Customer Service Quality Assurance
Resume:
Christopher Gazouleas
ace2kf@r.postjobfree.com
SUMMARY:
** ***** ** ******* ********** in Information Technology, with emphasis on overall Business Analysis leading
to Software Development. Proficient in working with Business Analysis, Business Process Modeling (BPM),
Business Flow Diagrams, with an understanding of gathering Business Requirements. Excellent
communication & documentation skills and experience with client interaction while working in complex
cross functional and geographically dispersed team environments. Expertise in all phases of Software
Development Life Cycle (SDLC) includes: Requirements gathering and fulfilling deliverables, creating
Use Casing Stories, modifying Functional Specification, fulfill Business Case Analysis, building upon
Business Process Modeling (BPM), and testing in Quality Assurance testing (QA).
OBJECTIVE:
I am seeking a qualified position as a Senior Business Analyst that will utilize my abilities to which will also
progress in obtaining new skills and applications while fulfilling the deliverables to any new and enhanced
projects.
TOOLS / SKILLS:
Process/Model Tools:
Unified Modeling Language (UML), Use Case Diagrams, User Acceptance Testing (UAT), Test
Case Scenarios, Waterfall & Agile Methodologies, Rational Unified Process (RUP), Joint
Application Development (JAD), WebEx, SharePoint, Outlook, Lotus Notes, IM, MS Project,
MS Visio, and Microsoft Office Suite.
EDUCATION:
Bachelor of Arts & Sciences, Oakland University, Rochester, Michigan Class of 1998
Certificate of Web Design, Baker College, Auburn Hills, Michigan Class of 2002
CONTINUING EDUCATION COURSES:
Classroom Training IBM Mainframe training
Jan 2014- Feb 2014
Emphasis in navigating concepts and sequential file manipulation in TSO/ISPF
Ability to write SQL queries for relational databases
W3 Schools
Online Training for SQL
March 2014- Present
Tutorials in performing and running SQL Queries
ANCILLARY:
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Christopher Gazouleas
ace2kf@r.postjobfree.com
Member of AHEPA - (American Hellenic Educational Progressive Association) presently is serving as District
Secretary for my organization, a role that services 10 chapters throughout the state of Michigan.
PROFESSIONAL EXPERIENCE:
Coup Inc., Troy, MI
July 2011 – August 2013
Senior Business Analyst
Coup Inc. is an IT Systems and Services Integration firm that delivers high-quality IT services to leading clients
on a global scale. Coup Inc. also is a software development corporation that produces customized software to
meet each client’s requirements and expectations.
I worked in house for Coup with a team of developers and other BAs while interacting with one of COUP’s
clients in procuring requirements to design a student e-mail service varied among the 23 institutions within the
University all while converging there data base system to the new enhanced email project. The University
needed to provide a single, cost-effective e-mail service to its students. It chose Microsoft Live@edu, a set of
hosted communication and collaboration services that would allow its students the ability to communicate with
the same high standard of messaging and collaboration tools that they may someday use in the workplace.
Responsibilities:
• Identified opportunities for business process improvement through various meetings with university
staff and developers and initiated efforts to make improvements.
• Developed a project plan with assistance from the management, and included provisions for project
scope changes and issues which initiated efforts to make improvements.
• Instrumental to ensure that the Universities Integration data system will converge and function well into
the new enhanced email.
• Performed Requirement Gathering & Analysis by actively soliciting, analyzing customer
requirements and prepared the requirements specification document for the application using Microsoft
Word.
• Conducted JAD sessions to allow different stakeholders to communicate their perspectives with each
other, resolve any issues and come to an agreement quickly.
• Organized meetings to discuss outstanding issues with QA team and developers via Outlook.
• Developed and managed all the work plans, acted as the key client contact, handled all kinds of
scheduling, ran all status meetings and compiled various reports.
• Documented business workflows textually as well as in UML diagrams according to the iteration in
Agile for the stakeholder review.
• Involved in creating Use Case diagrams for system development.
• Prepared the UML Use Cases using Agile.
• Used MS Visio for flow-charting, process model and architectural design of the application.
• Assisted the technical team in translating application functionality into application architecture.
• Met with team management on a bi monthly basis for progress review.
• Participated in bug review meetings, updated requirement document on SharePoint as per business user
feedback and changes in the functionality of the application.
