SUMMARY:

• Performed moderately complex user research and validation, including usability testing and contextual inquiry/analysis.
• Performed moderately complex activities related to requirements analysis including the following: Conceptual Design, workflow analysis, including end user experience;
• support experience, and reporting capabilities. Developing and enhancing teams existing SDLC processes to improve efficiency and reduce defects moving to production.
• Assisted with the design, integration, maintenance and support of applications for the Credit Card Systems.
• Analyzed requirements, provided estimates and proposed technical solutions for small to mid - sized projects. Example being, First Merit and First Data Integration

TECHNICAL SKILLS:

• Microsoft Office
• Quality Assurance
• Script Writing
• Applications (CMAO, PBLOS, SQL,QMF,Passport, MainFrame ARC)
• Platform Testing
• Interface Support
• Quality Center
• Commercial/ Retail Credit Card Support
• Project Management
• Production Support
• UAT Testing ( Functional & Regression)
• Test Planning
• Incident Management
• Service Now
• Analysis
• Tier 2 Tech Support
• Data Analysis

PROFESSIONAL EXPERIENCE:

Confidential

Programmer Analyst

Responsibilities:

• Performed moderately complex user research and validation, including usability testing and contextual inquiry/analysis
• Performed moderately complex activities related to requirements analysis including the following: Conceptual Design, workflow analysis, including end user experience; support experience, and reporting capabilities. Developing and enhancing teams existing SDLC processes to improve efficiency and reduce defects moving to production
• Assisted with the design, integration, maintenance and support of applications for the Credit Card Systems
• Analyzed requirements, provided estimates and proposed technical solutions for small to mid - sized projects. Example being, First Merit and First Data Integration
• Frequently worked with outside vendor representatives and technical teams that interface with internal applications
• Analyzed moderately complex application systems issues and provided technical solutions.
• Validated moderately complex requirements, including functional validation and traceability.
• Tested and analyzes each component/phase of the systems development life cycle including the project requirements, design and programs. Developed and executed moderately complex test strategies.
• Executed moderately complex tests according to established plans and scripts, documents and communicates results. Collaborated with developers, business areas, and/or, end users to determine appropriate solutions. Retested corrections to ensure problems were resolved.

Confidential

Project Coordinator/ Business Analyst

Responsibilities:

• Analyzes system issues and provides solutions. Escalates system issues to IT Manager for quick resolution
• Works with the PM and Team Leads to set up and update the project plan, issues log, risk log, time entry gap analysis and other projected related data in SharePoint
• Works with LPL to create presentations
• Runs project related reports for the PM and LPL
• Assist with coordination of key meetings such as Steering Committee, Stakeholder Meetings, etc. Provide feedback to testers on QC entries when the summary of the issue is not clear
• Attend key meetings and take and publish meeting notes
• Coordinate, conduct, and obtain weekly project stat from SPL’s/Work Stream Leads and roll up to weekly status report
• Support project executives on large complex projects and assignments
• Security Based Lending Automation Project Annual Review Test Lead
• Conduct high level training to ensure all users understood the functionalities of the platform
• Develop test scripts and test plans and use cases based upon functional requirements
• Updated Project plans and tracked issues using the share point tool
• Side by side support of project manager in a PMO role
• Pulled daily reports to view outliers and update status

Confidential

Quality Analyst

Responsibilities:

• Performed research and analysis on system issues and work with management and IT to develop solutions and implement
• Reviewed department policies and procedures on a regular basis to improve efficiencies and data integrity
• Identify new methods and technology to enhance current processes
• Kept current with departmental best practices and business rules
• Learned new technologies as necessary
• Engaged in special projects as assigned
• Conducted quality-control tests and analyses to ensure that software meets or exceeds specified standards and end-user requirements. Also ensured complex project requirements are executable, testable and complete

Confidential

Quality Analyst

Responsibilities:

• Front End Loan Processing
• Reviewed mortgage loan documents for accuracy and package completeness (Quality Assurance)
• Made outbound calls to order credit reports, lien releases and additional information needed
• Kept client abreast on loan status

Confidential

Present Small Business Owner

Responsibilities:

• Build client relationships
• Manage debit to income ratios
• Design personal fitness programs
• Study current trends and changes within personal training

Confidential

Online Banker

Responsibilities:

• Assisted customers with deposits, debit card issues, and loans
• Provided technical support for Confidential .com via live chat and email
• Assisted with telephone, online banking, and online bill payment issues
• Provided Tier 1 (highest tier) technical support for Confidential

Confidential

Live Assistance Operator

Responsibilities:

• Assisted in facilitating audio and web-based conferencing
• Conducted product training as new products became available for clients
• Assisted in trouble shooting web and audio conferencing issues

Confidential

Member Services Representative Contractor

Responsibilities:

• Quoted benefits and plan specifics to heath care providers
• Applied daily updates for medical terminology and coding
• Reviewed insurance reimbursement documentation with patients

Confidential

Account Representative

Responsibilities:

• Received and resolved inbound calls and conducted outbound calls regarding student loan solutions
• Applied daily updates for medical terminology and coding
• Located borrowers and arranged loan payment solutions for students

Confidential

Customer Service Professional

Responsibilities:

• Provided consultation to new home owners regarding loan terms and pay back options
• Handled inbound inquiries regarding payment issues
• Provided technical support and solved online payment and Confidential site navigation issues
• Trained staff on internal Chase systems

Confidential

Quality Assurance Coach

Responsibilities:

• Customer Relations Quality Coach for Universities, Construction and the Hospitality industry
• Trained staff on client specific, quality customer service using a created, 5 to 20 point scoring program thus boosting revenue and customer relations
• Monitored agents via phone, email, side by side to ensure quality of call

Confidential

Team Lead

Responsibilities:

• Managed a group of 10 associates
• Monitored associates for schedule adherence
• Processed magazine orders for the Limited Managed Service program