Professional Summary

• Business Analyst with over fifteen years experience in all phases of Systems Development Life Cycle SDLC and methodologies, including Agile and RAD.
• Skilled in software selection, requirements gathering, collection, analysis and documentation, testing, training and implementation.
• Outstanding at client and customer relationship building, management and service.
• Experienced in all tiers of help desk and technical support.
• Expert user of Microsoft Excel, Access, Project, Word, PowerPoint and Visio. Extensive experience with SharePoint, Documentum, Remedy, HP Quality Center and Toad.
• Ten years experience in life insurance industry, eight years wireless telecommunications experience and five years in the pharmaceutical industry.

Senior Business Analyst Confidential

• Act as primary liaison between internal business partners and web-based systems development and support teams to deliver the best solution for our customers and the organization.
• Analyze and document business procedures, workflow and dependencies, including impacted screens, tables, and reporting. Responsible for the selection of Verizon's Gift Card software vendor SmartClixx and subsequent install and rollout of the software to all retail locations. Developed training materials and resource materials for online access by all impacted employees. Handled all escalated help desk tickets.
• Document and/or deliver system, workflow and procedural training, depending on size and scope of project.
• Perform unit testing, coordinate end user testing and perform shakeout testing after install.
• Facilitate regular meetings with business and systems teams to discuss any new issues or requests, prioritize all open items and schedule installs to meet all parties' needs.
• Develop and run mainframe and database queries for reporting requested by business partners.
• Resolve help desk tickets for supported applications within stated guidelines.
• From Mar 09 Jan 10, served as a key member of the conversion/migration team of Alltel customers to Verizon systems. Pre-conversion, elicited and documented business process and systems requirements. Identified gaps and drove to resolution. Managed acceptance testing. Worked with trainers to develop curriculum for online and classroom training. Post-conversion, oversaw user support via command centers. Managed reported issues, assigned resources and ensured timely resolution. Facilitated daily meetings across organization and provided executive reporting.

Senior Business Analyst

Confidential

• Support and oversee third-party service partners, whose call centers provide specialized customer care including rebate fulfillment, technical support, directory assistance, and telemarketing.
• Ensure all key performance indicators and service level agreements are met. If not met, work with site management to develop and implement action plans to address. Facilitate and document weekly meetings with each site. Maintain action item lists.
• Identify partners' issues or needs and work with internal departments to provide solutions.
• Visit each site monthly to review processes and workflows, talk to front line employees and build rapport with site management.
• Prepare and deliver communications regarding system, procedural or policy changes. Coordinate and participate in training, program development and delivery.

Senior Business Analyst

Confidential

• Provide inbound call center support for client's drug discount program.
• Create and maintain system map and data flow diagram.
• Document and manage all system changes and enhancements, perform unit and shakeout testing, document and drive resolution of bugs and oversee installs.
• Serve as primary point of contact for client. Facilitate weekly meetings. Deliver daily, weekly, monthly and ad hoc reporting.
• Document processes and procedures. Create training manual. Deliver new hire, refresher and ongoing skills training.

Senior Business Analyst

Confidential

• Provide support and manage changes to the applications accessed by field sales consultants.
• Facilitate meetings between business departments and the systems teams to drive understanding and prioritization of requested enhancements and changes.
• Document detailed requirements for application changes and enhancements.
• Perform unit testing, coordinate end user testing as needed and coordinate installs.
• Document, prioritize and ensure resolution of system bugs.

Business Analyst

Confidential

• Document all client process flows and business requirements.
• Serve as primary liaison between client and programmers during the development, testing and implementation phases.
• Perform testing. Document, prioritize and ensure resolution of system bugs.

Business Analyst

Confidential

• Serve as primary point of contact between business areas and systems teams during the development and deployment of a new Group Life Policy administration system.
• Gather and document detailed requirements from all departments.
• Develop testing plans and serve as lead tester. Coordinate and train resources for end user testing.
• Develop the project plans, processes and workflows for the deployment of system.

Program Manager

Confidential

• Set up a new call center for the administration, installation and servicing of small to medium group life accounts.
• Develop and document all workflows and processes. Hire, train, mentor and support staff.
• Ensure all service goals are met. If not met, develop and implement action plans to address.
• Prepare and deliver presentations to potential and existing customers.