SUMMARY OF QUALIFICATIONS

• A highly motivated business professional with solid knowledge and experience in customer service, analysis, documentation, training, project management, web production, and system support
• Consistently demonstrating excellent analytical, problem solving and decision-making abilities, while working independently or as an essential member of a team
• Exceptional interpersonal and communication skills with groups and individuals at all levels
• Possesses a continuous improvement mindset to achieve process and operational efficiencies
• Able to learn new skills and concepts quickly
• Excellent knowledge of Windows, Microsoft Office (including Visual Basic for Applications), web publishing/document sharing/social media tools (HTML, CSS, JavaScript, jQuery, Vignette, GoPublish, Acrobat, Flash, Photoshop, SharePoint, Jive), reporting software (Business Objects, Omniture), testing tools (Quality Center) and training tools (Lectora, Captivate)

CAREER HISTORY

Confidential, Monica, CA
Business Analyst - Contracted through Volt Workforce Solutions August 2012 - Present

• Meet with stakeholders to gather business requirements for new enhancement projects for Activision Support website
• Create business requirements documentation and UX wireframes outlining business case and functional specifications
• Create UAT test cases to verify functionality of requested enhancements

Confidential, Burbank, CA
Sr. Communication Technology Representative January 2010 – October 2011

• Created site content pages using HTML/CSS, Vignette/GoPublish CMS, and Jive
• Created reports using Omniture and Excel to measure and analyze web portal and social media platform traffic; used data to formulate strategic recommendations to improve the effectiveness of our internal online properties
• Provided global end-user support for various internal systems and websites, and escalated issues where appropriate
• Documented department technology processes and suggested possible process improvements
• Managed projects to create or revise internal web sites/modules and social media communities
• Recommended and implemented new site features and functionality
• Worked with IT to implement proper search keywords to prioritize our content in search results
• Consulted with groups across the enterprise regarding uses and benefits of internal social media and web platforms
• Researched and recommended emerging technologies or methods for communicating content
• Managed QA testing process, including entry of test scripts, creation of testing status reports, and facilitation of testing conference calls

• Provided support for learning technologies (e.g., Centra, Docent, Hummingbird, Knowledge Warehouse, Lectora, uPerform) used to house and present SAP training content
• Uploaded new training modules into the training systems and maintained inventory databases for progress tracking
• Posted training materials on company intranet and internal social media platforms using HTML/CSS and Vignette/GoPublish CMS
• Edited content as necessary for accuracy and style
• Provided analysis and feedback on the effectiveness of existing training systems and recommend new solutions
• Consulted with other business segments to lend expertise on leveraging the company’s learning platforms and to discuss best practices
• Created and executed QA test scripts in Test Director for upgrades to learning technologies
• Analyzed training system issues reported in ServiceCenter tracking tool and troubleshooted or escalated them as appropriate
• Special projects included the creation of SLA metrics to measure IBM’s performance; served on a committee to explore gaming and learning; created Flash movies to market system enhancements

Confidential, Woodland Hills, CA
Senior Training Specialist August 1996 – August 2004

Duties of this position involved Business Analysis, Training, and Technical Support.
Business Analysis duties included:

• Managed small- to mid-size software implementation projects
• Liaised with technical staff and upper-level management to refine system requirements
• Tested and analyzed new applications for functionality and reliability
• Ran reports for management regarding claims trends analysis

Training duties included:

• Organized and conducted systems training for 1000+ users
• Wrote user guides and training materials for new and upgraded systems
• Supervised and mentored other trainers to assist them in their professional development

Technical Support duties included:

• Provided first, second, and third level telephone and in-person technical support
• Installed PC hardware and software

Special projects: served as Programmer/Analyst for Word Processing project using VBA, saving the company hundreds of thousands of dollars; Lead Trainer/Tester/Technical Writer for Cogen claims system project

Confidential, Woodland Hills, CA
Claims Office Adjuster October 1994 – August 1996

• Investigated scores of automobile and homeowner liability claims simultaneously through the gathering and assessment of statements, medical and physical damage evidence, police reports and other relevant information
• Negotiated thousands of fair and equitable settlements with insureds and claimants using evidence analysis
• Provided written argumentation to present disputed claims to intercompany arbitration

EDUCATION

Bachelor of Arts, Economics