SUMMARY:

• Business Analyst (BA) with extensive experience with requirements definitions. Experience with project deliverables including Requirements Analysis Documentation, Technical Design Documentation and Test Case creation, testing, and business rules analysis. Experience with testing and defect tracking.

TECHNICAL SKILLS:

Technology and Tools;: Asset tag management Peregrine Service Center Crystal Reports (Reporting Agent) Remedy 7.1 (BMC SQL (Database Query) Goldmine Database ServiceNow Clarify Database AS400 Mainframe Terminals MS Office MS Project MS Visio SSP Databases Tivoli Databases (IBM) MS Share Point Adobe Captivate ServiceNow Platform Rally

PROFESSIONAL EXPERIENCE:

Confidential, Ft. Worth, TX

IT Business/Sr. Business Analyst - ServiceNow

Responsibilities:

• Currently working on the implementation of ServiceNow as the platform of choice for American Airlines and also including the merger of US Airways onto the platform as well moving from the BMC Remedy Product.
• Responsible for daily agile matrix due to the system developers and ServiceNow architect.
• Responsible from lifecycle of the projects from requirements gathering to implantation into the Production environment.
• Creates Mockup’s and workflows of system requirements and work with development in the Dev and test environments.
• Write user stories and test cases that are in line with the project being developed.
• Interprets business needs and translates them into system requirements.
• Writes business specifications and forwards to technical staff for system development.
• Interprets systems specifications to develop, maintain and support automated business processes.
• Provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements.
• Configures system settings and options, plans and executes acceptance testing, and creates specifications for systems to meet business requirements.

Confidential, Lewisville, TX

Learning and Development Consultant - Alaska Medicaid Project

Responsibilities:

• Created CBT (Computer Based ) Modules for the State of Alaska for the launch of the Enterprise Portal for Alaska Medicaid Health.
• Created, updated and maintained design documents for the various sessions for the State of Alaska.
• Conducted and Organized sessions with healthcare providers, regarding Enterprise Overview and Being and Administrative Admin.
• Assisted in Peer review regarding, reviewing of CBT, Design Documents, and Documents.

Confidential, Dallas, TX

Sr. Business Analyst - Amp Implementation Platform

Responsibilities:

• Successfully implemented corporate customers to ACS proprietary service desk applications.
• Performed gap analysis for new customer (against statement of work or contract) and existing customer (against current ACS platform) prior to implementation and/or migration.
• Led client knowledge transfer sessions for new and existing clients migrating to standardized technology platform.
• Created Business Requirement documents and supporting documentation, including Business Requirements, Functional Requirements, and User Acceptance Testing.
• Responsible for creation of Use Cases for testing in the UAT environment based on the scope of what the client is requesting.
• Acted as IT Infrastructure Library (ITIL) Subject Matter Expert (SME) for department and organization.
• Collaborated with ITIL Process Owners to ensure appropriate documentation and handling of exceptions.
• Implement ITSM COTS/MOTS web-based solutions utilizing the agile methodology.
• Design and deliver business requirements, functional requirements, and estimated level of effort, user stories, as well as workflow and process diagrams utilizing the Agile.
• Served as a liaison between Xerox developers and various clients in regards to helpdesk creation and setup and look and feel.
• Responsible for maintaining and running query reporting on clients projected ticket intake and gauging to predict needs of the client regarding helpdesk setup, Vchat and email support modules.
• Conducted and evaluate group sessions throughout the Software Development Life Cycle to ensure successful user acceptance testing and implementation.
• Documented business, technical, and functional requirements for integration to 3rd party host software.
• Presented technical product demonstrations to all levels of customer employees to gather information and requirements for integration bridges.
• Business Requirement writing for development team regarding structuring of SLA's (Service Level Agreements).

Confidential, Dallas, TX

Sr. Technical Helpdesk Analyst

Responsibilities:

• Troubleshoot end-users on various software/hardware and network related issues.
• Create Severity 1, 2 and 3 tickets to second level support and on-call personnel.
• Open Bridge line and assist on call mainframe and network techs on Severity 1 Issues.
• Responsible for running system queries to gather SLA reporting for the service desk via Crystal Reporting system.
• Handled the day to day analyzing of various reports, (average hold times, average answer speed, open and closed tickets) for monthly stats.
• Worked on a project with Qwest Communications, routing network switches for engineers in the field.
• Ran daily reports regarding tower station outages and signal issues.