• Clarified QA team issues and reviewed test plans and test scripts developed by QA team to make
certain that all requirements will be covered in scripts and tested properly.
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Christopher Gazouleas
ace2kf@r.postjobfree.com
• Assisted in business users in designing test strategies, test cases, and test scripts and conducting
User Acceptance Testing (UAT).
• Utilized Software Development Life Cycle methodologies such as the Traditional Waterfall & Agile
Model as well as iterative approach to software development.
Environment: UML, Use Case Analysis, Test Case Scenarios, Agile, RUP, WebEx, JAD, SharePoint, Outlook,
MS Visio, UAT, Microsoft Office Suite.
UP Inc., incorporated and headquartered in the USA, IT Systems and Services Integration firm that
delivers
Diversal Inc., Farmington Hills, MI
April 2008 – March 2011
Business Analyst – Accounts Representative
Diversal Inc. provided in house customer service offering Credit Restoration, and Credit Education for clients
with bad credit and low credit scores. Diversal representatives helped restore people’s credit when bad debt and
negative items appeared on their credit report. While working in my role as a Business Analyst - Account
Representative, I summarily was asked to produce requirements for data capture of client’s account information
for reporting and statistical purposes.
Responsibilities:
• Interviewed prospecting clients and informed them of nature of credit business.
• Instructed to clients the educational aspects of restoring their credit.
• Initialized all vital documents to send to the bureaus.
• Corresponded with clients on a bi monthly basis to discuss the progress of their credit upon receiving
reports from the bureaus.
• Created Functional and Business Requirements Documents.
• Gathered requirements by interacting with the customer to the credit repair financial institution
companies by interviewing them, preparing questionnaires, and getting feedback.
• Involved in gathering and documenting business requirements and translating them into technical
solutions while working closely with financial institution and the credit bureaus.
• Participated in WebEx sessions from monthly and bi monthly conference calls to allow different
financial representatives and speakers to communicate their perspectives with each other, resolve any
issues and come to an agreement quickly.
• Constructed Timekeeping Matrix Report to identify progress reports on client disputed items being
questioned and resolved.
• Executed reports running queries in Access.
• Prepared presentation on clients’ progress in PowerPoint.
• Oversaw installation of hard drives, memory network cards, video cards, printers.
• Oversaw installation of MS Office, windows software patches, and updates.
Environment: Outlook, Lotus Notes, WebEx, Waterfall, Microsoft Office Suite.
B&K Express, Southfield, MI
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Christopher Gazouleas
ace2kf@r.postjobfree.com
September 2004 – February 2008
Marketing Manager
B&K Express is an expediting business processing applications for passport & visa deliveries. Worked along
several embassies and the US Federal Government agency to ensure citizens and residents would be allowed to
travel abroad outside of the United States.
Responsibilities:
• Obtained pertinent documents to process for approving applications
• Identified key people for marketing the companies services
• Utilized Fed Ex to deliver clients passports and other required documents to recipients.
• Conducted Seminars to various travel agencies and local corporations in applying for travel abroad in
business meetings
BQUAD Engineering, Troy, MI
June 2002 – June 2004
Administrative Controller
BQUAD Engineering is a consulting/contractor recruiter for engineers employed in the automotive industry and
a distributor for automotive parts that re-tests its products for specifications before shipping them out to other
acquired vendors as needed.
Responsibilities:
• Examined raw products tested them for codes and meet number specifications.
• Developed flow charts and work procedures for temporary employees
• Prepared and processed monthly ledger reports
• Administered Account Receivables and Account Expense documentation
• Was instrumental in the design of company website by gathering requirements and company
functionalities for the construction.
Electronic Data Systems (EDS), Farmington Hills, MI
July 1998 – March 2000
Business Analyst
Electronic Data Systems EDS is a service company employing technicians, analysts, consultants to various
other companies and assisting them with their projects based on company support and candidates skills.
Responsibilities:
• Completed 2 week training program executing Irma Software Mainframe
• Oversaw the redemption of earnings established from GM Card Holders
• Ascertained high call volume to GM Card Customers
• Trained new recruits on IRMA software and Mainframe terminals
• Completed EDS Diversity program certification
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Christopher Gazouleas
ace2kf@r.postjobfree.com
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