel itineraries.
• Duties included: planning and booking client travel arrangements including air, car, hotel and international documentation.
• Booked clients within their individual corporate travel policies and budget restrictions to maximize savings to client company and traveler budgets.
• Arranged and organized meetings for up 100 guests, including all special facilities and services both locally and in remote locations.
• Also, researched and advised on any discrepancies in client billings.

Confidential

Emergency Afterhours Travel Service Agent and Supervisor

Responsibilities:

• Supervised and administered all functions related to the operation of an emergency after-hours travel service.
• Duties included personnel management (hiring, training, evaluating and scheduling, etc.), payroll administration and customer problem resolution.
• Participated in marketing the emergency afterhours travel service to high profile corporate clients.
• Performed agent duties during times of extremely high call volume to reduce overall client wait times.
• Managed all aspects of departmental payroll including tracking and submitting employee hours worked and any time discrepancy issues.
• Managed customer interaction with departmental staff including customer service issues and problem resolution with high profile clientele.
• Assisted staff agents during times of extremely high call volume to reduce client waiting times; resulting in an increase in customer satisfaction ratings for service.
• Collaborated with associate travel agent partners in marketing and selling the emergency after-hours service to high profile corporate clients.
• Increased client retention rate from 86% to 93.7% and increased after-hours new client base by 6-7% per year.
• Spearheaded implementation of new customer billing system. Successfully completed project well within budgeted time and costs.