SUMMARY:

• My extensive level background in the Information Technology industry makes me exactly the kind of value you need in the Business Analysts position you are advertising. With more than 10 years of progressively responsible experience, I offer a distinguished career earmarked by s in leading information technology, including hardware, software, development, testing, production support, project management, database technologies, customer satisfaction, vendor relationships, strategic planning, staff development, promoting change and improvement, and technology implementation.
• My proven track record includes planning implementation of new technology projects and developing technology strategies that align with business needs while ensuring that products meet customer needs and corporate goals. Your organization will gain from my strong sense of dedication, solid work ethic, teamwork skills, and ability to find solutions.

PROFESSIONAL EXPERIENCE:

Confidential

Product Support Analyst

Responsibilities:

• Engaged with stakeholders to review and validate privileged access within the scorecard system.
• Develop material relevant to the scorecard application.
• Primary person responsible for requirements gathering and documentation; and serves as a liaison between DOE and stakeholders. Develop business, functional and/or technical requirement specifications for access rights.
• Unix experience with Remedy and retrieved news, announcements, scheduled tasks, status of ongoing projects, stored documents, project statuses and client histories in Sharepoint.
• Delivered and reconciled reports in Excel, Word, Visio and Microsoft Access.
• Used ServiceNow - Employee Hire, Track it, Asset Management, Software Licensing Monitoring, Software Distribution, Custom reports, GlideAjax
• Worked with development to identify and validate issue resolutions and assisted QA with software testing
• Worked in 1-3 week sprints following Agile methodology
• Measured and analyzed incoming software issues to determine root causes and implement technical resolutions and solutions to minimize recurrences and severity and reported results to manager
• Provided assistance with user account management, software installations, upgrades and to client as required
• Implemented technology solutions in a cost-effective way by determining the requirements of a project or program, and communicating them clearly to stakeholders, facilitators and partners
• Created Business and Process Flows with Visio
• Entered SQL queries, SQL Statements, Ad - Hoc SQL queries, and parsed log files.
• Created users in Active Directory using PowerShell, using predetermined scripts, completed batch export/import users in Active Directory.
• Imported delimited files into Active Directory ".txt file" Used Active Directory Module for Windows Power Shell.
• Used Visio to create data mapping and Functional Documentation.
• Conducted work item tracking, Data collection and reporting, User stories, Agile software development, bug tracking, Software builds in TFS.

Confidential

Business Analyst

Responsibilities:

• The project was a web - based .NET application involving the automation of Mortgage loan origination process beginning from origination/opening a mortgage application through funding/closing
• The system performed all the business functions of the loan process such as set-up Account information, New Loan set-up, the Appraisal, credit, and income
• The project involved modules for Pre Approval, Application, Underwriting, Pricing, Processing, and Closing
• Generated a streamlined process to understand the various steps in the loan lifecycle and desired functionality of the new system by interacting with users, management, SME stakeholders, lenders, underwriters
• Interviewed business users to gather requirements and analyzed the feasibility of their needs by coordinating with the project manager and technical lead
• Identified, researched, investigated, analyzed, defined opportunities for business process improvement, documented business processes and initiated efforts to make improvements
• Performed Gap Analysis that scaled corporate performance over time
• Contributed to the definition of scope, performed extensive requirement analysis and defined functional specifications
• Worked full SDLC of application from requirements to testing
• Prepared Business Requirement Documents (BRD) to manage, analyze, and convert business requirements into functional specifications
• Conducted and participated in JAD sessions with stakeholders and system users to collect the software requirement specifications (SRS)
• Assisted in designing test plans, test scenarios, and test cases for integration, regression, and (UAT) to improve overall quality of the Application
• Unix experience with an understanding of a BPR Data Segment, CTX Payment Format, X12
• Understanding of ACH file with EDI, ACH File Structure, CIE Payments, ACH Records, and CCD
• Experienced with mapping EDI files to XML and mapping EDI files to a flat file format
• Understood flat files using an EDM site FTP sites, and interactive download .CTX with 820 transaction set
• Entered user stories in TFS

Confidential

Team Lead

Responsibilities:

• Supervised Call Center's administrative processes and procedures. Supported a Java based al software and the LMS system.
• Hired staff, identified behaviors, and coached employees to outstanding performance
• Participated in the recruiting and interviewing process
• Identified and reinforced positive behaviors through formal and informal reward and recognition
• Provided feedback and documented accordingly including annual performance reviews
• Encouraged and developed teamwork among others and themselves
• Managed delivery of customer and employee satisfaction and achieved scorecard and client goals
• Monitored calls and metrics, provided feedback, coaching, and reporting on data
• Adhered to corporate and client policies, procedures, and guidelines
• Interpreted and communicated corporate and business expectations to all team members
• Audited, coached, and trained Technical Support Representatives
• Led a team of employees and managed assets under their control
• Monitored and provided feedback and coaching of team members per the Companies quality standards