SUMMARY:

• Recognized for excellent communication, both oral and written, as well as the ability to interpret complex processes in a way that is easy to understand by both technical and non - technical audiences
• Strong problem solver with proven ability to work with all levels of management and staff to interpret business needs for system enhancements, training, and process re-engineering
• Ability to apply my knowledge, skills, and experience across industries

PROFESSIONAL EXPERIENCE:

Confidential

Senior Business Analyst

Responsibilities:

• Technical writing throughout the System Development Life cycle (SDLC) included: process flows, business and functional requirements, mock-ups, change requests, user acceptance test scripts, user manuals, and quick reference guides.
• Maintained documentation with versioning on SharePoint as well as in the Salesforce libraries.
• Collaborated with system administrator and developers to ensure requirements, design, and development were aligned.
• Responded promptly to testing errors performed by an independent contractor and updated documentation as needed.

Confidential

Senior Application Systems Analyst

Responsibilities:

• Gathered and documented business and functional requirements, created process flows and mock-ups, developed user acceptance tests and worked with business users to complete the testing.
• Maintained documentation and versioning on SharePoint. Used Visio for mock-ups and process flows.
• Performed system testing before and after deployment.
• Worked closely with business users to resolve questions promptly.
• Selected as a project team member to re-engineer the Salesforce application to accommodate a responsive turn-around time for business requests as well as address a diverse population base.

Confidential, Owings Mills, MD

Senior Business Analyst

Responsibilities:

• Created requirement documentation to included sufficient details to clarify business user needs for the Application Development Organization (ADO). Documented requirements, created diagrams or graphics, as needed, as well as traceability matrices.
• Maintained documentation and versioning on SharePoint for each phase of document development, review, and approval. In addition, maintained requirements in a document management tool (Serena RM).

Confidential, Columbia, MD

Project Analyst

Responsibilities:

• Wrote business narratives describing user requirements in business terms, developed test strategy and test cases. Documented implementation strategy.
• Created and documented project plan for training newly hired employees and contractors, which shorten the learning curve and provided consistent and accurate training.
• Reviewed System Requirements Specifications and System Design Specifications, executed test cases, and submitted defects.

Confidential, Towson, MD

Technical Writer/BA, Office of Information Technology

Responsibilities:

• Developed and delivered system training for one module resulting in cost savings of $5,600.
• Documented daily, monthly, and fiscal year-end jobs as well as payroll and quarterly reports to ensured smooth transition from the vendor to in-house programmers.
• Developed scripts for programmers to create an Intranet based self-paced learning tools, which supported understanding and use of the new systems by County employees in various locations.
• Reengineered business practices and supported system design by facilitating meetings with management, and staff to develop process flow charts.
• Identified and resolved processing and business practice issues by researching Help Desk tickets after HRM system implementation.

Confidential, Towson, MD

Technical Writer/Training Manager

Responsibilities:

• Established reporting methods to keep management and trainers informed, define priorities, and manage resources.
• Reengineered the training program to create efficient and consistent training used by multiple trainers over multiple shifts.
• Developed a 3-month progressive training program for new hires by synthesizing information from multiple sources and working synergistically with subject matter experts. Each module included practice scenarios (integrating practical knowledge and skills while using the Computer Aided Dispatch system), exams for three disciplines (Call Takers, Fire, and Police Dispatchers), and program evaluations.
• Supervised up to eight trainers.
• Participated on the interview panel to select new employees.

Confidential, Towson, MD

Technical Writer

Responsibilities:

• Worked with technical staff to develop test plans for a new relational database to track constituent concerns. Test plans included test preparations, expected results, and confirmation of pass/fail status.
• Worked with the business user to develop test plans for the Local Election Management System. Test plans included instructions for using the system, test preparations, expected results, and pass/fail status.
• Updated information from multiple sources, streamlined format, and integrated handouts into course material to minimize maintaining information in multiple sources.
• Created a reference manual as well as a quick reference guide to assist police officers with the transition from manually written reports to an automated system.

Confidential, Glen Burnie, MD

Business Analyst II

Responsibilities:

• Established and maintained requirements and specification documents; collaborated with the vendor, technical staff, management, and business users.
• Developed and implemented a computer-based training program as well as a self-paced program to provide training at multiple locations.
• Developed and delivered instructor led programs for retail and wholesale systems that covered 17 modules.
• Created concise and easy to understand documentation for IT as well as business users, which included user manuals, quick reference guides, cross-functional procedures for inventory movement, and user acceptance tests.
• Created a monthly newsletter to keep the business apprised of the system implementation for each operating unit. The newsletter included a calendar of events, which was overwhelmingly well received. Distribution of 2,000.
• Developed and implemented a corporate-wide needs assessment. Analyzed results and provided recommendations to management.
• Managed relational database and reports that tracked system modifications including user’s request, vendor considerations, management approval, testing, implementation, and follow-up.
• Hired and supervised staff.